NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago. But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky.

Contact Center 159

Contact Center Call Recording ROI Report 159

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

ShepHyken

SEPTEMBER 20, 2019

This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. These issues are usually more complex, involving several internal stakeholders and requiring a larger, more advanced and specialized team to address them.

B2B 106

B2B CRM Software B2C 106

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? A great customer experience (CX) , of course. . In recent years, research by CustomerThink, Forrester, and Gartner have found at least 70% of business leaders believe CX will help their companies differentiate in a

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Beyond Philosophy

SEPTEMBER 20, 2019

How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved.

How To 114

How To Consulting Customer Experience Management Loyalty 114

SurveySparrow

SEPTEMBER 20, 2019

One of the best ways to collect meaningful data for your business is to conduct user surveys. This is a tried-and-tested tactic that has been around since long before the modern trend for data analytics. . Yet just as important as ever are the issues of what survey questions you can ask, and how to ask them. Quite simply, by making mistakes here, your data collection will be compromised.

Survey 75

Survey Exercises Data Examples 75

GetFeedback

SEPTEMBER 20, 2019

So setzen Sie unternehmensweit NPS, CES und CSAT zum Messen der Kundentreue und Optimieren der Kundenerfahrung ein.

NPS 150

NPS 150

ForeSee

SEPTEMBER 20, 2019

World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal.

Customer Insights 71

Customer Insights Analytics Case Study ROI 71

ProProfs Chat

SEPTEMBER 20, 2019

Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. It weakens the roots of even a great business and well-known brand. .

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

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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

Team Support

SEPTEMBER 20, 2019

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. Remember, this team isn’t just an extension of customer support, so common metrics like average ticket close time will fail at accurately representing their contribution to your company.

Metrics 60

Metrics Customer Success Net Promoter Score NPS 60

Oracle

SEPTEMBER 20, 2019

Autumn is in full swing, which means fall activities are back on the menu. How has customer experience (CX) technology evolved to play a larger role in making sure you have as much fun as possible under a canopy of foliage? Check out a few picks for the tech most likely to improve your September, October, and November this year. Smart homes, smart vacations.

Technology 58

Technology Trends System Course 58

Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. One of the key aspects of fixing user friction is understanding how to prioritize that work along with things like new feature development. At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar.

Roadmap 58

Roadmap Exercises Sales Marketing 58

NetBase

SEPTEMBER 20, 2019

Today is the first day of a week-long global climate strike , and if your brand hasn’t taken note of this event yet, it may want to start now. Here’s why so many brands are participating in some way, along with the online sentiment that’s informing their efforts. Greta Got it Going. When she was 15, Greta Thunberg started taking time off of school to demonstrate for climate action in front of Swedish parliament.

Brands 49

Brands Government Fashion Ecommerce 49

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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

Gainsight

SEPTEMBER 20, 2019

The new year is right around the corner, which means time is running out to get your budget in order. Customer growth is the goal of every business, but budgeting for a growth-driven strategy in 2020 is as difficult as ever. Customer growth is constantly evolving as new advancements in technology are made. This means that what worked last year may not be enough to keep up this year.

System 56

System Software Customer Success Customers 56

Helen Dewdney

SEPTEMBER 20, 2019

Operation Matterhorn gears up to rescue stranded passengers. The travel company Thomas Cook is in serious financial trouble. Unless it can find £200 million in extra funds to secure its future, it could fall into administration this weekend. This morning Thomas Cook shares, which have dropped 92% in value over the past year, hit a record low. News broke on Thomas Cook was in financial troubles. and the company has been in talks with Fosun, the largest shareholder in the company.

Social Media 52

Social Media Banking Government Financial 52

LiveChat

SEPTEMBER 20, 2019

Last week, McDonald’s bought Apprente, a technology firm specializing in artificial intelligence (AI) systems to take orders in quick service restaurants (QSR). They mentioned drive thrus in the press release. And drive thrus account for around %70 of their sales. They’re even making their acquisition into a new Silicon Valley branch of the company – McDonald’s Tech Labs.

Customer Service 51

Customer Service Chatbots Study Technology 51

Feedb

SEPTEMBER 20, 2019

Your business will make more money if your customers are happier. But how do you keep your customers happy? How do you even know what your customers like or dislike about your product? Ask them. Today, customers have more control, more options, and higher expectations than ever. If you run your own business I know you do your best to please your customers, satisfy their needs, and eventually to keep them loyal to your brand.

Feedback 40

Feedback Advertising Social Media Customers 40

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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

Opinionator

SEPTEMBER 20, 2019

Unfortunately, a smile, “thank you” and even a nice tip aren’t enough to guarantee customer satisfaction these days. Some people are simply too busy to leave feedback, or not interested in doing so. After all, if you’ve given them exactly what they asked for, why should they be expected to tell people about it? However, anything that your customers perceive as negative could immediately lead to them voicing or for that matter, publishing online their negative experience. .

Customer Satisfaction 40

Customer Satisfaction Measurement Tips Customers 40

Forrester's Customer Insights

SEPTEMBER 20, 2019

Yes, W+K produces the industry’s most iconic work. Yes, McDonald’s appointing W+KNY lead creative agency is a major accolade. And, yes, its a blow to the future of creativity. The prevailing point of view is McDonalds USA’s selection of W+KNY as its lead creative agency is an affirmation of creativity and a referendum […].

Industry 47

Industry Advertising Brands Customer Experience Management 47

MyCustomer

SEPTEMBER 20, 2019

Voice of the Customer. CSAT, NPS or CES - it's not about the numbers.

NPS 59

NPS Measurement Customers 59

Forrester's Customer Insights

SEPTEMBER 20, 2019

(Co-authored with Nancy Lin, Senior Associate) The Hong Kong Monetary Authority (HKMA) recently announced 8 new virtual banking licenses in the market and their operators will all launch new digital-only banks there before or in early 2020. Here is what we think is happening: The regulator’s objective is clear: disrupting traditional banking and improving digital […].

Banking 32

Banking Retail Marketing Customers 32

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

delighted

SEPTEMBER 20, 2019

Historically, the concept of “customer experience” has been seen as purely the responsibility of customer support. Today, this couldn’t be more inaccurate. In the past, customer experience was whether or not the support rep on the phone or the attendant managing department store returns — or any other gatekeeper of company protocol — could help you amend a product related issue.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

ProProfs Chat

SEPTEMBER 20, 2019

With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so? Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share.

Survey 56

Survey Net Promoter Score Effort Score NPS 56

Alliance by IFS

SEPTEMBER 20, 2019

With new service offerings and more brand alternatives available to consumers, competition in the field service industry is heating up. Your company needs to offer superior value to win business. Why should customers choose you over your competitors? Technology-enabled customer experience improvements represent the best ways to set yourself apart, according to a recent Astea-sponsored report from Field Technologies.

Technology 62

Technology Self Service Customer Experience Social Media 62

Totango

SEPTEMBER 20, 2019

5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. I filled my notebook with best practices and action items that can immediately impact performance, and I know you did too!

Customer Success 62

Customer Success Fashion Healthcare Touchpoint 62

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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.

Training

Alliance by IFS

SEPTEMBER 20, 2019

Your business has many moving parts. How effectively do they communicate with one another? If your business is working in data silos, data errors and delayed decisions are more likely to plague your operations. Even worse, your customers are more likely to feel frustrated by long response times and miscommunications because you lack a holistic view of their customer journey.

Management 62

Management CRM Customer Satisfaction Customer Relationship Management 62

Bold360

SEPTEMBER 20, 2019

We all know that nobody wants nor has time to deal with bad customer service. But unfortunately, bad customer experiences happen every day. And while it’s no consolation to the customers who have been at the receiving end of lousy support, other businesses can learn from common CX mistakes. Let’s take a look at seven frequent causes of poor customer experience to uncover the ways businesses can change bad experiences for the better: 1.

Customer Service 55

Customer Service Self Service Chatbots Social Media 55