CX Advantage Walker
APRIL 11, 2018
Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing.
InMoment XI
APRIL 11, 2018
Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. These maturity models do provide value, but too often they are based on a CX firm’s experience, rather. View Article.
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Centriam Customer Experience Lab
APRIL 11, 2018
Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters
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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.
Customer Bliss
APRIL 11, 2018
After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. These actions are explored in my upcoming book, Would You Do That To Your Mother?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
APRIL 11, 2018
Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what
CX Journey
APRIL 11, 2018
Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
GetFeedback
APRIL 11, 2018
Want to keep tabs on customer sentiment without the hassle? With our prebuilt survey question, measuring customer satisfaction is easier than ever.
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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.
Customer Bliss
APRIL 11, 2018
If you look back on your career journey, do you recognize specific skills and experiences that paved the way for you to succeed in your current role? In today’s episode, I revisit conversations with two customer experience leaders in healthcare, Geeta Wilson , VP of Consumer Experience – Enterprise Transformation at Humana , and Jackie McAtee , who at the time, was vice president of marketing and customer experience for Mayfair Medical Imaging.
Experience Matters
APRIL 11, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Apple for earning the top customer experience rating across software firms.
IntouchInsight
APRIL 11, 2018
Insider tips from Jim Tincher (CCXP) and customers on how to build a successful customer-focused strategy across your organization.
Experience Matters
APRIL 11, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Amazon (Kindle) for earning the top customer experience rating across computer & tablet makers.
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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,
Uniphore
APRIL 11, 2018
A few weeks ago, Gartner revealed a pretty stunning prediction : by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots.
ShepHyken
APRIL 11, 2018
A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X.
ReviewTrackers
APRIL 11, 2018
The state of social media today isn’t the same as it was a few years ago. In a rapidly evolving landscape, marketers must continue to keep an eye on industry trends and stay up to date with the latest social media marketing statistics. Here are some numbers to help you achieve a Big Picture view of social media marketing in 2018. Social Media Marketing Statistics.
Joe Rawlinson
APRIL 11, 2018
An effective e-commerce ecosystem is vital to business success in today’s mobile-first economy. E-commerce sales increased 23.2 percent in 2017, making up over one-tenth of total U.S. sales, eMarketer estimates. Online sales are growing five times faster than offline sales, and will account for 17 percent of total sales in the United States by 2022, Forrester projects.
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.
Amity
APRIL 11, 2018
When it comes to onboarding a customer successfully, you need to know when to let the reigns loose and let your customer soar. But when is the right time to do so? Let go too quickly and adoption will plateau. Let go too late and you’re looking at being a part of never-ending, back and forth emails filled with questions about your product. By the nature of putting plans into place, we tend to focus on dates, but Day 30 isn’t anything magic, it’s when the customer has advanced e
ProProfs Chat
APRIL 11, 2018
“Your most unhappy customers are your greatest source of learning”. — Bill Gates, Microsoft. No matter what industry or business you are in, customers are your most important assets and maintaining customer relationships is one of the crucial steps for growing your business. All you need to do is keep yourself abreast with tools and technologies that come with handy integrations.
Oracle
APRIL 11, 2018
“Not only can we excel in commerce and engagement, but we can impact people’s lives and make a difference in this world.” — Roger Rohatgi, Creative Director, Object Edge. Object Edge was announced the winner of the Modern CX Hackathon yesterday at Oracle Modern Customer Experience 2018. Object Edge is a new team to the “Hack a Smarter Customer Experience” competition, and Roger Rohatgi, Creative Director for Object Edge, says the inspiration for their solution
Strativity
APRIL 11, 2018
As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. That includes making interactions easier, making more informed, fact-based decisions, and being more proactive in improving their own health. The availability of this richer information provides improved customer insight.
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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.
Second to None
APRIL 11, 2018
Like other fields, organizations get gain the upper-hand by monitoring and responding to popular trends in the Customer Experience field. Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. 2018 is a particularly interesting moment in this space due to the impact that advanced technology is having on a brand’s ability to communicate with its customers.
Eptica
APRIL 11, 2018
Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Published on: April 11, 2018. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. However, most current Voice of the Customer (VoC) programs focus on structured data , from sources controlled by the company, such as feedback surveys sent out to consumers.
Oracle
APRIL 11, 2018
Lesson 1: Leave room for risk. Have a safe space to try things out, especially since “there’s no one-size-fits all audience” for marketing per Magen Hanrahan, VP of Media and Marketing Services at Kraft Heinz Company, during her keynote at Modern Customer Experience. By leaving room for risk, you open yourself up for new ideas—from new marketing channels to new data application—to test and learn what works for your brand.
ClientSuccess
APRIL 11, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
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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?
Lithium
APRIL 11, 2018
Over the last few years there has been a fundamental shift in the way consumers connect with brands to get their questions answered and problems solved. At one time a consumer’s initial reaction to a printer breaking or their cable TV going down was to 1) take a deep breath, then 2) pick up the phone and begin the arduous process of waiting on hold listening to elevator music.
Confirmit
APRIL 11, 2018
Are your employees engaged? According to Gallup research, a staggering 87% of employees worldwide are not. Clearly, it’s time to rethink your employee engagement strategy! So, let us help you! Join our experts EJ Sieracki and Terry Lawlor for their webinar Rethinking Employee Engagement. In this webinar you’ll learn about the new approaches leading organizations are taking to drive powerful culture change by creating an environment of continuous listening.
Lithium
APRIL 11, 2018
Over the last few years there has been a fundamental shift in the way consumers connect with brands to get their questions answered and problems solved. At one time a consumer’s initial reaction to a printer breaking or their cable TV going down was to 1) take a deep breath, then 2) pick up the phone and begin the arduous process of waiting on hold listening to elevator music.
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