NICE inContact
DECEMBER 18, 2018
When businesses begin to look at how they need to create a Omnichannel Customer Experience it can be overwhelming … customers are tweeting, they want to text you, they are asking other customers (in online community forums), and when it really comes down to the wire they call! Whatever the industry, whatever the scenarios, the fact is customers have expectations and businesses are finding it hard to keep up!
Heart of the Customer
DECEMBER 18, 2018
As defined by RationalWiki, “survivorship bias is a cognitive bias that occurs when someone tries to make a decision based on past successes, while ignoring past failures. It is a specific type of selection bias.” Applied to CX, it’s when you focus only on existing customers and ignore those who have left. Let’s look at an example. There’s a national sports bar which saw its CX scores continually improving. […].
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Ann Michaels and Associates
DECEMBER 18, 2018
Excited and engaged customers bring in 23% more profits. Yes, you read that right! 23% more profits! However, with advancing technology and decreasing face-to-face encounters, companies are having to find new ways to get customers excited. Positive experiences lead to increasing connections. And the more positive experiences a customer has the more loyal they become to your brand.
Experience Matters
DECEMBER 18, 2018
This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise.
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Vonage
DECEMBER 18, 2018
Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
DECEMBER 18, 2018
You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment
Customer Bliss
DECEMBER 18, 2018
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
GetFeedback
DECEMBER 18, 2018
With Automated Email you can create engaging one-touch email surveys that are sent directly at specific points in the customer journey.
Kristina Evey
DECEMBER 18, 2018
Ensuring staff understand how they impact the overall CX is the focus of today’s episode. Areas covered are… Culture Interviewing … Read More Episode 32 – Make Sure Staff Knows Their Place… of Impact! The post Episode 32 – Make Sure Staff Knows Their Place… of Impact! appeared first on Kristina Evey. Ensuring staff understand how they impact the overall CX is the focus of today’s episode.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
kommunicate
DECEMBER 18, 2018
Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. The three-pronged spear – AI, NLP, and ML [.]. The post 13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents appeared first on Kommunicate Blog.
ShepHyken
DECEMBER 18, 2018
The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service. Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. Top Takeaways: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization.
Joe Rawlinson
DECEMBER 18, 2018
Content marketing is not merely effective today. Its efficiency is growing with every passing year, according to statistics. People today devour massive amounts of content daily, so providing them with the top-quality stuff is the way to set yourself apart from the competition. In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment.
Avaya
DECEMBER 18, 2018
‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. The vacation requests were logged by the copy room with care, In hopes that a holiday break soon would be there. When from the phone lines a call rang out clearly, And Colonel Harry Shoup answered it cheerily. On the other line, a small voice asked with glee, “Where is Santa now?
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
CSM Magazine
DECEMBER 18, 2018
As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. 1. Contextual awareness will redefine the customer experience. As companies show no slowdown in collecting data from consumers, customers are increasingly expecting brands to use this data to create a more personalized, streamlined experience, demanding timely, proactive responses and suggestions.
Strativity
DECEMBER 18, 2018
A few colleagues and I were recently facilitating a co-creation workshop with a group of Director and VP level managers at a large manufacturing and distribution company, helping them define the ideal service experience for their customers and channel partners. As usual, we started talking. The post Tackling Your Structure and Your Culture in Parallel, Not Sequentially appeared first on Strativity.
datastax
DECEMBER 18, 2018
Here at DataStax we’re already looking forward to DataStax Accelerate , the world’s premier Apache Cassandra conference. The conference is being held May 21-23, 2019 in National Harbor, Maryland. Register as soon as possible to secure your spot! Of course, a conference is only as good as the quality of its content, and that’s where you come in.
kommunicate
DECEMBER 18, 2018
Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. The three-pronged spear – AI, NLP, and ML [.]. The post Expert Roundup on Chatbots vs Support Agents appeared first on Kommunicate Blog.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
OpinionLab
DECEMBER 18, 2018
While Cyber Monday 2018 was a huge success for online retailers, with U.S. sales jumping 19.7% over 2017 to $7.9 billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. According to results from Cyber Monday 2018 digital comment cards from Verint’s digital feedback management solution (OpinionLab), 59% of consumers who left negative comments about their Cyber Monday online experiences said that
Strativity
DECEMBER 18, 2018
Journey Mapping is only two words, but it seems to have infinite definitions and implementation possibilities. On the surface it can seem like a bad thing that we aren’t on the same page for operationalizing Journey Mapping because the “rules” of the methodology aren’t being. The post Three Journey Mapping Rules You Should Break (Sometimes) appeared first on Strativity.
OpinionLab
DECEMBER 18, 2018
While Cyber Monday 2018 was a huge success for online retailers, with U.S. sales jumping 19.7% over 2017 to $7.9 billion according to Adobe , results could have been even higher if online retailers addressed key issues that are creating poor customer experiences. According to results from Cyber Monday 2018 digital comment cards from Verint’s digital feedback management solution (OpinionLab), 59% of consumers who left negative comments about their Cyber Monday online experiences said that
Keatext
DECEMBER 18, 2018
The post The sky-high cost of employee disengagement appeared first on Keatext.
Speaker: Jay Black, Senior Account Executive
Let's set the record straight: in-store retail isn't dead - it's evolving! Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Join Jay Black in this exclusive session as he explores the strategies that set successful stores apart, including: Crafting unique and unforgettable in-store experiences 🛍️ Mastering the art of retail demands 🛒 Navigating inventory challenges in today's climate 📦 an
datastax
DECEMBER 18, 2018
DataStax Enterprise (DSE) 6.7 is built on the best distribution of Apache Cassandra and DSE 6.7 Search is built with a production-certified version of Apache Solr 6. We are continuing with the themes of improving performance and stability as well as eliminating complexity for users from the previous release. Here’s a quick tour of some of the enhancements and features found in DSE 6.7 Search.
iPerceptions
DECEMBER 18, 2018
Customer Experience (CX) is a vast concept - one that is intrinsically linked to each aspect of your organization. With CX now being seen as one (if not the ) key differentiator among many competing companies, it often requires you to leverage many tools and skills to ensure all the cogs in the CX machine turn smoothly.
Strativity
DECEMBER 18, 2018
Yes, you were assigned to lead the customer experience (CX) transformation. You’ve done your journey mapping, and your customer feedback surveys are in place, but there’s something missing. Wait a minute… it’s your CEO! She put you in the role, but now she doesn’t seem. The post Overcoming the Five Escapes of Senior Executives appeared first on Strativity.
Oracle
DECEMBER 18, 2018
SmarterCX is proud to present the Smarter Demos series , a 2-minute-or-less look at some of the most innovative CX technologies and how they work. The fourth video in the Smarter Demos series features a smarter shopping experience, combining machine learning, augmented reality, and virtual reality. In this retail shopping example, Faysal Sharif, Solution Engineer at Oracle , explains a better in-store shopping experience through a scenario in which a busy dad in a retail store uses an app to lea
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Escalent
DECEMBER 18, 2018
There’s no doubt that online sales are growing. In fact, at 16%, online retail sales growth is swiftly outpacing in-store sales growth, which stands at 3.4%.
LiveChat
DECEMBER 18, 2018
Being a LiveChat’s customer means you have visitors coming to your website, starting a conversation about the products you sell. But they are not the only visitors you have. It may happen, that someone from LiveChat team will visit your website and start a chat as well. But why? You may ask. Well, it’s not like we go to customers’ website to buy their products (at least not at the beginning).
Andrew Mcfarland
DECEMBER 18, 2018
One disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post. In the. The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions.
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