Keatext

JULY 25, 2019

The post The route to a five-star rating is paved with data appeared first on Keatext.

Data 53

Data Customer Experience Customers 53

Strikedeck

JULY 23, 2019

Chris proposes recommendations on how to keep customers engaged and happy.

Tips 45

Tips Customer Engagement Customers Engagement 45

Team Support

JULY 26, 2019

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. Sometimes waiting on hold for a half hour may be because of understaffing. But, other times it’s simply due to an inefficient customer service team.

B2B 70

B2B Customer Service Company Customer Retention 70

InMoment XI

JULY 24, 2019

MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys. Identifying the need for an all-inclusive, customizable patient experience survey and reporting framework, we developed the MaritzCX Patient Experience Platform, the healthcare industry’s first CX-based patient experience platform.

Healthcare 56

Healthcare Hospitality Survey Report 56

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.

Roadmap

QuestionPro Audience

JULY 25, 2019

The global media and entertainment market has consistently been on the rise. Revenue is projected to reach up to $2.2 trillion by 2021, according to statista , a leader in online statistics, market research and business intelligence portal. Gaming is an ever-developing and integral segment of this market. The two largest gaming regions, Asia Pacific and North America, accounted for 78 percent of global revenues in 2017.

Industry 47

Industry Entertainment Marketing 47

IntouchInsight

JULY 24, 2019

Learn more about some cool new features at Intouch that are part of our 2019 summer release.

37

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CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

QuestionPro Audience

JULY 23, 2019

What does targeting the right respondents for an online survey mean? Fifteen years ago, market researchers knew very little about online survey research. Almost all interviews were still completed via telephone, paper and pencil or face to face. Today, researchers know much more about online research, and most interviews are completed online. There’s nothing more frustrating than spending vital amounts of time and energy on a survey research project, only to realize that your survey respondents

Survey 236

Survey Tips Marketing 236

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

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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.

Contact Center

GetFeedback

JULY 22, 2019

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place. That’s because, without customer feedback, you won’t know where to begin to improve your customer experience. .

Infographics 170

Infographics How To ROI Feedback 170

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

QuestionPro Audience

JULY 25, 2019

The market research industry has grown steadily over the last five years. But innovations could rapidly increase potential revenue in the research industry in the future. What should companies in this industry expect in the years to come? Here are a few market research stats and trends. Here, we’ll take a look at key market research stats and trends from a variety of new reports covering the industry for market research.

Trends 225

Trends Industry Marketing Innovation 225

NICE inContact

JULY 23, 2019

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise.

Customer Service 163

Customer Service Banking Retail Course 163

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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.

Self Service

Calabrio

JULY 25, 2019

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies.

Contact Center 153

Contact Center Abandon Rate Innovation Conference 153

InMoment XI

JULY 26, 2019

Someone asked me the other day whether I had ever taken an on-line training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing. My initial response and emotional reaction to that question was that I had taken many. View Article.

Training 150

Training 150

GetFeedback

JULY 22, 2019

Infographic and cheat sheet on how to run a successful Voice of the Customer (VoC) program that will help improve customer experience across your brand.

Infographics 150

Infographics How To Customers Brands 150

Kristina Evey

JULY 25, 2019

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read More Episode 60 – Customer Service Expert Shep Hyken Shares His Insights. The post Episode 60 – Customer Service Expert Shep Hyken Shares His Insights appeared first on Kristina Evey.

Customer Service 149

Customer Service Customers Customer Experience Strategy 149

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.

Brands

NICE inContact

JULY 25, 2019

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics.

Call Center 141

Call Center Gamification Contact Center Social Media 141

InMoment XI

JULY 24, 2019

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

Transportation 150

Transportation Company Feedback Strategy 150

Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

Customer Centricity 139

Customer Centricity Culture Government Course 139

ShepHyken

JULY 24, 2019

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.

Customer Service Training 131

Customer Service Training Training System Customer Focused 131

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.

ROI

NICE inContact

JULY 26, 2019

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service.

Contact Center 139

Contact Center Chatbots Banking Poor Customer Service 139

InMoment XI

JULY 24, 2019

DSV is one of the five largest transport and logistics companies in the world, with a global presence in 85 different countries, 45,000 members of staff, and more than 250,000 customers. As a company well-known for its active acquisition strategy, DSV also focuses on organic growth between acquisitions. For many years, DSV did not have. View Article.

Transportation 30

Transportation Company Feedback Strategy 30

TechSee

JULY 23, 2019

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey. It means the company has done everything right, the customer has pulled out his wallet and is prepared to part with his hard-earned cash.

System 129

System Retail Software Sales 129

Comm100

JULY 23, 2019

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you? “How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever.

Communication 127

Communication Social Media Chatbots Customer Centricity 127

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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.

Case Study

NICE inContact

JULY 23, 2019

Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna.

Customer Engagement 138

Customer Engagement Engagement Contact Center Innovation 138

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Tips for Improving Social Media Customer Service by Fara Haron. (Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer

Social Media 121

Social Media Customer Service Trends Tips 121

Kristina Evey

JULY 25, 2019

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey.

Culture 120

Culture Customer Experience Employee Experience Customers 120