Mon.Oct 01, 2018

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CX is Served “On the Rocks”

InMoment XI

Thursday night in August, all the stars had aligned. I was sitting at dinner with four of my treasured girlfriends for the first time in months, drinking margaritas and catching up on life. Between all of us, we have 18 kids, so combine all our schedules (and my work travel schedule) and you soon realize. View Article.

Travel 227
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Creating buzz to boost engagement: A Q&A with BuzzFeed’s Ashmeed Ali on getting more out of Member Hubs

Alida

Pioneers of audience engagement, BuzzFeed is a business that never waits for change: they create it. For BuzzFeed, finding emotional connections to the content they create and share is?fundamental?to their success. Jonah Peretti, the founder of BuzzFeed, has tasked the company to not only drive human connection, but find ways to monetize the work they do as well.

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Why I Fired Allstate

Customer Enthusiast

On June 19 th of this year there was a significant hailstorm in my neighborhood that damaged dozens of roofs and automobiles. My Allstate agent texted me on the same day – impressive – and asked me whether or not we had been affected by the storm. One thing led to another and within a matter of weeks a roofing contractor and an Allstate field rep met at my home to examine the roof.

Insurance 133
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Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

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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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The Best Infographics of September

QuestionPro Audience

September may have gone by in the blink of an eye, but we can still learn something interesting from it. We’ve compiled the top 5 infographics, with a wide variety of topics. From quitting jobs to medicinal drugs, these infographics are sure to capture your attention and teach you a thing or two. 1 — 8 ENTREPRENEURS WHO STARTED LATE AND FOUND SUCCESS.

More Trending

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How to Create Your Customer Journey Map and Optimize the Touchpoints

Retently

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. And if those numbers aren’t a huge concern, consider this – it normally takes 12 positive experiences to make up for a negative one. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

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5 Text Analytics Approaches: A Comprehensive Review

Thematic

Are you receiving more feedback than you could ever read, let alone summarize? Maybe you’ve used Text Analytics methods to analyze free-form textual feedback (verbatims)? These methods range from simple techniques like word spotting formulas in Excel to neural networks trained on millions of data points. Here is my summary to break down these methods into 5 key approaches that are commonly used today.

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Happy CX Day! Top Six Insights for CX Success

Cyara

Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen. So, on this sixth annual CX Day—created by the Customer Experience Professionals Association ( CXPA )—I’ve gathered six top insights and observations that I’ve gleaned from Cyara’s customers and fellow CX fanatics over the past year.

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How to Edit Google Reviews

ReviewTrackers

Business owners now have an easier way to edit Google Reviews. Instead of responding through the Google My Business (GMB) dashboard, owners and managers can respond to reviews directly through their listing on Google Search and Maps. They can also edit their responses. Editing isn’t a new feature to Google, but many people – as well as those managing a GMB account – are unaware that it exists.

How To 66
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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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3 Professional Habits which tether Us to Yesterday

One Millimeter Mindset

Everyone has professional habits: some good and some not so hot. The good habits are the ones we rely on, time after time. Because good, solid professional habits are the core foundation of our professional success. Not only that. Solid professional habits, once honed and fine-tuned, create the customer experiences critical to customer success and customer retention.

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9 Of the Most Effective Techniques to Handle Difficult Customers

Call Center Pros

An unsatisfied customer can quickly become problematic. As a business, it’s not uncommon to have to deal with complicated situations, it’s part of the game. But having people who are unhappy is not the end of the world. It can even be beneficial to your business if you know how to manage them. Do you know that old saying that it is not possible to please Greeks and Trojans?

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It’s National Customer Service Week, Reward Your Team

The DiJulius Group

Happy National Customer Service Week! National Customer Service Week is celebrated during the first full week of October, and this year it falls on October 1-5th. The theme this year is “Every Customer, Every Time”. That is precisely the goal of a Customer Service Vision Statement. The Customer Service Vision is what each and every. Read Full Article.

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7 Essential Podcasts for Sales Reps

Method:CRM

Podcasts are an excellent resource for people working in sales roles. Much like sales books , podcasts allow sales professionals to learn directly from industry experts, without breaking the bank on conference fees. Podcasts also have the added benefit of timeliness, allowing listeners to stay up to date on the most recent news and advice. For those wanting to improve their sales performance, finding a great sales podcast shouldn’t be a challenge.

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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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6 Tech Advances That Will Enhance Customer Experience

Answer Dash

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability to expand service offerings and enhance customer experience. In this article, I will highlight 6 recent tech advances and how some businesses are already using them to influence the customer experience. #1.

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The Keys to Unlocking NPS

C Space

The Keys to Unlocking NPS. “On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague?”. Tweet. Christina Stahlkopf. Senior Consultant at C Space. Christina Stahlkopf , Ph.D. is a Senior Consultant in C Space’s Boston office and a core member of our global research team. Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. study.

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6 Tech Advances Enhancing Customer Experience

Answer Dash

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability to expand service offerings and enhance customer experience. In this article, I will highlight 6 recent tech advances and how some businesses are already using them to influence the customer experience. #1.

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How to Edit Google Reviews

ReviewTrackers

Business owners now have an easier way to edit Google Reviews. Instead of responding through the Google My Business (GMB) dashboard, owners and managers can respond to reviews directly through their listing on Google Search and Maps. They can also edit their responses. Editing isn’t a new feature to Google, but many people – as well as those managing a GMB account – are unaware that it exists.

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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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Six Ways Technology is Transforming Customer Interactions

Topdown

As access to interactive technology continues to grow and is essentially everywhere today, the ongoing digital revolution touches every part of your customers’ daily lives.

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City of Helsinki Teams Up with Feedbackly to Improve Recreational Facilities

Feedbackly

The City of Helsinki operates public recreation facilities to serve over half a million residents in the area, and have done so for decades. Helsinki is unique in that its inhabitants have the opportunity to enjoy the beauty of nature on land, at sea and on islands on foot, by bike or in a boat. You can go fishing, enjoy a sauna and spend the night surrounded by nature.

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Delivering CX in the Moments that Matter: An Interview with Matt Blakely of Motorola Solutions Foundation

Oracle

Matt Blakely, Director of Inclusion, Diversity, and Outreach for Motorola Solutions (NSYE: MSI) not only has a very interesting title, but says he has the best job in the company. During an interview at ModernCX 2018, we asked Matt how Motorola Solutions uses CX technology to help create life-changing experiences, as well as how the company’s philanthropic organization, Motorola Solutions Foundation , is changing the employee experience.

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Social Sentiment Shows Why the World Loves October

NetBase

For fans of surf and sun, the end of summer can be a bit of a bummer – at least if you’re not in an always-sunny place like Southern California or Florida. But for others it sparks excitement for one of the most-loved months of the year. Let’s see what Social Sentiment has to say! The Perfect Month? October has a lot to offer. The major holidays (and associated stress) are still a good month or two away, in many places the weather hits that perfect sweet spot of not too hot/not too cold, and the

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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City of Helsinki Teams Up with Feedbackly to Improve Recreational Facilities

Feedbackly

The City of Helsinki operates public recreation facilities to serve over half a million residents in the area, and have done so for decades. The post City of Helsinki Teams Up with Feedbackly to Improve Recreational Facilities appeared first on Feedbackly.

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Say, You Want a Raveolution?

Rant And Rave

A hero, a quest, a spectacular finale that gets the audience cheering on their feet… we all know the power of a good story. In the world of CX, stories are everywhere – whether that’s the customer’s journey, the brand narrative, or even tales from your frontline heroes.

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How to Plan a Budget Your Boss Can’t Say No To

Gainsight

This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Listen to the full recording here. Every year, we gather members from our C-Suite to answer your questions on budgeting for Customer Success. Budgeting is a highly collaborative process; although each department has their own budget, what they ultimately decide to spend on will fuel company-wide business goals.

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Customer Experience Day and The Importance of Social Listening Skills

NetBase

If you’re celebrating customers today, as you should be doing every day, your timing is great because it happens to be Customer Experience Day ! Let’s take a look at how customer experience plays out across the globe, and particularly in EMEA, and how social listening skills help businesses create exceptional experiences for customers again and again!

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Drilling down: Using machines learning and AI to reduce upstream costs in the oil and gas industry

Merkle

One of the big talking points in the oil and gas industry has been how to improve efficiencies in upstream to reduce the cost of producing a barrel of oil. We can’t speak for everyone who came along to ENGenious (4-6 September) in Aberdeen. After all, more than 1,000 people attended the three-day symposium and exhibition, aimed at driving radical digital and technological transformation across the offshore oil and gas industry.

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Chicago’s hidden gems, from the people who know best

dscout People Nerds

Chicago locals used dscout to recommend hidden gems and hotspots where MidwestUX conference attendees can eat, drink, see and explore. .

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The Platform Economy – What CIOs Need to Know

Forrester's Customer Insights

Nary a day goes by without someone talking about their efforts to build a platform. We cannot argue, platforms can contribute massive value to customers, the ecosystem, and the company that creates the platform. More so, as a consumer, I rely on platforms for so much of my working life that I often don’t even […].