Callminer

JANUARY 31, 2017

Interactive voice response systems dramatically improve call center efficiency by accurately routing calls to the most appropriate departments or staff.

182

182

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.

Net Promoter Score 130

Net Promoter Score Customer Satisfaction Customer-Centric Organization NPS 130

Beyond Philosophy

JANUARY 30, 2017

I have lied about this. I’d wager you have, too. Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience?

Customer Loyalty 144

Customer Loyalty Customer Experience 144

Customers That Stick

FEBRUARY 2, 2017

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.

Customer Experience 117

Customer Experience 117

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Callminer

FEBRUARY 1, 2017

A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department. In response to automated queries, callers enter information using either voice or by making selections from pre-determined options […].

140

140

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.

Net Promoter Score 138

Net Promoter Score Customer Satisfaction Customer-Centric Organization NPS 138

Customers That Stick

JANUARY 30, 2017

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.

Customer Service 98

Customer Service 98

Customer Bliss

JANUARY 31, 2017

A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends. If you boost customer experience, you boost revenue. Yes, yes, and yes. But it’s still a question out there to many people.

CX 85

CX Manufacturing Retail Customer Experience 85

Uniphore

JANUARY 30, 2017

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More.

124

124

Kerry Bodine

FEBRUARY 3, 2017

A while back, someone asked me on Twitter whether or not you could create effective journey maps in PowerPoint. My answer is an emphatic “yes!” Here’s why: PowerPoint is robust: Sure, PowerPoint doesn’t have all the fancy bells and whistles that design programs like Photoshop and Illustrator do—but as you can see in the image above, its drawing capabilities are more than sufficient to depict the ups and downs of customer journey.

Start-ups 63

Start-ups Customer Journey Map 63

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.

Retail

CX Journey

FEBRUARY 2, 2017

Image courtesy of Adobe Stock/Robert Kneschke Today I'm pleased to share a guest post by Elena Lockett with FM Outsource. People are motivated by very different things. Money, personal achievements, or workplace goals – it differs person to person. To ensure your customer service (CS) teams remain motivated, whatever gets thrown at them, you need to make sure you are providing them with the inspiration and tools to do their job well and be happy!

Customer Service 65

Customer Service Retail 65

Confirmit

FEBRUARY 2, 2017

Copart is a global, online vehicle auction company with facilities and physical yard locations across the US, Canada, the UK, the UAE and Brazil. Copart wanted to use customer feedback to promote more personalized experiences. Copart realized it needed a Voice of the Customer (VoC) solution that could narrow down insights from a wide range of data across its entire enterprise.

VOC 40

VOC Voice of the Customer Customer Feedback 40

Uniphore

FEBRUARY 1, 2017

Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More.

113

113

Kerry Bodine

FEBRUARY 2, 2017

Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest. Join me, Vala Afshar, Chief Digital Evangelist at Salesforce, and Peter Gaylord, Senior Director of Salesforce Research, for an interactive presentation as we discuss key findings of this year’s report and what service leaders can do to propel their orga

Age of the Customer 48

Age of the Customer Customer Service 48

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.

Voice of the Customer

CX Journey

JANUARY 31, 2017

How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease? This is the second part of my two-part series on Peter Drucker's five phases of decision-making, which he outlines in his book, The Practice of Management. If you missed the first part , which covers the first three phases, be sure to visit that post to read about them.

Start-ups 49

Start-ups 49

Provide Support

FEBRUARY 1, 2017

Live Chat Etiquette Tips. More and more websites offer live chat support today so that their customers can get immediate and thoughtful service whenever they need. However, sometimes like many other tools live chat is being misused and customers instead of receiving smooth and pleasant customer experience leave the chat room angry or disappointed. Why does this happen?

Social Media 40

Social Media Customer Expectations Customer Service Customer Experience 40

Uniphore

FEBRUARY 1, 2017

Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More.

113

113

The DiJulius Group

FEBRUARY 1, 2017

Make The One Thing The ONE Thing You can say all you want about what your #1 priority is, however, until you create a system that is measurable and accountable, it is just lip service. One of my favorite things to ask the CEO’s of my consulting clients is, “what is the one thing, we […].

40

40

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?

Technology

ProProfs

JANUARY 30, 2017

Training employees can be exhaustive but having a training program in place can make it not only easier and more efficient but more effective in the long run. Training programs give you a framework that you can use to bring new employees into your organization, making the transition process smoother, setting consistent expectations for all your employees across the board and ultimately giving your employees more information and resources to start their careers with momentum.

Hospitality 68

Hospitality Hospitality Technology Technology 68

Customer Bliss

FEBRUARY 2, 2017

I came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” It opens, somewhat ominously, this way: Customer Experience (CX) specialist, and TribeCX CEO David Hicks, recently noted that the statistics in an infographic about survival rates in airplane crashes were almost identical to the rate of job retention for CX practitioners.

CX 64

CX NPS Finance Engineering 64

Uniphore

FEBRUARY 3, 2017

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More.

CX 100

CX Customer Experience 100

Uniphore

FEBRUARY 3, 2017

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More.

CX 100

CX Customer Experience 100

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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

CX

Uniphore

FEBRUARY 2, 2017

Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More.

Technology 100

Technology Technology 100

Uniphore

FEBRUARY 2, 2017

Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More.

Technology 100

Technology Technology 100

Uniphore

FEBRUARY 2, 2017

It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings.

Innovation 100

Innovation 100

Uniphore

FEBRUARY 2, 2017

It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings.

Innovation 100

Innovation 100

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

Retail

Uniphore

JANUARY 30, 2017

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More.

100

100

Customer Bliss

FEBRUARY 2, 2017

I came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” It opens, somewhat ominously, this way: Customer Experience (CX) specialist, and TribeCX CEO David Hicks, recently noted that the statistics in an infographic about survival rates in airplane crashes were almost identical to the rate of job retention for CX practitioners.

CX 44

CX NPS Finance Engineering 44