Mon.Dec 03, 2018

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.

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.

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.,

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

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.

More Trending

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

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

Smarter CX

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.

Data 102

5 Top Customer Service Articles for the Week of December 3, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love.

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.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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.

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.

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.

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. Rajesh Sankaran, Keste VP of Technology, sat [ ] Oracle EBS Oracle E-Business Suite

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Live Blog: QuickBooks Connect Toronto 2018

Method:CRM

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

European Hotel Chain Report Shares Importance of Harnessing AI

NetBase

Wondering how European Hotel Chains fared in 2018 and what to expect in 2019?

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.

Email Marketing

Optimove

Discover AI-Driven Email Marketing. Optimove’s Science-First Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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 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.

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. Unfortunately, this simple answer isn’t easy to execute and maintain.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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. Customer Experience Customer Loyalty

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. A Day to discover Cassandra…and DataStax.

DUPE Email Marketing

Optimove

Discover AI-Driven Email Marketing. Optimove’s Science-First Relationship Marketing Hub leverages AI to foster emotionally intelligent relationships that maximize the value of every customer. Optimove’s predictive micro-segmentation technology powers the delivery of highly successful email marketing campaigns. By sending tailored messages, offers and promotions to individual customer personas, marketers consistently improve both short-term customer engagement and long-term brand loyalty.

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!

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.