Sat.Sep 30, 2017 - Fri.Oct 06, 2017

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The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.

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Marketing Data Analysis Tips: 51 Marketing Data Analysis Tips and Tricks, Analysis Techniques, and More

Callminer

Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more.

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Avaya Shakes Off Debt, Heading to Public Market

Fonolo

10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry. Avaya faced a tough challenge to reach a restructuring agreement with their many debt holders, and to have it done quickly in order to minimize the damage to the brand, and the slow bleed of customers to competitors.

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Does Customer Experience fail due to design, culture, strategy, or … the “Q-word?”

eglobalis

Companies are shooting themselves in the foot consistently around their customer experience. Why? And how do we help them to make it better? In the past 18 months, we’ve seen several major customer experience blunders from big brands. There is a pathway to improving customer experience globally, but it’s not necessarily the way we think about it now.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Exposed: The 7 Questions Everyone Should Be Asking

Beyond Philosophy

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.

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Chatbots and RPA: Changing the Future of Customer Service

Uniphore

Today, leading brands and service providers are turning to the amazing cognitive technology offered by “chatbots” to better manage and automate the customer service experience. At the same time, another technology gaining traction in the industry, Robotic Process Automation, is also being referred to as a “bot,” and it has started to create some confusion.

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The 22 Commandments Will Help You Overcome Customer Experience Quality Crises…

eglobalis

In my last article, I talked about quality by looking partially at the Samsung Galaxy S7 product issues. My focus in working with clients is often all the risk aspects that can impact the quality of customer experience, so I want to continue discussing quality. In this article, we’re going to use two personal examples (from different sectors) to illustrate points about trust and customer experience.

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Unbelievable! Reviewers Blamed for Movie Flops!

Beyond Philosophy

It was a slow summer at movie theaters and Hollywood is blaming an unlikely culprit: the online review site Rotten Tomatoes! The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. If you aren’t familiar with Rotten Tomatoes, it assigns movies a percentage score based on the relative number of positive and negative reviews.

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Equifax customer experience: “No law can fix stupid”

Customer Bliss

You have probably heard of the Equifax scandal by now, which has ratcheted up to being called “a tragedy.” 143 million accounts — that would be equivalent to about 40% of the people in the United States — were compromised. Their former CEO, Richard Smith, testified before Congress recently. This is one part of the exchange: “It’s like the guards at Fort Knox forgot to lock the doors and failed to notice the thieves were emptying the vaults,” Greg Walden, the chairman of

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Map Customer Success To Your Global Organization With SuccessTeams

Totango

Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams to give them focus, tailored processes, and specific metrics that make sense for their line of business.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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5 Brands that Are Successfully Using Chatbots

Fonolo

Ok, let’s face it; the age of robots is now. As businesses automate their sales and support teams, chatbots and other AI programs are becoming increasingly popular. So, if you’ve been living under a ROCK and need a refresher, please allow me to explain chatbots in layman’s terms. A chatbot is a computer program that automates certain tasks by chatting with customers through a conversational interface, like Facebook.

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Datafication of Talent Analytics: What it Means to Employee Retention

ProProfs

In the past few months, I have encountered quite a few HR professionals who complained about the rising problem of involuntary attrition. While most of them were worried about the ballooning cost by losing talent, I was keen to find out the reason that makes an employee choose greener pastures. Although it is tough to find out who drives the happiness of employees at work, I have come to the realization that hiring an individual from a top university or even a leading MNC doesn’t guarantee reten

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National Customer Service Week

UJET

As it’s National Customer Service Week, we wanted to take some time to shine a light on how UJET provides a window into customer issues, arming agents with the proper tools to make their jobs – and overall support experiences – easier.

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Breaking the Ice Episode #31: Podcasts & the Future of #Custserv w/ Jim Rembach

Customer Service Life

In episode #31 we break the ice with our friend, Jim Rembach. He’s a podcaster, contact center thought leader, and Director of Sales and Marketing at Rulai, Inc. Be sure to check out The Fast Leader Podcast and connect with Jim on LinkedIn and Twitter. Tune in as we share our favorite podcasts and talk about what it takes to be a contact center leader in 2017.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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Catch Fonolo at the National Credit Union Call Center Conference

Fonolo

Credit unions must be competitive in order to stand out from those big mean banks; they must establish a truly unique offering to attract new membership. One way to successfully accomplish this is through the member experience. Since credit unions tend to serve local communities, it’s important for each member to feel appreciated by their financial institution.

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What is SCORM & Decoding Its Importance For eLearning

ProProfs

Imagine a situation where you are asked to create an elearning program or search for a suitable learning management system (LMS) tool for achieving your training requirements. You encounter the term “SCORM” and start thinking, “What does it mean? Why is it important? What does it have to do with online learning?”. Don’t worry! You are not the only one.

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True Value of CSAT – 3 Categories Impacting Customer Satisfaction

Taylor Reach Group

By: Turaj Seyrafiaan. We all have heard that Customer Satisfaction is important and of high value to the business. But what does that mean? What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013! This shocking, even frightening statistic comes to us from our friends at NewVoiceMedia.

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Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance

Provide Support

Customer Service KPIs for Live Chat Teams. Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts. More than that, they often are the only contact a customer has with a company. If your business is in need of creating or growing a customer service team, there should be a process of evaluating its performance to make the team succ

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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Die Customer Experience Professional Association gibt es jetzt auch in Deutschland, Österreich und der Schweiz – und wir brauchen Ihre Beteiligung.

eglobalis

Die CXPA hilft Customer-Experience (CX)-Spezialisten, das Customer-Experience-Management zu einem festen Bestandteil der Unternehmensausrichtung zu machen und Transformation über die gesamte Unternehmung hinweg einzubetten. Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern.

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The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

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. Comments This field is for validation purposes and should be left unchanged. Close. The 3 Contact Center Applications That Pay for Themselves. 9/29/2017.

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$50 CX Day Discount For Our November Journey Mapping Workshop!

Kerry Bodine

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our next customer journey mapping workshop, November 15 & 16 in Chicago. Combined with our early bird registration, you’ll save $150 in total!

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Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Episode Overview. Multi-time CX leader Enrique and I have a frank conversation about when it’s time to evaluate if the CX role you’re in has the advocacy you need to be successful, and how to get traction when you’re in the right environment for success. . About Enrique. Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain.

NPS 50
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation

eglobalis

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession.

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Complacency or Innovation: You Decide

CX Journey

Image courtesy of Pixabay How can anyone become complacent about running a business? or about winning at business? It happens! It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer ex

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Why Should You Care About Customer Experience?

Kerry Bodine

A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. That study was all about end consumers.

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We Prefer New Customers But Thanks Anyway for Your Loyalty | #custserv

Kate Nasser

Business leaders: Are you unwittingly telling your loyal customers that you prefer new customers? Don't make this mistake. Tips fr Kate Nasser, The People Skills Coach™. The post We Prefer New Customers But Thanks Anyway for Your Loyalty | #custserv appeared first on KateNasser.com.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Recorded Webinar: When to Invest, Specialize, and Scale in Customer Success

ClientSuccess

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. This webinar was held on Tuesday, October 17, 2017 at 12:00 pm Mountain Time on the topic: When to Invest, Specialize, and Scale Customer Success.

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The CX Conundrum for B2B2C Organizations

Confirmit

There’s often a lot of focus on Customer Experience (CX) in industries like retail, banking and hospitality. This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals. However, CX in a business-to-business (B2B) environment often presents greater challenges, despite there being small data sets to deal with.

CX 40
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POLITICO Makes Users a Part of the Team

1 to 1

Catering to about 26 million unique visitors a month on its U.S., political news website POLITICO has become a go-to resource for people looking to keep up with the ins and outs of Washington. In the fast-paced, competitive media industry, the company wanted to better understand why its users visited, and what they wanted from the site. In February 2017, it launched an online community dubbed “POLITICO Insiders,” designed to allow readers to share insight on why and how they use POLITIC.

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Jacada Visual IVR: The Holiday Gift to All Call Centers

Uniphore

It’s no secret that the holiday season is often the busiest time of the year for many businesses. In fact, 20-40% of annual sales for retailers are generated over the last two months of the year, so the pressure on holiday retailers is high. For many customers, the way in which a company delivers its customer service determines whether they choose to give that company their business.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.