Oracle
APRIL 1, 2019
Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Consider: Forbes notes that both B2B and B2C transactions have more touchpoints than ever before. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right. Here’s how the view of omnichannel is evolving in the year ahead.
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Rant And Rave
APRIL 1, 2019
Ah… remember when April Fools’ Day was just a case of looking out for whoopee cushions or being duped by prank calls? Nowadays, we’re more likely to be the victim of a prank delivered directly to our inboxes or social media feeds.
Steve DiGioia
APRIL 1, 2019
As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
GetFeedback
APRIL 1, 2019
With all this focus on alternative survey distribution channels, you may think that emails are going the way of the rotary phone, but that couldn’t be any further from the truth. Email surveys are still the tried-and-tested avenue most brands use to collect feedback from their customers. . In this post, we’ll look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
APRIL 1, 2019
Let's look at three different scenarios wherein email surveys are the ideal option for gathering great customer feedback. .
NICE inContact
APRIL 1, 2019
Athens Services continues to expand its trash- and recyclables-hauling business to include partnering with communities and other groups on disposal and other environmental communities. The company’s growth has exploded, especially after winning a contract with the city of Los Angeles, in addition to serving residential and commercial customers in communities across Southern California.
ShepHyken
APRIL 1, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Is Poised for an AI Revolution by Vala Afshar. (ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.
ReviewTrackers
APRIL 1, 2019
Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. This holds true for banks and financial services providers, too. Here are some bank customer retention statistics to consider: According to Customer Think , the costs of acquiring a banking customer are estimated to be around $200 while the typical customer generates only $150 in revenue each year.
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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.
Myra Golden
APRIL 1, 2019
1. Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like. “It sounds like you disagree with my perception of you coming across as terse.” “It seems like you feel this expectation is unfair.” Most employees respond to successful l
Market Strategies International
APRIL 1, 2019
Bacon? Bacon, bacon, BACON!Wait! What do you mean you were only joking? I can’t actually buy bacon-flavored mouthwash? What a cruel April Fool’s Day joke.
Myra Golden
APRIL 1, 2019
Let’s say have a customer who right out of the gate demands to talk to a supervisor. You can take the three easy steps I teach in my workshops to keep some customers from escalating. 1. Recognize/Acknowledge. When a customer immediately asks to speak to a supervisor, not wanting to give you a chance to assist, you can Recognize emotions like this.
Think Customers
APRIL 1, 2019
In today’s omnichannel environment, a company’s customer service must be available whenever and wherever the customer wants. In the B2B space, where the transactions are costlier, the products are essential for operations, and service needs to be quickly available, the right channel is essential. According to the State of the Connected Customer report by Salesforce, around 80 percent of B2B consumers expect real-time interactions with companies.
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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.
Cyara
APRIL 1, 2019
When it comes to businesses, cloud-based services have aided the expansion of digital disruption as more and more processes move online. The three standard models associated with cloud computing are: Infrastructure as a Service, Software as a Service, and Platform as a Service.
NetBase
APRIL 1, 2019
When online speaks, we listen. With insight informed by powerful Next Generation AI capabilities, we’ve been able to keep our clients ahead of the curve at every turn – and now we’re moving beyond that and taking a bold step ahead of the pack. We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off.
Talkdesk
APRIL 1, 2019
When I started my career in 1988 as a sales rep for a predictive dialer company, call centers really weren’t focused on customer experience. As cost centers, they were hellbent on extracting every cent from the business. It’s no surprise that the outcome was a pervasive reputation for cringeworthily bad customer service. Even today, just the thought of dialing a 1-800 number can elicit cold sweats from the legions of customers who have suffered in the past.
Topdown
APRIL 1, 2019
Customer communications management (CCM) consists of a set of technologies for managing multiple moving parts to present a cohesive, consistent image for communicating with customers. There is a reason the focus is on customers rather than on company or product or service. Imagine a sports team. Although the main goal is for the players to perform well during games, a lot of behind-the-scenes effort goes into keeping them part of the team.
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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,
Andrew Mcfarland
APRIL 1, 2019
Recent studies show compelling evidence that US customer service centers are moving their employees north. The reason may surprise you. It turns out that service representatives treat people better when they are cooler. But when employees are warmer, for example.
InnerTrends
APRIL 1, 2019
I was having a call the other day with one of our customers and he wanted me right there and then to look into his data and tell him how to grow his SaaS business. Here’s what I told him. Basically, I told him there are no silver bullets, and that we need to take a step-by-step approach, but he wouldn’t listen. He was very persistent. So I said ok, let’s do it.
MyCustomer
APRIL 1, 2019
1st Apr 2019. T. Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. By. James Dodkins. Customer Experience Rockstar.
Avaya
APRIL 1, 2019
There are times when a customer needs to dial into your contact center to ask a question or request assistance. But first they must bypass the dreaded Pit of Misery, also known as the Interactive Voice Response (IVR) system. Typically, this Pit of Misery experience looks and feels something like this…. Cue robot voice: “ Hello, thank you for calling EOL Corp.
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
APRIL 1, 2019
Channel incentives are used to improve indirect sales performance, orchestrate partners’ behavior, and engender channel loyalty. For decades channel professionals have used channel incentives to drive behavior; whether establishing new behaviors, suppressing old ones, or repositioning partners for a new opportunity. Incentives are also effective in masking deficiencies in business value propositions.
Up Your Service
APRIL 1, 2019
Enjoy this interview with Jeff Eilertsen who leads the Client Success team at UP! Your Service with 25 years’ experience improving service and leadership in organizations around the world. As a consultant, keynote speaker and global master trainer, Jeff works with clients to develop people, processes and best practices to achieve a culture of Service Excellence.
Help Scout
APRIL 1, 2019
Of all the everyday challenges professionals face at work, clear communication and effective collaboration are two of the most pervasive. It’s easy for misunderstandings to happen (especially on a remote team. The way a woodworker has a woodshop and a dancer has a stage, companies have a digital stack of tools that either empower or disempower their teams.
Think Customers
APRIL 1, 2019
Whether screaming from the rafters or cheering at their TV, fans are the lifeblood of any sport. That's why it's essential for brands to utilize audience's social media to create the ultimate digital engagement platform for sports teams. Nathan Peterson of Tagboard recently chatted with TTEC's Jeff Marcoux about how sports crowdsourcing can be transformed into the a powerful CX resource.
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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.
Confirmit
APRIL 1, 2019
Webinar Details. EMEA, April 16th 2pm BST. Register Now. NA, April 16th 12pm EDT. Register Now. ANZ, April 17th 11am AEST. Register Now. Many people wonder, “Are surveys dying?” The answer is simple: NO. They are too valuable to the research process to fade out of existence anytime soon. They are, however, changing. The days of long, dry, and boring surveys are over!
Up Your Service
APRIL 1, 2019
Enjoy this interview with Jeff Eilertsen who leads the Client Success team at UP! Your Service with 25 years’ experience improving service and leadership in organizations around the world. As a consultant, keynote speaker and global master trainer, Jeff works with clients to develop people, processes and best practices to achieve a culture of Service Excellence.
Confirmit
APRIL 1, 2019
Asurion runs a best-in-class transactional Voice of the Customer program that is dedicated to driving action and improving the customer experience. The insights collected from their program is used both to report performance and drive actionable insight on the Asurion side as well as to provide the network operations team with deeper insights to manage their network of repair technicians.
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