BlueOcean
AUGUST 14, 2019
For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier.
Beyond Philosophy
AUGUST 14, 2019
I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.
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GetFeedback
AUGUST 14, 2019
Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).
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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.
NICE inContact
AUGUST 14, 2019
Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
AUGUST 14, 2019
Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong.
ShepHyken
AUGUST 14, 2019
I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St. Louis Cardinals team. He was one of our best—and still is one of the best to ever play the game.
Calabrio
AUGUST 14, 2019
Every year, Calabrio puts on a show with the annual customer conference. Sure, there are glitzy lights, more food than you could imagine, and swag as far as the eye can see. But at the center of Calabrio Customer Connect is the attendee experience, and this goes far deeper than swag and food. When attendees arrive in San Antonio, they’ll be treated to an unrivaled networking and learning experience.
NetBase
AUGUST 14, 2019
Artificial Intelligence (AI)-powered social listening reports offer real-time intel that your brand needs to be successful online. And there are three that are essential for campaign tracking, audience insight and crisis response, which we’ll share a bit about below! How does AI help with any of these social listening capabilities? It enhances each, offering a level of insight unmatched by less technologically advanced efforts.
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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.
The DiJulius Group
AUGUST 14, 2019
The Touch-Screen Age Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennial’s, for although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers. These. Read Full Article.
Alliance by IFS
AUGUST 14, 2019
IFS World Conference 2019 will take place October 7 – 10, 2019 in Boston, MA, and it continues where we. The post 5 reasons to attend IFS World Conference 2019 appeared first on IFS Blog.
Avaya
AUGUST 14, 2019
In George Orwell’s epic novel 1984 , our protagonist Winston Smith is constantly aware that he must toe the government’s line because “Big Brother is watching.” When Orwell’s dystopian work was first published in the middle of last century, the technology needed to monitor citizens’ coming and going was in its infancy; but now, some seven decades later, it is becoming mainstream.
Upstream Works
AUGUST 14, 2019
What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. When we at Upstream Works talks about it, our focus is more on the data and the endless possibilities – as defined by our customers and partners – for manipulating, presenting, and leveraging that data.
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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,
ReviewTrackers
AUGUST 14, 2019
Getting listed on online business listing directories and sites is one of the most effective ways to boost your business performance on local search. While having your own website remains crucial — as do traditional search engine optimization strategies like keyword research and link building — building and growing your online presence on local business directories and local listings sites can bring you closer to consumers who are looking for businesses nearby.
Survicate
AUGUST 14, 2019
The post How to Get Your Voice Heard In the Digital Noise Era appeared first on Survicate.
dscout People Nerds
AUGUST 14, 2019
Motivating your stakeholders. Unearthing new insights. Building trust. Reducing bias. There are countless reasons to host workshops as a UXR. Here’s how to execute one with confidence. .
Genroe
AUGUST 14, 2019
One of the most common causes for confusion for my clients, when trying to convert leads into sales, is figuring out how TOFU, MOFU and BOFU content should differ within the inbound marketing scheme of things. Out of the three, BOFU is by far the hardest content to create well, it is also, arguably, the […]. The post BOTF Content to Convert Leads into Sales appeared first on Genroe.
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.
LiveChat
AUGUST 14, 2019
Everyone has an opinion. Thanks to the Internet, everyone can share what they think in an open forum. Yelp, Google Reviews, Houzz, and more serve as the review platforms for customers of restaurants, auto shops, and home services. Transparency might be intimidating for small and large businesses because consumers can poke holes in a company’s controlled messaging.
Happy or Not
AUGUST 14, 2019
Do you know what it’s like to be one of your company’s customers? Jessica Bethune is HappyOrNot’s Vice President of Sales for Europe, Middle East, and Asia, where she […] The post HappyOrNot CX360 Leader Insights: Part 3 appeared first on HappyOrNot.
Oracle
AUGUST 14, 2019
As fun and important as travel is, it’s also tough for the human body to weather. Research has shown that travel has the potential to impair coordination, gastrointestinal health, hydration, and more. Comfort optimization has the potential to be travel’s next CX wave. Thanks to the proliferation of new technology in the form of artificial intelligence (AI) , internet of things (IoT) sensors, and connected smart buildings , there’s an innovation opportunity to take better care o
Advantage Communications
AUGUST 14, 2019
In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy. Technologies such as contact center artificial intelligence (AI) , chatbots and intelligent virtual agents are all crucial components of creating a superior customer experience (CX) and improving customer satisfaction.
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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.
Think Customers
AUGUST 14, 2019
One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly applying artificial intelligence that’s merged with other technologies like machine learning to its human workforce. The majority of customer service executives indicated that they plan to use automation for many back-end uses in the service sector, such as for gathering basic information, automat.
ForeSee
AUGUST 14, 2019
See which brands deliver on experience for healthcare and property/casualty insurance The bar for digital customer experience is getting higher. Top popular sites like Amazon, PayPal, and Netflix consistently deliver.
CSM Magazine
AUGUST 14, 2019
Technology has played an enormous part in making financial services more accessible. For example, automation has been baked into anywhere money is being managed lately, and people now have more options than ever when it comes to looking after their funds. Automated accounts, credit checks – it’s all stemming from the latest and greatest technology. There’s a degree of optimism and apprehension around the most recent developments here , and it’s all understandable.
ClientSuccess
AUGUST 14, 2019
Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. When it comes to CSM compensation plans , there isn’t one “right way” to structure things. Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, su
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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
AUGUST 14, 2019
Whilst American author and former dot.com guru Seth Godin has established himself as a true authority on the concept of marketing, it’s his approach to revolutionizing customer service that has really wowed businesses across the globe. More specifically, Godin regularly refers to customer service as an “opportunity to delight” potential consumers, whilst encouraging businesses to change their perception of this practice and transform into a direct marketing channel.
dscout People Nerds
AUGUST 14, 2019
How to design for the most passionate (and demanding) users in tech.
CSM Magazine
AUGUST 14, 2019
When looking at large corporations today a high percentage seem to combine the roles of CEO and Chairman meaning the two quite significantly different positions are carried out by the same person. . Combining these two roles, however, can create a fundamental conflict of interest. It is vital to a company’s success to have different external perspectives but how can the CEO and Chairman have different perspectives if the role is played by the same person?
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