Sat.Sep 09, 2017 - Fri.Sep 15, 2017

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Taking Ownership – key to the success of your approach to Customer Experience

ijgolding

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change.

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Top CX tips for delivering a ‘Branded Customer Experience’

Vonage

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it

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Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

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Harnessing Digital CX Opportunities

InMoment XI

Digitalization is transforming businesses throughout the world and customer experience is a key component. According to SAP’s recent Digital Transformation Executive Survey, 84 percent of companies globally believe digital transformation is important or critically important to their survival in the next five years. The top 100 are 58 percent more likely to cite customer empowerment.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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.

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4 Ways to Keep Up With Customer Expectations

GetFeedback

Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations.

More Trending

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Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

ShepHyken

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.

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Harnessing Digital CX Opportunities

InMoment XI

Digitalization is transforming businesses throughout the world and customer experience is a key component. According to SAP’s recent Digital Transformation Executive Survey, 84 percent of companies globally believe digital transformation is important or critically important to their survival in the next five years. The top 100 are 58 percent more likely to cite customer empowerment.

Survey 200
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Why Going to a Baseball Stadium Is About More Than The Game

ReviewTrackers

Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball. That’s according to the new 2017 Voice of the Fan Report by ReviewTrackers, which shows that the stadium of the Yankees, an iconic baseball team, doesn’t deliver an experience that meets fan expectations, even fo

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Fundraising $6.7m for customer happiness

AskNicely

Today, we’re excited to announce a $6.7 million strategic capital raise with the fine folks at Blackbird Ventures. We’ve also launched AskNicely for iPhone – the first mobile app to allow staff to monitor and act on NPS in real-time, from anywhere. So yeah, we’ve been quite busy. Over the past year, we’ve increased revenue by almost 4X, opened offices in Portland, Oregon and Auckland, New Zealand, and grown to a team of 22 very nice people all laser focused on the pursuit of repeat,

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Are Your Service Employees No Better Than a Statue in the Park?

Steve DiGioia

…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck. Apparently she had more important tasks to do than tending to the customer. What was so important that she had to give statue service ?

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MaritzCX’s Brion Scheidel to Speak at Megaputer Analytics Conference

InMoment XI

Between work, family, and other commitments such as school or sports, there usually isn’t enough time to keep up with the nuances of our industry. However, with the nearly instantaneous changes that occur within industries, now more ever it’s extremely important to keep up to date with your subject matter. Industry events are a great. View Article.

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It’s Time to Give Customer Support a Seat at the Table

GetFeedback

Customer support needs support too. Here are a few of the challenges modern support teams face internally, and a few ways you can empower them to succeed.

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NPS streaming live to a small screen near you

AskNicely

Today, we’re launching our brand new mobile app, AskNicely for iPhone. We think you’re going to love it – it’s a big deal for the small screen! We’re (finally) making NPS mobile. Over the past three years, we’ve worked tirelessly to make it super easy to collect, analyze and action customer feedback using our browser based-app. To take NPS to the next level, you need a simple way to get a given customer’s feedback into the hands of the right person, immediately.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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3 Pain-Free Ways to Cut Live Chat First Response Times

Kayako

You’ve been here. We all have. You’re browsing online searching for the perfect item at the perfect price. And you find it quicker than you thought! But there’s an item that seems exactly the same, only $15 cheaper. You scan through the item descriptions, comparing, contrasting, but you can’t see the difference. Is this a repeat listing? Is it a mistake?

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Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE inContact

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time. For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences.

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4 Ways to Keep Up With Customer Expectations

GetFeedback

Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations.

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Revealed: Why We Don’t Like Extremes

Beyond Philosophy

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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5 Myths of Journey Mapping

CX Journey

Journey maps are a catalyst for change. But only when done right! You've heard me say that before, and it's the truth. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. What are they doing wrong? I address this question - and many more - in my session for GMC Software's (now Quadient's) second CX Transformation Day.

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Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE inContact

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time. For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences.

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{Infographic} When It Matters Most

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} When It Matters Most appeared first on Joseph Michelli.

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Temkin Group’s (Exciting) Plans For CX Day 2017

Experience Matters

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 3rd and we’re planning another exciting celebration. Temkin Group has labelled 2017 The Year of Purpose for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinar. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer exp

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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What’s Your Context? digital or omni-channel

Martin Hill-Wilson

I’m half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new purchasing behaviours and online competitors have made the search for a viable business model something of an urgency. One that these days is most often summarised as needing to become a ‘digital first’ business.

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The Dirty Little Secret Behind CX Initiatives, and Why They’re So Hard

SuiteCX

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I didn’t mention, and this factor explains a great deal about why most companies’ efforts to improve their customer experie

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When It Matters Most: Customer Experience With the Fury of a Hurricane

Michelli Experience

Despite all of the great accomplishments achieved by women and men, we have yet to match the raw force of nature fully. I was reminded of this when I met Hurricane Irma this week shielded from her wrath only by stone, glass, and metal. Blessed in a Storm. On balance I was lucky (as were the members of my team that are based in Florida), collectively we’ve encountered only repairable annoyances like water damage, power outages, and landscape/tree destruction.

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Act on What Your Customers Tell You!

CX Journey

Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. There are a few reasons behind that, including but not limited to: a lack of actionable data, analysis paralysis, and not knowing what to do next or how to execute.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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The Trouble with Mobile Customer Service Apps

Uniphore

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More.

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The Dirty Little Secret Behind CX Initiatives, and Why They’re So Hard

SuiteCX

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I didn’t mention, and this factor explains a great deal about why most companies’ efforts to improve their customer experie

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Three Problems with Customer Surveys and How to Fix Them

Bob Hayes

Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey. Figure 1.

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