InMoment XI

JANUARY 11, 2018

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base. With the changing regulatory, economic.

NPS 249

NPS Measurement Touchpoint Financial 249

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it).

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

InMoment XI

JANUARY 11, 2018

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base. With the changing regulatory, economic.

NPS 200

NPS Measurement Touchpoint Financial 200

IntouchInsight

JANUARY 11, 2018

Thank you for all of the views, clicks, shares and likes in 2017! We have lots of exciting new content in store for you in 2018 - but before we get to that, we wanted to take a moment to reflect on some highlights from 2017.

Customer Experience Management 120

Customer Experience Management Management Customer Experience Customers 120

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

InMoment XI

JANUARY 11, 2018

Checkout some of our CXFusion 2018 Keynote Speakers This year’s CXFusion is taking place April 10-12, at the Aria hotel, and will feature power-packed keynote speakers, dynamic workshops and sessions, and networking galore at one of the most dynamic locations in the world. Attending Industry Events Boosts Your Career In the hustle and bustle of. View Article.

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Hotels Industry 200

InMoment XI

JANUARY 11, 2018

Checkout some of our CXFusion 2018 Keynote Speakers This year’s CXFusion is taking place April 10-12, at the Aria hotel, and will feature power-packed keynote speakers, dynamic workshops and sessions, and networking galore at one of the most dynamic locations in the world. Attending Industry Events Boosts Your Career In the hustle and bustle of.

Hotels 200

Hotels Industry 200

Comm100

JANUARY 11, 2018

KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. This first-hand information is the best tool possible for learning not only where you need to improve, but also where you are doing well — and that positive feedback is fantastic when shared with agents to help boost their morale.

Call Center 103

Call Center Customer Satisfaction Survey Customer Service Representative 103

UJET

JANUARY 11, 2018

Customer experience is one of the largest competitive advantages for businesses today. With tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox.

Competitive Advantage 109

Competitive Advantage Customer Experience Customers 109

Amity

JANUARY 11, 2018

All people are different and we all have unique personalities. When it comes to business customers, the situation doesn’t get any simpler. Everyone is well aware of the famous mantra which says: the customer is always right. A lot of customers exploit this privilege and give you a hard time answering their demands - but that’s just something that customer success professionals have to do.

Management 88

Management Tips Customer relationships Customers 88

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

BlueVenn

JANUARY 11, 2018

Database marketing is no new thing. Several of BlueVenn’s senior management have been using it for the over three decades. Even so, today’s marketers are more involved with data, and skilled with using it, than ever. And most would agree that data analysis is at the core of all modern marketing strategies. The amount of data created by consumers is growing exponentially.

Marketing 63

Marketing Analysis Strategy Data 63

Happy or Not

JANUARY 11, 2018

HappyOrNot, the company responsible for creating the globally-recognizable ‘Smiley’ feedback system, today announces the launch of Smiley Touch™, a touchscreen terminal that empowers customers to provide more feedback than ever before, and in turn supercharge company decision-making. The post Smiley feedback company HappyOrNot unveils touchscreen terminal appeared first on HappyOrNot.

Feedback 60

Feedback Company System Customers 60

Oracle

JANUARY 11, 2018

Most of the time company leaders are in the weeds. Day-to-day, they’re dealing with fire drills from every direction and tirelessly looking for new opportunities. But, for small- to medium-sized businesses (SMBs) especially, it’s imperative to pull yourself out of the weeds every month to make sure you look at your business “from 20,000 feet up.” When you look down on operations from above, you’re able to see where you’ve been, where you are now, and where you

eBook 53

eBook Social Media Customer Centricity Customer Expectations 53

Waypoint Group

JANUARY 11, 2018

Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand affinity is increasing in power especially as competition heats up in many product and service categories. With the new year underway, do you have your Customer Advocacy plan in place?

Customer Voice 45

Customer Voice Groups Customers Engagement 45

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Ann Michaels and Associates

JANUARY 11, 2018

The Benefits to your Business. What’s one of the big reasons Five Guys is wildly successful? They send mystery shoppers out twice a week to all locations. The brothers who run the operation also constantly visit the restaurants. High standards each and every day ensure the right employees do the right things. Five Guys knows you need to inspect what you expect.

Feedback 40

Feedback Training Customer Retention Industry 40

Brad Cleveland Blog

JANUARY 11, 2018

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies. Top Competencies Include: 67%: Has high … Continue reading → The post Top Leadership Competencies appeared first on Brad Cleveland.

Leadership 26

Leadership Survey Contact Center Call Center 26

Upwave

JANUARY 11, 2018

Brand Knew is a new bi-monthly podcast featuring interviews with marketing leaders of major national brands. Hosted by Austin Moorhead, the podcast will dive into how consumers are changing and what brand leaders are doing about it. Survata is proud to be the initial sponsor – check out their second episode below and be sure to subscribe for future episodes with marketing thought leaders. —-.

Marketing 20

Marketing Consumers Brands Innovation 20

Brad Cleveland Blog

JANUARY 11, 2018

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.

Leadership 20

Leadership Guidelines Survey Communication 20

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.

Retail

Upwave

JANUARY 11, 2018

Marketing 20

Marketing Measurement Consumers 20

Brad Cleveland Blog

JANUARY 11, 2018

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.

Leadership 20

Leadership Guidelines Survey Communication 20

CX Journey

JANUARY 11, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Ford Blakely , founder and CEO of Zingle. According to Google , 98% of Americans switch between devices in the same day. Today’s savvy consumers have a variety of options when it comes to engaging with your brand. From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

CXApp

JANUARY 11, 2018

This year's CES is proving to be an interesting one. With blackouts, rain interferences, cool new tech, and 'smart experiences, we're monitoring the trends coming out of the Consumer Electronics Showcase in Las Vegas.

Trends 40

Trends Consumers Infographics Innovation 40

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. She’s now become the Director of Customer Success and has evolved her department into three distinct teams. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

CXApp

JANUARY 11, 2018

This year's CES is proving to be an interesting one. With blackouts, rain interferences, cool new tech, and 'smart experiences, we're monitoring the trends coming out of the Consumer Electronics Showcase in Las Vegas. No doubt, there is much to see and do and consider when it comes to accounting for the new tech and innovations in your personal and professional life.

Trends 40

Trends Wireless Conference Connections 40

COPC

JANUARY 11, 2018

Book Notes is a periodic blog feature where COPC Inc. employees share their notes on books, particularly those of interest to professionals working within the customer experience industry. In this edition, COPC Inc. Vice President Judi Brenstein shares her thoughts on Satya Nadella’s Hit Refresh: The Quest to Rediscover Microsoft’s Soul and Imagine a Better Future for Everyone.

Government 40

Government Leadership Industry Technology 40

WorkOutLoud

JANUARY 11, 2018

It’s the dead of winter here at home in Minnesota. Our days are short, the wind is howling, and the frigid temps are averaging in the single digits. Here at WorkOutLoud, we’re keeping warm by staying busy completely reinventing the way we’re going to support you and your business initiatives in 2018. As you know, WorkOutLoud is an online collaboration solution that connects your brand to your customers, and your customers to each other.

Social Media 40

Social Media CRM Customer Retention Analytics 40

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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?

Customer Experience

Natalie Petouhof

JANUARY 11, 2018

Tweet You can make or break your business’s future by how well, or how poorly, you treat your clients. But you have a lot on your plate, too—even more as you manage the endless technology needs that seem to be developing overnight. That’s why artificial intelligence (AI) aspects of customer service are so crucial to how well (or how badly) we do business in the future.

Infographics 40

Infographics Customer Service Customers Interaction 40