Amity
APRIL 16, 2018
Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Your product roadmap is relevant for anyone concerned with where your product is headed: the team, the board, and… the customer.
Maru/HUB
APRIL 16, 2018
While a majority of companies gather some form of customer feedback, even today a surprising number do not ‘close the loop’ by communicating back to their customers. It’s a situation we’ve all found ourselves in. Having communicated to a company, we want action to follow. It is not enough to gather feedback and take improvement actions, though many companies don’t even go this far.
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Experience Matters
APRIL 16, 2018
Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we’ve seen. It was caused by declines across all three areas, happiness, healthiness, and financial security. Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes.
Comm100
APRIL 16, 2018
A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true and accurate. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.
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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.
Wired and Dangerous
APRIL 16, 2018
Connect with or walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Quadient
APRIL 16, 2018
Think about your enterprise and how you might have a bigger impact in your market today. If you were to change one major item about your offering to market, to better compete and grow your market share, what would it be? More diverse product offerings, cloud-based delivery models, lower prices, a faster supply chain?
Cyara
APRIL 16, 2018
Can you measure CX real-time, in the moment? Are you confident that you have an objective measure of your CX? Can you benchmark your CX with your competitors? In my experience, the answer for most organizations is “No.”. Organizations find themselves anxiously awaiting CSAT and NPS results, investing dollars and time in the process. Don't get me wrong.
dscout People Nerds
APRIL 16, 2018
UChicago’s Nicole Beechum on how a focus on equity in education research is reinvigorating how teachers teach and learners learn.
Cyara
APRIL 16, 2018
A couple of weeks ago, we were honored to host our inaugural Cyara Xchange conference up in San Francisco. It was such an energizing event where everyone was sharing best practices and war stories from the CX trenches. One of the highlights for me from the three days was the main stage panel titled, “Transforming Your Development Organization to Support an Agile World.
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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.
Think Customers
APRIL 16, 2018
Which is more important to you: the size of your data lake or knowing where the tasty data “fish” are lurking? Some people believe that the amount of data they have directly correlates with the number of valuable insights that they’ll find. In reality, the size of the data lake matters less compared to having a clear objective and strategy for gaining usable insights within it.
Cyara
APRIL 16, 2018
Our Xchange 2018 conference was a momentous occasion for us as a company, as well as for me personally. This was something I envisioned twelve years ago, so it was with both pride and humility that I took the stage to address our customers and partners. Even more valuable were the conversations we shared — over dinner, in the hallways, and in the breakout sessions where everyone shared their experiences and learnings with each other.
Oracle
APRIL 16, 2018
Brilliant Idea #1: Software to recreate customer advocacy. Would you believe me if I told you the person that broke the world record for longest taxi ride was also a customer experience software genius? This black cab-driving, tech-wonder is Paul Archer, founder of Duel and Modern Customer Experience’s opener during the day three keynote. After a roughly 43,000 mile taxi adventure (with a £79,006 trip fare!
Cyara
APRIL 16, 2018
71% of organizations say that customer experience is a competitive differentiator ( Dimension Data, 2017 ). That’s why CX Assurance is so important. And that’s why Cyara is laser focused on delivering the best CX Assurance solution available. Cyara 7.2 includes a wealth of enhancements, across the entire platform, that enable our clients to more effectively test and monitor their CX.
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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,
Beyond the Arc
APRIL 16, 2018
Your writing team slaves over your customer communications. It’s too bad nobody’s reading them. Sounds harsh, but it may be more true than you think. Despite hours, days, weeks of carefully crafting content, if your language and tone don’t resonate with your customers, all your hard work may be getting ignored. Here are three of. Read More. The post Top reasons why people ignore your customer communications appeared first on Blog @beyondthearc.com.
PK
APRIL 16, 2018
Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy. The integration will further strengthen ProKarma’s position as a market leader in digital transformation, emerging technologies and platforms.
Confirmit
APRIL 16, 2018
For quite some time, the default assumption has been that an organization’s Customer Experience (CX) team should be the exclusive owners of initiatives to listen to the Voice of the Customer (VoC) and improve the Customer Experience. However, as CX has become more critical, progressive businesses are realizing it is everyone’s job to focus on tracking and improving the customer experience.
Forrester's Customer Insights
APRIL 16, 2018
My first job (other than being a barman at college) was designing and developing an ERP system for a ship repair yard on the River Tyne. This was Circa 1995, a time when the ship building and repair industry in the UK was twitching its last death spasms. It was an industry in the final […].
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.
Verint
APRIL 16, 2018
Thank you to those of you who visited with us at ISC West last week. It was great to meet many of you on the forefront of the constantly changing security industry. We know by now that for banking and financial organizations to identify security threats and vulnerabilities, mitigate risk, ensure operational compliance, and combat fraud, a comprehensive and innovative security approach is necessary.
Forrester's Customer Insights
APRIL 16, 2018
The news of Martin Sorrell’s resignation signals a crisis for WPP; its stock dropped 7% Monday and further fueled discussion of breaking up the company into smaller pieces. But rather than bend to the pressure of market volatility, WPP should take this rare moment of reflection to reinvent itself. Sorrell’s resignation ends an era, […].
QuestionPro Audience
APRIL 16, 2018
Proper market research is the stable launching pad to rocket any successful product, service, or campaign. That’s not rocket science. Having said that, market research tends to get overlooked in the event space. All too often, brands get lulled into the “we’ve always done it this way” mentality when it comes to the annual exhibition. It’s time to dust off the usual signage, call an event provider for a booth, and send out the team with product samples.
Second to None
APRIL 16, 2018
Simply collecting data about how customers are interacting with your brand is not enough to curate a leading CX platform. Ultimately, your brand needs to possess the appropriate level of expertise to produce actionable outcomes from the information you collect. However, as communication with consumers gets increasingly spread to multiple channels, it is more challenging to make sense of this information.
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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.
ShepHyken
APRIL 16, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. This Is The One List That Retail Businesses Want To Avoid by Dan Gingiss. (Forbes) Retail signs and displays communicate more about your brand than just what’s on sale.
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