Gainsight
OCTOBER 30, 2018
It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the silent killer. Churn. Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business.
Oracle
OCTOBER 30, 2018
My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. One day not long ago, Claudia asked me if I’d make her a bowl of ice cream. I was in the middle of something but said yes anyway—and made it in a rush. When I handed Claudia the ice cream, her enthusiastic thank-you and broad smile quickly dissolved into disappointment. “What happened to the whipped cream and sprinkles?
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Escalent
OCTOBER 30, 2018
You’ve achieved your customer experience (CX) goals! Congratulations! … Now what?
Lumoa
OCTOBER 30, 2018
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
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.
BlueOcean
OCTOBER 30, 2018
Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Job seekers in the Halifax area interested in boosting their résumé with a permanent customer support or claims administration position are encouraged to apply.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
OCTOBER 31, 2018
“Alexa, launch Netflix!”. No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020.
CloudCherry
OCTOBER 30, 2018
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? Without true accountability, pieces are bound to slip through the cracks.
Customer Bliss
NOVEMBER 1, 2018
As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. I always say, what’s on the inside, shows up on the outside. How do you hold yourself accountable when managing culture and employee experience?
QuestionPro Audience
NOVEMBER 2, 2018
October was a great month for data and research. We scoured the internet to create our top 5 infographics list for the month of October. They vary from climate change to food trends for 2019. Enjoy! 1 — TOP CULINARY AND COCKTAIL TRENDS FOR 2019. Foodies, take notice! 2019 is the year for African, Israeli and Japanese infusion. Vegan and raw foods will take precedence over the pork belly trend of 2018.
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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.
AskNicely
NOVEMBER 1, 2018
Each quarter, our New Feature Roundup will spotlight the most recent and requested improvements to our Net Promoter Score software, so you can discover easier ways to manage feedback data and truly hear the voice of your customer and quickly take the right action. New streamlined design coming soon — Preview now. The AskNicely design and development team continually strive to improve our customer experience.
InMoment XI
NOVEMBER 1, 2018
Customer experience (CX) research has been seeing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital customer experience. The historical norm of siloed customer satisfaction survey projects reported on a monthly or quarterly.
Lumoa
OCTOBER 31, 2018
Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.
QuestionPro Audience
OCTOBER 30, 2018
Happy Halloween! Halloween is known as the spookiest time of year, when children, adults and pets alike can dress up and get treats from their neighbors. We broke down the most popular treats, who will be dressing up, and other fun facts about Halloween.
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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
OCTOBER 30, 2018
Now companies can seamlessly integrate elegant surveys at the end of their live chat conversations and collect real-time, contextual customer feedback.
InMoment XI
OCTOBER 30, 2018
Halloween has always been my favorite holiday. As a child, I always looked forward to dressing up, watching scary movies, and carving pumpkins. And of course, the best part of all was when I would go out trick-or-treating with my cousin and my little sister. The three of us always put up quite the display. View Article.
AskNicely
OCTOBER 29, 2018
We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again. Or perhaps you can’t get your cardio in because, as usual, all the treadmills are taken and there’s a line of people waiting. You wonder if other clubs might offer a better experience.
QuestionPro Audience
OCTOBER 30, 2018
Happy Halloween! Halloween is the spookiest time of year, when children, adults and pets alike can dress up and get treats from their neighbors. We broke down the most popular treats, who will be dressing up, and other fun facts about Halloween. Select your respondents.
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
NOVEMBER 1, 2018
If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. Consider another circumstance. Customers you’ve had for a long time are giving you poor CSAT or NPS scores.
Calabrio
OCTOBER 30, 2018
Calabrio News Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises Share Complexity in the contact center impacts the bottom line. And customer service interactions are projected to increase not just in volume, but also in complexity over the next two years as the mediums for customer engagement are changing and expanding.
NICE inContact
OCTOBER 29, 2018
The world seems to be moving at breakneck speed. Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. I was met with a mix of giggles, and gasps.
ShepHyken
OCTOBER 31, 2018
Our mantra at Shepard Presentations is to Always Be Amazing. Those three words are very important. They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. It’s simple…. We want to be amazing for our employees. We want to be amazing for our clients. And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with.
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.
Inbenta
NOVEMBER 1, 2018
There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs. This creates an approach that is flexible in adapting to the nuances and ambiguity of languages while boosting accuracy between results and user intents. However, there still exists implementations of an old-school approach to NLP that relies on machine learning algorithms and predetermined rules.
Uniphore
OCTOBER 31, 2018
While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.
NICE inContact
NOVEMBER 1, 2018
Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Satisfied customers buy more, are less likely to churn and bring in more referrals. Companies are starting to see tremendous value, investing in organization wide CX programs. While CX design, implementation and roll out still remain a big challenge, there is one simple thing that can drive success of these programs.
ShepHyken
OCTOBER 29, 2018
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. 4 Major Customer Service Faux Pas by Holger Reisinger . (Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue.
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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.
Beyond Philosophy
NOVEMBER 2, 2018
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free!
Uniphore
OCTOBER 31, 2018
Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.
ReviewTrackers
NOVEMBER 1, 2018
Facebook Page reviews have the power to bring more customers for any business. In fact, Facebook is one of the top five sites that consumers check before they visit a business. In 2017 alone, Facebook held 19 percent of a business’ reviews , and it had the most positive reviews when compared to Google, TripAdvisor, and Yelp. Most people today have a personal Facebook account, and it only makes sense to allow users to leave their review of a business on the same platform.
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