eglobalis
NOVEMBER 5, 2017
In this article, we are going to give a few examples of enterprise technology companies simplifying their products, services, and experiences. The post How do enterprise technology companies simplify their products services and experiences? Part II appeared first on Eglobalis.
Callminer
NOVEMBER 7, 2017
This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.
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Beyond Philosophy
NOVEMBER 8, 2017
We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.
Uniphore
NOVEMBER 10, 2017
Today, companies are increasingly adopting new strategies to improve the customer experience and profitability while lowering operational costs. Desktop automation is one such strategy, as it removes the barrier that the myriad of existing applications can present to a call center agent trying to deliver exceptional customer service, and thus empowers agents to provide faster, more personalized service to every customer, all while increasing operational efficiency.
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
Lumoa
NOVEMBER 8, 2017
In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. When customers are asked not only the score but also why they gave that score, they provide very useful information about the drivers of satisfaction or dissatisfaction.
Myra Golden Media
NOVEMBER 6, 2017
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
NOVEMBER 5, 2017
John Ray was super excited when he got into a renowned US State University to pursue a career in the field of engineering. But after his freshman year, Ray decided not to continue with it further. Reflecting on that decision one year later, Ray says he left because there was “too much focus on text-based teaching.” The high cost of college was also a factor, he said.
Customer Bliss
NOVEMBER 9, 2017
As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.
Totango
NOVEMBER 10, 2017
Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health.
CX Journey
NOVEMBER 8, 2017
Image courtesy of Pixabay Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. That engagement comes from within the employee, and yet the company has a role in it, as well.
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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.
ProProfs
NOVEMBER 7, 2017
An online training system is a facility that offers web-based training courses using platforms such as desktop PCs, laptops and mobile devices like Android, iPhone, iPad etc. It allows the students to receive online training anytime, anywhere and curtails the reliance on traditional classroom-based training and live instructors. . A web-based browser is used for online training.
Fonolo
NOVEMBER 8, 2017
Velocity Credit Union is based in Austin and has served the area since 1947. It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches. Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals.
Totango
NOVEMBER 10, 2017
Customer Health continues to be a hot topic among Customer Success professionals for obvious reasons. Getting your customer health model right is critical to the foundation of a great customer success operation. In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health.
ClearAction
NOVEMBER 5, 2017
Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. If your answer is “kinda”, then you’ll be leaving money on the table. Customers are the source of paychecks, budgets and dividends.
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.
Heart of the Customer
NOVEMBER 9, 2017
At Heart of the Customer, our team is reading Influence, the classic book by Robert Cialdini. While it’s an older book, it has a ton to offer to anybody looking to build action, including in the area of customer experience (CX). This week we’re up to Chapter 3, Commitment. Cialdini uses a ton of examples, […]. The post Use Commitment Science to Drive CX Change appeared first on Heart of the Customer.
Comm100
NOVEMBER 6, 2017
Introduction. Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).
Beyond Philosophy
NOVEMBER 8, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several huge tigers. Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. To Commodus’ dismay, Maximus defeats them, angering the Emperor by sparing the life of the former champion.
DMG Consulting
NOVEMBER 8, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. Chat Is Not Replacing the Voice Channel for Customer Service. 11/3/2017.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Fonolo
NOVEMBER 9, 2017
On any given day, contact centers run the risk of experiencing a surge in call volume. That risk is amplified when unexpected events like poor weather, high agent absenteeism, or technical issues occur. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is i
ClearAction
NOVEMBER 7, 2017
B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it was on-track for renewal, yet one influencer of the buy
Confirmit
NOVEMBER 8, 2017
This past week, we held a Customer Experience (CX) seminar in Dallas that focused on Creating and Maintaining Executive Buy-In for CX. This is a hot topic in our industry, especially as we're hearing more stories about Voice of the Customer (VoC) programs losing funding because early wins never came to fruition, or they weren’t celebrated loudly enough within the organization.
Provide Support
NOVEMBER 7, 2017
Handling Conflicts with Complex Clients. Client disputes are always damaging your reputation as a professional. No matter how you perceive it, when a negative review is attributed to your name will always have a negative impact on your career. However, conflict management is not a simple thing to attain, especially when we’re talking about highly important clients.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Fonolo
NOVEMBER 7, 2017
The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. Although it serves an important purpose, it is universally detested. Many people see chatbots as a natural replacement for the core functions of the IVR. Sorry, but I’m afraid this is going to be one of those “rain on the parade” posts. First, it’s not clear when or to what extent that will happen.
Comm100
NOVEMBER 8, 2017
So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?
Customer Bliss
NOVEMBER 7, 2017
Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.
Customer Bliss
NOVEMBER 7, 2017
Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Comm100
NOVEMBER 8, 2017
When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Consider this bit of wisdom from customer service expert, Micah Solomon, from his book, “High-Tech, High-Touch Customer Service” : “Saying your business is ‘on the internet’ is like saying it’s ‘on the power grid’… doing business in a
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