InMoment XI

DECEMBER 5, 2019

No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side. This blog provides insight into the generational differences in workplace values, differences in their engagement levels, and some of the practices that companies are using to improve engagement. MaritzCX leverages decades of research experience to help organizations.

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Engagement Blog Article Insights 260

Kustomer

DECEMBER 5, 2019

Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences. I live it everyday in my personal life when buying from companies that make it easy to do business with them and I’ve founded three companies dedicated to changing the way businesses serve their customers.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. 1. AI unlocks intelligent experiences in customer support. AI is disrupting almost every industry, from manufacturing to finance – and in 2020 the increasing impact of AI will make its way to customer support (CS) centers, allowing businesses to empower CS agents with real-time feedback and guidance during customer interactions.

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2020 Customer Experience Omnichannel User Experience 91

ProProfs Chat

DECEMBER 5, 2019

Do you remember any situation where you switched your telecom service provider just because they were not responsive enough to your support-related queries? If yes, there you go!! . What made you switch? What were you actually looking for? Well, it’s a one-word answer: High-Quality Customer Service. Image Source. If you make customers unhappy in the physical world, they might each tell 6 friends.

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Customer Service Social Media Customers Poor Customer Service 78

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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

Totango

DECEMBER 5, 2019

Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. This could mean introducing them to the features that will help them achieve their business goals, offering expansion opportunities, and more.

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Net Promoter Score NPS Events Customer Journey 65

CSM Magazine

DECEMBER 5, 2019

Technology remains the best tool for managing customer relations. However, Customer Relationship Management systems do not always meet the expectations of staff, clients, and the entire business. CRMs enable businesses and organizations to serve customers better. They also assist in decision making since the systems generate crucial data about these customers.

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Customer Relationship Management Customer Relationships Consulting Engagement 52

C Space

DECEMBER 5, 2019

We All Need Friends. Relationships are the most important things we have – and that’s just as true for a brand as a friend. Here’s how we can make one into the other. Tweet. Christina Stahlkopf. Associate Director at C Space. Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behavio

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

CSM Magazine

DECEMBER 5, 2019

Bill Wilson (holding the award) and the Severn Trent digital team, picking up gold at the 2019 European Contact Centre and Customer Service Awards on Wednesday 27 November, hosted by Fiona Bruce (Far right) and special guest Frank Bruno (far left). Severn Trent was recognised for ‘delivering exceptional customer service’ at an awards ceremony in London, dedicated to the customer contact industry.

Customer Service 52

Customer Service Social Media 2019 Exceptional Customer Service 52

Optimove

DECEMBER 5, 2019

The challenges faced by CRM marketers are always evolving. It’s a living and breathing creature, as customer behavior and tech advancements play a cat and mouse game, leaving the marketer striving to keep up. Making sure your customers are enjoying a journey that meets their expectations while you try to keep up with competition, is a very complex task.

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Workshop Events 2019 Loyalty 75

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

NICE inContact

DECEMBER 5, 2019

Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates. As per the NICE inContact ICMI survey 25% of agents left the company in the past 12 months; 20% of agents left the contact center but stayed within the company; and 18% of agents changed positions in the contact center. Investing in AX has risen as one of the top priorities contact center leaders are undertaking to engage, motivate and most importantly retain agents.

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Contact Center Engagement Call Center Insights 62

Magellan Solutions

DECEMBER 5, 2019

Companies that outsource to Philippines benefit from its wide range of call center and back office services. With over 800 BPO companies, around 1.5 million freelancers , favorable laws, an efficient labor market rate, and a huge talent pool, the country has positioned itself as one of the largest outsourcing destinations in the world. Because of its best value services, it does not only cater to small businesses and startups but even to the key players in the industry.

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Call Center Insurance 2011 Telecommunications 59

delighted

DECEMBER 5, 2019

Seamless and personal, the omnichannel retail experience, when done correctly, is built entirely around accessibility and customer experience. As simple as that sounds, omnichannel retail is the result of melding dozens of customer touchpoints and activities into a non-linear customer journey. Those who have mastered omnichannel have a holistic understanding of their customers in terms of what their needs are, and how they want those needs fulfilled.

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Omnichannel Retail Customer Experience Net Promoter Score 40

Ecrion

DECEMBER 5, 2019

Your ability to relate to your customers is foundational for any sort of business you run. Whether you’re a lean operation that is strictly online and digital, or a large chain with brick and mortar locations all over, you need to be continuously fostering this relationship. In doing this, it is vital that you learn the differences between customer service vs customer experience.

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Customer Service Customer Experience Roadmap Customers 40

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The 5 Essentials of a CX-First Platform 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?

Customer Experience

Playvox

DECEMBER 5, 2019

Did you know the first known use of the term "real time" was back in 1953? It's true. Merriam-Webster.com says so. Since that time, the phrase has been embraced by many technology related industries, including the customer service space. Today, we hear the words "real time" quite often - real time analytics, real time monitoring, real time metrics, real time data, etc.

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Metrics Technology Customer Service Customers 54

MyCustomer

DECEMBER 5, 2019

5th Dec 2019 Sabio transitions legacy DAS UK telephony/workforce optimisation systems to scalable hosted infrastructure, unlocking signific DAS UK selects Sabio Cloud CX platform

2019 52

2019 Customer Experience Customers 52

inmoment

DECEMBER 5, 2019

Don’t just experience the experience transformation: own it. And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. .

Fashion 52

Fashion Social Media Metrics Feedback 52

SMG CX

DECEMBER 5, 2019

Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough. That’s like buying a treadmill and thinking you’ll get in better shape just by looking at it. Nothing will get accomplished until you engage with the tool.

Management 52

Management Brands Engagement 52

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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

Lithium

DECEMBER 5, 2019

Psychological principles are giving brands important behavioural insight which, when used correctly, can help drive great customer engagement. At a time when customers are demanding more from the brands they engage with, and the sheer amount of content on social and digital channels is increasing, brands need to find ways to cut through this noise to deliver the experience their customers are asking for.

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Customer Engagement Engagement ROI Events 52

NetBase

DECEMBER 5, 2019

Social media has revolutionized how we interact – and how we shop. Brands are watching closely, and have begun abandoning TV spots for online advertising. And social analytics is the key to its success. Popeye’s Halts TV Advertising After Online Success. Popeyes originally planned to use a lot of TV advertising to help launch its chicken sandwich this summer, but once the “chicken sandwich war” took off on Twitter , Popeyes sat on the TV commercial it had ready.

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Advertising Brands Social Media ROI 52

C Space

DECEMBER 5, 2019

A New Start. The traditional agency model has been around for years. But things are changing fast. Are you ready to rethink the way you collaborate? Tweet. Richie Jones. Director of Partnerships at C Space. Richie Jones is C Space’s Director of Partnerships. With over 15 years’ experience in insight and customer centricity under his belt, his work with Nissan, Tesco and Vodafone led to major changes in how his clients engage their customers, drive strategy, and engage their employees.

Net Promoter Score 52

Net Promoter Score Insights Connections Innovation 52

inmoment

DECEMBER 5, 2019

Don’t just experience the experience transformation: own it. And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. .

Fashion 40

Fashion Social Media Metrics Feedback 40

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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

Qualtrics

DECEMBER 5, 2019

Disruption is a big buzzword, especially in the world of tech. But what does it truly mean to be disruptive, and what’s the key to doing it well? We found that some of the best insights come from brands who disrupt their own business models. What is disruptive innovation? The term ‘disruptive innovation’ is attributed to Harvard professor of business Clayton Christiansen , who helped develop the concept in the 1990s.

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Innovation Brands 2006 Banking 43

MyCustomer

DECEMBER 5, 2019

5th Dec 2019 We know that customer service for many organisations remains impersonal, disjointed and inefficient.

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2020 2019 Customer Service Customers 40

Heart of the Customer

DECEMBER 5, 2019

Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. Meanwhile, your CEO is focused on your customers, but that doesn’t mean he cares about your surveys, either. As one […]. The post Why 1 in 4 of You Will Lose Your Job in 2020 appeared first on Heart of the Customer.

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2020 Measurement Net Promoter Score Customer Experience 20

Michel Falcon Experience

DECEMBER 5, 2019

Watch this quick video to learn my two GOLDEN RULES on gift-giving. I guarantee you will learn how to WOW your friends, co-workers and team members this holiday season. Follow me on LinkedIn for more tips like this. Buy John Ruhlin’s Book HERE. Are you interested in improving your company culture, employee engagement, and customer experience? If so, my online course, Team Operating System , may be your solution.

Books 15

Books Culture Engagement Customer Experience 15

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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