My Customer

MARCH 27, 2023

Microsoft recently announced the launch of Copilot, a new tool that is set to bring massive productivity gains for professionals across the.

Innovation 52

Innovation Tools 52

The DiJulius Group

MARCH 27, 2023

The highest level of customer experience goes hand in hand with customer retention. Admittedly this might sound like a no-brainer. Yet—despite it costing 5-10x more to gain new customers than to get more business from current ones, and that current customers spend a whopping 67% more, on average—companies often focus more on customer acquisition than.

Customer Retention 95

Customer Retention Groups Customer Experience Company 95

West Monroe

MARCH 27, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "How AI and the Next Generation of Employees are Shaping the Workplace" on Spreaker. About the episode Workplace 2.0 is about to revolutionize companies. How can they harness younger, tech-savvy talent—their ideas, their energy, and their ability to break through siloes?

Social Media 94

Social Media Culture Competitive Advantage Technology 94

ShepHyken

MARCH 27, 2023

Top Takeaways: Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. We now have technology that companies can apply quickly and cost-effectively to deliver the transformational experience customers have expected from the support industry for a long time. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot.

Self Service 64

Self Service Omni-Channel Chatbots Customer Expectations 64

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

Topdown

MARCH 27, 2023

The customer experience is one of the most important aspects of an organization. In some cases, the customer experience is even more important than the products being offered. This is especially the case in any service industry in which the customer experience essentially is the product. The sweeping acceleration into the digital era also plays a hand in this, bringing more levels of access to more people all across the nation and the globe.

Customer Experience 62

Customer Experience Strategy Customers Consumers 62

MyCustomer

MARCH 27, 2023

Voice of the Customer How Ticketmaster can improve customer experiences

Customer Experience 103

Customer Experience Customers 103

SAP Customer Experience

MARCH 27, 2023

Get ready for an electrifying episode of SAP Labs Talk as we welcome Joanna Maryewska, GM & Founder of SAP Recommerce! Brace yourself for an insightful discussion on how to revolutionise your brand’s sustainability game while gaining more engaged and loyal customers than ever before. Joanna is a true visionary.

Engagement 61

Engagement How To Customers Customer Experience 61

Magellan Solutions

MARCH 27, 2023

8 Things to Look Out For Before selecting an outsourcing company, there are a lot of factors to keep an eye out for. The success of an organization depends on how important it is to take these factors into consideration before outsourcing. In order to decide whether outsourcing is the best option for you, it is essential that you understand your needs.

Telecommunications 52

Telecommunications Financial Return on Investment e-support 52

SAP Customer Experience

MARCH 27, 2023

Continuous innovation has arrived. We’re proud to share that over the last several months, we have delivered more frequent and predictable innovations to support your digital commerce journey, providing more agility with enhanced capabilities for a composable commerce experience. This blog highlights the top features and enhancements released in the.

Innovation 52

Innovation B2C B2B Customer Experience 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

CSM Magazine

MARCH 27, 2023

Microsoft recently announced the launch of Copilot, a new tool that is set to bring massive productivity gains for professionals across the globe using its Office 365 application suite. But – and granted the official launch never mentioned any features or capability directly related to customer experience (CX) – it got me thinking none-the-less, could this be the latest disruptive AI capability for our industry ?

Customer Service 52

Customer Service Customer Service Representative Customer Satisfaction eBook 52

Merkle

MARCH 27, 2023

Have you ever been to a car dealership? The options are endless. From leasing to used and made-to-order vehicles, the automotive industry is an expert in extending the life of their products and finding something for every customer on the lot. Outside of automotive, this circular model is growing in relevance across industries. The next frontier for this model will be in digital experiences, as it becomes a valuable and necessary strategy to capture new customer data and drive business revenue.

Automotive 52

Automotive Brands Industry Strategy 52

CSM Magazine

MARCH 27, 2023

Employees are frequently required to work in surroundings that move quickly. This includes work in call centres, demanding corporate positions, and busy positions in restaurants. However, fast-paced can mean different things for different industries. For instance, the phrase is frequently used to conjure feelings of excitement in start-ups. It typically refers to the rate of work in service occupations (like restaurants).

Customer Service 52

Customer Service Advertising Exercises Healthcare 52

Centercode

MARCH 27, 2023

A comprehensive guide to launching a successful beta test for startups, including step-by-step instructions, examples, and tips.

Tips 52

Tips Examples 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

CSM Magazine

MARCH 27, 2023

Having a beautiful and well-designed wedding venue is important if you want to attract couples looking for the perfect place to tie the knot. However, even a stunning venue can be overshadowed by subpar service staff. The key to having successful events is having a team that pays attention to detail and makes sure that your guests’ experience is as pleasant and stress-free as possible.

Guest Experience 52

Guest Experience Hospitality Customer Satisfaction Communication 52

MyCustomer

MARCH 27, 2023

Engagement The pathway to B2B customer experience maturity

B2B 65

B2B Customer Experience Engagement Customers 65

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market. With predictions of an uncertain economic environment, contact centres are more budget conscious.

Contact Center 52

Contact Center Multi-Channel Management Omni-Channel 52

Forrester's Customer Insights

MARCH 27, 2023

The Federal Reserve announced on Wednesday that it is hiking interest rates by 25 basis points to a range of 4.75% to 5%. This decision has made headlines because many had hoped for a pause on the Federal Reserve’s continuous interest rate hikes due to the banking system’s volatility.

Strategy 26

Strategy Banking 26

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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,

Tips

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base?

Customer Service 22

Customer Service Customer Retention B2B Study 22

Forrester's Customer Insights

MARCH 27, 2023

In the prior Forrester Wave™ evaluation on contact-center-as-a-service (CCaaS) providers in August of 2020, AI was mentioned offhand a few times. It was not, however, a factor in the Wave scoring at all. A few years changed everything. AI has taken center stage in this year’s Wave, providing new capabilities across many aspects of a CCaaS vendor’s offerings.

Contact Center 26

Contact Center Customer Service Customer Experience Customers 26

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. However, with the technological demands of students rising, it’s not always easy for schools to provide students with the level and quality of support that they expect – especially within a tight budget.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

Forrester's Customer Insights

MARCH 27, 2023

Ransomware Vulnerability Warnings Are Coming To A Critical Infrastructure Near You The US Cybersecurity and Infrastructure Security Agency (CISA) launched the Ransomware Vulnerability Warning Pilot (RVWP) in January 2023 in response to ongoing concerns about the threat of ransomware. This is the CISA’s ransomware-centric take on external attack surface management for critical infrastructure.

Government 26

Government Management Trends 26

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

BirdEye

MARCH 27, 2023

Is there anything scarier than starting your own business? There are a number of challenges associated with starting a business. And when facing these challenges collectively, it can present an almost insurmountable obstacle. In this blog post, we’ll share 10 key steps on how to start a business to give it the best chance for success. So, put on your entrepreneurial hat, and let’s get started.

How To 10

How To Banking Insurance Social Media 10

Forrester's Customer Insights

MARCH 27, 2023

Digital strategy is a continual process of developing and refining a company’s approach to a fast-shifting landscape, one that requires decisions about what to do and what to avoid. As noted corporate strategy expert Roger L. Martin put it, “Strategy is what you choose to do and not do in service of a particular goal.

Tools 26

Tools Strategy 26

Kapta Customer Success

MARCH 27, 2023

The vast majority of B2B companies realize the importance of the Customer Success function to ensure customers receive value from your product by helping them achieve their goals for using your offering. This boosts retention, lifetime customer value, and revenue.

Lifetime Customer 10

Lifetime Customer Management B2B How To 10

Forrester's Customer Insights

MARCH 27, 2023

Tell Us About Yourself! After finishing my master’s degree in commercial sciences, I started in the graduate program of the biggest Dutch telecommunication provider of the Netherlands. I have worked in several roles, from the wholesale department to innovation, new business, transformation, and cybersecurity, mostly as a strategic advisor for executive leadership positions.

Meeting 26

Meeting Telecommunications Leadership Innovation 26

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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

Cyara

MARCH 27, 2023

Bringing Unparalleled Expertise to Customer Experience Assurance

Customer Experience 13

Customer Experience Customers 13

Forrester's Customer Insights

MARCH 27, 2023

Read on for a look at Forrester’s evaluation of the 13 most significant open banking intermediaries: The Forrester Wave™: Open Banking Intermediaries, Q1 2023.

Banking 26

Banking Financial Technology Innovation 26

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations. Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot.

Contact Center 84

Contact Center Gamification Training Chatbots 84