Fri.May 12, 2017

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Proactive Customer Service and Its Importance

Uniphore

Solving the customer’s problem – before they are aware of it. A proactive approach to customer service may be more difficult to pull off, but it offers a wide array of benefits that should excite any enterprise. Read More.

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Enterprise Connect 2017: Contact Center Round-up

NICE inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. And I ought to know. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center themes this year? Cloud, cloud and more cloud.

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Choice Availability Responsiveness and Personalization

Uniphore

If you want your contact center to keep pace with increasing customer expectations, you need to focus on the key areas of choice, availability, responsiveness and personalization. Read More.

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Guest Blog: How to Take Your Leadership from Good to Great

ShepHyken

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. We thought we might do something a little different this week and share a leadership article by Lolly Daskal. – Shep Hyken. Our personalities in great part determine how we influence the people around us. Every leader needs to understand that who they are being as they leading their employees will make the biggest difference when it comes to success.

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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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In Customer Success, Is Bragging Such a Bad Thing?

Amity

​Do you ever feel like you’re doing SUCH a great job, but it goes a bit unnoticed? Customer Success can be lonely, you often hear from your customers when they’re having issues, but when life is good, they seem to forget you’re even there. Well, here’s some good news, humblebragging is actually a good thing for your customer, and can be a driver of success.

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CX Reality Check: Do you and your customers share the same perspective?

Clicktools

Our CallidusCloud CX team participated in a half-day training session recently, presented by ClearAction. The purpose of the training (which included everyone from sales and marketing to customer success and support) was to underscore the power of positive CX, the importance of building trust in customer relationships, and the resulting ROI of doing so.

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Is Organizational Change Management Just the “Fluffy Stuff” or Is there Real Business Value?

Natalie Petouhof

Tweet Is OCM and CC Kumbaya? When I first lead organizational change management (OCM) and culture change (CC), it was at previous high tech company; a company made up of mainly engineers. When the topic was first announced as part of our integrated product developed process (a.k.a. teaming) it was labelled very quickly as “apple pie and motherhood.” Many thought we were going to sing Kumbaya or I was going to bring cake and cookies to meetings.

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The Process and the Script in Customer Service: Should You Always Hold on to Them?

LiveChat

Recently Jeff Bezos, Amazon CEO, released his annual letter to shareholders. It’s a must-read missive, filled with pearls of management philosophy and leadership lessons from the guy who created the $430 billion juggernaut. Bezos is focused on how to prevent a successful business from becoming a lumbering organization that eventually succumbs to “stasis.

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Focus on the customers, not the metric

Smith+co CX

Richard Owen, CEO of Satmetrix, the leading customer measurement company, gave a thought-provoking speech to open their Customer Experience summit in London recently. Richard said that some companies were fixating on the NPS (Net Promoter Score) metric rather than the ‘concept’. The notion of focusing on your most valuable customers; those that drive revenue growth through retention and referral, makes perfect sense.

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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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Personalization is good for business

Customer Enthusiast

A recent study by Springboard Retail revealed that 68 percent of survey respondents said they are likely or very likely to revisit a clothing store due to a personalized experience. The study lists a number of ways that a retail customer’s experience can be personalized ranging from offering monogramming services to providing access to a personal stylist.

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