Gainsight

AUGUST 19, 2022

If you weren’t able to make it this year, or simply want to relive everything, here are our top ten learnings from Pulse! . You can win in business by being Human-First . He described how throughout the last few years, he’s been reminded how important it is to help each other through ups and downs and remember we are all human.

Self Service 52

Self Service Conference Customer Success Customer Centricity 52

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The loyalty industry still operates mostly on tightly-integrated legacy technology platforms, in which changes are slow and expensive.

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

ChurnZero

FEBRUARY 4, 2022

Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? Engaging your investors starts by understanding what they care about.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Currency Alliance

DECEMBER 20, 2022

Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

Currency Alliance

DECEMBER 7, 2021

Did you hear the term ‘Big Data’ during 2021 (or 2020 for that matter)? I encourage you to keep experimenting because the constraint with AI is not the technology, but the lack of sufficient or clean data – two aspects covered by our Loyalty Imperatives. I heard it once, two weeks ago at a loyalty conference in London.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

Kustomer

FEBRUARY 3, 2022

She also explores how operations are essential to creating the ultimate CX. Gathering data is a must for ensuring customers have the best experience possible because it gives insights that aren’t typically seen in customer interactions. Tune in to the episode to learn more! Using Data to get Customer Insights.

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

Gainsight

JULY 20, 2020

The Key to Customer Success Was Transformational Leadership. They were dedicated to transforming their business with a new management team. As Commvault transitioned into expanding its portfolio of products and transformed its licensing model to subscription, it became clear that customer success was essential. . Or did they?

Customer Success 52

Customer Success Customer Journeys Leadership Customer Centricity 52

Currency Alliance

AUGUST 22, 2022

If you are already operating a loyalty program, the chances are, your own points bank is baked into one of these monolithic platforms – so you may never have considered how this module empowers (or limits) your overall loyalty program. This article answers those questions.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

SurveySparrow

NOVEMBER 26, 2019

“Many, if not most organizations around the world are measuring the customer experience badly!”. Survey Sparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Ian Goldin , one of the most respected voices in the Customer Experience (CX) industry.

Measurement 81

Measurement Strategy Feedback Touchpoint 81

Currency Alliance

NOVEMBER 14, 2019

The overarching loyalty trend of 2020 will continue to be brands getting to grips with digital transformation. In ‘Why so many digital transformations fail’, Harvard Business Review cites : inordinate wastage on proprietary technology. If that sounds like loyalty is late to the party, that’s not necessarily a bad thing.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

NobelBiz

MAY 16, 2023

Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

Currency Alliance

OCTOBER 12, 2020

As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”. I said, “well yes, I am”, and they said, “we wanted to congratulate you for reaching one million actual miles on United’s flight today. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Natalie Petouhof

AUGUST 15, 2022

Just to be clear, in case the above title suggests a modern-day pulp romance novel, the full title should clear things up: “Empathy in Action – How to Deliver Great Customer Experiences at Scale.” Customer Experience Strategist at Genesys, respectively. History Foreshadows CX Problems.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

Currency Alliance

JANUARY 22, 2020

Instead, the greatest loyalty in the last two decades has been earned by new, highly differentiated forms of customer value – usually thanks to the visionary leadership of a founder or CEO. The obvious example would be somebody such as Steve Jobs, whose Apple products have created a worldwide cult of evangelists.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

Currency Alliance

MAY 9, 2019

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when This phase won’t last. Of course, until a few years ago, there was no “mobility sector”. With growth, comes competition. Enter: loyalty marketing.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

NobelBiz

MAY 16, 2023

Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic. Its scalability, flexibility, and cost-effectiveness make it an attractive option for organizations looking to streamline their operations and enhance customer experiences.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

NobelBiz

APRIL 25, 2023

This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment. Companies must take concrete measures like automation, technology-driven service delivery models, and right-sizing staff numbers. – Steve Bederman, President of NobelBiz 1.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Avaya

MAY 10, 2016

It must have been a terrific feeling, but who could you talk to? Case in point, last year Dimension Data reported that two out of five companies say that their current digital channel systems don’t meet current needs and less than half of those companies believe their digital infrastructure will deliver against future needs.

Contact Center 40

Contact Center Retail Omni-Channel Customers 40

Kustomer

JULY 8, 2021

Would there be lasting world peace? You might be wondering how AI drives human connection when artificial intelligence is, well, artificial. The purpose of AI is to support agents in a way that allows them to further personalize customer experiences by supplying them with the right information necessary for success.

Contact Center 98

Contact Center Self Service Examples Consumers 98

ProProfs Chat

DECEMBER 20, 2019

Are you still having second thoughts about the implementation of live chat software on your business website? Are you still having second thoughts about the implementation of live chat software on your business website? . Or are you still wondering what exactly live chat software does? Amazing isn’t it! . What is Live Chat?

Software 82

Software Tools Communication Trends 82

Currency Alliance

NOVEMBER 17, 2020

After many companies dealt with panic and shock during March and April of 2020, most professionals got back to work accelerating their digital transformation. After many companies dealt with panic and shock during March and April of 2020, most professionals got back to work accelerating their digital transformation.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

CX Workout - Ideas Blog

JUNE 11, 2018

More and more companies facing similar odds are deciding to launch new businesses using readily available technology to bring new innovations to market faster, more cost effectively, and unhindered by the obstacles faced by their legacy organizations. Their dilemma wasn’t what to do—it was simply how to do it. But the market wasn’t waiting.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

More and more companies facing similar odds are deciding to launch new businesses using readily available technology to bring new innovations to market faster, more cost effectively, and unhindered by the obstacles faced by their legacy organizations. Their dilemma wasn’t what to do—it was simply how to do it. But the market wasn’t waiting.

Innovation 40

Innovation Software Technology Tools 40

CX Workout - Ideas Blog

JUNE 11, 2018

More and more companies facing similar odds are deciding to launch new businesses using readily available technology to bring new innovations to market faster, more cost effectively, and unhindered by the obstacles faced by their legacy organizations. Their dilemma wasn’t what to do—it was simply how to do it. But the market wasn’t waiting.

Software 40

Software Technology Innovation Tools 40

Currency Alliance

FEBRUARY 26, 2019

Every sector is different, but if your customer engagement levels are not in the top 10% of your industry, you have work to do. Every sector is different, but if your customer engagement levels are not in the top 10% of your industry, you have work to do. The loyalty program is not a barnacle that has been attached to the business.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem. Anna Morrish.

Software 40

Software Customer Experience Company CRM 40

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! So, we hope to inspire amazing, thoughtful conversations today that will create actionable insights for you. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40