Listen to CYBG how they are finding new ways to listen to the voice of the customer, accelerate change, and improve their customer experience at every touch-point. And by doing so, engage a much younger audience, millenials and generation Z. A stellar example of digital transformation and a success story how banking of the future looks like.Read more >
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
Customer success isn't just about a title, department, or jumping into an account manager role. It is a lifestyle. It should flow through the veins, and ooze out every pore. From the external, it appears that it comes from jumping on top of tasks and engaging with customers, but true CSM's feed their entire lives not just into their assigned customers or company customers, but every customer that they have an interaction with. This includes walking into Starbucks and holding the door open for that person behind you, or picking up the paper towels on the floor in the bathroom. Demonstrating that customer success can happen everywhere you go. It can go unappreciated, but this is also where it can catch on. Your co-workers, potential customers, and perhaps even the occasional current customer are watching. The mentality of being there to serve others is a culture shift which can catch people off guard and see the difference as to why they selected you as their vendor. So the next time you visit Starbucks, don't just walk in, but hold the door and give that person a huge high five!Read more >
Do you survey your customers? Are you getting the quality or quantity of data that you did in the past? How do we evolve to break the survey mentality and tap into the "treasure trove" of data? Watch this 4-minute interview with Nate Brown as he shares some highlights for an upcoming live webinar on August 14th.Read more >
In this IDC FutureScape presentation, IDC's Alan Webber will discuss covering the key predictions that will impact how enterprises address the customer experience over the next one to three years. Senior IT leaders and line-of-business executives will come away with guidance for managing the implications these predictions harbor for their IT investment priorities and implementation strategies.
About IDC FutureScape
IDC FutureScape reports are used to shape enterprise IT strategy and planning by providing a basic framework for evaluating IT initiatives in terms of their value to business strategy now and in the foreseeable future. IDC's FutureScapes are comprised of a set of predictions designed to identify a range of pending issues that CIOs and senior technology professionals will confront within the typical three-year business planning cycle. Each prediction is assessed on the basis of its complexity, organizational impact, and time frame to expected mainstream adoption.
To learn more about IDC FutureScape 2019, please go to http://www.idc.com/events/FutureScapes
Where are your target customers going, and how are they spending their time and, more importantly, their dollars? Location data and intelligence – not just on how consumers are interacting with your brand but also with your competitors – is key to crafting a killer consumer experience and reaching them when and where their hearts and minds (and wallets) are ready to be captured.
From foot traffic patterns and location visits to frequency analysis, custom venue visit analysis offers powerful, actionable insights to companies looking for a competitive edge in a crowded field. Learn how to capture new customer interest, keep older customers coming back, and boost your market share when you join this VB Live event!
Register for free now!
During this webinar you’ll learn how to:
* Boost engagement with location-based consumer insights and competitive intelligence
* Gain insight into the behavioral patterns of customers and prospects
* Apply the best use of location data for your business
* David Bairstow, SVP Product Management, Skyhook
* Sheryl Jacobson, Principal Consulting Strategy and Analytics, Deloitte Consulting LLP
* Stewart Rogers, Analyst at Large, VentureBeat (Moderator)
Sponsored by Skyhook
Once you have a Customer Experience strategy in place, it’s time to ensure your organization is aligned firmly behind it. Join the fifth webinar in our series, and observe the best practices you can deploy to cultivate a customer-centric culture, thus ensuring all personnel are working to achieve the same Customer Experience goals.Read more >
Contact centers that understand and quantify their ROI gain several important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits provided by the contact center. This webcast will define ROI as it applies to different types of contact centers, including service, sales, and collections. Additionally, it will lay out a simple methodology for computing ROI for the contact center, and share ROI data that has been computed from more than 200 contact centers worldwide.Read more >
Customer onboarding and origination is the most important engagement for banks. Tech savvy customers tend to open bank accounts from any device. Aspire’s Customer Onboarding Plug n Play built for Temenos Digital Banking Channel users curbs attrition rates and reduces average onboarding time.
Here is a quick demo of Customer Onboarding Plug n Play solution accelerator.
At Vision Critical, we believe that people matter and our products and services are focused on strengthening our customer’s relationships with the people that matter most to them.
Our philosophy on GDPR is that it represents an opportunity, rather than a threat. We want to explore how the new regulations will affect brands and consumers, and how brands can continue to engage with their customers using a permission-based model post-GDPR.
In this webinar, Jeroen Peters and René Degen, of Comparable B.V. will propose the following:Customer satisfaction surveys is a dead end street, why you may not want to use the NPS score anymore, Customer Satisfaction Score is probably not the most meaningful measurement, new design principles for future customer satisfaction measurements, Using your service engineer as an information source.Read more >
Today’s customers expect personalized experiences and there are a plethora of available martech solutions that claim to have the tools to help. And while marketers are able to collect a mass amount of data, it’s becoming increasingly challenging to be able to act on that data, and have one, central repository to be able to make informed decisions and drive more meaningful customer experiences.
A new martech solution has recently appeared into the space that does just that - the Customer Data Platform (CDP). In this webcast, you can expect to learn:
- How these purpose-built products assemble and distribute customer data
- Why CDPs are faster, easier to use, cheaper and more flexible than other solutions
- What problems a CDP can help the marketer solve
- The key ways to using a CDP in driving a business’s digital transformation
David Raab, Founder of the Customer Data Platform Institute
Adam Corey, VP of Marketing at Tealium
Competing on customer experience in retail is not just a passing fad – it’s here to stay. Customers expect more, want convenience, and they change quickly. Retailers have responded by introducing new channels, services, and personalized marketing promotions to capture customers’ attention and wallet share. What does it take to really take to engage with customers? The answer is hidden in your data. According to Forbes, 80% of data is dark and untouched - meaning it’s never actually used to make improvements or changes deemed necessary by the customer.
In this discussion you’ll learn what is possible as we review how you can create a trusted 360-degree view of your customer and put the customer truly at the center of your operations. We’ll review how retailers of all types are delivering a customer experience that sets them apart from other brands to drive consumer loyalty. And we’ll share the best practices and use cases retailers have adopted to get to know their customers better by unleashing the disruptive power of their data.
What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.
Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.
John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.
Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!Read more >
Today's consumers are demanding a customer service experience paradigm to keep up with their growing needs. From real-time instant responses to accessibility from a plethora of text and voice platforms, to understanding natural language.
Recent advances in natural language understanding and processing (NLU/NLP) and machine learning have enabled automated chatbots to provide a unique experience for businesses and consumers to connect and converse. In this webinar, we will discuss how businesses can leverage the latest in artificial intelligence and deep learning to create conversational chatbot platforms to wow their customers.
About the speaker:
Girish MuckAI is VP of Business Development & Strategy at Passage AI. He has 20+ years experience bringing state-of-the-art technology solutions to market and held leadership roles at Juniper Networks, Reliance Jio, Entropic Communications, Westell, Arris, SBC Labs and Cascade. Girish holds a B.Tech from IIT Madras, MS and PhD from Boston University and MBA from the Wharton School. Girish is also the CEO of IIT Madras Foundation.
And that’s okay! When asked, digital marketers can rattle off a long list ways unified customer data would help them in their jobs, from better ad targeting (and retargeting) to smarter emails to more effective web personalization just to name a few. But there’s a big gap between knowing what you would do with customer data and actually deploying specific use cases. In this webinar, founder of the Customer Data Platform Institute David Raab takes attendees through how to approach customer data unification, so you get value right away – and set yourself up for more success as you go. Specifically:
1. We’ll review the different scenarios that result when you’re using one data source, a few similar ones, or multiple disparate sources
2. Then, we’ll look at how a customer data platform (CDP), depending on its features, supports an array of applications for the data, from simply providing access to adding messaging and analytics on top
3. Lastly, we’ll bring those two dimensions together to look at the sequencing of use cases that result from the various combinations of these inputs
To stay ahead of the competition, retailers need to improve the customer experience. In this video, Dr. Nicola Millard reveals why personalisation is key.
Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop
Established over 200 years ago, John Wiley & Sons helps people and organizations develop the skills and knowledge they need to succeed. Through online scientific, technical, medical, and scholarly journals, combined with their digital learning, assessment and certification solutions, they help a diverse set of customers, including universities, learned societies, businesses, governments and individuals, increase the academic and professional impact of their work.
Wiley knew that a single customer identity would facilitate relationships, transaction flows and risk management. Groups such as Sales, Marketing, Product and Customer Service could realize efficiencies and drive revenue by better understanding who the customers are as well as their relationships to each other.
During this webinar, Frank Guastafeste, Associate Director of Customer Data Governance at John Wiley & Sons, shares:
•How Wiley discovers a whole new level of customer insights to differentiate engagement in every phase of the customer journey
•The processes and business roles required to implement a single customer master record within a data governance framework
•The challenges Wiley faced and the successes it has realized from a focus on data quality and governance
Mobile represents a new way of interacting with technology. But for many of us, we still feel chained to our desktop. Join Brian for a conversation about rethinking the ways we interact with customers and prospects in a "mobile-only" world.Read more >