GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). An added advantage of text analytics is that it helps uncover trends that you might not have even realized existed–questions you might not even be asking on your customer surveys.

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Customer Experience Feedback Customers Information 221

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways to create an amazing customer experience in 2020, and I thought it would be enjoyed by our Shepard Letter subscribers as well.

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GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments.

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Customer Experience Feedback Customers Article 195

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

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2019 Customer Service Social Media NPS 75

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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.

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Bold360

DECEMBER 11, 2019

It’s 8:00 p.m. Do you know where your customers are? Hint: They’re on messaging apps. Every month, billions of people engage on messaging applications: 6 billion on WhatsApp. 3 billion on Facebook Messenger. 1 billion on WeChat. Messaging is the new conversational currency. Around the world, people send more than 50 billion messages each day to communicate with one another.

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Webinar Definition Customer Engagement Engagement 64

Talkdesk

DECEMBER 11, 2019

When purpose and passion collide—BAM! That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why now? My career journey has been fulfilling, and I am grateful to have gained such unique experiences, no doubt due to special teams I have been a part of and th

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Chief Customer Officer Contact Center Leadership Customer Centricity 56

Sampson Lee

DECEMBER 11, 2019

In my opinion, customer-centricity has three limitations: 1. It is exclusive to service-focused/related brands. 2. It has perplexing definitions. 3. It is unachievable for most enterprises. The two-ply toilet paper of Starbucks I’ve been asked how I define customer-centricity and had no clue until I discovered the definition given by Joseph Michelli, chief experience officer […].

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Customer Success Customer Centricity Definition Customers 55

Talkdesk

DECEMBER 11, 2019

When purpose and passion collide—BAM! That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why now? My career journey has been fulfilling, and I am grateful to have gained such unique experiences, no doubt due to special teams I have been a part of and th

Chief Customer Officer 52

Chief Customer Officer Contact Center Leadership Customer Centricity 52

CSM Magazine

DECEMBER 11, 2019

AirAsia is closing its voice call centers and replacing them with a chatbot. The chatbot, named Ava (AirAsia Virtual Allstar) is powered by artificial intelligence and has been busy handling some 50,000 messages daily this year. The announcement was made by AirAsia’s client director of happiness, Adam Geneave at the annual Salesforce Dream force Conference.

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Call Center Books Customers Article 75

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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

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Cyara

DECEMBER 11, 2019

2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered in 2019.

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2019 Innovation Customers Marketing 67

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Companies have applied artificial intelligence and machine learning to everything from enhancing the customer experience to revolutionizing medicine. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond.

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2019 Innovation Financial Sports 52

Prophet

DECEMBER 11, 2019

When it comes to spotting marketing trends, it’s easy to get distracted by the buzziest tech developments. But in our field of work, guiding the world’s leading brands to avenues of uncommon growth, there’s a higher likelihood that the most important trends aren’t brand new. They’re ideas that sound familiar – the importance of customer […]. The post Brand & Experience: What to Expect in 2020 appeared first on Brand and Marketing Consultancy | Prophet.

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2020 Brands Consulting Marketing 70

Alliance by IFS

DECEMBER 11, 2019

Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market. London, United Kingdom and Horsham, Pennsylvania, December 11, 2019 – IFS , the global enterprise applications company, announces that it has concluded the acquisition of 100% of the shares of global software company Astea International (USOTC: ATEA).

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Competitive Advantage 2019 Financial Leadership 49

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Measurement

Think Customers

DECEMBER 11, 2019

How does the customer experience affect delivery routes? What are the low-hanging fruits of making deliveries and where can companies differentiate? George Shchegolev, co-founder and VP of operations at Route4Me, answers these questions and more as he shares what happens behind the scenes to make fast deliveries possible. The post Delivery Route Planning: A Hotbed for Innovation appeared first on 1to1 Media.

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Innovation Customer Experience Customers Technology 52

Keatext

DECEMBER 11, 2019

The post Are online reviews making you blush? appeared first on Keatext.

Customer Experience 52

Customer Experience Customers 52

Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of … Continue reading → The post Hands-on Leadership appeared first on Brad Cleveland.

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Leadership Contact Center Engagement Call Center 26

NICE inContact

DECEMBER 11, 2019

As the B2B sales landscape has evolved, so have the opportunities to leverage the value of artificial intelligence (AI) in your contact center. Inside sales teams using CRM in the contact center now have access to a wide range of cost-reducing, efficiency-driving AI and automation solutions that can boost sales close rates.

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Contact Center Sales B2B Customer Experience 12

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.

Customer Insights

Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the giant Detroit-based mortgage lender.

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Leadership Contact Center Engagement Call Center 26

Centercode

DECEMBER 11, 2019

Surprises? Never. When it comes to scheduling, we always know exactly when our releases are going into delta. We’re never caught off guard by unexpected critical issues. Our releases roll out continuously, without disruption, just like clockwork.

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Management Customers 52

Brad Cleveland Blog

DECEMBER 11, 2019

One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is the founder and chairman of Quicken Loans, the giant Detroit-based mortgage lender.

Leadership 20

Leadership Contact Center Engagement Call Center 20

NetBase

DECEMBER 11, 2019

Patagonia is winning online love for its sustainability efforts – most notably, its carbon positive push. And other brands would do well to follow suit. Let’s see why that is! Patagonia Offers a Unique Value Proposition. What started by climbers and surfers , had a laid-back, minimalist vibe from the beginning and has progressed to what it is today – still a low-key, unconventional company.

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2011 Apparel 2025 2018 52

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Information

Gold Research

DECEMBER 11, 2019

Connecting Research to Results #1 –. Where (and Why) Prospects are Leaking from Your Marketing Funnel. In a recent discussion with insights professionals at a conference, the discussion came up about how to use research and insights efforts to impact business results. For a third of the group, the conversation resembled “do what?”. For another third, the response was “that would be great, but I don’t even know where to start.

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Connections Marketing Insights 52

Optimove

DECEMBER 11, 2019

Optimove’s CEO and Founder included in Martech Series’ Inspiring Martech Leaders list. The post 75 Inspiring Martech Leaders Who Are Prepared for 2020 appeared first on Optimove.

2020 52

2020 52

Centercode

DECEMBER 11, 2019

Surprises? Never. When it comes to scheduling, we always know exactly when our releases are going into delta. We’re never caught off guard by unexpected critical issues. Our releases roll out continuously, without disruption, just like clockwork. In fact, we write our schedule in ink (or we would if we weren’t, you know, using a computer).

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Management Communication Customers 72

One Millimeter Mindset

DECEMBER 11, 2019

Do you tell uncomfortable business stories to your clients and colleagues? Or, do you prefer comfortable stories, where clients always hear how your products and services will live up to their expectations? And everyone always lives happily ever-after? Also, when you tell these preferable, comfortable, and predictable, stories, what are you thinking to yourself?

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Workshop Sales Presentation Communication 67

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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.

Customer Engagement