Mon.Dec 03, 2018

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Fintech’s Next Obstacle: Mastering the Customer Experience

Think Customers

Financial technology (fintech) companies are on a tear. In 2017, fintech firms raised $16.6 billion in financing—an amount considerably higher than the $3.8 billion raised just four years prior. The financial landscape is so competitive that even disruptive technologies are at risk of being disrupted themselves, notes Chris Condon, SVP of Americas Business Development at TTEC.

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Social Media Reporting Series: Mastering Brand Analysis Reporting

NetBase

Social insight is crucial to have on hand when strategizing next steps with brand executives, as they can touch all facets of a business. This first post in our Social Media Reporting Series explains how Brand Analysis Reporting lets you communicate these insights quickly and, most importantly – accurately. Brand Health Is Your Foundation. Before you can create or revise business strategies, you must understand how your brand is performing now – with regard to both competitors and key bran

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Customer-centricity in action

Customer Enthusiast

Analysis of the newly released Wall Street Journal Management Top 250 (the Drucker Institute’s second annual ranking of best-managed companies) suggests that the possible secret sauce of seven companies that do everything well is… (drumroll) a customer-centric focus. Those seven companies: Apple Inc., Intel Corp., Accenture PLC, Proctor & Gamble Co., 3M Co., Nike Inc. and … Continue reading "Customer-centricity in action".

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17 Ways to Tell if Customer Service is Your Purpose in Life

Steve DiGioia

This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel important, and feel fulfilled. So, how can you find your purpose in life? Well, is your purpose: What you love to do.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Contact Center Software can Balance Agent-assisted and Self-service Channels

NICE inContact

Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels.

More Trending

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What Can Smart Glasses Teach Us About the Future of Data?

Oracle

Some say that data is the new oil or the new gold. Big data, machine learning, deep learning, data analytics, artificial intelligence, data visualization–these are the biggest buzzwords in technology today, meaning that the data rush is on. Whether the hype is real, and we are truly living in a time when data is going to change everything, remains to be seen.

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If Customers Characterized Your Service as a Mode of Transportation, What Would They Choose?

Wired and Dangerous

It all started with a party game… Those funny “what if” social games that get sillier with late night exuberance and adult beverages. “What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If lawyers were farm animals, which one would they be?” teased another guest, targeting his attorney friend.

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Accelerate Your EBS Migration to OCI: Q&A with a Cloud Project Manager

Keste

Recently there has been a rapid proliferation around cloud adoption amongst various organizations planning to migrate their E-Business Suite workloads to the Cloud. However, more than 50% of enterprise teams are challenged with questions surrounding Cross Platform Migrations, Security, Scalability, Maximum availability DR, third party applications, and Performance.

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CX Thought Leaders

Cyara

Artificial Intelligence (AI) is all the rage. It is being discussed throughout companies, from the contact center to the board room. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies. But the jury is not out on AI when it comes to customer experience. So we decided to asked CX thought leaders this question: “How will AI impact customer experience?”.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Are Clients hiding Their Real Business Stories from Us?

One Millimeter Mindset

Our clients just may hide their real business stories from us. When we sell to them, design for them, implement solutions or engage in customer service activities. Initially, we are excited to do business with these clients, even if they already are existing customers. After all, the prospect of turning new business into repeat business means we bring value to their business tables.

Course 74
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Everything You Need to Know About Facebook Local Awareness Ads

ReviewTrackers

What are Facebook Local Awareness Ads? Facebook is a great tool for businesses to reach people. But to achieve marketing success on the site, you have to do more than just set up or claim your Facebook business Page. It also involves more than just posting promotional content or uploading photos, then blasting your personal network of Facebook friends with a request to like your Page.

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Customer-Powered Success: Why Advocates Play a Crucial Role in the Post-Sale Journey

Influitive

Modern B2B enterprises must provide a flawless post-sale customers experience to drive high customer satisfaction and growth. “Instead of only focusing on internal metrics like churn, retention, and NPS,” says Nick Mehta, CEO of Gainsight, “the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired outcomes and working.

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Improving the Experience by Asking Customers to Do Less

Andrew Mcfarland

I’ve been a fan of T-Mobile since the day AT&T pushed me away with a logic-defying pricing model (see below). That admiration continues today with the introduction of a set of initiatives that improve the experience by asking the customer.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Live Blog: QuickBooks Connect Toronto 2018

Method:CRM

The post Live Blog: QuickBooks Connect Toronto 2018 appeared first on Method:CRM.

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European Hotel Chain Report Shares Importance of Harnessing AI

NetBase

Wondering how European Hotel Chains fared in 2018 and what to expect in 2019? Our 2018 European Hotel Chain Social Sentiment Report offers that and more, sharing insight around trends and trouble spots, while offering tactics top brands employ on social media to stay ahead of competitors and sentiment shared around 21 of them. Let’s explore some of the report highlights to help you get started right away!

Hotels 45
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Workforce Engagement Management — The Fast Track to Higher Performance

Talkdesk

Frontline employees, almost universally, have one of the most repetitive and difficult positions to stay upbeat and positive about day in, and day out. Keeping people motivated, happy and achieving objectives in these roles can be extremely challenging. Solving this problem is simple: Ensure frontline contact center agents are engaged in their work, with their peers and with leadership.

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Support Teams and Technical Writers: A Powerful Partnership

Help Scout

When I was kicked in the leg during a soccer match a while back, I didn’t think much of it. But it began to swell and, a few days later, my leg had swollen up incredibly. I looked like exactly one-quarter of Popeye. I limped in to see a doctor, and after she took a look and did some tests, she asked me to sit down. Then she turned to her computer and, in full view of me, began Googling my symptoms.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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New Report by Opus Trust Marketing Unveils the Hidden Opportunity of Customer Correspondence

CSM Magazine

New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers, confirming the value of functional communications in building customer relationships and revealing changing consumer expectations as technology evolves. The survey of 2000 consumers was conducted by OnePoll on behalf of outsourced communications provider Opus Trust Marketing.

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The 5 Phrases Customers Hate and Love to Hear

Call Center Pros

It has happened to us all… You bought that product or service that you wanted so much, but you get a terrible disappointment because it was not what you expected or did not work correctly. You have decided to call customer service or return to the store where you made the purchase to request a replacement or a refund of your money, and after having been on hold for an eternity the customer service agent very kindly replies: ” We are very sorry, but we cannot return your money.

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Optimize Website Conversion with Optimove Artificial Intelligence

Optimove

We spoke with CEO Pini Yakuel to hear what optimove is all about, and get a glimpse of his views on the future of AI. The post Optimize Website Conversion with Optimove Artificial Intelligence appeared first on Optimove.

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Do cities need a “smart city platform?”

Forrester's Customer Insights

Do cities need a “smart city platform?” It depends. Clients have been asking Forrester our thoughts on new IoT-enabled smart city platforms launched by vendors focused on transforming city government infrastructure and applications.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Stop making brand advocacy everyone’s priority and start focusing on live experiences

Maru Group

The post Stop making brand advocacy everyone’s priority and start focusing on live experiences appeared first on Maru/EDR.

Brands 40
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Life as a Google Product Expert: A Glimpse Under the Curtain with Tim Capper

Grade.us

A ten year veteran of the local SEO space based in the UK, Tim Capper is a member of the Google Product Experts community (formerly Google Top Contributors). As a Product Expert, he helps small businesses around the world while gaining sneak peaks at Google's newest products and features. He and other experts are deeply involved in the process of troubleshooting these rollouts, and thus work to make GMB a little better for marketers, one product at a time.

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Hello Indian Brands. Your CX Report Is Here.

Forrester's Customer Insights

Dear Brand, It is that time of the year again. Like each year, we went out and asked *your* customers what they think about the experiences they had with you, and the results are in. Forrester’s Customer Experience IndexTM 2018 India Benchmark report is out!

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How Your Business Can Quickly Adopt a Customer First Strategy

C3Centricity

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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RapportBoosting Tip #10 – Amusing Language

RapportBoost

Hi everyone! Dani Apgar here with your RapportBoosting tip on Amusing Language. A quick reminder that RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Expressing amusement is tricky but it can be a powerful way to softly break the ice between the agent and the visitor. When used correctly, it can quickly relax the visitor and open the door for deeper rapport building.

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Measuring Uplift

Optimove

Measuring Your Retention Efforts Uplift. Calculating your marketing campaigns ROI is a challenging task. However, it’s critical to measure for your ongoing optimization. Get a personalized demo and discover how Optimove can help you accurately measure your marketing campaigns uplift. We’d love to discuss with you: Why not consider email performance metrics?

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Discovering Apache Cassandra™ at Developer Day Paris

datastax

Developer Day in Paris on November 8, brought together 70 developers to meet the DataStax teams, discover the various features of Cassandra, and discuss different use cases. It was an opportunity for most of them to better understand the solution as a whole but also for some of the more seasoned users to strengthen their knowledge on more specific topics.

Banking 49