QuestionPro Audience
AUGUST 9, 2017
The past few years have been a whirlwind for the autonomous automotive industry. To date, Google’s self-driving cars have driven over 2 million miles and Tesla’s 90,000 cars are equipped with AutoPilot enabling the vehicles to maintain speed, change lanes and even park without any input from the driver. What Tesla advertised as simply a driver’s assistant, is being used as much more than that.
ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not necessarily think that there is anything that they or their organisation need to do to continuously improve the way they manage CX and educate their people in INTE
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Alida
AUGUST 9, 2017
More than 8,300 retail stores are expected to close all over North America in the next 12 months. And yet, according to Doug Stephens , founder of the consultancy Retail Prophet, brick-and-mortar stores still have an important role in business today. The number of stores that are expected to close in the next year, according to @RetailProphet. [link] #cxblindspot pic.twitter.com/xgMHhSlcDA. — Kelvin (KC) Claveria (@kcclaveria) August 3, 2017.
Experience Investigators by 360Connext
AUGUST 9, 2017
I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. They have credentials and experience and are viewed as leaders of change in their organizations.
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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.
Beyond Philosophy
AUGUST 9, 2017
A Canadian food chain Iq Food Co. is like most of the others. It has an assortment of food choices ranging from snacks to meals and even coffee and tea. But if you want to buy anything at their soon-to-be eleven locations, your money is no good there—quite literally. Iq Food Co. does not take cash. The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Joe Rawlinson
AUGUST 9, 2017
Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6 percent are lagging or falling behind today’s customer service trends.
Michel Falcon Experience
AUGUST 9, 2017
I take it that you clicked on this video because your company is using Net Promoter Score. I’m also going to assume that you spent a considerable amount of time and resources building the program, launching it and then heard crickets after you sent the survey to your customers because your response rate was low? I’m Michel Falcon and in this video, I’m going to share 5 ways to increase your response rates to 60% or greater.
CustomerGauge
AUGUST 9, 2017
Whenever we onboard a new sales person here at CustomerGauge, we have them go through a bit of a ritual: After about a week with the company, they’re asked to present on what they think we do here at the company as well as what they’ve learned so far about the Net Promoter Score® and […]. The post Take a Look in the Mirror—with NPS® SWOT appeared first on CustomerGauge.
iPerceptions
AUGUST 9, 2017
This is the second blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ digital experience. In this post, we look at a fundamental Customer Experience metric that provides a great sense of how visitors feel about your website: Customer Satisfaction.
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ShepHyken
AUGUST 9, 2017
Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions. This is what customer service training is all about. But…. What happens when something happens that is outside of the parameters of the training your employees have received?
Confirmit
AUGUST 9, 2017
Voice of the Customer dashboards are an excellent tool for sharing customer feedback and driving organizational improvements. Effectively designed dashboards help everyone in your organization understand and navigate CX data. Unfortunately, it can be challenging to decide what to include, what not to include, and how to organize it all effectively. In this webinar, Phil Durand, Confirmit’s Director of Customer Experience Management, shared best practices in dashboard design and showed you
Amity
AUGUST 9, 2017
It seems like CSMs have become the cool kids of tech. While professionals everywhere learn of the power of well-executed Customer Success Management, more and more new grads see the industry as an opportunity to have a real impact and jumpstart their careers. Below are 10 blog posts that every new CSM should read to gain in efficiency and better understand the career that’s ahead of them.
ForeSee
AUGUST 9, 2017
Pretty much everyone agrees on this: Millennials don’t find traditional banks very appealing. In fact, the vast majority of Milliennials (71%) would prefer to visit the dentist than a bank. So it’s no wonder that a wave of new fintech apps and services have so easily found the traction that they have. The success of fintech startups has been largely drive by their ability to capitalize on Millennials’ dissatisfaction, allowing consumers to sidestep traditional banking providers if/when their exp
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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,
Amity
AUGUST 9, 2017
It seems like CSMs have become the cool kids of tech. While professionals everywhere learn of the power of well-executed Customer Success Management, more and more new grads see the industry as an opportunity to have a real impact and jumpstart their careers. Below are 10 blog posts that every new CSM should read to gain in efficiency and better understand the career that’s ahead of them.
Waypoint Group
AUGUST 9, 2017
Want to see a quick comparison of “insightful” analysis vs. merely showing data? I saw this poll presented the other night: Now imagine if the same poll were presented the way many companies show their Customer Satisfaction results: The first image shows the percentage of the population that feels a certain way, while the bottom chart shows (a fictionalized version […].
Confirmit
AUGUST 9, 2017
We talk about a lot of things in the crazy, mixed up world of Customer Experience. Satisfaction. Recommendation. Easiness. We also talk about trust , but I don’t see it as a metric as often as the others. When dealing with someone, we know if we trust them but it’s hard to quantify. It probably works best as a relative measure, if that one organization is perceived to be more or less trustworthy than another.
Talkdesk
AUGUST 9, 2017
Today’s customers make important buying decision in split seconds and companies need to utilize real-time contact center reporting to keep up. Talkdesk is perfect for the modern company that is looking to turn these live insights into a competitive edge. Talkdesk Live comes with pre-built reports and also offers the functionality to build custom dashboards based on any company’s needs.
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.
dscout People Nerds
AUGUST 9, 2017
dscout’s Jonathan Fairman on the 100PM podcast.
Verint
AUGUST 9, 2017
Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots can help improve work productivity in a previous blog. But did you know this same technology can also be used on your employees’ desktops, helping them do their work more quickly and accurately?
Brad Cleveland Blog
AUGUST 9, 2017
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the … Continue reading → The post Make the Most of Changing Customer Expectations appeared first on Brad Cleveland.
NICE inContact
AUGUST 9, 2017
I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers. Nonetheless I do relate to a lot of the stereotypes associated with my generation, although I don’t remember getting a trophy when we lost, I think that must have started later. I bought my first cell phone in the year 2000, it was a Nokia 5110 which is the phone that everyone had at the time.
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Brad Cleveland Blog
AUGUST 9, 2017
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently. And make a habit of considering them when making decisions.
Experience Matters
AUGUST 9, 2017
I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customers’ journeys.
Brad Cleveland Blog
AUGUST 9, 2017
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations. Post them prominently. And make a habit of considering them when making decisions.
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