Beyond Philosophy

DECEMBER 20, 2017

Sign up to receive my free ebook and enter the competition to get FREE training! 7 November 2017. 21 November 2017. < Learn more about emotions and their significance for your business by signing up for our BRAND NEW PODCAST, The Intuitive Customer ! Sources: “Robust holiday season Spike Ahead, reveals survey.”

Surveys 383

Surveys Consulting Consulting Customer Experience 383

ShepHyken

OCTOBER 9, 2017

StellaService) In this eBook for customer service team leaders, we explain the difficulties front-line employees face, the true business costs of low morale, and what it will take to turn the tide and build a working environment that inspires greatness. They just released an eBook about motivating your frontline team. It takes both.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

ShepHyken

NOVEMBER 21, 2016

Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). It’s worth it.

Customer Service 294

Customer Service Surveys Marketing Sales 294

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world.

Management 40

Management SaaS Best practices Metrics 40

TechSee

MARCH 5, 2019

A 2017 study reports that the insurance industry has invested $124 million in AI, compared to an average of $70 million invested by other industries. Insurance Claims Processing through Computer Vision – the eBook. The eBook also provides insurers with practical advice for implementation.

Self service 95

Self service Technology Marketing Customer Experience 95

Beyond Philosophy

JANUARY 8, 2018

Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ). Sign up to our new podcast, The Intuitive Customer , and get a FREE ebook! Only the other day I presented to a once-great organization, much like Kodak and Blockbuster.

Customer Experience 313

Customer Experience Consulting Consulting Marketing 313

Influitive

JANUARY 4, 2017

These tips were originally published in our eBook, Inspiring Customers to Create Content for You: A Marketer’s Guide. As a B2B marketer, you have boundless opportunities to turn your happiest customers into content collaborators.

Marketing 72

Marketing B2B Customer advocacy 72

Fonolo

NOVEMBER 1, 2017

The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. One day, an on-premise call center may seem as quaint as a rotary-dial telephone.

Call Center 138

Call Center Abandon rate Contact Center Enterprise 138

Toister Performance Solutions

FEBRUARY 25, 2020

The book was originally published in March, 2017. It's been available as a paperback and an ebook for three years and has become a bestseller. Having the ability to listen to the book while driving, taking the train, flying, or even walking the dog makes this easier than reading a paperback or ebook.

Advertising 83

Advertising Feedback Personalization Customer Service 83

SharpenCX

DECEMBER 23, 2020

A Step-By-Step Guide to Building Better Customer Experience Strategies Use the data that lives in your contact center to build actionable strategies for a customer experience that soars past expectations Get The Ebook. We originally wrote this post on February 22, 2017 and we updated it for new insight on December 23, 2020.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Aspect

JUNE 16, 2017

Last month at Google’s I/O 2017 developer conference , CEO Sundar Pichai revealed that the company was achieving a 4.9% We’ve compiled this research in a new eBook: 10 Reasons to Invest in Speech Analytics. You can get a free download of this informative new eBook here. Let’s consider each of these in turn.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

SharpenCX

NOVEMBER 17, 2021

And, Spotify’s subscriber base has nearly doubled since 2017. Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. They have growing customer retention despite more competitors on the playing field.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Fonolo

JANUARY 31, 2018

There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: This report presents the results from an online study, conducted in the Fall of 2017. Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Talkdesk

FEBRUARY 21, 2018

In 2017 customer service ratings were better than ever —81% of U.S. The best stories will also be featured in our 101 Customer Experience Stories ebook. Our panel of Talkdesk judges will read through all submissions and identify the most compelling stories to showcase in our “101 Best Stories” ebook.

Customer Service 40

Customer Service Customer Experience Call Center 40

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. Get the ebook that helps you put your metrics to work for your customers (and agents). The same goes for interactions with your agents.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

ClientSuccess

JULY 21, 2017

The top five will be in invited to present on the keynote stage at the CS100 Summit in Sundance, Utah on September 12, 2017. The executives in attendance will then cast their vote for the 2017 Customer Success Innovator of the Year that will be announced on September 13, 2017. To submit your innovation, click here.

SaaS 40

SaaS Sales Marketing Management 40

Infinity

APRIL 22, 2022

As household bills soar, customer service across UK energy suppliers has been reported to be at the ‘worst’ levels since 2017, and much of this data has been linked to the quality of customer calls. In our latest eBook. ?we It’s a must read.

Automotive 52

Automotive Healthcare Sales Marketing 52

pindrop

MAY 23, 2018

From January 2016 to August 2017, call centers have experienced a 160% increase in global fraud call rate – a rise from 1 fraudulent call for every 937 calls compared to 1 in 769 calls. To take a deeper dive into the minds of fraudsters like Mr. and Mrs. Smith, read our eBook Part One: Call Center Fraudsters Unmasked.

Engineering 64

Engineering Call Center Banking Accountability 64

Infinity

APRIL 10, 2018

Explore the different call tracking options available to automotive marketers in our short eBook specifically looking at the topic here. For example, Infinity’s newly released automotive best practices eBook states that global mobile usage is expected to pass 4.5 Stay up to date with market trends. billion people by the end of 2018.

Automotive 49

Automotive Advertising Best practices Analytics 49

Creative Virtual

DECEMBER 7, 2021

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognizing that all of these awards are the result of the hard work and collaboration of our entire global team.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

ClientSuccess

JUNE 2, 2017

We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. You can also download the eBook, The Ultimate Guide to Customer Success Metrics here. You can download and read our entire Customer Success as a Culture eBook series below: Customer Success as a Culture: Customer Success Leaders Edition.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

Creative Virtual

DECEMBER 8, 2022

We published an eBook – Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects – that explores six of the most common reasons business leaders have given for being unhappy with their conversational AI projects and ways to overcome those challenges.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Fonolo

MAY 10, 2018

Missed Fonolo’s 2017 Top Blogger List? DOWNLOAD THE FREE EBOOK TODAY. Of particular note is the breaking down of our favourite buzzword: omnichannel. The takeaway? Not only is omnichannel customer support something to be desired; it’s in demand. No problem: You can find it here. What’s Inside: Pain Points Across the Customer Journey.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Aspect

JANUARY 26, 2018

A recent report from App Annie found that app growth increased by 60% and there were 175 billion downloads globally in 2017. Check out our eBook 5 Ways SMS Can Drive More Profitable Customer Engagement to see how SMS is the key channel to engaging customers in 2018. Want to learn more?

Customer centricity 54

Customer centricity Personalization Technology Customer Service 54

SharpenCX

FEBRUARY 16, 2021

Hulu made big changes to their service options in 2017 when they launched Hulu + Live TV. Ben Smith, the Head of Experience at Hulu, in a 2017 blog post. Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67

Fonolo

AUGUST 28, 2018

Key findings: Between 2015 and 2017, the number of consumers using WhatsApp two to three times a week or more has leapt from 47% to 67% and other chat platforms increased from 38% to 66%. Our favorite chart: eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Netomi

MAY 11, 2022

million in 2017. Read more about how fintechs can provide a stellar customer experience across the board in our ebook , How Conversational AI Is Rewriting the Rules for Fintech Customer Experience ! A 2022 Gig Payments Report pointed out that, in 2021, there were about 23.9 million by 2027.

Finance 52

Finance Chatbots Banking Accountability 52

ClientSuccess

NOVEMBER 29, 2017

The webinar was originally held on Wednesday, December 13th, 2017 at 11:00 am Mountain Time on the topic: 3 Surprising Ideas, 3 Deadly Fallacies, 3 Essential Insights for customer success results. ClientSuccess hosted Greg Daines, CEO of Client Velocity, for this month’s customer success webinar series.

B2B 41

B2B SaaS Consulting Consulting 41

Clarabridge

SEPTEMBER 21, 2017

In 2016, we at Smith+Co teamed up with Clarabridge to author an ebook and deliver a workshop to illustrate why contact centres need to become “customer experience centres”. The ebook and the associated workshop was packed full of case studies and tools to help participants turn their contact centres into experience centres.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Creative Virtual

DECEMBER 10, 2020

Several months later, AI Time Journal approached us for a contribution to their upcoming ebook featuring ‘Conversational AI Success Stories During Times of Pandemic’. You can read more here and download the full ebook, Conversational AI Trends 2020 , here. This year we celebrated being named to the Top 100 SmartTech Innovators List.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

ClientSuccess

OCTOBER 5, 2017

This webinar was held on Tuesday, October 17, 2017 at 12:00 pm Mountain Time on the topic: When to Invest, Specialize, and Scale Customer Success. You can download and read our entire Customer Success as a Culture eBook series below: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 41

SaaS Sales Marketing Management 41

LiveChat

MAY 19, 2017

That’s why today I’d like to focus on the definition of content marketing and how we can use it in 2017 to make sure we are seen and heard by our audience. The definition of content marketing in 2017. In 2017, the Internet is saturated with high-quality, valuable content. What is content marketing.

Marketing 61

Marketing Education Engineering Sales 61

ClientSuccess

AUGUST 30, 2018

I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit. As an executive with a strong focus in customer experiences, Carine’s professional outlook was substantially impacted by her battle with cancer, which resulted in years of treatment and chemo.

SaaS 40

SaaS Best practices Personalization Metrics 40

Quadient

JULY 17, 2017

Mon, 07/17/2017 - 23:00. Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Five CXOs share their biggest challenges and how they overcame them. The key is how you overcome these hurdles when they come along.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Customer Experience Marketing 52

ClientSuccess

APRIL 27, 2017

We held the webinar on Tuesday, May 16, 2017, to go over the results. You can download and read our entire Customer Success as a Culture eBook series below: Customer Success as a Culture: Customer Success Leaders Edition. We took the results of this collaboration and created a webinar to help disseminate the results.

Metrics 41

Metrics SaaS Best practices Accountability 41

ShepHyken

APRIL 10, 2017

eBook The Definitive Guide to Storytelling in Business: A how to guide in rising above the noise and making an impact by Matthew Woodget. (Go My Comment: While it falls into the category of marketing over customer service or customer experience, I couldn’t resist sharing this very interesting report (ebook) on storytelling for business.

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

ClientSuccess

JULY 12, 2017

Download the Top Customer Success SaaS Metrics eBook. Join us this September at the CS100 Summit 2017 at Sundance, Utah. eBooks: Customer Success as a Culture: Customer Success Leaders Edition. You can view Stacey’s entire presentation here. This is an exclusive summit for leaders of customer success teams.

SaaS 40

SaaS Metrics Benchmark Best practices 40