NetBase
DECEMBER 17, 2018
No one can tell the story of your brand better than your customers – and that’s true for us as well. At our recent NetBase LIVE LA conference, Jessica Williams , Global Innovation Marketing & Analytics Leader for Visa shared how NetBase supports their storytelling efforts in reaching various audiences. Social Intelligence for Audience Segmentation.
Experience Matters
DECEMBER 21, 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 #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics.
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GetFeedback
DECEMBER 21, 2018
Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.
C3Centricity
DECEMBER 17, 2018
This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. I therefore wanted to share my answers to the question in the hope of being of help to businesses large or small. First let me say that if you’re struggling to grow, then you’re not alone!
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.
Vonage
DECEMBER 18, 2018
Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 17, 2018
Customer service and customer feedback go hand in hand: to provide the best service possible, you need insight from your customers. This means using the right customer surveys, in the right places, at the right times. And while it might be tempting to rely on your intuition when it comes to creating and placing surveys, at GetFeedback we advise against it—there’s an actual order to the madness.
IntouchInsight
DECEMBER 17, 2018
Watch now! A 1 minute and 20 second overview of what your business can gain from implementing a mystery shopping program at all of your locations.
Kristina Evey
DECEMBER 18, 2018
Some of the biggest drivers of job satisfaction and employee retention are purpose and impact. Compensation only pays a role … Read More Employee Engagement Increases With Understanding Purpose and Impact. The post Employee Engagement Increases With Understanding Purpose and Impact appeared first on Kristina Evey.
BlueOcean
DECEMBER 18, 2018
You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment
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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.
Lumoa
DECEMBER 16, 2018
Net Promoter Score in the eyes of a marketer. We had a discussion with Bill Macaitis, a man behind Slack, Zendesk and Salesforce marketing about what NPS surveys can bring to your company.
Customer Bliss
DECEMBER 18, 2018
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?
Kayako
DECEMBER 20, 2018
eCommerce is probably the field with the most key performance indicators ( KPIs ) to track. Though you can optimize your online business as much as you want, none of that will matter if you’re not keeping track of your goal posts and data. Ideally, you should choose and monitor your KPIs based on your niche and business goals. Certain KPIs might be relevant for you while others may not, depending on what you’re trying to measure and accomplish.
InMoment XI
DECEMBER 19, 2018
“CX is More Than Just a Program, It’s a Way of Operating.” At Reliant, the focus is not just to be the best at energy, but to also stand out as a champion of customer service. Hear how they have improved their NPS scores 150% by differentiating the way consumers can interact with their energy. View Article.
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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.
GetFeedback
DECEMBER 18, 2018
With Automated Email you can create engaging one-touch email surveys that are sent directly at specific points in the customer journey.
Customer Bliss
DECEMBER 20, 2018
“Our lives as human beings are made up of moments,” said Dan Heath in my interview with him earlier this year. As business leaders, if we can understand and think about this, we can really work to identify moments in an operation where you can stand out and be memorable. One of my most popular podcast episodes of this year features Dan Heath, co-author of the book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.
Horizon CX
DECEMBER 19, 2018
While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. According to research by Bain & Company, 80% of organizations believe they provide a superior service experience, but only 8% of their customers described their experience as superior.
NICE inContact
DECEMBER 20, 2018
The term cloud computing dates back to 2006. Fast forward and there has been a phenomenal growth and evolution in this space. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some form of cloud infrastructure.
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.
GetFeedback
DECEMBER 18, 2018
An easy way to email survey invitations immediately after customer interactions. Today, we’re excited to announce Automated Email. This feature helps companies automatically email personalized, engaging survey invitations directly from GetFeedback right after specified customer interactions in Salesforce. Setup is easy and you get a real-time pulse on what your customers are thinking.
Kristina Evey
DECEMBER 18, 2018
Ensuring staff understand how they impact the overall CX is the focus of today’s episode. Areas covered are… Culture Interviewing … Read More Episode 32 – Make Sure Staff Knows Their Place… of Impact! The post Episode 32 – Make Sure Staff Knows Their Place… of Impact! appeared first on Kristina Evey. Ensuring staff understand how they impact the overall CX is the focus of today’s episode.
BlueOcean
DECEMBER 17, 2018
Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to higher call volume in the contact center.
ShepHyken
DECEMBER 19, 2018
Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.
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.
GetFeedback
DECEMBER 17, 2018
Three ingredients to create the perfect customer survey and improve customer service and overall experience.
Beyond Philosophy
DECEMBER 17, 2018
Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.
NICE inContact
DECEMBER 21, 2018
Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. There is a way to transform savings into speed, and satisfaction. What does that mean?
ShepHyken
DECEMBER 20, 2018
Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.
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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.
kommunicate
DECEMBER 18, 2018
Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. The three-pronged spear – AI, NLP, and ML [.]. The post 13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents appeared first on Kommunicate Blog.
Beyond Philosophy
DECEMBER 20, 2018
How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure. However, participants at a study at Vanderbilt University do. The participants typed from 72 to 94 words a minute.
NICE inContact
DECEMBER 18, 2018
When businesses begin to look at how they need to create a Omnichannel Customer Experience it can be overwhelming … customers are tweeting, they want to text you, they are asking other customers (in online community forums), and when it really comes down to the wire they call! Whatever the industry, whatever the scenarios, the fact is customers have expectations and businesses are finding it hard to keep up!
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