Callminer

APRIL 5, 2013

Two approaches to speech recognition are commonly used in conversational analytics solutions: phonetics and LVCSR, each with their own pros and cons.

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Customer Experience Matrix

APRIL 3, 2013

B2B marketing data vendor ReachForce today announced its purchase of SetLogik , which provides technology to build cloud-based marketing databases and do predictive modeling against them. (See my post from last October for more on SetLogik.) There’s an obvious peanut butter-meets-jelly type of logic to this match. Reachforce’s core business is assembling data on marketing prospects, which it then sells for as many uses as possible: appending to Web leads, enhancing existing databases, and buying

B2B 101

B2B CRM Sales Technology 101

ProProfs

APRIL 3, 2013

To create an online course that engages and informs, you must remember that there are 3 important parts to a course. First comes the Introduction – where you introduce yourself and set the tone for the course. The second is the Instruction – here you present course overview and lay down detailed objectives and tasks to learners. Last but not the least, is the Conclusion – this is the time when you provide performance analysis and ask for learner feedback.

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1 to 1

APRIL 16, 2013

'Ultimately, any employee that has an interaction with a customer is responsible for some aspect of that customer''s experience. In great companies, a focus on the customer is something that everyone takes to heart, whether it''s a janitor, a receptionist, a contact center agent, or the CEO. Yesterday I was reminded of a heartwarming example of this from someone who strives to do right by the customer not because they''re told to or that it''s part of some corporate doctrine but because he simpl

Customer Experience 55

Customer Experience Contact Center 55

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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.

Contact Center

Customer Service Training

APRIL 28, 2013

I was in an outlet store in the USA, Banana Republic. I tried on what was the only shirt in the shop in a particular shade of blue.

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Customer Experience Matrix

APRIL 25, 2013

'It has taken me a while to connect the dots, but I’m now pretty sure I see a new type of software emerging. These systems that gather customer data from multiple sources, combine information related to the same individuals, perform predictive analytics on the resulting database, and use the results to guide marketing treatments across multiple channels.

Engineering 92

Engineering Predictive Analytics Machine Learning Touchpoint 92

Customer Experience Matrix

APRIL 11, 2013

'So…my last two posts on attribution systems ( MMA and VisualIQ ) were among the least popular ever, right down there with Marketing Lessons from Chernobyl (which, let’s face it, was in pretty poor taste). But vox populi isn’t always vox Dei , eh? I think it’s an important topic, so here we go again. The lucky recipient of that less-than-stirring introduction is Adometry , which in no way deserves any disrespect.

Start-ups 85

Start-ups Sales 85

Customer Experience Matrix

APRIL 17, 2013

'There’s nothing new about using public information to identify business opportunities: it’s why lawyers chase ambulances and bankers phone lottery winners. But the Internet has exponentially grown the amount of data available and made it easily accessible. What’s needed to fully exploit this resource is technology that automates the end-to-end process of assembling the information, identifying opportunities, and delivering the results to sales and marketing systems.

Engineering 81

Engineering Social Media CRM Sales 81

Customer Experience Matrix

APRIL 1, 2013

I spent part of last week at Infusionsoft ’s annual conference, InfusionCon, drinking the Kool-Aid and soaking up the Arizona sun. Pleasant as the 80 degree temperatures were to a refugee from the still-wintry Northeast, the real warmth at the conference came from 2,300 attendees bubbling with enthusiasm for their entrepreneurial adventures and how Infusionsoft supports them.

Engineering 75

Engineering Sales 75

ProProfs

APRIL 30, 2013

'ProProfs Polls is an easy-to-use, effective poll software, which can be accessed from anywhere at anytime; and supports powerfully simple features for creating online polls and gathering instant feedback. Educators, online marketers and HR managers can easily set up engaging and interactive online polls for gathering feedback from their learners, customers or employees using ProProfs Poll software.

Education 58

Education 58

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

1 to 1

APRIL 9, 2013

'Last week while attending the Inbound Marketing Summit in New York, I had the good fortune to sit in on some terrific presentations from a variety of industry thought leaders. One of them, Rick Bakas, the founder of Bakas Media, gave a great presentation on best practices for building a mobile-focused inbound marketing strategy. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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1 to 1

APRIL 10, 2013

'While social networks have been around since the now forgotten days of MySpace and Friendster, today''s most popular sites continue to gain momentum as social media evolves. Facebook, Twitter, LinkedIn, and Pinterest have grown into engagement platforms that allow consumers to interact with their friends, family, and favorite brands regularly. But, as these social interactions begin to blossom, companies have begun to value and utilize social tools as part of their customer care efforts.

Social Media 53

Social Media Customer Service Customer Experience 53

1 to 1

APRIL 4, 2013

'Customer loyalty is precious and highly sought by organizations. Business leaders know that loyal customers are not only going to come back to do business with that brand, but will also likely recommend that firm to their friends, family, and social media connections. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 50

Customer Loyalty Social Media 50

ProProfs

APRIL 26, 2013

'The Next Web reported today that there are more than a million users building and sharing knowledge through ProProfs. We are amazed and humbled to share this special news with you and we thank all our users who have made this possible. We at ProProfs take great pride in being able to help our large user base teach and learn better. We’re looking ahead to working hard each day to bring our tools and online education platform to more across the world.

Education 49

Education 49

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

APRIL 8, 2013

'The success of marketers everywhere is increasingly tied to the use of analytics and Big Data, with the goal of correlating campaign success to real business results. No longer are marketing departments simply thought of as creative machines, as their responsibilities now reach a broadening scope of channels and tasks that range from tying social media success to business ROI and delivering mobile messaging where it matters most in the customer''s buying journey.

Social Media 48

Social Media Customer Experience 48

1 to 1

APRIL 25, 2013

'As an avid personal investor I''m often appalled by cable shows that report on the markets as if they were non-stop sporting events. Seriously, how many people care how the NASDAQ or the Dow are doing on any given minute of any given day? But apparently there are enough day traders out there that noon reports from the floor of the New York Stock Exchange are as compelling as half-time reports during the NFL playoffs.

Sports 46

Sports Customer Experience Customer Service 46

ProProfs

APRIL 24, 2013

'We are conducting scheduled maintenance on April 26, 2013 from 9pm to 10pm EST – for 1 hour. ( Convert to your local time ) . The maintenance session is being undertaken to upgrade our internal servers and improve the grading of essay type questions. This will result in a quicker response and load time for your quizzes and courses. It will also offer you more options around open response questions such as feedback, grading etc.

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1 to 1

APRIL 25, 2013

'The best brands represent more than just a purchase to their customers. Instead, the most successful organizations are able to really connect with customers who understand what the brand really stands for. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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

APRIL 11, 2013

'With different devices available, today''s customers are interacting with the brands they do business with in a multitude of ways. Further, devices are no longer used solely for a single purpose, but are many times having multiple uses. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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1 to 1

APRIL 22, 2013

'As consumer mobile adoption continues to increase, people''s expectations of how companies should connect and engage with them have also changed. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 40

Customer Experience 40

ProProfs

APRIL 24, 2013

'We are conducting scheduled maintenance on May 3rd, 2013 from 9pm to 10pm EST – for 1 hour. ( Convert to your local time ) . The maintenance session is being undertaken to upgrade our internal servers and improve the grading of essay type questions. This will result in a quicker response and load time for your quizzes and courses. It will also offer you more options around open response questions such as feedback, grading etc.

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1 to 1

APRIL 29, 2013

'Each year, the Gartner & 1to1 Media CRM Excellence Awards are given to end-user organizations that have implemented successful customer strategy and CRM initiatives. These awards spotlight excellence among organizations that take a customer-centric approach to improving their business performance and have proven results from doing so. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

CRM 39

CRM Customer Loyalty Sales Customer Service 39

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

1 to 1

APRIL 1, 2013

More and more marketers today are incorporating their loyalty programs and campaigns as part of the overall customer experience. They're replacing "channel" with "customer," analyzing Big Data to drive individual loyalty programs that stick, and leveraging gaming mechanics to engage customers in new and innovative ways to drive loyalty. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Gaming 39

Gaming Innovation Customer Experience Customer Loyalty 39

1 to 1

APRIL 12, 2013

'Voice of the customer data is alluring. Once you start to collect customer feedback, there''s always something more you could be gathering. You think: What else can I learn? What else are customers saying and thinking? Where else are they saying it? You want to know more. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

VOC 37

VOC Voice of the Customer Customer Loyalty Customer Feedback 37

1 to 1

APRIL 17, 2013

'Of the six disciplines in Forrester''s customer experience maturity model, design is probably the least understood. It''s is not taught in most business schools (although this is starting to change at institutions like Stanford and the University of Toronto). It''s also not widely practiced in most companies outside of specialized groups that focus on digital touchpoints.

Customer Experience Maturity Model 37

Customer Experience Maturity Model Customer Experience Touchpoint Customer Service 37

1 to 1

APRIL 2, 2013

Walmart is considering a relatively new approach to same-day package delivery for online customers to help it gain an edge on pure online retailers such as Amazon where store customers would serve as couriers to deliver items to the homes of online customers in return for store credits. Although the concept raises a host of legal, regulatory, and privacy issues, it wouldn't be the first time that a company used a crowdsourced delivery network.

Legal 37

Legal Retail 37

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

1 to 1

APRIL 15, 2013

'You know the importance of aggregating, analyzing, and acting on your voice of the customer data, but with continually emerging channels, VOC practices become increasingly challenging to carry out. An organization with cross-departmental ownership of VOC, sophisticated data collection and analytical methods in place, and the commitment from the C-suite to communicate the importance of acting on VOC must be in place for real results to occur.

VOC 37

VOC Voice of the Customer Customer Experience 37

1 to 1

APRIL 2, 2013

Though showrooming continues to draw much discontent from brick-and-mortar retailers across the board, many have conjured up their own ways to fight back. Just last week, one Reddit user posted an image (also below) from the window of an unnamed store. The sign warns customers that the store will begin charging anyone who enters the establishment a $5 fee.

Retail 36

Retail Sales Customer Experience 36

1 to 1

APRIL 30, 2013

'Today we announce the winners of the 2013 Gartner & 1to1 Media CRM Excellence Awards. I''ve been with 1to1 Media since the inception of the awards and have seen it evolve into what it has become today: An international program that recognizes customer experience leaders--companies that have taken chances and have overcome adversity to advance their customer-centric practices forward.

CRM 36

CRM Customer Service Customer Experience 36

1 to 1

APRIL 18, 2013

'Nobody likes writing that check to Uncle Sam, making April 15 an unpopular day with workers across America. Last Monday several organizations tried to bring some cheer into taxpayers'' day with a number of offers. Across the nation, Arby''s was giving away curly fries, while Cinnabon was offering two free bites. A list of offers featured on Forbes includes special tax day-themed cocktails, a New York restaurant that''s picking the tax on diners'' bills, and even special holiday packages.

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Customer Service