What is Omnichannel Customer Engagement?
Callminer
AUGUST 28, 2017
Omnichannel customer engagement best practices and solutions empower companies to deliver consistent, personalized customer experiences.
Sat.Aug 26, 2017 - Fri.Sep 01, 2017
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The Customer Experience Manager
Uniphore
AUGUST 29, 2017
Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More.
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Remarkable! What Invisible Influence Controls Your Behavior?
Beyond Philosophy
AUGUST 30, 2017
Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you go with the financial advisor you did? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. It isn’t your fault you got it wrong, however.
Southwest Airlines gets a CX kudos during Hurricane Harvey
Customer Bliss
AUGUST 31, 2017
About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective. Step 1: They got permission from the FAA to find a way to fly out the 500 or so passengers and work with the FAA on the security and legal nature of it.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
How Your Mobile App Can Eliminate Customer Service Disasters
Fonolo
AUGUST 29, 2017
In case you’ve been living on an island in Tahiti, with no communication to the outside world, you may not know how important mobile apps have become. In that case, let’s recap. Mobile apps are software applications designed to run on smartphones , tablets and other mobile devices. They dominate the time spent on mobile devices by 74% compared to mobile time spent on the web.
The Do’s and Don’ts of Customer Experience Management
Uniphore
AUGUST 30, 2017
The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More.
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How Hallmark Business Connections “does” Customer Experience, With Rhonda Basler – CB66
Customer Bliss
AUGUST 29, 2017
Episode Overview. Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. A very intriguing dimension of a company we all know so well, and you’ll be intrigued to hear how customer experience is a key part of how they help companies grow.
5 Things Only Your Customers Can Teach You
Fonolo
AUGUST 31, 2017
There are many different ways of learning how to grow your business or providing better service to your customers. Some companies use industry reports and trends, others bring in an expert to help, and some rely on mimicking competitors as a way to succeed. What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful.
The Evolving Chat Bot
Uniphore
SEPTEMBER 1, 2017
Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation.
Why In-App Support Matters
UJET
SEPTEMBER 1, 2017
It comes as no surprise that everyone uses a smartphone these days and that our lives revolve around apps. What does come as a surprise, however, is the fact that not all apps have in-app customer support.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Where Do Your Employees Fall in Order of Importance?
CX Journey
AUGUST 29, 2017
Image courtesy of Pixabay Does your company put employees first? or customer first? I suppose that there's one more possibility - neither. Sadly, that's the case for a lot of companies. But that's not the topic of this post. This post is all about where employees fall in order of importance in your company. Recently, I was reading an article in Industry Week and came across this paragraph.
Contact Center, Call Center and Customer Experience Events – September 2017
Taylor Reach Group
AUGUST 29, 2017
By: Sarah Hill – Stapley. At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.
RPA vs BPM what is the difference
Uniphore
AUGUST 31, 2017
Keeping it in the family. RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins. Read More.
How to Get the Most out of Google Analytics and Live Chat Integration
Provide Support
AUGUST 29, 2017
Google Analytics and Live Chat Integration – Plan, Measure, Evaluate, Improve. Success of business promotion is based on planning, measurement, evaluation and improvement. To be effective on every of these stages a marketing department should know the objectives of the business and how to apply them into analytical tools. Live chat software often plays a key role in converting a visitor to a consumer.
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.
How to Improve Productivity and Scalability in Research
Confirmit
AUGUST 30, 2017
Spare a thought for research buyers. They’re having a tough time these days. As technology evolves and demands change, they are now facing: Cheaper global competition. Innovative new offerings. Nontraditional/indirect competitors taking market share. Demanding consumers. These business challenges mean that there is increasing pressure on researchers and your projects are becoming increasingly complex.
CX and CS: Both are Required to Drive B2B Retention and Expansion
Waypoint Group
AUGUST 30, 2017
I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ and critical complements to one another (i.e: B2B roles/persona for “users” vs. “buying committee”) Why voice-of-customer (VoC / customer feedback) must be a critical component for any B2B company pursuing […].
Voice to Digital Transition
Uniphore
SEPTEMBER 1, 2017
How digital can enhance traditional voice communication. While an increasing number of customers are moving to digital channels, voice remains extremely popular. Combining digital with voice could thus give your center a competitive advantage. Read More.
5 Ways to Engage Your Front-Line Staff
Taylor Reach Group
AUGUST 29, 2017
By: Peg Ayers, MBA, CCXP. The Front Line. Customer Experience. Employee Engagement. Profitability. What’s the largest single influence on all of these things in your business? Chances are, it’s your frontline associates. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they do and don’t do for your customers, how much they help each other, what processes they follow and which ones they don’t.
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?
Driving Change Through Journey Mapping
Heart of the Customer
AUGUST 30, 2017
Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. You can see a summary in the attached infographic. Look for this year’s journey […]. The post Driving Change Through Journey Mapping appeared first on Heart of the Customer.
Positive Effects of Digital Disruption
Uniphore
AUGUST 28, 2017
Turning disruption into opportunity. One of today’s major buzzwords is ‘digital disruption’, which sounds scary, but in fact offers many opportunities for contact centers to improve their service levels. Read More.
How is Your Knowledge Centered? 8 Tips for Effective Knowledge Management
Taylor Reach Group
AUGUST 28, 2017
By: Peter Elliot. Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it? Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible in a knowledge-base (KB).
Customer Reach – September Newsletter
Taylor Reach Group
AUGUST 30, 2017
Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Top 50 Customer Service Blogs & Websites for Business . How the Pros Turn Loyal Customers into Brand Advocates - 30 Experts. How the Pros Turn Loyal Customers into Bran Advocates - Colin Taylor . Avoiding Bot Biases in Customer Experience .
How Retailers Are Transforming Customer Experiences with Data & 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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