Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!
Customer Think
SEPTEMBER 17, 2021
People like helping people. The work of customer service—brightening someone’s day, solving a problem they’re facing, connecting them with the information they need—can be its own reward. It just feels good. The challenges of the last 18 months haven’t altered that fundamental truth, but they have complicated the customer service equation: • 24/7 omnichannel customer […].
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Myra Golden Media
SEPTEMBER 17, 2021
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.
Customer Think
SEPTEMBER 17, 2021
In 1965, Intel Co-Founder Gordon Moore famously said, “The number of transistors in a microchip doubles about every two years though the cost of computers is halved.” Now dubbed “Moore’s Law,” the statement has been applied broadly to describe the rapid pace of change in technology. Nowhere is the spirit of Moore’s Law more applicable […].
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Shep Hyken
SEPTEMBER 17, 2021
This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace.
Customer Think
SEPTEMBER 17, 2021
Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience. Thin.
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
SEPTEMBER 17, 2021
Who invests a database worth of intelligence into the price of a chocolate bar? Turns out, it could be more than half of all retailers. In 2020, 58% of top retailers said they planned to implement some form of AI pricing technology by the end of 2021, according to research conducted for Revionics, a pricing technology […].
Totango
SEPTEMBER 17, 2021
The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses.
Customer Think
SEPTEMBER 17, 2021
Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natura.
Sprinklr
SEPTEMBER 17, 2021
Today, I’m very excited to announce that Sprinklr is named a 2021 TSIA (Technology & Services Industry Association) STAR Award finalist for Best Practices in Education Services ! The award recognizes Sprinklr University as delivering outstanding best practice education services to customers, partners, employees, and the public. For more than 30 years, the STAR Awards have been one of the highest honors in the technology and services industry, recognizing commitment to outstanding innovation,
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
SEPTEMBER 17, 2021
For CX success, re-evaluate your purpose May I offer a modest suggestion about CX? Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.).
Logicalware
SEPTEMBER 17, 2021
Workforce management is a set of processes contact centres use to optimise operational performance and efficiency. The goal of workforce management is to schedule the right number of agents, with the right skills, at the right time, to meet customer demand and deliver the best experiences for customers and agents. So how does it work? Why is it important?
Customer Think
SEPTEMBER 17, 2021
The content we use to engage B2B buyers must resonate and be relevant. Unfortunately, this is a challenge that marketers continue to struggle with. And that’s not surprising given the rate things change in today’s market landscape. However, sometimes w.
Zendesk
SEPTEMBER 17, 2021
A lot goes into delivering a great customer experience (CX), but it can be hard to know where to make the most strategic investments. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings for midsize and enterprise companies based in the Asia Pacific (APAC) region are summarized in this report: The State of CX Maturity among Midsize and Enterprise Companies: Research Shows Advancing CX Maturit
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
SEPTEMBER 17, 2021
Being in the pharmacy industry, it is essential to know the retail pharmacy business trends. Not just in pharmacy but in any industry, keeping up with the ongoing trends is a must. Why? As it will help you in shaping your business for future situations. Before Coronavirus hit the world with a pandemic, the retail […].
Zendesk
SEPTEMBER 17, 2021
A lot goes into delivering a great customer experience (CX), but it can be hard to know where to make the most strategic investments. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success. The findings for midsize and enterprise companies based in North America are summarized in this report: The State of CX Maturity among Midsize and Enterprise Companies: Research Shows Advancing CX Maturity is a Mission-cr
Customer Think
SEPTEMBER 17, 2021
Every year, when the entries to the Stackie Awards flow in, I feel like the kid in A Christmas Story, excitedly opening up that present he’d be dreaming of. I am always delighted and inspired by the creative ways marketing teams visually represent thei.
Zendesk
SEPTEMBER 17, 2021
The pressure is on for companies to continuously optimize their customer experience (CX). Small businesses with fewer resources are no exception, but it can be difficult to know where to make those strategic investments. To help CX leaders at small- and mid-sized businesses (SMBs) identify where they stand and build a roadmap for the future, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success.
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
SEPTEMBER 17, 2021
Sometimes I wonder if Gig CX is the right name for the kind of flexibility that we see when applying the gig economy to customer service processes. The gig economy is generally seen as a very flexible way to design and manage labor, but most of the time this is seen negatively because risk is […].
ClientSuccess
SEPTEMBER 17, 2021
Today’s CSMs act as the one-stop go-between for a customer and the rest of a vendor organization. From product announcements to marketing requests, CSMs are typically the point of contact to relay this information to a customer. This same sense of leadership is also true for sales discussions. From renewals to upsells to expansion, the CSM is often the person who either opens up this conversation with a customer, announces to a customer that it is time to start having these sorts of discus
Customer Think
SEPTEMBER 17, 2021
You’ve come up with some great ideas, and now you can’t wait to bring them to life and watch your sales soar. But for that to happen, your customers need to love it too. So how do you know if they feel the same way? You guessed it: Concept Testing. There is really no way […].
DMG Consulting
SEPTEMBER 17, 2021
Workforce Optimization Solutions Help Companies Through the Pandemic and Beyond. April 20, 2021 Donna Fluss. View this article on the publisher’s website. DUE TO THE COVID-19 pandemic, 2020 will go down in the history books as an especially arduous year for economies and companies worldwide. But most have persevered, and some will be stronger due to the changes driven by the public health crisis.
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
SEPTEMBER 17, 2021
I have to admit, and apologize to a few folks, I lost it in a meeting today. We were talking about an account strategy. The sales person wanted to meet with the top executives of a very large corporation. I’d been asked to help strategize this and help figure out how they attract the attention […].
MyCustomer Experience
SEPTEMBER 17, 2021
RThe CCMA has been tracking how the contact centre is evolving during times of real change. This is the fourth part in a series of research. 17th Sep 2021. By CCMA (Call Centre Management Association).
Customer Think
SEPTEMBER 17, 2021
Selling online has transformed trade, allowing innumerable enterprises around the world to grow and thrive. E-commerce, on the other hand, opens the door to fraud. Unfortunately, online fraud and identity theft occur almost as regularly due to cunning crooks and poor consumer internet buying habits. Online transactions are always risky, but customers can take several […].
MyCustomer Experience
SEPTEMBER 17, 2021
CSince the start of the World Wide Web (and doesn’t that seem like an ancient phrase) as the main way for us to ride the Information. 17th Sep 2021. By JohnSpooner_H2O.ai Head of Artificial Intelligence, EMEA.
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
Customer Think
SEPTEMBER 17, 2021
A smartphone is such a revolutionary device and deeply impacts our lives; from bill payment to ordering stuff online, we can do anything with it. Now due to the evolution in technology, everything is within our reach. In terms of knowledge sharing works great as there are several e-learning solutions available on the iOS App Store […].
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