Steve DiGioia

MARCH 25, 2020

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstan

Hotels 262

Hotels Course Leadership Financial 262

Experience Matters

MARCH 25, 2020

One of our principles for making changes to your Experience Management (XM) programs, SHOW HUMANITY, is critical for all of us right now. The post It’s A Perfect Time To Show Our Humanity appeared first on Experience Matters.

Management 251

Management 251

NICE inContact

MARCH 25, 2020

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX). And the improvements you make to your agent experience can have a profound impact on your contact centre’s customer experience.

Customer Experience 156

Customer Experience Contact Center Call Center Customers 156

Customer Bliss

MARCH 25, 2020

Today, I’m introducing something new that I’m calling The Optimism Report. Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kind of person. So what I want to share with you are acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this.

Report 183

Report Financial Video Course 183

Speaker: Loreal Lynch, 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

Gainsight

MARCH 25, 2020

If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. It’s also clear that no one was 100% prepared for the pace at which this new normal came about.

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Communication Fashion Hospitality Financial 143

iPerceptions

MARCH 25, 2020

We would first like to share our heartfelt support to all those affected by COVID-19. You are foremost in our thoughts as we navigate this pandemic and its impacts together.

Customers 93

Customers 93

ProProfs Chat

MARCH 25, 2020

Implementation of automated customer service is no longer considered an innovative competitive advantage but an essential way of staying competitive. Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them. And, I bet you don’t want that to keep happening to your business.

Customer Service 83

Customer Service Chatbots Knowledge Base System 83

Inbenta

MARCH 25, 2020

1. Define the stakes and set clear objectives. My company would like to set up an AI chatbot. Sure, but what are the objectives? There may be several internal needs that meet several objectives and they must be well defined beforehand. For example: Improve user experience: By adding a new self-service tool. Available 24/7. Make it easier to navigate and search for information on the desktop site.

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Chatbots Self Service Tips How To 89

Bold360

MARCH 25, 2020

We are living in an unprecedented time. In what seems like the blink of an eye, the way we live our lives has been completely transformed in almost every way imaginable. As we respond to the COVID-19 (coronavirus) pandemic we are shifting our behaviors and adapting to a new way of life that affects how we work, shop, eat, interact with one another and more.

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Policies Technology Video Customers 76

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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

Hello Customer

MARCH 25, 2020

Dear everyone. First of all, I hope you are safe and healthy. Given the situation, I felt like writing down my thoughts in a message to all of you. I know, it is raining letters from CEOs and by now your inboxes and newsfeeds are probably flooded. Still, I hope you’ll take some time to read this. I am writing this letter from the seclusion of my own home.

Hospitality 73

Hospitality Guidelines Government Retail 73

DemandJump

MARCH 25, 2020

In today's world, technology will generally do one of two things: expose opportunities for success or threaten organizations that refuse to accept the changing ways of the business landscape. Some might say it's not the fear of digital disruption that compels companies to make changes; rather, it's the digital version of the fear of missing out (FOMO).

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Technology Company 64

Martin Hill-Wilson

MARCH 25, 2020

I’m inspired by all who are keeping things going. Health workers, emergency services, customer services, volunteers, parents doubling up as home teachers and employees and people running f2f services that need to remain open. The shock of adapting so fast to new realities has hit us all. Whatever getting over COVID-19 means, it will not signal a return to the way things were.

Communication 67

Communication Customer Service Customers 67

Helen Dewdney

MARCH 25, 2020

The gap between theory and reality on social distancing. Whilst the nation is in lockdown and struggles with social distancing, our politicians continue to provide mixed messages and argue amongst themselves. They are hardly doing the best for the country. Coronavirus is killing people. However, it would appear that some people don’t seem to understand or care.

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Transportation Government Travel Training 65

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Playvox

MARCH 25, 2020

BPOs are in the business of delivering service quality to their clients. As such, quality assurance is essentially job #1 for these service providers, on a daily basis. Evaluating agents’ interactions and running coaching and training programs are all part of the BPO playbook.

Strategy 56

Strategy Training Interaction Culture 56

Helen Dewdney

MARCH 25, 2020

The gap between theory and reality on social distancing. Whilst the nation is in lockdown and struggles with social distancing, our politicians continue to provide mixed messages and argue amongst themselves. They are hardly doing the best for the country. Coronavirus is killing people. However, it would appear that some people don’t seem to understand or care.

Transportation 65

Transportation Government Travel Social Media 65

Maru Group

MARCH 25, 2020

In times of change and uncertainty it can be very difficult to put your feelings into words, or even be fully conscious of your underlying emotions. Asking “how do you feel?” and “why?” are questions of limited value at the best of times. And these are not the best of times. We need to ask questions in ways that allow us to tap into our fast, intuitive and unconscious choices—what Daniel Kahneman calls System 1 thinking.

System 56

System Exercises Travel Consumers 56

The DiJulius Group

MARCH 25, 2020

1. Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage. Read Full Article.

How To 61

How To Government Consulting Groups 61

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Ecrion

MARCH 25, 2020

Today, there are countless individuals in the wealth management industry. If you’re among them, you know how many documents you handle on a daily basis. To prevent those documents from slowing you down, you need to have a document creation system in place. There are several essential benefits you gain from having one, but you also need to have the right software program.

System 59

System Management Software Report 59

Forcivity Salesforce

MARCH 25, 2020

Catastrophic. Frightening. These and many more adjectives are being used on a daily basis to describe the current global pandemic sweeping the world and, in turn, sweeping our economy off a cliff. Closure of bars, restaurants, sporting venues, theaters, etc. will all.

Sports 52

Sports Customer Experience Customers 52

CSM Magazine

MARCH 25, 2020

Cisco is a well-known company that has brought transformations in the world of IT. Apart from its unique products, the company also offers training and credentials to those who want to develop in such a popular IT sphere like networking. Beginners and professionals with intermediate or advanced skills can all utilize this certification program. One of Cisco’s leading certifications is the 200-901 DEVASC , designed for those who plan to become network engineers.

Study 52

Study Resources Video Exercises 52

PK

MARCH 25, 2020

While the use of voice to machine interaction in healthcare may still be in their infancy, early initiatives are validating the promise of voice interfaces. Organizations that tap into real-world drivers of adoption will unlock new ways to simplify care journeys and engage patients. Read more at Fierce Healthcare. About the Author. Dave Wieneke leads PK’s focus on serving the digital experiences of healthcare organizations, establishing a baseline method of measurement as outlined in PK’s Hospit

Healthcare 52

Healthcare Hospitality Financial Measurement 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

FiveStars

MARCH 25, 2020

These are perilous times for small businesses, their owners, and employees. In recent weeks, nearly all of the 30 million small businesses across the United States (and many more worldwide) have been impacted. Of the two million brick-and-mortar storefronts, many have been forced to close their doors – with only some food establishments remaining open, […].

Tips 52

Tips Customer Retention Loyalty Customers 52

PK

MARCH 25, 2020

Life-changing events have a way of creating moments that matter that can bring people together. While the current crisis has forced many of us into isolation, it’s also created opportunities to connect in new and innovative ways. PK’s co-founders and presidents, Vijay Ijju and Vivek Kumar, recently wrote about our commitment to the safety of our employees and clients around the world during this public health crisis, and our deep commitment to supporting you, as we all embrace the ne

Connections 52

Connections Retail Healthcare Travel 52

Uplight

MARCH 25, 2020

As the world accelerates its response to the COVID-19 pandemic, the increase of stay-at-home mandates by employers and governments to protect community health is leading businesses to shut their doors temporarily or alter the way they do business. The subsequent slowing of the economy requires utilities to prepare for the impact of decreasing power demand Read More.

Management 53

Management Government Industry 53

ClientSuccess

MARCH 25, 2020

In the modern SaaS-driven world, standing out from the competition is getting harder and harder. With so many integrations, add-ons, and premium features coming up in what seems like every sales conversation, standing out from the crowd can take a miracle – or the right angle. Sure, product enhancements and price points might catch customer’s attention right out of the gate, but it’s the long-term value that prompts a buying decision.

Customer Success 53

Customer Success Strategy Company How To 53

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

DemandJump

MARCH 25, 2020

A term like marketing attribution modeling may sound a little scary. You may be wondering “Do you need an advanced data science degree to understand it?”.

Marketing 52

Marketing Data 52

NetBase

MARCH 25, 2020

Businesses and consumers are operating in a new reality as they pull together to fight the Coronavirus pandemic. How do companies stay on the consumers’ radar with business closures and mandated quarantines? The answer is with a little creativity, ingenuity and passion. Using Next Generation AI , we can see how companies are responding! Marketing Pandemic Pivot.

Retail 46

Retail Consumers Fashion Financial 46

CSM Magazine

MARCH 25, 2020

Though you may have created an effective strategy for finding the top talent to work for your organization, no employee comes into work on the first day knowing what to do. It is the responsibility of your human resources staff, training directors and management to get each new hire up to speed. From signing employment contracts and acknowledging company policies and procedures to learning the basics of how to operate equipment and work on assignments, there’s a lot they need to know before the

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Resources Tips Handbook Policies 45