InMoment XI
NOVEMBER 28, 2019
November is an exciting month for consumers and businesses alike. Thanksgiving Day, Black Friday, and Small Business Saturday kick off the holiday season with a bang, creating a crucial moment for great customer experiences to shine. Thanksgiving week is a big opportunity for companies to show their appreciation and gratitude to their customers and employees, View Article.
SurveySparrow
NOVEMBER 28, 2019
Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. are all the next-level experiences that these events deliver, aiding you to reinforce and bolster up your customer experience tactics.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Michel Falcon Experience
NOVEMBER 28, 2019
The GOOD and the BAD of Net Promotor Score (NPS). Across different industries, there are mixed reviews on whether or not net promotor scores are useful to your team. In this video, I walk you through the pain points and best practices when using a Net Promotor Score to create actionable change throughout your organization. The post The Value (And Negatives) of Net Promotor Score (NPS) appeared first on Customer Experience Customer Service Keynote Speaker.
Thematic
NOVEMBER 28, 2019
Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? Which strategies have they tried that worked to secure CX buy-in and which didn’t?
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.
Optimove
NOVEMBER 28, 2019
A lot can change in 48 months. Four years ago, Netflix had almost no competition, Microsoft’s stock was still treading around $50 a share, and TikTok did not exist. Oh, and the UK was deep in Brexit arguments. So perhaps some things do not change so quickly. Similarly, online customers’ tendencies around the holidays also seem to have some steady features to them.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Peter Lavers
NOVEMBER 28, 2019
I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. I found it fascinating, packed with insightful data and factoids that anybody interested in customer experience and customer service will find extremely useful, such as: 72% of consumers would likely switch brands after one bad customer service experience. 68% of consumers experience a long wait time to reach an agent while 64% say they experience difficulty when trying to navigate a co
Thematic
NOVEMBER 28, 2019
Getting buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? Which strategies have they tried that worked to secure buy-in and which didn’t?
Up Your Service
NOVEMBER 28, 2019
For decades, we’ve been serving leaders and organizations all over the world helping them to Unleash Unbelievable! This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world. Thank you for your vote of support! Step 1: Go to [link]. Step 2: Program Name: “UPLIFTING SERVICE: THE PROVEN PATH TO CUSTOMER SERVICE EXCELLENCE” Step 3: Company: “UPLIFTING SERVICE”
CSM Magazine
NOVEMBER 28, 2019
Subscan UDS, the UK utility, drainage, and survey company, has implemented a high tech mobile workforce system from Leeds technology company BigChange. . The system, which provides a paperless means of planning, managing, scheduling, and tracking mobile operations, has provided Subscan with a 30 percent saving in time and a million-pound growth boost to its business.
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
MyCustomer
NOVEMBER 28, 2019
Engagement 2010-2020: CX revolutions that defined the decade.
CSM Magazine
NOVEMBER 28, 2019
Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan. CENTRIC has incorporated Nemesysco core QA7 and Layered Voice Analysis (LVA) technologies in its Deep SEA emotion detection and analysis service.
MyCustomer
NOVEMBER 28, 2019
28th Nov 2019 London, 28th November 2019; TTEC Holdings, Inc.
Alida
NOVEMBER 28, 2019
Wondering how to determine what's most important when it comes to your offering?
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)
NetBase
NOVEMBER 28, 2019
As the U.S. celebrates Thanksgiving , we wanted to take a moment to express how thankful we are for the amazing brands we serve. And, it turns out, NetBase customers are thankful for us as well! Here are seven reasons why: 1. Thankful for Superfast Social Media Buzz and Sentiment Tracking. Timing is important in any industry. And understanding consumer sentiment in real-time can make or break an effort.
Forrester's Customer Insights
NOVEMBER 28, 2019
In a recent inquiry, a new Chief Data Officer asked where to start. And, wanted to know how to build a community around data and analytics, particularly with a limited budget to hire. Finding “Friendlies” My first suggestion was to look at the case study I did a few years ago on Seattle Children’s Hospital. […].
NetBase
NOVEMBER 28, 2019
As the U.S. celebrates Thanksgiving , we wanted to take a moment to express how thankful we are for the amazing brands we serve. And, it turns out, NetBase customers are thankful for us as well! Here are seven reasons why: 1. Thankful for Superfast Social Media Buzz and Sentiment Tracking. Timing is important in any industry. And understanding consumer sentiment in real-time can make or break an effort.
Quadient
NOVEMBER 28, 2019
The ‘Future Thinker’ is notorious for being open-minded and receptive to new ideas, even when those ideas go against conventional wisdom. . They do not find comfort in the status quo. . They look beyond the moment, rising above the here and now, to consider the big picture and formulate solutions that will change the landscape. For the Future Thinker seeking inspiration, here are three rich resources that should be on the top of their holiday reading list.
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.
Up Your Service
NOVEMBER 28, 2019
Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.
Expert insights. Personalized for you.
260 
Let's personalize your content