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How to Build a Modern Digital Customer Service Strategy: 10 Real-World Insights for B2C Leaders
This content was provided by one of our 2019 Sponsors RingCentral.
Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication.
As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to meet customers on their terms if they expect to build strong brand loyalty. Because if brands aren’t using those tools, customers simply move on to those that are.
The following guide will help you understand the most common challenges of building an effective digital customer engagement strategy, as well as tips to help overcome them.
View the full guide here >>
Or find out more from RingCentral including further content, and their services here: https://www.ringcentral.com/engage
How to Deliver Exceptional Customer Experience By Putting Your Employees First
To achieve success in CX and EX, the two
need to work hand in hand to exist in a digital environment where the employee
is the trusted voice between leadership and the customer. Without this cohesive
relationship, investment will not deliver the maximum results.
Download
the full report to gain the full insight >>
The CX Network asked Tomas Lykke, to
explore this undeniable link between CX
and EX and discover how the changing landscape of CX and EX is fuelling
business growth. Lykke also shares some
B2B case studies to ensure businesses are one step ahead of their
competitors.
Key benefits of downloading the full report:
- Exploring the connection between CX and EX –
is this the recipe for achieving a competitive
advantage?
- How to build EX excellence with CX insights and the right tools
- Solutions
to close the gap between CX and EX strategies to achieve true value for
customers and employees
Exponea: Customer Experience in E-Commerce
86% of customers will pay more for a better experience, and that experience is the key to retaining those customers in the long term.
In a world where acquiring a customer is 500% more expensive than retaining one, creating an experience your customers will stick around for is well worth the investment. So what experience do customers want? A personalized one. Customers want an experience that saves them time and adds value to their shopping. Banner ads, discounts, product recommendations: these all need to be relevant to each individual customer. Where do you start? Every company has different strengths and weaknesses, so start by identifying which area of your site is most in need of improvement.
The section below will go through how to analyze your site to find what needs work. The next section will move into specific personalization tactics, you can start applying now, and the final section will review use cases for different recommendation models.
This report was created by one of our 2019 Sponsors Exponea and we are happy to share these industry insights on their behalf.
Please view the full piece by filling in your details here >>
Exponea: CDP Predictions - The Winning Combo
Although many types of predictive analytic techniques have been around for decades, the use has recently exploded due to the increased ability to capture and store customer data. Not only is computing power more readily available, but access to software that identifies, reorganizes, and merges communication channels to a central, un-siloed data hub has unlocked the use of predictive analytics for the likes of retail professionals.
This ebook will discuss the many predictive analytic techniques, but rather than focusing exclusively on explaining in detail the algorithms involved, we’ll dive into the process of doing predictions in the real world—complete with use cases that predict Customer Lifetime Value (CLV), identify which customers are ready to buy, highlight those most likely to churn, and so on.
By the end of the ebook you’ll have the foundations you need to start solving real-world problems using the killer combination of data-organizing software and predictive analytics.
This report was created by one of our 2019 Sponsors Exponea and we are happy to share these industry insights on their behalf.
Please view the full piece by filling in your details here >>
Employee Experience - What does it mean to you? The Industry Report
Compelling employee experience initiatives are relatively new for many HR departments. Our team caught up with Sander De Bruijn, Global Head Of Employee Experience at ING and Bruno Santos, Head of HR from Cognizant to understand their company’s Employee Experience strategy and the critical elements in creating a strong company culture and better working environment.
This article will provide guidance on the crucial aspects to consider, for example, how you should involve associates, and make them an active part of your organisation, ensuring that you gain a good insight into the problems affecting Employee Experience.
"By putting the employee at the heart and validating all process changes, with change communications materials with end users, we aim to keep engagement levels as high as possible" Sander de Bruijn
Digital Workplace Virtual Interactive Discussion Group Agenda
The Digital Workplace Virtual Interactive Discussion Group Series gathers senior business leaders in the Digital Workplace, HR and Employee Experience communities to discuss sustainable strategies to adapt, overcome and improvise in the wake of significant business changes.
Employee Experience Survey Report 2018
The Nordics are renowned for developing innovative strategies and building a workforce which is engaged and loyal to their organisation. However, no business is immune to the challenges that digitalisation, multi-generational employees and developing employees to reach their full potential pose to a company. In light of this, we have surveyed over 100 relevant individuals in order to build up a picture of Employee Experience strategies in the Nordic region.
Transferring Customer Experience Strategies into Employee Experience
Improving customer experience is a top business priority for many organisations, but when it comes to employee experience the same dedication is not always replicated. The reality is that some companies have yet to recognise and devote the same resources to employee experience as they do the customer experience.
In order to shape an organisation’s
willingness to build closer strategic alignment between the two areas, CX
Network has looked at the key areas where customer experience strategies can
be easily transferred into the employee experience space.
8 HR Trends for 2018
Building on feedback from a number of HR experts, we have put together the 8 biggest trends for 2018 that will shape HR over the coming year. With an increasingly strong focus on the utilisation of technology in both the acquisition and retention of employees, HR departments are developing methods to more efficiently and effectively analyse the needs of their workforce and streamline the entire human resources process.