GetFeedback

MARCH 2, 2020

Understand the importance of pulling in customer feedback for data analysis and how to harness the power of Einstein Prediction Builder.

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Think Customers

MARCH 2, 2020

On Feb. 17, Jeff Bezos announced the “Bezos Earth Fund,” pledging $10 billion against what he deemed Earth’s biggest threat, climate change. “It’s going to take collective action from big companies, small companies, nation states, global organizations, and individuals,” posted Bezos on Instagram. Sustainability, and consequently climate change, have become an intense area of conversation as organizations and experts fear drastic tipping points.

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Topdown

MARCH 2, 2020

2020 heralds a reinvigorated and deeper investment into user engagements and the customer experience (CX). Traditionally, customer communication management (CCM) has focused on transaction-oriented documents, messages, etc., as an operational necessity as opposed to being considered an essential and core component of the customer experience.

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Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

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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.

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ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. (Forbes) CX in its current form is broken.

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2020 Article Customer Service Hospitality 105

NICE inContact

MARCH 2, 2020

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.

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NetBase

MARCH 2, 2020

After kicking things off in San Francisco , the NetBase Quid World Tour hit its next stops in Charlotte, Dallas and Austin. We have a recap of each below. And if reading it makes you feel all kinds of FOMO, fear not! We have more World Tour dates scheduled – check them out and register now ! Why a World Tour? As the first of its kind, next generation consumer and market intelligence platform , we have so much to share with businesses around the actionable intel they could have at their fingertip

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Social Media Seminar Multi-Channel Leadership 60

C3Centricity

MARCH 2, 2020

I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities. What they all had in common was the desire to get the project approved quickly and easily, with the right resources of people, time and money. There are many reasons why projects fail and I’ve experienced many of them over my career!

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NICE inContact

MARCH 2, 2020

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Ask employees in the NICE inContact office in Cochabamba, Bolivia what an effective female technology leader looks like, you’re likely to hear Paola’s name come up time and time again.

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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

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Forrester's Customer Insights

MARCH 2, 2020

Forrester’s customer experience (CX) research team published more than 100 reports in 2019. I just published a report that pulls together our most important CX findings from those publications and highlights them in one place. The report is called Forrester’s Top CX Research Findings Of 2019. The key discoveries that I feature in this new […].

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2019 Customer Experience Customers 50

Oracle

MARCH 2, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Over 40 of these sessions will focus on the most relevant, cutting-edge trends and technology across business functions including marketing, sales, service, commerce, and more. **Ready to register for Oracle Modern CX 2020?

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MyCustomer

MARCH 2, 2020

Over the past five years or so, the phrase customer experience (CX) has come to dominate the boardrooms of almost every sector in the UK.C 2nd Mar 2020. By RobFaulkner_SoftwareSolved Insurance Practice Lead.

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Forrester's Customer Insights

MARCH 2, 2020

Johnson & Johnson And Apple Team Up To Save Lives And Create New Business Value Janssen Pharmaceutica, a Johnson & Johnson subsidiary, is partnering with Apple and Evidation Health to study how the Apple Watch can help identify atrial fibrillation (AFib) to reduce heart health losses. AFib, affecting nearly 6 million Americans, is the most common type of irregular heartbeat […].

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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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GetFeedback

MARCH 2, 2020

In this article, we give some tips on how to best design your survey to fit your audience and make your survey more successful.

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Article 195

Forrester's Customer Insights

MARCH 2, 2020

Virtual assistants such as Amazon’s Alexa, Apple’s Siri, and Google Assistant are among the set of emerging personal technologies that Forrester clients ask us about, especially as consumers embrace smart speakers. Forrester forecasts (US and EU-5) the rapid adoption of smart speakers by households. But Forrester Analytics’ Consumer Technographics® data shows that consumers still use […].

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Consumers Technology Connections Information 36

GetFeedback

MARCH 2, 2020

Web surveys are great for customer feedback, but how do you figure out what feedback to capture?

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Feedback Customers Article 195

Forrester's Customer Insights

MARCH 2, 2020

What is the employee experience of a pandemic? Companies are making plans, governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? Help us track and share that. TAKE THE 10-MIN […].

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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

GetFeedback

MARCH 2, 2020

4 free online survey templates to get help you get your feedback program started now.

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Feedback Article 195

Uniphore

MARCH 2, 2020

We see this every day. The push/pull between technology and human emotional intelligence. The IT department may run the systems, but it’s the CEO who’s responsible to stakeholders -- all stakeholders. We must remember technology is a tool that should improve, enhance, reduce something related to people. Read More.

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Technology Blog 52

GetFeedback

MARCH 2, 2020

How to build a customer feedback tool stack that connects you to your users.

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Feedback Connections Customers Article 195

Forrester's Customer Insights

MARCH 2, 2020

Let’s face it: Web Application Firewalls (WAFs) rarely excite the security imagination. WAFs have been ubiquitous for at least 15 years and play an important role in detecting and blocking “OWASP Top 10” application level attacks like SQL injection and cross-site scripting. WAFs are table stakes in any environment, but they suffer from the perception […].

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Marketing Customers 44

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Happy or Not

MARCH 2, 2020

You can use marketing tricks and tactics to boost sales, but without an equal emphasis on customer satisfaction, you will never grow your business. Customer satisfaction is what […]. The post What is Customer Satisfaction? appeared first on HappyOrNot.

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Forrester's Customer Insights

MARCH 2, 2020

“Headless commerce” is the ubiquitous, abstract description of the modern commerce suite. Technical folks talk about it as if it’s the new gold standard, and you’re probably wondering if you’re expected to change your entire commerce stack. There’s one not-so-small problem though: “headless” means something different depending on who you ask – and where you […].

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Retail Innovation Technology Management 41

Grade.us

MARCH 2, 2020

Reading Time: 9 minutes. Updated: 3/2/2020. You want your customers writing positive reviews, you’ve exceeded your customer’s expectations. You’ve under-promised and over-delivered. Maybe you’ve taken a loss for them. Or you’ve pulled a series of all-nighters. You’ve gone above and beyond. When you talk to them, they’re full of praise.

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Forrester's Customer Insights

MARCH 2, 2020

Digital transformation, innovation, and customer obsession top businesses’ strategic agendas. Enterprise architecture (EA) teams must enable these goals with the right technology roadmap and with internal operating models that can help enterprises attain their goals. EA programs have left behind their old role of centralized and largely disengaged planning and have moved pragmatically into making […].

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2020 Roadmap Innovation Technology 36

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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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