Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. Lack of human touch: Commerce may have moved online years ago, but the pandemic accelerated the move towards "contactless" and "hands-off." However, obstacles still loom. supply chain isn’t smoothing out.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Intercom, Inc.

APRIL 29, 2021

And if starting a new role wasn’t challenging enough, the show started filming a couple of weeks before the COVID-19 crisis, meaning that we got to watch in real time as she faced the challenges of pivoting to remote work. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Innovation 118

Innovation B2B Start-ups Education 118

VOZIQ

DECEMBER 17, 2020

We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. These blogs have garnered significant appreciation from your fellow readers. In customer retention scenario, it would be how many at-risk customers the model has identified and how accurately it has done so.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. However, you still have a say in how well your business makes it through this period. The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. Recovering from the Effects of COVID-19.

Customer Retention 94

Customer Retention Manufacturing Finance Touchpoint 94

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Customer Retention Is Your Future. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. The pandemic has given us a once-in-a-lifetime opportunity to reinvent how we work.

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. A lot has changed in the last 18 months. From how consumers behave to the way businesses conduct their service and delivery operations, the COVID-19 pandemic has sent out many ripples.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These are: Formalizing work-from-home (WFH) requirements and management.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These are: Formalizing work-from-home (WFH) requirements and management.

Contact Center 52

Contact Center Touchpoint Government CX 52

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. So we’re trying to balance, one, having a vision for the future. Offset Anxiety Through Clarity of Vision.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . From a business perspective, banks and other institutions were left scrambling to adapt to their customer’s needs, which changed practically overnight. . The Current State of Banking CX.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Intercom, Inc.

JUNE 23, 2022

Software buying is undergoing a transformation, as is the case with many industries in the post-pandemic market. That’s why, for the past five years, Amanda Malko has been thinking about how marketplaces change the way people buy software, helping B2B SaaS businesses find reputable software that can help them grow their business.

B2B 118

B2B Education Start-ups Agriculture 118

Lightico

AUGUST 19, 2021

What does the future look like for regional and community banks? Banking executives from across the United States discussed the unique challenges they face in competing against their larger counterparts, what they’re doing to adapt to recent trends, and how they can gain the highest return from their technology investments.

Real Estate 52

Real Estate Innovation Gaming Customer Loyalty 52

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Ultimately, customer service and contact centers have not been immune to these changes. Challenges have emerged in the past two years.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. But there is another factor to consider: yours is not the only enterprise seeking to adapt to the changes coronavirus has wrought. We suggest implementing the following.

Technology 106

Technology Technology Innovation Customer Satisfaction 106

Intercom, Inc.

FEBRUARY 23, 2022

Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. In the face of what some have dubbed the “Great Resignation”, the question is: how do you get employees to stay? Short on time?

Start-ups 118

Start-ups Social Media Education Customer Service 118

Zendesk

APRIL 15, 2021

Here at Zendesk, the Brand Team works on all aspects of the brand—internally and externally facing. If not, this blog post explains what the slogan embodies for us as a company. We thought about what customer service might look like in the future. What if Zendesk, the champions of customer service, changed the world?

Entertainment 83

Entertainment Gaming Customer Service 83

Uplifting Service

MARCH 17, 2020

People are working in a time of tremendous uncertainty and stress. The future of your workforce is unpredictable. The future of your workforce is unpredictable. Staff are increasingly working from home. Pandemics naturally pull people apart. The health of people near you may be threatened.

Social Media 83

Social Media Government Innovation Gaming 83

Totango

JULY 21, 2020

In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception.

VOC 65

VOC Customer Retention Voice of the Customer 65

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations. Offer Relevant Communications. Proactively Provide Value.

NPS 118

NPS Customer Experience 118

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. Customer centricity requires that your go-to-market functions work in sync. – Waleed AlHamdan.

Finance 84

Finance B2B Education Sales 84

Customer Bliss

MAY 6, 2020

How are you leading your organization? With a plan on how you communicate with all of your business stakeholders when times get difficult? Horst shared some expert advice to help guide leaders who have to make tough decisions as we navigate our way through this pandemic. There may be strategies to change.

62

62

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. With a strong customer relationship, you and your customers should be able to work together to plot a path to success during this time and beyond. How to Encourage Renewals.

Start-ups 62

Start-ups Construction Finance Customer Retention 62

Totango

MAY 29, 2020

The scale of the current health crisis may be unparalleled, but we have all dealt with the challenge of how to retain at-risk customers before, even if there may be more of them than usual at the moment. Everyone wants to support their customers during this time of crisis–after all, our own futures depend on their continued growth.

Hospitality 62

Hospitality Hospitality Start-ups Customer Retention 62

CSAT.AI

OCTOBER 13, 2020

This updated Don’t Diss the Tech article includes how attitudes toward AI have evolved during COVID-19 along with the quotes from Shep Hykin and Jeremy Watkin about best uses of AI in customer service that still have value today. Access to healthcare, medications and even food were impeded by the restrictions of the pandemic. .

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

Execs In The Know

NOVEMBER 30, 2021

Earlier this month, we shared some powerful insights from the event’s five keynote presentations as a part of a five-part blog series. A lot has changed in the last 18 months. From how consumers behave to the way businesses conduct their service and delivery operations, the COVID-19 pandemic has sent out many ripples.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Qualtrics

MAY 27, 2021

When the pandemic hit, many of us were suddenly asked to merge our work space and our personal space into one — but not just physically. As we (literally) brought our work home with us, it became more difficult to mentally separate the two. How are workers coping with those compounding expectations?

Technology 49

Technology Technology 49

MattsenKumar

AUGUST 23, 2021

The pandemic COVID-19 is an undeniable factor that has had negative consequences on everyday life, but it will also cause numerous major changes that will become the ‘New Normal.’ ’ After the pandemic has shut down the box office, the films industry has discovered a means to thrive on the OTT platforms.

Entertainment 52

Entertainment Gaming Social Media Sales 52

SurveySensum

MAY 20, 2020

In this unprecedented societal shift, as the reality of this new COVID-19 pandemic took the world by surprise, it has affected everyone’s life. In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. How will COVID-19 affect Customer Experience?

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Execs In The Know

MAY 10, 2021

With many employees still working from home, and the continued stress related to the pandemic, it is a good time to put ourselves in agents’ shoes and evaluate if we are doing everything we can to create a healthy work environment. Working from home has been positive for some agents and difficult for others.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Totango

OCTOBER 8, 2020

The answer is you must be flexible, proactive, and prepared to learn within a changing environment. The effects of COVID-19 are undoubtedly going to linger in the market for the foreseeable future — the majority of B2B companies have cut their budgets already and many expect further spending shifts in the future.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63

C3Centricity

MAY 25, 2020

However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them. I admit, a lot has changed. Some organisations are reinventing themselves to take advantage of these changes. So what should you do? The Opportunity.

Technology 77

Technology Technology Agriculture Retail 77

Zendesk

APRIL 5, 2022

When you invest time and energy in your customer support efforts, you’re investing in your company’s future. How do you make that happen? Customer enablement works best when you take a collaborative approach to customer service. Customer enablement is a key component of excellent customer service, and changes to.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

Totango

JUNE 2, 2020

However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. It is never too late to revise your current plan or put a new one in place in order to optimize your enterprise’s resilience, both now and in the future. .

Start-ups 62

Start-ups Customer Retention 62

Steven Van Belleghem

OCTOBER 29, 2020

I still believe that streaming is the future way to go for a lot of media, but there always remains the fact that most written media, for instance happen in the local language which makes the offer a lot more fragmented and thus more difficult to stream in a manner that is beneficial for the medium ànd the streaming platform.

Education 98

Education Entertainment Sports AI 98

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Low marks mean you have some customer success work to do, but it is possible to learn how to improve NPS. . How Net Promoter Scores Work.

Net Promoter Score 62

Net Promoter Score NPS Business Operations Voice of the Customer 62

Intercom

FEBRUARY 1, 2022

The digital landscape has undergone major change since the arrival of COVID-19. The customer expectation gap has been widely reported on in the years since the pandemic, but our latest Intercom Customer Support Trends Report for 2022 shows that that gap has expanded further than ever. The good news? of support teams in 2022. .

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59