Fri.Jan 11, 2019

How are Omnichannel and Artificial Intelligence Changing Quality Management?


The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

3 Downloadable Resources to Help You Earn Customer-Driven Growth

Customer Bliss

Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother?

Our Top 10 Customer Experience Posts of 2018

Kerry Bodine

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.)

4 Customer Success Mistakes (and how to fix them)


The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

4 Ways to Boost Your Online Customer Reviews

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you handling and responding to your customer reviews like a pro? In episode 39 of Experience This! ,

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More Trending

Think Customer Experience is overrated? Here’s why CX is the new Marketing.


If you read the signs right, it makes sense. The X-factor that defines your brand and drives people to pay for it, may not be what it was a decade before. You should have seen this change coming. How feature-rich your product is doesn’t cut it anymore.

An Overview of the Yelp API


Image courtesy of Yelp. The data of over 50 million Yelp business listings isn’t just available on the Yelp website or app; it can also be available through an API — although Yelp restricts some access.

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Mastering Competitive Analysis Reporting


As the lines between categories and industries overlap and blur, competitors are everywhere. On top of that, add consumers who won’t settle for less than what they demand, and you’ve got a recipe for brand extinction if you aren’t fully aware of where you stand in the ranks.

The Essential Ingredients of a Successful Market Research Project

Chadwick Martin Bailey

I’m a big fan of The Great British Baking Show —a tv series following the trials and tribulations of amateur bakers vying to be named the UK’s best baker. Each episode, the bakers tackle a different skill with increasing difficulty as the competition unfolds.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Channel Data Is A Competitive Differentiator

Forrester's Customer Insights

Leverage Channel Data To Give Partners A Better Experience: Winning In The Channel Requires Data-Driven Program Innovation Brands that provide an enhanced partner experience grow faster than their peers, are more profitable, and drive higher customer satisfaction and retention downstream.

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5 Misconceptions Customer Success Has About Product


This is a guest blog post by Joe Daniels, Head of Content at Receptive. It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly.

How Can Brands Reach China’s ‘Slash Generation’?


Tom Doctoroff on how brands can appeal to the post-95s in China: a generation comfortable with multiple roles and identities but not immune to age-old contradictions and societal tensions that make them apprehensive about the future. Read the article.

SaaS Customer Service: Making the Most of Online Customer Experiences

B2B Customer Service Blog - TeamSupport

Running a SaaS (Software-as-a-Service) company is fun. It’s usually created by a couple tech enthusiasts with a great idea and extensive coding knowledge. Getting those first few customers feels amazing, and your core focus is on making them happy.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

A 2019 Guide To Chatbots (This Post Wasn’t Written By a Bot)

Hey, great news! You don't have to read another "what's hot in marketing in 2019" post. Why, you ask? Because I can pretty much sum it up in one word: chatbots.

Increase Sales through Ingenious Product Content – Here’s Your Guide


Think product descriptions don’t matter? Think again. According to a recent study by Salsify , 87% of online shoppers say that product description is either extremely or very important as they consider purchasing decisions.

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Find out how Agendor uncovered critical customer insights with NPS® Surveys


Online CRM. 50+ employees. Survicate customer since: February 2018. Survicate features used: Email surveys. Survicate NPS ®. How Agendor keeps improving their product with Survicate Website Surveys, and how a Product Management NPS ® Survey can be used to improve the work of the entire company. Agendor is an Online CRM with web and mobile solutions for sales professionals. The company offers all the essential sales tools through an affordable and accessible platform that is easy to use.

Delighting Customers With Experiential Marketing At Events (With Examples & Tips!)


We’re living in the experience economy, where consumer preferences are shifting from material things to experiences. In the B2B world, where events can sometimes be standardized affairs, savvy marketers know that standout experiences are the best way to cut through the noise and inspire word-of-mouth promotion. Today, we’ll focus on one specific aspect of live. The post Delighting Customers With Experiential Marketing At Events (With Examples & Tips!) appeared first on Influitive.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Highly Effective Customer Strategies - Act Less, Act More


Customer experience (CX) professionals always want to know more. It’s in our nature. What are customers thinking? What do they want more of? Did they like our staff? Were they disappointed? The list of questions can get out of hand quickly.