Alida
APRIL 5, 2017
Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. What exactly does “patient-centric” care mean? What does it look like, and how should providers implement it in their practices and hospitals? Enter: The kings of customer-centric service, interaction and engagement—retail brands.
Uniphore
APRIL 5, 2017
In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints. Read More.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NICE inContact
APRIL 5, 2017
The fashion world constantly needs shaking up, and TechStyle is doing exactly that. By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. Whether it’s the active wear of Fabletics, footwear with Shoedazzle, women’s fashion from JustFab, or children’s items via FabKids, TechStyle’s great taste doesn’t stop at clothing.
CX Journey
APRIL 5, 2017
Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. It was published on their blog on June 7, 2016. I've made slight modifications. Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year!
Advertisement
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.
Beyond Philosophy
APRIL 5, 2017
Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CustomerGauge
APRIL 5, 2017
Introducing Next-Generation Net Promoter® It’s time to shake up the status quo and forge a new path in the Net Promoter Score® narrative. Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. See how this new model evolved over time to become the current industry-standard for Net Promoter Score and the NPS® […].
Amity
APRIL 5, 2017
Let’s say your sales team closes a huge deal. Then one year later, that client decides not to renew. What went wrong? If you’re not sure, it may be time to reexamine your onboarding process. Customer success teams in businesses with recurring revenue spend a significant portion of their time strategizing ways to get a leg up on churn using reactive approaches, without taking the proper steps to build success from day one.
Forrester
APRIL 5, 2017
Have you ever thought about going to the doctor and questioned, even momentarily, "Hmm, I wonder if my insurance will cover this?" Or have you ever received a medical bill that was higher than expected? If so, you know these situations don't elicit a great feeling -- and you're not alone. The fear of not being covered or the disappointing surprise of finding out you owe more than expected are all-too-common and unpleasant feelings that customers face when it comes to dealing with health insuranc
Confirmit
APRIL 5, 2017
Have you ever wondered what means to look at Market Research through the eyes of an anthropologist? If I try to think as an anthropologist I can understand the consumer behavior more deeply and with greater immersion. As a Market Researcher I always try to understand the consumer and what is the best way to meet the consumer’s needs - in other words, what is the ESSENCE of the consumer?
Advertisement
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.
Eptica
APRIL 5, 2017
Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. Author: Angus Prentice The insurance industry is facing enormous pressures. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate , while lowering the barriers to entry for new competitors.
Toonimo
APRIL 5, 2017
The digitization of companies is pervasive nowadays. If companies haven’t yet transitioned online, they are in the process of doing so. Most every enterprise in operation today, regardless of industry or sector, uses the most up-to-date technology to harness oceans of data currently being generated by smartphones, sensors, digital cameras, GPS devices and multiple other information sources.
ForeSee
APRIL 5, 2017
We’re kicking off our 11th annual ForeSee Summit in Phoenix, Arizona with some great news — today we announced record revenue in 2016 and the 16th consecutive year of growth. The post ForeSee reports record revenue appeared first on ForeSee.
delighted
APRIL 5, 2017
Haphazardly crafted surveys are everywhere. It’s an epidemic. Surveys can suffer from a variety of issues, and they all result in the cardinal sin of squandering customers’ precious attention. One of the most notorious time wasters is when a company asks for information they already have. Consider this all too common scenario: You book a flight to Maui for a long overdue vacation.
Advertisement
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,
Confirmit
APRIL 5, 2017
Established in 1998, B2B International is the world’s leading B2B Market Research specialist. Its tailored business-to-business research projects help companies to drive tactical and strategic action by delivering insights in a commercial context. This case study demonstrates how B2B International has worked with Wolseley UK to seek the views of over 15,000 customers about the service and support provided by every Plumb, Parts and Drain Center branch or training facility.
CSM Magazine
APRIL 5, 2017
Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt has over 20 years of BPO and call center outsourcing experience and has sold and managed accounts with leading Fortune 500 and mid-sized companies in addition to strategic consulting services.
Confirmit
APRIL 5, 2017
Public sector research specialist Orima Research has assessed and reported on some of the most high-profile and important government projects of the past decade. Evaluating the effects of a government program in remote Australia has its own unique challenges for even the most experienced field researchers. The company was commissioned to undertake a project with the aim of collecting information about the experiences of participants in a high-profile government trial aimed at finding an effectiv
The DiJulius Group
APRIL 5, 2017
Perspective If you are going to help make your organization a World-Class Customer service organization, you must have a consistently great outlook. You must see opportunities where most do not. You must believe in the present and future. You must have charitable assumption of your Customers and confidence in your existing and future generation of […].
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.
Confirmit
APRIL 5, 2017
Confirmit Compass is a methodology that defines the maturity of a VoC program as part of a larger customer experience (CX) strategy, enabling businesses to map their activities according to five key elements; Vision, Design, Engagement, Action and Value. Confirmit Compass is the industry’s only independently scientifically validated Customer Experience (CX) Program Maturity Assessment Model.
Forrester's Customer Insights
APRIL 5, 2017
Early Digital Intelligence Platform Players Deliver Great Value - Yet Have Many Opportunities For Improvement. As digital disruption continues its unstoppable march, digital engagement is rapidly evolving and customers' expectations that they will get what they want during moments of digital interaction continue to grow. Now more than ever, firms need to understand their customers during and across these moments -- and use this understanding to surprise, delight, and personalize.
Confirmit
APRIL 5, 2017
Confirmit Compass CX Assessment services help you cut through the noise and drive your CX program toward success. Our comprehensive, yet standardized CX Program Assessment accurately measures the maturity of your company’s Voice of the Customer program and identifies key areas for improvements to help you impact key business goals and objectives.
Brad Cleveland Blog
APRIL 5, 2017
Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes. The post Be There for Your Customers Podcast appeared first on Brad Cleveland.
Advertisement
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
APRIL 5, 2017
A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with their online services.
Brad Cleveland Blog
APRIL 5, 2017
Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.
Michelli Experience
APRIL 5, 2017
I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or 10 are classified as promoters, 7 and 8 are referred to as passives, and respondents who answer 6 or below are viewed as detractors.
Brad Cleveland Blog
APRIL 5, 2017
Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.
Advertisement
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?
Michelli Experience
APRIL 5, 2017
I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or 10 are classified as promoters, 7 and 8 are referred to as passives, and respondents who answer 6 or below are viewed as detractors.
Expert insights. Personalized for you.
154 
Let's personalize your content