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2015.05.06: Rethinking Your Customer Interactions

In this issue of theEdit Newsletter

Original Articles & Opinion
Eye on the Industry (featured news)
Selected Webinars around Customer Centricity


New platforms, another new generation (Gen Z), global business and the demand for personalization -- 4 factors that are forcing companies to rethink their customer interactions. That's our focus in this week's Newsletter.


ARTICLE: 4 CRM Innovations That You Need to Know About

This isn't your father's CRM -- that's a line my own father used to use when he talked about big changes. Good to finally get to use it myself. Innovation is finally making CRM live up the ambition of its name -- to truly manage the customer relationship. Here are some real examples of how that's happening.READ MORE


OPINION: Using Predictive Analytics to Get Out Ahead of the Customer

Engagement of customers across the customer journey has become a primary goal of CX driven companies. Leveraing predictive analytics shifts the control of the situation towards the company -- allowing personalization and prediction of customer behaviors.READ MORE 


OPINION: Tackling Customer Satisfaction in a MultiGeneration, Multi Platform Reality (Opinion)

Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z). Throw in a multitude of communications platforms and the problem gets even more complex. READ MORE


OPINION: Thinking Globally About Customer Experience

As business goes global so does the customer experience. Localization is about the whole customer experience being optimized for a language and culture -- not simply translation. READ MORE


LATEST INDUSTRY NEWS

May 04: Genesys Extends Reach of Market-Leading Next Generation Customer Experience Platform

Apr 28: CRM ENGAGE.cx Grows Customer Base 400% with New Client Signups in Retail, Healthcare and Lifestyle

May 06: Verint Gains Recognition as Core CRM vendor


UPCOMING WEBINARS

May 13: Mastering Omni-channel Customer Service: Aldo and Frost Sullivan Share
More on the Webinar

May 13: Map, Model and Mobilize Customer Experience (CX)
More on the Webinar

May 14: It's Just a Few Steps to a Personalized Experience for your Customers
More on the Webinar


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Different social platforms ...
varied experiences.

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Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

Article CX on Social

The price is very high for falling behind when there’s an evolution going on — it can be extraordinarily bad for your brand.

Connect to Customer Excellence Magazine
 
Different social platforms ...
varied experiences.

Get a wide perspective on
Loyalty | CX | Rewards | Mobile | Gamification | Omnichannel | VOC

Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

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