IntouchInsight

NOVEMBER 15, 2018

Create surveys your customers will want to complete with these 7 strategies that will boost your survey response rates.

Survey 227

Survey Strategy Customers 227

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer e

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Heart of the Customer

NOVEMBER 15, 2018

There are a ton of journey mapping tools out there. They all excel at certain components of journey mapping, but they don’t address some of the largest problems. The post Journey mapping tools don’t address the most critical challenges. appeared first on Heart of the Customer.

Customer Journeys 68

Customer Journeys Tools Employee Engagement Customer Centricity 68

Beyond Philosophy

NOVEMBER 15, 2018

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.

Social Media 148

Social Media Fashion Exercises Brands 148

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.

Customers

datastax

NOVEMBER 15, 2018

There’s a lot of chatter about hybrid databases these days. That’s because, in an era where unstructured data is becoming increasingly common, organizations need versatile databases that enable them to manage, store, process and analyze all of their data—not just their structured data. As companies move to hybrid cloud environments—according to Gartner , 70% of new database deployments leverage the cloud for at least one use case—they are forced to deal with the resulting data silos that are cre

Data 87

Data Innovation Examples Management 87

ReviewTrackers

NOVEMBER 15, 2018

What is a Yelp Sticker? Online review site Yelp has collected over 100 million reviews of almost every type of local business, from hotels, bars, boutiques, and restaurants to dentists, doctors, mechanics, and plumbers. If your business is listed on Yelp, your listing, at some point, will have its own reviews from users (if it doesn’t already). This is where having a Yelp sticker comes in handy: it can help you inspire shopper confidence and gain credibility by letting customers know that others

Guidelines 66

Guidelines Hotels Social Media Advertising 66

RapportBoost

NOVEMBER 15, 2018

By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. . Research tells us that 92 percent of customers have a positive experience using Live Chat compared to other forms of contact.

Training 71

Training Call Center Telecommunications Exercises 71

One Millimeter Mindset

NOVEMBER 15, 2018

At the end of each business day, our clients do not care about our job titles. And neither should we. First, our clients do not know what our job titles “mean.” How many times have we sat in a meeting or conference with colleagues who also carry the same job title that we do? The same job title in different organizations carries a different weight to it.

Customer Retention 70

Customer Retention Conference User Experience Consulting 70

inSided

NOVEMBER 15, 2018

There are dozens of online community variations, and as the digital landscape grows and grows, the sheer array of online platforms that facilitate community building for brands, businesses and individuals keeps pace. On a smaller scale, many social media platforms offer great engagement tools to kick off your community building efforts and help you grow your member numbers fast — but these growth benefits come at a cost.

Social Media 69

Social Media How To Tools Strategy 69

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.

Communication

Keste

NOVEMBER 15, 2018

When it’s all by itself, the number one doesn’t seem to be that much — one chance, one ticket, one person. But we know that when you add lots of ones together you can move mountains.

65

65

UJET

NOVEMBER 15, 2018

When you truly know your customer, you're better able to solve their problems and anticipate their needs. That's why it's important to give your team direct access to specific customer data.

Customer Service 56

Customer Service Customer Experience Customers Data 56

Truthlab

NOVEMBER 15, 2018

Surveys are the great, misunderstood research method and there are many reasons for this, as surveys are often: Poorly done Poorly timed Right tool/wrong time Wrong tool for the job However, the most important reason why surveys often fail is that surveys are deceptively simple to create and thus can be thrown together with just […] The post Great Survey Design: 4 Ways to Build a Better Mouse Trap appeared first on truthlab.

Survey 54

Survey Tools Customer Experience Design Customer Experience 54

kommunicate

NOVEMBER 15, 2018

Previously, we presented you with a simple and effective guide to integrating dialogflow bot in a website. In this article, we will be sharing steps to do the same in an Android app. All you need to build a sample chatbot for an android app is Dialogflow and Kommunicate. Below is an example of Kommunicate Support Bot [.]. The post Build Android Chatbot with Dialogflow (API.ai) appeared first on Kommunicate Blog.

Chatbots 58

Chatbots Examples 58

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,

Tips

Avaya

NOVEMBER 15, 2018

This blog is authored by Krista Capone, Sr. Manager, Corporate Marketing at C3i Solutions. Krista has over 10 years’ experience leading marketing, branding, lead generation and communications initiatives. At C3i Solutions, Krista is focused on strategies for advancing the company’s position in the marketplace. This blog was first published May 31, 2018 on the C3i Solutions blog.

Omni-Channel 54

Omni-Channel Self Service Social Media Survey 54

kommunicate

NOVEMBER 15, 2018

Previously, we presented you with a simple and effective guide to integrating dialogflow bot in a website. In this article, we will be sharing steps to do the same in an Android app. All you need to build a sample chatbot for an android app is Dialogflow and Kommunicate. Below is an example of Kommunicate Support Bot [.]. The post Integrate Dialogflow (api.ai) with Android Apps appeared first on Kommunicate Blog.

Chatbots 49

Chatbots Examples 49

CX Ahead

NOVEMBER 15, 2018

This article was originally published on the Worthix blog, a cutting-edge AI-based voice of the customer software. If there is one thing that truly scares me when I talk with senior leaders at conferences, it’s the lack of forethought many have in choosing a metric for their business. These same executives spend weeks upon weeks reviewing the right […].

Strategy 45

Strategy Customer Experience Conference Metrics 45

MyCustomer

NOVEMBER 15, 2018

Improving engagement throughout the customer journey. Improving engagement throughout the customer journey. Customer journey.

Customer Journeys 54

Customer Journeys Engagement Customers 54

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?

Customer Experience

Forrester's Customer Insights

NOVEMBER 15, 2018

A little over a year and a half ago, I completed an evaluation of data resiliency vendors, published as “The Forrester Wave™: Data Resiliency Solutions, Q3 2017.” I gleaned many insights from the assessment process as I spoke with vendors about their offerings and road map and with end users about their successes and challenges.

Data 51

Data 51

Playvox

NOVEMBER 15, 2018

Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful at all times. This in itself can prove incredibly hard when a difficult customer is bombarding them with criticism or even abusive language.

Customer Service 40

Customer Service Customers Customer Experience 40

Optimove

NOVEMBER 15, 2018

Lately, I have been participating in a lot of conversations around how customers should be targeted and with what offers. The conversations focus on which offers are most effective on specific customer segments and how marketers can save money by identifying customers who only return during the holiday season, but don’t stick around for much longer – causing an actual negative ROI for the business in the long-run.

Customer Experience 40

Customer Experience How To Gamification Brands 40

Prophet

NOVEMBER 15, 2018

There has been so much attention lately on AI ethics, and from so many directions. Nearly every week there’s a new story on race, gender, and other types of bias in data and algorithms: image recognition technology that disproportionately misidentifies people of color as criminals , or recruiting algorithms that determine that the two most predictive […].

Customer Experience 40

Customer Experience Consulting Customers Technology 40

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.

Training

inmoment

NOVEMBER 15, 2018

Could there be value lying dormant in your company? Claire Fastier gives three examples of AI unlocking efficiency and opening avenues for your customer like never before. Artificial intelligence is everywhere. From Google’s Arts and Culture app – which uses facial recognition technology to match selfies to thousands of artworks—to Pizza Hut’s plans for driverless pizza delivery.

Interaction 40

Interaction Chatbots Hospitality Retail 40

Forrester's Customer Insights

NOVEMBER 15, 2018

The US tech economy is starting to spread from major cities on the East and West Coasts to inland metro areas. This is great news for American cities, employers, and tech workers. Inland urban centers that were once considered flyover cities are now bustling with tech startups and incubators, as well as the tech workforces […].

Technology 47

Technology 47

Keatext

NOVEMBER 15, 2018

The post Improve customer experience by making 5 organizational changes appeared first on Keatext.

Customer Experience 40

Customer Experience Customers 40

Forrester's Customer Insights

NOVEMBER 15, 2018

After months of research, I am excited to publish our evaluation of the Web CMS market (Forecast, NowTech, and Wave). Thank you to all the folks who worked so hard to make this happen! I firmly believe enterprise customers need these solutions to be their partner and platform to build, deliver, and optimize amazing experiences on channels like web and mobile.

Report 45

Report Marketing Customer Experience Customers 45

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Brad Cleveland Blog

NOVEMBER 15, 2018

The post Skills-Based Routing: 5 Common Problems You Can Avoid appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Video Management 26

Forrester's Customer Insights

NOVEMBER 15, 2018

Today, business users need trusted data fast to make better business decisions, while BT wants to lower costs, minimize complexity, and improve efficiency. In addition, the proliferation of data, and explosion of new data sources such as social media, IoT and mobile further aggravates the issue. Poorly integrated business data often leads to poor business […].

Data 42

Data Social Media Strategy System 42

Brad Cleveland Blog

NOVEMBER 15, 2018

Contact Center 26

Contact Center Call Center Video Management 26