Experience Matters
NOVEMBER 4, 2019
Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.
CSM Magazine
NOVEMBER 4, 2019
To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you. You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company. “Using professional actors to deliver immersive and interactive training makes perfect sense because they are the experts in voice, body language and how to calm nerves if someone lacks the confiden
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
One Millimeter Mindset
NOVEMBER 4, 2019
When you tell data-driven “Me” stories, you become short-sighted about the outcomes that decision makers look for when deciding to fund, invest and buy. Are the stories you tell well-balanced or out-of-sync with the stories people are listening for? As STEM professionals and left-brain thinkers, we take pride in being the smartest people in the room.
ServiceDock
NOVEMBER 4, 2019
A recent post on LinkedIn by business mentor Miriam Simon got me thinking about the relationship between store layout and customer experience. Miriam’s post was short and to the point.
Advertisement
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.
CSM Practice
NOVEMBER 4, 2019
Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Think Customers
NOVEMBER 4, 2019
The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars. Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience.
CCO Council
NOVEMBER 4, 2019
We can talk about customer strategy until we’re blue in the face. But at the end of the day, your CEO only cares about RESULTS. Executives who are too process-focused on things like journey maps, customer experience, NPS, and Design Thinking are failing to translate their initiatives into business results. They’re not able to point to the revenue they’ve contributed to bringing in.
Hero Digital
NOVEMBER 4, 2019
Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights. Arun will evolve Hero Digital’s data & insights strategy and capabilities in service to the company’s commitment to creating meaningful customer experiences. He will lead data strategy for Hero’s most complex clients to uncover CX opportunities that unlock new value and drive client business results.
Oracle
NOVEMBER 4, 2019
There isn’t much that’s changed about the process of applying to college in the past few decades: first, students determine which schools they’re interested in attending. Then, they complete a college application for each of those schools, and finally, students search for scholarships to defray the cost. However, tech changes are beginning to break the mold.
Advertisement
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
NetBase
NOVEMBER 4, 2019
Influencer marketing can be an amazingly effective brand awareness activity leading to lots of conversions. or an expensive lesson. Advertisers are fed up with fake influencers that result in the latter, but many are unsure of what to do about it, beyond give up the practice entirely. There are options though – and we’re sharing a few to get your brand rethinking its approach.
Forrester's Customer Insights
NOVEMBER 4, 2019
In 2020, insurance companies will battle back against the market changes by focusing on three key areas. Read Forrester's predictions for the insurance industry here.
NetBase
NOVEMBER 4, 2019
Influencer marketing can be an amazingly effective brand awareness activity leading to lots of conversions. or an expensive lesson. Advertisers are fed up with fake influencers that result in the latter, but many are unsure of what to do about it, beyond give up the practice entirely. There are options though – and we’re sharing a few to get your brand rethinking its approach.
Keatext
NOVEMBER 4, 2019
The post Rethinking the retail experience through text analytics appeared first on Keatext.
Advertisement
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,
.png)
GetFeedback
NOVEMBER 4, 2019
Four Voice of the Customer (VoC) trends for B2B businesses in 2019 that will teach you how to compete in CX with other brands in your industry.
Grade.us
NOVEMBER 4, 2019
In 2011, Becky Simms launched Reflect Digital , a UK-based agency that’s won 26 awards to date, including, in 2019, Wirehive 100s, “Best Use of Search” and “Agency Leader” awards, as well as the Drum Search Awards “Best B2B SEO Campaign” and “Best E-Commerce Campaign.” Behind all those awards lies a way of thinking about search and conversion that uses data but reaches beyond it, too.
UJET
NOVEMBER 4, 2019
The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform. However, since a full contact center rip-and-replace is not only time consuming, but expensive, many customer support organizations are still using more traditional contact center platforms. These systems rely on voice and IVR as the main forms of communication.
ClientSuccess
NOVEMBER 4, 2019
In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is necessary to move projects forward or overcome roadblocks throughout the customer journey. .
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.
Feedbackly
NOVEMBER 4, 2019
Olemme koko Feedbacklyn tiimin kanssa erittäin innoissamme kun saamme ilmoittaa, että täysin uudistunut Feedbacklyn taustahallinta julkaistaan 8. marraskuuta. Olemme työstäneet tätä projektia jo. The post Täysin uudistunut Feedbackly julkaistaan 8. marraskuuta appeared first on Feedbackly.
ClientSuccess
NOVEMBER 4, 2019
In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is necessary to move projects forward or overcome roadblocks throughout the customer journey. .
Forrester's Customer Insights
NOVEMBER 4, 2019
DevOps teams will see some new trends in 2020 that will impact their work in GRC, introduce new tools, and bring additional business value. Learn more from Forrester Principal Analyst Charles Betz.
C Space
NOVEMBER 4, 2019
The Right Insight. What makes a successful customer insights leader? Here’s a guide to the challenges and strategies of some of the best in the business. Tweet. Robert Howie. Managing Director, Growth at C Space. Robert Howie is Managing Director of growth at C Space, and previously led the Retail team. He was a co-founder of Palladium Group, a management consultancy, and the Chief Commercial Officer for the Balanced Scorecard, the world’s leading framework for strategy execution.
Advertisement
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.
Forrester's Customer Insights
NOVEMBER 4, 2019
In 2020, the cloud computing market will sees interesting new alliances and face new security concerns. Read Forrester's 2020 cloud predictions to find out more.
Forrester's Customer Insights
NOVEMBER 4, 2019
The world of software development will see big changes. Learn Forrester Research's top 5 predictions for the software development market in 2020.
Bold360
NOVEMBER 4, 2019
Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively. Knowledge bases have been around for a while, but it seems many organizations are still struggling with how to catch up, build, connect, consolidate, manage, or even harness their knowledge bases to optimize and grow their bu
Advertisement
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.
Expert insights. Personalized for you.
128 
Let's personalize your content