IntouchInsight

MAY 16, 2019

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience.

Customer Experience 257

Customer Experience Customers 257

Survicate

MAY 16, 2019

Customer satisfaction – once a buzzword, now a standard. Not to measure it, is just like asking your clients to unsubscribe from your service. Customer satisfaction became one of the most important factors deciding whether a particular company is successful or not. To know if you’re on the right track to provide the best Customer experience, it is crucial to measure your efforts and optimize your performance.

Customer Satisfaction 79

Customer Satisfaction Metrics Effort Score Net Promoter Score 79

dscout People Nerds

MAY 16, 2019

Too reductive, or needlessly complicated. Slow to adapt to user needs, or adjusted too fast to be adopted. Personas have become a loaded term. We distilled some of the noise. .

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NICE inContact

MAY 16, 2019

When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score®, which has been adopted widely as an indication of whether a company is successfully delivering the experience its customers want and need.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

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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

Genroe

MAY 16, 2019

B2B tech SEO is no easy subject. It’s more specific and therefore, a little trickier than your typical to B2B Search Engine Optimisation. So understanding the finer details of how your business and your buyer’s persona work together can make the difference between success and failure. So let’s get specific. We’re here to talk […]. The post Step-by-Step B2B Tech SEO that Captures your Audience appeared first on Genroe.

B2B 75

B2B Marketing 75

Dapresy

MAY 16, 2019

As an industry professional, it’s a fair bet that you agree with the following two statements. Firstly, digital transformation is important. Secondly, you’re probably not that excited about reading another article on the topic. So we won’t ask you to. Instead, we’d like to consider technology itself and what it really means to your business’s bottom line.

Technology 70

Technology B2C B2B Healthcare 70

Heart of the Customer

MAY 16, 2019

We had a keynote from Geeta Wilson, a great sharing from Foot Locker, and said good-bye to the CXPA’s rock Lesley Lykins. HoC team members Ben London and Diane McManman and I posed with her as we said good-bye. The post Report from Day 2 of the CXPA Insight Exchange appeared first on Heart of the Customer.

Report 60

Report Customers Customer Experience 60

Prophet

MAY 16, 2019

When Charles Dickens said, “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness,” he may have been comparing a typical customer journey map to an ideal state experience. The Benefits of Experience-Led Transformation Look around: the “big four” Amazon, Apple, […]. The post Experience-Led Transformation: Where to Start & How to Measure Progress appeared first on Brand and Marketing Consultancy | Prophet.

Customer Journeys 69

Customer Journeys Measurement How To Consulting 69

Avaya

MAY 16, 2019

Some banks add digital channels. Taiwan’s O-Bank was born all digital. It has no branches and instead provides customers with smart, convenient and customized service via a smartphone app and a 24×7 video contact center. In the two years since it launched, it has won over 260,000 customers—close to 30% of the digital bank accounts opened in Taiwan in this period and Avaya is at the heart of its success.

Banking 59

Banking Contact Center Financial Video 59

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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

NetBase

MAY 16, 2019

For some, shoes are just necessities that keep their feet covered as they make their way through the world. But for others, shoes are an obsession, a lifestyle even. And it’s why we see fashionable new shoe brands highly sought-after this Spring. Let’s look at social analytics around them to uncover the full story. Shoes Are a Big Conversation. With more than 4 million posts, 2 million authors, and 66 billion impressions, shoes are a conversation of note on social.

Analytics 54

Analytics Brands Fashion Ecommerce 54

Hero Digital

MAY 16, 2019

This post was co-authored by Leah Rosing (Principal, User Research & Insights) and Wally Zielinski (Manager, Front End Engineering). Hero Digital recently launched a site redesign for our client, Spaulding Rehabilitation Network , which was designed and developed to be cutting edge, CMS-driven, and visually striking – plus completely accessible for users of all abilities and conditions.

Case Study 49

Case Study Guidelines Consulting Study 49

Gainsight

MAY 16, 2019

I want to talk about “virtue signaling.” In case you haven’t heard that term, it’s generally meant as a criticism of public displays of morality for self-flattering or self-aggrandizing motives. Some might call it “conspicuous wokeness,” and usually they’re talking about businesses and brands when they do. It’s tough, because I totally understand the impulse behind that criticism.

Conference 45

Conference Brands Tips Metrics 45

Playvox

MAY 16, 2019

Building an amazing customer service team takes time, effort and persistence. Even if you hire the best candidates for each role, you may still struggle to keep your whole team performing to the same high standards, completing processes in the proper way and hitting targets.

Call Center 44

Call Center System How To Customer Service 44

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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

Forrester's Customer Insights

MAY 16, 2019

The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down upon as a step in the wrong direction when it comes to innovation and providing value to developers. But […].

Innovation 52

Innovation Customers 52

Optimove

MAY 16, 2019

I often encounter situations at work that bring me to this invaluable conclusion: Even the smartest marketers’ hands are frequently tied by the lack of technology and shortage of execution tools, that prevent her from achieving her goals and showcasing her skills as an experienced professional. I want to share an interesting story: One of my closest friends currently works for a B2C enterprise as a marketing manager.

B2C 40

B2C Groups Examples Customers 40

Pink Guava

MAY 16, 2019

How many times customer view/feedback about your product/service help you to enhance sales? Did you ever feel in your work that a personalized connection goes a long way to retain a customer? How many times you felt overwhelmed with information flow and data to use it for your advantage to create an edge for your product/service. If your answer is consistently “No” for above questions, then you need a rethink.

Customer Experience Management 40

Customer Experience Management Customer Experience Customer Journeys Management 40

Confirmit

MAY 16, 2019

Increasingly empowered consumers and ever-changing markets mean global corporations need to rethink how they do business. In their recent Industry Outlook Report, Deloitte highlights the value that “Enabling Technologies” provide to support business improvements at every level. Specifically, they point out that companies leveraging “enabling technologies” can: Act faste r: quickly gather data, analyze it, and pivot as necessary.

Technology 40

Technology Case Study eBook Study 40

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

Connective DX

MAY 16, 2019

It’s 2019. The Americans with Disabilities Act has been on the books for almost twenty years, the internet has been mainstream for a quarter century, and mobile devices have been rapidly adopted by the majority of the US population over the past decade. So why are accessible digital experiences still elusive for many?

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Confirmit

MAY 16, 2019

Webinar Details. Date: Thursday, May 30th. Time: 11am EDT. Register Now. Join Us: As technology advances, the line between the physical and digital consumer experience is blurring across all industries. For example, more people are shopping online than ever before. Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make.

Consumers 40

Consumers Hospitality Roadmap Travel 40

North Highland

MAY 16, 2019

One of the biggest factors driving periods of uncertainty and the necessity for managing change in uncertain times is the pace of regulatory reform. Faced with regulatory reshuffle, businesses are up against politicians, negotiating and pushing regulation, and regulators, tasked with enforcing regulation and compliance. One of the emerging trends is the tension driven by divergent interests of regulators and politicians.

Banking 40

Banking Government Financial Analysis 40

COPC

MAY 16, 2019

As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting clients all over the world. Aside from the enjoyment I get from experiencing new places and meeting new people, my extensive travels have given me an opportunity to get a firsthand view of what the customer experience is like for many different airlines. Recently, I’ve found myself booking a lot of flights with United Airlines.

Airlines 40

Airlines Connections Travel Hospitality 40

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Training

inSided

MAY 16, 2019

It’s not long now until #Pulse19 and here at inSided we are pretty excited about this year’s edition of the biggest event in Customer Success! We’re really happy to be joining as a sponsor for this event and we’ve got some great happenings lined up … will you be there?

Customer Success 40

Customer Success Customers 40

Forrester's Customer Insights

MAY 16, 2019

Many firms have used Forrester’s principles of customer obsession to guide their business and IT transformation journey, striving to be customer-led, insights-driven, fast, and connected. But in their pursuit, most firms fall short when it comes to organizational change. Rather than undertake a full organizational design exercise, firms are adopting tactical change, creating agile delivery […].

Exercises 49

Exercises Connections Customers 49

Qualtrics

MAY 16, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Marta’s “Why Qualtrics” story. My “why” is geared to providing the best for my family, being a role model for my daughter, and being the best professional I can in this industry. Helping others and being as involved as I am involved with NGOs and organizations that I believe in, including our own 5FTF.

Sales 34

Sales Culture Tips Video 34

Forrester's Customer Insights

MAY 16, 2019

My house is almost a hundred years old. And while it might have some lovely period features (often estate agent speak for dilapidation), it also requires constant care. This makes good home insurance vital. Because I am an insurance geek and cover insurance at Forrester, insurance companies that get me as a customer are rather […].

Insurance 48

Insurance Company User Experience Customers 48

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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

Conifer Research

MAY 16, 2019

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Brandwatch CX

MAY 16, 2019

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Chadwick Martin Bailey

MAY 16, 2019

Includes spoilers through season 8/episode 5. My love affair with Game of Thrones developed gradually and, by season four, I’d fallen head-over-heels. Like most fans, I enjoyed watching it buck narrative conventions, leaving them littered along the way like so many torched wights. But what really captured my heart was its subtle feminism. Finally, here was a show where the women were just as varied, complex, and important to the story as the men.

Entertainment 76

Entertainment Measurement Survey Examples 76