Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.

Customer Satisfaction 205

Customer Satisfaction Survey Tips How To 205

InMoment XI

JANUARY 9, 2018

At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise. We help our clients learn and understand their customers better so they can take the appropriate actions to improve their experiences—while being able to make better, more-informed business decisions.

Company 200

Company Technology Customer Experience Customers 200

BlueOcean

JANUARY 9, 2018

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis. We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

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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.

Customers

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience.

Strategy 0

Strategy Culture Employee Experience Leadership 0

InMoment XI

JANUARY 9, 2018

At MaritzCX we focus on helping organizations understand and improve their customers’ experiences through our sophisticated technology platform and our research expertise. We help our clients learn and understand their customers better so they can take the appropriate actions to improve their experiences—while being able to make better, more-informed business decisions.

Company 120

Company Technology Customer Experience Customers 120

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences.

Customer Satisfaction 100

Customer Satisfaction Survey Tips How To 100

West Monroe

JANUARY 9, 2018

In an effort to become a more powerful Salesforce administrator, I’ve recently been knocking on the door of the developer world. You don’t need to master Apex to take advantage of developer tools. My favorite trick has been using an Integrated Development Environment (IDE) to speed up manual tasks, such as creating thousands of fields in minutes. This has saved me from literally hundreds of hours of configuration work.

Report 90

Report Tools Examples Customer Experience 90

ShepHyken

JANUARY 9, 2018

Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first? When customers come first, success follows. . . ? <span style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-type=”bookmark” class=”mce_SELRES_start”>?

Entertainment 75

Entertainment Customer Service Data Customer Experience 75

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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.

Communication

Truthlab

JANUARY 9, 2018

Reading Time: 2 minutes In my last post, I shared some top design trends for 2018. While that article spoke more to product and technology design, this article addresses visual and delightful design. Previously, I spoke about the demand for designers to think beyond the sticky note and create products that are truly personal, secure and valuable. Aesthetically, […].

Trends 54

Trends Technology Customer Experience Design Customer Experience 54

Natalie Petouhof

JANUARY 9, 2018

Tweet I was working for a company that had found themselves in a situation where they had poor morale. Raises were few, partially because of the economy and as a result, people were working very hard and not feeling appreciated. HR came to me to ask what to do. As an early design-thinker, my reaction was always to ask the “customer.” In this case, the “customer” was our own employees.

ROI 51

ROI Management Social Media Leadership 51

ForeSee

JANUARY 9, 2018

Winning retailers understand that the competition doesn’t rest in the post-holiday shopping season. They know that the best way to keep their edge is with strong customer experience (CX). But. The post Find out how top retailers are winning with CX at NRF 2018 appeared first on ForeSee.

Retail 45

Retail Customer Experience Company Customers 45

Stella Connect

JANUARY 9, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. It was developed as a simple, consumer-friendly solution to a familiar problem: the typically inflated cost of luxury bedding. After falling in love with the bedsheets in their Las Vegas hotel room and reeling at the $800 price tag, founders Rich and Vicky researched the main cost drivers (middleman markups, mostly) and set out to find a way to make high-quality bedding affordable.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

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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,

Tips

Maru/HUB

JANUARY 9, 2018

Syngro Eye is our world leading customer intelligence platform enabling businesses to put customers at the centre of everything they do. Our omni-channel platform offers a range of customer experience specific analytics, performance management and self-service reporting functions that can be overlaid with your businesses financial, operational or other data to identify crucial relationships.

Omni-Channel 40

Omni-Channel Software Self Service Financial 40

Confirmit

JANUARY 9, 2018

There are five facets of maturity that lead to sustainable success in Voice of the Customer programs. Becoming “data driven” is the goal for all organizations today. So why do only 8% of businesses indicate that they use their data effectively enough to understand and address customer needs? Best-in-Class firms are able to deliver truly personalized and consistent customer messages across all channels through these stages.

eBook 40

eBook Groups Report Industry 40

Maru/HUB

JANUARY 9, 2018

Syngro Eye is our world leading customer intelligence platform enabling businesses to put customers at the centre of everything they do. Our omni-channel platform offers a range of customer experience specific analytics, performance management and self-service reporting functions that can be overlaid with your businesses financial, operational or other data to identify crucial relationships.

Omni-Channel 40

Omni-Channel Software Self Service Financial 40

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast! Confirmit Action Management automates that process.

Management 40

Management Customer Voice Measurement Survey 40

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.

Retail

Rant And Rave

JANUARY 9, 2018

Our customers are presented with so much choice in the way they shop, communicate and interact with us.

Communication 53

Communication Interaction Customers Customer Experience 53

Confirmit

JANUARY 9, 2018

The hospitality team at Amadeus is dedicated to partnering with its customers to help adapt to new business challenges and market opportunities, and share success with key business stakeholders. Since partnering with Confirmit, the hospitality division of Amadeus has been able to maintain the flexibility and competitive advantage it requires as it continues to grow worldwide.

Customer Experience 40

Customer Experience Hospitality Case Study Competitive Advantage 40

Helen Dewdney

JANUARY 9, 2018

Press release. Companies will no longer be able to charge fees for using credit cards, following the implementation of a new EU directive. Since April 2013 traders have not been able to charge consumers fees that exceed the cost for using a particular method of payment. However, from 13 January 2018 companies will no longer be able to charge any fees for the use of credit or debit cards.

Consumers 33

Consumers Banking Government Financial 33

Confirmit

JANUARY 9, 2018

Whether you want to collect feedback from your customers, conduct a market research project, or better enable your employees, mobile accessibility needs to be a primary consideration and Confirmit is here to help! Confirmit makes the most important aspects of our comprehensive Horizons solution accessible from mobile devices to help you increase response rates and drive employee productivity.

eBook 40

eBook Customer Voice Feedback Survey 40

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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.

Training

Smith+co CX

JANUARY 9, 2018

“Empathy is the most mysterious transaction that the human soul can have, and it’s accessible to all of us, but we have to give ourselves the opportunity to identify, to plunge ourselves in a story where we see the world from the bottom up or through another’s eyes or heart.” - Sue Monk Kidd. My job was to create a brand tone for the social media channels and help a team of agents familiarise themselves with the sort of language and responses that fitted the tone.

Culture 28

Culture Banking Policies Airlines 28

Confirmit

JANUARY 9, 2018

Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective. That’s because of three trends that are disrupting how companies measure customer experience. Download this report to learn more. Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement programs will break down over time.

Measurement 40

Measurement Report Trends Innovation 40

TechSee

JANUARY 9, 2018

In anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations. Pay-per-view (PPV) is one of their most lucrative revenue streams, especially when broadcasting live combat sports such as boxing, mixed martial arts and professional wrestling. The PPV fee was set at $99.95 , and based on past sales, an estimated six million homes in the US and the UK were expected to purchase access to the private telecast.

Case Study 170

Case Study Study Company Customer Service 170

Confirmit

JANUARY 9, 2018

Confirmit Horizons™ Version 23 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. It provides you with richer insights, so you can make smarter decisions and react faster to business needs. You can listen to what customers are saying across a range of different channels, analyze that information and assign actions appropriately to manage business change.

Customer Voice 40

Customer Voice Software Marketing Management 40

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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?

Customer Experience

West Monroe

JANUARY 9, 2018

Two common interactions in every business environment are looking up a piece of information or checking the status of a task. How does one usually go about seeking such information? It’s almost always easier to “ask a friend,” the person sitting next to you, or your assistant. In some instances, it’s easier to stretch your legs and take a stroll to another department to ask a question of an expert, your IT staff, AR/AP coordinator, or HR rep.

Technology 58

Technology Chatbots System Multi-Channel 58

Confirmit

JANUARY 9, 2018

B2B Organizations need a better way to collect, analyze, and react to customer, market, and employee feedback. Confirmit’s solutions can do all this! We help B2B organizations listen to customers, markets, and employees. Then we help you analyze insights and facilitate action to drive business growth. Trusted by top B2B companies and leading Market Research companies alike, Confirmit provides value beyond all others because it is designed to empower you.

B2B 40

B2B Video Feedback Marketing 40

Grade.us

JANUARY 9, 2018

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Culture 38

Culture Metrics How To Customers 38