InMoment XI
AUGUST 9, 2016
Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes.
Alida
AUGUST 8, 2016
The following is an excerpt from Winning the Research Revolution , an e-book exploring how technological changes pose both a threat and an opportunity for the world of research. Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.
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Experience Investigators by 360Connext
AUGUST 11, 2016
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high […].
Customer Bliss
AUGUST 11, 2016
Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs , yes — it’s possible to create a culture where everyone is trying to “make the quarter,” and that’s not necessarily the best recipe for long-term growth — but in general, MBAs are smart, capable people.
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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 12, 2016
Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
AUGUST 9, 2016
A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers. […].
Beyond Philosophy
AUGUST 10, 2016
There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Are you ready? A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with the
InMoment XI
AUGUST 12, 2016
Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of.
OpinionLab
AUGUST 12, 2016
In today’s web space, you have an arsenal of applications at your disposal to help you measure, diagnose and improve customer experience. And, almost all clients I work with don’t shy away from using the “next great thing” to hit market. I’m willing to bet you’re currently running at least one analytics tool, a session replay tool, a VoC tool as well as a market research tool on your web platform.
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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
ShepHyken
AUGUST 12, 2016
This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. – Shep Hyken. For those on the front lines of customer service, perhaps the only constant is variability.
Beyond Philosophy
AUGUST 8, 2016
Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? Or will you be too busy to anticipate their needs?
InMoment XI
AUGUST 12, 2016
Over the last few weeks, I’ve had to make a couple of calls to one of those companies that we all use and do not have to call very often. It doesn’t really matter which company it was or what industry, as the experience is universal. In this short space, I’m going to talk about one of.
Win the Customer
AUGUST 9, 2016
This year, the number of people using a third-party, touch-based system to make payments on their smart devices will increase 150 percent, according to Deloitte Global. That figure indicates a reach to some 50 million regular users. It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace.
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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ShepHyken
AUGUST 10, 2016
Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. There are certain industries that this seems to be especially true. People complain and joke about some of their experiences with government agencies. Or, how about the reputation of the cable TV industry?
transcosmos Information Systems
AUGUST 8, 2016
Regardless of size and industry, businesses should make IT infrastructure management one of its top priorities, especially in today’s highly digitized world. In a survey by Fuse Technology Group , small business continues to increase their future investments in terms of IT infrastructure, specifically in business management software (50 percent), data analytics (43 percent), mobile devices (37 percent), social media (36 percent), and cloud computing (34 percent).
InMoment XI
AUGUST 9, 2016
Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.
Customers That Stick
AUGUST 11, 2016
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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
ijgolding
AUGUST 12, 2016
The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. From politicians; to acquaintances (and sometimes friends); to family – the majority of people in the world will regularly be either the deliverer or receiver of a white lie. Whilst it is difficult to deny that politicians are perhaps the most frequent exponents of the ‘mistruth’ , there are others who are possibly even more prolific at ‘pulling the wool’
ShepHyken
AUGUST 9, 2016
Bob Thompson Talks About. How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” Bob also shares some best practices for customer service and what is necessary to ensure a successful customer service strategy.
InMoment XI
AUGUST 9, 2016
Big Data is back on the corporate agenda. I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 exabytes of data were created every day; by 2014 this was 2.3 zettabytes.
Beyond Philosophy
AUGUST 9, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. They can do straight customer loyalty and customer value research by recruiting panels of forum participants.
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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,
PeopleMetrics
AUGUST 10, 2016
We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience. Here are five highlights from the study, which you can download in full here. #1: Customers are reporting positive experiences. 54% of all customers that give feedback on their experience also recognize an employe
Kayako
AUGUST 11, 2016
This is a guest post by Maria Lebed , Customer Support Adovcate and Writer at Provide Support. No doubt, live chat has many benefits not only to the customer, but to a business also. There’s many conveniences involved with providing a live chat service: Live chat is cheap. It costs companies $5-30 for each inbound phone call to a customer service rep.
Customers That Stick
AUGUST 8, 2016
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Michelli Experience
AUGUST 10, 2016
I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.
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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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