Uniphore
APRIL 10, 2017
5 Proof Points. Today, artificial intelligence is one of the fastest growing technologies within IT operations. Already in 2014, the global artificial intelligence market was valued at about $126 Billion, and that number is expected to reach around $3 Trillion by 2024, which means it is growing at a rate of about 36% a year, according to a report from Transparency Market Research.
Customers That Stick
APRIL 10, 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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
APRIL 12, 2017
There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents. Technology has created a new age. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback.
ProProfs
APRIL 10, 2017
When it comes to learning in general, maintaining social learning has always been an important part of adopting new information and transforming it into long-term knowledge. In simple words, social presence refers to all the knowledge a person accumulates by watching other people’s behavior. That’s exactly where its importance lies: If someone realizes the benefits or the consequences of some actions based on other people’s examples, we can say that he/she learnt something new through social pre
Advertisement
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.
Heart of the Customer
APRIL 11, 2017
I love the book Nudge. It’s a great reference on how to use small actions to make big changes, discussing such domains as 401(k)s, the environment, and health care. It’s a great read that has tons of applications to any change agent. Unfortunately, one of their principles of choice architecture is frequently misapplied – using […]. The post Fees are rational.
Customers That Stick
APRIL 13, 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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
APRIL 14, 2017
Question: We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start? Answer: Gamification enables administrators to incorporate gaming methods and techniques systemically in business applications and processes to enhance or improve agent performance, motivate and drive the behaviors to sustain performance, and provide recognition and/or awards for goal achievement.
The DiJulius Group
APRIL 12, 2017
What would it mean for your bottom line if you were able to build a team of 10, 50, 100, 1000 sales reps, for free? Imagine if each of those sales reps had a strong influence on the opinions and purchase behaviors of your ideal customer. Sounds too good to be true – passive traffic, […].
Customers That Stick
APRIL 8, 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 Bliss
APRIL 13, 2017
Just a quick one today, but wanted to note this. Saw recently on TechCrunch that Sprinklr, an eight-year old unicorn company with a valuation of around $1.8 billion, is moving from a pure social signals platform to a customer experience platform. They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product.
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.
DMG Consulting
APRIL 10, 2017
FCR in an Omni-Channel World (whitepaper). 3/15/2017. By Donna Fluss. Introduction. First contact resolution (FCR) is an essential key performance indicator (KPI) for contact centers because it measures the department’s effectiveness by determining if the agent fully resolved or addressed the customer’s issue during the first contact. Since customers typically want a resolution as quickly as possible and enterprises want to reduce the number of contacts, FCR is also a great indicator of customer
ClientSuccess
APRIL 13, 2017
Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year. Important Brand Touchpoints. With the exception of new business sales, customer success and customer support are the two teams that work most closely with customers and play a big part in how a
Provide Support
APRIL 13, 2017
Why Is It Important to Have Customer Service Knowledge Base Software? Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition. Today, people can acquire services and products online, and the market in general is more competitive, hence customer service started to play a more important role.
Waypoint Group
APRIL 14, 2017
Is your Net Promoter survey looking for truth so your company can improve? Or are you merely fishing for compliments? Your customers know the difference. Do you? The literature is filled with explanations of the importance of response rates, and most focus on the notion that with more data come the ability to conduct more sophisticated and more accurate analytical capabilities (i.e. […].
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.
Confirmit
APRIL 10, 2017
Is your Voice of the Customer program delivering great response rates? Is your executive team using your data on a daily basis? No? Don’t worry, you’re not alone. Building a customer experience program that drives transformational change means you need to maximize your feedback, produce valuable and usable data, and engage the wider business.
CX Journey
APRIL 12, 2017
Image courtesy of prairiemomof2 Have you heard the saying, "Ready. Fire. Aim?" What does it mean? Shoot before you aim. Shoot (or do anything) before you think or before you think it through. Shoot before you know what you're shooting at. Shoot before you know why you're shooting. Take your pick. The saying has a few different definitions, but I believe it refers to taking immediate action, or just reacting to something, without even thinking through the options or the implications.
DMG Consulting
APRIL 10, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Close. Reality Check: Will Customer Journey Analytics Be the Next CRM?
PeopleMetrics
APRIL 10, 2017
Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business. Promoters are more likely to share their positive opinions about your business, either by writing reviews or defending your company against criticism.
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?
ClientSuccess
APRIL 12, 2017
As Customer Success Managers (CSMs) can attest to, the customer lifecycle can sometimes be a game of guesswork. Many of the metrics and indicators of customer satisfaction rely heavily on consumer sentiment and personal attribution. Common CSM practices such as “ pulse checks ” or questions such as “Are you happy with results of our product/service at this time?
DMG Consulting
APRIL 14, 2017
What Channels Do Your Customers Prefer? . Marketers have been striving to figure out customers’ channel preferences for years, as they try to find the most effective and impactful way to reach prospects. Service departments are starting to ask a similar question now that executives realize the critical role customer service plays in building their brand.
Expert insights. Personalized for you.
124 
Let's personalize your content