INDUSTRY INSIGHTS YOUR PEERS ARE READING
Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter. MORE
Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user. The post The 5 Stages of Customer Centric Design appeared first on Influitive. MORE
The internet has made a lot of things possible. Movie and music streaming, online banking, e-commerce and social media are just some of the benefits that come to mind. The internet has also allowed people to work anywhere, either on their own or in virtual teams. MORE
Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. MORE
The story of enterprise marketing software suites (EMSS) is one of relentless expansion. Originally conceived for its namesake — marketing — EMSS has grown to offer a consolidated source of marketing functionality spanning customer engagement, advertising, measurement, and resource management. MORE
If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.”. MORE
Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. MORE
In my 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. MORE
John Paul , part of the AccorHotels group, is an exclusive provider of luxury and premium loyalty, offering its clients best-in-class concierge service, relationship marketing/events, and cutting edge digital expertise. MORE
We just wrapped up Day One of NetBase LIVE in L.A. and are headed back today for Day Two! We’ll have an in-depth recap soon, but here’s a quick look at top moments we hope you didn’t miss! And if you did, there’s still time to join us next month, November 12 and 13 for NetBase LIVE NY ! MORE
Roku announced yesterday that it’s buying demand-side platform (DSP) Dataxu for $150 million in cash and stock. Just another instance of advertising technology (adtech) consolidation, maybe? Not so fast. Let’s break down what it means. MORE
It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. MORE
The So-What stories we tell simply leave colleagues, stakeholders, partners and clients flat. At the conclusion of our story, they ask themselves (and you): So-What is the significance of your story to my professional life? So-What is the value of your story to my own professional context? MORE
Employee support will never be considered the “sexiest” role within an organization. In fact, many miscategorize these internal support teams, like IT and HR, as just cost centers and a productivity roadblock, but I believe this couldn’t be further from the truth. MORE
It is a well-known fact that Chinese consumers are very open to new tech. They have always been relatively early adopters of new innovation and are even willing to try the bleeding edge often on tech and devices. They have shown that if they can afford it, they will prioritize the newer, shinier toy. MORE
In discussions with business executives over the last 12 months, Forrester has recognized that there is a concern that IT, or the delivery of IT services, is hindering rather than enabling business transformations. Discussions often lead to the focus of operating models, whether they should be focused on revenue or cost and efficiencies. Forrester’s research […]. age of the customer MORE
This is a preview of the on-demand webinar, AI for Modern Sales Teams. Artificial intelligence (AI) is helping modern sales teams better understand customer needs and sell more effectively. In a webinar co-hosted by Aberdeen and Oracle, Aberdeen VP and Principal Analyst Omer Minkara discusses research that reveals brands with best-in-class sales organizations that are supported by AI tools achieve results such as: 99% year-over-year improvements in revenue from customer referrals. MORE
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Donal’s “Why Qualtrics” story. For me it’s simple, the people and the mission. I can honestly say there is not one person in Qualtrics I am not impressed with. MORE
Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago. MORE
Remote work is all the craze these days. Recent data from CloudApp shows that 1 in 4 employees work from home at least once a week. Moreover, the majority of Gen Zers work remotely at least once a week. MORE
Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact study (TEI), Forrester Consulting estimates the 3-year benefit of Qualtrics experience management software at $38.4 MORE
In this blog, I want to discuss what we’re predicting in the area of DevOps for 2020, and as a bonus, look at some trends that didn’t quite make the cut as predictions. So what are we saying this year? While our full report is here [to be linked], here are a few tidbits: Chaos […]. MORE
ShepHyken
OCTOBER 23, 2019
Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing.
Gainsight
OCTOBER 23, 2019
If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.”.
Influitive
OCTOBER 23, 2019
Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user. The post The 5 Stages of Customer Centric Design appeared first on Influitive.
Upstream Works
OCTOBER 23, 2019
Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
CloudCherry
OCTOBER 23, 2019
Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Talkdesk
OCTOBER 23, 2019
John Paul , part of the AccorHotels group, is an exclusive provider of luxury and premium loyalty, offering its clients best-in-class concierge service, relationship marketing/events, and cutting edge digital expertise.
CSM Magazine
OCTOBER 23, 2019
The internet has made a lot of things possible. Movie and music streaming, online banking, e-commerce and social media are just some of the benefits that come to mind. The internet has also allowed people to work anywhere, either on their own or in virtual teams.
Myra Golden
OCTOBER 23, 2019
Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter.
NetBase
OCTOBER 23, 2019
We just wrapped up Day One of NetBase LIVE in L.A. and are headed back today for Day Two! We’ll have an in-depth recap soon, but here’s a quick look at top moments we hope you didn’t miss! And if you did, there’s still time to join us next month, November 12 and 13 for NetBase LIVE NY !
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
One Millimeter Mindset
OCTOBER 23, 2019
The So-What stories we tell simply leave colleagues, stakeholders, partners and clients flat. At the conclusion of our story, they ask themselves (and you): So-What is the significance of your story to my professional life? So-What is the value of your story to my own professional context?
Prophet
OCTOBER 23, 2019
It is a well-known fact that Chinese consumers are very open to new tech. They have always been relatively early adopters of new innovation and are even willing to try the bleeding edge often on tech and devices. They have shown that if they can afford it, they will prioritize the newer, shinier toy.
Bold360
OCTOBER 23, 2019
Employee support will never be considered the “sexiest” role within an organization. In fact, many miscategorize these internal support teams, like IT and HR, as just cost centers and a productivity roadblock, but I believe this couldn’t be further from the truth.
Smarter CX
OCTOBER 23, 2019
This is a preview of the on-demand webinar, AI for Modern Sales Teams. Artificial intelligence (AI) is helping modern sales teams better understand customer needs and sell more effectively. In a webinar co-hosted by Aberdeen and Oracle, Aberdeen VP and Principal Analyst Omer Minkara discusses research that reveals brands with best-in-class sales organizations that are supported by AI tools achieve results such as: 99% year-over-year improvements in revenue from customer referrals.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Forrester's Customer Insights
OCTOBER 23, 2019
Roku announced yesterday that it’s buying demand-side platform (DSP) Dataxu for $150 million in cash and stock. Just another instance of advertising technology (adtech) consolidation, maybe? Not so fast. Let’s break down what it means.
Qualtrics
OCTOBER 23, 2019
Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact study (TEI), Forrester Consulting estimates the 3-year benefit of Qualtrics experience management software at $38.4
Forrester's Customer Insights
OCTOBER 23, 2019
The story of enterprise marketing software suites (EMSS) is one of relentless expansion. Originally conceived for its namesake — marketing — EMSS has grown to offer a consolidated source of marketing functionality spanning customer engagement, advertising, measurement, and resource management.
Qualtrics
OCTOBER 23, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Donal’s “Why Qualtrics” story. For me it’s simple, the people and the mission. I can honestly say there is not one person in Qualtrics I am not impressed with.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Forrester's Customer Insights
OCTOBER 23, 2019
In this blog, I want to discuss what we’re predicting in the area of DevOps for 2020, and as a bonus, look at some trends that didn’t quite make the cut as predictions. So what are we saying this year? While our full report is here [to be linked], here are a few tidbits: Chaos […].
Qualtrics
OCTOBER 23, 2019
Remote work is all the craze these days. Recent data from CloudApp shows that 1 in 4 employees work from home at least once a week. Moreover, the majority of Gen Zers work remotely at least once a week.
Forrester's Customer Insights
OCTOBER 23, 2019
In discussions with business executives over the last 12 months, Forrester has recognized that there is a concern that IT, or the delivery of IT services, is hindering rather than enabling business transformations. Discussions often lead to the focus of operating models, whether they should be focused on revenue or cost and efficiencies. Forrester’s research […]. age of the customer
Brad Cleveland
OCTOBER 23, 2019
It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type.
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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
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