Uniphore
AUGUST 16, 2018
Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.
InMoment XI
AUGUST 14, 2018
Applying statistical testing for NPS can be confusing. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. In this way, it will be easier to understand what’s going on with stat testing of NPS scores. The Issue with NPS The. View Article.
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Customer Bliss
AUGUST 16, 2018
On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey.
CloudCherry
AUGUST 17, 2018
How do successful brands stand out from the rest of the crowd? It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM).
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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.
Experience Matters
AUGUST 14, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #2: You Need A 360-Degree View of Customers What’s Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting for a 360-degree view of your customers woul
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
C3Centricity
AUGUST 13, 2018
What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).” Watching and listening to them in order to fully understand their rational needs a
GetFeedback
AUGUST 16, 2018
Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation.
Steve DiGioia
AUGUST 13, 2018
you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”.
QuestionPro Audience
AUGUST 14, 2018
From virtual assistants to facial recognition to personalization, AI (artificial intelligence) plays a large role in our everyday lives. We have grown accustomed to having these digital personal assistants make our lives easier and having “smart” homes and cars. Now, there is a lot of excitement about how AI is going to change healthcare. AI technologies are being used to help streamline administrative and health care processes.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
ijgolding
AUGUST 12, 2018
Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that the world of business does, deep down, recognise that customers are connected to the reason their organisation exists
GetFeedback
AUGUST 16, 2018
How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.
AskNicely
AUGUST 17, 2018
Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. 28% say workforce. And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed.
QuestionPro Audience
AUGUST 16, 2018
We know that millennials are getting married later in life, if at all, than previous generations. How many times have you heard a baby boomer say, “By 30, I had two kids and had bought a house”. Times have changed. Not only are millennials getting married in lower numbers, and at later years, they are changing everything the wedding industry . SPENDING.
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.
InMoment XI
AUGUST 16, 2018
This is an article written by MaritzCX for the purpose of examining survey behaviors through data analysis, where the connections are illustrated. Debunking the Myths While much of what we do is evidence-based, we have had a persistent belief that respondents are more likely to complete surveys on “Magic Tuesday.” Over the years, MaritzCX has. View Article.
GetFeedback
AUGUST 17, 2018
With survey results in Salesforce, you gain the context you need to make smarter business decisions. See why feedback belongs on the customer record.
AskNicely
AUGUST 15, 2018
You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you care? I know it sounds like something from Black Mirror season three’s “Nosedive” episode. You know the one where members of Charlie Brooker’s dystopian society are judged by a numeric rating given to them by their interactions with other people – better interactions can lead to a higher rating, while bad ones lead to a lower one?
IntouchInsight
AUGUST 16, 2018
Christopher Rios, CX Executive Search Leader shares how and why he builds his recruiting practice around customer experience.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Beyond Philosophy
AUGUST 16, 2018
A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.
GetFeedback
AUGUST 17, 2018
Are you getting the most out of the customer feedback you’re collecting? If your survey results are collecting dust in a spreadsheet, then probably not. The best way to drive immediate results with customer feedback is to integrate it with Salesforce, your source of truth for all things customer experience. With survey results on the Salesforce customer record, you can view feedback alongside the rest of your customer data.
CX Accelerator
AUGUST 16, 2018
Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.
Omnicus
AUGUST 12, 2018
Lessons Learned Through Laughter Sometimes in the world of customer experience, we all just need to have a good laugh. Some situations can be frustrating, some downright ridiculous, and sometimes it goes so well it is actually surprising. Humor is a great way to ease tension, and there are plenty of cartoonists out there who capture the ups and downs of customer service perfectly.
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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.
Experience Investigators by 360Connext
AUGUST 13, 2018
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.
GetFeedback
AUGUST 16, 2018
How do you know where you really stand with customers? Here’s a look at 11 customer service metrics that help companies measure support quality at scale.
Calabrio
AUGUST 15, 2018
Best Practices C3 2018 Speaker Spotlight: Q&A with Rob Morrissey, TD Ameritrade Share Let the countdown begin, were less than one month away from C3! Heres another installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series. Rob Morrissey, senior manager of partnerships and emerging products at TD Ameritrade, will be sharing how his company is using artificial intelligence to manage customer interactions and why contact centers of all sizes should consider this technology
Omnicus
AUGUST 12, 2018
Lessons Learned Through Laughter Sometimes in the world of customer experience, we all just need to have a good laugh. Some situations can be frustrating, some downright ridiculous, and sometimes it goes so well it is actually surprising. Humor is a great way to ease tension, and there are plenty of cartoonists out there who capture the ups and downs of customer service perfectly.
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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.
Uniphore
AUGUST 14, 2018
Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end , one who is delivering effective, cost-saving solutions to customer service technological and oper
GetFeedback
AUGUST 15, 2018
Customers love live chat. It's fast, easy, and casual. But with instant gratification comes added responsibility. Learn how to ace the live chat experience.
Beyond Philosophy
AUGUST 17, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.
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