Heart of the Customer

JANUARY 16, 2019

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. The post Is Customer Experience a Missed Opportunity?

Customer Experience 87

Customer Experience Survey Customers Customer Voice 87

GetFeedback

JANUARY 16, 2019

Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong. While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey. Today, to collect the best customer data you must ask the right questions while also providing the ideal customer experience. .

Survey 210

Survey Tips Data Metrics 210

Kristina Evey

JANUARY 16, 2019

In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey.

Customer Experience 166

Customer Experience Leadership Customers 166

GetFeedback

JANUARY 16, 2019

The best customer experience starts with great customer data. Collect actionable customer data with these 5 online survey tips.

Tips 150

Tips Survey Data Customers 150

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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.

Customers

NICE inContact

JANUARY 16, 2019

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.

Contact Center 120

Contact Center ROI Virtual Agent Call Center 120

Beyond Philosophy

JANUARY 16, 2019

I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.

Customer Experience 111

Customer Experience ROI Customers Consulting 111

CX Journey

JANUARY 16, 2019

Image courtesy of CXPA Are you looking to earn your CCXP this year? I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. that you can read to help you prepare.

Chief Customer Officer 99

Chief Customer Officer Loyalty Programs Course Customer Experience Professionals 99

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty. Markets are volatile, competition is increasing in every sector and new innovations threaten established business models.

Consumers 71

Consumers Brands Social Media Measurement 71

ReviewTrackers

JANUARY 16, 2019

Google is now enabling business owners to add their product information on Google My Business and have this information displayed on their Google business listings and profiles. As one of the most recent examples of how Google aims to provide search users with more granular, detailed, and relevant information about businesses, “Products” (currently in beta) has now appeared as one of the options in the main menu of the Google My Business dashboard, the search engine company’s free business tool

Retail 66

Retail Analysis Consumers Report 66

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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.

Communication

The DiJulius Group

JANUARY 16, 2019

2019 is going to be an exciting year, a roller coaster for every business in every industry. There are countless changes on the horizon that are coming at us at warp speed. It appears the strong economy we have been enjoying for the past several years has peaked and is potentially moving in the opposite. Read Full Article. The post Strategies To Dominate And Own 2019 appeared first on The DiJulius Group.

Strategy 53

Strategy Groups Industry Measurement 53

Amity

JANUARY 16, 2019

Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes. We all know that an organization is not going to be fully successful until customers are put at the core of the business. One of the factors that will lead to a company's success is to make sure that Customer Success is properly done internally, before manifesting it externally.

Customer Success 66

Customer Success Knowledge Base Sales Communication 66

Myra Golden

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing.

Exercises 66

Exercises Contact Center Video Meeting 66

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. From making AI truly conversational and the possible end of the chatbot as we know it today, to deciding how to implement your customer care strategy, here’s a look at what we can expect to

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

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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,

Tips

iPerceptions

JANUARY 16, 2019

There is no questioning it; we are living in the age of the customer. Superior Customer Experience Management in 2019 is widely recognized as one of the most important and defining competitive advantages.

Competitive Advantage 59

Competitive Advantage Customer Experience Management Customers Management 59

Chadwick Martin Bailey

JANUARY 16, 2019

In December, The New York Times reported that disgruntled Arizonans were lobbing rocks at Waymo’s autonomous (but not unoccupied) vans. Experts, and the rock-throwers themselves, blamed the attacks on a combination of economic anxiety and safety fears (a woman was struck and killed by a self-driving Uber in Tempe last March). While it’s unlikely any modern-day Luddites attended last week’s CES in Vegas, companies like Intel and Baidu, and even Transportation Secretary Elaine Chao were hard at wo

Transportation 60

Transportation Consumers Report Survey 60

Oracle

JANUARY 16, 2019

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 20 of these sessions will focus specifically on sales. **Ready to register for Modern CX 2019? Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**.

Sales 60

Sales Customer Experience Conference Analysis 60

Think Customers

JANUARY 16, 2019

The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail sales were up, thanks to a more integrated digital/physical experience and high consumer confidence. And while stores won’t be going away anytime soon, there was constant emphasis on digital as part of the retail experience rather than a separate entity.

Retail 58

Retail Conference Sales Consumers 58

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

NetBase

JANUARY 16, 2019

With the recent Instagram listening API updates, one challenge facing brands and agencies looking to leverage Instagram content for social insights is the authorization requirements necessary to monitor their organization’s business channels. Instagram now restricts social listening platforms to monitoring only business channels. This requires that users authorize their social listening platform to download Instagram data on their behalf.

Management 58

Management Social Media Analysis Analytics 58

MyCustomer

JANUARY 16, 2019

16th Jan 2019. G. Get to know your customer: from reputational management, to boosting sales, and improving security. Whether a business is selling a product. By. Guest Contributor.

Sales 54

Sales Customers Management 54

Hero Digital

JANUARY 16, 2019

Many healthcare companies are lagging behind on the urgent need for customer experience management in their organizations. A study from PwC shows that just 49% of consumers say that the healthcare customer experience is satisfactory. In the digital arena, in particular, discontent is high. According to an NTT DATA study, the majority (62%) of customers report they are unable to accomplish their goals online, such as searching for a doctor, accessing health records, or paying bills.

Healthcare 49

Healthcare Hospitality Customer Journeys Airlines 49

Talkdesk

JANUARY 16, 2019

As an American and a Mother whose son serves in the Army, the Wounded Warrior Project has a special meaning to me. The mission of Wounded Warrior Project (WWP) is to honor and empower Wounded Warriors. Their vision is to foster the most successful, well-adjusted generation of wounded service members in our nation’s history. When WWP needed a solution to more efficiently connect, serve and empower wounded warriors they evaluated many providers.

Innovation 45

Innovation Connections Call Center Customers 45

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Training

Forrester's Customer Insights

JANUARY 16, 2019

We have seen more disruption in the channel in the past 18 months than we saw in the past 37 years combined. As a review, here were my 2018 predictions. 1. Private equity will continue its sweep of the channel software space, creating some unicorns along the way. Verdict: As mentioned in the […].

Software 55

Software Sales Data Marketing 55

Playvox

JANUARY 16, 2019

Your call center is (like most) focused on delivering great customer service while keeping your costs low. That’s fair enough: your budget only stretches so far and every cent counts. But while maintaining a tight grip on your finances is sensible, it’s all too easy for the quality of your service to suffer as a result.

Contact Center 41

Contact Center Call Center Customer Service Customers 41

Waypoint Group

JANUARY 16, 2019

“I’m just checking in to see how things are going. Is there anything I can be doing to help?”. Ever been confronted with a question like that one? If so, I suspect you either ignored it or responded pithily, “Everything’s fine.” In other words, a waste of time. Yet CSMs often communicate with their customers this way. We know that every interaction with a customer is an opportunity to strengthen relationships.

Interaction 40

Interaction How To B2B Engagement 40

Bold360

JANUARY 16, 2019

So, you’ve decided you want to incorporate chatbots in your customer service mix—great idea. But before you start considering options, it’s crucial to understand the different use cases for chatbots and determine which one is right for your company’s specific needs and goals. It’s a mistake to think of bots as a one-size-fits all solution. Take the case of Nordnet and SEB , two leading Swedish banks, both of whom incorporated the same virtual assistant, Amelia, on their websites.

Chatbots 40

Chatbots Airlines ROI Banking 40

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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?

Customer Experience

Quadient

JANUARY 16, 2019

Anyone who pays attention to the CCM (Customer Communications Management) market eagerly awaits any research updates by Forrester’s Craig LeClair. He covers CCM as well as RPA (Robotic Process Automation.) On January 11, Forrester Research released the latest industry report on CCM from Craig and his three coauthors.

Report 40

Report Communication Industry Marketing 40

Forrester's Customer Insights

JANUARY 16, 2019

There are three things that matter in real estate: location, location, location. It is the real estate agent’s mantra and is largely believed to be the most important factor to consider when buying property. In the same vein, location has the power to affect your business: how it operates, total sales, which customers to target, […].

Sales 46

Sales Customers 46

Qualtrics

JANUARY 16, 2019

The market research industry is evolving. Executives today want smarter and faster insights, and technology and automation are changing the landscape. In order for market research professionals to stay relevant and deliver world-class insights, they must keep up with the latest trends. Market research conferences are a great way to gain insights, strategize new ideas, and network with other professionals in your industry.

Conference 28

Conference Marketing Case Study Analytics 28