Sat.May 07, 2022 - Fri.May 13, 2022

How Beacon Technology Helps Enhance Customer Experience In Retail

Customer Think

Beacons form a part of indoor and outdoor positioning systems and are a part of the Internet of Things (IoT) technologies. These are essentially small Bluetooth devices that can send alerts to smartphones that are near to or in proximity to it.

Six Best Customer Engagement Platform Tools for Onboarding in 2022

Totango

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth.

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Effects of Reducing Customer Effort Score

Zonka Feedback

Customer Service is an integral part of the overall Customer Experience. No matter how good your product is, there will be some instances when your customers will need you to serve them well. If you provide a great service to your customers, their overall experience improves to a large extent.

Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres

Adrian Swinscoe

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

What are the advantages of having a service culture?

Inside Customer Service

Imagine you wanted to meet a friend for coffee. Your friend suggests a place they think you'll like that's located in a nearby neighborhood. You've never been there before and don't know the address. How would you get there?

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Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey

Customer Service Life

Source: Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support.

To be good at customer experience has to begin with an experiential triage – Interview with Nick Webb

Adrian Swinscoe

Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, […]. The post To be good at customer experience has to begin with an experiential triage – Interview with Nick Webb first appeared on Adrian Swinscoe

Announcing the Winners of the 2022 CX Excellence Awards

Fonolo

Customer experience is no longer just a buzzword. It’s become the foundation upon which companies practice their businesses. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty.

A new era of conversational CRM connects customer conversations across your business

Zendesk

At Zendesk, we’ve long talked about the value and importance of fostering customer relationships. They are the foundation upon which customer loyalty is built, and these customer relationships are anchored in conversations.

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The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Help Your Agents Stay Energized at Work

CSAT.AI

Updated May 2022. Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last action on it was. She’s so tired she doesn’t even care.

Top Customer Engagement Tips for Retaining Executive Stakeholders

Totango

A customer engagement strategy is critical for retaining and growing SaaS clients. It’s especially important to engage executives and stakeholders to ensure retention.

Startups: How To Choose The Right Customer Service Channel

CommBox

Business plans, advertising, sales pipelines, fulfillment… when you start a new business, there’s a lot to think about. But behind the buzzwords – the metrics, the math, the marketing – there’s one good, old-fashioned principle that underpins every successful business in the world. .

Easy Checklist: 4 Things Every Marketing Email Needs

Customer Think

Source: Canva Do you send marketing emails regularly? Here’s the easy checklist to help you make sure everything’s just right before you hit Send. When you email your friend, it seems so easy. There’s the “to” where you put the recipient’s email address, the subject, and the body.

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How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Amazing Business Radio: Dennis Yu

Shep Hyken

The Ultimate TikTok Guide for Business . How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes!

Announcing the Winners of the 2022 CX Excellence Awards

Fonolo

Customer experience is no longer just a buzzword. It’s become the foundation upon which companies practice their businesses. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty.

Retailers Create More Personalized Shopping Experiences with Omnichannel Approach

Qmatic

Customers of all ages have become adept at buying online — especially over the past few years— finding it easier, quicker, and safer. However, this doesn’t negate the need for the brick and mortar. It simply fuels the urgency to design an elevated omnichannel approach. Customer Experience Retail

The value of integrations to your CDP now and looking ahead

Customer Think

Considerations with building your single customer view and customer metrics Many customer data platforms (CDPs) on the market, each with its strengths and weaknesses. How do you choose the best one for your organization?

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Would You Rather Clean a Toilet Than Call Customer Support??

Shep Hyken

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable?

What is the customer journey?

Inside Intercom

A customer journey can be defined as the interactions a customer has with your brand from the very first time they engage with you to the point of purchase.

Your how-to guide to growing with the Zendesk Suite

Zendesk

During the pandemic, companies across industries were challenged: spread thin, understaffed, and often under-resourced. That left many at risk for providing lackluster customer service experiences. But while businesses felt the strain, customers didn’t lower their expectations–if anything, they raised the bar. How can businesses scale support and stay agile through change? In this ebook, you’ll find best practices and actionable tips for small-but-mighty teams and complex organizations.

How to Build Momentum with B2B Buyer-Driven Experiences

Customer Think

The mandate for B2B marketers is to successfully deliver buyer-driven experiences (BDXs) as self-service encounters. If the experiences you’re providing are not — or are merely transactional — it’s prudent to reconsider.

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Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

Managing Teams During Turbulent Times

SupportYourApp

The war in Ukraine impacted the global economy so much that running business “as usual

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What’s a Customer Journey Map? Template & Crash Course

PeopleMetrics

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. It's no coincidence that we frequently return to the businesses that offer us great experiences.

Are you a CX Champ or Chump?

Myra Golden Media

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

The power of identity resolution in a world without third-party cookies

Customer Think

Digital marketing is at an historic moment. Tech giants Apple and Google are using public calls for increased web privacy to make a push to gain control of consumer data.

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.