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


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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How Your Business Can Quickly Adopt a Customer First Strategy


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

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


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. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

CX Thought Leaders


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.

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 88

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Measuring Uplift


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


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


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

European Hotel Chain Report Shares Importance of Harnessing AI


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

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Workforce Engagement Management — The Fast Track to Higher Performance


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.

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


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.

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.

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.

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.

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.

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

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


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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Discovering Apache Cassandra™ at Developer Day Paris


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.

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!

DUPE Email Marketing


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.

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


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.

NPS 54

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.