One Millimeter Mindset
OCTOBER 30, 2019
Enduring professional stories are the stories clients and colleagues remember, long after you leave the room. First, your message sticks in their brains: motivating their actions beyond today. Then, that message catalyzes their professional behavior and mindset tomorrow and in the future. Why? Because your stories stick. Do you tell enduring professional stories or temporary ones?
ShepHyken
OCTOBER 30, 2019
There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this. Kent was in the Navy, and we affectionally nicknamed him “Admiral.
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Integrity Solutions
OCTOBER 30, 2019
Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. The question is, are sales training efforts keeping up?
NICE inContact
OCTOBER 30, 2019
And The Winner Is…. We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.
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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.
CSM Magazine
OCTOBER 30, 2019
Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Customer Experience (CX) is still the number one measure of strategic performance while 87.2% of organizations agree that it can be directly linked to commercial success.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
OCTOBER 30, 2019
*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age, which hit #1 on Amazon! Customer experience and employee experience starts with your ability to communicate with both parties. How can you perfect the art of listening? Ask fascinating, probing questions, follow-up questions, and then.
NICE inContact
OCTOBER 30, 2019
I don’t know about you, but I don’t really like being told what to do. As a control freak since birth, I have always been more apt to support an idea if I was able to provide input or be involved in the decision. Despite what my mother says, this doesn’t make me high maintenance – and I’m not alone in this feeling! Your contact center agents feel the same way when it comes to your quality management process.
MyCustomer
OCTOBER 30, 2019
Engagement Brands & consumers foresee different CX futures.
Alida
OCTOBER 30, 2019
Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Here, Kelly shares some wisdom gleaned over her 17-year career in tech. She offers her perspective on the upsides and downsides of being an executive, the traits required to be a successful leader, and what she wishes she would have known when starting her career.
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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
MyCustomer
OCTOBER 30, 2019
30th Oct 2019 London—October 30, 2019—Following a competitive internal review and third-party evaluation, the MaritzCX Platform defeated four challenge Subaru selects MaritzCX platform to accelerate ROI
Alliance by IFS
OCTOBER 30, 2019
With field service IoT , FSOs can simplify asset maintenance, improve equipment uptime and ultimately elevate customer satisfaction. Astea International Inc., a leading global provider of field service management (FSM) and mobility solutions , and Software AG , an industry-leading provider of Internet of Things (IoT) software, have teamed up to offer service organizations a comprehensive field service IoT solution.
MyCustomer
OCTOBER 30, 2019
Engagement CX Leader of the Year: 5 entries praised by judges.
inSided
OCTOBER 30, 2019
Exciting times! We are absolutely delighted to announce that Gainsight—world leaders in Customer Success (CS)—have migrated their buzzing customer community to the inSided platform. We caught up with Lila Meyer, Director Product Education and Community at Gainsight , to celebrate the launch of their community, get some insights on how they are using it for CS, and find out why they chose inSided as their Customer Success Community platform.
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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,
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Genroe
OCTOBER 30, 2019
From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold my breath longer than you. It doesn’t matter what the event; we’re ready to see who wins. If you’re a CEO, or you report to one, and want to tell […]. The post Transactional Vs Relationship Customer feedback: Are you using the right one?
Perceptive
OCTOBER 30, 2019
Businesses are ‘communicating’ but they aren’t talking. They’re sending out updates and blogs and emails and endless, endless social media messages, but they aren’t having a two-way conversation. They’re speaking, but aren’t listening, and worse, they aren’t appropriately acting on what they’re being told.
NetBase
OCTOBER 30, 2019
Is the AI you’re considering in desperate need of an upgrade? Be sure to compare social analytics providers’ AI capabilities before signing on that dotted line or you may be surprised. And not in a good way! A brand’s marketing is on-point when its AI-powered analytics can meet data demands, but more often than not this just isn’t happening. Artificial intelligence is touted as this amazing intel and data champion – and it is.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
NetBase
OCTOBER 30, 2019
Is the AI you’re considering in desperate need of an upgrade? Be sure to compare social analytics providers’ AI capabilities before signing on that dotted line or you may be surprised. And not in a good way! A brand’s marketing is on-point when its AI-powered analytics can meet data demands, but more often than not this just isn’t happening. Artificial intelligence is touted as this amazing intel and data champion – and it is.
Qualtrics
OCTOBER 30, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Suzanne’s “Why Qualtrics” story. I’ve been given so many unique opportunities & so much support (both personally & professionally) that I live life by paying it forward. While I will always leverage my mentors, I’m at a great point in my life where I can support others on their way up.
Forrester's Customer Insights
OCTOBER 30, 2019
Regulations, consumer wariness, and the consequences of misbehavior will create a challenging landscape for B2C marketers and brands.
CSM Magazine
OCTOBER 30, 2019
Leading housebuilder Redrow was awarded the highly coveted Social Customer Service Team of the Year title at the 2019 UKCCF Awards. The annual awards, held by the UK Contact Centre Forum (UKCCF), aim to recognise individuals, teams and company best practice amongst the 6,000+ contact centres based across the UK, rewarding innovation, teamwork, employee engagement, and the delivery of high-quality customer experiences.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Forrester's Customer Insights
OCTOBER 30, 2019
Read the top 3 predictions for the automation market from Forrester Research analyst Chris Gardner.
Oracle
OCTOBER 30, 2019
Direct to consumer (DTC) brands are transforming the entire ecommerce industry, according to new research. They’re not just reimagining the product, but the sales experience as well. For example, Warby Parker disrupted the eyewear market; StitchFix refashioned personal styling, and Casper has shaken up the mattress segment. Those are just a few examples of million-dollar, loyalty-inspiring brands founded within the last 10 years.
Forrester's Customer Insights
OCTOBER 30, 2019
Don’t just satisfy customers, anticipate their every desire! One of our retail clients told me “No one rewards you for merely satisfying customer demand. These days you need to be three steps ahead.” “you must embed superior retail planing, to anticipate their whims and desires!” Finger in the air techniques used to do the trick. […].
Qualtrics
OCTOBER 30, 2019
What makes a good product name, and how do you know when you’ve found one? Here’s our guide to choosing a great name, refining your ideas, and avoiding common product naming mistakes. There’s no question that a product name can make or break a launch. No matter how innovative your new offering, a clunky or confusing product name can put potential customers off.
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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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