NICE inContact
NOVEMBER 13, 2018
There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? Time. Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business.
InMoment XI
NOVEMBER 13, 2018
Most comprehensive customer experience programs are made up of several different types of studies, the two most common of which are Transactional and Relationship studies. Here we will describe the differences between these two types of studies. Transactional or trigger-based studies are the base of most customer experience programs. This type of study is conducted.
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TechSee
NOVEMBER 13, 2018
Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. However, when the chatbot’s ability to interpret the customer’s phrases, nuances and complex reality is compromised, this limits the chatbot’s ability to help the customer solve the problem. With the growing demand for an excellent customer experience, customer service centers need innovative solutions to help their chatbots perform better in
CloudCherry
NOVEMBER 13, 2018
A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. And here’s why. Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customer Bliss
NOVEMBER 13, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Guru
NOVEMBER 13, 2018
What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him. He believes that the experience that he has had in dealing with this brand cannot be replicated by others. Such customers act as evangelists, encouraging their friends and folks to purchase from the same brand.
ShepHyken
NOVEMBER 13, 2018
Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways: We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter.
Heart of the Customer
NOVEMBER 13, 2018
Most journey mapping projects fail to drive change. One leading success factor is selecting the right journey to map, and it’s the first place that problems occur. The post We still have challenges navigating trade-offs when deciding what to map. appeared first on Heart of the Customer.
Talkdesk
NOVEMBER 13, 2018
From spectacular speakers to groundbreaking announcements, Opentalk18 was a conference to remember. If you couldn’t make it to our third annual event, or simply want to relive the fun, read on for our top 15 magical moments from Opentalk18. Announcements – Our Talkdesk keynote featured several exciting announcements and the news of seven (count ‘em–SEVEN) new products.
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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.
Gainsight
NOVEMBER 13, 2018
Cheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices. Thanks to everyone that joined us for these two days (three days if you attended Pulse Academy Live) of discovery and fun. In case you missed it, or just want to relive the magic, we’ve summed up some memorable moments and takeaways from Pulse Europe 2018.
Inbenta
NOVEMBER 13, 2018
Each year during the holidays, online shoppers all but break the internet. In 2017, online shopping sales set a record high of of $108 billion. This poses a challenge for online retailers, not only in handling the mass influx of customer support inquiries, but with support resourcing and online security. With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoo
Cyara
NOVEMBER 13, 2018
I was able to attend DOES 2018 , the largest DevOps-focused conference in the world, in Las Vegas last month. There were many great presentations and I came away with a lot of new insights. In this post I’d like to share some of those key insights. My number one takeaway is that the main sticking point for DevOps adoption is not legacy technology, it's legacy thinking.
iPerceptions
NOVEMBER 13, 2018
iperceptions has always been strongly committed to the security and protection of our clients’ information and that of their survey respondents. Today’s news is, again, proof of that.
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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.
LiveChat
NOVEMBER 13, 2018
You may think that being a Customer Success Manager is a piece of cake. A cherry on top even, after years of working in customer service. Is it though? Well, it’s not for me to judge. But I’m here to bring you closer to all the specifics I learned from LiveChat’s Customer Success Managers. To better understand their role, let’s recall what Customer Success Management is in general.
COPC
NOVEMBER 13, 2018
In this edition of Book Notes, COPC Inc.’s marketing director, Jim Von Seggern, provides an overview of Jay Baer’s book, Hug Your Haters. If Jay Baer’s Hug Your Haters had a singular tagline or truism, it would be this: Haters are not your problem. ignoring them is. The book provides not only a close examination of reasons why brands should “hug their haters” (and there are plenty), it also breaks down the different types of haters and provides recommendations on how these hate
Inbenta
NOVEMBER 13, 2018
Each year during the holidays, online shoppers all but break the internet. In 2017, online shopping sales set a record high of $108 billion. This poses a challenge for online retailers, not only in handling the mass influx of customer support inquiries, but with support resourcing and online security. With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothe
Rant And Rave
NOVEMBER 13, 2018
I am thrilled with our recent acquisition of Rant & Rave, a cloud-based customer engagement application that will offer our customers a level of innovation, performance, and service surpassing anything they have experienced before.
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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,
Forrester's Customer Insights
NOVEMBER 13, 2018
The Forrester New Wave™: Cybersecurity Risk Ratings, Q4 2018 Earlier today, we published “The Forrester New Wave™: Cybersecurity Risk Ratings, Q4 2018” evaluation. We take a close look at the nine most important vendors in this rising market, reviewing their current capabilities, customer references, and strategic road maps. This includes vendor profiles, with our analysis and buyer […].
Think Customers
NOVEMBER 13, 2018
In the digital age, it’s easy to get seduced by what technology can do. But sometimes it’s the smaller innovations that can make a big impact. What do we mean by innovation? It’s sometimes confused with invention, which implies technology. We like to define innovation as deploying resources and approaches that already exist in one area (technology, processes, insights), to another area in a different context.
Oracle
NOVEMBER 13, 2018
SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Audrey MacIsaac, VP Business Operations at Oracle Data Cloud, who reflects on her career path while offering advice and inspiration to those interested in a career in technology.
Forrester's Customer Insights
NOVEMBER 13, 2018
CMOs Should Rethink Their Efficiency Argument For An Effectiveness Strategy Headlines blustering about in-house agencies have marketers buzzing and agencies fretting. While the in-house trend has grown in popularity, it still lacks in maturity. Forrester partnered with leading industry association In-House Agency Forum to track the progress of in-house development.
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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?
Grade.us
NOVEMBER 13, 2018
Your local chamber of commerce is your local power broker. They have their hand on the pulse of every business in your local community. You can use their groups to generate leads, but only if the powers that be approve. It's perfect for prospecting. But that's also the reason why it doesn't work for most. There's a secret to networking, one insiders aren't eager to share with outsiders.
ijgolding
NOVEMBER 13, 2018
In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure.
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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.
datastax
NOVEMBER 13, 2018
The hybrid cloud market is on fire. According to a recent study from MarketsandMarkets , the global hybrid cloud market—which will reach $44.6 billion this year—is on pace to reach $97.64 billion by 2023, growing at an impressive 17% clip each year. There’s a reason hybrid cloud growth adoption is accelerating: the technology delivers a number of benefits , including agility, security, and cost-effectiveness.
Upstream Works
NOVEMBER 13, 2018
When it comes to evaluating the Customer Experience (CX), the contact center is in the unique position of being able to accurately represent what a customer actually did and the service they received. It’s not an opinion poll; rather it is hard data on measurable criteria: how long did they wait? how many times were they transferred? how many interactions have they had with agents this week?
Help Scout
NOVEMBER 13, 2018
In 2015, we arrived at the somewhat reluctant conclusion that it may be time for Help Scout to explore “doing sales.”. For a business that prides itself on being customer-first and product driven, the concept of sales — even sales as a service — was fraught. In our opinion, the way other SaaS companies approached sales left a lot to be desired. It wasn’t that their more traditional approach to sales didn’t work — arguably, it works more efficiently than a sales-as-a-service process ever could.
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