Beyond Philosophy

JULY 7, 2022

The Future of Brick and Mortar. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events.

Retail 160

Retail Online Experience Interaction Case Study 160

Calabrio

MAY 12, 2020

I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories. Our routines and mindsets will likely never return to the same state as before the pandemic. Get Honest with Yourself.

Leadership 130

Leadership Social Media Culture Analysis 130

Beyond Philosophy

JULY 2, 2020

” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We have had massive changes occur.

Customer Experience 195

Customer Experience Airlines Customer Journeys Groups 195

Beyond Philosophy

JANUARY 8, 2021

We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research. We’re starting to see the light at the end of the tunnel.

Customer Experience 179

Customer Experience Travel Consulting Customers 179

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Changing Expectations. Written by Nick Glimsdahl.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. Customer centricity requires that your go-to-market functions work in sync. – Waleed AlHamdan.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Comm100

SEPTEMBER 22, 2021

That included getting to the bottom of what digital transformation really is, and how it has transformed customer service for both the customer and the business. . That included getting to the bottom of what digital transformation really is, and how it has transformed customer service for both the customer and the business. .

Customer Service 154

Customer Service Social Media Leadership Omni-Channel 154

Customer Bliss

MAY 6, 2020

How are you leading your organization? With a plan on how you communicate with all of your business stakeholders when times get difficult? Horst shared some expert advice to help guide leaders who have to make tough decisions as we navigate our way through this pandemic. There may be strategies to change.

Hotels 156

Hotels Communication Leadership System 156

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Blake Morgan

OCTOBER 27, 2022

COVID changed everything about how we live and work—especially in the B2B space. But then the pandemic turned everything on its head. But change isn’t always bad. B2B mobile app ordering increased 250% since before the pandemic. B2B mobile app ordering increased 250% since before the pandemic.

B2B 105

B2B Self Service Competitive Advantage B2C 105

Chadwick Martin Bailey

OCTOBER 26, 2020

Let’s start with the global pandemic. Like everyone, my household has had to adapt drastically in the face of a pandemic. Our use of streaming video apps is much higher now, and it’s unlikely to go back to pre-pandemic levels long after the pandemic is gone. and online gaming will benefit most from 5G in the near-term.

Video 124

Video Entertainment Technology Connections 124

Feedbackly

MARCH 23, 2023

In today’s fast-paced world and ever-changing technological development, the only way to grow long-term is to be customer-centric. These are the pieces of a winning recipe for the future. We know how important it is to listen to your customers, and we are dedicated to helping you do just that.

Feedback 98

Feedback Customer Experience Customer Journeys Customer Centricity 98

Uniphore

OCTOBER 8, 2021

He’s the co-author, along with Reid Hoffman (Co-founder of LinkedIn), of Blitzscaling, the book that explains how to build world-changing companies like Amazon, Alibaba, and Airbnb in record time. It comes down to an often-overlooked, yet vitally important part of a company: its culture.

Culture 100

Culture Meeting Examples Customer Centricity 100

Uniphore

DECEMBER 7, 2021

This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. Lack of human touch: Commerce may have moved online years ago, but the pandemic accelerated the move towards "contactless" and "hands-off." However, obstacles still loom. supply chain isn’t smoothing out.

Retail 130

Retail Omni-Channel Policies Customer Service Representative 130

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Strategy 139

Strategy Retail Contact Center Customers 139

ChurnZero

OCTOBER 7, 2020

This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League. . Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. How do you win back customers who left because of budget challenges? What Could Happen? . Dialing in pricing.

Customer Success 97

Customer Success Leadership Tips Sales 97

Blake Morgan

MAY 13, 2023

Being a working mother has always come with challenges. But in the last few years, as the pandemic and economic uncertainty affected women disproportionately more than men, those challenges have risen to another level, driving many women out of the workforce or away from leadership positions in what experts call a “Mom-cession.”

Company 105

Company Resources Travel ROI 105

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. So, how can you create a proactive experience in your organization? Another essential part of understanding the customer is going deeper than how much money they spend or where they live. Defining Proactive.

How To 147

How To Contact Center Hotels Social Media 147

Lithium

MARCH 5, 2024

Some blog areas are limited to Khoros customers only. Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions. Here’s the Atlas content you do not want to miss! Khoros Academy | Early Access Launch: You asked, and we listened.

Social Media 52

Social Media Self Service Roadmap Insurance 52

Beyond Philosophy

MAY 12, 2021

The COVID shutdown escalated issues with customer expectations, an area that was already a challenge pre-pandemic. In addition, several workforce changes occurred concurrently, including generational changes (that had also begun before the pandemic) and the move to working virtually.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Last year, 60% of employees felt detached at work, with a meager 21% who felt truly engaged.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

C3Centricity

MAY 25, 2020

However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them. I admit, a lot has changed. Some organisations are reinventing themselves to take advantage of these changes. So what should you do? The Opportunity.

Technology 194

Technology Analysis Data Consumers 194

Beyond Philosophy

MARCH 31, 2020

We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran. The world and the market had changed! Now, a decade later, the COVID-19 pandemic has taken the world by surprise.

Self Service 199

Self Service Airlines Hospitality Travel 199

Clarivate

JUNE 21, 2022

It’s tough to make predictions, especially about the future.”. Analysis of the factors that created these striking changes showed that Early Access content contributed roughly 10% of the JIF citations. We wondered: will we see a ‘return to normal’ after the unprecedented changes in the 2020 data? Baseball player Yogi Berra.

Report 138

Report Metrics Comparison Study 138

SurveySparrow

NOVEMBER 1, 2021

Well, because everyone wants a great career, especially after the disruptions from the pandemic. This is where hr influencers come in as they give relevant information and tips on finding the right job, acing the interview, and doing superb work to grow quickly. You’re always more likely to work with people you know.

Social Media 98

Social Media Tips Conference Leadership 98

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. However, you still have a say in how well your business makes it through this period. The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. Recovering from the Effects of COVID-19.

Customer Retention 91

Customer Retention Telecommunications Communication Customer Success 91

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Customer Retention Is Your Future. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Lithium

JULY 5, 2023

Learn more about how Khoros is working to build modern experiences to enable you to quickly tap into future trends in technology. Some blog areas are limited to Khoros customers only. Consumer behaviors have been changing for years, and the pandemic only accelerated this trend. Sign up today !

Video 52

Video Trends Analytics Report 52

One Millimeter Mindset

MARCH 31, 2020

That epic story is: the pandemic. How is this unprecedented scenario impacting your story and your experiences? Ponder how you leverage this epic common denominator during virtual meetings. Because our collective professional paradigm is permanently disrupted by the pandemic. Thank you for visiting my blog.

Meeting 86

Meeting Consulting Culture Communication 86

Bold360

AUGUST 27, 2020

The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. Shifting to Remote Work & Remote Service Delivery. Maland and her team scrambled but made things work. Technology Offers a Flexible, Scalable & Future-Proof Solution.

Self Service 52

Self Service Chatbots Transportation Call Center 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles. Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Eptica

APRIL 30, 2020

Author: Pauline Ashenden - Demand Generation Manager While the COVID-19 crisis continues, businesses and consumers alike are adapting to the new normal, reacting to the changes caused by the lockdown to how we work, live and shop. I believe it is about focusing on five areas to create loyalty: 1.

Self Service 74

Self Service Net Promoter Score Trends Leadership 74

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. It’s important to begin by looking at how digital channels improve the experience of credit union members. Live chat improves member experience .

Banking 130

Banking Financial e-support Wait Times 130

ChurnZero

APRIL 21, 2020

This is a guest blog post by Anita Toth,Chief Churn Crusher. Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. Not only at work but in their personal lives. We all crave stability and knowing what is coming next.

Customer Success 97

Customer Success Strategy Measurement Customers 97

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These are: Formalizing work-from-home (WFH) requirements and management.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Chadwick Martin Bailey

APRIL 29, 2020

Some habits will stick with us post-pandemic. When he changed the oil in his car, he’d even save the old oil. Likewise, we’re sure to undergo significant changes as a result of what we’re living through today. My Papap—my grandfather on my mom’s side—was a child of the Great Depression. He had just turned 13 in 1929.

Tourism 103

Tourism Consumers Travel Policies 103

One Millimeter Mindset

MAY 4, 2022

Take a breath, step back, and ask yourself the three questions encompassed in the title of today’s blog post. In my recent post-pandemic consulting conversations, I listen and guide clients like you. Our goal is a more innovative and realistic professional framework for the future. Are you serving yourself first or last?

Consulting 90

Consulting Innovation Leadership Customer Focused 90