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Another fine infographic about digital transformation
Human behavior is changing. Technology is on track to dominate our lives, and we are becoming digital-first. There is no doubt that a digital transformation is already ongoing and omnipresent. Source:...
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Q: Designing for the Future? A: Fringe User Experience:
Before Wearables and the Internet of Things (IoT), designing for Mobile was “the next big thing.” While Mobile devices have proliferated faster than anyone ant… Source: www.slideshare.net Related...
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Q: Executive A: What every executive needs to know about design
‘Usable’ is just table stakes. Customers want usable and desirable. Do you really know what your customers want? That’s never been an easy question. Yet it’s even more difficult to answer today,...
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Q: Does Self-Service Customer Service Improve Experience A: Infographic
Effective customer interaction management has to be designed to strengthen customer service‘s performance in delivering the results customers want. Source: winthecustomer.com Filed under: Front Office...
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Q: Will Hubspot Change Moribund CRM Landscape? A: Yes
Posted by Serge Salager on TechCrunch Editor’s note: Serge Salager was formerly CEO of OneMove Technologies and a marketing manager at Affinnova and Procter & Gamble. After several years of...
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Q: Want to be a #Design-Driven Company? A: Hire People Who Make Things
Soon, being a design-driven company will be table stakes. Here is one step you can take today on the road to design-driven success… Source: medium.com Filed under: Designing design thinking driven...
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Is your CRM data the elephant in the room?
Neglecting the quality of data in CRM systems is a costly mistake Source: www.information-age.com Filed under: Front Office and Customer Service Operations, Knowledge management, Performance...
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IDC Reveals CMO / Customer Experience Predictions for 2015
Excerpt… “The predictions from the IDC FutureScape for CMO/Customer Experience are: 25% of high-tech Chief Marketing Officers (CMOs) will be replaced every year through 2018. By 2017, 25% of...
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How Marketing and Customer Service Approach Customer Engagement [Infographic]
Marketing may be in charge of social media for a company, but customer service teams are the kings of customer engagement, according to the following Sentiment infographic. So, how do marketing teams...
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Five Trends Shaping the Future of Customer Service in 2015
In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them. Source: www.forbes.com Filed under: Designing design thinking driven...
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4 Keys to Creating a Differentiating Customer Experience
The customer experience is increasingly becoming the benchmark marketers care about. Find out why. Source: maximizesocialbusiness.com Filed under: Designing design thinking driven operations, Front...
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2015 Omnichannel Trends for Customer Experience
In my point of view, heavily influenced by the customers and analyst I am meeting, these 5 trends are impacting omnichannel commerce for better personalization and customer experience in 2015 and...
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Q: Channel Adoption and Usage Study in Customer Service? A: Esteban Kolsky...
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company, continue to generously s…...
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Adaptive Path’s Step-by-Step Guide to Creating Effective User Journey Maps
User journey mapping is one of the tools that UX pros use to find and address the weakest points in customer experience with the product. Source: www.webdesignviews.com Filed under: Designing design...
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Q: Customer Experience and Customer Relationship Success? A: The Seven...
Customer Relationship, Customer Engagement, Customer Centricity, Customer Service, Customer Support, Customer Transparency, Customer Experience / A unified s… Source: www.youtube.com Filed under:...
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‘Sweeping the steps of Customer Experience in 2014′– out with the old and in...
As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in…...
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PWC Beyond lip service: turning customer experience and aspirations into a...
turning customer experience and aspirations into a reality Source: www.slideshare.net Filed under: Designing design thinking driven operations, Front Office and Customer Service Operations, Knowledge...
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Companies Must Reinvent Their CX Ecosystems
On a survey we conducted recently, a whopping 80 percent of customer experience (CX) professionals said their firms’ goal is to be a CX leader in their industry or across all industries. Source:...
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Why CRM data is having a moment
Tech advances have made CRM and display increasingly indistinguishable in the eyes of some marketers. Source: digiday.com Filed under: Designing design thinking driven operations, Front Office and...
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Gartner Says Weak Mobile Customer Service Is Harming Customer Engagement
Weak mobile customer service is harming customer engagement, according to Gartner, Inc. Source: www.gartner.com Filed under: Designing design thinking driven operations, Front Office and Customer...
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