Michelli Experience
NOVEMBER 21, 2017
Let’s pretend I gave you a company. Awful nice of me right? Well, maybe not! The company is a chain of video stores. Remember those? If you are old enough to recall the video rental phenomena, the landscape for that industry was dominated by Blockbuster and Hollywood Video, but there were a panoply of local video providers as well – one in virtually every strip mall.
Beyond Philosophy
NOVEMBER 21, 2017
It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns.
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Comm100
NOVEMBER 21, 2017
Technical support and customer service is not a picnic. It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”. Unhappy with the bill – “it costs too much for this product that doesn’t do what I thought it did.”.
Customer Bliss
NOVEMBER 21, 2017
Overview. Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program. In this episode, I speak with Marc Riesenberg , Director of Marketing for Coding with Kids, who spoke about implementing a CX program and improving the UX while serving
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Team HGS
NOVEMBER 21, 2017
Trend 8: Virtual Reality, Augmented Reality, and 3D Holograms. Raghuraman Anantha Ramakrishnan Senior Manager Operations. Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Over the course of the past year, we’ve dedicated a blog post to each of these CX game changers. Here we dissect CX Trend No.8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ClientSuccess
NOVEMBER 21, 2017
5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. It can be tempting to sit there wondering what happened, or how the relationship dynamic changed so quickly.
ShepHyken
NOVEMBER 21, 2017
AI Fuels Virtual Assistants in the Customer Service World. Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service. How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence.
ClientSuccess
NOVEMBER 21, 2017
For those just joining my 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.
Confirmit
NOVEMBER 21, 2017
In this podcast, Confirmit’s Vice President of CX Consulting, Shelly Chandler discusses what really makes an effective Customer Experience strategy that drives change. Shelly focuses on some of the key elements of a successful CX strategy, including: Vision. Programme design. Company-wide engagement. Driving action. Delivering value. Download this podcast today to find out how you can ensure your own program drives tangible business results for your organization.
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Quadient
NOVEMBER 21, 2017
As far back as 1986, author Dick Foster released the book "Innovation: The Attacker's Advantage", building on the work of Peter Druker, describing the impact of "technological discontinuities", or times when the leading technology in a market suddenly shifts. Today, we refer to that concept as disruption. Disruption is everywhere, impacting every industry, and has formed some of the world's largest companies, generating billions in market capitalization over the past decade.
Martin Hill-Wilson
NOVEMBER 21, 2017
Over the last decade, self service never really caught on in the way some had hoped. The IVR variety could work after a fashion with enough determination to see it through. But it always demanded you submitted to the way it wanted to work and so was seldom a memorable user experience. Even well designed web based service portals were a chore in terms of finding answers.
Customer Alignment
NOVEMBER 21, 2017
Why is it then that seemingly every week there is news about another brand that is opening a physical brand experience space for its customers when many agree with Gartner’s belief that “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human”? Every day we hear more about how technology is changing the world for customers and employees alike.
Grade.us
NOVEMBER 21, 2017
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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.
Verint
NOVEMBER 21, 2017
Understanding the practical implications of digital transformation demands inclusion and assessment of the delivery capabilities of an enterprise, alongside thoughtful management to optimize. This is particularly true of those B2C businesses which are continuously faced with the challenge of engaging with their customers at the right time, across multiple channels—all wrapped in the data-driven context of that customer’s relationship with the business.
Smith+co CX
NOVEMBER 21, 2017
As a Communications and PR Consultant in B2C and B2C markets, I have always been conscious of what can happen when a poor customer experience is the precursor to poor communications. It happens across the board - from the giant brands to the SMEs. Whether it’s a technology failure or a human error, most customers have experienced unsatisfactory communications from brands that they’ve parted cash with and subsequently been let down by.
QuestionPro Audience
NOVEMBER 21, 2017
Thanksgiving is almost here, and to many Americans, that means turkey, football and Black Friday shopping. Love it or hate it, it’s become something of an institution in the United States. The day after Thanksgiving first became popular among shoppers in the late 1920s, when Macy’s department store advertised holiday sales during their annual Thanksgiving Day parade in New York City.
Inbenta
NOVEMBER 21, 2017
Around 12 million American adults are misdiagnosed every year by doctors. That is enough to fill the country of Ireland two and a half times over. With an aging population , making the country’s healthcare system more accurate and efficient is becoming an increasing priority. Fortunately, there is a solution. Artificial intelligence is already making great strides in treating patients and also reducing the strain on medical staff.
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.
Kapta Customer Success
NOVEMBER 21, 2017
Account-Based Everything is all the rage these days as sales teams and account managers are shifting their tactics to focus on accounts rather than just leads. You’ve probably heard of Account-Based Marketing (ABM), and I’m sure you’ve heard of Customer Success, but have you ever thought of combining both approaches to create the ultimate relationship management system?
Talkdesk
NOVEMBER 21, 2017
This interview with Aaron Levie, CEO at Box and Jeetu Patel, CPO at Box was originally published in Opentalk Magazine. . Which audiences benefit the most from the emergence of app platforms? While the end goal is for all applications to be built for a user, the key benefactor of app platforms is the developer. A good app platform allows the developer to focus on the core competency of their company and use the app platform to accelerate development on areas that aren’t their core but still massi
QuestionPro Audience
NOVEMBER 21, 2017
Happy Thanksgiving from QuestionPro Audience! Thanksgiving is a time to gather with family and friends and give thanks. Here’s wishing you a relaxing holiday with good food and even better company. QuestionPro wants to prepare you for the inevitable moment when you’re searching for a safe, non-political topic to chat with your great aunt about, so we’ve compiled a list of fun facts you may not know about Thanksgiving—check out our infographic below.
Provide Support
NOVEMBER 21, 2017
To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. – Bill Quiseng. Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. It’s more about offering an experience that creates an emotional connection between the customer and the brand.
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