Vonage
JULY 7, 2017
Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. In particular, I suggest adjusting your style of service in the following five ways. Amp up your speed of service. I still hear veteran business people spout that old platitude: “Quality, speed, price – you can only pick two.
NICE inContact
JULY 7, 2017
The pace of business innovation moves at speeds that were unfathomable just 20 years ago. Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world. For instance, our phones have more powerful computing abilities than the first computer I owned.
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SuiteCX
JULY 7, 2017
Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.
Amity
JULY 7, 2017
We’ve all been there. Churn, cancellation, breaking up. Call it what you may, it hurts. As it is in life, it is also true in business – when you go through a breakup, you should take the time to reflect, learn, and adjust accordingly. I am sure that you have heard this saying before, but it is worth repeating: “those that do not learn from history are doomed to repeat it” (George Santayana).
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SuiteCX
JULY 7, 2017
Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The Return on Loyalty product is based on anonymised, aggregated transaction-level data from Westpac, exchanged via Data Republic’s platform.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ForeSee
JULY 7, 2017
You may not know it, but you’re kind of a big deal. Yeah, you! The one championing customer (or citizen) experience and the importance of a good Voice of Customer (VOC) program. Not only. The post CX Champions wanted: Setting the stage for ForeSee Summit 2018 appeared first on ForeSee.
Clarivate
JULY 7, 2017
Connect Your Silos. Organizational silos exist, and we will likely never get rid of them, but they are not great for Customer Experience. Silo-thinking prevents effective communication, collaboration, and decision-making. And worse, by its nature silos are inward-focused, and that is the root of many problems when it comes to achieving great CX. At the Forrester Research conference a couple of weeks ago, I sat down with Joana van den Brink-Quintanilha, one of their senior Analysts focused on Cus
LiveChat
JULY 7, 2017
As he washed his baby-blue Cadillac, Peter Clemenza pondered and rehearsed his lines, the expressions of his face. He would be curt with Paulie, as if displeased with him. With a man so sensitive and suspicious as Gatto this would throw him off the track or at least leave him uncertain. Undue friendliness would make him wary. But of course the curtness must not be too angry.
Fox Metrics
JULY 7, 2017
It was not long ago when it was practically impossible to know who visited our site and what the purpose of their visit was. Only big corporations could afford to incorporate high-end web analytics techniques for tracking and reporting user activities on websites. But now things have changed. These days, you have access to intuitive and efficient web analytics tools to track your e-commerce business.
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Confirmit
JULY 7, 2017
For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.
Talkdesk
JULY 7, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Guest Centricity and the Drive to be Heroic. Scott Kennedy – President of Financial and Retail Services, Target.
Confirmit
JULY 7, 2017
Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation.
Brad Cleveland Blog
JULY 7, 2017
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned … Continue reading → The post Transform Knowledge into Intelligence and Support appeared first on Brad Cleveland.
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Confirmit
JULY 7, 2017
For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.
Brad Cleveland Blog
JULY 7, 2017
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
Confirmit
JULY 7, 2017
Financial Services consumers increasingly rate the customer experience, along with the financial stability of their institution, as the most important factor in determining their degree of trust in and loyalty to their provider. When FS customers call the contact center they now expect a higher level of expertise and personalization, and they expect their prior digital interactions – on the corporate website, mobile applications etc, etc – to be tracked.
Brad Cleveland Blog
JULY 7, 2017
As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input on customers, products, services and processes — information that, when captured, identified, assimilated and turned into usable knowledge, can literally transform an organization’s ability to identify and meet customer expectations and demands.
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.
Clarabridge
JULY 7, 2017
Did you see that great comment someone posted on your product’s Facebook page today? What about the less than glowing yet aspirational review someone just left? And weren’t there some chats on that same topic recently? Consumers are talking, that’s for sure. Now, don’t get me wrong. For as long as there have been consumer goods companies, there have been surveys.
ShepHyken
JULY 7, 2017
This week we feature an article by Josh Brown who writes about why you should focus on relational customers, how you should go about doing it, and the data you can use to enhance your initiatives and be sure your efforts are paying off. It’s important to know the value of a customer. Here is a simple guideline: Manage the interactions you have with your customers with the lifetime value in mind, with each and every interaction. – Shep Hyken.
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