InMoment XI
AUGUST 22, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. The reason that we keep talking about it is that very few have actually achieved.
NICE inContact
AUGUST 22, 2017
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions.
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InMoment XI
AUGUST 22, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. The reason that we keep talking about it is that very few have actually achieved. View Article.
Experience Matters
AUGUST 22, 2017
As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. Why should leaders bother to adopt these practices? To answer this question, I took a look at our latest consumer survey and analyzed data from more than 5,000 full-time U.S. employees.
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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.
NICE inContact
AUGUST 22, 2017
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
AUGUST 22, 2017
It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22 nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots. February 8th was the delay of approximately 500 flights due to a computer glitch.
Aveus
AUGUST 22, 2017
Which comes first, customer or employee experience? This may sound like the proverbial “chicken or egg” question. Both promise greater employee engagement and enhanced financial performance. Many companies are underperforming on both. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.
Influitive
AUGUST 22, 2017
Still relying on email campaigns to engage and communicate with your customers and prospects? These innovative B2B marketers are doing things differently. They aren’t wasting time crafting clever messaging or chasing the latest marketing fads. They’re driving retention and acquisition by harnessing the power of their customer advocates. By building engaging advocacy programs, these marketers.
Andrew Mcfarland
AUGUST 22, 2017
In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the.
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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.
ReviewTrackers
AUGUST 22, 2017
This article was written by Victoria Greene, a freelance writer and brand consultant. She writes her own blog VictoriaEcommerce , where she shares her best tips for gaining honest customer feedback. Your brand’s reputation matters. 4 out of 5 Americans read reviews before making purchases online and 84 percent of people trust online reviews from strangers as much as recommendations from their friends and families.
ShepHyken
AUGUST 22, 2017
Nicky Billou on How to Think and Win Like a Champion. How would you like to know how to build your own personal brand to become a thought leader in your industry? Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone.
CustomerGauge
AUGUST 22, 2017
Antony Laycock is CustomerGauge’s Director of Software Engineering. He has 25+ years of professional experience and has been in his current position with CustomerGauge for over a year. He was excited to share about the great developments our Engineering team has been making and what it’s like working in the beautiful Amsterdam office! What are […].
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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,
dscout People Nerds
AUGUST 22, 2017
Sisters Julie and Stefanie Norvaisas on working together, learning from each other, and research in both digital and physical realms.
Provide Support
AUGUST 22, 2017
Tips for collecting customer data. Customers are putting a great deal of faith in you, when they’re telling you personal information. It’s essential that you understand the gravity of this relationship and the level of trust a customer is instilling in you when they disclose these things to you. Spamming them, selling their information to another company or letting it fall prey to a cyber attack are all situations where the trust given to you will immediately be shattered.
Clarabridge
AUGUST 22, 2017
Are brands interacting with their customers in the right way to get useful feedback? The answer is: no, not always. While surveys are often used as the barometer of customer sentiment, many companies face two key challenges: How to encourage a healthy survey response rate that allows them to accurately interpret the customer journey. How to uncover the root-cause of customer issues.
Strativity
AUGUST 22, 2017
IF AN NBC NEWS TRUCK WERE to park in front of your office, what would your employees do? When I ask this question, most CEOs squirm and mutter the answer we all already know: they would run away. A news truck is rarely interested in good news, and there are few in an organization who are authorized to speak to the press. It’s time to rethink this policy.
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.
CXApp
AUGUST 22, 2017
On the surface, modern fitness trackers and related apps - like those that Fitbit offer - seem rather obvious. Marked as “smart” devices or wearable tech, they’re essentially aggregators of data to provide measurable insights to, hopefully, illicit pride, inspire effort, or effect change.
Talkdesk
AUGUST 22, 2017
Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. In any contact center, the admin has the most responsibility because they make sure things are operating smoothly for everyone else. With that in mind, Talkdesk has given admins the utmost ability to make changes to their contact center with the least red tape.
Confirmit
AUGUST 22, 2017
Recently I was speaking with one of our clients in the pharmaceutical industry about her company’s call center and some of the challenges she has collecting data from that function. She told me that her company has many different levels within the call center , and each level handles different types of calls. One of the most common type of calls into the pharma call center come from the end patient.
Talkdesk
AUGUST 22, 2017
Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. In any contact center, the admin has the most responsibility because they make sure things are operating smoothly for everyone else. With that in mind, Talkdesk has given admins the utmost ability to make changes to their contact center with the least red tape.
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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.
Strativity
AUGUST 22, 2017
IF AN NBC NEWS TRUCK WERE to park in front of your office, what would your employees do? When I ask this question, most CEOs squirm and mutter the answer we all already know: they would run away. A news truck is rarely interested in good news, and there are few in an organization who are authorized to speak to the press. It’s time to rethink this policy.
Talkdesk
AUGUST 22, 2017
Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. In any contact center, the admin has the most responsibility because they make sure things are operating smoothly for everyone else. With that in mind, Talkdesk has given admins the utmost ability to make changes to their contact center with the least red tape.
LiveChat
AUGUST 22, 2017
Sales agents deal with difficult customers each day. Most of the time, it’s easy to handle this type of situation but sometimes you need to show some serious negotiation skills in order to avoid bigger conflicts. This is very important because of the well-known mantra that the customer is always right. And if you keep your clients satisfied, you will earn the good reputation.
Grade.us
AUGUST 22, 2017
Your service didn’t deliver as promised. You guys let me down. Again. We’re sorry you had an unpleasant experience. Please send a message to support and we’ll be happy to help. What’s wrong with this picture? A customer service rep has offered a canned response to a unique customer problem. His response reads like a form letter. He was polite enough, so why are customers on the receiving end of this so angry?
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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?
Verint
AUGUST 22, 2017
Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards? Very frustrating! What’s even more frustrating? Finding your lost wallet in your coat pocket right after canceling your cards. If this has happened to you, don’t feel bad.
Brad Cleveland Blog
AUGUST 22, 2017
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in … Continue reading → The post The Contact Center’s Role in Building Self-Service Channels appeared first on Brad Cleveland.
Storyminers
AUGUST 22, 2017
Jon Ferrara co-founded the pre-Facebook, pre-Internet, pre-LinkedIn CRM system called GoldMine. His motivation was to connect people at a more personal level—to let them build relationships that build real value. That’s still his mission at his newer company, Nimble. Their product is what many call the “world’s first social CRM.” More than a CRM, Nimble helps companies connect the tools, silos, and customer experiences that many find difficult.
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