Callminer

OCTOBER 11, 2021

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

226

226

Steven Van Belleghem

OCTOBER 11, 2021

Have a strong experience-driven purpose. Trip.com’s purpose goes further than just offering convenient travel products. They see it as their purpose to make travel a smooth, fun and educational experience. Travel in the West is either business-related or fun, but Chinese people want to be guided into an entertainment and educational environment. And you feel that through their entire app and all their services.

CX 113

CX Transportation Entertainment Education 113

Customer Think

OCTOBER 11, 2021

As companies grow, they become more complex. This is a natural part of the aging process of a company, and like aging in humans, it can’t be avoided. But just as a proper diet and solid exercise can slow or even reverse the development of plaque in your arteries, the right steps taken by a […].

Innovation 111

Innovation Customer Experience 111

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption.

Education 95

Education Technology Technology Customer Service 95

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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.

Lumoa

OCTOBER 11, 2021

Lumoa ja Futurelab Finland yhteistyöhön: Tekoäly tukemaan asiakaskokemuksen kokonaisvaltaista kehitystä Suomalainen pitkän linjan asiakaskokemuksen strateginen kehittäjä, Futurelab Finland ja suomalainen tekoälyyn perustuva asiakaskokemuksen mittaus ja kehitysalusta Lumoa ovat sopineet yhteistyöstä. Yhteistyön myötä Futurelab Finlandin asiakasprojekteissa voidaan tehokkaasti hyödyntää Lumoan alusta kehityskohteiden tunnistamisessa ja systemaattisen kehittämisen tukena. ”Olemme hyvin iloisia uude

AI 83

AI CX Customer Experience 83

Zonka Feedback

OCTOBER 11, 2021

Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.

Customer Experience 98

Customer Experience Customer Acquisition Customer Loyalty 98

Kerry Bodine

OCTOBER 11, 2021

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom , two companies known for their customer obsession (which, as a customer, I can personally attest to myself); Marketing software companies Adobe and Hubspot (which have both positioned themselves at providing

Retail 90

Retail Customer Satisfaction Start-ups Customer Experience 90

Sprinklr

OCTOBER 11, 2021

A hundred years ago, when you walked into a shop, the shopkeeper probably knew you. He knew what you liked, knew what you just purchased, and knew what you might purchase again. It was a relationship built on knowledge and trust, and it benefited both the seller and the consumer. Today, with most brands, we’re largely anonymous. Whether it’s brick-and-mortar or online, most sellers have no clue who I am.

CXM 90

CXM 90

Conversation Agent

OCTOBER 11, 2021

How much value do you put in one breath? Consider that we can go three days without water, and up to twenty days without food. For breath, we're talking minutes. The greatest freediver can teach you techniques to breathe better. Relaxing helps: “Calmness. Stillness. Barely-there-ness. There are dreamlike contours to the plunge.” The limit of breath holding is dictated by your metabolic rate.

Innovation 91

Innovation 91

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption.

Education 77

Education Technology Technology Customer Service 77

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

Shep Hyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. (Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Doing CX Right

OCTOBER 11, 2021

Darren Prince, author of Aiming High, has achieved fame, monetary success, & deep lows from drug addiction. Listen & apply to lessons learned. The post Aiming High – Mental Health & Business Impacts appeared first on Doing CX Right.

CX 59

CX 59

Execs In The Know

OCTOBER 11, 2021

Artificial intelligence (AI) is radically changing the CX landscape, creating new opportunities for customers to engage with brands, where they want to interact — and for whatever reason — from tech support and customer service to buying something. However, the use of AI doesn’t come without risk, namely its potential to alienate customers by deflecting them from human contact.

AI 52

AI CX Artificial Intelligence Touchpoint 52

CommBox

OCTOBER 11, 2021

Ecommerce is gaining momentum, especially during holiday seasons. Online shopping in the U.S. reached a new pick during the 2020 holiday season (November-December) – totaling $188.2 billion – a 32% increase! This holiday season, online businesses can significantly boost eCommerce sales by using automatic sales chatbots. Before we dive in, let’s take a deeper look at the eCommerce industry.

Sales 52

Sales Omnichannel Social Media Retail 52

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

MyCustomer Experience

OCTOBER 11, 2021

Thanks to targeted advertising it has never been easier for a business to acquire customers. The precise nature of these techniques means. 11th Oct 2021. By JamesDone CEO.

69

69

CX Network

OCTOBER 11, 2021

C-Suite executives say that spending will increase in the coming months due to employee and customer demands.

52

52

SugarCRM

OCTOBER 11, 2021

SugarCRM’s mission is to provide a platform that helps our customers serve their customers. If you measure success by revenue growth, then service is a powerful force to drive this growth. A sales team in lockstep with your service team will provide the foundation to retain and grow the relationship with your customers. Create A Rich Customer Data and Business Process Platform.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

Qualtrics

OCTOBER 11, 2021

Launch breakthrough products and services leveraging the best-in-class market research platform — DesignXM. Find out more about the new tools and capabilities that we’ve added to help you create incredible experiences on the platform. As prospects, customers, and employees have more choices than ever before, many organizations are positioning experiences as a brand differentiator in an over-saturated marketplace.

Innovation 26

Innovation Touchpoint 26

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

1 to 1

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) metrics have long been invaluable tools in the industry, but it’s critical to recognize that these metrics on their own cannot improve customer experi

Contact Center 26

Contact Center NPS Net Promoter Score VOC 26

Zendesk

OCTOBER 11, 2021

In 2020, the ecommerce sector saw explosive growth, expanding by more than 32 percent —double the average growth rate of the preceding decade. Kept at home by the COVID-19 pandemic, consumers took to their mobile phones and laptops to order everything from sourdough starter to barbecue pits, and the ecommerce sector finally had the right market conditions for hockey stick growth.

Scorecard 98

Scorecard Net Promoter Score CX NPS 98