Experience Investigators by 360Connext
MAY 3, 2018
There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into a complicated nightmare. Think of insurance – the idea of it is lovely. If we all chip in a little at a time, we’ll be there for each other next time something goes wrong for one of us.
Second to None
MAY 3, 2018
Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Bliss
MAY 3, 2018
Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa. As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
Omnicus
MAY 3, 2018
Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers.
Advertisement
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.
IntouchInsight
MAY 3, 2018
Our predictions and can't miss sessions for this year's CXPA Insight Exchange. See you at the event!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Heart of the Customer
MAY 3, 2018
“The more visual the input becomes, the more likely it is to be recognized – and recalled. It’s called the pictorial superiority effect.” – Brain Rules by John Medina Or, said differently, if you want your teams to remember what really matters to your customers – their Moments of Truth, their delights, and what frustrates […]. The post Science shows why your customer journey maps need to be visual appeared first on Heart of the Customer.
Magellan Solutions
MAY 3, 2018
The Philippines is undoubtedly among the highly-coveted regions across the globe as far as business process outsourcing (BPO) is concerned today. Over the years, the Philippines has pulled off exceptional feat in client satisfaction and overall performance leading to great success for venturing foreign investors. Two decades after the first call center started its operation, the call center industry has flourished and developed into one of the top targets of foreign companies investing in busine
Truthlab
MAY 3, 2018
Reading Time: 3 minutes When it comes to design and development, there is always more to learn and new ways of seeing things. To keep a fresh perspective, brush up on skills and gain new ones, I follow several creators on YouTube. If you are looking for some educational and inspirational design resources, here are a few I’d like […]. The post Craft your Design Skills by Following these YouTube Channels appeared first on truthlab.
dscout People Nerds
MAY 3, 2018
Tricia Wang on why the digital age means everyone (even non-researchers) should understand ”thick data.
Advertisement
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.
Alliance by IFS
MAY 3, 2018
Next week technology services professionals will be gathering in San Diego, CA for Technology Services World Expo 2018. The theme for this year’s conference by TSIA is how technology companies are leveraging the expertise of both their Sales and Service teams to land, retain, and grow their customer base. Visit the Astea Team at Booth #22. Astea is excited to be exhibiting at Booth #22!
Escalent
MAY 3, 2018
Success of Comcast’s Xfinity Mobile has potentially big repercussions in telecom, new research shows Editor’s Note: This is the second installment of a three-part blog series based on a new, independent research study called “The Xfinity Mobile Effect.
Alliance by IFS
MAY 3, 2018
Next week technology services professionals will be gathering in San Diego, CA for Technology Services World Expo 2018. The theme for this year’s conference by TSIA is how technology companies are leveraging the expertise of both their Sales and Service teams to land, retain, and grow their customer base. Visit the Astea Team at Booth #22. Astea is excited to be exhibiting at Booth #22!
Oracle
MAY 3, 2018
Along my marketing career path, I evolved from writing articles on a manual typewriter to helping B2B clients offer seamless multi-channel experiences. I started as a copywriter for a sales magazine, wrote and promoted a book, and eventually started a public relations agency. The firm has had several iterations, starting with a specialization in thought leadership programs for B2B companies.
Advertisement
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,
COPC
MAY 3, 2018
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Deb Scholz, human resources coordinator, COPC Inc. What does a multi-billion-dollar enterprise-level company like Amazon have to do with me? Where is the common ground? Experience has taught me that it lies at the intersection of real life and their customer care.
Responsetek
MAY 3, 2018
The speed of change brought about by technological advances has brought with it certain expectations. One of those expectations is that customers and prospects will have a consistent experience of your brand across all channels, from your website to your customer service center to your brick-and-mortar store. It’s disconcerting for consumers to see a slick, glossy presentation one place and then be met with a clunky, hard-to-navigate brand presentation elsewhere.
Waypoint Group
MAY 3, 2018
A: They all articulate the challenge of Business-to-Business work. Let me explain…. You keep using that word … I do not think it means what you think it means. There is no spoon. It’s a snake ! Here’s the issue : B2B professionals must be cautious when using the word “customer.” There is no “customer” in B2B, and using that word only creates confusion.
Responsetek
MAY 3, 2018
How the gap between expectation and reality can create both a headache and an opportunity for your brand to win. One of life’s rarest yet greatest moments is when someone or something turns out to be as good as we hoped it would be. A Tinder swipe, a first date, an online purchase, a holiday destination, a meal we’ve spent hours cooking, a movie we’ve waited months to see; no matter what it is, that amazing feeling of elation that comes with having our expectations met or exceeded is absolutely
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.
Forrester's Customer Insights
MAY 3, 2018
I have a new work crush. It happened, of all places, at the ANA’s Advertising Financial Management conference earlier this week in Hollywood, FL. My new marketer inspiration? Denise Karkos, CMO of TD Ameritrade, who talked us through what it means – and why it’s so CRITICAL – to be an accountable CMO. Here’s a […].
Brad Cleveland Blog
MAY 3, 2018
From the video series "Thriving in the New Era of Customer Relationships"
Forrester's Customer Insights
MAY 3, 2018
When salacious tales of Cambridge Analytica’s activities emerged in 2018, we thought the company was finished. The many on-air discussions of illegal activities, law enforcement warrants, legal action threats from partners, and questionable ethics had appeared to doom them. We then saw multiple suspensions and resignations, and on May 2nd, 2018 Cambridge Analytica announced it […].
Advertisement
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.
Forrester's Customer Insights
MAY 3, 2018
Forrester’s research shows half of firms have moved some digital marketing capabilities in-house and another third plan to do so. Whether you are a company CMO or an agency CEO, in-sourcing involves a lot of anxiety. Both should ask, “What does this mean for my business?” Make In-House Digital Marketing A Strategic Asset. It’s time […]. Forrester’s research shows half of firms have moved some digital marketing capabilities in-house and another third plan to do so.
ReviewTrackers
MAY 3, 2018
Travel planning has changed. With limitless sources of information accessible in an increasingly social world, travelers have essentially become their own agents. Just ask any Web-searching, iPhone-brandishing, Instagram-loving traveler who fires up Google, TripAdvisor, Booking.com, or Travelocity to find hotels, Expedia and KAYAK to book flights, Lonely Planet or Fodor’s to finalize itineraries and tours.
Forrester's Customer Insights
MAY 3, 2018
We didn’t think the Cambridge Analytica story could get any darker, but clearly it has. Yesterday the New York Times reported that Cambridge Analytica filed for bankruptcy as clients flee the firm post improper data harvesting and suspect targeting practices for election manipulation. The article disclosed that Cambridge Analytica had been planning to reorganize with […].
Advertisement
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
MAY 3, 2018
Measuring marketing results or ROI is the No. 1 challenge marketers face in Asia. To tackle this problem, 68% of marketers in Asia plan to invest more in marketing measurement. My latest report, Master The Fundamentals Of Marketing Measurement, helps marketers understand the best practices for improving their marketing measurement and the major barriers they […].
Amity
MAY 3, 2018
To ensure that you continue to drive meaningful experiences through customer interactions, you need to identify the key customer touchpoints that provide the most value for your company. A customer touchpoint is any way that a consumer can interact with a business via company, staff, or product, including but not limited to CSM-customer meetings, 1: many communications, website interactions, and app feature usage.
emcien
MAY 3, 2018
Last week we met with a national retail company. They have about 5,000 brick-and-mortar locations across the country, more than 20,000 unique products, and a new loyalty program that includes a store credit card for customers. The Business Problem. But they had one big problem. Some of their customers weren’t paying their credit card bills. And this was eating a large hole in the profitability of their loyalty program.
Expert insights. Personalized for you.
206 
Let's personalize your content