Happy or Not
JUNE 5, 2019
CX leaders are challenged with what it means to spearhead CX efforts. To improve their influence, and results, CX leaders can start by grasping and implementing 5 key essentials. The post 5 Essentials for Customer Experience Leaders appeared first on HappyOrNot.
Interactions
JUNE 5, 2019
Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. It’s no question you should be looking to invest in it too, but customer experience can be a multifaceted and complicated journey and it’s challenging to know where to start.
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InMoment XI
JUNE 5, 2019
In today’s industry, there’s a constant demand for corporations to deliver a positive ROI (Return of Investment) from their business initiatives. There are many challenges when it comes to investing money into solutions, and it can be difficult to determine where efforts would be best met. Sometimes, just the very thought of taking a risk.
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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.
C3Centricity
JUNE 5, 2019
Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. This is exactly what happened to me last month. The topic? Business Growth. Most marketers will soon be leaving on their annual vacation and are realising just how little time they will have left to meet them when they return.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.
NICE inContact
JUNE 5, 2019
“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!”. What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do to correct them? Can I take medication for it?
Uniphore
JUNE 5, 2019
As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.
NICE inContact
JUNE 5, 2019
The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology.
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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.
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.
CX Journey
JUNE 5, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey. The bad news is that you don't think your organization has evolved as much as you'd hoped it would by now.
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management.
ShepHyken
JUNE 5, 2019
You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities. You may have heard other versions of this expression. One of the more humorous versions is, “Walk a mile in your customer’s shoes, and once you’re a mile away, you can say anything you want about the customer and they can’t hear you.”.
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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,
Calabrio
JUNE 5, 2019
This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).
CX Journey
JUNE 5, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey. The bad news is that you don't think your organization has evolved as much as you'd hoped it would by now.
Heart of the Customer
JUNE 5, 2019
I attended Medallia’s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out that I want to share: There is no one right metric. Despite having NPS inventor Fred Reichheld speak the first day, […]. The post What are the World’s CX Leaders Doing?
Oracle
JUNE 5, 2019
Sales isn’t easy. According to a study by CSO Insights (download required), less than half of forecasted business ends up closing, with 2/3 of respondents surveyed reporting that their organizations need “improvement or major redesign” of their processes for capturing new business. So how do you make sure you stand out from the crowd and get the selling process right?
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.
North Highland
JUNE 5, 2019
How to Win the Talent War and Keep Star Performers at Your Door. In the previous installment of our managed services series, we explored how to inspire high-performance talent through purpose-driven missions and employee-engagement strategies that are tied to personalized motivations. Now we’ll consider the role individualized retention strategies play in winning the war on talent and ensuring that star candidates are as committed to the organization as the organization is to them.
Eptica
JUNE 5, 2019
Date: Wednesday, June 5, 2019 Author: Steve Nattress - International Solutions Director Why Knowledge is power. Published on: June 05, 2019. Author: Steve Nattress - International Solutions Director Brands understand that today’s consumers demand more from the customer experience and customer service than in the past. People want to buy from companies they trust and those that make the whole buying experience easy, simple and smooth.
Call Experts
JUNE 5, 2019
There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Confident, happy, and proud employees are going to serve customers with pleasurable experiences ensuring that they return soon and make future purchases. It is essential to focus on employee satisfaction. .
kommunicate
JUNE 5, 2019
Our team is working hard each and every day to bring the best customer support software experience to you. This time we have done a lot of improvements in our web app and released new versions of mobile SDKs and Agent Apps. If you have missed April release updates, read here. Web App Welcome messages [.]. The post Here’s What’s New from May 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.
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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.
NetBase
JUNE 5, 2019
As summer approaches in the Northern Hemisphere, thoughts of cold, creamy beverages take hold – and quick-serve brands eagerly comply and compete. What are folks saying about milkshakes, and how are popular brands doing as milkshake season begins? Trends Affect Social Analytics Results. Social analytics is never boring – but surely some things are iron clad, aren’t they?
Talkdesk
JUNE 5, 2019
Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered. Despite available street parking or parking garages, driving into San Francisco can become annoying with all the traffic, a hassle with the parking meter time limits, or expensive with the parking garage prices.
ForeSee
JUNE 5, 2019
Verint ForeSee Brings Focus to Big-Impact VoC Strategies Unique to Your Business There’s a lot of talk about complexity in customer experience: The journey is fragmented, digital is upending everything,
Up Your Service
JUNE 5, 2019
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience. This is the link to watch Challenge 1: Challenge 1: Setting Effective Service Standards.
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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?
MyCustomer
JUNE 5, 2019
Loyalty. Why is the departing customer an ignored persona?
Innovative CX
JUNE 5, 2019
People, Processes and Tools. I hear them often in discussions and presentations as critical to the execution of an effective customer experience in an organization. Often, I fear they are bantered about as catch words rather than meaningful ways to approach improving the experience your customers have with your organization’s products and services. This is especially true in contact center operations where investment in all 3 is critical for both the sales and service functions.
Up Your Service
JUNE 5, 2019
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience. This is the link to watch Challenge 1: Challenge 1: Setting Effective Service Standards.
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