Slides from the latest Engage Business Network seminar on "Customer Service Delivery". Guest speakers included Jo Moran (Marks & Spencer) and Nicola Millard (BT).
iStart feature: Satisfaction calling: does outsourcing contact centres work?Hayden McCall
Often maligned from within and outside, the contact centre is the coal face of customer service interaction. But so often the processes and people are dumbed down so they can be sent offshore and run more cheaply. Issues of customer satisfaction, costs and ease of management abound. Stephen Withers treads the political minefield to find out if it is really worth the potential pain...
Digital Banking: Enhancing Customer Experience; Generating Long-Term Loyalty ...Cognizant
To stay profitable and grow in the new digital economy, banks need to adopt a customer-centric business model, diversify online delivery of products and services channels and begin making meaning from valuable trails of digital information.
This document discusses the challenges that companies face in dealing with customers across multiple channels of communication. While technology has expanded the available channels, many companies focus too much on technology itself rather than understanding customer needs and preferences. As a result, marketing messages through different channels often fail to be coordinated or personalized. The letter from customers expresses frustration at not feeling valued and for receiving irrelevant offers. True customer relationships require dialogue over time to build trust, not just point-and-click transactions. To better serve customers, companies need to take a holistic view that coordinates efforts across all channels based on deep understanding of each individual customer.
This newsletter from Purple News discusses various topics related to the telecommunications industry. It introduces new programs being offered by Nine Wholesale to help resellers grow their businesses, including a new VIP workshop on innovative sales methods and expert advice from industry specialists. It also highlights the benefits of becoming a Purple Partner, such as significant discounts on regulatory membership fees. An article shares insights from the managing director on building long-term customer relationships through quality service. Finally, it includes a word search puzzle and interview with the managing director of Nine Wholesale.
I gave this presentation at the EASPD´s conference in October 2019. Presentation is about taking benefits of digital opportunities to give new tools to employees and better services to customers.
Michael Buirge, an IT specialist, received a call from a client, Ron Holt, who needed urgent help resolving an issue. Buirge listened to Holt's concern and took immediate action to provide a successful resolution. The next day, when Holt called with an unrelated issue, Buirge could have passed the call to someone else but instead helped Holt directly. Holt was appreciative of Buirge's extra effort. Buirge also encouraged Holt to provide feedback to the company's client experience program. This demonstrates how small acts of service excellence can help build strong client relationships.
This document provides tips for MSPs to generate quality leads. It recommends looking for leads locally through yellow pages, local newspapers, and business groups. When contacting leads, speak in plain language they understand and demonstrate knowledge of their industry's IT challenges. The document also discusses overcoming clients' preference for break-fix models by explaining the benefits of service level agreements in reducing risks, costs, and downtime compared to break-fix.
iStart feature: Satisfaction calling: does outsourcing contact centres work?Hayden McCall
Often maligned from within and outside, the contact centre is the coal face of customer service interaction. But so often the processes and people are dumbed down so they can be sent offshore and run more cheaply. Issues of customer satisfaction, costs and ease of management abound. Stephen Withers treads the political minefield to find out if it is really worth the potential pain...
Digital Banking: Enhancing Customer Experience; Generating Long-Term Loyalty ...Cognizant
To stay profitable and grow in the new digital economy, banks need to adopt a customer-centric business model, diversify online delivery of products and services channels and begin making meaning from valuable trails of digital information.
This document discusses the challenges that companies face in dealing with customers across multiple channels of communication. While technology has expanded the available channels, many companies focus too much on technology itself rather than understanding customer needs and preferences. As a result, marketing messages through different channels often fail to be coordinated or personalized. The letter from customers expresses frustration at not feeling valued and for receiving irrelevant offers. True customer relationships require dialogue over time to build trust, not just point-and-click transactions. To better serve customers, companies need to take a holistic view that coordinates efforts across all channels based on deep understanding of each individual customer.
This newsletter from Purple News discusses various topics related to the telecommunications industry. It introduces new programs being offered by Nine Wholesale to help resellers grow their businesses, including a new VIP workshop on innovative sales methods and expert advice from industry specialists. It also highlights the benefits of becoming a Purple Partner, such as significant discounts on regulatory membership fees. An article shares insights from the managing director on building long-term customer relationships through quality service. Finally, it includes a word search puzzle and interview with the managing director of Nine Wholesale.
I gave this presentation at the EASPD´s conference in October 2019. Presentation is about taking benefits of digital opportunities to give new tools to employees and better services to customers.
Michael Buirge, an IT specialist, received a call from a client, Ron Holt, who needed urgent help resolving an issue. Buirge listened to Holt's concern and took immediate action to provide a successful resolution. The next day, when Holt called with an unrelated issue, Buirge could have passed the call to someone else but instead helped Holt directly. Holt was appreciative of Buirge's extra effort. Buirge also encouraged Holt to provide feedback to the company's client experience program. This demonstrates how small acts of service excellence can help build strong client relationships.
This document provides tips for MSPs to generate quality leads. It recommends looking for leads locally through yellow pages, local newspapers, and business groups. When contacting leads, speak in plain language they understand and demonstrate knowledge of their industry's IT challenges. The document also discusses overcoming clients' preference for break-fix models by explaining the benefits of service level agreements in reducing risks, costs, and downtime compared to break-fix.
The document discusses ways to promote and brand a service desk to ensure its value is recognized within an organization. It notes that branding helps build team identity and customer accessibility. Effective promotion methods include newsletters, intranet updates, open days, and social media engagement. Gathering customer feedback through surveys and calls helps identify areas for improvement. Representation in business meetings keeps the service desk informed of changes. The goal is to understand customer needs and provide consistent, high-quality support through visibility, communication, and integration with the broader business.
The document discusses the need for companies to master four capabilities to effectively engage with today's hyper-connected consumers: 1) reaching the right audience in larger numbers, 2) gaining multidimensional insight into audiences, 3) using networked intelligence across technological infrastructure, and 4) personalized engagement. It promotes Acxiom's products and services that can help companies achieve these capabilities and improve marketing ROI through more effective consumer targeting and engagement.
1. The document discusses the effectiveness of direct mail (DM) as an advertising medium compared to other channels like email and digital.
2. It provides statistics and case studies that show DM has higher response and engagement rates than email marketing. It also increases the effectiveness of other channels when used together.
3. Experts are quoted saying DM is better than other media for conveying detailed messages and building brand values. The document advocates that DM still has a important role to play in advertising alongside digital channels.
In CCIG we combine the worlds of our contractors and customers in ways that exceed their expectations.Every day we go beyond the beaten path and draw inspiration from the fact that everyone is unique. We make innovation of tomorrow available today, remembering that it is always worth to talk.
Efficiency vs. Effectiveness: Embracing the new customer experience paradigmRupa Shankar
The document discusses the shift from traditional customer service models focused on efficiency to a new paradigm focused on effectiveness and meaningful customer engagement. It notes that social media requires a different approach where agents take time to understand customers rather than just closing issues. The new model requires core competencies like empathy, autonomy and human-centric engagement over traditional scalability and productivity metrics. Organizations must realign processes and roles to focus on conversations and understanding customers in the social world.
0442.q3 -2012--ee info session sept 18 draft 005Preston2k6
The document provides a business update from Morris Nord and Leza Muir of an insurance company. It includes the following highlights:
- Financial results for 2012 YTD are better than budget and the prior year across key metrics like revenue, claims, expenses, and net income.
- Group health and dental for small business has seen the most growth over the past 3 years among the company's key product areas.
- There is a discussion of how the company's products, services, claims processing, and market share compare to competitors.
- Improving customer experience and satisfaction is a priority, including enhancing digital capabilities and addressing changing customer expectations around convenience.
CPC is a global digital communications provider established in 1997 that supplies and manages digital signage solutions for customers in over 29 countries. It started by observing companies' need to more meaningfully engage customers and employees, but lacking effective channels. CPC designed custom software for interactive, customizable digital signage replacing traditional print media. With international partners, CPC refined products offering clients ability to perfectly communicate relevant information to targeted audiences. CPC is committed to providing the most versatile communication solutions scaling with clients' changing needs.
Voxeo Summit Day 2 - The science of customer obsessionVoxeo Corp
The document discusses best practices for creating a customer-obsessed culture within a company's support organization. It emphasizes that company culture and leadership buy-in are critical foundations. The support team's mission is to provide excellent customer experiences through unlocked communications, passionate problem solving and accountability. Metrics like Net Promoter Score are used to measure success and drive continuous improvement based on customer feedback.
Convergys In Customer Service (Pratik Negi)pratik negi
The document discusses technical customer support provided by Convergys India to customers in countries like the US and Australia. It focuses on the technical support center in Thane, India that handles support for Optus in Australia. Price and place factors were major reasons for choosing India. Lower costs, wages, and infrastructure like VOIP lines between India and Australia make technical support more affordable from India. Cultural factors like the neutral Indian accent and polite problem-solving style are also advantages. While long hours can impact work-life balance, the technical support industry provides important job opportunities in India's growing service economy.
The document discusses findings from a 2013 study on banking customer experiences. It reports that 78% of bank executives felt their customer experience had improved, but only 28% of customers felt the same. Additionally, the top practice of growing banks is taking action on individual customer feedback, and community banks have customer satisfaction ratings 5 times higher than national banks. The ideal customer experience in banking leaves people feeling valued, appreciated, and cared for.
PT. Commeta Niaga Raya is a procurement and fulfillment company in Indonesia that specializes in marketing and promotion activities. It has over 11 years of experience working with local and multinational companies. It offers a full range of services including sourcing, warehousing, distribution, call centers, and creative design. It has business partnerships with major electronics and home appliance brands and creates its own in-house brands for clients.
The document discusses a conversation between a contact center manager from the year 2020 named Zen and someone from 2014 about what contact centers will be like in the future. According to Zen, contact centers in 2020 will be much improved over 2014, focusing on customer experience metrics rather than antiquated metrics like handle time. Agents will work remotely making an average of $35 per hour and receive extensive training. Contact centers will have unified omni-channel systems to efficiently manage all customer contacts. They will be strategically important and respected parts of the organization.
UserConf NYC Welcome & Keynote - The (Coming) Golden Era of ProductsUserVoice
This document discusses the future of customer service and support. It notes that there will be more emphasis on user self-service, subscription-based revenue models, and providing social media levels of customer care across all channels. Companies will need to focus more on customer retention rather than acquisition and will need chief customer officers to oversee excellent customer experiences across all touchpoints. The future will require proactive support, more self-service options, using analytics to drive meaningful engagement, and empowering frontline staff to solve customer issues.
This document discusses the challenges facing corporate call centers and how cloud-based solutions may help address them. The three key challenges are: 1) a credibility gap between marketing promises of excellent customer service and the actual call center experience, 2) a sales gap in losing potential sales due to poor call handling, and 3) technology limitations of legacy on-premises call center systems. Cloud-based call centers offer lower costs, greater flexibility, and ability to provide improved customer service across multiple channels. Case studies demonstrate cloud systems can increase customer satisfaction metrics and revenue growth compared to traditional call centers. The document concludes cloud technology can help call centers overcome challenges by converging applications to reduce costs while improving customer support and sales.
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
The document discusses the future of customer care and different models for providing customer support. It analyzes machine, human, individual and community-based approaches as well as self-service, smart care, customer support and communal support. Specific technologies and trends are also examined, including predictive assistants, artificial agents, video vaults, little data, network narratives, mobile communities, gamification and more. The future of customer care is seen as relying more on new technologies but also understanding customers at an individual level.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
1) Customer experience has become a hot topic and focus for both B2B and B2C companies. 89% of companies will compete based on customer experience by 2017.
2) The document provides questions to evaluate a company's customer experience management and metrics. It also outlines 4 ways to improve customer experience: define problems solved, focus on ideal outcomes, identify critical moments, and eliminate unnecessary aspects.
3) Focusing on critical customer moments and using a unified CRM system can help measure customer value and increase business performance. Stopping unnecessary activities can free up resources for more impactful customer experience improvements.
The document provides information about prominent business schools in Pakistan including IBA, LUMS, CBM, and SZABIST. It discusses the programs offered at IBA and LUMS and eligibility criteria, admission processes, fees and scholarships for admission. The document also provides tips for test preparation and examples of students who were admitted to IBA and LUMS. It announces upcoming admission seminars and shares results and SAT score improvements achieved by students who received counseling from IBAGRADS.
Saul Bass was a remarkably skilled designer, having mastered the art of Graphic Designing, Title Designing & Film Direction. He was inspired by modern stylized aesthetics, which was evident in his animations. Had an extra-ordinary flair for Visual Communication Designs.
The document discusses ways to promote and brand a service desk to ensure its value is recognized within an organization. It notes that branding helps build team identity and customer accessibility. Effective promotion methods include newsletters, intranet updates, open days, and social media engagement. Gathering customer feedback through surveys and calls helps identify areas for improvement. Representation in business meetings keeps the service desk informed of changes. The goal is to understand customer needs and provide consistent, high-quality support through visibility, communication, and integration with the broader business.
The document discusses the need for companies to master four capabilities to effectively engage with today's hyper-connected consumers: 1) reaching the right audience in larger numbers, 2) gaining multidimensional insight into audiences, 3) using networked intelligence across technological infrastructure, and 4) personalized engagement. It promotes Acxiom's products and services that can help companies achieve these capabilities and improve marketing ROI through more effective consumer targeting and engagement.
1. The document discusses the effectiveness of direct mail (DM) as an advertising medium compared to other channels like email and digital.
2. It provides statistics and case studies that show DM has higher response and engagement rates than email marketing. It also increases the effectiveness of other channels when used together.
3. Experts are quoted saying DM is better than other media for conveying detailed messages and building brand values. The document advocates that DM still has a important role to play in advertising alongside digital channels.
In CCIG we combine the worlds of our contractors and customers in ways that exceed their expectations.Every day we go beyond the beaten path and draw inspiration from the fact that everyone is unique. We make innovation of tomorrow available today, remembering that it is always worth to talk.
Efficiency vs. Effectiveness: Embracing the new customer experience paradigmRupa Shankar
The document discusses the shift from traditional customer service models focused on efficiency to a new paradigm focused on effectiveness and meaningful customer engagement. It notes that social media requires a different approach where agents take time to understand customers rather than just closing issues. The new model requires core competencies like empathy, autonomy and human-centric engagement over traditional scalability and productivity metrics. Organizations must realign processes and roles to focus on conversations and understanding customers in the social world.
0442.q3 -2012--ee info session sept 18 draft 005Preston2k6
The document provides a business update from Morris Nord and Leza Muir of an insurance company. It includes the following highlights:
- Financial results for 2012 YTD are better than budget and the prior year across key metrics like revenue, claims, expenses, and net income.
- Group health and dental for small business has seen the most growth over the past 3 years among the company's key product areas.
- There is a discussion of how the company's products, services, claims processing, and market share compare to competitors.
- Improving customer experience and satisfaction is a priority, including enhancing digital capabilities and addressing changing customer expectations around convenience.
CPC is a global digital communications provider established in 1997 that supplies and manages digital signage solutions for customers in over 29 countries. It started by observing companies' need to more meaningfully engage customers and employees, but lacking effective channels. CPC designed custom software for interactive, customizable digital signage replacing traditional print media. With international partners, CPC refined products offering clients ability to perfectly communicate relevant information to targeted audiences. CPC is committed to providing the most versatile communication solutions scaling with clients' changing needs.
Voxeo Summit Day 2 - The science of customer obsessionVoxeo Corp
The document discusses best practices for creating a customer-obsessed culture within a company's support organization. It emphasizes that company culture and leadership buy-in are critical foundations. The support team's mission is to provide excellent customer experiences through unlocked communications, passionate problem solving and accountability. Metrics like Net Promoter Score are used to measure success and drive continuous improvement based on customer feedback.
Convergys In Customer Service (Pratik Negi)pratik negi
The document discusses technical customer support provided by Convergys India to customers in countries like the US and Australia. It focuses on the technical support center in Thane, India that handles support for Optus in Australia. Price and place factors were major reasons for choosing India. Lower costs, wages, and infrastructure like VOIP lines between India and Australia make technical support more affordable from India. Cultural factors like the neutral Indian accent and polite problem-solving style are also advantages. While long hours can impact work-life balance, the technical support industry provides important job opportunities in India's growing service economy.
The document discusses findings from a 2013 study on banking customer experiences. It reports that 78% of bank executives felt their customer experience had improved, but only 28% of customers felt the same. Additionally, the top practice of growing banks is taking action on individual customer feedback, and community banks have customer satisfaction ratings 5 times higher than national banks. The ideal customer experience in banking leaves people feeling valued, appreciated, and cared for.
PT. Commeta Niaga Raya is a procurement and fulfillment company in Indonesia that specializes in marketing and promotion activities. It has over 11 years of experience working with local and multinational companies. It offers a full range of services including sourcing, warehousing, distribution, call centers, and creative design. It has business partnerships with major electronics and home appliance brands and creates its own in-house brands for clients.
The document discusses a conversation between a contact center manager from the year 2020 named Zen and someone from 2014 about what contact centers will be like in the future. According to Zen, contact centers in 2020 will be much improved over 2014, focusing on customer experience metrics rather than antiquated metrics like handle time. Agents will work remotely making an average of $35 per hour and receive extensive training. Contact centers will have unified omni-channel systems to efficiently manage all customer contacts. They will be strategically important and respected parts of the organization.
UserConf NYC Welcome & Keynote - The (Coming) Golden Era of ProductsUserVoice
This document discusses the future of customer service and support. It notes that there will be more emphasis on user self-service, subscription-based revenue models, and providing social media levels of customer care across all channels. Companies will need to focus more on customer retention rather than acquisition and will need chief customer officers to oversee excellent customer experiences across all touchpoints. The future will require proactive support, more self-service options, using analytics to drive meaningful engagement, and empowering frontline staff to solve customer issues.
This document discusses the challenges facing corporate call centers and how cloud-based solutions may help address them. The three key challenges are: 1) a credibility gap between marketing promises of excellent customer service and the actual call center experience, 2) a sales gap in losing potential sales due to poor call handling, and 3) technology limitations of legacy on-premises call center systems. Cloud-based call centers offer lower costs, greater flexibility, and ability to provide improved customer service across multiple channels. Case studies demonstrate cloud systems can increase customer satisfaction metrics and revenue growth compared to traditional call centers. The document concludes cloud technology can help call centers overcome challenges by converging applications to reduce costs while improving customer support and sales.
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
The document discusses the future of customer care and different models for providing customer support. It analyzes machine, human, individual and community-based approaches as well as self-service, smart care, customer support and communal support. Specific technologies and trends are also examined, including predictive assistants, artificial agents, video vaults, little data, network narratives, mobile communities, gamification and more. The future of customer care is seen as relying more on new technologies but also understanding customers at an individual level.
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
The time to embrace social channels is now. And incorporating social media strategy is the fast track to providing truly exceptional customer service. Service Cloud and Marketing Cloud have teamed up to show you how customer service and marketing are more closely linked than ever. Use social channels to:
Listen to customers where they are talking
Engage them in more personalized ways
Resolve cases quicker and delight customers
Transform service and create brand advocates
"So much of good customer service is context . . . A customer who has called or tweeted about the same issue three times within the last three months is a very different customer than somebody who just bought the product yesterday." —Tony Kavanagh, VP, Marketing, Salesforce Service Cloud
1) Customer experience has become a hot topic and focus for both B2B and B2C companies. 89% of companies will compete based on customer experience by 2017.
2) The document provides questions to evaluate a company's customer experience management and metrics. It also outlines 4 ways to improve customer experience: define problems solved, focus on ideal outcomes, identify critical moments, and eliminate unnecessary aspects.
3) Focusing on critical customer moments and using a unified CRM system can help measure customer value and increase business performance. Stopping unnecessary activities can free up resources for more impactful customer experience improvements.
The document provides information about prominent business schools in Pakistan including IBA, LUMS, CBM, and SZABIST. It discusses the programs offered at IBA and LUMS and eligibility criteria, admission processes, fees and scholarships for admission. The document also provides tips for test preparation and examples of students who were admitted to IBA and LUMS. It announces upcoming admission seminars and shares results and SAT score improvements achieved by students who received counseling from IBAGRADS.
Saul Bass was a remarkably skilled designer, having mastered the art of Graphic Designing, Title Designing & Film Direction. He was inspired by modern stylized aesthetics, which was evident in his animations. Had an extra-ordinary flair for Visual Communication Designs.
The document is about the speaker's favorite sport, basketball. It provides background on the origins of basketball in 1891 by James Nasmith. It discusses prominent Spanish basketball player Ricky Rubio and includes an interview with Spanish NBA player Rudy Fernandez. It also describes the Copa del Rey basketball competition in Spain and concludes with the speaker asking his mother for permission and money to attend a basketball match.
deck used to convey "some things i wish my curriculum had taught me"; contains the (unofficial) survey results from fellow brods/sisses of SMM and from friends/colleagues who are graduates of the curriculum; thanks to you all for the help!
This document describes Xavier University's on-campus medical programs in various locations through partnerships. It summarizes Xavier University's campus in Bonaire, Netherlands Antilles, which offers a 4-year MD program condensed into 3 years. It also discusses partnerships with universities in the Philippines and China to offer MD, nursing, and other health programs through Xavier University's education management company ALLTERE. Key programs include MD degrees with clinical training opportunities in the US, UK, Canada, or Australia.
Barreras arquitectónicas. viviendas accesibles.José María
Las barreras en el entorno y en las viviendas son obstáculos, muchas veces, más importantes para las personas con movilidad reducida que sus propias limitaciones funcionales.
About- Face: Reflections on Growing an Open-Source Mentalityicemobile
This document discusses how adopting an open source mentality at PayPal improved their technology, processes, and culture. It describes how using Node.js as a "Trojan horse" helped change PayPal's traditionally risk-averse culture by starting small and building transparency. Open source practices like relying on community conventions, assuming good faith, and prioritizing documentation helped PayPal developers work more effectively and build trust both within the company and with the external community.
The document describes a statistics survey project conducted by a group of students on diabetes. The objectives of the survey were to test male young adults' knowledge of diabetes, analyze perceptions of diabetic symptoms, and obtain accurate results from 200 respondents. The group surveyed male respondents aged 21-30 at a university campus and mall over 3 days. They analyzed the responses and compiled statistics on topics like types of diabetes, transmission causes, symptoms, treatment costs, and prevention methods. Most respondents believed diabetes affected 2-3 out of 10 Malaysians, was transmitted by diet, and its prevention rate was 30-50%.
The document summarizes new residential construction statistics for March 2016 in the United States. It finds that privately-owned housing units authorized by building permits decreased 7.7% compared to the previous month but increased 4.6% compared to March 2015. Housing starts decreased 8.8% month-over-month but increased 14.2% year-over-year. Housing completions increased 3.5% month-over-month and 31.6% year-over-year.
Este documento describe los orígenes e historia temprana de Internet. Explica que la idea de una red galáctica de computadoras interconectadas se originó en los años 1960 y fue impulsada por investigadores como Licklider en el MIT y Kleinrock. En 1969 se instaló el primer nodo de ARPANET en UCLA, considerada el primer paso hacia lo que hoy conocemos como Internet. En los años siguientes la red creció rápidamente con más nodos y el desarrollo de protocolos como NCP que permitieron el uso de aplicaciones como el correo electrónico
This document outlines the key roles and responsibilities in product management. It discusses roles like product marketer, product manager, sales product champion, and technical product champion. It also covers responsibilities like product marketing, product development, inbound and outbound product management. Specifically, it notes that product marketing involves considerations like product life cycle, differentiation, naming, branding, competition monitoring and promotion. Product development involves testing, defining requirements, and assessing business cases and feasibility. It concludes by posing questions about understanding customer needs, problems, desired experiences, role specialization, and employer considerations.
Grafico diario del dax perfomance index para el 08 02-2012Experiencia Trading
Este documento presenta un análisis técnico del índice DAX alemán. Muestra gráficos diarios que representan varias medias móviles simples como líneas de soporte y resistencia potenciales. El análisis indica que mientras el DAX se mantenga por encima de 6,400 puntos existe un sesgo alcista con objetivos entre 7,000 y 7,600 puntos, pero si pierde los 6,400 puntos el objetivo sería entre 6,200 y 6,000 puntos. A corto plazo, el objetivo es
The document provides information about the 10th Annual Technology Fast50 2014 India awards, which recognizes the fastest growing technology companies in India. Some key details:
- It celebrates 10 years of the program and recognizes excellence in technology. Bangalore companies led the rankings, with 17 in the top 50.
- The overall winner was Brain4ce Education Solutions Private Limited, with a three-year revenue growth of 2768%. The second and third place winners also had growth over 1000%.
- Internet-based businesses dominated the top spots again this year. Growth rates were more muted compared to 2013 but more stable across companies.
- Education, mobility, and enterprise products emerged as major themes among winners, with
Peran ilmu sejarah peradaban kedokteran islamaufia w
Ilmu Farmasi adalah ilmu yang menyatukan materi biologi dan kimia dalam penyajian, pembuatan, penyimpanan obat-obatan. Dalam pelajaran yang menyatukan biologi dan kimia yang merupakan ilmu yang menguak kekuasaan Allah, dengan rahasia-rahasia yang tak dapat dicakup dalam jangkauan pikiran manusia.
Pelajaran Sejarah Peradaan Kedokteran Islam (SPKI) disini berperan bagi mahasiswi farmasi untuk memberikan dasar-dasar pemikiran atas kekuasaan Allah dengan menguak sejarah-sejarah lampau , berdasarkan kontribusi umat islam yang juga memiliki peran penting pada ilmu farmasi ini, utamanya ilmu farmasi umat islam menjadi perintis berdirinya ilmu farmasi.
The document discusses 5 trends for the future of customer experience:
1. Easy experiences will drive loyalty more than operational quality alone. Customers who find interactions easy are 40% less likely to churn.
2. Omnichannel support will be expected as the norm, with customers wanting easy switching between channels.
3. Webchat is a fast growing channel preferred by 26% of customers for its productivity and support while online.
4. Smartphones are fundamentally changing customer behaviors, especially among younger users.
5. The contact center model will need to change to support networked experts that can help through multiple channels from various locations.
The Autonomous Customer: Trends shaping the future of customer serviceNicola Millard
Based on research from both the UK and the US, this presentation explores the trends that are challenging the delivery of customer contact and contact centres into the future.
PATEO - Automobile Artificial Intelligence (AI) in China, a Digital Marketing...Kate Gilchrist
A Digital Marketing Case Study of IT corporation PATEO (based in Shanghai), exploring the market for smart automobiles and the emergence of AI in the automobile industry.
Our guest speaker, Nicola Millard – Customer Experience Futurologist at BT, looks at how traditional business models are being challenged by both customers and employees as new technologies and new ways of collaboration emerge.
Adapting Your Pipeline to Marketing’s New DynamicsScott Salkin
Scott Salkin, President of BMA Phoenix and Founder/CEO of a B2B marketing firm, as he shares data and insight behind dramatic shifts taking place in the IT sales cycle as customers are literally becoming the ‘hunter’ and sales organizations the ‘hunted.' Learn how to react to this revolution in the sales cycle, as opportunities are still abundant, and how Avnet can continue to help you drive demand in this ever changing marketplace.
Cisco webinar serving the connected customergarycoville
This is a presentation delivered by Cisco and eGain in January 2015 focused on how to deliver the Total Customer Experience through an omni-channel solution
British Telecommunications plc (BT) invests heavily in research and development (R&D), spending over £2.8 billion in the last 5 years. As one of the largest investors in R&D in both the fixed line telecom sector and overall in the UK, BT employs over 13,000 scientists worldwide. The document discusses trends in digital customer experience based on a survey of over 25,000 consumers globally. Key trends include consumers preferring easy, simple interactions across channels like phone, webchat, SMS and in-person. Video interactions are growing in popularity for complex issues or product demonstrations. Chatbots show promise but still have limitations, and security remains an important concern for digital interactions.
In our first spring Engage meet-up we explored different ways of making IT more human-centered. Melvin Brand Flu, director of strategy and business design at Livework, talked about architecting the customer experience in a large organisation.
http://engagerotterdam.com
http://liveworkstudio.com
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
From Cost Center to Experience Equation: How Technology is Shaping Modern Cus...Totango
This document summarizes a presentation about how technology is shaping customer interactions. It discusses how smartphones, the on-demand economy, and empowered customers are impacting relationships. It also covers the risks of poor customer service and the need to view support as an "experience equation" rather than a cost center. The presentation provides examples of technology trends like cloud, AI, APIs, and UX that enable superior experiences. It also highlights a success story of a company that improved customer service with a new communications platform.
Critical Channels of Engagement: What Consumers WantPrecisely
After this session, you’ll be able to:
- Understand the key channels of engagement for consumers
- Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
- Outperform your competitors by better engaging clients through THEIR channels of choice
Brandwatch & Conversocial: How to turn your social insights into proactive cu...Brandwatch
Many organizations are saving significant sums of money as a result of aligning their customer service strategies with digital and social channels.
Conversocial’s highly trusted social customer service solutions combined with Brandwatch social data puts the perfect right at brands’ fingertips to better understand their customers, and help them with issues and questions.
Join Venu Konda, VP of Partnerships & Channels at Brandwatch and Chris Venus, Global Director of Professional Services at Conversocial for this free webinar where they will discuss the importance of proactive social customer care, the value of a consistent brand voice, and how to integrate social customer service across your enterprise.
This document summarizes a customer service delivery event held by the Engage Business Network. The event featured presentations on customer service and branding from Marks & Spencer, generational marketing trends from Henley Business School, and the future of customer experience from BT. Several new members also joined the network and updates were provided on key initiatives to understand senior customers and foster inclusive design.
This document summarizes a customer service delivery event held by the Engage Business Network. The event featured presentations on customer service and branding from Marks & Spencer, generational marketing trends from Henley Business School, and the future of customer experience from BT. Several new members also joined the network and updates were provided on key initiatives to understand senior customers and foster inclusive design.
Slides from the latest Engage Business Network seminar on "Customer Service Delivery". Guest speakers inluded Jo Moran (Marks & Spencer) and Nicola Millard (BT).
ReFrame: Customer Experience is the new MarketingJaylineKarusi
A frank discussion into the hard realities of Customer Experience delivery in Kenya, including immersion into methods and tools to use in creating proactive forward thinking customer solutions.
Social CRM DeMystified: The Business & Customer Benefits Mzinga
The document discusses social CRM, including its definition, benefits, and how companies can get started with it. Social CRM is defined as transforming the customer experience through collaboration and engagement between customers and businesses. It provides benefits such as reducing costs, improving customer loyalty, and gaining market insights. The document provides examples of how companies have used social CRM and recommends businesses determine goals, recruit champions, focus on value, and monitor efforts.
Structural Design Process: Step-by-Step Guide for BuildingsChandresh Chudasama
The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
HOW TO START UP A COMPANY A STEP-BY-STEP GUIDE.pdf46adnanshahzad
How to Start Up a Company: A Step-by-Step Guide Starting a company is an exciting adventure that combines creativity, strategy, and hard work. It can seem overwhelming at first, but with the right guidance, anyone can transform a great idea into a successful business. Let's dive into how to start up a company, from the initial spark of an idea to securing funding and launching your startup.
Introduction
Have you ever dreamed of turning your innovative idea into a thriving business? Starting a company involves numerous steps and decisions, but don't worry—we're here to help. Whether you're exploring how to start a startup company or wondering how to start up a small business, this guide will walk you through the process, step by step.
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
https://rb.gy/usj1a2
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
❼❷⓿❺❻❷❽❷❼❽ Dpboss Matka Result Satta Matka Guessing Satta Fix jodi Kalyan Final ank Satta Matka Dpbos Final ank Satta Matta Matka 143 Kalyan Matka Guessing Final Matka Final ank Today Matka 420 Satta Batta Satta 143 Kalyan Chart Main Bazar Chart vip Matka Guessing Dpboss 143 Guessing Kalyan night
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
5. Agenda 13:30 Registration 14:00 Chair’s Welcome – Ian Rutter – Senior Manager, Engage Business Network Speakers 14:10 Jo Moran - Head of Customer Service, Retail Communication and Activity and Staffing, Marks & Spencer 14:45 Professor Moira Clark - Head of Marketing and Reputation, Director of The Henley Centre for Customer Management, Henley Business School, Reading University 15:20 Break and refreshments 15:40 Dr Nicola Millard - Customer Experience Futurologist, BT 16:15 Questions and debate 16:30 Drinks and networking 17:15 Close
6. Customer Service & Your Brand: The Key Ingredient Jo Moran Head of Customer Service, Retail Communication and Activity and Staffing Marks & Spencer
7. “ ... Name, term, design, symbol, or any other feature that identifies one seller’s good or service as distinct from those of other sellers...” American Marketing Association
8. “ A brand isn’t what you say it is, it’s what Google says it is” Chris Anderson, The Long Tail
9. The customer voice… it’s loud and it’s out there! SALE CUSTOMER: I went to your xxxx store last week, it was like a jumble sale rails and rails of tat! Even one of the staff commented about it, good idea to send it to the charity shops. CUSTOMER : Just been in xxxx - hardly anything in the sale - at least, not anything I wanted. :( HOW WILL YOU BE CELEBRATING NYE? CUSTOMER : Would have been celebrating with a few more crisps & dips, but M&S xxxx decided to shut their doors 20 minutes early. CHRISTMAS CUSTOMER : I tried 4 branches in west London for bread sauce and couldn't get any. In the largest branch at xxxx the customer
12. Service is the KEY ingredient Customer Experience Product Environment Service
13. Engagement matters Making a connection Adding Value Employee Satisfaction Employee Loyalty Business Performance Investing Your Time Customer Satisfaction Customer Loyalty
14. Creating a Service Model... WHAT I’M LIKE AND WHY I’M HERE WHAT I KNOW WHAT I DO MOST MORE LESS Customer Me DELIGHT WELL-OILED MACHINE
15. The customer view.... 1 st Position You & Your Role Your Knowledge Your Experience 2 nd Position Your Customer Their Feelings Their Needs 3 rd Position Your M&S Future Sales Brand Reputation
16. Serving the Autonomous Customer Dr Nicola J. Millard Customer Experience Futurologist BT Global Services [email_address]
17. Customers are Changing 1 0 1 2 3 4 5 2 Copyright - BT Global Services/Avaya, 2012 I like to take time to make the right decisions in life 83% I’ve got a very good attention to detail 78% I let my heart rule my head when it comes to making decisions 30% I plan and research most of my purchases 78% I enjoy chatting for long periods of time with friends, family, colleagues 59% I never have enough time to get everything done in life 53% I buy more from companies that make it easier for me to do business with them 83% Loyalty is a thing of the past 46%
19. Walk in Your Customer’s Shoes http://www.inclusivedesigntoolkit.com/
20. Tunnel Vision Macular loss Retinopathy Cataracts Copyright - BT Global Services/Avaya, 2012
21.
22.
23.
24. The Call Factory : The “Cat in the Box” Dilemma Deery, S. and Kinnie,N. (2002), Call Centres and Beyond: A Thematic Evaluation, Human Resource Management Journal Cartoon: Rinat Baibekov http://www.rinat-baibekov.com / “ Service delivery has been crafted into an engineering model where tasks have been simplified, services must conform to predetermined design specifications and the production process has been constructed to minimise labour costs”. Deery & Kinnie, 2002. Copyright - BT Global Services/Avaya, 2012
26. Changing Channels (2) 60% agree “I continually change how I contact an organisation”. Copyright - BT Global Services/Avaya, 2012 10% select social media (Facebook, Twitter, customer forums, etc) as a preferred channel for future contact with organisations
27.
28. The Networked Expert Copyright - BT Global Services/Avaya, 2012 “ The complexity of enquiries now is amazing – especially now in a time of financial uncertainty. With complexity comes longer calls and higher expertise. Contact centres, especially, have never been viewed for what they’re becoming” CIO, UK Retail Bank.
29. Networking Experts: Contact Centres in the Cloud Martine Katie Anthony Copyright - BT Global Services/Avaya, 2012 I’m able to bring in extra income and with the flexibility it gives me it does not interfere with my first job as a stay-at-home mum I enjoy the opportunity to work from home - the commute is short and I never have to worry about traffic! I’m semi retired. Working from my home, part time allows me a schedule that not only supports BT but also fits with my life.
30. Customers Bypassing Organisations Copyright - BT Global Services/Avaya, 2012 Only 25% agree Most of the online recommendations I read on the internet are not very useful 31% agree I trust the content on customer forums, it's unbiased and reliable 51% agree I trust the content on a customer forum more than an organisations' website Only 24% agree I trust the content on an organisation's website or forum, it's unbiased and reliable 83% agree I use reviews of products and services on the internet to check quality 37% agree I contribute to online forums, online reviews e.g. Trip Advisor etc
31. Customer Collaboration – Online Forums are Popular Helping other consumers with problems with their products and services 20% say it would really add value
32. T h a n k Y o u Dr Nicola J. Millard Customer Experience Futurologist BT Global Services [email_address] Twitter: @DocNicola BT Viewpoint: http://www.blog.bt.com/viewpoint Copyright - BT Global Services, 2012
Editor's Notes
Inclusive Design is at http://www.inclusivedesigntoolkit.com/betterdesign/
But remember that people are diverse and we have a growing elderly population and products need to work for elderly people. Here we see the effect of sight loss, from top left Tunnel vision Macular loss Retinopathy Cataracts Retinopathy is quite common with people who suffer from diabetes. What you can see is how challenging small buttons and print can be.