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.
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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Customer Experience Update Submitted Articles
NOVEMBER 13, 2019
Learn how to reduce employee attrition with a successful employee loyalty program.
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
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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.
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!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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.
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.
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.
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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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
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.
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?
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.
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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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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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?
MyCustomer
NOVEMBER 13, 2019
Loyalty Should staff bonuses be tied to NPS?
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 [.].
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.
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.
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.
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.
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.
COPC
NOVEMBER 13, 2019
“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. Efficiency is important, but quality is what all Shouqi staff pursue. I hope we are ready to offer warm and quality services with the tools and methodologies we have learned through COPC certification.”. — Liang Haichen, Co-CEO of Shouqi Limousine & Chauffeur.
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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.
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
NICE inContact
NOVEMBER 13, 2019
Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.
MyCustomer
NOVEMBER 13, 2019
Recently, Amazon announced it is testing a new badge to label products in an effort to help customers decide what to buy. This is just the.H 13th Nov 2019. By Jason Hemingway CMO.
dscout People Nerds
NOVEMBER 13, 2019
Gen-Z is different. Here are six design implications for your design and research process.
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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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