Strikedeck

SEPTEMBER 17, 2020

Zahra talks about the benefits of building a personalized customer experience.

Customer Experience 52

Customer Experience Customers Customer Success 52

Steve DiGioia

SEPTEMBER 17, 2020

Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against. Whether they’re correct or not, an impression is made based on the unconscious signals we send. So, what do they think of me, or you?

Tips 191

Tips Measurement Customer Experience Customers 191

NICE inContact

SEPTEMBER 17, 2020

The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues. To successfully navigate the pandemic and achieve positive business outcomes, companies need to take strategic and meaningful steps towards building a more flexible working environment that enables agile and remote working practices.

Strategy 156

Strategy Company Contact Center Call Center 156

Beyond Philosophy

SEPTEMBER 17, 2020

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .

Fashion 164

Fashion Financial Study Report 164

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

NICE inContact

SEPTEMBER 17, 2020

2020 has transformed the way life looks both inside and outside the workplace, with a lasting impact that’s still affecting contact centres around the world. What does the global COVID-19 pandemic mean for contact centres? How are customers and agents evolving?

Omni-Channel 156

Omni-Channel Customers 156

One Millimeter Mindset

SEPTEMBER 17, 2020

How do you establish your voice when working with cross functional teams? For some of you, this idea is completely daunting. Why? Because cross functional teams have lots of “those” people on them. You know. Professionals from the “other side” of your organization: the people whose professional behavior intimidates you the most. First, because you do not understand the professional terminology which dominates the voice they collectively carry into cross functional conversations.

Exercises 106

Exercises Meeting Leadership Communication 106

CSM Magazine

SEPTEMBER 17, 2020

Demand for immediate, 24/7 support is at an all-time high. With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

Vanilla Forums

SEPTEMBER 17, 2020

So, you’re here because you want to get a snapshot of what your community implementation process would look like with Vanilla Forums. Completely understandable, and you’ve come to the right place; this blog will provide you with an overview of what your journey with us would be like. We get it—looking to procure any new system, program or tool is a big step to take for any organization.

Resources 98

Resources System Tools 98

Influitive

SEPTEMBER 17, 2020

It’s hard to believe that Influitive Live 2020 was already a month ago! Like many other companies, we had to pivot to a virtual event which brought both opportunities and challenges. While going digital allowed us to engage a global audience of customers and buyers, we wanted to deliver a unique and engaging experience. In […]. The post Creating Engaging Content Experiences within a Virtual Event appeared first on Influitive.

Engagement 98

Engagement Customer Experience Company Customers 98

Advertisement

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

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members. They quickly realized that the best way to handle the increase in engagements was by offering their members self service options for simple questions which freed up their agents to handle the more complex inquiries.

Self Service 95

Self Service Chatbots Case Study Study 95

Zeisler Consulting

SEPTEMBER 17, 2020

There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible: a history of use of a platform or programming language that’s longer than the language’s existence in the first place. There’s even been a mocking job posting put up with a cascade of similar impossibilities as requirements.

Industry 72

Industry Healthcare Hospitality Retail 72

Wootric CX Blog

SEPTEMBER 17, 2020

In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience. If you don’t, you can rest assured that your competitors will.

Customer Experience 71

Customer Experience Leadership Course Consumers 71

The DiJulius Group

SEPTEMBER 17, 2020

Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert shares some valuable insights from her new book, Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone. One of the main points in her book is practicing kindness – intentionally. But how do we make sure we do it. Read Full Article.

How To 70

How To Groups Connections Culture 70

Advertisement

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

SurveyGizmo

SEPTEMBER 17, 2020

“Getting surveys up and running fast, and then sharing the data as we collect it, helps give stakeholders preliminary feedback they can see using the built-in dashboards,” said Tyler Downer, Quantitative User Researcher at Mozilla. “Gathering and quickly reporting on data allows product management and engineering to see user response to new products and features in real-time, allowing for rapid adjustments without the need for dedicated analysts all the time.”.

Feedback 64

Feedback e-support Roadmap Customer Satisfaction 64

Gainsight

SEPTEMBER 17, 2020

Emmanuelle Skala is the SVP of Customer Success at Toast, and I respect the heck out of her. She recently posted about managing “Zoom fatigue,” which prompted me to share what I’ve done to cope with 2020. I’ll say upfront that I am super privileged. I have a job that allows me to work remotely and via technology. I live in a neighborhood where I can walk safely and comfortably (except recently given the smoke from the unfortunate fires).

Comparison 59

Comparison Exercises Travel Video 59

MyCustomer

SEPTEMBER 17, 2020

Voice of the Customer The science behind better customer reviews.

Customers 97

Customers 97

Optimove

SEPTEMBER 17, 2020

As a marketer, I recognize the aspiration to deliver the perfect customer journey, where you address all your customers in a personalized manner, with content that is both relevant and timely. In digital marketing, it starts with creating automated journeys for every segment we can think of. But it doesn’t end there. Next, you have to try to predict every action, reaction, or decision a customer may have – and create automated journeys for those, as well.

Hotels 55

Hotels Customer Journeys Video Marketing 55

Advertisement

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

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members. They quickly realized that the best way to handle the increase in engagements […].

Customer Service 52

Customer Service Engagement Customers Innovation 52

Hello Customer

SEPTEMBER 17, 2020

Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. Beforehand, everyone could submit a question to ask Steven.

Customer Centricity 52

Customer Centricity Feedback Banking ROI 52

SurveyGizmo

SEPTEMBER 17, 2020

By Cameron Settle. When building your survey it’s important to lay out a clear process before you start. Begin by asking: What information am I looking to collect? How will I be distributing my survey? How long will the survey remain live? How do I want to use the data I collect? These questions will help you collect the right feedback to address the questions you need answered.

Survey 52

Survey Tips Report Data 52

MyCustomer

SEPTEMBER 17, 2020

Download this Paper. Lead goal. 270. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Find out how to maintain strong customer service as the demand for digital engagement grows.

Engagement 52

Engagement Customer Engagement Resources Customers 52

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

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Customercount

SEPTEMBER 17, 2020

Join David Stroeve for the Resort Trades Lunch Bunch webinar as he shares strategies and principles to increase your marketing effectiveness and company profits. The post Resort Trades Webinar with David Stroeve appeared first on CustomerCount.

Strategy 52

Strategy Marketing Company 52

Maru Group

SEPTEMBER 17, 2020

If the past seven months have taught us anything, it’s that health is our most valuable asset. Particularly for individuals living with chronic health conditions at higher risk for having COVID-19 complications, such as asthma, cardiomyopathy, vasculitis, and Crohn’s, 2020 has both amplified health and safety precautions, and intensified the relationships these individuals have with healthcare professionals, pharmacy staff, and brands.

Healthcare 52

Healthcare Retail Consumers Loyalty 52

SMG CX

SEPTEMBER 17, 2020

Data-driven brands and insights-driven brands are heading in different directions. In “Build An Insights-Driven Business”, Forrester reports, “Insights-driven organizations are growing at an average of more than 30% annually and are on track to grow eight times faster than global GDP.”.

Customer Experience Management 52

Customer Experience Management Customer Experience How To Management 52

Advertisement

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

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service. With competition high and client expectations higher than ever, it is crucial to stay ahead of the game and contact centres to use everything within their power to do so.

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

Hello Customer

SEPTEMBER 17, 2020

Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. Beforehand, everyone could submit a question to ask Steven.

Customer Centricity 52

Customer Centricity Feedback Banking ROI 52

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees. Vipula has a wealth of experience, working in several industries from banking, to hospitality, to consulting.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52