CSM Magazine
JUNE 25, 2019
Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and comment sections on company websites themselves, CX leaders are now faced with a question many aren’t sure how to answer. “Should I respond to positive and negative customer feedback? If so, is there a best way to do so?
Strikedeck
JUNE 25, 2019
Andy shares the challenges in the Age of the Customer, and looks forward to how it will differ in the Age of the Consumer.
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Alida
JUNE 25, 2019
“How do you keep people engaged when you’re collecting ongoing insight?” is a common question we get asked. The only way to maintain fast, agile access to a group of opted-in, richly profiled customers that you can collect feedback from over time, is to find the magic to engage them so that you continue to obtain their consent.
NICE inContact
JUNE 25, 2019
It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels.
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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.
Experience Investigators by 360Connext
JUNE 25, 2019
The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
JUNE 25, 2019
Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way.
Comm100
JUNE 25, 2019
AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it sound like agent-facing AI is just a fad. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye. Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI
TechSee
JUNE 25, 2019
Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service in
ShepHyken
JUNE 25, 2019
A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. The Interview with Ford Blakely: When faced with a problem, it’s important to approach it from the standpoint of convenience.
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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.
CX Journey
JUNE 25, 2019
Image courtesy of Pixabay Today I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way.
iPerceptions
JUNE 25, 2019
With summer now officially upon us, it’s time to take a look at some of the great Customer Experience (CX) stories that caught our eye recently.
SurveySensum
JUNE 25, 2019
Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. Offering exceptional guest experience is on the priority list for successful restaurants or hotels. No matter how tech-savvy people are becoming but still whenever they visit a restaurant for the first time to spend good times with friends or family, they prefer relying on word-of-mouth recommendations.
ModSquad
JUNE 25, 2019
Customer touchpoints are the points of contact between your brand and your customers. They occur throughout the various stages in the customer journey. These crucial points of interaction provide companies with the opportunity to engage consumers, strengthen brand storytelling and awareness , market products and services, and address concerns before they grow large enough to prevent sales.
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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,
North Highland
JUNE 25, 2019
“Will you have enough money to support yourself when you finish in the world of work?”. Sounds like a straightforward question but there is no simple answer. It all depends. In the UK, two key legislative changes have significantly impacted pension saving and retirement income – (1) auto-enrolment into compulsory workplace pension schemes and (2) Pension Freedoms.
Totango
JUNE 25, 2019
Customer Success Management (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.
Advantage Communications
JUNE 25, 2019
Are you looking to improve your customer service, better your company’s customer experience (CX) and create new revenue opportunities through an outsourced call center? If so, then we are pleased to announce the launch of our brand new ebook - The Definitive Buyers Guide to Outsourcing Your Call Center.
Kustomer
JUNE 25, 2019
Cloud-based technology has revolutionized the way small businesses work. Nowadays, entrepreneurs can access top platforms without spending a fortune or hiring a team of developers. Next to the dozens of benefits cloud applications offer, there comes a challenge: Not all apps “talk” to each other. Most business tools collect valuable customer and prospect information in different stages of a customer’s journey.
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.
Totango
JUNE 25, 2019
Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics.
Keatext
JUNE 25, 2019
The post Retail experiences of the future depend on data appeared first on Keatext.
Answer Dash
JUNE 25, 2019
(This article was originally published on Salesforce blog ) Now that customers engage directly with your company on more and more channels, the position of customer service has elevated from "cost center" to marketing tool, competitive differentiator, and linchpin in the quest for exceptional customer experience. It's no wonder customer service is one of the top priorities for business leaders across the globe.
ReviewTrackers
JUNE 25, 2019
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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.
MyCustomer
JUNE 25, 2019
Voice of the Customer. How semiotics can help us decode customer emotion.
ModSquad
JUNE 25, 2019
Customer touchpoints are the points of contact between your brand and your customers. They occur throughout the various stages in the customer journey. These crucial points of interaction provide companies with the opportunity to engage consumers, strengthen brand storytelling and awareness , market products and services, and address concerns before they grow large enough to prevent sales.
Ian Williams
JUNE 25, 2019
In the previous blog, we spoke about the fact that the real benefit of Customer Journey Mapping comes from the pain points, the moments of truth, the wow opportunities and commercial opportunities generated by the exercise, and that these elements can potentially form the basis of transformation activity across the organisation. The map itself is not the point of Customer Journey Mapping.
Merkle
JUNE 25, 2019
The Challenge: Our client, a flight company, wanted an engine that would recommend ‘add-ons’ to new and returning customers making bookings, and even after the booking is made. There were a handful of challenges that came with this project: we had limited data (10 months) and over 800 million possible combinations of customers, flights and products.
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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?
CSM Magazine
JUNE 25, 2019
VoiceFoundry, an SDP-accredited Amazon Connect consulting partner and reseller and provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced with Service Management Group (SMG), a global customer experience management firm, the release of VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect.
Oracle
JUNE 25, 2019
SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 17th video in the Smarter Demos series, we take a look at some of the latest CX tech for the financial services industry. Maharshi Desai, Senior Solution Engineering Manager, Oracle demonstrates a new way of doing business in the financial services industry, including onboarding customers in an efficient and secure way with blockchain.
Magellan Solutions
JUNE 25, 2019
Live answering services are not really that unusual these days, especially that we are already in the age of the Internet. However, to offer live chat or telephone answering services to small businesses is a different story on its own. Meanwhile, there’s a rapid change in the transportation sector. Back in the day, never in anybody’s wildest dreams would anybody believe that there will come a time when we can hail a cab using our smartphones.
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