Uniphore
DECEMBER 14, 2021
Learn how to optimize outsourced customer service. operations with next-generation conversational AI. Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation. But just what does that mean—and how can outsourced service providers ensure their digital initiatives are making the right kind of impact?
Experience Investigators
DECEMBER 14, 2021
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their produce again at the grocery store.
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Customer Think
DECEMBER 14, 2021
Due to the digitalization of the marketplace, many companies have embraced online touchpoints and communication channels when it comes to lead engagement. In the middle of this shift toward online-based marketing, email has established itself as one of the main customer interaction and engagement tools for digital companies. According to data gathered by industry experts […].
Conversation Agent
DECEMBER 14, 2021
Luke told me he had found the perfect company. Every person he talked with felt similarly about his philosophy of work and he couldn't be more excited. Nine interviews later, he capped the process by talking with the Chief Executive Officer. Possibility was in the air. Then, a member of the Advisory Team decided not to move forward. Without even learning anything about him.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Customer Think
DECEMBER 14, 2021
Marketers get closer to true personalization- an essential part of customer retention The Covid-19 pandemic is undeniably one of the driving forces in the newest rise of eCommerce. When the lockdowns were announced worldwide, people had to look for a way to purchase their necessities within the confines of their own homes. While others brought […].
Steven Van Belleghem
DECEMBER 14, 2021
Driving loyalty. So, NFTs can be art, video, music, or animations that customers can purchase to access perks, join communities, or resell the asset. I talked with Jeremiah about how the NFT craze has been hot during the last few quarters of 2021, as wealthy crypto investors are collecting rare digital art, that often dramatically increases in value, or grants utility to premium online experiences, and/or is a ticket to an elite community of other NFT holders.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
DECEMBER 14, 2021
One of the primary responsibilities of a leader is our ability to enable our teams to fuel their creativity and drive innovation. Kevin Roberts (who used to be the CEO and later went on to become the Executive Chairman of one of the most creative organ.
Help Scout
DECEMBER 14, 2021
When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.
ClientSuccess
DECEMBER 14, 2021
Often, CSMs get into the customer success space because they like the excitement of working with customers or the challenge of helping users through their day-to-day problems. One area in the customer success lifecycle where some CSMs tend to get nervous is renewal conversations. This makes sense because, after all, CSMs are not in sales for a reason.
Totango
DECEMBER 14, 2021
The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers. You can use a number of methods to promote customer loyalty during the holiday season.
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.
Taylor Reach Group
DECEMBER 14, 2021
By Scott Elkin. When I landed in the technology sector 25 years ago, I recall the light-speed innovation launch pace, the enthusiasm, the optimism and how every day seemed to be turning the page on one conventional notion or another. It was a time when Silicon Valley was getting its legs, new technology daily – taking us from mainframes to PC’s, from the Central Office to the PBX, and debate was healthy over whether the mainstream networking standard would be Token Ring, ArcNet or Ethernet.
Customer Think
DECEMBER 14, 2021
Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consu.
Shep Hyken
DECEMBER 14, 2021
We Are All Customers. What Customers Expect from CX Practitioners. Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaways: Here is something brands and even CX practitioners often forget – customers just want to get things done.
Customer Think
DECEMBER 14, 2021
When customer support strategies contribute to creating happy customers, magic happens for companies. But to what degree is customer support truly reinforcing a great customer experience (CX) within today’s businesses? New research commissioned by Mitto examining the state of the customer experience highlights that there’s still room for improvement when it comes to the role […].
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.
Zonka Feedback
DECEMBER 14, 2021
For the past couple of years, remote working has been rising and has become an essential part of the lives of most corporate professionals. While companies gained some benefits from the remote working culture, they face some challenges too while carrying out their work. One of them is to keep the employees engaged, and teams bonded.
Customer Think
DECEMBER 14, 2021
Many presales and sales practitioners say they are skilled at doing demos – but are they? Organizations that achieve Level 12 enjoy remarkable scaling and amplification results and establish substantial competitive advantages vs. their peers.
Zendesk
DECEMBER 14, 2021
We’ve all heard the phrase “time is money,” and in the sales world, this axiom resonates loud and true. In every company, sales teams work tirelessly to refine the process of persuading customers to buy faster each year. Time is a valuable parameter to measure, and not only in regards to your sales teams and their productivity. The lag time between when a potential customer hears about your brand to when they finally purchase your product or service—that’s time in limbo and money down the drain.
Customer Think
DECEMBER 14, 2021
The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. And remote staff need help acclimating to their new reality, requiring enterprises to look for ways to reduce the […].
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
Zendesk
DECEMBER 14, 2021
Backordered for months, the couch Sasha ordered had finally come for delivery. Her doorway was narrow, but she had a plan. Which involved, well, a gymnastics routine of flipping and squeezing the boxed couch. Doorway conquered, she gazed down her mile-long hallway. Deep breath, she thought, and hauled. Sure, she lost two fingernails in the process, but this was a big day.
Customer Think
DECEMBER 14, 2021
The COVID-19 pandemic changed consumer habits and behavior drastically, which had a big effect on the pull that businesses such as restaurants, gyms, stores and coffee shops have on their customers. Some brands actually fared better during the pandemic in terms of increasing their loyal customer base, while others struggled to get customers going the […].
MyCustomer Experience
DECEMBER 14, 2021
We all know how the story goes –a miserly person is made to revisit his past, look at his present and recognise what his future could be if. 14th Dec 2021. By Emma Newman Head of Client Success.
Customer Think
DECEMBER 14, 2021
Innovative new platform enables product design teams to share concepts faster at any stage of development with consumers while collecting a greater quantity and quality of feedback.
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
Qualtrics
DECEMBER 14, 2021
Help your organization’s working parents and caregivers find better work-life balance. Use these 7 tips to get started. Working parents face unique challenges in the workplace, often compromising and reprioritizing their time to fulfill all of the commitments on their plates. Organizations – and managers in particular – must demonstrate empathy and support for working parents to enable them to be successful in their dual (or sometimes myriad) roles.
Customer Think
DECEMBER 14, 2021
Sellers can now take direct action based on buyer signals and win more business.
Qualtrics
DECEMBER 14, 2021
Having an effective customer service team can be a make or break for your business. One-third of consumers say they would consider switching companies after just one instance of bad customer service , and it takes 12 positive customer experiences to make up for one negative experience, so every interaction needs to be on brand and on-point. This is especially true as the world moved into an eCommerce-driven buying environment, where a support agent may have been the only human point of contact a
Uniphore
DECEMBER 14, 2021
Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions. Through Cisco’s SolutionsPlus Program, Cisco’s customers and channel partners can purchase Uniphore’s conversational automation products to enable more efficient, frictionless and secur
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
Qualtrics
DECEMBER 14, 2021
New research from Qualtrics and ServiceNow revealed 80% of customers said they have switched brands because of poor customer experience, and 43% of respondents said they were at least somewhat likely to switch brands after only a single negative customer service interaction. Poor customer service was the most cited reason for switching brands. . As people flocked to digital over the past 18 months, companies have struggled to keep up, leading to fragmented and frustrating customer experiences.
Qualtrics
DECEMBER 14, 2021
Technology has long been a central part of the employee experience. Qualtrics research shows that when employees are satisfied with their IT services and technology experience they are 230% more engaged at work, have 85% higher intent to stay, and are 13 times more likely to say that their overall employee experience at the company exceeds their expectations.
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