Experience Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.

Customer Experience 169

Customer Experience How To Data Feedback 169

CX Journey

FEBRUARY 13, 2019

age courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. You probably know by now that I'm an advocate of digitizing your maps, for a variety of reasons, not the least of which is that it checks the box for the basic tenets of mapping , including maps must be: created collaboratively, with customers and with othe

Customer Journeys 97

Customer Journeys Touchpoint CRM Software 97

Amity

FEBRUARY 13, 2019

As we are aware, SaaS and other recurring revenue models have three core stages critical to their success – acquiring customers, retaining customers and monetizing customers. For each of these core stages, there are 5 insights that can be applied. After reading the Five Rings of Buying Insight , it occurred to me that these insights could easily be applied to customer success.

Infographics 61

Infographics Customers Customer Expectations Customer Success 61

Oracle

FEBRUARY 13, 2019

From the continued growth of ecommerce to the rise of experiential retail , 2018 saw a number of changes within the retail industry. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. As retailers big and small reimagine their loyalty programs to meet evolving customer expectations, the experts weigh in on the loyalty trends they believe will be hot in 2019, as reported in Oracle’s 2019 Loyalty Predictions Report.

Trends 95

Trends Loyalty Loyalty Programs Retail 95

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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

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience.

Analytics 138

Analytics Management Call Recording Contact Center 138

GetFeedback

FEBRUARY 13, 2019

The South Dublin County Volunteer Centre’s mission is to promote the value of volunteer work and increase its range and.

Survey 150

Survey Customers 150

Experience Investigators by 360Connext

FEBRUARY 13, 2019

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and analytics and pivot tables, oh my! The real challenge in any customer experience scenario is the cold, hard fact that your customers are…human.

Customer Experience 125

Customer Experience How To Data Feedback 125

ShepHyken

FEBRUARY 13, 2019

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. So we feel obligated to express our love and appreciation to those close to us. I’ve written several articles about this before, and my favorite one is called The Valentine Obligation.

Fashion 123

Fashion Video Customer Service Training Customers 123

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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

Beyond Philosophy

FEBRUARY 13, 2019

A psychology theory is all very well and good. However, if you can’t apply it to solve your practical needs, it is useless. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. A lot. We discussed a common mistake a lot of people make with psychological theory in our recent podcast.

Strategy 92

Strategy System Consulting Examples 92

CX Journey

FEBRUARY 13, 2019

Image courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. You probably know by now that I'm an advocate of digitizing your maps, for a variety of reasons, not the least of which is that it checks the box for the basic tenets of mapping , including maps must be: created collaboratively, with customers and with ot

Customer Journeys 80

Customer Journeys Touchpoint CRM Software 80

Alliance by IFS

FEBRUARY 13, 2019

See why The Internet of Things (IoT) is one of the biggest buzz words in the business press today, particularly relevant to any discussion about the future of Field Service Management (FSM) software. By Steve Scott, Managing Director, Astea APAC. Fundamentally, IoT is about devices being connected to the internet to allow remote monitoring. In a sense, there is nothing very new about this.

Meeting 82

Meeting Management Software System 82

ProProfs Chat

FEBRUARY 13, 2019

Customer feedback, consumer engagement, NPS, so and so forth… my online feed seems littered with articles on these topics these days. Pretty sure your emails are probably filled with such articles too. And to be fair, why wouldn’t they be! Online surveys have changed the data collection game for everyone involved. Be it a multinational corporation or a young start-up; online survey tools have made data collection easy for everyone.

Survey 82

Survey Analysis Software Travel 82

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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

NetBase

FEBRUARY 13, 2019

Technology is all about making our lives and jobs easier – and social analytics software certainly does that for brands. At least, it does when it contains state-of-the-art components – like Next Generation AI. Here’s more about AI analytics and what to look for in AI-boosted social analytics tools. Accuracy and Transparency Are Priceless. When competition is fierce – and it always is – there’s no margin for error.

Analytics 69

Analytics Analysis Tools Consumers 69

One Millimeter Mindset

FEBRUARY 13, 2019

A valuable association chapter member experience is the lifeblood of an association chapter. Yet, like their business counterparts, state chapters of national associations can struggle to retain an actively engaged and growing membership. How can chapters continuously attract the right pro-bono leadership committed to developing a relevant mix of programming and benefits to keep members excited about and committed to attending monthly chapter meetings?

Leadership 63

Leadership Guidelines Meeting Engagement 63

dscout People Nerds

FEBRUARY 13, 2019

Sonos’ Kirsten Lewis on why researchers are explorers, and how prototyping makes an ongoing conversation with users possible.

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The DiJulius Group

FEBRUARY 13, 2019

Let’s face it—change is uncomfortable. Regardless of the industry or company size, no company is immune to the inevitable discomfort that comes with change. How you choose to manage the discomfort of making changes within your organization has a direct impact on workplace culture. Companies must adapt well to change to remain relevant. Change isn’t.

How To 56

How To Culture Groups Industry 56

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

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. In fact, some sources even make the case that it is the number one responsibility of good CSMs since expanding the value of customer accounts over time can bring more value and revenue to a business than the lost revenue if customers churn.

Loyalty 54

Loyalty eBook Customer relationships Customer Success 54

Interactions

FEBRUARY 13, 2019

Meet Rose. Rose is a customer service representative (CSR). She is always friendly, answers calls or chats immediately, and knows each of her customers personally. She always has the answers to all inquiries – simple or complex. She speaks 5 different languages and understands different dialects and accents. On top of that, she works 24/7, doesn’t take a break and never goes on vacation.

Average Handle Time 48

Average Handle Time Contact Center Customer Service Representative Chatbots 48

Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling to meet these experts. The experience inspired me to share some of the Customer Experience best practices that we discussed.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

ProProfs Chat

FEBRUARY 13, 2019

A scored survey is a poll in which you assign specific points to each response given by respondents. A value is assigned to each response and different messages are set for the range of scores. Scored surveys are similar to personality quizzes in nature, and are helpful when you want to assess a person’s knowledge in a particular field, overall satisfaction, etc.

Survey 51

Survey How To Software Report 51

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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

Brandwatch CX

FEBRUARY 13, 2019

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Talkdesk

FEBRUARY 13, 2019

According to the World Health Organization (WHO), chronic diseases are the leading cause of death worldwide. This sobering statistic has led to new companies starting in the healthcare industry to help treat and prevent disease. One of these innovative companies is Sema4. Sema4 is a patient-centered health company dedicated to advancing the treatment, prevention and diagnosis of disease.

Customer Experience 45

Customer Experience Contact Center Healthcare Omni-Channel 45

Avaya

FEBRUARY 13, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few.

Interaction 45

Interaction How To B2B B2C 45

Playvox

FEBRUARY 13, 2019

Customer satisfaction is paramount for any successful brand. Even the biggest global companies are guilty of underestimating the value of a positive customer experience (CX) from time to time.

How To 40

How To Customer Satisfaction Brands Customer Experience 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

Call Experts

FEBRUARY 13, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. We realized that often time in any workplace, the people we see every day have interesting hobbies and skills that you never know about.

Call Center 40

Call Center Conference Contact Center Healthcare 40

Confirmit

FEBRUARY 13, 2019

Now I know it’s all de rigueur in certain circles to bash Apple for any number of reasons, but please be assured this is not one of those moments. So if you’ve come online today to hear someone laying into Apple for all its many, many crimes against whatever it is you care about - best look elsewhere. Move along. Nothing to see here. Regardless of what you think about Apple, one of the things they’re often praised for is keeping things simple and easy to use.

Course 40

Course Technology User Experience Software 40

Rant And Rave

FEBRUARY 13, 2019

What better excuse than Valentine’s Day to show the love to your customers and employees? Cards, flowers, chocolates (all the classics) certainly won’t go amiss. But – sorry to nag – the point about great customer experience (CX) and employee experience (EX) is that, much like love, they both need tending to all year-round, not just for one day. So, while a loving gesture on Valentine’s Day is more than welcome, here’s how and why we think you should keep the love going with a longer-term, combi

Employee Experience 40

Employee Experience Strategy Customer Experience Employee Engagement 40