Shaun Belding
OCTOBER 5, 2021
Customer Service Training Mistake #2: Fail to Establish Customer Service Standards This is the second part in the five-part 5 Reasons Your Customer Service Training is Failing series exploring the most common mistakes made when implementing customer service training. Inconsistencies in customer service are a serious concern The most common concern companies have about […].
Fonolo
OCTOBER 5, 2021
The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Customer experience surveys can tell you a lot about the service callers are receiving from agents, and NPS is a key statistic you should be considering when reviewing how successful your contact center is at providing exceptional customer service.
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Uniphore
OCTOBER 5, 2021
This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. Recently, one of our unit managers informed us that a certain percentage of his team members do not take leaves of absence, do not have mood swings and will not attrite.
Sprinklr
OCTOBER 5, 2021
It’s a common misconception that customers who raise complaints do so because they have nothing better to do, or worse still, because they are looking for a way to gain free or discounted products and services. The truth is that most customers who lodge complaints do so because they are at their wits’ end — and just want their issue resolved. Today, customers expect organizations that operate online to have a presence on at least one social channel — and most likely across several.
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Customer Think
OCTOBER 5, 2021
It seems like every week I see a new research report naming leads as the top priority of B2B marketing departments. It’s no wonder CMOs focus an estimated 85% of their efforts on acquisition. Ask any sales person, “What do you want from marketing?’&nbs.
LitmusWorld
OCTOBER 5, 2021
The Importance of CX in the Post-Pandemic World If there is one thing we can say for certain, it is that the pandemic has changed the fabric of the world, including human interactions, business transactions Read more… Importance of CX in a Post-Pandemic World appeared on LitmusWorld.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Zonka Feedback
OCTOBER 5, 2021
A growth-oriented business always keeps its customers at the heart of the business. How? They are always in tune with the customers’ needs by listening to their feedback and suggestions. Listening to the customers’ voices helps businesses to find how customers perceived products and services. In addition, feedback responses also give you a fair idea of your customers’ preferences, behavior, and expectations from your business.
Zendesk
OCTOBER 5, 2021
Messaging has surged in popularity and become a go-to channel for many consumers since the COVID-19 pandemic. It looks like the trend is here to stay— 74 percent of customers who messaged with companies in 2020 plan to continue doing so. Research also shows that 76 percent of consumers like to buy products using chat or messaging, and 72 percent are more likely to make a purchase online if they can ask questions in real-time.
Customer Think
OCTOBER 5, 2021
Where do the responsibilities end for a service provider? If they provide the service as requested, should they look for other areas that need improvement too? Is this their job?
Kerry Bodine
OCTOBER 5, 2021
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Just use code CXDAY21 at checkout.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Help Scout
OCTOBER 5, 2021
Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus.
Customer Think
OCTOBER 5, 2021
The findings of the August 2021 edition of The CMO Survey were published last month. The CMO Survey is led by Dr. Christine Moorman and sponsored by Duke University's Fuqua School of Business, the American Marketing Association and Deloitte LLP. This.
MyCustomer Experience
OCTOBER 5, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 5th Oct 2021. By Rhys Fisher Editorial Assistant.
Shep Hyken
OCTOBER 5, 2021
A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ClientSuccess
OCTOBER 5, 2021
For a team to be truly successful in the customer success world, data and metrics should inform every decision made. While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer success teams can also gain a predictive advantage into long-term customer success with leading indicators. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time.
Myra Golden Media
OCTOBER 5, 2021
Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training. I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.
Customer Think
OCTOBER 5, 2021
TweetLinkedInShareEmail Should you allow prospects to enter a personal email address when they fill out lead gen forms? B2B marketers seem divided on the question. In a recent LinkedIn poll, almost half of the respondents (46%) indicated th.
Ameyo Callversations
OCTOBER 5, 2021
The entire banking system is witnessing a transition, and the global pandemic has only amplified this transformation. And the same is the case with cryptocurrencies. Bitcoin’s price has grown by 66% in February 2021. – (Source: TechCrunch) The confidence for cryptocurrency as of January 2021 is almost 100%. (Source: Binance Research). Cryptocurrency has unquestionably started to resonate with society.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Customer Think
OCTOBER 5, 2021
Image Source The COVID19 Pandemic has had a devastating impact on our economy. Plenty of small businesses had to shut down temporarily, most of them aren’t opening back up ever, as per a Yelp report. The Businesses that are looking to open up are in the middle of figuring out recovery past the Pandemic. One […].
Neosperience
OCTOBER 5, 2021
Climate change is the great challenge of the 21st century. Within a few decades the climate on earth risks becoming unrecognizable. How much? We do not know, because today we are not yet able to predict what the post climate change world will be like, nor do we know what and how many points of no return in this battle we will have to face. To help scientists, however, a new application of AI has arrived, able to function as an early warning system against climate change, when it approaches ̵
Customer Think
OCTOBER 5, 2021
Outbound call support, Lost Sales Recovery, global transcript search, and a “no-code” integration library, among key new features.
Execs In The Know
OCTOBER 5, 2021
Results from this latest research show consumer behaviors and attitudes are rapidly evolving, and much of this change has coincided with the COVID-19 pandemic. “We’re honored and grateful for the participation shown by our community in contributing and helping to shape this report. We look forward to how this research will evolve in the years to come.” — Susan McDaniel, Co-Founder and Chief Operating Officer of Execs In The Know.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Customer Think
OCTOBER 5, 2021
Today, there are many types of paid ads placed in digital spaces. You will see paid ads on Google search results and social media channels. These generally have the tag “sponsored post” One media channel that can make use of effective marketing is email send-outs. Emails have a very high ROI, mainly because the investment […].
CX Network
OCTOBER 5, 2021
Customer engagement trends suggest that companies must become more sustainable or risk losing market share.
Customer Think
OCTOBER 5, 2021
In January 2019, the Center for Investigative Reporting published an article alleging that Facebook “duped” children and parents out of their money. They looked at Facebook’s internal memos, emails, and other documents. In the end, the report concluded that Facebook enabled children to commit friendly fraud to boost revenue generated from games on their platform. […].
Knowmax
OCTOBER 5, 2021
Knowledge Management, AI and their role in digital transformation.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
Customer Think
OCTOBER 5, 2021
It is a well know observation that as organizations grow, they become more bureaucratic, with a tendency to focus more on maintaining their internal systems than delivering their purpose. In organizations, government or commercial, bureaucracy becomes increasingly important to the detriment of delivery. Little empires are born and silo mentality develops.
Qualtrics
OCTOBER 5, 2021
Personalizing your mobile customer experience improves conversion and creates higher engagement. Read these simple tips and start optimizing your in-app customer experience. With more consumers spending time on their mobile phones than ever, your app is the key to connecting to your customers in a personal and timely manner. . According to recent research, 79% of smartphone users made an online purchase using their device during the last 6 months , s o getting it right is important for busines
Customer Think
OCTOBER 5, 2021
At Sitecore Symposium, company shares its plan to help brands capitalize on the cloud to meet increasing consumer content, experience and commerce demands.
SugarCRM
OCTOBER 5, 2021
Your boss just asked you to set up a marketing strategy for your company. Your first thought is to fill up your potential and current customers’ inboxes with promotion after promotion with a few educational pieces dispersed throughout. Then you can cross “add a marketing strategy” off your list because you’re done … right? Well, sort of. Except there’s more.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
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