Quadient

JUNE 21, 2018

Without an accurate and complete view of the customer, organizations struggle to address their (future) customer properly. Data issues get in the way of understanding customer preferences, tailoring communications, responding quickly and, ultimately, optimizing the customer experience (CX). To fully leverage data as a strategic business asset, the organization must put data at the center of the CX technology ecosystem.

Omni-Channel 40

Omni-Channel Data Communication Customers 40

Second to None

JUNE 21, 2018

The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. This helps ensure they share the content with others while gaining their loyalty to the brand. There are important guidelines for content marketing and the old views should be eliminated. Producing immediate sales from the content is important.

Loyalty 61

Loyalty Consumers Marketing How To 61

InMoment XI

JUNE 21, 2018

In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. But in other ways, our financial lives have become more complicated. View Article.

Financial 200

Financial Banking Management 200

QuestionPro Audience

JUNE 21, 2018

Summertime brings the heat, barbecues and pool parties. The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. But with consumer’s eating habits evolving in search of more healthy options, these industries will need to make adjustments to their products in order to capitalize on their shifting tastes. .

Consumers 223

Consumers Trends Industry Report 223

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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

JUNE 21, 2018

In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. But in other ways, our financial lives have become more complicated. View Article.

Financial 200

Financial Banking Management 200

NICE inContact

JUNE 21, 2018

79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake! So, what constitutes a “bad customer experience”? Answering that question is critical.

Contact Center 123

Contact Center Customer Experience Omni-Channel Consumers 123

Omnicus

JUNE 21, 2018

Deliver the best CX with these tools and resources to acquire and retain more customers. Customer experience (CX) is surpassing price and product selection as the key differentiating factor that affects consumers’ purchasing decisions. An outstanding CX can help increase customer acquisition, improve retention, cultivate advocacy, and boost profit.

Resources 140

Resources Strategy Customer Experience Consumers 140

Kayako

JUNE 21, 2018

Live Chat. Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. Implementation is easy: you find a tool that works for you, turn it on and put it where all of your customers can see it. [link] But once you’ve done that, it can be exhausting: an endless onslaught of interactions, poorly worded or communicated questions, 24/7 expectations from your customers, shuttling back and forth between your ticketing system and

Company 120

Company How To Course Tools 120

Omnicus

JUNE 21, 2018

Deliver the best CX with these tools and resources to acquire and retain more customers.

Resources 186

Resources Strategy Customer Experience Tools 186

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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

IntouchInsight

JUNE 21, 2018

Seven new features of IntouchCheck mobile forms software that will keep you prepared for restaurant inspections.

How To 120

How To Software 120

Truthlab

JUNE 21, 2018

Reading Time: 3 minutes After a 28-hour journey of flights and layovers, the sensation of being fresh and excited for a new adventure is not what most would expect to experience – and I didn’t, at least not right away. Still, even before the jet-lag wore off, I found myself in a fan park energetically cheering for the home […]. The post FIFA World Cup: Translating the Fan Journey to the B2B Customer Journey appeared first on truthlab.

B2B 59

B2B Customer Journeys Customers Customer Experience 59

Influitive

JUNE 21, 2018

The perils of leaving customer engagement and retention to chance This is a visualization of the typical SaaS buying process, which has clear stages and great content to guide buyers toward purchasing your product: This is a thing of beauty. People in your organization are constantly examining, optimizing, and perfecting it. Now, this is a.

Customer Retention 58

Customer Retention Loyalty Strategy Customer Engagement 58

ForeSee

JUNE 21, 2018

What’s the financial impact of partnering with ForeSee to measure and improve customer experience? A commissioned study by Forrester Consulting shows how CX Suite drives conversion rates, revenue improvements, and cost savings. The post How ForeSee Makes an Impact with $7.8M in Economic Benefits appeared first on ForeSee.

Financial 58

Financial Consulting Study Measurement 58

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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

CSM Magazine

JUNE 21, 2018

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” experience by following these three simple but powerful steps. Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. Today I’m on a flight from San Francisco to NYC and enjoying every minute of it.

Customer Service 58

Customer Service Airlines Travel Customers 58

ERDM

JUNE 21, 2018

Article by Ernan Roman Featured on CMO.com. Dan Keir is senior director of direct marketing at Comcast. He has extensive experience optimizing campaigns for both B2C and B2B companies, with a particular focus on test and learn, direct response, and campaign analytics. Keir’s key priority? Disciplined and innovation-focused testing, as he explains in this edition of “4 Questions For Digital Innovators.” 1.

Innovation 56

Innovation B2C B2B Tips 56

Alliance by IFS

JUNE 21, 2018

You all know what field service management (FSM) solutions like Astea Alliance are, but how do they work with the XOi visual intelligence platform? Learn how using a wearable technology solution ties seamlessly into the Astea FSM software you use today to help you not only appeal to the next generation of field technicians, but to also offer increased technician efficiency and customer trust.

Case Study 50

Case Study Management Study Groups 50

Education Services Group

JUNE 21, 2018

“Sometimes it’s the journey that teaches you a lot about your destination.” While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

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

Alliance by IFS

JUNE 21, 2018

You all know what field service management (FSM) solutions like Astea Alliance are, but how do they work with the XOi visual intelligence platform? Learn how using a wearable technology solution ties seamlessly into the Astea FSM software you use today to help you not only appeal to the next generation of field technicians, but to also offer increased technician efficiency and customer trust.

Case Study 50

Case Study Management Study Groups 50

Oracle

JUNE 21, 2018

In the last decade, CX technology has transformed the way that people interact with each other, buy goods, and get their jobs done. It’s no surprise that this technology would change the way that we eat, too. Established CPG giants like Nestle , Campbell Soup , and Unilever have all made investments into startups that are building the future of food and meal delivery.

Trends 52

Trends Technology Industry Consulting 52

Currency Alliance

JUNE 21, 2018

However much you think you know about a topic, some things will still surprise you. That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. You can see the full list of winners here. In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better c

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

One Millimeter Mindset

JUNE 21, 2018

All of us experience professional bias and professional intimidation at some point during our careers. However, some of us continuously experience this type of workplace intimidation on a daily basis. Why is that? Ultimately, Yesterday’s business models tend to reinforce departmental silos and, what I call, Us versus Them mindset. This mindset places people in competitive or adversarial situations, rather than collaborative ones.

Culture 44

Culture Roadmap Travel Innovation 44

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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

Kate Nasser

JUNE 21, 2018

CIOS, IT Directors, Managers - If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service. The post CIOs Checklist: Are Your IT Teams Truly Customer Focused? | #CX #CustServ appeared first on KateNasser.com.

Customer Focused 43

Customer Focused Culture Technology Customers 43

ERDM

JUNE 21, 2018

Article by Ernan Roman Featured on CMO.com. Dan Keir is senior director of direct marketing at Comcast. He has extensive experience optimizing campaigns for both B2C and B2B companies, with a particular focus on test and learn, direct response, and campaign analytics. Keir’s key priority? Disciplined and innovation-focused testing, as he explains in this edition of “4 Questions For Digital Innovators.” 1.

Innovation 40

Innovation B2C B2B Tips 40

Confirmit

JUNE 21, 2018

Organizational data silos can make it impossible for you to get the kind of holistic, real-time insights you need to improve the customer experience, anticipate customer behavior, drive business improvement, and maximize innovation and profitability. The most successful and holistic VoC programs, however, start with thorough planning! There are 5 simple steps you can leverage to plan a successful, holistic VoC program.

Infographics 40

Infographics Innovation Customers Data 40

CSM Magazine

JUNE 21, 2018

The new hire comes in for the first day on the job, resolved to do a great job, to make a difference, to prove that the company made a great hiring decision, and to make a great first impression to everyone in the company. So, with a deep breath, she gets out of her car and walks briskly through the door. Introductions are made. Hands are shaken. Forms are filled out.

Company 40

Company Competitive Advantage Culture Customer Satisfaction 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

Avaya

JUNE 21, 2018

Responsibility for Customer Experience (CX) is spreading throughout organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff. It now requires the attention of all employees to meet the expectations of increasingly demanding consumers who have options aplenty. As such, marketers have become a particularly prominent force in shaping and executing organisations’ CX visions—but many are still working with the same budgets they had five yea

Analytics 40

Analytics Data Multi-Channel Social Media 40

CSM Magazine

JUNE 21, 2018

Fatal flaws in customer experience (CX) foretell the demise of many companies. Learn to recognize these flaws and put in place a CX strategy that ensures you become a leader not a loser. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3% improvement in customer satisfaction scores results in a revenue increase of.5%.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

Playvox

JUNE 21, 2018

Are you looking to hire a customer service manager for your team?

Customer Service 40

Customer Service Customers Management 40