TechSee
JANUARY 14, 2020
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs.
ShepHyken
JANUARY 14, 2020
Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). Here’s a hint: it’s all in providing a secure, personalized, and frictionless channel of communication.
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TechSee
JANUARY 14, 2020
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs.
Heart of the Customer
JANUARY 14, 2020
Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. These days, there seems to be a lot of talk about customer experience. Indeed, ensuring that companies optimize interactions with their top clients, obtain the highest level of […]. The post Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty?
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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.
One Millimeter Mindset
JANUARY 14, 2020
Developing your provocative business storytelling acumen moves you one millimeter (or more) beyond sounding like everyone else. Because business stories easily sound too safe, too sanitized and too perfect. Talking about achieving fairy-tale outcomes after surmounting monumental, emergency business challenges. Except that the greatest business challenges which many of our clients face come in smaller packages.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Ecrion
JANUARY 14, 2020
With the rise in smart objects, our options for keeping track of our lives has skyrocketed. We can track how many steps we walk, where we spend the most money, what’s on our grocery list, and much more without ever lifting a finger. So, it makes sense that technology like that would start improving the manufacturing industry. Industry 4.0 software is based around the idea that we are entering a fourth industrial revolution.
Chadwick Martin Bailey
JANUARY 14, 2020
Emotion, Identity & the Benefits of Disney+. Welcome to 2020! If you’re like me, you did at least three things over the holiday—visited family, ate too much, and read about the “decade in review.” Most articles looking back at the 2010’s mentioned the massive evolution in how we consume entertainment and the onset of the streaming wars. Disney+ and Apple TV+ have launched; HBO Max and Peacock are on the way.
InMoment XI
JANUARY 14, 2020
Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.
NetBase
JANUARY 14, 2020
The matchup between Clemson’s Tigers and LSU’s Tigers is a raucous event, with equally outlandish online sentiment around the matchup. So, how has chicken sandwich trash talk won a good chunk of this conversation, and how can your brand create the same online feeding frenzy? The results are thanks to a few key ingredients, revealed using social analytics!
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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
SurveySparrow
JANUARY 14, 2020
Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold. But if you have a leaky bucket where you lose your existing customers to your competitors, then it is a bigger loss to you that needs careful evaluation.
Confirmit
JANUARY 14, 2020
Bupa Global know that supporting globally minded individuals means thinking globally themselves. They have advisors, doctors and nurses based around the world, helping provide a multi-lingual service – giving customers the benefit of their international experience. To maintain this focus, they remain free of shareholders, re-investing profits back into the business.
Totango
JANUARY 14, 2020
At Totango we strive to deliver cutting-edge approaches to the challenges facing the Customer Success industry. Today we are thrilled to announce our latest innovation, Totango Dynamic Assignment. This groundbreaking capability allows organizations to assign customer-focused work to team members based on their skill sets and availability, rather than a designated customer book of business. .
Confirmit
JANUARY 14, 2020
As a Market Researcher, Customer Experience (CX), or insight professional, you are continually striving to understand consumer behavior and to deliver insights that motivate your stakeholders to drive actions - could video be the answer? Watch Video. The rise of automation and AI has changed the game about how video can be used, and the value it can provide.
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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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inSided
JANUARY 14, 2020
In this guest post from G2 they highlight why brand communities should be central to your business strategy and offer-up the 3 best ways to build a thriving brand community.
NICE inContact
JANUARY 14, 2020
Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now. Is your contact center ready to make the leap to cloud computing?
Grade.us
JANUARY 14, 2020
Reading Time: 20 minutes. How important is it to get Facebook recommendations? Can facebook recommendations go viral? One out of every three users on Facebook, or approximately 800 million people use their platform for reviews and recommendations. Additionally, two out of three users, approximately 1.6 billion people, visit the page of a local business every week.
Oracle
JANUARY 14, 2020
Fresh into a new year and a new decade, expectations are high for customer experience. And tech and retail companies are eager to deliver. NRF Vision 2020: Retail’s Big Show expected record-breaking numbers this week, and there was certainly no lack of inspired solutions on display, poised to wow show-goers. While new innovations and tech trends dominated the show floor and session content, another theme strongly emerged: the focus on the employee experience, and its effects on retail cust
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.
delighted
JANUARY 14, 2020
Often used as a barometer for brand health, Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors by asking: “How likely are you to recommend ABC Company?”. Answers are then given on a scale of 0-10, with 10 being the “very likely” to recommend. Those who answer 9 or 10 are called “promoters,” and they are your brand’s biggest fans.
inmoment
JANUARY 14, 2020
With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . But the development and execution of a successful CX strategy can present serious organizational challenges.
Confirmit
JANUARY 14, 2020
As a top national mortgage lender, PennyMac Loan Services is committed to providing its customers with a range of innovative mortgage solutions. Whether they’re new to the home loan process or experienced buyers specifically seeking a competitive conventional, FHA, VA, investment property or Jumbo loan, PennyMac is dedicated to offering competitive rates and superior service.
Chadwick Martin Bailey
JANUARY 14, 2020
Emotion, Identity & The Streaming Wars. Welcome to 2020! If you’re like me, you did at least three things over the holiday—visited family, ate too much, and read about the “decade in review.” Most articles looking back at the 2010’s mentioned the massive evolution in how we consume entertainment and the onset of the streaming wars. Disney+ and Apple TV+ have launched; HBO Max and Peacock are on the way.
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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.
Confirmit
JANUARY 14, 2020
As a top national mortgage lender, PennyMac Loan Services is committed to providing its customers with a range of innovative mortgage solutions. Whether they’re new to the home loan process or experienced buyers specifically seeking a competitive conventional, FHA, VA, investment property or Jumbo loan, PennyMac is dedicated to offering competitive rates and superior service.
Up Your Service
JANUARY 14, 2020
Transcript of “What is Service?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. We are in The Financial Services Industry. All of your organizations, your businesses, you serve somebody. SWIFT is a membership organization that serves all of you. We all live and work in a world of service, which raises a very interesting question.
Experience Investigators by 360Connext
JANUARY 14, 2020
Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike. Emotions are driving our decisions , and usually more than we believe they are. According to Harvard Professor, Gerald Zaltman , 95 percent of cognitive decisions are based in the subconscious.
inmoment
JANUARY 14, 2020
With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . But the development and execution of a successful CX strategy can present serious organizational challenges.
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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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