Forrester's Customer Insights

APRIL 12, 2023

Find recommendations for how to best prioritize journeys and discover our Customer Journey Prioritization Tool for doing the prioritization work.

Customer Journeys 26

Customer Journeys How To Customers Tools 26

Team Support

APRIL 12, 2023

Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.

Software 98

Software Management Guidelines Tools 98

AWS Machine Learning

APRIL 12, 2023

Globally, many organizations have critical business data dispersed among various content repositories, making it difficult to access this information in a streamlined and cohesive manner. Creating a unified and secure search experience is a significant challenge for organizations because each repository contains a wide range of document formats and access control mechanisms.

Case Study 90

Case Study Groups Study Policies 90

dscout People Nerds

APRIL 12, 2023

Having invested stakeholders can make or break all of your work. How do you cultivate great relationships for many projects to come? We conducted a study to find out.

Engagement 87

Engagement How To Study 87

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

Zeisler Consulting

APRIL 12, 2023

When you ask an analyst a question, ideally it’s met with several in return. That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer. A healthy dialog between you and an analyst will lead to much better analysis and even more importantly, that analysis will come with much better insights.

Analysis 72

Analysis NPS Survey Interaction 72

One Millimeter Mindset

APRIL 12, 2023

How do you rate your ability to professionally translate what your team delivers to clients? In my consulting, mentoring and speaking collaborations, I ask professionals like you to define what their desired outcome looks like from our mutual experience. Often, I hear phrases like: “ I want you to take my business to the next level,” or “I want you to help me fast-track my career.

Consulting 77

Consulting Leadership Innovation Advertising 77

Cyara

APRIL 12, 2023

Today is the future! Or it certainly seems that way, with all the buzz and advancements in machine learning, neural networks, natural language programming, and other disciplines within artificial intelligence. We humans are now no longer the only “beings” on planet earth to use and understand spoken language.

Chatbots 67

Chatbots 67

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? I advocate for immediate action in this space. Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

The DiJulius Group

APRIL 12, 2023

Capturing an audience’s attention can be tricky, particularly in a corporate setting. If you can master the art of storytelling, delivering your message becomes more enjoyable for everyone. If you’re a fan of movies or TV shows, you’ll recognize good storytelling as soon as you hear it. They’re captivating. In a corporate setting, as a. Read Full Article The post 114: How Leaders Can Be Better Storytellers appeared first on The DiJulius Group.

Groups 67

Groups 67

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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

Keatext

APRIL 12, 2023

The post How to Illuminate Blind Spots at Your Contact Center appeared first on Keatext.

Contact Center 95

Contact Center How To NPS Survey 95

Gainsight

APRIL 12, 2023

Tulips. Bicycles. Van Gogh. There’s a lot to love about Amsterdam, including … Pulse Europe 2023. Pulse Europe 2023 Lands in Amsterdam Over the years, Pulse Europe has become more than EMEA’s premier conference for the customer success (CS) community. With events across the globe connecting CS, Product, and Community professionals from all walks of life, Pulse Europe has become a home for innovation, education, and Human-First connections.

Conference 52

Conference Customer Success Connections Consulting 52

Lithium

APRIL 12, 2023

Recently, CheckMates introduced banners aimed at encouraging our community users to log in or register. This fairly simple idea has already proved successful, so I thought it could be helpful to others. In thinking about this, it was just one stop on a much longer journey. So first, a little history. Check Point was a Jive customer, but there wasn’t any actual formal program before the CheckMates community program started in 2017.

Guidelines 52

Guidelines Metrics Analytics Innovation 52

Merkle

APRIL 12, 2023

Businesses are constantly looking for ways to stand out and engage with their target audience. One of the tools in question to achieve this differentiation is language generation. If you’re new to the language generation conversation, let’s start with a short overview.

Marketing 52

Marketing Tools Engagement 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

My Customer

APRIL 12, 2023

Sabio's Phoebe Asquith reflects on the company's recent Disrupt 2023 conference , and discusses how the CX tech giant is using data to ‘. 12th Apr 2023 By Phoebe Asquith Research Psychologist & Senior Business.

Data 52

Data Strategy Conference Company 52

SurveySparrow

APRIL 12, 2023

Have you ever wondered how your patients perceive the quality of care you provide? Do they feel comfortable, safe, and heard during their visits? Are they satisfied with the level of care they receive? As a healthcare provider, these are questions that you may ask yourself often. The truth is, you can never truly know the answers until you ask your patients directly.

Examples 52

Examples Survey Feedback Healthcare 52

Feedbackly

APRIL 12, 2023

Join our webinar with Zendesk to learn how companies can build stronger customer relationships and drive growth with the help of customer emotion data! Date: Wednesday, May 3 Time: 12 PM BST (UTC +1) / 2 PM EEST (UTC +3 ) Running time: 45 min >> Save your free seat here The power of emotions can’t be denied. A study by Harvard shows that 95% of purchase decisions are emotional.

Measurement 52

Measurement Government Feedback Trends 52

Gainsight

APRIL 12, 2023

This article was originally published on SaaStr “I never make the same mistake twice. I make it 5 or 6 times, just to be sure.” – Random quote I found on the Internet If that doesn’t describe the CEO experience, I don’t know what does. In February 2023, I hit my 10-year anniversary (or “Gainaversary,” as we say) of running Gainsight. After receiving my gold watch and Silicon Valley AARP card, I had a chance to reflect on a decade of community-building, cheesy music videos, and #CustomerSu

Self Service 52

Self Service Chief Customer Officer Software System 52

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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

IntouchInsight

APRIL 12, 2023

At Intouch Insight we are constantly revamping our software to make it as powerful as possible. This month, we added new features to the Intouch Insight Platform and IntouchCheck™.

Data 59

Data Software 59

Knowmax

APRIL 12, 2023

The post Improving Customer Service Information Accessibility With Knowledge Management appeared first on Knowmax.

Customer Service 52

Customer Service Management Customers Software 52

Brad Cleveland Blog

APRIL 12, 2023

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring considerable value. In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland.

Video 48

Video Training Technology Contact Center 48

Brandwatch CX

APRIL 12, 2023

Analysis 69

Analysis Data 69

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Brad Cleveland Blog

APRIL 12, 2023

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring considerable value. In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland.

Video 26

Video Training Technology Contact Center 26

Brandwatch CX

APRIL 12, 2023

Analysis 65

Analysis Data 65

SmartKarrot

APRIL 12, 2023

Role: Customer Success Manager Location: NAMER, Canada (Remote) Organization: Appvance As a Customer Success Manager, you’ll oversee onboarding, revenue retention, growth, and adoption in order to ensure the complete success of Appvance’s clients. Help Appvance lay the groundwork for customer success by: You joined our team early and will play a key role in defining our momentum.

Customer Success 19

Customer Success Customers Training Communication 19

Comm100

APRIL 12, 2023

Accessibility is critical in healthcare. Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In the US, the CDC follows the Disability Inclusion in Programs & Activities toolkit. In December 2022, Health Canada published its first Accessibility Plan. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication.

Healthcare 208

Healthcare Video Communication Government 208

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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

SmartKarrot

APRIL 12, 2023

Role: Customer Success Manager Location: NAMER, Canada (Remote) Organization: Appvance As a Customer Success Manager, you’ll oversee onboarding, revenue retention, growth, and adoption in order to ensure the complete success of Appvance’s clients. Help Appvance lay the groundwork for customer success by: You joined our team early and will play a key role in defining our momentum.

Customer Success 15

Customer Success Customers Training Communication 15

AWS Machine Learning

APRIL 12, 2023

This is a guest post co-written with Moulham Zahabi from Matarat. Probably everyone has checked their baggage when flying, and waited anxiously for their bags to appear at the carousel. Successful and timely delivery of your bags depends on a massive infrastructure called the baggage handling system (BHS). This infrastructure is one of the key functions of successful airport operations.

System 82

System Measurement Training Analytics 82

Forrester's Customer Insights

APRIL 12, 2023

Pity our friend ChatGPT — he is misunderstood and destined to disappoint every C-suite executive who sees him as a magic force that eliminates the need for human agents in their contact center. He is a powerful fellow that will have an outsized impact on the contact center, but not yet and not on his own.

Contact Center 9

Contact Center Customers Chatbots Customer Experience 9