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.

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.

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.

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

More Trending

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 79

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.

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

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.

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.

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.

European Hotel Chain Report Shares Importance of Harnessing AI


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

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.

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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.

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.

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

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


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


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.

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.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Optimize Website Conversion with Optimove Artificial Intelligence


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.


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!

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

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.

RapportBoosting Tip #10 – Amusing Language


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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.