Experience Investigators by 360Connext

NOVEMBER 5, 2019

Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey. Sales is where current challenges are discussed and in turn, promises are made. Those promises may be made with the best of intentions, but if your sales team doesn’t have a full understanding of the entire customer journey, it’s difficult to avoi

Sales 110

Sales Customer Journey Feedback Connections 110

TechSee

NOVEMBER 5, 2019

Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021. This rate of adoption has prompted Goldman Sachs to predict that AR will be an $80B market by 2025. Meanwhile, Gartner estimates that by 2020, AR applications on mobile devices will be adopted by 30% of large enterprises as part of their digital transformation strategies.

2025 95

2025 Airlines Contact Center 2021 95

Oracle

NOVEMBER 5, 2019

Retail innovation is constantly evolving, from established brands testing new customer experiences to the changing face of service delivery. Retailers of all sizes are pushing the envelope to stand out through their CX. What retail innovations are on the horizon for 2020? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead.

Retail 76

Retail 2020 Innovation Entertainment 76

NICE inContact

NOVEMBER 5, 2019

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform—and it’s never looked.

Contact Center 48

Contact Center Customer Service Call Center Customers 48

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

Strikedeck

NOVEMBER 5, 2019

Vincent Manlapaz, in an interview with Matt Myszkowski, VP of Customer Success at SAP, shares a strategic approach in creating a "growth mindset" in the organization and modernizing the CS program.

Customer Success 45

Customer Success Customers Customer Engagement Engagement 45

delighted

NOVEMBER 5, 2019

Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use. Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful?

Retail 40

Retail 2020 Customer Experience Omnichannel 40

CSM Magazine

NOVEMBER 5, 2019

Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience. We are in the fourth industrial revolution: the IConomy. Everything is digital, on-demand and putting consumers in control.Today’s consumers are becoming accustomed to the customer experiences delivered by the likes of Deliveroo, Amazon Prime and Uber.

Communication 40

Communication Consumers Retail Customer Satisfaction 40

NetBase

NOVEMBER 5, 2019

Understanding trends is important for marketers, of course. And that applies to every trend – including confusing, generationally segmented trends, like VSCO girls. What’s there to know about it? Lots. And brands that are using social listening to understand this viral group are cashing in this holiday season. Here’s how you can too! The More Things Change.

Brands 40

Brands Social Media Consumers Demo 40

Lithium

NOVEMBER 5, 2019

We’re back with a new Community Highlights for October. Let’s jump right in, shall we? We’re proud to share that Khoros was a strong performer in The Forrester Wave TM : Social Suites, Q4 2019! Read 's article to learn more about The Forrester Wave TM : and key takeaways from the report. October was filled with a lot of great discussions like 's topic about the great badge debate and 's topic about the new way spammers are getting past the automatic spam system.

Webinar 40

Webinar Roadmap 2019 Article 40

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

NetBase

NOVEMBER 5, 2019

Understanding trends is important for marketers, of course. And that applies to every trend – including confusing, generationally segmented trends, like VSCO girls. What’s there to know about it? Lots. And brands that are using social listening to understand this viral group are cashing in this holiday season. Here’s how you can too! The More Things Change.

Brands 40

Brands Social Media Consumers Demo 40

Forrester's Customer Insights

NOVEMBER 5, 2019

We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.

Financial 27

Financial Customer Experience Telecommunications Customer Relationship Management 27

ShepHyken

NOVEMBER 5, 2019

The Bottom Line of Customer Experience. Creating a Customer Experience that Results in Financial Gain. Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike. The Interview with Augie Ray: The emergence of new technology and the rise of social media have changed the way customers interact with brands, giving them more channels of communication than ever before.

Definition 16

Definition Social Media Financial Loyalty 16

Forrester's Customer Insights

NOVEMBER 5, 2019

I had the privilege of attending Money20/20 in Las Vegas in late October. Over three days, I had more than 20 meetings with the best thinkers in payments. Here are my five key takeaways: The distinguishing lines between merchants and fintechs continue to blur. Uber created a team called Uber Money that will be responsible […].

Retail 22

Retail Customer Experience Customers 22

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

InMoment XI

NOVEMBER 5, 2019

MaritzCX “Survey on Surveys” Measures Increase Customer Feedback Requests Survey Results Provide Valuable Customer Insight Unbiased feedback is a precious gift from customers. After all, customers who share their feedback want their input to matter and to be valued by the company that serves them. It is important to not only collect insight through surveys, View Article.

Feedback 66

Feedback Measurement Customer Insights Article 66

Centercode

NOVEMBER 5, 2019

Here you are, running another Customer Validation (CV) survey. Your survey is packed full of questions that will yield meaningful product insights, like “What issues are you encountering?” and “What do you like most about the product?” You’ve scanned for signs of psychological bias.

Feedback 52

Feedback Insights Customers 52

Ecrion

NOVEMBER 5, 2019

If you’re running a business in a Web 2.0 , digital world, you need to make sure that you’re built like it. This means looking into the workflows and processes that keep you ahead of the game and on top of your most important tasks. In this regard, working with a company that can help you build an optimized document workflow can be one of the best things that you do.

Document 50

Document Government Technology Presentation 50

Maru Group

NOVEMBER 5, 2019

The journey to insights has more twists and turns, peaks and valleys, deserts to cross and streams to ford than we generally acknowledge. There is more that is unknown than we care to admit. Mysteries abound, and sometimes we are blind to them because we think we know the answer. We interpret new information by making connections to what we already believe.

Connections 40

Connections Government Books Insights 40

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

Daniel Group

NOVEMBER 5, 2019

For those of us in the US, the Thanksgiving Day holiday is just a couple weeks away. Millions are flying, driving, cleaning and cooking, all while trying to keep the wheels turning at work for another week or so. The run-up to Thanksgiving is often busy, and for some it can feel overwhelming. The Google search term “holiday stress” is up 60% in the past seven days alone.

2011 40

2011 Document Books Events 40

kommunicate

NOVEMBER 5, 2019

Do you really need to delight your customers? How do you do it? What is the difference between customer satisfaction and customer delight? Well! In simple terms, when customer expectations are met then it is considered customer satisfaction and when you exceed their expectations it is considered as customer delight. The biggest well-known companies like [.].

Customer Satisfaction 40

Customer Satisfaction Blog Customer Expectations Customers 40

MyCustomer

NOVEMBER 5, 2019

Download the Guide. Lead goal. 200. TM Form. TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

2020 40

2020 Download 40

Grade.us

NOVEMBER 5, 2019

Updated: 11/5/2019. Her brakes have just gone out. Alina Tugend couldn't drive her care home safely. To make matters worse, her two children were in the back seat. Fortunately for her, she was at a standstill. She was able to inch over to the shoulder using her emergency brakes. Now she had another problem. Who should she call for help? What should she say?

Travel 35

Travel Advertising Events Marketing 35

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

Forrester's Customer Insights

NOVEMBER 5, 2019

With more volatility expected in 2020, read Forrester's predictions for the US healthcare market, focusing on Medicare For All, the executive order on price transparency, and the growth of virtual care.

Healthcare 34

Healthcare 2020 Marketing Customers 34

Brandwatch CX

NOVEMBER 5, 2019

Consumers 61

Consumers 2020 61

Alliance by IFS

NOVEMBER 5, 2019

Cloud-hosted solutions are not new to field service. Field service organizations (FSOs) were some of the earliest cloud adopters, having to send information beyond their corporate firewall to technicians in the field. Not surprisingly, more than 80% of FSOs are choosing cloud deployment for their field service management (FSM) software, according to Aberdeen.

Download 28

Download Management Information Article 28

Forrester's Customer Insights

NOVEMBER 5, 2019

The mapping industry is massively underperforming its potential to drive the physical future of business and life. IoT, self-driving cars, augmented reality, and location intelligence will all benefit from a radically different industry architecture, one built on a layered mapping stack and open mapping platforms with cloud-hosted intersection of mapping data, your data, and software […].

Customers 26

Customers 26

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