Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs. An optimized IVR system is essential to call center software , as it reduces costs, improves customer satisfaction, increases first-call resolution (FCR), and increases overall call center efficie

Contact Center 142

Contact Center Technology Technology Customer Satisfaction 142

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).

Customer Service 137

Customer Service CX Customer Experience 137

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them. Next, it moves to what can be done. Typically, this means collecting customer feedback.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Customer Think

JULY 20, 2021

Word-of-mouth was and will always be one of the best ways to improve brand awareness and get new customers. People instinctively trust recommendations as it gives them a state of assurance. In the digital age, one of the most influential methods of video marketing is done using customer testimonials. It has the power to upturn […].

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122

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CX Network

JULY 20, 2021

Winner of Best CX Impact at the CX Elite Awards 2021, Tesco, explains how to implement an impactful CX initiative, and how to best understand customer behavior across digital channels.

CX 104

CX 104

Customer Think

JULY 20, 2021

I recently participated in a LinkedIn comment thread posing the question of whether B2B or B2C marketing was more fun. Naturally, this sparked a spirited dialogue. As a long-time B2B marketer, I have immensely enjoyed my profession, but it has its challenges. You have to work hard to locate, communicate with, and engage, B2B prospects. […].

B2B 120

B2B B2C Sales 120

Sprinklr

JULY 20, 2021

The velocity of digital messages is insane. Every digital channel you offer for customer service is a doorway to helping an essential segment of your customers, but it’s also the source of massive amounts of new messages. Agents are expensive to hire and train; hence, many of those messages go unanswered because it’s almost impossible to have enough agents to respond to everything.

AI 97

AI Start-ups Innovation Technology 97

Aquire

JULY 20, 2021

Traditionally, new year’s is a time for setting personal goals. But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. One particularly worthy endeavor? Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Customer Think

JULY 20, 2021

If you’re looking for an effective way to engage customers, then push notifications should be your go-to strategy. While email marketing puts you in direct contact with your customer via email, push notifications have the added advantage of timeliness. Your users only have to be active online to receive a message from you in real-time. […].

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MyCustomer Experience

JULY 20, 2021

CUndoubtedly, customer data privacy is sacred and organizations who collect it must keep it from being misused at any cost. Back in the day. 20th Jul 2021. By sofiawilton Content Marketing Manager.

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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 20, 2021

I live in India. Many Indians suffer from the “What’s in it for me” syndrome, which could be a manifestation of the results of poverty and deprivation, latent selfishness or self-centredness, or it could be just suspicious thinking…what is this person trying to get from me? It could also be a sign of poor self-belief […].

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ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. It can be markedly more expensive to find new customers rather than keeping existing ones, not to mention taxing on internal resources. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates.

Customer Retention 69

Customer Retention 69

Conversocial

JULY 20, 2021

It’s a platform built for consumers to follow, engage and connect with their favourite brands. Of the 1bn monthly active users, 90% of them follow at least one business, with 200m+ business accounts being visited every day. It’s mind-blowing numbers like this that should convince you that an Instagram for Business account is a no-brainer for any brand.

Customer Experience 59

Customer Experience 59

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. As a result, they stick with the channels that have worked for them in the past, without putting much thought into whether that channel is also right for their future.

Customer Service 57

Customer Service E-commerce Start-ups Sales 57

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

Customer Think

JULY 20, 2021

OpenText announces a new customer data platform, a new AI-driven solution to uncover and remediate high-risk content and expanded cloud API services.

AI 59

AI 59

ProProfs

JULY 20, 2021

Roughly 63 million Americans work as volunteers. The economic value of their service is $24.69 per hour or $297.5 billion a year. Similarly, 52% of people in the UK volunteer informally at least once, while 26% of them participate in informal volunteering regularly. According to the most recent data, the economic value of volunteering in the UK is £23.9 billion.

Non-Profits 52

Non-Profits Education Start-ups AI 52

Customer Think

JULY 20, 2021

The Platform Does the Work to Help Organizations Build Stronger Customer Relationships Through an Understanding of Emotion and Intent.

Sentiment Analysis 52

Sentiment Analysis Sales AI Customer Relationship 52

ProProfs

JULY 20, 2021

Roughly 63 million Americans work as volunteers. The economic value of their service is $24.69 per hour or $297.5 billion a year. Similarly, 52% of people in the UK volunteer informally at least once, while 26% of them participate in informal volunteering regularly. According to the most recent data, the economic value of volunteering in the UK is £23.9 billion.

Non-Profits 52

Non-Profits Education Start-ups AI 52

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

Qualtrics

JULY 20, 2021

Since the start of the pandemic, more employees have been working longer hours without a clear start or end to the workday. Here’s what organizations (and individuals) can do to prevent burnout from remote and hybrid work. The pandemic – and the pivot to remote and hybrid work – exacerbated many of our built-in boundaries with work. It also pressed (an indefinite) pause on our usual methods of restoration, like taking a vacation, working out, or spending time with friends.

Start-ups 49

Start-ups Technology Technology 49

SugarCRM

JULY 20, 2021

Our quarterly release is here and is very special. The new features and enhancements we share with you today are specifically designed to improve intelligence and productivity within your CX environment. And that means no blind spots, no busywork, and no roadblocks! data-secret="n9iVwMFAeL" frameborder="0" scrolling="no" width="500" height="281">. This release brings an enhancement that your sales teams are definitely going to love.

Omnichannel 49

Omnichannel Sentiment Analysis Sales Engineering 49

MyCustomer Experience

JULY 20, 2021

WIn the past year, there has been a notable increase in online retail. An Ofcom report showed that customers across the UK spent over £110. 20th Jul 2021. By Jack Underwood CEO.

Retail 52

Retail 52

Knowmax

JULY 20, 2021

Knowledge base for customer support – How to create & manage effectively.

Customer Service 52

Customer Service 52

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

Qualtrics

JULY 20, 2021

Welcome to our new video series CTRL+B, where I’ll be speaking to CIOs and technology leaders from some of the world’s most iconic brands. We’ll hear about the challenges they’ve faced and the breakthroughs they’ve made because of them. Goldman Sachs and Hewlett Packard Enterprises join me in this first episode…. “If the last decade was about moving to the cloud, this decade is about transforming and improving the employee experience. - Brad Anderson.

Technology 26

Technology Technology 26

Help Scout

JULY 20, 2021

Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization. While there are many skills you need to help customers effectively, there’s a more profound outlook that informs the daily actions of customer service all-stars. The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way.

Start-ups 145

Start-ups Scorecard Sales Outlook 145

Beyond Philosophy

JULY 20, 2021

It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me. We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and you

Start-ups 148

Start-ups Entertainment Education Customer Experience 148

Qualtrics

JULY 20, 2021

Today, we’re excited to share that we have acquired Usermind , a next-generation experience orchestration platform. Usermind captures and analyzes contextual data at every touchpoint of the customer journey— from website visits and support calls to purchase history and communications preferences—enabling companies to deliver highly personalized experiences across any channel and reduce points of friction in real-time.

Touchpoint 49

Touchpoint Customer Acquisition Innovation Sales 49

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

Retail