CX University

MARCH 29, 2018

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an inordinate amount of time on this because we all know and dislike silos.

Customer Journeys 86

Customer Journeys Customer Experience Touchpoint Banking 86

InMoment XI

MARCH 29, 2018

NPS® has popularized the importance of looking at the customers’ willingness to recommend as a key indicator of a positive customer experience that drives business growth. The thought process has extended to the workplace with many businesses focusing on eNPS or the employees’ willingness to recommend a company as a place to work. But employees. View Article.

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NPS Customer Experience Company Customers 200

IntouchInsight

MARCH 29, 2018

We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

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Customer Experience Customer Experience Professionals Customers Customer Experience Management 191

InMoment XI

MARCH 29, 2018

NPS® has popularized the importance of looking at the customers’ willingness to recommend as a key indicator of a positive customer experience that drives business growth. The thought process has extended to the workplace with many businesses focusing on eNPS or the employees’ willingness to recommend a company as a place to work. But employees. View Article.

NPS 200

NPS Customer Experience Company Customers 200

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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

NICE inContact

MARCH 29, 2018

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers.

Average Handle Time 120

Average Handle Time Contact Center Gamification Retail 120

Customer Guru

MARCH 29, 2018

Creating a perfect customer experience (CX) is definitely not an easy job. The consumer base is so diverse and demanding that not one solution fits all. Overcoming the challenges of CX may seem difficult, but you can start off by not making these few mistakes. Ignoring your customers. Not collecting feedback from the customer is an unforgivable mistake.

Customer Experience 93

Customer Experience Social Media Feedback Employee Engagement 93

Amity

MARCH 29, 2018

Support vs. Success; most of us are familiar with both business units and how they interact with customers to create value. Yet, there's still some misunderstanding around how they interact with one another, where they overlap , and where they need to bridge a gap. Outside of Customer Success circles, it get even trickier. It's not uncommon to hear both terms being used interchangeably, and while we know how they differ in theory (the go-to reactive vs. proactive dichotomy), it can get a

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Infographics Customer Success Customers Interaction 91

dscout People Nerds

MARCH 29, 2018

People Nerd, researcher, and artist Carrie Yury on why we should stop thinking of “agile” as a loaded word.

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Second to None

MARCH 29, 2018

Customer relationships are the foundational building blocks of a high-performance organization. Brands that intentionally design their experience to ensure that each individual interaction ends positively are contributing to happy consumers, but also to a system that encourages overall growth. However, in the modern business climate, this responsibility has expanded more than ever before.

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Omni-Channel Social Media Brands Customer relationships 69

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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

Influitive

MARCH 29, 2018

For a modern technology company to thrive, having a community of engaged customers is essential. Nobody knows this better than Kate Cohen, Senior Manager of Product Marketing at Carbon Black, a leading provider of endpoint security solutions. Carbon Black’s customer community has a critical mission: to band together and combat attackers who threaten their companies’.

Marketing 63

Marketing Engagement Technology Management 63

Oracle

MARCH 29, 2018

At NRF 2018, we asked retail leaders: “ What are the top retail trends in 2018? ” From artificial intelligence and machine learning to voice assistants, hear about six of the hottest retail technologies and trends they see making an impact this year. Adrien Nussenbaum, CEO, Mirakl. I think 2018 has the opportunity to be the return of the retail Jedi.

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Retail Trends Fashion Omni-Channel 56

CX Workout - Ideas Blog

MARCH 29, 2018

By Joe Wheeler, President CX Workout. The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

Think Customers

MARCH 29, 2018

What does it mean for enterprise organizations to personalize experiences? At Enterprise Connect 2018, Customer Strategist Senior Writer Judith Aquino sat down with Verizon’s Alla Reznik to discuss the value of knowing your customer, Verizon’s approach to creating AI-enabled personalization tools, and the limits of automated services. Listen to all episodes of The CX Pod at TTEC. .

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Connections Tools Customer Experience Customers 40

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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

CX Workout - Ideas Blog

MARCH 29, 2018

By Joe Wheeler, President CX Workout. The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

Maru/HUB

MARCH 29, 2018

We all know breakups hurt. Sometimes, we don’t understand why they left and we forever wonder what we could have done differently…. Companies feel that same heartbreak when clients or customers bring the relationship to an end. This is known as customer churn and it occurs when a customer or client stops doing business or ceases his or her relationship with a company.

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ROI Tips Customers Trends 40

CX Workout - Ideas Blog

MARCH 29, 2018

By Joe Wheeler, President CX Workout. The most misunderstood thing in customer experience design is that it is NEVER just about the customer. It is also about the employee and the shareholder. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

Forrester's Customer Insights

MARCH 29, 2018

AI, blockchain, chatbot, digital identity, etc. — there’s enough emerging technology in financial services to fill a whole alphabet book. And it’s difficult not to get swept off your feet by visions of bionic men, self-executing smart contracts, and virtual assistants that anticipate our every need. Investing in emerging technology is one of the main […].

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Technology Chatbots Financial How To 46

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

Brad Cleveland Blog

MARCH 29, 2018

“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though the source is not entirely clear, the message is. And it’s fair warning. We’ve got … Continue reading → The post Common Pitfalls in Service Metrics appeared first on Brad Cleveland.

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Metrics Contact Center Call Center Leadership 26

Forrester's Customer Insights

MARCH 29, 2018

Shame on Facebook. The Cambridge Analytica scandal has exposed the social network’s egregious misstep. Here at Forrester, we are furiously fielding inquiries about what this failure to protect user data means. Most questions are immediate and tactical in nature. These questions are certainly pressing so let’s address them. But then let’s discuss the bigger questions […].

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Data Social Media Advertising Marketing 40

Verint

MARCH 29, 2018

Shawn Achor, founder, GoodThink, Inc. and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

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Engagement Conference Hotels Innovation 23

Forrester's Customer Insights

MARCH 29, 2018

Direct-to-consumer (D2C) commerce is not a new concept for branded manufacturers, but there is certainly renewed interest and more options to choose from. With consumers ever more digitally connected, branded manufacturers are enticed by direct digital commerce benefits, like better sales margins, increased product control, and richer customer relationships.

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Brands Strategy Consumers Customer relationships 32

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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

Brad Cleveland Blog

MARCH 29, 2018

“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though the source is not entirely clear, the message is. And it’s fair warning. We’ve got to be mindful about the metrics we establish and how much we read into them.

Metrics 20

Metrics Contact Center Call Center Leadership 20

Magellan Solutions

MARCH 29, 2018

The Philippines is a well-known global destination for world-class call centers that can cater to your back office support needs. The country has a huge talent pool, many of which are graduates of business and engineering courses. It is also a perfect call center location because its human capital speaks English more naturally. While India is a good competitor in the call center industry, many investors still prefer Filipinos’ neutral accent.

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Call Center Social Media Advertising Conference 17

Forrester's Customer Insights

MARCH 29, 2018

Retail digital business executives must challenge the status quo and deliver omnichannel excellence across the customer lifecycle. Changing consumer behaviours, new technology, and an evolving competitive landscape mean that traditional organizational structures, processes, and channel-centric measures are no longer fit for purpose. A truly omnichannel operation that spans the customer life cycle will optimize revenue, […].

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Omni-Channel Retail Measurement Consumers 7

CXApp

MARCH 29, 2018

It’s time to accept the inevitable. Your customers now hold the power to make or break your business. Their expectations are increasing in proportion to the rapid pace of technological advancement, so if you aren’t looking for opportunities to disrupt the competition, you’ll only fall behind. It’s the risk takers, the innovators that will ultimately persevere.

Trends 40

Trends Customer Experience Innovation Customers 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

Forrester's Customer Insights

MARCH 29, 2018

Most organizations today recognize the need to become customer-obsessed digital businesses. They need to map out customer touchpoints to fully understand their customers’ experiences and interactions with their firms’ processes and those of their partners. They also must transform their internal operating models and technology foundations, creating new systems of engagement and systems of insight […].

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Touchpoint System Interaction Technology 6

CXApp

MARCH 29, 2018

It’s time to accept the inevitable. Your customers now hold the power to make or break your business. Their expectations are increasing in proportion to the rapid pace of technological advancement, so if you aren’t looking for opportunities to disrupt the competition, you’ll only fall behind. It’s the risk takers, the innovators that will ultimately persevere.

Trends 40

Trends Customer Experience B2B Innovation 40

Forrester's Customer Insights

MARCH 29, 2018

“Make experience your business,” Adobe’s rallying cry, is timely. Today, B2B and B2C customers observe a brand’s overall experience, not simply select products or touchpoints.

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B2C Touchpoint B2B Marketing 6