Vonage
JUNE 7, 2018
Whether or not customer service has been improving in your particular industry, it has improved over time at enough companies with broad consumer reach that customers have begun to expect better and better customer service across the board—in every industry, every niche, every price point. Customers expect you to provide better customer service because they’re already getting it elsewhere.
Oracle
JUNE 7, 2018
So you want to be the next hotshot CX leader? There’s no denying that if you want to make an impression – in almost any business – the best way to do so is by putting the customer first. People who exceed their customers’ expectations inevitably exceed their employers’ expectations, and it’s these professionals who quickly find themselves becoming indispensable in today’s customer-centric business environment.
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InMoment XI
JUNE 7, 2018
Car dealers have been stuck in a “transactional model” for far too long, giving less equal priority to the customer experience. And in many cases, customer retention is automatically assumed in far too many transactions. There is a huge opportunity to differentiate the dealership beyond just price and item, and make it stand out positively.
Kerry Bodine
JUNE 7, 2018
We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here’s my perspective on how jobs theory can complement your mapping efforts. The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution , but its philosophy shares underpinnings with older models like goal-directed and activity-centered design.
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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.
InMoment XI
JUNE 7, 2018
Car dealers have been stuck in a “transactional model” for far too long, giving less equal priority to the customer experience. And in many cases, customer retention is automatically assumed in far too many transactions. There is a huge opportunity to differentiate the dealership beyond just price and item, and make it stand out positively.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
JUNE 7, 2018
In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator.
Esteban Kolsky
JUNE 7, 2018
In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer’s conference) in the most eloquent way possible. It’s the customer experience, my friend. It’s the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies – which was 45 minutes prior to this question, check out the entire write up and videos at this link ).
Heart of the Customer
JUNE 7, 2018
We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities. Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. As she led the discussion, something interesting happened. […]. The post What is the point of a journey map?
Esteban Kolsky
JUNE 7, 2018
In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer’s conference) in the most eloquent way possible. It’s the customer experience, my friend. It’s the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies – which was 45 minutes prior to this question, check out the entire write up and videos at this link ).
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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.
Influitive
JUNE 7, 2018
Last month, a stampede of over 3000 sales, marketing, and customer success pros took over the Mandalay Bay in Las Vegas for the SiriusDecisions Summit. They came ready to learn the latest insights from industry leaders about how their peers are driving business growth. But one announcement stirred up more buzz than anything else at.
Second to None
JUNE 7, 2018
Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. The ubiquitous nature of the internet has led to more competition for consumer attention than ever before, making it essential that your brand is crafting an intentional digital identity to use in tandem with your existing in-store reputation.
Playvox
JUNE 7, 2018
Gamifying the workplace is about making work feel a little bit less like work and rewarding a job well done. When we were young, we were taught things in the form of games as it allowed us to better understand the concepts. Gamifying learning kept us engaged.
SaleMove
JUNE 7, 2018
On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Annette Franz, founder and CEO of CX Journey Inc , a consulting firm that specializes in laying the groundwork required in order to establish a CX strategy that will drive cultural transformation efforts. When asked to define customer experience, Annette said that it is the sum of all interactions that a customer has with a company over the life of the relationship with that brand.
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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,
Quadient
JUNE 7, 2018
A lot of exciting news this month - including the launch of our new Inspire R12 release and Digital Advantage Suite. We have also opened up registration and call for speakers for the 2018 Inspire Days Quadient users conference. See below for information on upcoming training and new content available on Quadient.com.
Waypoint Group
JUNE 7, 2018
I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. To achieve this, many companies start with “mapping the customer journey” in order to understand the complete set of processes that customers go through to be able to fully use (“adopt”) the product.
Helen Dewdney
JUNE 7, 2018
The outage – what happened? 01 June 2018 – the country came to a standstill. Well almost. It did at shops, garages, restaurants, tolls… Over 95% of debit cards are run on the Visa network. And on a Friday, roughly between 2.30pm and 10.30pm, whilst people were trying to get home, treat themselves to a meal out, use the cashpoint, buy travel tickets, get ready for the weekend… Visa stopped working.
Forrester's Customer Insights
JUNE 7, 2018
I recently saw another posting/photo from a friend in the industry that showed what amounts to “booth babes” at yet another conference, this time it wasn’t in Vegas, it was in Europe. This issue is one of importance in an industry rife with failure on lots of levels, a lack of available talent, and that […].
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.
Michelli Experience
JUNE 7, 2018
__. + Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. ++ Want to receive exclusive content on how you can deliver extraordinary, memorable, and profitable experiences?
Forrester's Customer Insights
JUNE 7, 2018
Increasing channel diversity and automation will make interactions more complex, requiring highly-skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for AI in the contact center.
Forrester's Customer Insights
JUNE 7, 2018
Apple Takes Record Sharing To The Next Level Consumers demand access to their medical information, and Apple has answered the call. In January, Apple released an update to the Health app, enabling customers of 12 hospitals and clinics to see their medical records right on their iPhone. Months late, Apple now allows patients from over […].
Forrester's Customer Insights
JUNE 7, 2018
The balancing of the privacy-personalization paradox will be the defining dynamic impacting digital ad spending over the next several years. Future growth in digital ad spending is heavily based on the expectation that as targeting capabilities improve, marketers will be able to justify paying a higher price per ad, which will lead to higher overall […].
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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.
Forrester's Customer Insights
JUNE 7, 2018
In February 2015, Forrester predicted that the future of mobile wallets existed beyond mere payments. We argued that within five years, mobile wallets would become marketing platforms in their own right — a new channel where marketers mixed their offline and online marketing efforts. Despite the growing adoption of wallet solutions from Apple, Google, and Samsung, […].
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