Articles

Title Datesort icon Author Views Comments
Knowing Your Customer: There's Big Value for Companies That Can Harness Big Data 2013-04-28 joe_mcfadden 1,345 1
Keeping it Human: The Key to Success in Multi-Channel Customer Service 2013-04-19 eric_mckirdy 1,637 0
How Partner Relationship Management (PRM) Systems Improve Channel Sales Performance 2013-04-15 sdesrosiers 997 0
IBM vs. HP: Stark Contrasts in Leadership and Innovation 2013-04-05 ernest_von_simson 958 0
ScottishPower Uses a Balanced Scorecard of Metrics to Drive Customer Service Excellence 2013-04-04 bob_thompson 1,485 0
Where is the Business Value in Big Data? 80 Percent of Senior Executives Don't Yet Know 2013-03-29 barbara_bernard 562 0
How to Connect Your Unique Value Proposition (UVP) With Style 2013-03-28 patrick_mcclure 997 0
The Key to Success with Employee Empowerment: Work Backwards from the Customer 2013-03-17 bob_thompson 1,728 1
Global Brand Power: Experiential Positioning of a Brand 2013-03-13 barbara_kahn 2,039 2
Employee Engagement: Putting the Cart Before the Horse? 2013-03-10 bob_thompson 2,013 4
Harness Three Social Trends Impacting Customer Support Teams (and Boost Your Bottom Line) 2013-03-06 robert_johnson 1,455 2
Emotion is the Key to Transform Satisfied Customers into Devoted Advocates 2013-03-05 chipong.wong 1,017 0
Want to Empower Call Center Agents to Delight Customers? Improve Your A.I.M. 2013-03-03 bob_thompson 2,124 0
An Apple a Day Keeps Customers Coming Back: The Low Costs and High Returns of Fresh Customer Service 2013-03-02 michael_brown 914 0
Contact Center Metrics: AHT is Out, FCR is In (But Not Enough!) 2013-02-26 bill_price 1,295 0
Deliver an Encore Performance With Customer Analytics: Contact Center as the Maestro 2013-02-25 spence_mallder 1,271 0
Retail Customer Experience: Six Innovative Data Strategies to Boost Real-Time Relevance 2013-02-15 toddchu 1,663 0
Five Big Ideas to Profit from Analytics and Big Data 2013-02-10 bob_thompson 2,227 0
Customer-Centric Thinking: A Collaboration of Man and Machine 2013-02-06 bob_thompson 1,531 2
CRM in the Cloud: Data Quality is Still the Key to Success 2013-02-06 nigel_turner 1,402 0
What Lies Ahead for Customer Service in 2013 2013-02-01 james_norwood 1,620 0
Sessionless Merchandising in a Socially Networked World 2013-01-29 peter_friedman 1,248 0
Listening to the Voice of Customers: Can You Answer These 5 Key Questions? 2013-01-28 bob_thompson 3,413 1
Use Digital Analytics to Break Down Marketing Silos, Gain Real Customer Insight 2013-01-17 pelin_thorogood 2,863 0
When Driving Customer Loyalty, Less Is More: 5 Tips to Picking the Most Memorable Benefits 2013-01-17 Fred Thompson 2,038 1

MarketPlace

Boost Customer Satisfaction & Loyalty at SCORE 2013

[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.

Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?

[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.

eMetrics Summit

[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.

Predictive Analytics World

[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.

Confirmit’s Community Conference ’13 – London and Las Vegas

[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.

Global Customer Experience Management (CEM) Certification Program

[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Customer Experience Certification

[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.

Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In

[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.

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