BlueOcean

NOVEMBER 13, 2019

What Does Content and Ad Review Have in Common with Customer Service? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices. But the requirement for content review extends beyond the major social media players: from not-for-profit social activism platforms to game publishers to media content platforms, the need for and challenges of content review are a pressing concern for many brands as we app

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Contact Center Average Handle Time Customer Care Advertising 120

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator. I started my speaking business in the 1980s. I know, I look much younger than I actually am, but it really was that long ago.

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Customer Service Customer Service Training Customers Consulting 117

Joe Rawlinson

NOVEMBER 13, 2019

Machine learning is shaping the e-learning space today. Before we get started, let’s understand: what exactly is machine learning? Is it similar to AI? It’s a subset of AI and the two are closely related but each of them performs a different task. Machine Learning builds algorithms and selects models designed to provide the desired outcome. It recognizes patterns to deliver pre-defined results.

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Presentation ROI Technology Interaction 83

Customer Experience Update Submitted Articles

NOVEMBER 13, 2019

Learn how to reduce employee attrition with a successful employee loyalty program.

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Loyalty Programs Engagement Loyalty Customers 100

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. image courtesy of CMO.com. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program. These points also underscore findings from similar research done for other brands, whose customers, across all generations, have knocked loyalty programs for tyin

Loyalty Programs 72

Loyalty Programs Loyalty Omnichannel Events 72

Totango

NOVEMBER 13, 2019

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams. As part of this recognition, we would like to extend a huge congratulations to the 7th Annual Hero Award Team winners!

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2019 Customer Success Customer Centricity Innovation 48

ERDM

NOVEMBER 13, 2019

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. image courtesy of CMO.com. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program. These points also underscore findings from similar research done for other brands, whose customers, across all generations, have knocked loyalty programs for tyin

Loyalty Programs 49

Loyalty Programs Loyalty Omnichannel Events 49

InnerTrends

NOVEMBER 13, 2019

How does one define the onboarding process? What is the last step of the onboarding process? The onboarding process and, more specifically, the last step of the onboarding process have been deemed by many companies as difficult- but imperative- to define. Here at InnerTrends, we couldn’t agree more. Yes, the onboarding process and its last step are essential to define, but we want to make this an easy feat, rather than a difficult one.

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Social Media Document E-support User Experience 71

Oracle

NOVEMBER 13, 2019

Buying a home can be an utterly overwhelming, confusing, and complicated process, but with modern home buying tech and apps, both realtors and their clients can feel more organized and confident throughout many phases of the buying process. Touring homes. Great! You just got a notification that a new home is on the market, and surprisingly enough, it meets all the requirements for your next home.

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Banking Document Books Article 64

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Kustomer

NOVEMBER 13, 2019

At Kustomer, we are constantly striving to build the most advanced and effective customer service software out there, which is why we are always on the lookout for the best software engineers to help execute our mission. With the CUNY internship program, we were able to give some of the most talented up and coming engineers the opportunity to get their hands dirty and build software in the real world.

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2019 Innovation Article Feedback 60

NetBase

NOVEMBER 13, 2019

It’s the day we’ve been eagerly anticipating all month – NetBase LIVE New York ! A day full of social analytics expertise from industry leading brands and equally impressive participants seeking in-depth answers. High expectations all around. Let’s see how it went! Kicking Things Off. Our CMO, Paige Leidig kicked off our 10th NetBase LIVE to a packed, high energy room of attendees joining us from across the globe: Keynote on The Human Brand.

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Sports Social Media Presentation Workshop 40

CSM Magazine

NOVEMBER 13, 2019

Utilita, one of Britain’s leading suppliers of Smart Pay As You Go Energy, has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient. The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities.

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Customer Service 2019 2003 2010 40

Bold360

NOVEMBER 13, 2019

Today, knowledge bases (KB) are critical for successful customer service interactions. A robust repository of company knowledge is a driver for both improved customer satisfaction and agent efficiency. Given the importance of knowledge bases , you need to be sure to have an effective knowledge management (KM) system that allows you to build the best set of data you can, keep it optimized, and get the most out of your data.

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Management Article Customer Journey Touchpoint 40

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

The DiJulius Group

NOVEMBER 13, 2019

One of my favorite books is The Power of Habit by Charles Duhigg because the book contains so many great stories. One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. Read Full Article. The post How Much Harm Can a Bad Culture Actually Cause?

Culture 51

Culture Hospitality Books Article 51

MyCustomer

NOVEMBER 13, 2019

22nd Nov 2019 What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to.The 3 main components of an actionable CX strategy. By Michael Hinshaw Managing Director.

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Customer Experience 2019 Customers Management 44

Peter Lavers

NOVEMBER 13, 2019

International recognition as a top influencer / expert in the field of Customer Experience (CX) is not something that WCL Customer Management founder Peter Lavers has actively sought, but it is very much appreciated as it’s independent recognition of his thought leadership and passion for driving the customer centric agenda in business. Cloud Knowledge Management specialists Panviva have again named Peter in their list of top 25 CX professionals to follow.

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Customer Centricity Leadership Management Customer Experience 40

CCO Council

NOVEMBER 13, 2019

Early in this series, we talked about the Customer Performance Framework , which defines a set of capabilities that enable outcomes ensuring “customer performance.” Customer performance is about putting the right attention on your greatest asset: your customers. When you orchestrate key capabilities across your organization with the goal of delivering substantial value for your customers you give those customers all the right incentives to be your greatest advocates.

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Engagement Customer Care Customers Customer Engagement 40

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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

Customer Bliss

NOVEMBER 13, 2019

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Chief Customer Officer 182

Chief Customer Officer Banking Social Media Books 182

MyCustomer

NOVEMBER 13, 2019

Loyalty Should staff bonuses be tied to NPS?

Net Promoter Score 51

Net Promoter Score NPS Loyalty 51

Forrester's Customer Insights

NOVEMBER 13, 2019

The best CX arises when every employee learns design basics and a pro design team — that's representative of the intended audience — guides the process.

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User Experience Customer Centricity Innovation Customer Experience 30

kommunicate

NOVEMBER 13, 2019

In conversation with Tom Bulis from Epic Sports for the customer interview series, The Kommunicate Way. Customer support is really important for any company. But if you are a leading e-commerce website in your segment, customer support becomes immensely important and an overwhelming task at the same time. Epic Sports Inc is a leading e-commerce [.].

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Sports E Commerce E-support Blog 75

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Talkdesk

NOVEMBER 13, 2019

I can hardly contain my excitement because this week I joined Talkdesk as chief marketing officer (CMO). Colleagues and friends asked why I left my senior vice president (SVP) position at Salesforce, a 20-year-old innovative company, for a younger, smaller company that doesn’t (yet) have towers around the world. I tell them the truth—my values brought me here.

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Contact Center Innovation 2019 Reference 71

Genroe

NOVEMBER 13, 2019

“The one number you need to grow”: who’d have thought such a simple statement could cause such a fuss. Net Promoter Score is of course famous for being that one number and this fame has lead some people to think that you only need one question in your Net Promoter Survey. Unfortunately that doesn’t […]. The post The Perfect Net Promoter® Survey Design appeared first on Genroe.

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Net Promoter Score 66

NetBase

NOVEMBER 13, 2019

It’s the day we’ve been eagerly anticipating all month – NetBase LIVE New York ! A day full of social analytics expertise from industry leading brands and equally impressive participants seeking in-depth answers. High expectations all around. Let’s see how it went! Kicking Things Off. Our CMO, Paige Leidig kicked off our 10th NetBase LIVE to a packed, high energy room of attendees joining us from across the globe: Keynote on The Human Brand.

Sports 9

Sports Social Media Presentation Workshop 9

Hero Digital

NOVEMBER 13, 2019

On October 25, 2019, Google announced a large algorithm update widely known as BERT. This update affects “one in ten search queries” and Google is calling it “one of the biggest leaps forward in the history of Search.” There is no need to panic or overhaul your search strategy, and you likely won’t see any major swings in traffic or rankings, but you should definitely take notice.

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2018 2019 2017 Demo 12

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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,

Measurement