Futurelab
JULY 21, 2021
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Or is providing/receiving feedback more of a demoralizing exercise?
Uniphore
JULY 21, 2021
Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.
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Futurelab
JULY 21, 2021
The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer look. Tags: Annette Franz (Gleneicki) culture customer experience customer-centric culture trust Facebook Like.
Intercom, Inc.
JULY 21, 2021
The COVID-19 pandemic forced a sudden shift to remote working in one of the largest global experiments in the history of work. As parts of the world reopen, the experiment moves to its next phase – adjusting to a post-pandemic reality in which remote and in-office work are no longer “either/or” alternatives. . The transition to remote work proved employees’ adaptability – now the looming return to the office offers companies another chance to embrace the unknown.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Shep Hyken
JULY 21, 2021
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.
Customer Think
JULY 21, 2021
Businesses now realize the need for a customer-centric approach to transforming their customer experience (CX). According to the Zendesk Customer Experience Trends Report 2021, 75 percent of company leaders agreed that the global pandemic accelerated the acquisition of new technologies to get customer-centricity right. But, there are challenges too.
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
JULY 21, 2021
Apart from a lot of other CX-related topics like e.g. customer data platforms, customer journey orchestration, configure, price, quote, artificial intelligence, machine learning, robotic process automation, and many more, there is another topic that currently gets quite some attention. Low code and no code platforms. It is said that low code / no code enables […].
Sprinklr
JULY 21, 2021
We talk a lot about experiences, but today is where the rubber meets the road. Literally. Continuing on our “Imagine” series, I look at a product that really hasn’t changed much in the last 70 years — tires. They’re among the most important safety features of our cars, and they’re ripe for CX transformation. Because so much is riding on your tires.
Customer Think
JULY 21, 2021
Personalization in B2B marketing has been on an upward intention trend for a while now. But it’s not working out very well. Despite marketers’ best intentions, nearly half say delivering personalized and relevant content is a top business challenge.How.
Zendesk
JULY 21, 2021
. . . It’s no secret that the workplace has changed quite a bit over the past year. And the reality is that the future of how teams collaborate, communicate, and connect is still very much in flux. As companies navigate the uncertainty around reopening and tackle big questions when it comes to how and where they want to work, there’s a lot on the table: What is the new role of the office?
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Customer Think
JULY 21, 2021
The Internet of Things (IoT) is a popular buzzword that is proliferating at an exponential pace. It is referred to as an internet-connected network of physical and technological devices. In many ways, the Internet of Things is ready to disrupt various industries and businesses. Did you know? The global Internet of Things market is all […].
Allen Speaks
JULY 21, 2021
I live in Northwest Florida, aka the 'Panhandle' or Emerald Coast. We are known for the most beautiful beaches in the world. While many tourist destinations suffered during COVID, we are in the midst of an unparalleled BOOM in tourism. Since we are a drive in market, families who don't want to cruise or go abroad are now driving here. Some of them were already familiar with us and others are first time visitors.
Customer Think
JULY 21, 2021
Photo credit: [link] If you’re a retailer, the past 18 months have been challenging. I’m sure you’re well sick of the word ‘pivot’ and have chopped and changed your strategy more times than you can count. Customers have evolved. They’ve been forced to change the way they shop and how they interact with brands. With […].
Doing CX Right
JULY 21, 2021
When employees feel valued, appreciated and have a sense of belonging, customers see & feel it too. Learn & apply CX best practices at your workplace. The post Diversity, Inclusion & Belonging Differences and CX Impacts appeared first on Doing CX Right.
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.
Customer Think
JULY 21, 2021
As marketers and entrepreneurs, you already know how challenging it is to attract new customers. That’s why smart businesses focus on retaining their existing customers rather than attracting new ones. This will not only help them achieve their conversion goals faster but will also help them save a ton of money that they would otherwise […].
The DiJulius Group
JULY 21, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy about the power of establishing consistency throughout every customer touchpoint and creating systems and processes that remove variation and provide a consistent customer experience.
Customer Think
JULY 21, 2021
Source: CMO Council Last month, the CMO Council published a report that provides several important insights regarding how senior corporate executives view the role and performance of marketing in their organization. Rate the State of Mar.
MyCustomer Experience
JULY 21, 2021
DDr. Graham Hill This is part of a series on 'Rethinking the Service Experience'. Companies need to capture interactions with customers in a. 21st Jul 2021. By Dr. Graham Hill Associate Director.
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.
Customer Think
JULY 21, 2021
Vaccines are rolling out, and states are beginning to relax guidelines. Could summer bring on a season of socializing? As Americans begin to weigh the risks, there’s still a high level of caution. Yes, people are anxious to resume normal activities such as going out to restaurants and concerts, traveling and (above all else) being […].
MyCustomer Experience
JULY 21, 2021
3Mobile apps have become our everyday tools, as they let customers benefit from an equal (or higher) functionality compared to using your. 21st Jul 2021. By MartinBolf Product manager.
Customer Think
JULY 21, 2021
New App for Revenue Teams Brings Real-Time Relationship Context to Virtual Meetings.
Knowmax
JULY 21, 2021
4 Benefits of a Knowledge base for self service.
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
JULY 21, 2021
Rebranding is a part of a larger initiative to showcase Gryphon’s new AI and machine-learning capabilities.
Zendesk
JULY 21, 2021
There are more than 3 trillion fish in the ocean. With so many creatures swimming around, you might think your odds of catching one are pretty good. But anyone who’s been on a fishing trip knows that it’s easy to spend the whole day without getting a single bite—or for the line to snap at the last minute while reeling in a big one. The world of sales isn’t so different from the world of fishing.
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