Experience Investigators by 360Connext
NOVEMBER 19, 2019
Do you consider yourself a life-long learner? Most successful people are. Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. Better yet, lifelong learning leads to a healthier life, more financial success and even better social standing. There are so many wonderful ways to learn in today’s world.
Beyond Philosophy
NOVEMBER 19, 2019
Marketing Yourself. We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person.
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Michel Falcon Experience
NOVEMBER 19, 2019
PURPOSE, PROCESS, AND PROFIT. My 3-P strategy was developed to ensure businesses (including my own) are not just successful for a few weeks, months or years, but that they are successful for DECADES to come. Watch this short video if you want to learn how your businesses can THRIVE for decades as well. Want more tips like this? Follow me on LinkedIn or check out one of my other quick videos like What is People First Culture for exclusive insights and tips on company culture, employee engagement,
Middlesex Consulting
NOVEMBER 19, 2019
When we talk about customer satisfaction, we eventually arrive at talking about how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel. On the other hand, we like to work with companies who “empower” their employees to take care of the customer. Sometimes this works and […].
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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.
CSM Magazine
NOVEMBER 19, 2019
When companies spend time ensuring their employees are engaged, the results speak for themselves. According to CX futurist Blake Morgan, companies with highly engaged employees outperform their competition by 147%. Further, 79% of employees at companies with above average CX are highly engaged in their jobs vs. 49% of employees with average or below average CX scores.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Advantage Communications
NOVEMBER 19, 2019
No matter what industry you’re in, customer service is one of the most important functions for the success of your business. A great customer service experience can create a loyal customer for life, while a bad one could drive a customer to your competitor. In fact, companies must do more now to improve their customer service and provide a world-class customer experience (CX) than ever before.
Oracle
NOVEMBER 19, 2019
In a new interview by Future Commerce, Phillip Jackson discusses with Bob Meixner, Director of Product Strategy for CX Commerce & CX Content at Oracle , the biggest marketing challenges facing traditional brands today. Meixner talks about legacy systems, personalization, and why it’s critical that traditional retailers not be afraid to fail.
Education Services Group
NOVEMBER 19, 2019
In 1975, Kodak engineer Steve Sasson built the first ever digital camera, but Kodak’s management just didn’t see the appeal. After all, profit margins were far higher on film than on the cameras themselves, and this was filmless photography. In Sasson’s words, “management’s reaction was, ‘that’s cute, but don’t tell anyone about it.’” This was Kodak’s chance to be at the forefront of the digital revolution, but they wouldn’t commit to a new and disruptive technology.
inmoment
NOVEMBER 19, 2019
Today’s oversaturated markets make it difficult to stay on top of all CX intelligence news and trends. To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . Insight #1: Optimize the feedback experience. It’s what your customers want. .
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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
delighted
NOVEMBER 19, 2019
With retail stores filing for bankruptcy and closing left and right (Barney’s, Forever 21, Toys R Us, Sears, etc.), it’s evident that retail shopping is going through a change: the so-called “ retail apocalypse.”. It’s also fair to say that a mix of factors — the rise of ecommerce plus the increased operational costs of leasing land for a traditional brick-and-mortar store — have a lot to do with it.
iPerceptions
NOVEMBER 19, 2019
It’s beginning to look a lot like the holiday shopping season is upon us. So, what can retailers expect from their customers this year?
Strativity
NOVEMBER 19, 2019
It takes a cohesive, engaged, and empowered team to bring any customer experience to life. Yet too often, organizations fail to tap into the valuable insights and actions that employees have to offer. That’s why we partnered with Medallia for a webinar on how companies can connect EX + CX to achieve greater business impact. Watch the recording and download the presentation slides to hear from our team of experts on: The case for ‘Voice of the Employee’ How an industry leader im
Bold360
NOVEMBER 19, 2019
If there’s anyone who has a good handle on what makes customers happy, it’s the frontline employees (e.g., call center reps, chat agents, retail associates, etc.) and managers who assist them day in and day out. A new global survey of customer-facing employees by Ovum, in partnership with Bold360, reveals that while frontline employees understand customers’ rising expectations, they don’t have the tools and technology they need to fulfill them—and it’s taking a toll on their morale.
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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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Ecrion
NOVEMBER 19, 2019
There are over 7000 Customer Engagement Manager jobs in the US alone posted on LinkedIn at the time of this writing and that should come as no surprise: customer engagement is a really hot topic these days! To be successful, you will require strong project management and communication skills. Take the first steps by learning the what, why and how of the job: What does a Customer Engagement Manager do?
McorpCX
NOVEMBER 19, 2019
Define Your Customer Experience Strategy and Link to Execution.
Maru Group
NOVEMBER 19, 2019
We have seen the future of insights. It is information source agnostic and it seamlessly weaves together disparate data into a story that answers two key questions: So what? What’s next? Insights professionals of the future will be information omnivores. But it will be the quality of analysis —not the quantity of data — that will make the difference.
Wootric
NOVEMBER 19, 2019
Software interface design and user experience are interdependent. What connects and drives them is the aspect of visual engagement. If a user finds a platform easy to navigate and enjoyable, they are more likely to use it and to explore additional features, and they are less likely to contact support. These seven tips for writing UX copy will help you contribute to that optimum user 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.
kommunicate
NOVEMBER 19, 2019
There are numerous studies out there that clearly show why it is extremely important to develop a loyal customer base. Also, it is equally important to keep those loyal customers happy and increase customer loyalty. Those customers are the ones who are likely to buy your products, even if they aren’t on sale. They are [.]. The post 4 Ways to Increase Customer Loyalty and Remain Memorable appeared first on Kommunicate Blog.
CSM Magazine
NOVEMBER 19, 2019
The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business. A recruitment shift is happening in customer services. The contact centre has traditionally been considered a function which attracts entry-level talent with fewer formal qualifications and less room for career progression, yet organisations and job seekers alike are now recognising that this hub of the business can be the ideal starti
Qualtrics
NOVEMBER 19, 2019
As part of our XM Visionaries series, we’re taking a look at some of the most inspiring quotes from leaders working in XM. When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics. 1.
Grade.us
NOVEMBER 19, 2019
In 2018, TripAdvisor generated 730 million user reviews and opinions across 8 million listings covering a variety of industries, including restaurants, hotels, vacation rentals and attractions. What about revenue? Last year, TripAdvisor generated $1.6 billion in revenue via their advertising and review campaigns across 24 travel media brands owned by the TripAdvisor Media Group in 48 markets.
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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.
Forrester's Customer Insights
NOVEMBER 19, 2019
Sustainability matters to younger consumers — but Baby Boomers are more likely to use their values to guide their purchasing.
TechSee
NOVEMBER 19, 2019
Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. From its introduction in the 1970s, it has become increasingly common thanks to increased CPU power and advances in speech applications that have made the technology cheaper to deploy. Today, it is evolving into the Conversational IVR model that offers much more than a simple customer routing system.
ShepHyken
NOVEMBER 19, 2019
Will AI Kill the Customer Support Agent? How Humans and Technology Can Support Each Other for the Best Customer Experience. Shep Hyken interviews Antony Brydon. They discuss the role of automation in customer service, and how companies can best use it to improve their customers’ experience. Top Takeaways: When companies switch to AI and other new automation technologies, more often than not it is the customers who suffer.
Joe Rawlinson
NOVEMBER 19, 2019
Here is a harsh truth that you may not know yet as a business owner- “ideas are cheap”. There is no dearth of budding entrepreneurs who come up with some really good ideas for their startups. However, when it comes to launching the business and pushing its growth, they fail to achieve their goals. If you have built a new business and want it to succeed, then you need to leverage online marketing and branding tools.
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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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