Sat.May 06, 2017 - Fri.May 12, 2017

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What is Business Intelligence? How it Works, Best Practices, Tips, and More

Callminer

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

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Proactive Customer Service and Its Importance

Uniphore

Solving the customer’s problem – before they are aware of it. A proactive approach to customer service may be more difficult to pull off, but it offers a wide array of benefits that should excite any enterprise. Read More.

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Who Wins – Brand Or Customer Experience?

Beyond Philosophy

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca

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John Oechsle: How Do You Spell CRM Evolution? With 4 C’s

Bill Quiseng

This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni

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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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Identifying the Top Call Center KPIs & Metrics for Your Business

Callminer

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.

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The Holy Grail of Customer Experience

Uniphore

While focusing on the customer experience today is required, the multitude of touchpoints involved makes it increasingly difficult to keep customers happy all the time, which is necessary if you are to build brand loyalty. Read More.

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How Employee Empowerment Really Works

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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Who Really Leads Customer Experience: What Happens When Confusion Strikes

Customer Bliss

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. But unless the CEO appoints a chief customer officer, a chief customer experience officer, or even a chief marketing officer who is empowered to get things done for the customer, it’s hard to say who will lobby for the customer across the organization.

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Fantastic IVR: Rise of the Silver Surfer

Uniphore

An increasing number of senior citizens are making use of smartphones when communicating with contact centers. Adopting a visual IVR is the ideal way to make their lives easier and reduce your own costs at the same time. Read More.

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5 Steps on Setting Goals for Customer Experience Improvement

PeopleMetrics

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Take, for example, this classic back-and-forth between Alice and the Cheshire Cat: If you're trying to achieve growth for your bank, it should come as no surprise that you need to set clear goals for improving 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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Don’t be a Promiscuous CX Assessment-Taker!

Confirmit

In my 30 years in the broader realm of marketing, 12 of that in customer experience specifically, I’ve seen a lot of self-rated assessments about the maturity of CX programs. Everyone has them—consulting firms in particular, but also software providers, research firms and individual companies. They range from 10-question surveys at an extremely high level, to nearly 300 questions that go to great depth.

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What Motivates Employees?

CX Journey

Image courtesy of Pixabay What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work hard for them every day? What motivates your staff? Do you even know? Have they ever shared with you what their motivators are?

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Choice Availability Responsiveness and Personalization

Uniphore

If you want your contact center to keep pace with increasing customer expectations, you need to focus on the key areas of choice, availability, responsiveness and personalization. Read More.

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Customer experience examples: 8 relevant ones

Customer Bliss

I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them. After 12 episodes (feels long ago), I did a recap post. I’m not going to recap Episodes 13-50 here (would be a lot for you to consume), but my favorite aspect of the podcast is when the guests get into tactics.

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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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DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. 5/10/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. Where: Available at the DMG Consulting online store.

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New Customer Service Trends to Look out for in 2017 and Beyond

Provide Support

New Customer Service Trends. No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority. Customer service trends topic is one of the most discussed today.

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Measuring Customer Loyalty: Is the NPS Still Relevant?

Uniphore

In a world where your competition is only one click away, customer loyalty is crucial for staying relevant in any industry and profitable. Did you know that it costs today about 6 to 7 times more to acquire a new customer than keep an old one, while just a 5% increase in retention increases profits by up to 95%? Read More.

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Patience, Grasshopper!

Confirmit

I’ve just switched energy supplier. I know – brace yourselves. Well, it felt like the right time as this year’s ‘deals’ from our previous supplier did not seem as good as previously. So after the fun of researching options, (I used to have a life!) we picked an alternative. We completed the online form and off we went. A week or so later I was prompted by email for a meter reading from the new supplier, which made sense.

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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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Top 9 Elearning Predictions for 2017

ProProfs

Over the years, elearning as a concept has evolved greatly and 2017 will be no different. This is illustrated by the rising budget allocations for elearning programs, the growing importance of elearning across varied geographies, latest trends in the emerging technologies and tools that lend helping hand to elearning and the prominent role of social learning as a top priority for learning and development (L&D) sector. 2016 had already witnessed massive development in the elearning domain and

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The Customer Success Dictionary of Reference: Part I

ClientSuccess

What are the Definitions of Key Customer Success Words? Customer success, with all of its ups and downs, is a constantly changing and evolving field. There are new, innovative trends popping up all over the place. And, like most industries, every single SaaS company is different. Especially in the days of the ‘unicorn startup,’ many companies are redefining roles and workflows within individual organizations, effectively decreasing uniformity that was so common in the customer success world.

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CXO career trajectory in Tech, With Lexi Reese – CB50

Customer Bliss

General Overview. Lexi Reese currently works at Gusto, which works with businesses of all sizes on process issues like payroll, onboarding, etc. Previously, she was at Google and American Express. She also has a MBA from Harvard Business School. Because she’s worked on both the operations side of a business and the customer experience side — and usually at large companies — I wanted her perspective on career trajectories.

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Say Cheese! Audio and Video in Market Research

Confirmit

Every day, consumers watch and create videos, send WhatsApp audio messages and take selfies. According to the 2016 Ericsson Mobility Report, video content will account for 70% of all mobile traffic by 2021, which represents an increase of 55% over the next 5 years. Meanwhile the Market Research industry has experienced an increase in survey completion on participants’ mobile devices.

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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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Interactive Videos: What Does It Mean for Corporate Training

ProProfs

Achieving continuous progress is very hard for a business of any size. Even though technology is evolving and is making various business processes much more efficient, the costs tend to add up. To ensure that a company is making the right step, it is necessary to evaluate the ROI for every move made. For the majority of companies, eLearning plays an important role, this is why LMS SaaS tools have made their way into different types of businesses.

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Red Shoes Experience and Customer Success – CS100 Summit Session Recap: Lonnie Mayne

ClientSuccess

Lonnie Mayne is the president of InMoment , a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Lonnie kicked off his presentation at the CS100 Summit with sincerity by sharing how InMoment is passionate about a “red shoes” concept, as he calls it.

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