Thu.Sep 22, 2016

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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Here’s a look at our favorite takeaways from this year’s Summit. 1.

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Voice of the customer: Your 4-point action plan

Customer Bliss

Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. Sometimes these voice of the customer approaches are great, but sometimes they’re put together by people who have never done boots on the ground CX work — and then they tend to be flawed.

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How Working Split Shifts Builds Closer Global Relationships

Kayako

How many times have you finished off the last bite of your lunch and wished that there was either more food, or you had more time to spend? For people in support, the emotional implications of our work can carry through even when we are not on the clock—for some of us, that may show up as checking our phones right before bed for CSAT scores, for others, it may be overthinking how we could have made a support interaction better while finishing up the last scraps of leftover macaroni and cheese.

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Top 30 Customer Service Books Every Team Needs to Read

Comm100

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” – Charles W. Eliot. Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Fascinating Insight! How You Make Decisions

Beyond Philosophy

Have you ever heard someone say, “I’m of two minds about this issue.” It means he or she can see both sides of the argument. However, this idiom confirms a deeper truth about the way we think, and, more importantly, the way our two minds can be in conflict with each other. We all have two ways of thinking: Irrationally and Rationally. As you might surmise, they don’t always agree with each other.

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How To Balance Digital and Human Customer Support

Martin Hill-Wilson

The more we adopt self managed, digital channels which optimise our expectations for ‘always there’, real time delivery, we are also rediscovering the expectation for human engagement when it matters. We are complex in our needs and so customer relationships are tricky in terms of striking the right balance. Therefore effective omni-channel design is an engagement experience that works in any given customer situation.

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User-Defined Engagement is in Avaya’s DNA

Avaya

User-defined engagement is our new mantra at Avaya. We dream it, innovate for it, develop it, live it. It is in our DNA. With more than 300,000 customers worldwide utilizing Avaya communications software, services and applications, we understand engagement better than most. We also know that in this new consumer-driven digital world, the customer should be the one to define their own digital experiences.

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Etsy understands the value of investing in technology to improve CX

ForeSee

For retail companies, providing a stellar customer experience translates to improved sales, higher loyalty, and more return business. But creating — and maintaining — a great CX can prove difficult, The post Etsy understands the value of investing in technology to improve CX appeared first on ForeSee.

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DX is the New CX- Why Customer Experience Isn’t Up to Snuff

Natalie Petouhof

Tweet Having been a long-term customer experience advocate and studied the field, I as many others, have noticed that while companies are saying that customer experience is a key differentiator, that it’s at the top of their priority list of business initiatives, that they are spending more on it but when customers are asked, they don’t think it’s better.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Who Moved My Cheese(burger)?

Daniel Group

Imagine you ordered a cheeseburger. But as you prepare to dig in, you discover there is no cheese. Now you just have a burger. I recently spoke to a customer who had a “burger only” experience. He rented a backhoe. Read More. The post Who Moved My Cheese(burger)? appeared first on The Daniel Group.

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Our Client’s are Seeing Vastly More Richer and Actionable Insights with Journey Mapping Using this Strategy

Gold Research

Many companies are creating customer journey maps to get a better idea about the various stages, steps and decisions customers make along their journey. But a surprising few capture and integrate in-store qualitative research into their journey maps. Why not capture, analyze and integrate the insights from one of the most important shopping aspects – the trip to and through the store.

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It Takes a Versatile Marketer to Thrive in an Age of Agile Marketing

CSM Magazine

The bottom-line goal of marketers hasn’t changed, of course. But in the rapidly-evolving world of digital marketing the job itself has undergone a dramatic transformation from pre-digital days. Today’s marketers have to navigate a dizzying array of proliferating channels and devices and knit them all together into an effective and productive strategy, navigating a complex professional landscape that requires an equally complex set of skills and personal traits, with an agility their predecessors

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Improving Customer Experience | CX Buzz of the Week (22nd September, 2016)

Customer Interactions

In this week’s #CX Buzz, Peter Fader for Adage asks why only the ‘right’ customers are right; Annette Franz tells you to use your employees voices to transform your CX; Chris Smith from Knowietech wonders how IoT will challenge everyday CX; From Mashable no less a great piece on 5 ways to conquer customer satisfaction – a case study of Zappos; Nicolas Bordas’s brilliant piece on what if brand meant CX; And finally, our tweet of the week is an endorsement of Bordas’s piece from none other than th

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Keste Wins Oracle’s Specialized Partner of the Year for CX Sales Cloud

Keste

We are honored (and, yes, a wee bit excited) to have won Oracle Specialized Partner of the Year North America in CX Sales Cloud.

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Customer Service KPIs Lead to Creative, Data-driven Improvements in the Customer Journey

Bold360

It’s one thing to determine which customer service KPIs a business needs to track in order to understand the customer journey. But it can be another thing entirely to dig down into those KPIs and discover all they have to say about the overall quality of that journey, and how it can be improved to optimize the customer experience. In fact, that was all but impossible to do before the new generation of cutting-edge customer service metrics solutions came along to afford marketers a comprehensive,

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Getting it right first time – the impact on customer service

Eptica

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Author: Pauline Ashenden Today’s consumers are time poor and impatient when they have an issue that needs solving. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact.