Callminer

DECEMBER 4, 2013

With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.

Contact Center 182

Contact Center Compliance Customer Service 182

Win the Customer

DECEMBER 28, 2013

'Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?

Customer Experience 143

Customer Experience Customer Service 143

Customer Experience Matrix

DECEMBER 16, 2013

'I''m not a big fan of year-end summaries and forecasts, mostly because I produce summaries and forecasts all year round. But I pulled together a few thoughts last week in response to a request, only to discover I had misunderstood what was wanted. Rather than let my precious wisdom go to waste*, I''ll share below what I think will be most important marketing technology trends of 2014.

Predictive Analytics 110

Predictive Analytics Government Technology Technology 110

ProProfs

DECEMBER 5, 2013

'While in brick and mortar classrooms, where text is the primary medium of instruction, with online courses you can use all kinds of instructional mediums such as text, videos, images and more. A striking example is an audio enabled PowerPoint presentation, which allows you to use a combination of images, text and sound to deliver information to learners.

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Contact Center

1 to 1

DECEMBER 22, 2013

'Whether it''s the airlines embracing mobile to assist customers, a bad-boy company promising to make over its service standards, or the launch of new technology that will change how consumers pay for everyday retail goods, these 10 customer experience incidents will change the course of how organizations deliver customer experiences. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 55

Social Media Customer Experience Voice of the Customer Retail 55

Win the Customer

DECEMBER 31, 2013

'Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions.

Customer Experience 143

Customer Experience Customer Experience Management 143

Win the Customer

DECEMBER 26, 2013

'Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision.

Customer Service 132

Customer Service Customer Experience 132

Win the Customer

DECEMBER 23, 2013

'A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process.

Customer Experience 130

Customer Experience Technology Technology 130

Win the Customer

DECEMBER 25, 2013

'Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones. To all of you staffing the 24x7x365 customer service and technical support call centers around the world, who sacrifice to continue your mission of exceptional customer experiences, I want to […].

Customer Service 107

Customer Service Customer Experience 107

Customer Experience Matrix

DECEMBER 10, 2013

'I stumbled over Woopra in their tiny booth during last month’s Dreamforce conference, where I was intrigued enough to let them scan my badge and promptly forgot why. Fortunately, a diligent sales rep followed up by email and I remembered it was worth a closer look. If you’ve been reading my recent posts, you won’t be surprised that I’ve decided they are yet another Customer Data Platform.

Engineering 74

Engineering CRM Start-ups Sales 74

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C

Customer Experience Matrix

DECEMBER 6, 2013

'As I wrote last week , it sometimes seems that every system I look at these days is a Customer Data Platform. Of course, this is partly because I’m choosing to look at that type of system, and partly because CDP vendors are reaching out to me. But I do believe another reason is that CDPs are an idea whose time has come: I’ve recently seen at least three CDPs that are just emerging from stealth or beta mode.

Customer Retention 69

Customer Retention Sports Engineering Gaming 69

Customer Experience Matrix

DECEMBER 13, 2013

'Let’s face it: no real work will get done next week, what with all the holiday parties and caroling and so forth. So you might as well set aside 2:00 to 3:00 p.m. Eastern time on Wednesday, December 18 and register for the Webinar I’m co-presenting with RedPoint Global on Customer Data Platforms. In addition to uncovering the secret relationship between cuneiform and Justin Bieber, you’ll learn about our latest discovery: a new species of Customer Data Platform, bringing the known total to four

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ProProfs

DECEMBER 15, 2013

'After a point in time, learning can become an ordeal and easily transform from fun to feared. In school, when learning is a fun activity where teachers / educators encourage it through interactive and playful mediums such as songs, quizzes, colourful pictures, etc, children begin to look forward to this time. Eventually, however, as subjects begin to grow harder, the sense of fun begins to lose its fizz and this can completely deter a learner from learning.

Education 55

Education Technology Technology 55

1 to 1

DECEMBER 5, 2013

'Navigating the healthcare system can be challenging and intimidating for individuals and changes that are currently taking place can make it even more confounding. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Healthcare 52

Healthcare 52

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

1 to 1

DECEMBER 3, 2013

'From Black Friday to Cyber Monday, the past week has been filled with nothing but advertisements and promotions galore. Fifty percent off this, 25 percent off that--it''s enough to make your head spin! But for Photojojo, the photography fanatic''s online destination, garnering attention was not just a gimmick. It was borderline genius. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 51

Social Media 51

1 to 1

DECEMBER 30, 2013

'The importance of delivering an optimal customer experience cannot be overstated. This year saw some notable blunders. Here are five that I believe stood out the most. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 51

Social Media Customer Experience Customer Loyalty Customer Service 51

1 to 1

DECEMBER 16, 2013

'As 2014 approaches, business leaders everywhere are making their New Year''s resolutions, targeted and prioritizing specific goals to help improve the omnichannel customer experience, increase customer loyalty, and ultimately advance their businesses. For many, two resolutions will appear at the top of their lists: to convert more leads into sales and to better understand and manage Big Data.

Omnichannel 49

Omnichannel Customer Loyalty Sales Customer Service 49

1 to 1

DECEMBER 17, 2013

'While many consumers are scrambling to purchase last-minute gifts, others are plotting and planning their holiday travel itinerary. But travelers aren''t the only ones preparing for the rush at the airport. Many travel businesses are now using Big Data, behavioral trends, and text analytics to adjust their operations accordingly. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Text Analytics 49

Text Analytics 49

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

1 to 1

DECEMBER 26, 2013

'Customer feedback is essential for organizations that can use these insights to determine what''s working and what needs to be changed within their organization. Recognizing this, many companies are making an effort to collect a good amount of customer feedback that will help them make the necessary improvements to their service efforts. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Feedback 49

Customer Feedback 49

1 to 1

DECEMBER 3, 2013

'A major event for my family over the past several months was my mother''s decision to sell her house and move to an independent living facility. There were a lot of moving parts associated with this move, including putting mom''s house on the market, selecting an independent living center that met her needs, deciding which furniture and belongings would be moved to her new residence, packing, scheduling the shut off of her utilities, etc.

Customer Experience 47

Customer Experience 47

1 to 1

DECEMBER 6, 2013

'Last month it was my pleasure to host Forrester''s Customer Experience Forum EMEA in London. The theme for the event was "boost your customer experience to the next level," which we picked because we know that attendees of our events are at widely (sometimes wildly!) different levels of customer experience maturity. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 46

Customer Experience 46

1 to 1

DECEMBER 31, 2013

'When business becomes crazy during the holiday rush, companies are prone to making the occasional mistake. Luckily, in retrospect, these problems often become teaching moments that influence future improvements and programs. For many, social and mobile tactics still lack the strength necessary to garner loyalty and engagement. These tools offer vast opportunities, but while most brand recognize the potential for success, many have yet to integrate these channels into their overall marketing and

Social Media 44

Social Media Sales 44

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VOC

1 to 1

DECEMBER 9, 2013

'It''s that time of year again when goal-setting for the year ahead and reflections on decisions rendered become routine. Business leaders everywhere are no exception, as now is the time to look ahead at ways to stand out from the competition and enhance the customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 43

Customer Loyalty CX Customer Service Customer Experience 43

1 to 1

DECEMBER 11, 2013

'Starbucks has become the unofficial official refueling station of the holiday season. Yes, it''s quite likely that you will spend more time waiting in line for a peppermint mocha whatchamacallit than you will for any of the must-have items on your shopping list. Yet, while standing in line for an overpriced, holiday-themed beverage may be frustrating to many, for those with simple tastes, the experience can be rather comical and mildly entertaining.

Entertainment 43

Entertainment Voice of the Customer Customer Service Customer Experience 43

1 to 1

DECEMBER 31, 2013

'When we look back at 2013, there were a number of key developments which had a profound impact on marketing organizations. Location-based marketing, social media engagement, real-time marketing, just to name a few. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 42

Social Media 42

1 to 1

DECEMBER 2, 2013

'So you''ve survived Black Friday--the long lines, the impassible parking lots, and the in-store brawls over door buster sales. It''s time to settle into a comfy chair, or close your office door, and start shopping online on this Cyber Monday. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Sales 41

Sales Customer Service Customer Experience 41

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

ProProfs

DECEMBER 22, 2013

'Whether you’re a business looking to create a certification course on internal company policies, or an institution that has accreditation requirements, ProProfs Compliance Certificate feature helps you easily create certification courses for meeting your compliance requirements. No organization today can disregard the importance of compliance training.

Compliance 40

Compliance Construction Manufacturing Education 40

1 to 1

DECEMBER 26, 2013

'While most people looked ahead to 2014, I did exactly the opposite. I reflected on some of my more sour moments and realized what I learned from them. Typically I''m the most jovial customer, but in a brazen spree of outrage and deceit I did some things that I can''t take back, so this is my moment of penance: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 39

Customer Loyalty Customer Service Customer Experience 39

1 to 1

DECEMBER 17, 2013

'Old school salespeople like to pride themselves on their ability to close the deal through their interpersonal skills and sales savvy. They''re often the first to admit that they''ve done their homework to gain a deeper understanding of the needs and interests of a particular client or prospect in order to deliver on what the client is looking for.

Sales 39

Sales 39

1 to 1

DECEMBER 10, 2013

'Thanks to behavioral shifts and technological advancements, marketing is undergoing a dramatic evolution. Historically, companies have tried to sell as many products as possible to customers, either through direct mail campaigns and other techniques. Then, as digital channels began to emerge, marketing leaders would attempt similar batch-and-blast campaign approaches through email, mobile, etc., often resulting in disjointed messages that carry little context about the customer and their needs.

Touchpoint 38

Touchpoint Technology Technology 38

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Customer Service