Customer Bliss
NOVEMBER 8, 2019
As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service.
Beyond Philosophy
NOVEMBER 8, 2019
You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . The question becomes, are we talking ourselves into a recession?
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Oracle
NOVEMBER 8, 2019
According to Content Marketing Institute’s (CMI) 2018 Benchmarks, Budgets, and Trends—North America report , 31% of respondents rated their organization as doing a fair or poor job of aligning metrics with content goals. In fact, CMI also found that only 37% of B2B marketers and 40% of B2C marketers even had a written content plan documented! If you’re trying to get strategic by determining goals — and how you’ll measure them — but aren’t sure where to start, consider the
Beyond Philosophy
NOVEMBER 8, 2019
People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators.
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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.
NICE inContact
NOVEMBER 8, 2019
It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Call Experts
NOVEMBER 8, 2019
Companies must create dynamic environments to address the ever-changing workforce and its needs. In most situations, the direction and responsibility of this dynamic environment often fall onto the HR department. According to a survey by career builder, Human Resource leaders are being asked for their input into the company by 73% of CEOs. Leadership regularly invests in their HR departments and as the workload for this team increases, they need more support than ever to prioritize and tackle th
NetBase
NOVEMBER 8, 2019
Brands put lots of work in to capturing an increasingly complex consumer base. And they’re experiencing enormous success with strategies informed by next generation AI-powered social analytics. But they’re still failing in a key phase of the CX journey – post-sale. Why? We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below!
NICE inContact
NOVEMBER 8, 2019
It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.
NetBase
NOVEMBER 8, 2019
Brands put lots of work in to capturing an increasingly complex consumer base. And they’re experiencing enormous success with strategies informed by next generation AI-powered social analytics. But they’re still failing in a key phase of the CX journey – post-sale. Why? We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below!
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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
Feedbackly
NOVEMBER 8, 2019
If you’ve been following our blog in the last few weeks, you’ll know that today is the day. Feedbackly has received its biggest update. The post The All-New Feedbackly Is Available Now! appeared first on Feedbackly.
COPC
NOVEMBER 8, 2019
From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard. The COPC CX Standard is a comprehensive performance management system designed to improve operations that support the customer experience.
Blueshift
NOVEMBER 8, 2019
Data activation isn’t a standalone solution. It needs to be a foundational part of an integrated martech stack. But what does a martech stack that can truly scale with customer demands and dynamics look like? What is the martech stack that can clear up a marketer’s “traffic jam” composed of? Future-proof martech architecture At the […]. The post Data Activation’s Role in the Future-Proof Tech Stack appeared first on Blueshift.
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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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NICE inContact
NOVEMBER 8, 2019
We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place.
Blueshift
NOVEMBER 8, 2019
Data activation isn’t a standalone solution. It needs to be a foundational part of an integrated martech stack. But what does a martech stack that can truly scale with customer demands and dynamics look like? What is the martech stack that can clear up a marketer’s “traffic jam” composed of? Future-proof martech architecture At the […]. The post Data Activation’s Role in the Future-Proof Tech Stack appeared first on Blueshift.
Calabrio
NOVEMBER 8, 2019
It came as no surprise to me when the Minneapolis / St. Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! That’s because—in only two years—Jenny has been a driving force behind several massive initiatives that have helped mold Calabrio into the leading workforce optimization (WFO) software company it is today.
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.
ChurnZero
NOVEMBER 8, 2019
Serious About Customer Success? Your CRM is Not Enough! Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization.
Forrester's Customer Insights
NOVEMBER 8, 2019
I am often asked, “Renee, what is Integrated Risk Management (IRM) and how is it different from GRC?” You are neither misinformed nor are you horribly confused. We have been on a seven year journey together maturing governance risk and compliance programs to eventually give you the process, program, and data to get to performance […].
CSM Magazine
NOVEMBER 8, 2019
More than half of small and medium enterprises (SMEs) in the UK have changed customer relationship management (CRM) supplier according to the State of the CRM Market 2019 Report from Workbooks. . The company also found that a quarter of SMEs have yet to be persuaded of the benefits of CRM and have not yet bought any system at all. The research found that the main reason for changing supplier was a poor fit in terms of the business requirements – 48% of respondents thought this was a problem.
Forrester's Customer Insights
NOVEMBER 8, 2019
(With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California. Developers sampled the company’s latest offerings for mobile app and web development, the internet of things, and artificial intelligence. Forrester clients may not be familiar with Samsung’s intelligent agent Bixby, but it’s primed to put other better-known agents such as […].
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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.
Qualtrics
NOVEMBER 8, 2019
Do you want to find out how your industry ranks for customer experience (CX)? Or perhaps you want to know what the average CX rating is for companies like your own to help benchmark your own performance? To help your business understand how it ranks in CX and identify steps you can take to take your offerings to the next level, Qualtrics XM Institute is excited to launch this year’s XMI Customer Ratings – Overall.
Magellan Solutions
NOVEMBER 8, 2019
According to data , by the time 2020 rolls in, online sales will hit approximately 4135 billion dollars. To ensure you’re not falling behind, you need to keep an eye with the latest e-commerce trends, as most of them are already changing the world of online retailing. Keeping up with these trends will make your life easier, and will significantly boost your company’s revenues in the long run.
Qualtrics
NOVEMBER 8, 2019
Experience Management (XM) is transformational when it becomes part of the day-to-day operations of your business, embedded at every level of the organization. We’re seeing firsthand just how powerful it is, as breakthrough brands like American Express, BMW, and JetBlue are integrating experience data into their existing systems and processes and bringing customer data together in one place.
NICE inContact
NOVEMBER 8, 2019
We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Ultimately, we’re making it simpler and easier for you to deliver the best possible experience for your customers in all the channels that they want to use today.
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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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