InMoment XI
AUGUST 5, 2014
At the risk of being called a heretic, recalls ain’t all bad. They represent a potential opportunity which automakers and dealers can exploit for further customer engagement. Let me know what you think. Until next time. @christravell.
PeopleMetrics
AUGUST 6, 2014
'TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. About halfway through, my eyes well up with tears. In addition to handing twenty dollars to everyone who came to specific Canadian locations and depositing the same amount to online banking customers, last week TD transformed thei
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Win the Customer
AUGUST 5, 2014
'What benefit do your customers have to use your services? Find ways to help your customers make sound buying decisions to make your job easier while improving their own well-being.
ijgolding
AUGUST 7, 2014
'The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the multi purpose experience maker that is the British pub can tick most boxes.
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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.
InMoment XI
AUGUST 5, 2014
At the risk of being called a heretic, recalls ain’t all bad. They represent a potential opportunity which automakers and dealers can exploit for further customer engagement. Let me know what you think. Until next time.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
AUGUST 7, 2014
'There’s no question about it – we live in a digital world. Checking our Facebook statuses, watching our videos, sending texts, our instincts are becoming digital. Given that, it’s no surprise that many efforts at teaching about customers are also digital. Citrix created a digital customer room. YouTube channels are another common approach, as are intranets.
Strativity
AUGUST 5, 2014
Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Date: Tuesday, September 16. Time: 1pm – 2pm EDT. Who should attend? Customer Experience Executives and Professionals, CMOs, CEOs, CIOs, Change Management and Organizational Design Professionals .
InMoment XI
AUGUST 5, 2014
At the risk of being called a heretic, recalls ain’t all bad. They represent a potential opportunity which automakers and dealers can exploit for further customer engagement. Let me know what you think. Until next time.
Amity
AUGUST 7, 2014
With a focus on providing SaaS companies with a comprehensive understanding of their customer and portfolio health, improving workflows and automation, Amity is introducing the Portfolio Health Report and enhancements to our Settings app and Portfolio app. The Settings App – You define the rules and views! Amity continues to improve the capabilities of rules to make automating, streamlining and scaling your customer success processes effortless.
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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
PeopleMetrics
AUGUST 4, 2014
'It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team.
Storyminers
AUGUST 7, 2014
'Personalization is what consumers want but few businesses are designed to deliver it. Amazon was first.
InMoment XI
AUGUST 5, 2014
(Allegiance is pleased to feature this guest blog from Chris Clegg at Portland Marketing Analytics.) I had the opportunity to speak with a communications company yesterday who is looking to develop a Voice of the Customer (VoC) program. They were looking for top-line direction around how to think about VoC research in general and.
Forrester's Customer Insights
AUGUST 4, 2014
'As customers we''re rarely satisfied with simply buying goods and services. What we really want, on top of the actual purchase, is a great customer experience (CX). This drives us to seek out companies that not only understand our wants and desires but more importantly, understand the role their company''s products actually play in our lives. Nowhere is this more true than in the hyper-competitive Australian retail banking market.
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.
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Customer Interactions
AUGUST 7, 2014
'The PSAPs’ Finest Awards ceremony has become an annual tradition for NICE at the national APCO Conference, and as is the case every year, this year we had the honor of recognizing four outstanding individuals. Here is a glimpse at our 2014 winners: Technician of the Year Jason Sturgill. Jason is a Telecommunications Specialist with the Monterey County Information Technology Department in Salinas, California.
Brad Cleveland Blog
AUGUST 7, 2014
A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel engaged at work, according to a 2013 report by Gallup.
InMoment XI
AUGUST 5, 2014
(Allegiance is pleased to feature this guest blog from Chris Clegg at Portland Marketing Analytics.) I had the opportunity to speak with a communications company yesterday who is looking to develop a Voice of the Customer (VoC) program. They were looking for top-line direction around how to think about VoC research in general and.
Forrester's Customer Insights
AUGUST 5, 2014
'In the age of the customer , customer insights (CI) professionals must invest in software solutions that will help them orchestrate contextual marketing. However, as outlined in Cory Munchbach ''s report Let''s Revisit the Enterprise Marketing Technology Landscape (Again) , the market is in a state of flux. Not only are we seeing tremendous M&A activity, but a constant stream of new vendors is flooding an already crowded space with innovative solutions.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Alliance by IFS
AUGUST 4, 2014
Field service has traditionally seemed quite simple. An asset or piece of equipment breaks, the customer notifies the service organization, dispatch schedules a field technician, the technician arrives within an agreed upon service window, fixes the asset, and then moves on to the next job. This process repeats itself for many service organizations, many times over, on a daily basis, and thus organizations have gotten really good at scheduling a technician to fix a down asset.
Brad Cleveland Blog
AUGUST 7, 2014
A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel engaged at work, according to a 2013 report by Gallup.
InMoment XI
AUGUST 5, 2014
(Allegiance is pleased to feature this guest blog from Chris Clegg at Portland Marketing Analytics.) I had the opportunity to speak with a communications company yesterday who is looking to develop a Voice of the Customer (VoC) program. They were looking for top-line direction around how to think about VoC research in general and.
CX Journey
AUGUST 5, 2014
'Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? It''s a scary and sad thought, but the answer to that question more often than not is "Yes." I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback.
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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,
Alliance by IFS
AUGUST 6, 2014
Meeting expanding field service demands can put a strain on your service center and other resources. In addition, the time and costs required to create an effective system and your own network of parts depots and service offices, not to mention the hiring and training technicians are not always practical. According to Aberdeen Group’s Field Service 2013: Workforce Management Guide. 64% of best-in-class companies reported using third-party technicians to complete at least some of their daily fie
InMoment XI
AUGUST 4, 2014
Research is sometimes criticized for its ability to generate and test new ideas. Specifically that: When asked, customers have no idea what they’ll want in the future. As Henry Ford famously said, “If I had asked people what they wanted, they would have said faster horses.” Customers don’t immediately recognize the benefits of new products. For. View Article.
InMoment XI
AUGUST 4, 2014
Research is sometimes criticized for its ability to generate and test new ideas. Specifically that: When asked, customers have no idea what they’ll want in the future. As Henry Ford famously said, “If I had asked people what they wanted, they would have said faster horses.” Customers don’t immediately recognize the benefits of new products. For.
InMoment XI
AUGUST 4, 2014
Research is sometimes criticized for its ability to generate and test new ideas. Specifically that: When asked, customers have no idea what they’ll want in the future. As Henry Ford famously said, “If I had asked people what they wanted, they would have said faster horses.” Customers don’t immediately recognize the benefits of new products. For.
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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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