InMoment XI

DECEMBER 6, 2016

It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before. This is especially true in social media. Without conducting any formal research, companies can go onto sites like Facebook, Twitter and, review sites like, Yelp to discover the most detailed.

Social Media 236

Social Media Technology Engagement Customer Experience 236

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. As the saying goes, if you have a hammer everything looks like nails. Over time, I have come to concede that product development, finance, and other business disciplines are equally essential to business success.

Customer Experience 176

Customer Experience Social Media Mobile Customer Service Consulting 176

InMoment XI

DECEMBER 6, 2016

It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before. This is especially true in social media. Without conducting any formal research, companies can go onto sites like Facebook, Twitter and, review sites like, Yelp to discover the most detailed. View Article.

Social Media 200

Social Media Technology Engagement Customer Experience 200

Customer Bliss

DECEMBER 6, 2016

Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. In our conversation we discussed her successive roles, and why in particular the Chief of Staff role prepared Camille for the Chief Customer Officer role.

Chief Customer Officer 113

Chief Customer Officer Return on Investment Leadership Hospitality 113

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Customers

ShepHyken

DECEMBER 6, 2016

Noah Fleming on The Customer Loyalty Loop. Shep Hyken speaks with consultant, speaker and bestselling author, Noah Fleming, about customer loyalty and his new book, “ The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions.”. Not only do they review the four steps of the customer experience, but they also provide tips to make every step a success and how that leads to customer loyalty.

Loyalty 84

Loyalty Tips Consulting Customer Journeys 84

Myra Golden

DECEMBER 6, 2016

IMPORTANT NOTICE: The information contained on this site is meant as general information only. It should not be used as a substitute for legal or professional advice. . There was a time when customer service departments/jobs were solely reactive. The job was to answer questions and resolve problems. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role.

Customer Service Representative 71

Customer Service Representative Customer Service Consumers Customers 71

Kate Nasser

DECEMBER 6, 2016

Leaders, before you use a rabid emotionally charged leadership style, think about the disastrous lasting effects. By Kate Nasser, The People Skills Coach™. The post Lasting Effects of Rabid Emotionally Charged Leadership appeared first on KateNasser.com.

Leadership 58

Leadership Culture 58

Myra Golden

DECEMBER 6, 2016

IMPORTANT NOTICE: The information contained on this site is meant as general information only. It should not be used as a substitute for legal or professional advice. . There was a time when customer service departments/jobs were solely reactive. The job was to answer questions and resolve problems. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role.

Customer Service Representative 61

Customer Service Representative Customer Service Consumers Customers 61

Andrew Mcfarland

DECEMBER 6, 2016

There are several widely held, common ideals related to providing customer service that actually run counter to corporate goals. Unfortunately, they have become so ingrained in our business psyche that many have stopped questioning their veracity. So, refuting some of.

Customer Service 58

Customer Service Customers 58

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Communication

Provide Support

DECEMBER 6, 2016

Best Articles for Managing Your Live Chat Support. Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers. In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support. Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximiz

Management 55

Management Tips Training Tools 55

ForeSee

DECEMBER 6, 2016

At ForeSee, we firmly believe that developing and nurturing a customer experience strategy is the best path to success. However, it’s not always easy to navigate the CX waters to. The post Watch our ‘VOC Leaders’ interviews & YouTube channel appeared first on ForeSee.

Strategy 45

Strategy Customer Experience Video Company 45

Talkdesk

DECEMBER 6, 2016

When Talkdesk was founded, it was all about making contact centers easy to use. In fact, for the first few years of the company’s existence, the tagline was “create a call center in 5 minutes.” That quick setup speed is still something we value, but as the company has evolved, so has our goal. Our focus has shifted from customer deployment simplification to our customers’ customers’ satisfaction.

Call Center 40

Call Center Contact Center Customers Customer Satisfaction 40

Natalie Petouhof

DECEMBER 6, 2016

Tweet Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The idea is that the addition of Interactive Intelligence will enable Genesys to accelerate its mission of powering the best customer experiences in more industries and more countries – over any channel in the cloud and on premises. The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year.

Interaction 40

Interaction Leadership Customer Service Customer Experience 40

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Tips

Talkdesk

DECEMBER 6, 2016

When Talkdesk was founded, it was all about making contact centers easy to use. In fact, for the first few years of the company’s existence, the tagline was “create a call center in 5 minutes.” That quick setup speed is still something we value, but as the company has evolved, so has our goal. Our focus has shifted from customer deployment simplification to our customers’ customers’ satisfaction.

Call Center 40

Call Center Contact Center Customer Service Customer Satisfaction 40

Verint

DECEMBER 6, 2016

Business agility has been described as the ability for organizations to sense , prioritize and act. First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential responses to these challenges. And finally, it must be able to act effectively, if necessary. While many social media monitoring and listening tools enable organizations to sense, they fall short when it comes to prioritization and providing th

Customer Engagement 47

Customer Engagement Engagement Social Media Tools 47

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. Billboard companies, for example, are now leveraging eye tracking and traffic pattern analysis to gauge interest among drivers. Chances are one of those drivers owns a 4G-enabled vehicle that can track such things as performance and maintenance history. That person can also now record and analyze their utility usage via smart home solutions—anywhere, anytime.

Self Service 57

Self Service Data Customer Journeys Customer Experience 57

Natalie Petouhof

DECEMBER 6, 2016

Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Included in he release is a new Internet of Things (IoT) Accelerator, which provides a bi-directional integration with Oracle IoT Cloud.

Contact Center 66

Contact Center Policies ROI Analytics 66

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

Esteban Kolsky

DECEMBER 6, 2016

I must confess, I am a bit of a nut about chatbots. I have been doing AI and related technologies (including NLP and bots-like tech) for quite some time and was a firm believer in the early waves of chatbots (back then we called them virtual agents – this is circa 2000 and was just starting to enter the realm of large enterprises). Still am a firm believer, despite the bad name that they engendered through the early parts of this century due to lack of quantifiable results.

Chatbots 95

Chatbots Virtual Agent Technology Resources 95

Natalie Petouhof

DECEMBER 6, 2016

Tweet Jacada Ltd. (OTCQB: JCDAF), a global provider of customer experience technology designed to simplify the interaction between businesses and their customers, announces that Israel Growth Partners (IGP), a Private Equity investment. Jacada’s visual IVR is a key asset to their capabilities has other digital transformation solutions aiming to reduce the cost to serve customers while driving a seamless customer journey.

Customer Journeys 40

Customer Journeys Technology Customer Experience Interaction 40

Esteban Kolsky

DECEMBER 6, 2016

I must confess, I am a bit of a nut about chatbots. I have been doing AI and related technologies (including NLP and bots-like tech) for quite some time and was a firm believer in the early waves of chatbots (back then we called them virtual agents – this is circa 2000 and was just starting to enter the realm of large enterprises). Still am a firm believer, despite the bad name that they engendered through the early parts of this century due to lack of quantifiable results.

Chatbots 60

Chatbots Virtual Agent Technology Resources 60