Ecrion

FEBRUARY 20, 2020

Every business owner knows the value of getting into the minds of their target audience. What makes customers tick? What problem do they face and what solution can you offer? Beyond simply identifying your customer’s pain points, you need to understand the motivation behind the customer journey. Tracking, recording, and examining customer behavior provides valuable insight into how clients are interacting (or not interacting) with your brand.

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

Interactions

FEBRUARY 20, 2020

First off, let’s start by establishing that digital transformation for customer experience is truly a transformation. It’s not as simple as adding an additional channel such as a chatbot, but more about elevating the entire customer experience. This requires backend integration and process design across all (existing and new) channels and touchpoints to create a seamless and effortless digital experience. .

ROI 93

ROI Customer Journey Technology Touchpoint 93

Heart of the Customer

FEBRUARY 20, 2020

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […].

Chief Customer Officer 114

Chief Customer Officer Interaction Marketing Customers 114

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. . We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

Innovation 163

Innovation Social Media Technology Brands 163

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.

Customers

Michel Falcon Experience

FEBRUARY 20, 2020

In this episode, I sit down with VP of Salesforce Sales Nick DiNardo. Here’s What You’ll Learn: How to Increase Employee Engagement Amongst Remote Teams Customer Experience and On-Boarding New Clients How To Balance Sales and Customer Experience. DON’T FORGET! I HAVE NOT BEEN PREPPED ON ANY OF THE QUESTIONS ON MY BREAKING IT DOWN EPISODES.

Sales 78

Sales Customer Experience Culture Books 78

Optimove

FEBRUARY 20, 2020

We all want to be able to send the right message, to the right player, at the right time, and through the right channel. At Optimove, we are making this an everyday reality for our clients. And if a challenge comes along that requires a bit of technical creativity, well, it just makes it all the more fun at the end – when the CRM team can show true uplift thanks to these efforts.

Events 98

Events Communication Technology Interaction 98

NICE inContact

FEBRUARY 20, 2020

In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.

Customer Service 62

Customer Service Consumers Customers Technology 62

NetBase

FEBRUARY 20, 2020

It’s no surprise that new online stores are opening up faster than brick and mortar, but the fact that they’ve begun to displace in-person shopping is concerning. Retailers’ landscape is changing, and brands must get their social listening and market intelligence intel in order if they hope to avoid the ecommerce crush! Retailers Must Adapt or Die.

Retail 83

Retail Marketing Consumers 2019 83

NICE inContact

FEBRUARY 20, 2020

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

Customer Satisfaction 62

Customer Satisfaction Employee Experience Customers Customer Experience 62

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

Retail

Playvox

FEBRUARY 20, 2020

Studies show that the work-at-home call center population is seeing a 25% annual growth. Although this is great news as work-at-home staff experiences up to 50% less attrition than regular contact center employees, managing a remote workforce presents a whole new set of challenges in terms of communication.

Contact Center 56

Contact Center Call Center Engagement Presentation 56

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by name, describe their expected business outcomes, and predict at-risk and successful customers. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified.

Customer Success 52

Customer Success Engagement 2014 Customer Centricity 52

CSM Magazine

FEBRUARY 20, 2020

The parameters of what constitutes a great marketing campaign have changed enormously over the decades, once upon a time it was sales figures alone that caused a stir amongst the internal management teams. Now we hold so much more stock in online sentiment, engagement and brand authority, all of which often have a knock-on effect to sales, but when times are tight, creating lasting brand awareness is what pays dividends.

Marketing 52

Marketing Brands 2012 2013 52

Oracle

FEBRUARY 20, 2020

If you work on a customer experience team — as an account manager or success rep — you may be wondering where your career will take you in the next 2, 5, or 10 years. It’s hard to see so far into the future given the evolution of automation and AI. The job that you have today might not exist in the future. Isn’t that a weird thought? That’s because your career path is yours to create.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

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,

Measurement

Qualtrics

FEBRUARY 20, 2020

Get the inside track from innovators at the world’s largest and most disruptive tech, media and telecom brands, industry experts, and the world’s experience management leaders at X4 Summit 2020. You’ll find it all at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping XM professionals reach new heights in employee experience.

2020 32

2020 Government Employee Experience Leadership 32

MyCustomer

FEBRUARY 20, 2020

Loyalty How do your social responsibility plans shape up?

Customer Expectations 62

Customer Expectations Loyalty Customers 62

Forrester's Customer Insights

FEBRUARY 20, 2020

Morgan Stanley announced today that it is acquiring discount broker E-TRADE for $13 billion, bringing 5.2 million new customer accounts and $360 billion in assets in the biggest takeover of a US bank since the financial crisis. The acquisition will transform Morgan Stanley from a bank that primarily relied on investment banking, trading and wealth […].

Banking 37

Banking Financial Customers Management 37

Brad Cleveland Blog

FEBRUARY 20, 2020

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC).

Customers 34

Customers Contact Center Call Center Leadership 34

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

Alida

FEBRUARY 20, 2020

“We were flying blind. We didn’t have consistent data, we didn’t know much about our global audience, and it was very difficult to make decisions. Now, with one centralized platform, we’re infusing our deep customer knowledge into business decisions in every market around the world.”. — Chris Austin, Director of Data & Insights, Condé Nast.

Insights 130

Insights Marketing Customers Customer Insights 130

Brad Cleveland Blog

FEBRUARY 20, 2020

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC). The University of California is the world’s … Continue reading → The post Customer Access Strategy as Playbook appeared first on Brad Cleveland.

Customers 26

Customers Contact Center Call Center Leadership 26

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. One of the main indicators that can be taken into account is contact economy, which is based on the number of contacts avoided by phone or email. While figures vary depending on solution providers, it is commonly admitted that implementing a self-service tool allows businesses to reduce the number of incoming contact

ROI 116

ROI Return on Investment Management 2025 116

Brad Cleveland Blog

FEBRUARY 20, 2020

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC).

Customers 20

Customers Contact Center Call Center Leadership 20

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.

Information

SurveyGizmo

FEBRUARY 20, 2020

By Tim Svensen, Software Engineering Manager, and Chris Cantrell, UX Designer. Our customers continually inspire us. They leverage the SurveyGizmo platform in ways we never imagined, using feedback to drive real impact throughout their organizations. Take Mary Ann Mendez. An accomplished researcher at the Professional Development and Research Institute on Blindness (PDRIB), she’s a real force of nature.

Download 108

Download Feedback Events Presentation 108

Confirmit

FEBRUARY 20, 2020

Confirmit Studio makes the complex simple, helping you to deliver personalized end user experiences across data analysis, exploration and taking action. Using Confirmit Studio you can easily add your preferred widgets onto a canvas to build out reports and dashboards tailored to the unique needs of your company’s users. The pages you create can provide at-a-glance data visualizations, reports, metrics and KPIs, as well as support tactical and strategic actions.

Download 52

Download Metrics User Experience Management 52

Forrester's Customer Insights

FEBRUARY 20, 2020

The leadup to RSAC2020 has been interesting to say the least. IBM made a decision to exempt its employees from the event due to concerns about the Covid19 pandemic, days later RSA was acquired by a private equity firm, and there’s only a few days left before the event as this goes live. First a […].

2020 45

2020 Events Customers 45

Confirmit

FEBRUARY 20, 2020

Confirmit Studio makes the complex simple, helping you to deliver personalized end user experiences across data analysis, exploration and taking action. Using Confirmit Studio you can easily add your preferred widgets onto a canvas to build out reports and dashboards tailored to the unique needs of your company’s users. The pages you create can provide at-a-glance data visualizations, reports, metrics and KPIs, as well as support tactical and strategic actions.

Download 52

Download Metrics User Experience Management 52

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.

Customer Engagement