Lumoa
OCTOBER 30, 2018
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
Customer Bliss
OCTOBER 30, 2018
In my new 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?
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QuestionPro Audience
OCTOBER 30, 2018
Happy Halloween! Halloween is known as the spookiest time of year, when children, adults and pets alike can dress up and get treats from their neighbors. We broke down the most popular treats, who will be dressing up, and other fun facts about Halloween.
GetFeedback
OCTOBER 30, 2018
Now companies can seamlessly integrate elegant surveys at the end of their live chat conversations and collect real-time, contextual customer feedback.
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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.
QuestionPro Audience
OCTOBER 30, 2018
Happy Halloween! Halloween is the spookiest time of year, when children, adults and pets alike can dress up and get treats from their neighbors. We broke down the most popular treats, who will be dressing up, and other fun facts about Halloween. Select your respondents.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
OCTOBER 30, 2018
Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Job seekers in the Halifax area interested in boosting their résumé with a permanent customer support or claims administration position are encouraged to apply.
Uniphore
OCTOBER 30, 2018
$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is the results of four recent VOC RPA surveys… all in agreement on one frequently overlooked red flag, RPA is not scaling.
InMoment XI
OCTOBER 30, 2018
Halloween has always been my favorite holiday. As a child, I always looked forward to dressing up, watching scary movies, and carving pumpkins. And of course, the best part of all was when I would go out trick-or-treating with my cousin and my little sister. The three of us always put up quite the display. View Article.
Uniphore
OCTOBER 30, 2018
In short, RPA vendors provide no code (optional low code) design platforms that are often marketed to business users but are better matched with someone in the organization who has past experience developing software. Yes, someone with an IT background is an ideal candidate despite the features and “ease of use” marketing points that are constantly hitting your inboxes and social media feeds.
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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.
GetFeedback
OCTOBER 30, 2018
A Seamless Way to Get Immediate Post-Chat Feedback. Today, we’re excited to launch GetFeedback for Salesforce Chat. With this feature, companies can seamlessly integrate elegant surveys at the end of their live chat conversations, helping them collect real-time, contextual customer feedback. Modern customers not only want real-time support, they also want to give real-time feedback.
ReviewTrackers
OCTOBER 30, 2018
Learning how to claim a Facebook business Page is crucial for any business. A Page can make it easy for those already on Facebook to easily reach the business, learn more about its products or services, and read their Facebook reviews. Creating a Page also increases a business’ overall exposure. There are 2.23 billion monthly active users on Facebook , which makes it one of the most popular social media platforms on the planet.
ShepHyken
OCTOBER 30, 2018
Five Myths About Monetary Incentives. Why Giving Monetary Incentives is a Bad Idea. Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery.
Answer Dash
OCTOBER 30, 2018
The next wave of customer service that will separate a company from their competition is all about being convenient. In my recent interview with customer experience expert Shep Hyken, he shares six strategies for leveraging convenience as a powerful way to differentiate your organization in today’s competitive marketplace. This interview is conducted by Dennis Snow.
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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,
Second to None
OCTOBER 30, 2018
The following article was written by Chelsey Heil. Chelsey is the CEO of Creatives by chelsey , a full service marketing firm dedicated to creative marketing solutions for all business types based in California. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . SEO is an ever changing science.
Gainsight
OCTOBER 30, 2018
It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the silent killer. Churn. Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business.
LiveChat
OCTOBER 30, 2018
The Holiday season is right around the corner. It means more chats, more sales, more… work! Am I right? If you follow our blog, you know already how to make the most out of your eCommerce store , but not to die from work overload. Mateusz gave us solid advice on how to handle everything the best way you can. But before the Holiday craziness, we have Halloween first.
datastax
OCTOBER 30, 2018
ProtectWise is on a mission to fundamentally change human experience in security. We believe there needs to be a new approach to how the enterprise acquires, manages, and operates security. We launched our cloud-powered Network Detection and Response (NDR) platform, The ProtectWise Grid TM , in 2015 to shift core network security functionality away from traditional fragmented hardware appliances to a fully on-demand model delivered entirely from the cloud.
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.
Alliance by IFS
OCTOBER 30, 2018
In alignment with industry standards, Astea is fully compliant with the General Data Protection Regulation (GDPR) that went into effect on May 25, 2018. We have also taken the additional step of enhancing the Astea Alliance field service management and mobility platform to facilitate our customers’ GDPR compliance efforts. What is GDPR, and what is Astea doing to comply?
Call Center Pros
OCTOBER 30, 2018
One of the major contributing factors to your company’s success is the efficiency of your professional support team. You might be surprised to know that the technical support team lays the foundation for building a credible relationship between the customers and the company. If you want to gain the trust of your clients, you need to provide them with high-quality service, and for that, you must have well-trained and professional staff.
Confirmit
OCTOBER 30, 2018
"The sophisticated Confirmit dashboard enables us to parse the data by product, geography or even business process, such as a claim or a call center query. With three clicks of a button instead of three days of analysis, a regional manager can gauge a group’s performance." — Seth Hall , VP Customer Service. DOWNLOAD. Challenge. Previously expected market share was no longer guaranteed and the competitive landscape began to get crowded.
Help Scout
OCTOBER 30, 2018
If building an amazing team is critical to a company’s success, why is the bar so low for recruiting and hiring? Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. The research shows that the tech talent pool is small and competitive , and that companies must constantly evolve their benefits and culture to attract and maintain these niche skilled employees.
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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.
iCiDIGITAL
OCTOBER 30, 2018
When beginning a major project like a website redesign, it can be hard to know where to start. Working with a team that has a vast knowledge of design will get you on the right track. Here at iCiDIGITAL, we have a team of User Experience (UX) Researchers and Designers who can use a variety of techniques to understand who your customers are. We then take that information and translate it into actionable insights for your redesign process.
Merkle
OCTOBER 30, 2018
Businesses of all types and sizes are gathering a vast amount of data about their customers – and this can be invaluable when it comes to delivering a tailored and exceptional service. However, it’s no good simply gathering the data; you need to be able to analyse it, understand it, and make changes based on what you discover. Research published by Forbes has found that more and more businesses understand that they need everyone in their organisation to understand and utilise analytics to
Forrester's Customer Insights
OCTOBER 30, 2018
For years now we’ve been promoting the concept of “fail fast” like failure is awesome, something to aspire to. In many ways, it is. Thomas J. Watson Sr, the Chairman of IBM in its industrial heyday, advised “If you want to succeed, double your failure rate.” I can find you a dozen similar quotes, from […].
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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?
Forrester's Customer Insights
OCTOBER 30, 2018
(By Carl Doty at Forrester Research and Nader Ghaffari at Venture Scanner) Successfully engaging with the startup community will not only give corporations a competitive advantage but can also mean the difference between future relevance or demise. As a result, corporations of all sizes are launching innovation programs. The corporations’ objectives are chiefly to understand […].
dscout People Nerds
OCTOBER 30, 2018
#Tagging tips from #PeopleNerds.
Forrester's Customer Insights
OCTOBER 30, 2018
Even though the report is live, I continue to reflect on the research behind the customer feedback management (CFM) Forrester Wave™. I am reminded once again how important it is for CFM shoppers to do their homework. This is because — as many of us know — selecting the “right” vendor is no easy task.
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