Quadient
OCTOBER 2, 2018
In the age of the empowered consumer, if you don't really know your customers then they're going to find a competitor who does. High quality, managed customer data will help you keep your customers, because it enables you to make the right offer to your customer at the right time and through the channel that they prefer.
Experience Investigators by 360Connext
OCTOBER 2, 2018
The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Interactions
OCTOBER 3, 2018
OCTOBER 3, 2018 These days, you can’t turn on the. Read more » The post AI and the Customer Experience: 3 Situations Where Customers Prefer AI appeared first on Interactions Resource Center.
Omnicus
OCTOBER 4, 2018
Customer service improves customer retention and boosts your bottom line.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
CX Journey
OCTOBER 3, 2018
Image courtesy of CXPA It's that time of year again. This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion! I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
OCTOBER 4, 2018
Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Great by themselves, but amazing when combined. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually b
BlueOcean
SEPTEMBER 30, 2018
You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an unwritten set of rules or assumptions or, sooner or later, that relationship will come under serious stress.
QuestionPro Audience
OCTOBER 2, 2018
I’m going to let you in on a deep, dark secret: there are still companies who do not conduct market research. They actually launch new products without having the research to back up their assumptions. Now, don’t ask me to try to explain their rationale, as it it far too crazy for me to comprehend, but I can say with confidence that I’m fairly certain these companies aren’t growing by leaps and bounds.
Experience Matters
OCTOBER 2, 2018
Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act.
Advertisement
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
CloudCherry
OCTOBER 4, 2018
Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Great by themselves, but amazing when combined. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually b
Alida
OCTOBER 1, 2018
Pioneers of audience engagement, BuzzFeed is a business that never waits for change: they create it. For BuzzFeed, finding emotional connections to the content they create and share is?fundamental?to their success. Jonah Peretti, the founder of BuzzFeed, has tasked the company to not only drive human connection, but find ways to monetize the work they do as well.
Customer Bliss
OCTOBER 4, 2018
Though many of us may enjoy out-of-town excursions that require a flight, we’re often a little less enthusiastic about the thought of the airport or the in-flight experience. Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest A
Experience Matters
OCTOBER 1, 2018
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
TechSee
OCTOBER 2, 2018
A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace.
QuestionPro Audience
OCTOBER 1, 2018
September may have gone by in the blink of an eye, but we can still learn something interesting from it. We’ve compiled the top 5 infographics, with a wide variety of topics. From quitting jobs to medicinal drugs, these infographics are sure to capture your attention and teach you a thing or two. 1 — 8 ENTREPRENEURS WHO STARTED LATE AND FOUND SUCCESS.
InMoment XI
OCTOBER 1, 2018
Thursday night in August, all the stars had aligned. I was sitting at dinner with four of my treasured girlfriends for the first time in months, drinking margaritas and catching up on life. Between all of us, we have 18 kids, so combine all our schedules (and my work travel schedule) and you soon realize. View Article.
GetFeedback
OCTOBER 3, 2018
As the dust settles on Dreamforce 2018, we're still reliving our favorite moments from the world's biggest tech conference. Here's a recap of the week.
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
AskNicely
OCTOBER 1, 2018
How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered. That means you need to select an NPS software solution that will help your team execute this great plan and help you hit every best practice along the way.
NICE inContact
OCTOBER 2, 2018
For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., Canada, UK and Ireland—with customized inventory finance solutions. NextGear’s lines of credit, in fact, give dealers the buying power they need to be successful. But NextGear also provides dealers much more, including responsive, reliable support by email, phone and chat.
InMoment XI
OCTOBER 4, 2018
In today’s service-obsessed world, community and citizen expectations are rising. Ameren Missouri has been acutely aware of the fact that they need to compete with new trends, employee needs, control operational costs, and implement modern technology to help them better serve their customers. In a recent webinar, Ameren Missouri shared how they have improved and.
GetFeedback
OCTOBER 3, 2018
Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. Dreamforce 2018 was a blast from start to finish. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Alida
OCTOBER 2, 2018
The state of customer experience (CX) is languishing because companies are making seven critical CX transformation mistakes. At the 2018 Customer Intelligence Summit , Forrester Principal CX Analyst Rick Parrish laid out these common errors but said it’s easy to sidestep these problems if you know what to look for. His keynote, “Get Your CX Transformation Right the First Time,” emphasized the need for a systematic, enterprise-wide approach that avoids the seductive shortcuts and hidden pitfalls
Beyond Philosophy
OCTOBER 4, 2018
Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.
InMoment XI
OCTOBER 2, 2018
Happy CX Day 2018 from all of us here at MaritzCX! On this day, we love to celebrate the tireless efforts of those who make great customer experiences happen. Our customers and employees deserve recognition for their outstanding CX efforts and expertise, because not all heroes wear capes! In honor of CX Day, we’d like. View Article.
Omnicus
OCTOBER 3, 2018
Find out if you’re cut out for creating an amazing customer experience Follow this link and take our quiz.
Advertisement
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Customer Bliss
OCTOBER 2, 2018
In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day. . The following is a lightly edited transcript of the video below.
Kayako
OCTOBER 5, 2018
With the use of technology on the rise, the customer experience landscape has changed forever. Long wait times and slow responses are no longer acceptable and have a huge impact on customer satisfaction. Immediate gratification and meeting high customer expectations are paramount. Technology is what got your customers to start feeling this way, and it is also the solution to giving them the best experience possible.
Beyond Philosophy
OCTOBER 5, 2018
To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.
Expert insights. Personalized for you.
69 
Let's personalize your content