Lumoa
NOVEMBER 15, 2017
On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience. We celebrated our first year with our supporters, friends, and customers. Customers have been at the center of all our operations since the very beginning.
Experience Matters
NOVEMBER 15, 2017
I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture.
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CX Journey
NOVEMBER 15, 2017
Image courtesy of Pixabay In business, your culture is the soul of the organization. The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the the part of you that consists of your mind, character, thoughts, beliefs, and feelings. Translate that to your company, and it becomes a good proxy definition for culture.
Beyond Philosophy
NOVEMBER 15, 2017
I have led hundreds of successful Customer Experience (CX) program successes. I have also led a couple that failed. What’s the difference between the successes and the failures? A few things, but one of the most significant is the way an organization’s culture is centered. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do.
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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.
ShepHyken
NOVEMBER 15, 2017
One of my colleagues in the speaking business, Bob Wendover, sent in this amazing story – and it’s not amazing in a good way. For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings. While I believe the industry is making an effort to do better, and some companies are definitely becoming more customer-focused, it’s this kind of story that makes me wonder if they are going about it the right way.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Quadient
NOVEMBER 15, 2017
Back when we were still GMC Software in the early 2000s, Quadient set the standard at the time for personalization software with our PrintNet Solutions Portfolio. Our tagline was literally "The New Standard in Personalized Communications". At the time, we couldn't imagine that in 2017, new channels in online and mobile would ensure that personalization was still all the rage.
CX Advantage Walker
NOVEMBER 15, 2017
The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard. In-depth interviews During the in-depth interviews we asked what companies are doing to prepare for the.
Cyara
NOVEMBER 15, 2017
As well as being the topic of the moment, Artificial Intelligence (AI) is a subject close to my heart — my honors thesis and masters studies at university in the late 80s were focused on deep learning and artificial neural networks (ANN). The O'Reilly Artificial Intelligence Conference held recently in San Francisco offered a lot of valuable insights into how AI is increasingly being applied in all sorts of industries, and increasingly so in the customer service space.
Bold360
NOVEMBER 15, 2017
Consumers in 2017 have heightened standards for customer service and support. When they log onto a brand’s website — especially if they regularly do business with that company — they expect the experience to be personal to them. They expect their interests to be known, their needs anticipated and that the shopping experience will be as intuitive as possible.
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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.
Cyara
NOVEMBER 15, 2017
In a recent blog post, Enabling and Accelerating the Top 6 Goals of Innovative CX Leaders , we shared that many of our customers are undergoing Agile and DevOps transformations. Following on from that, we found that some of the common DevOps challenges highlighted by Mike Kavis in this Forbes article could be applied to CX teams in particular as they transition to Agile/DevOps.
Strativity
NOVEMBER 15, 2017
What is pride? How do you know someone has it? For many, pride is a sort of a feeling, a state of mind, an undefined emotion that might be identified by a smile or glistening eyes. With those vague definitions, it’s no wonder most of the corporate world ignores the concept — it is too touchy-feely and pie-in-the-sky to apply to a KPI-driven organization.
Quadient
NOVEMBER 15, 2017
Over the past two weeks, we’ve looked at the importance of addressing weak links across your business to activate a better customer experience, along with some strategies to better prepare your business to compete via improved CX. This week, we will dive into the growing importance of data in powering great customer experiences, and the critical role that data quality will play soon.
ClientSuccess
NOVEMBER 15, 2017
Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. But while it may take on a different look than customer lifecycles at different size companies, it’s still vitally important to map out the customer experience and plan for various stages.
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Quadient
NOVEMBER 15, 2017
Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems. In fact, reviewing marketing spend on traditional vs. new forms of advertising make it clear – CMOs continue to transition away from traditional marketing channels to put their time, attention and b
The DiJulius Group
NOVEMBER 15, 2017
Collecting Customer Intelligence One of the most popular ideas implemented by clients of The DiJulius Group is teaching their Customer facing employees to focus and collect FORD (Family, Occupation, Recreation, & Dreams). If you are not familiar with the FORD concept, read You Say You Have Relationships with your Customers? Prove it! However, introducing the.
Confirmit
NOVEMBER 15, 2017
From searching new ways to fight diseases to managing government regulations to flawed consumer perceptions, it can often seem as though pharmaceutical, life sciences, and medical device companies face more challenges than any other industry. It will come as no surprise that all these factors combined can have a major impact on profitability. That said, it is imperative for such healthcare companies to improve their profitability through cost containment and revenue growth.
West Monroe
NOVEMBER 15, 2017
If you haven’t used the Force.com migration tool to move metadata from one org to another you are missing out. While there are several ways to move metadata between orgs the Force.com migration tool is powerful and a great addition to your Salesforce toolbelt. There are tons of resources to get you going. This one will get you a grasp of what you are working with and this has the list of metadata types you can retrieve and deploy.
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.
Confirmit
NOVEMBER 15, 2017
One of the industries that’s really started to embrace Customer Experience in recent years is the pharmaceutical market. Many pharma businesses have an interesting, not to say complex, relationship with clients, with many of them being B2B companies who also engage with end customers as part of their marketing strategy. This was one of many topics discussed at a recent round table Confirmit held with CX professionals from some of the world’s leading pharmaceutical organizations, incl
Strativity
NOVEMBER 15, 2017
What is pride? How do you know someone has it? For many, pride is a sort of a feeling, a state of mind, an undefined emotion that might be identified by a smile or glistening eyes. With those vague definitions, it’s no wonder most of the corporate world ignores the concept — it is too touchy-feely and pie-in-the-sky to apply to a KPI-driven organization.
Quadient
NOVEMBER 15, 2017
I began this blog series by stating you can try to create a successful company, but it won’t come together unless there is smart data management at the heart. The core of smart data management itself is a Single Customer View (SCV). With a SCV, you can provide users with the information they need, when they need it, without disturbing the day-to-day operation of these systems.
Verint
NOVEMBER 15, 2017
We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. However, the melding of customer service capabilities with traditional back office functionality, such as order tracking, fulfilment, billing, and new account creation has been slow to occur.
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Quadient
NOVEMBER 15, 2017
Enterprises and organizations continue to be inundated with data. In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. With that much data being created, IDC analysts argue that data monetization will become a major source of revenue for organizations in the future.
Kayako
NOVEMBER 15, 2017
Last month I switched gyms. I didn’t have a major issue with the old one. The monthly cost was pretty average and I visited regularly, but I didn’t feel particularly valued. No one really checked in with me after my induction and their communication style was really impersonal. At the new place, I already feel part of a community. The staff start friendly conversations with me.
Quadient
NOVEMBER 15, 2017
Business intelligence trends show that the focus on data analytics is rapidly increasing. New and improved data analytics tools are being created, such as the Google Analytics 360 suite. Last year Gartner stated that it is Google's intention to compete in enterprise data-driven marketing and analytics. Interesting stuff, which once again shows data management is more dynamic than ever.
Comm100
NOVEMBER 15, 2017
We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He or she tells you that your problem is solution-less; that he or she is sorry, but if you just give it 24 hours maybe the problem will just go away on its own. Frustrated, you hang up. Your problem has not been resolved.
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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?
Quadient
NOVEMBER 15, 2017
Transforming an organization’s approach to doing business to a customer-centric one is a huge undertaking. Experienced customer experience executives all agree, success can only be achieved if critical success factors are met. In this article we review what some of those critical success factors are and why they can have such an impact on the success or failure of a customer experience executive’s efforts.
Kerry Bodine
NOVEMBER 15, 2017
Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. We got a ton of great questions from the attendees, but didn’t have time to answer them all on the call. But good news: I’ve answered them all here! You’ll find them grouped them into four categories: general questions, how to get started, types of journey maps, and our journey mapping process.
Quadient
NOVEMBER 15, 2017
We have spent the last 18 months working to unite three leading software providers under a net-new brand – Quadient. Quadient combines the capabilities of three Neopost sister companies, GMC Software, Human Inference and Satori Software into one technology portfolio of solutions designed to improve customer experience across print, digital and social channels.
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