Customer Bliss
NOVEMBER 14, 2019
Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. In today’s episode, Guy talks about the importance of delivering value to the customer and across the entire customer lifecycle.
Alida
NOVEMBER 14, 2019
This has been an extraordinarily bright few months for our Vision Critical business. We celebrated our customers at Insights Day events across the globe, presented our vision and business strategy at Forrester’s CX SF , and went online with Argyle to talk about the customer experience with hundreds of marketing and CX professionals. The density of conversations globally on the role of customer trust in the context of business impacting insight and action punctuate the opportunity and responsibil
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Interactions
NOVEMBER 14, 2019
Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4 trillion between 2020 and 2023. And, with the digital native generation entering the consumer stage and the majority of consumers becoming more connected, the pressure for digital transformation is on. .
Totango
NOVEMBER 14, 2019
Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible. This is your opportunity to prove your product is the best solution for meeting their business goals.
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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.
Confirmit
NOVEMBER 14, 2019
Something for something. Customer relationships very much are premised on a quid pro quo between a company and its customers. That is, the customer/company relationship is an exchange of values, something for something. Customers want companies to deliver great products, services and experiences at a given price point. In turn, customers reward companies that meet and exceed their expectations with loyalty behaviors , that is the ongoing behaviors that create value for the company.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
NetBase
NOVEMBER 14, 2019
Leading retail brands are using social analytics research to support new eco-friendly fashion offerings. The results are inspiring from a sustainability standpoint. And they’re downright exciting from a customer experience standpoint! With social insight regularly recognized for its predictive trend analysis and consumer understanding capabilities, brands are rapidly analyzing target market needs and taking immediate action.
Ecrion
NOVEMBER 14, 2019
If you have ever hung up on a customer service call out of frustration or angst or stopped using a company because of bad service, then you know the commercial benefits to offer good customer support and service. You’ve also already answered the question “what is CCM” then as well. CCM is the short form of the phrase, customer communications management, and is designed to maintain superior communications between a business and its clients.
Maru Group
NOVEMBER 14, 2019
There’s a growing sense of mistrust and fatigue amongst Black Friday UK shoppers. After sweeping into the UK limelight in 2014, Black Friday has fundamentally changed the way UK consumers shop. December sales are slowing as consumers spend more in November, while internet sales are on the rise ; average weekly internet sales nearly tripled between November 2010 and 2017, according to the ONS (Office for National Statics).
NetBase
NOVEMBER 14, 2019
Leading retail brands are using social analytics research to support new eco-friendly fashion offerings. The results are inspiring from a sustainability standpoint. And they’re downright exciting from a customer experience standpoint! With social insight regularly recognized for its predictive trend analysis and consumer understanding capabilities, brands are rapidly analyzing target market needs and taking immediate action.
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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
Bold360
NOVEMBER 14, 2019
I’ll be the first to admit I would rather text someone than pick up the phone. Of course, for special occasions like a birthday, if I have something long winded to say, or if I need an immediate answer, I’ll give someone a call. BUT, if I can avoid it, I do. So, what makes texting appealing? It’s less of a commitment. I can send a text without needing myself or the text recipient to be available at that exact moment in time – because I don’t need an immediate response.
Optimove
NOVEMBER 14, 2019
Partners. Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. ActiveTrail helps businesses of all shapes and sizes turn customers into loyal fans with automated customer journeys and personalized email campaigns.
NICE inContact
NOVEMBER 14, 2019
For even more in-depth tips and trends, check out this ICMI article. In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it.
Oracle
NOVEMBER 14, 2019
According to the World Economic Forum , planet Earth is experiencing unprecedented change due to the rapid development of new technology—and the outcomes of these transitions are difficult to predict. One question that leaders are thinking about is tech inclusion—the idea that the economic benefits of tech should reach workers and end users of all walks of life.
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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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Playvox
NOVEMBER 14, 2019
According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer service agents fail to answer customer questions 50% of the time.”.
Optimove
NOVEMBER 14, 2019
At least 2-3 times per day, clients ask us: why aren’t messages delivered to the inbox? Why do they see a decreasing trend in open rates? How can they ensure subscribers see the emails sent to their inbox? To help answer these questions and provide easy-to-execute, actionable tips that put you in control of where your messages get delivered, let’s first note 3 main areas impact that deliverability: identification, reputation, and content.
Brad Cleveland Blog
NOVEMBER 14, 2019
Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products, … Continue reading → The post Putting Yourself in Your Customers’ Shoes appeared first on Brad Cleveland.
Qualtrics
NOVEMBER 14, 2019
We’re now right in the middle of the holiday shopping season. It’s the busiest time of year for customers with long gift lists for friends and family, parties to arrange, homes to decorate, and journeys home to plan. It’s easy for things to become so frantic that retailers’ relationship with their customers becomes disconnected and there’s a higher danger you deliver poor customer experience.
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.
Brad Cleveland Blog
NOVEMBER 14, 2019
Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do.
Centercode
NOVEMBER 14, 2019
On November 12, the Walt Disney Company launched their long-awaited video streaming platform, Disney+ …surprising no one. Disney is, after all, just one name on a long list of media production outlets to jump into the stream of on-demand media. CBS All Access, Apple TV, and Comcast’s Peacock (set to launch next year with 15,000 hours of programming) are signs of an industrial shift.
Brad Cleveland Blog
NOVEMBER 14, 2019
Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do.
Centercode
NOVEMBER 14, 2019
On November 12, the Walt Disney Company launched their long-awaited video streaming platform, Disney+…surprising no one. Disney is, after all, just one name on a long list of media production outlets to jump into the stream of on-demand media.
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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.
NICE inContact
NOVEMBER 14, 2019
Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations. It was just 5 or 6 years ago that the ability to drill down on things like agent performance and average speed of answer (ASA) was somewhat of an inexact science.
dscout People Nerds
NOVEMBER 14, 2019
NASA UX Designer Krys Blackwood teaches us how to build interfaces for users who are a decade away from using them. .
Confirmit
NOVEMBER 14, 2019
A focus on the Employee Experience (EX) can have significant benefits. You know this. But can you prove it? Really? Watch Now. Most EX practitioners struggle to measure and prove the value of EX. And that is a problem. In this webinar we will discuss the right measures for EX, and show you how to use them as a foundation to demonstrate the ROI of your efforts.
Ascribe
NOVEMBER 14, 2019
Co-Founder and Chief Innovation Officer Charles Baylis was featured in Quirk’s Faces of Research for his team’s leadership in revolutionizing verbatim coding through the use of AI, machine learning and natural language processing. Read more here. The post Ascribe Co-Founder Featured in Quirks Faces of Research appeared first on Ascribe.
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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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