Sat.May 28, 2016 - Fri.Jun 03, 2016

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5 Ways Speech Analytics Helps Improve the Patient Experience

Callminer

If there’s any industry that’s in the midst of a transformation, it’s healthcare. Gone are the days of volume-based care – and what’s arrived is a new mix of value-based care that increasingly focuses on improving patient care, building strong and lasting relationships with consumers and patients, and empowering patients to take a proactive approach […].

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Robotic Process Automation and Evolving the Customer Experience

Uniphore

The Robots are coming for our jobs! There’s been a lot of recent alarmist press about robots and automation that feeds into the dystopian point of view so prevalent in popular culture these days. Rather than zombies and killer viruses we’re looking at the era of smart machines, drones, autonomous cars, and even self-service kiosks at McDonald’s now dispensing all you can eat fries in some markets – now that’s something to worry about!

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5 To-Do’s for any 22 Year Old’s Career

Beyond Philosophy

It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.

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9 Customer Service Training Ideas That Work

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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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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Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.

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Instant Satisfaction: How to Meet Rising Customer Expectations

Return Customer

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar

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4 Ways Improving Customer Relationships Can Help Build Your Brand

Win the Customer

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.

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Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

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Interview with Jim Kalbach

Heart of the Customer

Heart of the Customer: Along with your other diagrams, journey and experience maps are often used to drive culture change. What are your tips for using these to engage leadership and change culture? Jim Kalbach: This first thing to keep in mind is that a diagram won’t provide any answers outright. It doesn’t magically bring change […]. The post Interview with Jim Kalbach appeared first on Heart of the Customer.

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How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

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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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The Value Of Building Bridges For Customer Experience, with Curtis Kopf [CB7]

Customer Bliss

Quick Episode Overview. I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com.

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Results from Building a Relationship Center

The DiJulius Group

I have heard some great feedback since my article titled, “Turning your Call Center into a Relationship Center” was published at the end of March. Many people have shared with me that they have implemented some of the tools discussed and have seen success in a very short time. Others shared that they have identified […].

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How to Prevent Difficult Customers in Retail: Online Stores

Comm100

“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer. This is someone who hasn’t walked away from your company or service, and so their loyalty is still salvageable.

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JOIN #PeopleSkills Chat June 5: Balance in Life Relationships

Kate Nasser

Finding balance in life relationships is our people skills global Twitter chat topic. JOIN The People Skills Coach™ June 5th 10amEDT/2pmGMT to explore and share your experience. Hashtag: #PeopleSkills. The post JOIN #PeopleSkills Chat June 5: Balance in Life Relationships appeared first on KateNasser.com.

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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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Customer Focus Competency Recipe Cards In Action

Customer Bliss

This will be a shorter post as it’s been a crazy week. (Aren’t they all?) First things first: I hope you’ve been checking out my podcast. We’re up through seven episodes with a few others coming the next few Tuesdays. So far, I’ve interviewed CCO leaders at St. Jude (Martin Hand), Liberty Mutual (Margie Dillon), Northern Trust (Scott Dille), the Smithsonian (Samir Bitar), Audi (Mark Ramsay), the Columbus (OH) Metro Library system (Alison Circle), and Premara Blue C

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Are Your Customers Emotionally Unavailable?

CX Journey

Image courtesy of GawdZilla Are you customers emotional about your brand? your products? or are they emotionally unavailable? Emotion is the big buzzword in customer experience right now; it's all the rage. Here's what some customer experience folks are saying about it. Temkin Group proclaimed 2016 The Year of Emotion. They reported that, out of three factors that impact customer loyalty and drive the customer experience, emotion has the most significant impact.

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Digital Is Critical to Omnichannel Success

1 to 1

Omnichannel has become more than a buzzword; it's the customer experience goal of many companies. But organizational silos, lack of technology integration, and falling short in digital engagement often prevent organizations from achieving their well-intentioned plans. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Leadership Integrity: The Small Steps That Win Big | #morale

Kate Nasser

Career & leadership integrity can transform everything in its wake. Small steps of integrity that win big from Kate Nasser, The People Skills Coach™. The post Leadership Integrity: The Small Steps That Win Big | #morale appeared first on KateNasser.com.

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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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4 Ways to Take Control of Your Social Media Campaign Experience

Win the Customer

Social media is such an amazing tool to build your business, establish your brand, and most importantly connect with your customers. Understanding the social media game can truly be an uphill battle for some. Keeping up with the passwords, trends, and algorithms of each network leave many people feeling like they’d rather skip out on working with social media at all.

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Want to Fix Your Touchpoints? Lose NPS.

InteractionMetrics

Last week I spoke at the Society for Service Executives Symposium in Chicago. As always, when the primary topic is customer satisfaction, there was a lot of talk about NPS (Net Promoter Score). As I have often said, it’s a tired customer survey question —and that’s just one of its shortcomings. Another issue, as Lori Bocklund of Strategic Contact recently wrote about, is that it’s a metric based on a single question—and as she summarized the problem, you need “ One Number, NOT One Question.”.

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Spreading the Word on Customer Experience Initiatives

1 to 1

Earlier this month, I had the privilege of moderating an attendee discussion at Walker Information's B-to-B Customer Experience Summit in Denver on best practices and challenges around communicating customer experience initiatives across the enterprise. Constant communication to senior executives and employees is vital for ensuring that customer experience initiatives are visible, that they don't get lost amongst other corporate programs, and to safeguard that customer centricity is ingrained in

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How Consumers Are Changing the Face of Customer Service (Infographic)

Provide Support

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.

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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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Salesforce Eyes E-commerce with $2.8B Demandware Buy

1 to 1

E-commerce continues to be a highly competitive space as tech companies race to help retailers attract shoppers. The latest example is Salesforce's announcement on Wednesday that it has agreed to acquire Demandware, a digital commerce company, for $2.8 billion. The acquisition, which is Salesforce's largest to date, spearheads a new product line for the company called the Commerce Cloud.