Experience Investigators by 360Connext

FEBRUARY 3, 2020

Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on the stage and you realize… “I’m actually learning something here.” Feels good, doesn’t it?

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Beyond Philosophy

FEBRUARY 3, 2020

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

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Marketing Customer Experience Professionals Presentation Consulting 131

TechSee

FEBRUARY 3, 2020

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations. This results not only in high costs for recruiting and training new agents – $7,500 per employee – but also the loss of knowledge when experienced staff leave.

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Contact Center Customer Service Document Average Handle Time 109

Steve DiGioia

FEBRUARY 3, 2020

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958.

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Customer Service Retail Customers Consumers 119

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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

Bizagi

FEBRUARY 3, 2020

Are you stuck trying to deliver digital transformation? Every business and technology leader that we work with is fighting to learn about successful strategies for digital transformation. These insights are vital for today’s companies to be able to survive and thrive in the digital economy. So following a popular webinar ‘ Delivering Meaningful Results from Digital Transformation ’ featuring with Neil Ward-Dutton of MWD Advisors , he shared his analyst expertise with our community by answering s

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Technology User Experience Connections Webinar 72

Think Customers

FEBRUARY 3, 2020

New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every industry. Being innovative is tough work and not every organization survives in the big city. According to the Small Business Association, over a quarter of new businesses fail during their first two years. So, what does it take for a startup to thrive as a hypergrowth success story?

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Customer Service Definition Customers Feedback 59

Beyond Philosophy

FEBRUARY 3, 2020

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

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Marketing Customer Experience Professionals Presentation Consulting 78

Topdown

FEBRUARY 3, 2020

There's a good chance that you customers are frustrated with your customer service channels. Don’t panic. Here’s what you need to know—and do—about it.

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Customers Customer Service Communication Customer Experience 62

CSM Magazine

FEBRUARY 3, 2020

Customers today are more demanding of brands, products and services than ever before. They are smarter, more aware of the power they hold and have higher expectations than ever before. To remain profitable, businesses have no choice but to keep up. And this goes way beyond developing excellent products and services. Consumers now expect flawless customer service, as well.

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Social Media Customer Service Customers Article 71

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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

Retail

NICE inContact

FEBRUARY 3, 2020

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too.

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Customer Expectations Customer Experience Customers 62

MyCustomer

FEBRUARY 3, 2020

Engagement The major misconception causing CX job cuts.

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Customer Experience Engagement Customers 82

NetBase

FEBRUARY 3, 2020

You have questions about the very latest next generation consumer and market intelligence technology available, and NetBase Quid has answers! Our World Tour seminar series is off and running, and we’re excited to share a bit about it – and invite you to join us at an upcoming complementary session. Odds are, there’s one near you! Starting Strong with Our Merger Announcement.

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Seminar Social Media Events Consumers 64

Oracle

FEBRUARY 3, 2020

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers. In the third and final part of this discussion, the panel examines the benefits of a unified agent desktop and how to increase agent productivity (while also improving the agent experience).

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Contact Center Webinar Roadmap Technology 40

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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

Quadient

FEBRUARY 3, 2020

Purchasing a new customer communications management (CCM) platform is stressful. A lot is riding on the decision. It’s a big investment. Swift adoption and advocacy of the new platform by its users will be imperative. Its tools and capabilities must be flawless if the company’s personalized, omni-channel customer experience is to be realized as envisioned.

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Connections Communication Management Customer Experience 45

Forrester's Customer Insights

FEBRUARY 3, 2020

Fifty percent. That’s the percentage of design professionals who say their company now uses a design system according to our 2019 State Of Design Team’s survey. And a whopping 74% of those companies say they use a design system more than two years ago. Over a third even have dedicated roles or teams to support […].

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2019 User Experience Customer Experience Customers 50

Grade.us

FEBRUARY 3, 2020

Reading Time: 12 minutes. Recently I had the opportunity to chat with Tommy Glasgow, Project Manager at Go Fish Digital. Tommy oversees all Online Reputation Management projects. He has led ORM initiatives for clients ranging from small local businesses to Fortune 500 companies, and specializes in online review improvement, search results cleanup, proactive reputation management, and online sentiment monitoring.

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Management Marketing Social Media Definition 34

Qualtrics

FEBRUARY 3, 2020

Facebook Messenger is one of the most popular ways to talk to brands with 67% of consumers saying they intend to use it to interact with companies they buy from. Now, you can turn those conversations into breakthrough insights with the new, improved integration with the Experience Management Platform. Closing the loop is a wonderful thing, isn’t it?

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Customer Insights Insights Omnichannel Customer Care 31

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

Forrester's Customer Insights

FEBRUARY 3, 2020

I recently took part in Forrester’s 2020 Predictions webinar. Attendees were able ask me their burning CX questions. There were a lot of CX questions this year (as you can see from the length of this post). So, I decided to round up a few of the questions and answers here. Q: How do you differentiate between CX and product […].

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Webinar 2020 Measurement Insights 36

Qualtrics

FEBRUARY 3, 2020

Word of mouth marketing is critical to lasting and meaningful success. Take a look at these 11 tips and tricks to optimize your customer referral program and grow your business in the experience economy. Word of mouth marketing is one of a business’ most important and powerful tools. It drives $6 trillion of annual consumer spending, accounts for 13% of consumer sales, and people are 90% more likely to trust and buy from a brand recommended by a friend.

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Reference Social Media Feedback Customers 28

Forrester's Customer Insights

FEBRUARY 3, 2020

Leadership Transition at IBM Means More Cloud, More Cloud Services, More Cloud Focus IBM is unlikely to ever have the economics of an Amazon, Azure, Google, or Alibaba. But it does have the largest footprint as a strategic partner of any vendor — 50% more customers than Accenture in our latest Technographics Services survey, for […].

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Marketing Leadership Information B2C 36

Qualtrics

FEBRUARY 3, 2020

Pop-ups have taken the retail and restaurant industry by force, and with good reason: pop-ups offer something for everyone. Pop-ups allow businesses to create new one-off experiences to help build their brand awareness through new unique, experiential concepts. What is a Pop-Up? A pop-up is a temporary retail store or restaurant that can last anywhere from a few hours to as long as a month.

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Retail Brands E Commerce Events 29

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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.

Information

Totango

FEBRUARY 3, 2020

Though it’s winter and it’s cold but with a lot of sun, it feels great. This weather made me change my travel plans and actually today we will be heading to a ski resort in beautiful Jasper, BC. . So, I am happy to launch today Totango’s Winter ‘20 release, Jasper. This release will have a lot of exciting content and I invite all of you to join me for the Product Webinar on Tuesday, February 11, 2020 at 1pm EST / 10am PST.

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Document Webinar Touchpoint 2020 62

Bold360

FEBRUARY 3, 2020

Subscribe via iTunes , Spotify and more. Twenty years of Google and Wikipedia, but the information is still not at our fingertips. What if we could automate the collection of information using both AI and humans? And what if we could do it by indexing and creating a better entity map? On this episode, I interview Jude Gomil , Founder and CEO of Golden , the world’s first self-constructing knowledge database built by artificial and human intelligence.

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Information Document Technology Connections 64

ClientSuccess

FEBRUARY 3, 2020

SILICON SLOPES, UTAH – February 3, 2020. Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. JD will spearhead Product Management and User Experience Design, and will be a member of the ClientSuccess Executive leadership team. As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Mov

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2017 Innovation User Experience Customer Centricity 52

Uplight

FEBRUARY 3, 2020

Customer-centric strategies for utilities are often associated with diversified growth and the transition of the utility role to an integrator of energy services. While this is certainly an important motivation for customer-centric strategies, utilities should not overlook, in its simplicity, how these strategies can drive their bread-and-butter of generation and transmission and distribution (T&D) growth.

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Customer Centricity Customers Insights 52

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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