Big Picture: What Is Contact Center Analytics?
Callminer
APRIL 12, 2015
Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.
Sat.Apr 11, 2015 - Fri.Apr 17, 2015
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Improving Your CX One Employee at a Time
Beyond Philosophy
APRIL 17, 2015
Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.
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How Voice of the Customer Experience Improves Brand Reputation
Win the Customer
APRIL 13, 2015
'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.
3 Things Digital Marketing Professionals Need to Know about Customer Experience
PeopleMetrics
APRIL 17, 2015
'Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. With 2016 budgets and marketing plan deadlines around the corner, many digital marketing professionals are finding themselves scrambling to understand more about CX and how they can use it to rise a
Reimagine Your Communications With A Unified Platform
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Compliance Analytics: Effectively Gathering and Making Use of Compliance Related Data
Callminer
APRIL 16, 2015
Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines
Could You be Left Behind by The Experience Economy?
Beyond Philosophy
APRIL 15, 2015
'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.
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8 Questions to Ask Voice of the Customer Vendors
PeopleMetrics
APRIL 15, 2015
'Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting for new partners because their current solutions weren''t delivering the value they needed. So, if you need to find a new Voice of the Customer solution, this post is for you. Here are eight questions to help you qualify a partner. 1.
Customers Tell Your Story and Grow Your Business
Customer Bliss
APRIL 16, 2015
'When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog ,” is a reminder that people are bound by emotion to the things they love. They are bound by emotion to behaviors they love. What binds dog lovers to their pets is the constant devotion they receive from them: a warm welcome. caring nature. selfless actions.
8 Ways to Tell Whether Your CEO Supports You
Beyond Philosophy
APRIL 14, 2015
'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.
Measure Twice, Cut Once
CX Journey
APRIL 14, 2015
'Image courtesy of muffet68 I originally wrote today''s post for Intradiem. It was published on their blog on October 22, 2014. How well do you vet any process improvements or other changes within your organization before you make them? I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves.
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.
Developing an Inclusive, Diverse Workforce
1 to 1
APRIL 14, 2015
'Just as the U.S. population grows more diverse, so must the average company''s workforce. To remain on the cusp of innovation, leaders must conduct an internal audit to explore their brand''s current scope and expand future outreach initiatives. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Nine Actions that Help Connect the Silos and Prevent Customer Quicksand
Customer Bliss
APRIL 14, 2015
'Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer. Without collectively managing the impact due to silo dysfunction, companies will continue to deliver random and defaulted experiences. Most companies inflict customer pain. Sometimes the end game for customers becomes merely to pick the company that will inflict the least pain.
Customer experience is more than warm & fuzzy, here is financial proof
The DiJulius Group
APRIL 15, 2015
'This eService is dedicated to those leaders who need to see the financial justification to the company’s bottom line before they will commit to improving their Customer experience. Irrefutable Evidence that Customer Experience pays huge dividends- I recently came across an incredible “hospitality index” report that was featured on Mad Money (Jim Cramer), demonstrating how […].
What Your Customers are Saying (and What They Really Mean)
CX Journey
APRIL 16, 2015
'Image courtesy of highersights Today I''m pleased to share a guest post by James Johnson of Questback. How often do you listen to what your customers have to say? I don’t mean have you heard (or read) what it is that they’ve said. I don’t mean when’s the last time you ran a customer survey. I mean, when do you sit down and listen carefully to what it is that they have to say.
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.
Savvy Marketers Reduce Decisions
1 to 1
APRIL 15, 2015
'Do you find yourself making more impulsive purchase decisions based on convenience and emotion? If so, you''re not alone. Technology advances are making us inclined to make quick, gut-based decisions instead of well-rationalized decisions, according to Forrester Research analyst Shar VanBoskirk.
Bring your course to life with enhanced images
ProProfs
APRIL 13, 2015
'With ProProfs, create visual training courses and increase your learner engagement. Visual courses are known to make the learning experience more enjoyable, help learners understand better, invoke more learner interest and helps in increasing training completion rates by 93%! Here’s how you can create visual courses. Once inside the course creator, click on ‘Create a Page’ button.
Got Something to Prove?
1 to 1
APRIL 13, 2015
'I often hear many marketers and customer service leaders deliberate over a common struggle: proving to executives that investing in customer experience initiatives and technologies is worth it. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Is Your 360-Degree Customer View Fully Connected?
1 to 1
APRIL 14, 2015
'One of the biggest challenges that sales, marketing, and customer care leaders continue to encounter is their inability to gain a truly comprehensive view of their customers. Whether it''s the ability to see the full stream of transactions a customer has made with a company, the most recent channels they used to interact with the organization, or the feedback they''ve shared about their experiences in social media or with the contact center, there''s often one or more pieces that are missing fr
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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