Uniphore
AUGUST 6, 2021
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
Sprinklr
AUGUST 6, 2021
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement — a sea change that gives brands unprecedented marketing potential. You’ll hear examples of how leading brands have implemented mass 1:1 marketing, and learn the steps you can take to copy their success.
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Uniphore
AUGUST 6, 2021
Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.
Customer Think
AUGUST 6, 2021
If you think your business doesn’t need a chatbot, think again. Chatbots have the power to streamline workflows and provide better service, making them a fit for every industry. They improve everyone’s experience—from employees to customers—by finding opportunities where tasks can be automated so that employees have more time to focus on the interpersonal aspects […].
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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.
Uniphore
AUGUST 6, 2021
Alliander Uses Virtual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.
Customer Think
AUGUST 6, 2021
I love working with engineers (and any other technologists who think like one). I always have. Why? Because they’re logical. Straightforward. They hate BS. Which is why they have so much trouble making marketing work; they believe that they have to pra.
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
AUGUST 6, 2021
There are a trillion reasons why online retailers have to pack each delivery box with something that captures the emotion of the moment. The trick is making those feelings good ones, by seeing what the shopper sees when that package arrives. Online retail sales are predicted to reach nearly $910 billion in 2021 – up 13.7% […].
Shep Hyken
AUGUST 6, 2021
This week we feature an article by Charlotte Blackmore, an SEO Executive and content creator based in Essex. She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. One of the most effective ways of growing a business is through streamlining your customer communications. Providing a quality experience for your customers has a positive impact on generating increased sales and improving overall brand reputation.
Customer Think
AUGUST 6, 2021
For years, technologies like Apple’s Siri, Amazon’s Alexa, and Microsoft’s Cortana have helped users search the internet, schedule meetings, and remember important dates. Artificial intelligence technology has permeated not only daily life, but also business. It is a generational shift in technology, a wave as big as the internet. For salespeople in particular, artificial intelligence […].
Myra Golden Media
AUGUST 6, 2021
Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels scammed; they want their money back immediately. My Action: I will recognize the customer’s concern by saying: “I see how frustrating this is for you and how important it is to receive your funds back as quickly as possible.
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
AUGUST 6, 2021
Walk into a badly managed warehouse and you’ll probably find shelves full of dusty products that have never been sold. This is called ‘dead stock’ and it’s a nightmare for online retailers. Accumulating dead stock will negatively impact the financial performance of the business and take up valuable space in the warehouse. Fortunately, this guide […].
Lightico
AUGUST 6, 2021
There are many different types of signatures that you may come across in your life. Wet signatures , digital signatures , and electronic signatures are all common nowadays. But what is the difference between the three? This blog post will answer that question for you! What is a wet signature? A wet signature is a handwritten signature in wet ink that you make on a piece of paper.
Customer Think
AUGUST 6, 2021
No matter the size of your ecommerce operation, sometimes there are just too many things to do. You’re only human, after all. Times like these are why you need to consider automating some of your processes. It’s particularly important when you start to scale your business, as the bigger you are, the more tasks you’ll […].
Knowmax
AUGUST 6, 2021
5 Benefits of knowledge management & cognitive decision trees in healthcare.
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
AUGUST 6, 2021
This week I came across a new survey published by FlexJobs that revealed 48% of unemployed job seekers are frustrated in their job search because they are not finding the right jobs to apply to. That survey also showed that 47% are actively looking outside their current career to find employment, 85% are willing to […].
Qualtrics
AUGUST 6, 2021
It’s intuitive, the employee experience is both rapidly changing and hyper-local. In other words, each interaction on a personal level has an impact on whether your current experience is positive or negative. It turns out, that both individually and in the aggregate, the positivity of employee experience has a direct impact on the outcomes that you care about for your patients, suppliers, independent physicians, community health, traveling nurses, etc.
Customer Think
AUGUST 6, 2021
Hefty interest in customization, expanding client expectations, the intricacy of the worldwide supply chain, and other numerous difficulties urge manufacturers to find reliable, new, and more creative approaches to endure in the race. While trying to acquire enrichment and reveal better manufacturing and supply chain operations approaches, businesses started focusing on adopting Internet of Things […].
Sprinklr
AUGUST 6, 2021
One-size-fits-all marketing is no longer enough. We live in a fast-paced world, one dominated by the proliferation of social media and other digital channels that constantly compete for our time, attention, and business. Your customers are no longer in one place, they’re everywhere — across multiple digital channels and certain to be jumping on any of the new platforms when they launch.
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
AUGUST 6, 2021
Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. T.
Taylor Reach Group
AUGUST 6, 2021
A national medical testing laboratory services organization has contracted The Taylor Reach Group, Inc. (TRG) to guide the transformation of its contact center operations. The comprehensive project will involve not only assessing and benchmarking the organization’s multiple contact centers, but will develop the transformation strategy and associated roadmap to support the future mode of operation.
Customer Think
AUGUST 6, 2021
Having great eCommerce marketing strategies has become more critical than ever. Whether you have just started with your online store or you already have a good customer base, your business needs to stay updated with recent eCommerce trends to stand out. Launching an eCommerce website is an achievement in itself, and hence to maintain that, […].
Customer Think
AUGUST 6, 2021
Size Doesn’t Make You Relevant. Understanding Does. When it comes to maintaining customer connections through a loyalty program, square footage and budgets don’t matter much. Old-time shopkeepers kept a running list of their customers’ favorite products and were able to make recommendations without anything close to the tools we have today.
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
AUGUST 6, 2021
My friend, Orrin Broberg, wrote a great post: 5 Critical Sales Enablement Mistakes To Avoid. His first point was stunning in it’s simplicity, we fail to give sales people what they need. It’s a critical issue, we have to understand, at a deep level, what sales people need to perform at the highest levels [.]. The post Give Your Sales People What They Need!
Customer Think
AUGUST 6, 2021
This is PART THREE of our series on WhatsApp Commerce. Read PART ONE and PART TWO. So your brand is now set up on WhatsApp Enterprise. Congratulations! You now have the power to reach out to potentially 2 billion people across the globe. You can offer your customer a seamless conversational experience, offer 24/7 support, […].
Customer Think
AUGUST 6, 2021
This is the second post in a series titled “Customer Experience is the Result of Team Member Experience.” Before I launch into an expansion of employee engagement research, I thought I’d share the real-world impact of employee disengagement a.
Customer Think
AUGUST 6, 2021
When the Covid-19 pandemic struck, businesses faced unprecedented challenges. The pandemic proved that new modes of digital work and collaboration actually increase productivity and the pace of innovation. Growth companies in highly competitive markets — subscription businesses, marketplaces, omnichannel retail, and FinTech — have continued to innovate and disrupt markets regardless of the pandemic.
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
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