Beyond Philosophy

MAY 21, 2021

I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you. Despite this fact, we like him a lot and enjoy his company. Lying is not excellent behavior, but everyone does it. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.

Customer Experience 89

Customer Experience Start-ups Government Sales 89

Aquire

MAY 21, 2021

Price points are high in the automotive industry. Very high. And that means buying a car can be an emotionally fraught experience for consumers. With so many options on the market, it can be hard to even know where to begin, let alone make the right choice. Now though, thanks to technological advances and the wealth of information available at our fingertips, it’s started to become much easier.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Heart of the Customer

MAY 21, 2021

It’s hard to overstate how much building an emotional connection with customers matters. According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. When it’s rated low, only 6% are. More importantly, when the emotional experience is rated highly, 63% will forgive you when problems arise. But if […].

NPS 78

NPS Customer Satisfaction CX Customer Experience 78

Foresee

MAY 21, 2021

We had a full slate of fantastic clients sharing experiences and best practices at our annual conference, Engage21. Luckily, we have recordings of all their presentations, and I highly recommend that you take some time to watch some or all of these sessions. These people are doing exciting, innovative work in the CX field, and […]. The post Verint’s XM Clients Inspire and Educate at Engage21 appeared first on Verint ForeSee.

Education 75

Education Innovation CX 75

Advertisement

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.

Myra Golden Media

MAY 21, 2021

I’m holding office hours, answering your questions about call control, de-escalation, and delivering bad news! Q & A starts LIVE at noon CST on Wednesday, May 26, 2021. Ask your questions live or submit ahead of the meetup on my contact page. I can’t wait to see you LIVE on 5/26 at noon CST! Set a reminder for the Q & A.

Customer Experience 54

Customer Experience 54

Foresee

MAY 21, 2021

Atlantic Union Bank is a $17B full-service bank based in Richmond, Va. We welcomed Jason Huffman, Senior Vice President and Director of Customer Experience to our virtual stage at Engage21 to talk about what it takes to create a holistic customer experience (CX) program with support across the organization. Jason has been involved in the […]. The post CX Leadership: A Conversation with Jason Huffman of Atlantic Union Bank appeared first on Verint ForeSee.

CX 76

CX Customer Experience 76

Foresee

MAY 21, 2021

At Shoe Carnival, unacceptable wait times and frustrated customers during the beginning of the pandemic illuminated the need to make an immediate change in the company’s customer service partner. David Hudspeth, Customer Service Manager at Shoe Carnival, joined us at Engage21 to share how he: Shaped an entirely new program Stood up a new customer […].

Customer Service 59

Customer Service Retail CX 59

Zendesk

MAY 21, 2021

The global events of 2020 transformed the ways in which we live and work, and companies continue to feel its impact. Customer expectations are evolving quickly, putting pressure on brands to rapidly invest in new technology to better meet changing needs. This renewed focus on improving the customer experience (CX) through IT investments became critical as companies fought hard to retain customers and boost revenue in an environment that had shifted to digital at an unprecedented pace.

CX 52

CX Customer Expectations Customer Service Technology 52

Foresee

MAY 21, 2021

Utilities are used to dealing with crises. There are constant weather events that take power out and result in huge call volume to the contact center. UGI Utilities is a natural gas and electric utility serving more than 700k customers in Pennsylvania and Maryland. They visited us at Engage21 to share how they were able […]. The post Engage21 Session from UGI Utilities: Creating a Customer-Driven Experience During a Crisis appeared first on Verint ForeSee.

Contact Center 52

Contact Center CX 52

SugarCRM

MAY 21, 2021

We always aim to improve our products, services, and performance, and we always want to maintain a high standard of customer experience (CX). That’s why we recently joined Gartner Peer Insights, one of the most extensive review and rating platforms currently available. However, since we don’t want to increase our consultants’ workload, we found a quicker method to ask for reviews directly from Sugar Sell.

CX 49

CX Customer Experience CRM 49

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

Qualtrics

MAY 21, 2021

“Engagement is a point in time metric,” explains Brian Jefferis, Talent Management Senior Analyst, Nebraska Medicine. “There’s a short lifespan – or half-life – for engagement data as it relates to its ability to predict on a variety of KPIs. The longer you wait between when the data is collected and when it’s presented, the less you know and the less [likely] the action taken from it might actually relate to how colleagues are feeling right then.

Healthcare 26

Healthcare 26

Zendesk

MAY 21, 2021

There’s an oft-cited stat that text messages from businesses have a 98% open rate, but there’s a lot more to business texting than just outbounding customers. Customer service has been transformed by messaging. In 2020, support requests surged over messaging apps, with WhatsApp seeing 101% growth from the previous year. Only 15% of surveyed customers said they preferred to use SMS as a customer support channel when available.

Customer Service 52

Customer Service CX Customer Experience Technology 52