Futurelab

NOVEMBER 9, 2021

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made. I’ve previously written about prioritization methods and criteria: Tags: Annette Franz (Gleneicki) customer experience decision making leadership prioritizing Facebook Like.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

NOVEMBER 9, 2021

When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. You used to speak in hours and days, and now it’s months and quarters. You used to obsess about innovation and being at the front of the market, and now you’re feeling bogged down shipping table-stakes features.

Innovation 257

Innovation Start-ups 257

Futurelab

NOVEMBER 9, 2021

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a reminder that developing personas is so important to customer experience design. And it’s a reminder that we should be finding products for our customers, not customers for our products.

Customer Experience 246

Customer Experience 246

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

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Futurelab

NOVEMBER 9, 2021

You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? Tags: Annette Franz (Gleneicki) action change change management CX vision Facebook Like. Linkedin Share Button.

CX 130

CX 130

Uniphore

NOVEMBER 9, 2021

Contact centers can adapt to a post-pandemic world and be future-ready with conversational AI and automation. Over a year after the onset of the pandemic, contact centers are looking to transform and enrich their operations with conversational AI and Automation technologies. Call volumes have increased and the pressure to deliver an exceptional customer experience while keeping costs down continues to be a challenge.

Contact Center 130

Contact Center AI Compliance Technology 130

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. In a digital-first post-pandemic world, organizations need to pay close attention to the customer experience and agent experience alike. Emerging technologies like Artificial Intelligence, Machine Learning, and Intelligent Automation are helping brands not just to thrive but succeed in a post-pandemic world.

AI 130

AI Artificial Intelligence CX Machine Learning 130

Customer Think

NOVEMBER 9, 2021

As a chief marketing officer (CMO) or senior B2B marketing professional, there are few things as satisfying as earning and maintaining the trust of your CEO, and for that matter, the rest of the executive team. Conversely, if you do not have this trust, your professional life can be quite painful. In my career, I’ve […].

B2B 136

B2B 136

Help Scout

NOVEMBER 9, 2021

Use this guide to identify your specific support software needs, understand the types of solutions to look for, evaluate your options, and get leadership buy-in.

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Customer Think

NOVEMBER 9, 2021

One of the most effective ways to stand from your competition in today’s competitive market is to provide stellar customer service. By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. This article covers ten essential metrics or KPIs that […].

Customer Service 129

Customer Service 129

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.

Retail

Zonka Feedback

NOVEMBER 9, 2021

The Software-as-a-Service (SaaS) business industry is one of the fiercely competitive marketplaces. No wonder the brands have to go out of their way to acquire customers. However, the challenge doesn’t end there.

Customer Retention 98

Customer Retention Customer Feedback 98

Customer Think

NOVEMBER 9, 2021

The success of any marketing plan depends largely on how well it accounts for the business and economic conditions that exist when the plan is executed. Therefore, as marketing leaders develop their plans for 2022, it's vital that they assess what th.

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Conversation Agent

NOVEMBER 9, 2021

Although we are seeing a Renaissance in the products arena—wearable technology, 3D printers, all kinds of sustainable materials, ways of building, modes of transport like bicycles, etc.—we are squarely in a service economy. From software to transportation as a Service. I call it the promise economy. The level of confidence in what you offer comes from a combination of addressing the five dimensions of risk your customers face, and the type of experience you offer through service.

Transportation 95

Transportation Technology Technology 95

Customer Think

NOVEMBER 9, 2021

The biggest cost of any organization is that of the wage bill. While commercial organizations, seek to keep costs to a minimum, there is a tendency especially in large businesses, for staff salaries to be supressed while that of senior management to be inflated. For larger businesses, where the marketing function has expanded into various […].

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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.

Voice of the Customer

Fonolo

NOVEMBER 9, 2021

Contact centers have faced some serious ups and downs in the past few years. Just a year ago, we made some bold predictions around the direction this industry would take – and now, the results are in! While customer empathy, hybrid work, and improved contact center technology were definitely hot topics, there were some 2021 trends we didn’t see coming – namely the shortened customer journey, customer demand for immediate support, and of course, the Great Resignation!

Contact Center 87

Contact Center Artificial Intelligence Social Media AI 87

Zendesk

NOVEMBER 9, 2021

Every company needs a sales plan. Without a plan, it’s easy to lose track of sales goals, lose momentum, and ultimately, lose money. Sales budgets can help—they make it easier to form concrete sales plans and greatly simplify sales management. In this article, we’ll cover what a sales budget is, why it’s important, and how to best create one for your business.

Sales 93

Sales CRM Start-ups Gaming 93

Customer Think

NOVEMBER 9, 2021

I’ve used Twitter and FB Messenger as a quick way to connect with companies whenever I have needed to, but over the last 2 weeks, I’ve used WhatsApp for the first time. I have found WhatsApp to be a great way to engage intuitively and conversationally and ultimately to get the issues I had resolved […].

Customer Experience 80

Customer Experience Omnichannel 80

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. These programs often have shared stakeholders, reach out to the same audience, and may share a budget. As such, it’s imperative that your market research and CX programs operate as a joint package. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you ru

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

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

Retail

Shep Hyken

NOVEMBER 9, 2021

Leading With We . How Businesses Can Lean into Their Purpose. Shep Hyken interviews Simon Mainwaring, Founder & CEO of We First , a strategic consultancy accelerating growth and impact for purpose-driven brands.?He is the author of Lead with We: The Business Revolution That Will Save Our Future. They discuss why companies should take part in creating solutions to the significant issues that the world is facing today.

Customer Experience 61

Customer Experience Customer Service 61

Intercom

NOVEMBER 9, 2021

Proactive support is a lifesaver for busy teams looking to provide exceptional support at scale. By allowing support teams to get ahead of known problems and provide help to customers before they need to reach out, proactive support has enabled major companies to scale their support without increasing headcount, drive down inbound conversation volumes ( in some cases by up to 80% ), and maintain incredible customer satisfaction ratings.

Non-Profits 59

Non-Profits Start-ups Customer Satisfaction Customer Experience 59

Customer Think

NOVEMBER 9, 2021

Enhancements to Litmus Proof, Builder, and Email Analytics solutions and its new Adobe and Intilery integrations help marketers drive revenue, convert business goals.

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SurveySensum

NOVEMBER 9, 2021

What is a survey response rate? What is the significance of survey response rates? How to achieve an 80% survey response rate for your B2B SaaS? Set the expectations while onboarding. Segmentation. Pre-notify your customers . Survey frequency . Personalize your emails. Make your survey fun and easy on the eyes. Set-up reminders. Get your email address whitelisted.

B2B 52

B2B Start-ups Net Promoter Score VOC 52

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

CX

MyCustomer Experience

NOVEMBER 9, 2021

WWe’ve seen a huge evolution in how brands acquire and retain customers in the past decade. Digital engagement has become king, and any (. 9th Nov 2021. By Steve Davies Marketing and Communications Manager.

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Execs In The Know

NOVEMBER 9, 2021

PHOENIX, Ariz., November 9, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce its upcoming Outsourcing Briefing — a special virtual event designed exclusively for end-user corporate brand practitioners. The Briefing will take place December 9, 2021 from 11:30 AM–1:30 PM ET, followed by a private, corporate peer-to-peer discussion on December 10, 2021 from 11:30 AM–12:30 PM ET.

CX 52

CX Customer Experience 52

MyCustomer Experience

NOVEMBER 9, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 9th Nov 2021. By Rhys Fisher Editorial Assistant.

CX 69

CX Customer Experience 69

SugarCRM

NOVEMBER 9, 2021

Marketers used to spend an incredible amount of time on tactical activities that are incredibly time-consuming and often quite ineffective. These activities were generally done in different systems and then combined manually to execute a campaign. The results varied and were difficult to measure accurately. To impact the quality and quantity of the leads marketing is delivering to sales, a marketer needs a complete marketing automation platform, which offers concrete solutions to the most common

Start-ups 55

Start-ups Sales CRM Technology 55

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

Retail

Qualtrics

NOVEMBER 9, 2021

A leadership exodus is coming. Learn why senior leaders – and female senior leaders, in particular – are leaving and what actions your organization can take now to retain your leadership talent. Before you finish writing your playbook for the year ahead, there’s something you should know about your leaders. They’re exhausted. They’re burned out. And many of them are planning to leave.

Technology 52

Technology Technology 52

Customer Think

NOVEMBER 9, 2021

New module improves team efficiency, quantifies efforts accurately, prioritizes resources and optimizes processes.

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Execs In The Know

NOVEMBER 9, 2021

PHOENIX, Ariz., November 9, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce its upcoming Outsourcing Briefing — a special virtual event designed exclusively for end-user corporate brand practitioners. The Briefing will take place December 9, 2021 from 11:30 AM–1:30 PM ET, followed by a private, corporate peer-to-peer discussion on December 10, 2021 from 11:30 AM–12:30 PM ET.

CX 52

CX Customer Experience 52

Knowmax

NOVEMBER 9, 2021

The post How to Go Digital through KM-enabled self-service? appeared first on Knowmax.

Customer Experience 52

Customer Experience 52

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.

CX