ReviewTrackers

MAY 20, 2020

Financial 123

Financial Customer Experience Customers 123

InMoment XI

MAY 20, 2020

This article was originally published here. Regaining Traction in Business As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market. Businesses that emerge from the lock down period more or less intact will have a second problem – how to regain traction in a recessionary environment.

Customer Experience 260

Customer Experience Marketing Customers Management 260

ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post.

Customer Service Training 139

Customer Service Training Training Customer Service Course 139

Lumoa

MAY 20, 2020

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it.

How To 303

How To Customer Experience Customers 303

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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.

Customer Experience

Uniphore

MAY 20, 2020

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. They are considered to be one of the most vulnerable places for the spread of this contagious virus.

Contact Center 264

Contact Center Call Center Resources Management 264

NICE inContact

MAY 20, 2020

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.

Contact Center 177

Contact Center Interaction Analytics Exceptional Customer Service 177

SuiteCX

MAY 20, 2020

SuiteCX Creates the Atlas. View our video tutorial on the SuiteCX Brand Channel. We are excited about this one! What is a Customer Journey Atlas? More than just a journey map, which only plots customer interactions by time and point of engagement, the Customer Journey Atlas, provides a full look at your customer’s experience set across each stage of their relationship with your organization.

Customer Journeys 130

Customer Journeys Video Interaction Brands 130

NICE inContact

MAY 20, 2020

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.

Contact Center 156

Contact Center Interaction Analytics Exceptional Customer Service 156

Eptica

MAY 20, 2020

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Published on: May 20, 2020. Author: Steve Nattress Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs.

Customer Satisfaction 127

Customer Satisfaction Self Service Consumers Banking 127

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Chadwick Martin Bailey

MAY 20, 2020

When I go hiking, when does my “hike” really start? Is it when my shoes hit the dirt path? When I pull out of my driveway? When I park at the trail head? Or.if we go really “deep” maybe it was when I was six, learning to play baseball, and ultimately built an affinity for exercise. It can be similarly hard to understand when a buyer’s path to purchase truly begins.

Fashion 104

Fashion Exercises Consumers Study 104

Centercode

MAY 20, 2020

Strong tester participation is at the heart of every successful Customer Validation test. When you’ve recruited enthusiastic, target market testers to use your product, complete surveys, and submit feedback, you have everything you need to deliver those highly sought after recommendations for improvement. But while everyone agrees that engagement is critical, only half of customer testing professionals say that they’re regularly tracking project participation.

Metrics 98

Metrics Engagement Measurement Survey 98

NetBase

MAY 20, 2020

Society is certainly experiencing a ‘new normal’ as many states begin to relax COVID-19 restrictions. Contactless deliveries and services have rapidly grown in popularity, for one. And in line with that, while many companies are hitting pause on big expenditures, Intel Corporation is doubling down on autonomous cars and advancing the mobility conversation with its recent Moovit acquisition.

Transportation 97

Transportation Innovation Exercises Analysis 97

The DiJulius Group

MAY 20, 2020

1. Feature Article Why Your Best Is NOT Good Enough By John DiJulius, Chief Revolution Officer My two favorite examples of how giving your best should not be the goal are: The Reality Distortion Field and the 4-Minute Mile. My least favorite saying is “I gave my best.” To me, it is an unacceptable crutch; Read Full Article. The post Why Your Best Is NOT Good Enough appeared first on The DiJulius Group.

Groups 94

Groups Examples Training Customer Experience 94

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Helen Dewdney

MAY 20, 2020

During the current crisis, most businesses are doing the right thing when it comes to refunding consumers affected by cancellations. For example, I had tickets booked for a charity comedy night full of A-list comedians and waited for news about the event. I was interested to see if they could reschedule (highly unlikely given all the names involved) and whether they would ask if I would like to make a donation to the charity.

Travel 92

Travel Airlines Tips Consumers 92

dscout People Nerds

MAY 20, 2020

Don Hall on how emerging qualitative methods can flatten access and create always-on user insights to fuel brand stories.

Brands 104

Brands Customers 104

Helen Dewdney

MAY 20, 2020

During the current crisis, most businesses are doing the right thing when it comes to refunding consumers affected by cancellations. For example, I had tickets booked for a charity comedy night full of A-list comedians and waited for news about the event. I was interested to see if they could reschedule (highly unlikely given all the names involved) and whether they would ask if I would like to make a donation to the charity.

Travel 92

Travel Airlines Tips Consumers 92

Totango

MAY 20, 2020

Hi, We are two months in and finally we are starting to see the light at the end of the tunnel. While we have been sheltering-in-place we have been very busy building some exciting new functionality for you. SuccessBLOCs continue to be a focus for the second release of our Belize update. Earlier this year we launched the SuccessBLOC marketplace to make finding best practices and templates easier.

CRM 62

CRM Trends Data System 62

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.

Data

Ecrion

MAY 20, 2020

What do your documents say about you? If they’re screaming that your brand is behind the times, it’s time for an overhaul. Sending disparate, mismatched documents via fax, email or old-school snail mail isn’t only outdated. It’s also costing your business. In fact, out-of-touch and inconsistent sales tactics are two of the top five reasons 1 most companies lose customers.

Infographics 59

Infographics Sales Software Resources 59

Forrester's Customer Insights

MAY 20, 2020

Low-code dev platforms have been around for 30 years, but in 2020, adoption has reached an inflection point. Today, a majority of developers report they are either planning on or have already implemented a low-code platform to build digital business applications (see figure). As proponents push into more mission-critical use cases and pro-dev shops look […].

Report 67

Report Customers 67

Centercode

MAY 20, 2020

Strong tester participation is at the heart of every successful Customer Validation test. When you’ve recruited enthusiastic, target market testers to use your product, complete surveys, and submit feedback, you have everything you need to deliver those highly sought after recommendations for improvement.

Engagement 52

Engagement Metrics Survey Feedback 52

Influitive

MAY 20, 2020

We’ve been hard at work building new things here at Influitive and we thought it would be good to do a quick review of what we’ve built and what’s been released recently. Let’s jump right in. Custom Profile Fields Personalization is critical for your customers to feel as though their experience is in fact, their […]. The post Recent Updates to the Influitive Platform appeared first on Influitive.

Customer Experience 52

Customer Experience Customers Customer Engagement Engagement 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

kommunicate

MAY 20, 2020

Recently, I met a SaaS veteran in a brewery tucked in a cozy corner of Bengaluru, India. He emphasized on the fact that the ability of SaaS product to integrate with a number of other apps, and creating a connected and centralized workflow network is the future. And I couldn’t concur more. On similar lines, [.]. The post Introducing Zapier Integration – Now Connect Kommunicate With 2000+ Apps appeared first on Kommunicate Blog.

Connections 52

Connections 52

SurveySensum

MAY 20, 2020

In this unprecedented societal shift, as the reality of this new COVID-19 pandemic took the world by surprise, it has affected everyone’s life. We as humans have faced crisis situations in the past and always have come back stronger “descent with modification” The impacts of the COVID-19 pandemic continue to reverberate within our neighborhoods, workplaces and homes and throughout our economy.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

PK

MAY 20, 2020

As organizations make plans to reopen, they face critical decisions about how to reengage their customers. Consumers will return but for many their priorities and preferences will have changed. Brands […]. The post Open for business: New engagement models for a new normal appeared first on PK.

Engagement 52

Engagement Consumers Brands How To 52

Lithium

MAY 20, 2020

We’re excited to share that our Khoros Marketing solution has been nominated for Adweek’s Readers’ Choice: Best of Tech Awards in the social marketing management category! It’s an honor to be recognized among great company, and we want to thank you — our customers — for making this possible. Adweek’s second annual awards recognize the top advertising and marketing technology providers in 22 categories, including measurement & analytics, ad network, martech, social/influencer, productivity, a

Advertising 52

Advertising Analytics Measurement Technology 52

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

PK

MAY 20, 2020

In the era of accelerating change, time is always of the essence. In this environment, it’s not enough to innovate. To win, you must innovate fast, and get your product […]. The post Webinar: Innovate fast without sacrificing security appeared first on PK.

Innovation 52

Innovation 52

C Space

MAY 20, 2020

The Brand Move Roundup – May 19, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

Brands 52

Brands Video Retail Consumers 52

CSM Magazine

MAY 20, 2020

No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. If you fail to devise one, you will struggle with business growth. However, the hardest bit regarding this issue is figuring out what channel suits your business best when it comes to bringing in new customers.

Strategy 52

Strategy Social Media ROI Sales 52