14 Practices That Are Hurting Your Consumer Experience

We recently asked our leading executives what word defines their professional development focus for 2023. Here are their responses… John Schembari, Senior Education Executive Investment. How do we invest participants in the professional development that they receive? Far too often, professional development is a one-size-fits-all, lowest common denominator, sit-and-get rather than an opportunity for participants

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Reading People’s Emotions: A Beginner’s Guide

“Just the facts ma’am” — Wrong! At school and university, we are constantly taught that only facts and rational, logical arguments matter. Then we enter the workforce. People’s responses seem to be driven more by feelings than by facts. Wouldn’t it be great if we “unemotional” types could figure out how people were feeling? Maybe

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CSAT vs. Sentiment Analysis: Which Is Better?

During the pandemic, organizations had to interact with their customers digitally. Contact centers provided the company’s “human face.” Without face-to-face interactions, it is a lot harder to understand how your customers feel, since you cannot experience customer behavior directly. Running a contact center is like steering a submarine: you need a periscope to see what

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How To Prepare An ROI Calculation

A very experienced technical sales professional told me something very interesting. Nearly all business-to-business sales attempt to replace an existing solution. He said: “Companies buy solutions that produce the same outputs for a lower price or produce more outputs for the same price.” What Is A Return On Investment (ROI) Calculation? Bigstock ROI calculations are

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3 Dead Ends When Conducting Business In China

China. Not so long ago, this is the market where any company in software—or any type of technology, for that matter—had to be present, somehow! To many, the Middle Kingdom seemed to be an economic roaring tiger sprinting its way to the pinnacle of the world economy. According to the World Bank, in 2019 China

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Data Never Sleeps. How Actionable Is Your Reporting?

The business seems to be doing better, but you have reporting to show how well it’s actually doing? You want to collect data and turn it into information. This allows the business to make decisions based on actionable reporting. How much business intelligence (BI) does your organization have? COTS Applications For Actionable Reporting Source –

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