Experience Investigators by 360Connext

FEBRUARY 4, 2019

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Oracle

FEBRUARY 4, 2019

A quick search on SmarterCX for “DevOps” won’t return any results – or at least it wouldn’t have before this post was written. That makes sense, right? What could DevOps have to do with customer experience? As I found out, everything. Two years ago, I was sitting in a board room in San Francisco with a cornerstone client that did $250 million in annual revenue.

Customer Experience 87

Customer Experience Software Meeting Customers 87

ReviewTrackers

FEBRUARY 4, 2019

Patient satisfaction surveys are one of the best ways to gauge the patient experience and understand your healthcare group’s online reputation. Why does that matter? Having a positive reputation is a major factor for 60 percent of consumers looking for new providers. In other words, it’s a key part of your patient acquisition strategy. Healthcare organizations are already aware of the HCAHPS survey, but creating a custom survey has its own benefits.

Survey 63

Survey Healthcare Abandon Rate Hospitality 63

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put this feedback to good use, but you’re not sure where to begin. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. We’ve now developed a system that allows us to put this powerful customer insight to work.

Survey 186

Survey Data Effort Score Feedback 186

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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.

Customers

Experience Investigators by 360Connext

FEBRUARY 4, 2019

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

GetFeedback

FEBRUARY 4, 2019

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put.

Survey 150

Survey Data 150

NICE inContact

FEBRUARY 4, 2019

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale ones—often without your agents even noticing.

Innovation 137

Innovation Contact Center Roadmap Report 137

Wired and Dangerous

FEBRUARY 4, 2019

Customers are different today! Their ever changing expectations continue to increase! 70% of American consumers say they have spent more money to shop with a business that delivers great service! (American Express). They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed!

Customer Expectations 87

Customer Expectations Customers Loyalty Customer Experience 87

Esteban Kolsky

FEBRUARY 4, 2019

this is one of those cases where paying attention brought two very different articles to contrast. and am not sure which way to go with this – stay tuned. first, I read this article from Futurism on the end of the era of Deep Learning. Quoting from it: Artificial intelligence developers may soon find themselves on the brink of a paradigm shift.

Software 74

Software Analysis Video Innovation 74

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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.

Communication

Myra Golden

FEBRUARY 4, 2019

Inflammatory words and an aggressive tone heat up an interaction like an oven heats up a room. The five biggest mistakes I see customer service professionals make when talking to upset customers are: Aggressive tone – A direct or authoritative tone will quickly lead to an escalation in aggression or to a supervisor. Making threats – Spitting off, “Calm down or I can’t help you” will assuredly not make a customer calm down.

Interaction 84

Interaction Customer Service Training Customer Experience 84

Kustomer

FEBRUARY 4, 2019

February, the second month of the year. By now, many of us have given up on our New Year’s resolutions and we’re still trying to pay off last year’s holiday debt. For me, February means so much more and it’s all because of the celebration of Black History. It’s a time for me to reflect on the tears shed, the sacrifices made, the victories won and the joy had by Black people everywhere.

Culture 78

Culture Leadership Company 78

ReviewTrackers

FEBRUARY 4, 2019

Can’t Get No (Patient) Satisfaction. There is a vital shift happening right now in consumer healthcare. People are bringing their technology-fueled expectations to their healthcare experiences, and patients are increasingly demanding innovation in the way care is delivered and managed. Just like in retail, travel and transportation, financial services, automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer enough.

Healthcare 62

Healthcare Net Promoter Score Hospitality Social Media 62

CSM Magazine

FEBRUARY 4, 2019

Many organizations identify customers through a narrow lens – only those individuals and organizations that purchase products or services. Within a wider framework, customers are defined as any person or organization that the company engages with, whether employees, partners, vendors, suppliers, and more. This broader view helps establish a different organizational perspective on how to engage, communicate, and serve those they engage with.

Fashion 49

Fashion Customer Centricity Groups Leadership 49

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Tips

Northridge Group

FEBRUARY 4, 2019

In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial crisis, most notably relaxing some of the Dodd-Frank requirements. The legislation came with mixed reviews – some lawmakers agree it provides necessary relief, especially for smaller financial institutions, while critics contend that the deregulation measures leave the system vulnerable to risk and financial instability.

Banking 47

Banking Industry Financial Measurement 47

NetBase

FEBRUARY 4, 2019

There’s arguably no greater stage for brands than the Super Bowl, football’s annual final match-up, which has become as much about the commercials as it is the sport. But commercials – as with all things in modern marketing – are not about your brand. They’re about your audience and what they want from your brand. How did that idea play out during Super Bowl 53?

Brands 46

Brands Consumers Trends Sports 46

MyCustomer

FEBRUARY 4, 2019

Voice of the Customer. How to conduct a CX audit.

How To 78

How To Customer Experience Customers 78

Kustomer

FEBRUARY 4, 2019

February, the second month of the year. By now, many of us have given up on our New Year’s resolutions and we’re still trying to pay off last year’s holiday debt. For me, February means so much more and it’s all because of the celebration of Black History. It’s a time for me to reflect on the tears shed, the sacrifices made, the victories won and the joy had by Black people everywhere.

Culture 40

Culture Leadership Company 40

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.

Retail

Perceptive

FEBRUARY 4, 2019

Workplace culture. It is a buzzword, and with good reason. A positive culture not only boosts the performance of your business but also keeps staff churn down and motivation up. It creates better problem solving, greater innovation, and is good for business all round.

Employee Engagement 40

Employee Engagement Engagement Culture Innovation 40

kommunicate

FEBRUARY 4, 2019

Now that we have all come out of our holiday mood, time for some important product updates. Read along to know more about the latest development, feature releases, performance improvements, and bug fixes. For previous versions of Product Updates, head here. Web App Improvements in Liz, the FAQ bot Liz will assign the conversation to a [.]. The post Here’s What’s New from January 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.

40

40

Forrester's Customer Insights

FEBRUARY 4, 2019

I am pleased to announce that Forrester and SEMPO (Search Engine Marketing Professional Organization) are partnering for the second year in a row to field a Search Marketing Survey. From last year’s survey, we highlighted five key trends from the survey that we saw in the search marketing industry.

Survey 49

Survey Marketing Trends Industry 49

Playvox

FEBRUARY 4, 2019

By 2020, customer experience is expected to become a main differentiator between brands , even overtaking products and pricing.

Customer Service 40

Customer Service How To Customers Brands 40

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Training

Forrester's Customer Insights

FEBRUARY 4, 2019

This morning I came across a story about Warby Parker’s new “virtual try-on” capability. It seems the 8-year old eCommerce company is dipping it’s toes back into augmented reality (AR). The rub is that the automagical feature is only available to people on Warby Parker’s iOS app for iPhone X or later. I guess Android […].

Ecommerce 47

Ecommerce Company Innovation Customer Engagement 47

Keatext

FEBRUARY 4, 2019

The post How to make the most of qualitative customer feedback with AI tools appeared first on Keatext.

Tools 40

Tools Feedback How To Customers 40

Forrester's Customer Insights

FEBRUARY 4, 2019

Pity the Poor Robots Q2 was all about robots and AI: Pringles, Google Translation, Mercedes A-Class, TurboTax Live and Sprint, while Michelob slipped a robot ad into early Q3 and Alexa appeared in Q4. While the Google and Mercedes ads showed the positive side of robots, Pringles, TurboTax and Michelob all showed robots longing for the […].

43

43

Grade.us

FEBRUARY 4, 2019

If you want to make sure your company isn't drowning in data or wasting a ton of money on marketing technology it doesn't need, Michelle Robbins is the woman you want to talk to. She's the former Senior Vice President Content and Marketing Technology for Third Door Media, and previously also served as their Editor-in-Chief for three publications: Search Engine Land , Marketing Land , and MarTech Today.

Consulting 35

Consulting Technology Marketing Analytics 35

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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?

Customer Experience

Forrester's Customer Insights

FEBRUARY 4, 2019

Enterprises have a variety of applications; the sheer scale of data volumes, data types, and business processes associated with them are putting unprecedented pressure on storage infrastructure. These business demands mean that technologies developed a decade ago are no longer able to serve the demands of today and tomorrow.

Technology 41

Technology Data 41

Brandwatch CX

FEBRUARY 4, 2019

61

61

Forrester's Customer Insights

FEBRUARY 4, 2019

I am pleased to announce that Forrester and SEMPO (Search Engine Marketing Professional Organization) are partnering for the second year in a row to field a Search Marketing Survey. From last year’s survey, we highlighted five key trends from the survey that we saw in the search marketing industry.

Survey 28

Survey Marketing Trends Industry 28