Lumoa
FEBRUARY 7, 2023
With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.
Callminer
FEBRUARY 5, 2023
Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences.
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The Belding Group
FEBRUARY 8, 2023
Most of us have 'internal customers' - people in our own company who rely on us to provide them with some level of service or support. Unfortunately, just as there are difficult external customers, there are also difficult internal customers. Shaun Belding | www.shaunbelding.
Fonolo
FEBRUARY 7, 2023
A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. Hawaii State FCU is one of the Aloha State’s leading financial institutions.
Speaker: Shaunna Bruton and Kailey Holmes
Unlock the potential of customer data to create personalized retail experiences that resonate with your audience. This webinar will explore the critical role of customer data in modern retail, providing you with strategies to collect, analyze, and apply data to enhance personalization. Learn from leading retailers, like Harry Rosen, and experts on how to turn data into actionable insights that drive customer satisfaction and loyalty.
Customer Think
FEBRUARY 10, 2023
Back at the end of January I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from the inside-out.
Experience Investigators
FEBRUARY 7, 2023
How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 times faster than their competitors , according to Harvard Business Review. So why should customer experience leaders care about customers who are no longer customers??
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
FEBRUARY 6, 2023
According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone? If you have put off educating yourself and. Read Full Article The post Why The Metaverse Will Matter For Customer Experience (CX) appeared first on The DiJulius Group.
Customer Think
FEBRUARY 5, 2023
With a recession on the horizon, customers are becoming far more selective with their dollars. Reaching the right people, in the right places, with the right message, is now that much more important.
MyCustomer Experience
FEBRUARY 6, 2023
How Customers are Coping in Difficult Times, and How Your Brand Should Respond If you’re familiar with the Chinese lunar calendar, you.
Comm100
FEBRUARY 6, 2023
To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
Qmatic
FEBRUARY 8, 2023
Much has been written on the positive impact a well-executed customer, patient, or visitor experience initiative can have on your bottom line. And yet many organizations still struggle with how to develop a clear picture of their customer journey that will allow them to devise appropriate customer experience programs that drive growth and revenue.
Customer Think
FEBRUARY 10, 2023
Digital payment refers to the electronic transfer of funds or monetary transactions through digital devices such as smartphones, computers, or other connected devices. This includes various methods such as mobile payments, e-wallets, cryptocurrency, online banking, and contactless payments.
CX Network
FEBRUARY 10, 2023
CX Network looks at the real-life automation that ChatGPT can facilitate and the brand values it is best suited to
C3Centricity
FEBRUARY 7, 2023
Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision.
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
ClientSuccess
FEBRUARY 8, 2023
There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.
Customer Think
FEBRUARY 6, 2023
Need to post on Instagram today? Or focus on Twitter? As a business owner or marketer, you likely have to manage multiple social media accounts simultaneously for marketing purposes. And managing social media accounts can be overwhelming without the right strategy to impact your SEO and business goals.
CSAT.AI
FEBRUARY 8, 2023
With the internet buzz around ChatGPT making so much noise it’s easy to miss that AI tools have been a part of customer service for a long time. Plus, there are other GPT-3 and GPT 3.5 based AI tools out there (like Jasper and Youchat and Google’s not-yet-available-to-the-public Bard powered by LaMDA ). This is a growing sector that creates as many questions as it answers.
Myra Golden Media
FEBRUARY 10, 2023
One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! For more help with call control, check out my De-escalation Academy.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
ClientSuccess
FEBRUARY 8, 2023
Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.
Customer Think
FEBRUARY 6, 2023
Source: Pexels As a leader, picking your head up out of the day-to-day to set high level goals is critical for moving your business or team forward. However, the act of setting a goal – one that’s attainable, measurable and has a direct impact on your business – can be daunting.
Doing CX Right
FEBRUARY 5, 2023
Jackie Yeaney, 6x CMO shares customer experience and marketing trends in the digital world based on working at reputable tech companies. Learn why acquiring and retaining customers are no longer about campaigns. The post Marketing & Customer Experience Trends From A CMO Executive Lens appeared first on Doing CX Right.
Myra Golden Media
FEBRUARY 4, 2023
Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial. Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
ModSquad
FEBRUARY 8, 2023
Nope, it’s not a sale. It’s not a limited time offer. It’s not a gimmick. That savings is baked into our business model. It’s what you get when you toss out the traditional analog playbooks of call centers and BPOs, and truly embrace the potential of today’s digital world and modern workforce. It’s what we’ve been perfecting for over 15 years. So if you’re like many CX leaders these day, you’re trying to save money without sacrificing quality.
Customer Think
FEBRUARY 6, 2023
One of our podcast listeners Vijay Patel has a pickle, and many of you probably have the same one. Patel’s company isn’t getting the sales they need, and Patel asked us how we can tell if they are focused on the right segments. Today, we are discuss.
Intercom
FEBRUARY 8, 2023
This past year has come with no shortage of challenges for support teams, but one thing is certain: they’ve shown a huge amount of resilience. Year after year, we see customer expectations continue to increase – and 2022 brought with it a whole new juggling act. Last year, many teams were faced with the Herculean task of trying to balance headcount reductions and fewer resources with the ability to meet – and exceed – the growing expectations customers have of support.
CX Network
FEBRUARY 10, 2023
The report explores the tools that drive customer loyalty and retention and assesses how these various technologies can help financial services businesses to separate themselves from the increasing co.
Speaker: Jason Cottrell and Brian Walker
The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.
Zonka Feedback
FEBRUARY 9, 2023
We live in a world where we cannot imagine our tasks without the internet. Every industry is somewhere reliant on the internet, and the same goes for the feedback industry. But there can be instances where the internet falters.
Customer Think
FEBRUARY 10, 2023
Context is based on perspective. Quite often, the reason buyers don’t engage — or are disappointed — with vendor content is because it lacks relevance. As the majority of B2B buyers report, the content they see is high quality, but it’s not meaningful to them. It’s not relevant.
Execs In The Know
FEBRUARY 9, 2023
In many sports, there’s a factor known as “DEGREE OF DIFFICULTY.” For example, in springboard diving, a “3-meter forward dive with a tuck” has a degree of difficulty of 1.4. Judges rate dives based on four categories: approach, take-off, execution, and entry, and multiply by the degree of difficulty to arrive at the final score for the dive. In other words, some dives are easier than others and rewarded accordingly.
cxservice360
FEBRUARY 9, 2023
The rise of artificial intelligence (AI) has revolutionized the way businesses interact with customers. One of the most significant developments in this area is the use of AI-powered chatbots, and among these, OpenAI’s ChatGPT is a standout player. ChatGPT is a cutting-edge conversational AI model that has the potential to significantly impact the customer experience.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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