Callminer
MARCH 27, 2017
American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide.
Uniphore
MARCH 30, 2017
For over a century we have been using machines, and as technology has advanced, they have taken on an increasing role in our lives, carrying out a variety of daily tasks. Today, it is safe to say we are even dependent for many things on machines designed to act intelligently. Nevertheless, when people hear the term “artificial intelligence,” the instinctual reaction is still one of confusion, concern, and even fear.
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Customers That Stick
MARCH 27, 2017
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Beyond Philosophy
MARCH 27, 2017
Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Callminer
MARCH 26, 2017
The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems
Uniphore
MARCH 28, 2017
Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 29, 2017
Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description.
ProProfs
MARCH 29, 2017
Hear this, businesspeople: Odds are you aren’t so good at listening. This isn’t just conjecture by disgruntled employees. It’s a statement backed by research. One study including hundreds of businesspeople found most of the participants only remembered half of what they heard immediately after a conversation. Many participants were fidgeting or not even paying attention.
Uniphore
MARCH 29, 2017
Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified. Read More.
PeopleMetrics
MARCH 28, 2017
Today, content marketing is critical to your company’s success, and. utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customers That Stick
MARCH 30, 2017
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Customer Bliss
MARCH 29, 2017
Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. When I was young, I never really thought in terms of honor codes or values. I just knew there were certain things I needed to focus on; to do and to achieve.
Uniphore
MARCH 27, 2017
Partnering with an external provider is a no-brainer. The rapid implementation of new technologies is crucial to the success of the modern contact center. Read More.
ProProfs
MARCH 29, 2017
Are you using channel partners as a source to generate revenue for your business? It is true that using a large sales channel network for the distribution of a product can be excellent for sales. But with so many people representing your business, it isn’t an easy task to maintain your brand image. Moreover, equipping the channel partners with the right information, especially when you are handling an ever-growing network, is definitely tough and cumbersome.
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Heart of the Customer
MARCH 29, 2017
I recently interviewed a specialty health care practitioner on behalf of a health device manufacturer. My client identified him as being less successful in equipping his patients with their device. We walked through the patient experience, from scheduling to the welcome and the examination. He shared his passion for his work, and how great it […].
Customer Bliss
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. A customer room is a way for leaders (and other members of the organization) to really understand the customer experience.
DMG Consulting
MARCH 31, 2017
DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017. 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 Workforce Management Product and Market Report. When: Today, 21 March 2017.
Confirmit
MARCH 29, 2017
There’s lots of talk these days about the changing landscape of Market Research – from evolving technologies to disruption of traditional processes to new entrants – even Google now on the scene! With this advance of technology, sometimes research best practice gets compromised. Most clients are looking for new ways to get insights with less cost and greater speed.
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.
CX Journey
MARCH 29, 2017
Image courtesy of hundrednorth I originally wrote today's post for Clicktools. It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. I'm an "employees more first" advocate; so while I understand their point and this challenge, I'd still like to see more focus placed on employees.
Customer Bliss
MARCH 28, 2017
Episode Overview. Some people love flying, but many view it as a hassle — and a big part of said hassle is the airport itself. I found it interesting that our work in customer experience is now expanding to airports, and Karen Ellis of the San Antonio International Airport (previously in somewhat similar roles in Houston and Atlanta) was good enough to come on the podcast and discuss some of her initiatives and challenges.
DMG Consulting
MARCH 30, 2017
Your Customers Deserve a Better IVR (whitepaper). 2/12/2017. By Donna Fluss. Introduction. DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. This indicates the great potential for self-service solutions – companies can impove their customer experience (CX) by enhancing their IVR.
Provide Support
MARCH 27, 2017
How Positive Emotions Keep Customers Coming Back. Think of something you like to do regularly, whether it’s jogging, reading, or eating ice cream. What keeps you coming back? Chances are it feels good, and the emotions you associate with the activity make you want to do it again. In short, positive emotions lead to loyalty. It seems like a simple equation, but how a brand should go about inspiring positive emotions in customers is a complex question.
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?
Confirmit
MARCH 29, 2017
As technology advances, the line between the physical and digital consumer experience is blurring across all industries. For example, more people are shopping online than ever before. Even inside brick-and-mortar stores, 82% of shoppers consult their smartphone regarding purchases they're about to make. And, it’s not just in retail. Digital banking capabilities have moved an increasing number of transactions from local branches to desktop or hand-held devices.
The DiJulius Group
MARCH 29, 2017
In Denial Bain & Company, a business-consulting firm, asked leaders of 362 companies if they felt their companies delivered superior customer service. 80 percent believe that the service they provided was indeed superior. What these companies didn’t know was at the same time, Bain & Co. was surveying over 3,000 customers, asking them if they […].
ClientSuccess
MARCH 27, 2017
When it comes to customer success, there are many ways for organizations to be successful. In past posts, we’ve explored different models of how to set up teams , what metrics to use when measuring retention and churn, how to align the department with other teams, and even how to onboard customers to a product. And for these aspects, there are no right or wrong answers, but rather each company needs to evaluate and decide how it will ensure success for its customers.
Confirmit
MARCH 29, 2017
Transformational Change, a worthy goal indeed! But seriously, is it achievable? How do we as Customer Experience (CX) practitioners, help our organizations understand that a CX program CAN support transformational change, seriously! So, what does it mean and how do you deliver on this promise, using feedback from customers, employees, and others as the catalyst for change?
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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