Mon.Mar 13, 2017

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How to improve survey data quality

QuestionPro Audience

Numerous industry reports have consistently shown that, in comparison to other research methodologies, online research remains the dominant methodology of choice for research practitioners. With nearly 90% of the US population online, followed by 76% in Europe, it’s no surprise why online data collection remains king. When it comes to eCommerce, online sales are projected to reach $523 billion in the next 5 years, up by 56% from the previous year.

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How to avoid the Innovator’s Dilemma: A look at Snapchat’s disappearing users

Alida

Five years ago, Snapchat disrupted social media with its carefree, ephemeral media and augmented reality features. Fickle young users, myself included, came from Instagram in search of something more disposable, fun and interactive. At a time when social networks seemed overrun by ads and news stories, Snapchat offered a momentary escape. It was a refreshing way to share some of life’s sillier or less photogenic moments.

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Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!

ijgolding

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T.

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#SXSW: Emerging AI with a Focus on Greater Experiences

Experience Investigators by 360Connext

It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext. But I’ve also been soaking in the “next” that is what is shared here. The overwhelming theme this year is about artificial intelligence and using it for good, so here are a few themes that seem to be permeating the zeitgeist. 1.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Startling Revelation! Tell More Jokes To Get Ahead in Business

Beyond Philosophy

When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business.

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Recipe for Service Greatness

Wired and Dangerous

In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away! We believe there are three ingredients that create this superb service greatness recipe. Those ingredients are: the dream, the drive, and the discipline.

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3 Simple Ways To Promote Productivity And Proactiveness

Amity

Many customer success organizations still work in a high touch approach. If asked, they will admit that their job is to do anything for the client. This approach is not scalable, time-consuming and what is worst, it hands over the control of the journey to the client instead of leading it. In this blog post we're going to address how to make the customer success team more proactive.

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Casual sexism is alive and kicking in UK boardrooms

Helen Dewdney

Only a day after International Women’s Day, at a Retail Week seminar entitled “How to become a non-exec director”, one was left wondering what role women had as non-executive directors. The session was provided by three male chairmen of boards, one male commercial director and one male chair of panel. Perhaps someone should have a word with the organiser about ensuring some diversity?

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Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner

Avaya

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. To meet these expectations, nearly 90% of businesses today compete solely based on the CX.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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GDPR – Could Be The Best Kick Up The Backside

Martin Hill-Wilson

The General Data Protection Regulation (GDPR) hits home 25th May 2018. Lawyers and consultancies are having a field day. Many of their internal counterparts are hyperventilating over the size of challenge and lack of corporate urgency to get ready. This time the challenge is all the greater since existing legislation has remained toothless in terms of meaningful consequences.

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Simple, Powerful, Affordable Customer Communications Management Software

Topdown

In the last four to five years, we’ve seen a plethora of new tools emerge in the digital experience (DX) delivery space, particularly in martech. But customer communications management software (CCM) has largely been left out of the big DX platforms. Though CCM vendors haven’t been standing still and have been developing new iterations of their offerings or acquiring other companies’ solutions, dedicated CCM software has largely remained monolithic and siloed in nature.

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3 Simple Ways To Promote Productivity And Proactiveness

CSM Practice

Many customer success organizations still work in a high touch approach. If asked, they will admit that their job is to do anything for the client. This approach is not scalable, time-consuming and what is worse, hands over control of the journey to the client instead of leading it. In this blog post we’re going to address how to make the customer success team more proactive.

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How to Avoid the Employee Sophomore Slump

Verint

What’s the employee sophomore slump? According to CIO.com writer Sarah K. White in her article, “ How to use gamification to improve employee engagement ,” it’s when “the high of a new job wears off” and the job has “lost its glamour and that excitement fades.”. Employees are most likely to become disengaged at this point in their role. In fact, according to Gallup, 70 percent of U.S. workers are disengaged at work. 1.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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5 Top Customer Service Articles For the Week of March 13, 2017

ShepHyken

Each week I read a number of customer service articles from various online 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. 47 Social Media Statistics to Bookmark for 2017 by Alex York. (Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news.