CloudCherry
OCTOBER 25, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights.
AskNicely
OCTOBER 25, 2018
Turning NPS Promoters Into Proactive Advocates. Dear Abby, How can I leverage my NPS Promoters and their feedback for referrals and growth? Last time we talked about what do with your detractors, but more and more customers have been asking for a strategy around what to do with their NPS promoters. Look no further! Here are 4 ideas about how to get your promoters to become proactive.
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Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
Customer Bliss
OCTOBER 25, 2018
In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. .
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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.
CX Accelerator
OCTOBER 25, 2018
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Centriam Customer Experience Lab
OCTOBER 25, 2018
So you’ve decided to get going with a data driven Customer Experience program. Now what? Historically, it would have taken many steps, involving several internal and external individuals, months of meetings, emails, signatures, and headaches. With Centriam, you can go from a list of customers to live closed-loop transactional NPS surveys in less than one day.
UJET
OCTOBER 25, 2018
Smartphones have fundamentally changed how people interact with one another. Communication is faster, more streamlined, and accessible than ever. It's also transformed how customers expect to make purchases, find information, and interact with brands. To be competitive in today's market, your team needs to provide a mobile customer experience that matches up with these expectations.
Heart of the Customer
OCTOBER 25, 2018
I regularly receive emails that go something like this: I have almost completed my organization’s journey map! Can you give me some design suggestions before I share it with my company? This request comes from a good place, a desire to educate the company about the customer’s journey, but after a few questions, it quickly falls […]. The post It’s not Necessarily a Design Issue appeared first on Heart of the Customer.
inmoment
OCTOBER 25, 2018
Last week, I covered findings from InMoment’s 2018 US Retail CX Trends Report that discussed how brands can earn their customers’ trust. This time I’ll delve into the second theme: Loyalty. I’ve heard a lot of CX and marketing pros declare the old-school type of loyalty — “faithfulness to which one is bound by pledge or duty” according to Merriam-Webster — is dead.
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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.
Avaya
OCTOBER 25, 2018
It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush. Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents. This can be an incredibly scary subject for many contact centers—agents who aren’t physically with you in the contact center.
Quadient
OCTOBER 25, 2018
Find out how you can avoid these Service Provider horrors by joining our Halloween webinar co-hosted by PrintWeek | ‘Avoid the nightmare: Be the omni-channel engine that powers your clients’ success’ | October 31, 14:00 (GMT) | Register here.
Micah Solomon
OCTOBER 25, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). You’d hardly know it, with the reflexive hand-wringing that many businesses engage in today, but customers want to be loyal.
ReviewTrackers
OCTOBER 25, 2018
The Rise of Company Reviews. Company reviews posted online by employees can make or break your employer brand reputation. Sure, these reviews may seem like one more thing to deal with. But: according to Glassdoor , 83 percent of candidates are likely to check a company’s employee reviews and ratings when deciding on where to apply for a job. Furthermore, 84 percent of job seekers say that the reputation of a company as an employer is very important when making a decision on where to apply for a
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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,
Talkdesk
OCTOBER 25, 2018
Opentalk18 is getting closer, and we’re getting more excited by the minute. We are working diligently to ensure that this is the customer experience event of the year! Check out these five reasons why you should attend the networking and learning opportunity of a lifetime–Opentalk18. We will have “Magic Moments” for everyone. The post 5 Magical Things Not to Miss at Opentalk18 appeared first on Talkdesk.
ReviewTrackers
OCTOBER 25, 2018
The Rise of Company Reviews. Company reviews posted online by employees can make or break your employer brand reputation. Sure, these reviews may seem like one more thing to deal with. But: according to Glassdoor , 83 percent of candidates are likely to check a company’s employee reviews and ratings when deciding on where to apply for a job. Furthermore, 84 percent of job seekers say that the reputation of a company as an employer is very important when making a decision on where to apply for a
Oracle
OCTOBER 25, 2018
Technologies like mobile devices, HTML5, and advanced data analytics broke the field service mold and revolutionized the delivery of field service. But what advancements in technology are taking field service and the mobile employee to the next level? Here we take a look at 4 emerging technologies that have the field service industry buzzing, and their potential impacts on customer experience.
Avaya
OCTOBER 25, 2018
This blog is authored by Dale Conwell, Vice President, C3i Solutions. Dale’s primary focus is developing innovative solutions for companies in consumer packaged goods, food and beverage, retail, hospitality, consumer goods, OTC and other industries. He has significant experience helping clients develop customized consumer solutions specifically designed to meet their business needs.
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.
Maru/HUB
OCTOBER 25, 2018
No matter what industry you’re in, there’s no avoiding it: doing business is complex and competitive. Whether you’re worried about: the implications of new legislation like GDPR, competition in an increasingly global marketplace, or. understanding and reaching your target market across a variety of channels. The underlying issue remains the same: each problem you face seems to demand total focus – to be so important that you can’t afford to ignore it.
Influitive
OCTOBER 25, 2018
Does your brand have an active advocate community? If so, that’s wonderful. But it’s only half the battle. The next step in your advocacy journey after discovering your advocates, is to nurture strong relationships that prime them to want to give back. Start by delighting customers, freely giving value, and building relationships. After you’ve sufficiently.
Quadient
OCTOBER 25, 2018
Having a professional services team isn’t unique, but neither is it a foregone conclusion for a software company. Some companies choose to rely entirely on a partner network to provide services. Quadient is deeply committed to our partner community, and we’ve also concluded that a professional services team is critical to customer success. Here’s why: Drive Product Adoption and Implementation.
Influitive
OCTOBER 25, 2018
Does your brand have an active advocate community? If so, that’s wonderful. But it’s only half the battle. The next step in your advocacy journey after discovering your advocates, is to nurture strong relationships that prime them to want to give back. Start by delighting customers, freely giving value, and building relationships. After you’ve sufficiently.
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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.
Conifer Research
OCTOBER 25, 2018
Conifer is looking forward to being part of Chicago Design Week 2018 ! On October 30th Conifer will host a Gallery Talk on Journey Maps for Insights & Change. Our design team will pull back the curtain on how journey maps are made, the research behind them and how they can become powerful catalysts for change within organizations. We hope you will join us!
Bold360
OCTOBER 25, 2018
Last week the Bold360 team ventured off to Las Vegas for the Technology & Services World Conference. For those who may not be familiar, TSIA holds this event twice a year, as a way to get our community together to network, share ideas and learn about the latest industry trends. It’s usually a really great event — with CX leaders from the world’s best brands discussing challenges and opportunities — and this year was no exception.
Forrester's Customer Insights
OCTOBER 25, 2018
Alexa Enters Healthcare Amazon was recently issued a new patent that will push its Alexa personal assistant into the health care realm. The patent, filed October 9th, describes a relatively straight-forward idea: program Alexa’s speech recognition to identify coughs and sniffles, then use that information to upsell cold medicine and chicken soup.
Playvox
OCTOBER 25, 2018
Quality assurance. We’ve all heard the term, but how much do we know about it?
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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?
Forrester's Customer Insights
OCTOBER 25, 2018
What bubble? The size of the influencer market on Instagram alone is set to grow $2.38 billion next year. Accordingly, our Forrester Analytics data shows that 75% of marketers have already implemented or are planning to implement a solution to manage this market in 2018, and seventeen percent of B2C marketers consider influencers one of […].
Happy or Not
OCTOBER 25, 2018
The post Forbes: 49ers, SAP Debut First Real-Time Venue-Management System For Levi’s Stadium appeared first on HappyOrNot.
Forrester's Customer Insights
OCTOBER 25, 2018
To shift from brand monologues to two-way dialogues, many brands are embracing live chat and piloting marketing initiatives on new conversational interfaces such as chatbots and voice-based assistants. However, conversational marketing is not new: It is simply based on listening to your customers, incorporating feedback into your marketing strategy, and communicating back to them in […].
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