Win the Customer
MAY 20, 2014
'Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily.
CCO Council
MAY 20, 2014
'Now that “tweet” has become a verb, it seems that everyone has a Twitter, Facebook, Google+, and any other alphabet soup social media account. And rabid social media “experts” are calling for every C-level executive to embrace social media as part of their “new commitment to transparency.” Who cares whether or not the CCO tweets?
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InMoment XI
MAY 23, 2014
Recently I have seen several very good articles about the occasional need to fire a customer. As usual, I think Colin Shaw had a lot of good things to say on the topic. The central theme of the argument is that employees deserve respect and that customers should not be allowed to abuse a company’s people.
Touchpoint Dashboard
MAY 18, 2014
'Touchpoint Dashboard is pleased to report that we recently served as a strategic sponsor at the 2nd Annual Walker B-to-B Customer Experience Summit held at the Arizona Biltmore Hotel in Scottsdale, Ariz, April 29-May 1. Walker Information is a renowned organization in the customer intelligence field, and has been for 70 years. We were honored to […].
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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.
Very Best Service
MAY 19, 2014
'Customer service teamwork The human factor plays a key role in the delivery of excellent customer service and everyone recognises that having a well motivated and trained customer service employee will make a massive difference when interacting with customers and racing against the competition. Companies should not ignore that they could make the boat go even faster with a stronger emphasis on teamwork.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 23, 2014
Recently I have seen several very good articles about the occasional need to fire a customer. As usual, I think Colin Shaw had a lot of good things to say on the topic. The central theme of the argument is that employees deserve respect and that customers should not be allowed to abuse a company’s people. View Article.
Brad Cleveland Blog
MAY 19, 2014
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.
Customer Interactions
MAY 23, 2014
'School districts across the nation are facing increasing demands from the public to ensure the safety of students and staff. Unfortunately, security budgets aren’t increasing at the same rate. This leaves school administrators the formidable challenge of finding economical solutions to improve security leveraging existing systems. Existing security systems can generally be divided into the following categories: video, intrusion, access control and fire.
InMoment XI
MAY 23, 2014
Recently I have seen several very good articles about the occasional need to fire a customer. As usual, I think Colin Shaw had a lot of good things to say on the topic. The central theme of the argument is that employees deserve respect and that customers should not be allowed to abuse a company’s people.
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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
InMoment XI
MAY 22, 2014
At Allegiance we pride ourselves on creating innovative products that make our customers’ jobs easier and gain insights faster. It is this spirit of innovation that lead to the award-winning data mining product Spotlight®, the recently released skip logic visualizer, and many more enhanced features that no one else in the industry offers. However, like.
InMoment XI
MAY 22, 2014
At Allegiance we pride ourselves on creating innovative products that make our customers’ jobs easier and gain insights faster. It is this spirit of innovation that lead to the award-winning data mining product Spotlight®, the recently released skip logic visualizer, and many more enhanced features that no one else in the industry offers. However, like.
InMoment XI
MAY 22, 2014
At Allegiance we pride ourselves on creating innovative products that make our customers’ jobs easier and gain insights faster. It is this spirit of innovation that lead to the award-winning data mining product Spotlight®, the recently released skip logic visualizer, and many more enhanced features that no one else in the industry offers. However, like.
InMoment XI
MAY 21, 2014
When everything else is equal, most customers opt for the product with the lowest price. If you want to charge more for a product or service, make sure everything else isn’t equal between you and your lower-priced competitor. I’ve heard this theory many times, but I rarely put it to test. Before I go on. View Article.
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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InMoment XI
MAY 21, 2014
When everything else is equal, most customers opt for the product with the lowest price. If you want to charge more for a product or service, make sure everything else isn’t equal between you and your lower-priced competitor. I’ve heard this theory many times, but I rarely put it to test. Before I go on.
InMoment XI
MAY 21, 2014
When everything else is equal, most customers opt for the product with the lowest price. If you want to charge more for a product or service, make sure everything else isn’t equal between you and your lower-priced competitor. I’ve heard this theory many times, but I rarely put it to test. Before I go on.
InMoment XI
MAY 19, 2014
“May your children die a horrible death!” screamed the disheveled passenger at the TSA agent at Chicago O’Hare airport last week. I guess he was upset that he could not go down the TSA PreCheck line, since he…well…did not apparently register and/or qualify for the program. The TSA agent was an older thin woman who. View Article.
InMoment XI
MAY 19, 2014
“May your children die a horrible death!” screamed the disheveled passenger at the TSA agent at Chicago O’Hare airport last week. I guess he was upset that he could not go down the TSA PreCheck line, since he…well…did not apparently register and/or qualify for the program. The TSA agent was an older thin woman who.
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
InMoment XI
MAY 19, 2014
“May your children die a horrible death!” screamed the disheveled passenger at the TSA agent at Chicago O’Hare airport last week. I guess he was upset that he could not go down the TSA PreCheck line, since he…well…did not apparently register and/or qualify for the program. The TSA agent was an older thin woman who.
Brad Cleveland Blog
MAY 19, 2014
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.
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