Callminer

JUNE 22, 2014

Think you know a lot about speech analytics?

182

182

Win the Customer

JUNE 16, 2014

'Value is hard to come by these days. If you can crack customer experience code and get service right, you’re “in” with your customers - loyalty for life.

Customer Loyalty 140

Customer Loyalty Customer Service Customer Experience 140

PeopleMetrics

JUNE 30, 2014

'You know the familiar saying: “ Culture eats strategy for lunch ”? Well, I would wager that there is just one word in those five that would be commonly defined by all of us. Yup, you guessed it. Lunch. That’s because culture, like strategy, is intangible, soft and elusive. About as concrete as steam. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired

CX 111

CX Customer Retention Sales Customer Experience 111

Customer Experience Matrix

JUNE 4, 2014

'The marketing automation user survey I mentioned last March has finally been published on the VentureBeat site (you can order it here ). At more than 50 pages and with dozens of graphs and charts, it’s not light reading. But it’s still fascinating because the findings challenge much of the industry’s conventional wisdom. For example, industry deep thinkers often say that deployment failure has more to do with bad users than bad software.

Start-ups 105

Start-ups Technology Technology 105

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Contact Center

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.

Net Promoter Score 96

Net Promoter Score Contact Center Customer Satisfaction Start-ups 96

ProProfs

JUNE 24, 2014

'With ProProfs, you can manage the registration of learners in a number of ways. One of the most effective ways to register learners to your classroom is by auto enrolling them via API. This is suitable for large enterprises such as manufacturing companies, where the employee churn is high, and large number of employees are taking the training at a time.

Manufacturing 79

Manufacturing Sales 79

Win the Customer

JUNE 30, 2014

'Lead magnets create the ultimate positive customer experience as it delivers customers the right information at the right time your customers need it.

Customer Experience 130

Customer Experience 130

Customer Experience Matrix

JUNE 12, 2014

'I recently did a study of the strategies of B2B marketing automation vendors. Of the two dozen or so companies in the sample, six were clearly successful (defined as achieving major share within their segment), seven had failed to survive as independent companies and sold for a low price, and the rest fell somewhere in between. The research identified 28 different strategies which fell into six major groups.

B2B 81

B2B Finance Education Sales 81

Customer Experience Matrix

JUNE 27, 2014

'It’s been a while since I wrote about Customer Data Platforms , but only because I’ve been distracted by other topics. The CDP industry has been moving along nicely without my attention: new CDPs keep emerging and the existing vendors are growing. Fliptop wasn’t on my original list of CDPs, having launched its relevant product just after the initial CDP report was published.

Engineering 73

Engineering CRM B2B Sales 73

Customer Experience Matrix

JUNE 22, 2014

'Social marketing is growing up. We’re seen this movie before, folks. It starts when a new medium is created – email, Web, now social. Pioneering marketers create custom tools to exploit it. These are commercialized into “point solutions” are perform a single task such as social listening, posting, and measurement. Point solutions are later combined into integrated products that manage all tasks associated with the medium.

Social Listening 72

Social Listening Social Media Sentiment Analysis CRM 72

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

ProProfs

JUNE 12, 2014

'With ProProfs, you can make your course chapters available to learners on a predefined schedule. This helps you to offer your course to learners in bite-size pieces making it easier for them to understand the course content as well as increasing the overall engagement during the learning process. You can create the whole course at a go but grant learners access to only a particular chapter or chapters of the course on specified dates.

67

67

ProProfs

JUNE 3, 2014

'It’s raining awards on us! After getting ranked as the top learning tool on the planet by Listly and named as finalists for our Training Maker product in 2014 American Business Awards , we have yet another award in our kitty. Yes, we’re elated to announce that we’re winners again! And this time it’s our Quiz Maker that has earned us the Spring 2014 Academics’ Choice Smart Media Award.

Manufacturing 67

Manufacturing Education Innovation 67

ProProfs

JUNE 12, 2014

'We’ve listened to your feedback and have heard them all loud and clear! Ever since we launched our online store to help you sell your quizzes and courses, we’ve seen a lot of customers creating training on the go – and selling them like hot cakes too! You told us that it’d be awesome to have the ability to offer multiple-currencies to a large audience interested in buying your quizzes or courses.

65

65

ProProfs

JUNE 5, 2014

'Tired of manually feeding a long list of participant email ids before shooting your surveys out to them? We understand how painfully unending and tedious this process can be for our users and came up with a solution that can shoo away the pain in minutes! We’ve now launched the new Email List feature that easily allows survey makers to invite multiple participants at the single click of a button.

56

56

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

JUNE 26, 2014

'Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. But transforming a culture can be a challenge: It requires all employees to understand who their customers are, how customers perceive their interactions with the company, and what roles employees need to play in delivering the overall experience.

Innovation 49

Innovation Customer Experience Age of the Customer Customer Loyalty 49

1 to 1

JUNE 6, 2014

'Okay, maybe "demi-god" is a little over the top. But maybe not. John Maeda is both Design Partner at Kleiner Perkins Caufield & Byers, and chair of the eBay Design Advisory Board, where he collaborates with design leaders across eBay to disseminate design thinking. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 45

Customer Experience 45

1 to 1

JUNE 3, 2014

'Delivering relevant content at the specific moment when consumers are looking to make decisions remains very powerful, boosting retention and strengthening relationships. However, as email open rates decline due to the overall swell in email volume, marketers are finding it increasingly difficult to reach consumers'' inboxes, leading many to believe responsive design holds the secret to future success.

45

45

1 to 1

JUNE 24, 2014

'Every day, marketers and analysts fight the unyielding battle between Big Data and relevancy. With an abundance of customer information constantly flowing into any given organization, it''s increasingly difficult to parse the important from the unnecessary. Yet, despite this struggle, companies continue to disseminate their own messages into the void, often spamming the consumer with information that annoys more than it educates.

Education 43

Education 43

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

JUNE 16, 2014

'Whether they''re raising awareness, engaging with new audiences, or growing sales, marketers will flock to social media during the 2014 FIFA World Cup. Social media traffic for the month-long global soccer tournament is already outpacing the Sochi Olympics, with Facebook, YouTube, and Twitter at the center of the boom. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 43

Social Media Customer Loyalty Sales Customer Service 43

1 to 1

JUNE 24, 2014

'Omnichannel might be hot, but that doesn''t mean that everyone is jumping on the bandwagon. Based on anecdotal feedback I gathered from user companies and vendors while attending Call Center Week earlier this month, not to mention market research on the topic, it''s fairly clear that many enterprise companies are investing to expand their omnichannel customer support capabilities.

Omnichannel 43

Omnichannel Contact Center Customer Experience 43

1 to 1

JUNE 23, 2014

'When I started out at my first job as a journalist at a local daily newspaper in Pittsburgh nearly 20 years ago, we wrote our articles on a PC with a green screen using a DOS prompt. The Internet was only in its infancy so we relied on a combination of microfiche, the Yellow Pages, and knocking on doors to conduct our research and to track down sources.

Customer Loyalty 42

Customer Loyalty Customer Service Customer Experience 42

1 to 1

JUNE 10, 2014

'As the contact center industry gears up for the annual IQPC Call Center Week event in Las Vegas this week, two areas of focus I''m hearing an awful lot about lately are continued developments and market interest in workforce optimization (WFO) and analytics technologies. Several factors are playing into these trends. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Contact Center 42

Contact Center Technology Technology 42

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VOC

1 to 1

JUNE 3, 2014

'Gamification has been a great way for companies to drive both customer and employee engagement. By the end of this year, more than 70 percent of Global 2000 organizations will have at least one gamified application, according to Gartner. But while providing customers with chances to earn points and unlock new opportunities has proven to be an effective approach to strengthening relationships with them, it''s also important for decision makers to keep their fingers on the pulse of the customer j

Customer Experience 41

Customer Experience 41

1 to 1

JUNE 18, 2014

'Yesterday, Blackberry unveiled a deal with Amazon to include the online giant''s app store on its phones. In addition, Google Play and Apple''s App Store both offer a million apps in their respective stores. As more apps flood the market, driving engagement rates among users has become a crucial component of an app developer''s monetization strategy.

Gaming 41

Gaming Customer Loyalty Customer Experience 41

1 to 1

JUNE 25, 2014

'Consumers don''t think of themselves as big game to be targeted and captured by marketers, but The Onion knows better. The parody publication published an image two weeks ago of a man lying face down in a parking lot with the caption, "A Procter & Gamble marketing team attaches a tracking collar to an incapacitated head-of-household specimen.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Gambling 40

Gambling Customer Loyalty Gaming Customer Experience 40

1 to 1

JUNE 13, 2014

'In the age of the customer, companies must transform their cultures from product-centric to customer-centric. But that is easier said than done. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience.

Customer Experience 40

Customer Experience Age of the Customer Customer Loyalty CX 40

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

JUNE 11, 2014

'Big Data may present dilemma after dilemma, but collecting too much information may be the greatest faux pas of all. Businesses across industries constantly struggle to develop an effective Big Data strategy, yet many fail to recognize that gathering every possible morsel of customer information will only leave them bogged down, drowning in an unyielding data deluge with no way to bring this insight to action.

Customer Experience 39

Customer Experience 39

1 to 1

JUNE 11, 2014

'Devices are beginning to learn more about us by passively "listening" to our activities to offer personalized, automatic services. But as privacy advocates voice concerns about these new capabilities, the ability to opt in becomes even more crucial as a product feature. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 38

Customer Experience 38

1 to 1

JUNE 30, 2014

'A couple years ago brands started recognizing social media as a viable channel in which to engage customers, respond to their service inquiries, and foster relationships. Despite their initial and continued investments in technologies and strategies to incorporate service into these emerging channels, the majority of companies today still lack ownership and understanding of social media.

Social Media 36

Social Media Customer Loyalty Technology Technology 36

1 to 1

JUNE 17, 2014

'Many of the conversations that took place at Call Center Week in Las Vegas last week focused on some of the dominant trends in the contact center, including omnichannel support and opportunities for using speech, text, and other types of analytics. One of the topic areas that also generated a lot of buzz at the event is the use -- as well as the lack of understanding -- of chat for customer service.

Contact Center 36

Contact Center Omnichannel Customer Service 36

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Customer Service