Customer Bliss
AUGUST 22, 2018
Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores.
CSM Magazine
AUGUST 22, 2018
We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers. Why is it that we seem to think that empathy plays no role in Business? I think that is so very wrong. Business is all about the buying and selling of goods and services.
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Retently
AUGUST 22, 2018
“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. From ensuring flight safety and regulators’ compliance to providing scrumptious meals, from battling global uncertainties to keeping airfares competitive, every system has to work like a Swiss watch to ensure on-time performance.
QuestionPro Audience
AUGUST 22, 2018
What is a market research panel? A market research panel is defined as a group of research participants, selected for market research studies. These research panelists help a researcher to evaluate a brand or products/services offered by the brand, thus also called brand research panel. A market research panel is a more popular option as compared to the more traditional phone interviews.
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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.
Omnicus
AUGUST 22, 2018
Here’s why your omni-efforts are failing your business. Is the omni-experience a dying fad? Or will it eventually deliver on its promise of providing an all-in-one and flawless customer experience? The answer remains debatable. Despite the popularity of omnichannel, a 2018 survey by BRP Consulting showed that a measly 7% of retailers offer a comprehensive customer experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Omnicus
AUGUST 22, 2018
Here’s why your omni-efforts are failing your business. Is the omni-experience a dying fad? Or will it eventually deliver on its promise of providing an all-in-one and flawless customer experience? The answer remains debatable. Despite the popularity of omnichannel, a 2018 survey by BRP Consulting showed that a measly 7% of retailers offer a comprehensive customer experience.
ShepHyken
AUGUST 22, 2018
Someone once said that if you want to know if the company is treating their employees well, try the coffee. The coffee? Really? Okay, I get it. One little detail can give you a glimpse into a much bigger picture. The idea is that the coffee machine and the quality of the coffee is an indication of how the employees are treated. One day we hired an employee to work at Shepard Presentations.
Omnicus
AUGUST 22, 2018
Here’s why your omni-efforts are failing your business.
Michelli Experience
AUGUST 22, 2018
A specific domain of experience design is service design. Let’s look at what’s needed to craft service experiences (influenced by people, process, and technology) that will engage customers, increase consumer spend, fuel loyalty, and drive referrals. + Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience.
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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.
Oracle
AUGUST 22, 2018
The world is full of great advice on how to deliver an outstanding customer experience, but what if you don’t want to deliver a great CX? What if your goal is to deliver bad customer service? Based on our observations of some of the best and worst CX practices, my friends and I in the Oracle CX Sales and Service Cloud team complied a detailed list of 42 ways to deliver bad customer service.
Thematic
AUGUST 22, 2018
Let’s bring some clarity to the messy subject of Advanced Text Analytics , the way it’s pitched by various vendors and data scientists. This is the 3rd of a series of 5 posts, where I explain what’s popular and what’s possible. If you haven’t read my earlier posts here are the links to: Approach 1. Word Spotting , which you can build in 10 min or less.
LoyaltyPlus
AUGUST 22, 2018
It sounds far-fetched, but the growing trend among businesses that aim to benefit fully from next-generation technology, is to exploit the application of game mechanics and to drive up loyalty by applying popular techniques upon which gaming is based. A key challenge in today’s market is to continuously focus on customer experience and the ability to direct, or influence user behaviour to build “enterprise loyalty”, which means – being able to successfully influence emotional behaviour to
Interactions
AUGUST 22, 2018
AUGUST 22, 2018 Over the past few months, virtual assistants. Read more » The post A Guide to Virtual Assistants for Brand Managers appeared first on Interactions Resource Center.
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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,
One Millimeter Mindset
AUGUST 22, 2018
Self bias is a powerful force in how we acquire, serve and retain our customers. Yet, as we chase quotas and attempt to fulfil KPIs, often the last professional attribute we think about is self bias. This week, I am engaged in what I love and what I do best. Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention.
Playvox
AUGUST 22, 2018
Call center agents play a pivotal role in a customer’s overall experience of a business or organization. When a consumer makes a phone call, they expect to receive the highest standard of service. This is easier said than done, though. Call center agents may lack the necessary training, knowhow, or technical abilities to actually resolve the customer’s problems exactly as they would like.
Provide Support
AUGUST 22, 2018
Have you ever thought about why you are losing customers? Perhaps you are giving them a reason to leave? A study from NewVoiceMedia found that: 67% of customers left a company due to poor service. 10% have switched more than 5 times in the past year. $430 is the average loss per customer. On the whole, all those service failures cost to businesses in the United States $75 billion per year.
Lithium
AUGUST 22, 2018
Online voting opens on Wednesday August 22nd at 5:00 a.m. PT and closes Friday August 31st at 5:00 p.m. PT. Year after year, we become even more impressed with the Lithy Awards entries; 2018 is no exception. Brands continue to up the ante when it comes to delivering stellar digital CX. In fact, the Lithy Award competition has become so fierce that we’ll need your help identifying the best of them.
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.
inQuba
AUGUST 22, 2018
On the 21st August 2018 inQuba hosted a live webinar for financial services professionals. Our industry expert speakers were Trent Rossini (COO, inQuba) and Desan Pillay. CXO, inQuba (ex-Head Strategy Nedbank Business Banking and previous Strategy Consultant). Questions that were addressed. How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels?
Lithium
AUGUST 22, 2018
Online voting opens on Wednesday August 22nd at 5:00 a.m. PT and closes Friday August 31st at 5:00 p.m. PT. Year after year, we become even more impressed with the Lithy Awards entries; 2018 is no exception. Brands continue to up the ante when it comes to delivering stellar digital CX. In fact, the Lithy Award competition has become so fierce that we’ll need your help identifying the best of them.
Bizagi
AUGUST 22, 2018
We are buzzing with excitement right now at Bizagi. I personally cannot wait to spend time with our global customer community all together at Bizagi Catalyst 18 on 16-18 October. If you’re not yet signed up then register here. . The event is fast approaching and it is set to be the highlight of the year. We’ve got a packed agenda full of customer success stories, inspiring industry thought leaders and training sessions.
Lithium
AUGUST 22, 2018
Online voting opens on Wednesday August 22nd at 5:00 a.m. PT and closes Friday August 31st at 5:00 p.m. PT. Year after year, we become even more impressed with the Lithy Awards entries; 2018 is no exception. Brands continue to up the ante when it comes to delivering stellar digital CX. In fact, the Lithy Award competition has become so fierce that we’ll need your help identifying the best of them.
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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.
Help Scout
AUGUST 22, 2018
Can you remember your toughest customer? Chances are, the experience involved some sweat, maybe some tears, and a few extra cups of coffee. When you’re dealing with people, there’s no rulebook. A rational approach doesn’t necessarily evoke a rational response. Learning to tease out the nuances of interactions with difficult customers and untangle the right solution takes time, thoughtfulness and skill.
Lithium
AUGUST 22, 2018
Online voting opens on Wednesday August 22nd at 5:00 a.m. PT and closes Friday August 31st at 5:00 p.m. PT. Year after year, we become even more impressed with the Lithy Awards entries; 2018 is no exception. Brands continue to up the ante when it comes to delivering stellar digital CX. In fact, the Lithy Award competition has become so fierce that we’ll need your help identifying the best of them.
Bold360
AUGUST 22, 2018
Can a bot really be a psychopath? The folks at MIT think so. Well sort of. MIT researchers recently conducted a study using AI to create a digital psychopath named Norman (loving the Alfred Hitchcock reference). But this wasn’t just a study to see if we can create monsters with technology – it was really designed to educate us as we enter the age of AI.
NICE inContact
AUGUST 22, 2018
We heard your feedback that you want more visibility into what happens to your Product Enhancement Requests. Ideas are coming to the NICE inContact Customer Community. Gone will be the days of submitting a Product Enhancement Request to your technical representative and wondering what is going on with it. With Ideas you’ll be able to submit your own request where it will be shared with other customers to vote and comment, search and weigh in on other customers’ submissions, and view
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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
AUGUST 22, 2018
Oracle recently launched Autonomous Transaction Processing (ATP) service to complement its Autonomous Data Warehouse (ADW) offering. Similar to ADW, Oracle’s ATP service focuses on self-tuning, self-securing and self-managing but for OLTP databases. An important part of its autonomous database strategy is its Exadata appliance, which is an scale-out optimized database system.
IntouchInsight
AUGUST 22, 2018
Here are some tips to help design a comprehensive lead-nurturing plan at your next trade show.
Brad Cleveland Blog
AUGUST 22, 2018
From the video series "Thrive in the New Era in Customer Relationships"
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