Alida

OCTOBER 20, 2017

Digital transformation means your patients are also customers. Health care organizations looking to succeed at digital transformation must be sure they are reading patient charts correctly. With the health care IT market expected to be worth $280.25 billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

ShepHyken

OCTOBER 20, 2017

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken. Enterprise-grade assistive AI initiatives are already in evidence across various industries.

Call Center 87

Call Center Contact Center Omni-Channel Chatbots 87

Provide Support

OCTOBER 20, 2017

Social Media Customer Support Secrets. It is no longer a secret that social media channels are used for assisting customers on a daily basis. Customers tend to ask questions and resolve their issues publicly. In fact, 90% of consumers surveyed by Social Sprout have used social media in some way to communicate with a brand. Over a third (34.5 %) said they preferred social media to traditional channels like phone and email.

Social Media 64

Social Media Loyalty Survey Customers 64

Maz Iqbal

OCTOBER 20, 2017

You may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. A mere eight conversations so far in 2017. There was a time when I’d write that many conversations in one month. Why the change? Because of change in that which takes priority. Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?".

Employee Experience 54

Employee Experience Customer Experience Leadership Customers 54

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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.

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West Monroe

OCTOBER 20, 2017

“Those who cannot remember the past are condemned to repeat it.” -George Santayana. In the early 2000s, or futuristically, at the turn of the century, I had the pleasure of working for an organization that ushered in the manic rush from DTMF/Touchtone systems to Interactive Voice Response Systems using directed dialog speech recognition. At the time, speech recognition was at the height of the technology hype cycle and wouldn’t truly be effective for many years.

Self Service 51

Self Service Contact Center Average Handle Time Knowledge Base 51

InboxAI

OCTOBER 20, 2017

Komiko, the leading Sales and Customer Success Intelligence System, has been partnering closely with enterprises to improve its security posture while helping customers to accelerate and retain business following highly disciplined behaviors. We are excited to announce that as of October 20, 2017, Komiko has successfully completed SOC 2 Type 1 certification (SSAE18, formerly SSAE16).

Sales 40

Sales Customer Success Policies Report 40

Blueshift

OCTOBER 20, 2017

Targeting everybody is targeting nobody. With average CPC rates ranging from $2 up to $5, broad targeting on Facebook can soon get expensive and highly ineffective. But by bringing your first party customer and behavioral data to Facebook, you can create precise audience segments that improve the ROI of your ad spend. Create segments based […].

ROI 40

ROI How To Data Customers 40

Strativity

OCTOBER 20, 2017

November/December 2017 Chief Executive Magazine. THE DEADLINE TO COMPLETE the merger of two global health care companies was approaching. We were on a conference call with 18 stakeholders (yes, 18— they all needed to be there) to discuss the deployment plan for the new merger employee portal. The plans were clear, and even the mock-up was designed. Af- ter 90 minutes, we heard all the reasons why the plan would not work and not a single idea about how to make it work.

Strategy 40

Strategy Government Conference Study 40

Clarabridge

OCTOBER 20, 2017

The Clarabridge solution for Consumer Goods helps you to listen and understand feedback across consumer interaction points, so you can identify unmet needs or aspirations to drive product innovation, increased retail sales, reduced operational costs, an improved consumer experience, and ultimately a competitive advantage. What does this mean for you, a Consumer Goods company?

Consumers 40

Consumers Company Net Promoter Score Multi-Channel 40

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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dscout People Nerds

OCTOBER 20, 2017

In good company: We held a People Nerd Game Night at the historic Game Room bar of the Chicago Athletic Association hotel.

Hotels 40

Hotels Company 40

Helen Dewdney

OCTOBER 20, 2017

Press release. Mobile phone companies called out for overcharging loyal customers: The Complaining Cow shows how to take on your mobile phone provider. Mobile phone companies have been found to be overcharging customers whose fixed deal has ended. CAB and The Complaining Cow are campaigning for mobile companies to end this behaviour. A mystery shopping exercise conducted by the Citizens Advice Bureau discovered that customers of Vodafone, EE and Three who choose to stay on the same phone plan a

Company 30

Company Exercises Consumers Customers 30