Shep Hyken

JULY 30, 2021

This week we feature an article by Nathan?Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction. Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past.

Start-ups 135

Start-ups Finance Customer Service Customer Experience 135

Customer Think

JULY 30, 2021

Architect, Frank Lloyd Wright, once quipped about technological innovation that, “if it keeps up, man will atrophy all his limbs but the push-button finger.” And Wright wasn’t wrong. Like many other information workers, I spend my days punching buttons on my computer keyboard – most frequently the “delete email” button. Sometimes I switch things up […].

Contact Center 131

Contact Center Innovation Technology Technology 131

Zendesk

JULY 30, 2021

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change. The world’s largest retail trade association brought together industry experts who shared their stories and advice for meeting consumers where they are in the new normal. From embracing the role of ecommerce to finding new ways to connect with shoppers on a human level, retail leadership is focused on delivering great customer experiences.

Retail 98

Retail Omnichannel Sales Customer Service 98

Customer Think

JULY 30, 2021

Your whole business hinges on your customers. Without fans, you couldn’t keep the lights on or pay for web hosting, let alone scale up. Most organizations realize this, of course. They’ve heard that six out of 10 people will lose brand faith after a few bad encounters, according to PwC. That’s why they put such […].

Customer Experience 130

Customer Experience 130

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Zonka Feedback

JULY 30, 2021

Almost all successful businesses have one thing in common. They all have some customers who are the most satisfied and are truly loyal to the brand. Customer Loyalty doesn’t make it by itself among the customers. It is your actions and zeal for Customer Satisfaction that result in Customer Loyalty. It will not be wrong to say that you have to earn Customer Loyalty.

Customer Loyalty 98

Customer Loyalty Customer Satisfaction Customer Experience 98

Customer Think

JULY 30, 2021

There are occasions in life where it pays to get up, toss out your plans, and just go with the moment. Making B2B sales is not one of them. B2B selling is challenging. The stakes are higher, sales cycles are long, leads can be hard to come by – and when you do get a […].

B2B 126

B2B Sales 126

Customer Think

JULY 30, 2021

When it comes to CX in today’s world, B2B businesses need to think more like B2C brands. Customer experience (CX) has become the primary differentiator between brands. Companies can no longer compete only on product or price alone. Instead, customers are seeking out experience. We can already see that the brands who are succeeding are […].

B2C 122

B2C B2B CX Customer Experience 122

Sprinklr

JULY 30, 2021

At Sprinklr, At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class engineering team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI). Today, we’re spotlighting Rahul Anishetty, VP, Product Engineering, who shared his thoughts on working at Sprinklr.

Artificial Intelligence 98

Artificial Intelligence Engineering Innovation AI 98

Customer Think

JULY 30, 2021

Did you know that reviews or testimonials can increase conversions on sales pages by 34%? And 50% of consumers visit a company’s website after reading a positive review, which is one step closer to the checkout page. This shows that social proof is a powerful resource that any company should take advantage of to grow […].

Sales 116

Sales 116

Sprinklr

JULY 30, 2021

Customer communication preferences have changed. And the pace of change has only accelerated during the past year. In this CX Network Live webinar, Georgina Wilczek and I talk about how to have meaningful conversations with your customers, and why great customer service must integrate all communication channels. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts.

Contact Center 98

Contact Center CXM CX Customer Service 98

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

Customer Think

JULY 30, 2021

TweetLinkedInShareEmail In a far-gone era, when demand generation was “direct marketing,” it was often said that for any campaign to be successful, the list was paramount. Do everything else right (message, offer, creative, etc.), the experts tol.

Direct Marketing 116

Direct Marketing 116

NGDATA

JULY 30, 2021

It’s time for marketers to harness AI when defining and targeting audiences It’s becoming increasingly difficult for marketers to attract and retain customers – and businesses are suffering financially. In fact, customer acquisition costs (CAC) increased by 60% between 2014 and 2019. As CACs rise, businesses must change the way they view their customers and prioritize long-term relationships.

AI 95

AI Customer Acquisition 95

Customer Think

JULY 30, 2021

Coming off a year of unprecedented disruption, the digital marketing landscape is forever altered. Bursting with opportunity, it is nonetheless marked by widespread complexities best traversed by those who know the terrain. Prior to the pandemic, the emergence of new marketing technologies and platforms was already actively generating an entirely new media ecosystem.

Technology 111

Technology Technology 111

Logicalware

JULY 30, 2021

The future of work is likely to be hybrid — with more employees wanting flexible working in the wake of the pandemic. In this blog, Puzzel CMO Jonathan Allan reflects on what this could mean for contact centres. The pandemic has given us a once-in-a-lifetime opportunity to reinvent how we work. For nearly 100 years, people have been commuting to workplaces and working eight hours a day, five days a week, without much objection.

Compliance 59

Compliance Omnichannel Innovation Customer Service 59

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

MattsenKumar

JULY 30, 2021

For developing a robust business strategy, a business must know its rivals before and more than itself. So, every company needs to understand the types of analysis and studies that they need to perform and the values that they can gain from it. Therefore, below have we gathered for you the 7 most important Competitive Intelligence studies and analyses that food aggregators should perform for gaining to understand the market and perform better than their competitors. 1.

Engineering 52

Engineering Sales Customer Service Technology 52

Aquire

JULY 30, 2021

We’ve all heard one of the most well-known customer service quotes proclaiming “ the customer is always right ”. But if that’s all there is to a good customer service experience, why doesn’t every interaction end with a smile? The truth is that customer service has several layers. While many businesses tend to stick with the outer ones, customer service experts know that digging in a little more provides the best return.

Customer Service 52

Customer Service Start-ups Customer Relationship Retail 52

Knowmax

JULY 30, 2021

Decision trees in healthcare call centers.

Healthcare 52

Healthcare Hospitality Hospitality 52

Zendesk

JULY 30, 2021

These are painful customer experiences we can all relate to and top indicators of poor customer service according to Zendesk’s 2021 Customer Experience Trends Report. With 75% of people willing to spend more money on a brand that provides a great customer experience, companies now know that customer loyalty depends on delivering exceptional customer service.

AI 75

AI Customer Service Touchpoint Customer Satisfaction 75

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

VOZIQ

JULY 30, 2021

Customer Lifetime Value (CLV) is a key metric for measuring long-term growth. It’s a direct indicator of how much value a customer is expected to create over the lifetime of their association with your business. A 2018 Criteo survey results indicated that 81% of marketers surveyed said that monitoring CLV can increase sales, 68% agreed that implementing CLV data boosts retention and 56% believed doing so drives customer loyalty.

Customer Acquisition 59

Customer Acquisition Touchpoint Machine Learning Customer Retention 59

Zendesk

JULY 30, 2021

Here are the newest integrations from Zendesk to help your team provide great experiences. BaseLinker. BaseLinker (Support) (Chat) is an e-commerce integration and multi-channel sales management system. This is a free BaseLinker add-on that shows the customer’s orders related to a given email address directly in the Zendesk panel view and one-click takes you to the correct order card in BaseLinker.

E-commerce 52

E-commerce Construction Sales Government 52

VOZIQ

JULY 30, 2021

Customer Lifetime Value (CLV) is a key metric for measuring long-term growth. It’s a direct indicator of how much value a customer is expected to create over the lifetime of their association with your business. A 2018 Criteo survey results indicated that 81% of marketers surveyed said that monitoring CLV can increase sales, 68% agreed that implementing CLV data boosts retention and 56% believed doing so drives customer loyalty.

Customer Acquisition 52

Customer Acquisition Touchpoint Machine Learning Customer Retention 52

Qualtrics

JULY 30, 2021

Featured on almost every website available to common users, web forms are simply an element of web design built into the page that allows for the collection of information from the users. Check out these best practice tips to make sure you’re getting the most out of your web forms. These web forms can be used to gather contact information for further marketing opportunities , information about the demographics of your audience, and other vital bits of information to further your business and rea

Start-ups 49

Start-ups 49

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

VOZIQ

JULY 30, 2021

Customer Lifetime Value (CLV) is a key metric for measuring long-term growth. It’s a direct indicator of how much value a customer is expected to create over the lifetime of their association with your business. A 2018 Criteo survey results indicated that 81% of marketers surveyed said that monitoring CLV can increase sales, 68% agreed that implementing CLV data boosts retention and 56% believed doing so drives customer loyalty.

Customer Acquisition 52

Customer Acquisition Touchpoint Machine Learning Customer Retention 52

Uniphore

JULY 30, 2021

On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. We are poised to democratize AI and automation so that citizen developers can collaborate with developers and data scientists to make the world of CX better for everyone, with clicks not code. We hope that you’ll join us on this journey to innovate customer experience at record speed.

Innovation 246

Innovation CX Contact Center NPS 246

Totango

JULY 30, 2021

Have you ever tried to recreate a meal you had at a restaurant? You went to the store, purchased the ingredients, and then came home and put your culinary skills to the test. But, somehow, it just didn’t taste the same. Even though you had the right ingredients, you didn’t have the recipe. This is kind of what it’s like trying to make a Business Intelligence (BI) tool work as a Customer Success (CS) tool.

Scorecard 73

Scorecard Gaming Start-ups Customer Retention 73