NICE inContact
MAY 4, 2021
In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation, business operation, and even customer retention, brands know all too well that the customer is the one part of the equation that can make or break their business at the drop of a hat.
Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
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Alida
MAY 3, 2021
Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX).
Steve DiGioia
MAY 3, 2021
Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees. She’s sick and is calling out for today. NOOOOOOO, how can this happen?
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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.
GetFeedback
MAY 5, 2021
New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
MAY 5, 2021
Artificial intelligence (AI) is the latest buzzword in the business world. Organizations are looking to AI to do everything from automating help desk responses to speeding up the development of life-saving drugs. It's true that artificial intelligence has the potential to transform business processes and outcomes, but AI isn't the answer to all of life's problems and the technology needs to evolve a lot before it can identify a cure for cancer.
Beyond Philosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.
C3Centricity
MAY 1, 2021
Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no-one.
Horizon CX
MAY 7, 2021
In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers. There can be an extraordinary number of “loops to close” in this high-tech, high-touch, satisfaction-driven world we live in.
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.
NICE inContact
MAY 3, 2021
Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens.
Comm100
MAY 6, 2021
WordPress powers over 40% of all websites on the internet. To put this into perspective, Joomla is the second most used and only has 2.6% market share. A key reason why so many businesses use WordPress is because the software is free. But it’s so much more than that. WordPress is so popular because it is easy to use and install, is feature-rich, has strong security, and offers extensive templates and customizations.
Alida
MAY 5, 2021
In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical). The goal of the community, which started with a group of about 5,000 players, was to create an engaged community of player volunteers who wanted to share their opinions about all things lottery. The strategic aim of starting Insiders was to allow the Pennsylvania Lottery to gather quick, continuous feedback from engaged players about products, m
GetFeedback
MAY 6, 2021
Learn what the CCXP is, why it matters, and how to get it.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
NICE inContact
MAY 2, 2021
There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience.
ShepHyken
MAY 5, 2021
In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution.
Bob Hayes
MAY 5, 2021
I recently reached out to data professionals on LinkedIn to ask a series of questions about their work. Results from one of those polls revealed that 58% of data pros reported that they prefer a hybrid approach (on premises and cloud) for their tools and technologies. About a third of respondents preferred the cloud. Only 6% of respondents preferred on premises.
ReviewTrackers
MAY 5, 2021
Americans eat almost one-third of their caloric intake at restaurants, according to the U.S. Food and Drug Administration. That is almost twice the amount than the average intake in the 70’s, according to the U.S. Department of Agriculture. The number of meals eaten out increases significantly during the winter holiday season, starting before Thanksgiving and continuing through New Year’s celebrations.
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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?
Russel Lolacher
MAY 4, 2021
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” But what does that even mean? As Merriam-Webster Dictionary states it: leg·?a·?cy | ?
Totango
MAY 5, 2021
It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.
Inbenta
MAY 7, 2021
Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset. While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all.
ShepHyken
MAY 3, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old s
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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,
Conversocial
MAY 4, 2021
Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence.
Wired and Dangerous
MAY 7, 2021
As a result of this very special and personal space that will be established between you and the Lord, many of the times He will answer your personal prayers if you just simply approach Him all by yourself. Dont be in a hurry with prayer of agreement. Take time when praying with others to choose those persons who have a like desire as you do to pray correctly and who also want the best for you.
The DiJulius Group
MAY 5, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of.
BirdEye
MAY 4, 2021
Technological advances have enabled quick and seamless experiences for consumers across different industries. eCommerce sites offer 1-click shopping and same-day delivery. Ride-hailing apps allow users to find reliable transport with just the click of a button. It’s an age of quick and seamless experiences all around — with one exception: healthcare.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Bob Hayes
MAY 3, 2021
I recently reached out to data professionals on LinkedIn to ask a series of questions about their work. Results from one of those polls revealed that 46% of data pros reported that they work more collaboratively with their colleagues now than before the COVID-19 pandemic. About a third of respondents indicated that they work less collaboratively with their colleagues now than before the pandemic.
Wired and Dangerous
MAY 6, 2021
Key takeaway: If an agreement has a fee structure, allows the use of trademarks and provides a marketing system and/or method of operations, it is automatically considered a franchise agreement. Other specific provisions may be included depending on the parties’ negotiation. “Every franchisor is slightly different because every brand will want something different from their franchisee,” Goldman said.
Eptica
MAY 7, 2021
Date: Friday, May 7, 2021 Author: Pauline Ashenden - Demand Generation Manager How to migrate your contact centre to Microsoft Teams successfully. Published on: May 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working.
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