Hello Customer
APRIL 24, 2020
How can empathy make a difference as we are all adapting to a changing world? Last week we hosted a strategic session with some of our customers, together with Steven Van Belleghem. During this session, they had the chance to put some of the biggest challenges they’re facing on the virtual meeting room table. In this blog post, we gladly share some of the insights with you.
iPerceptions
APRIL 20, 2020
A crisis can have reverberating effects on the day-to-day of customers and brands alike.
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Daniel Group
APRIL 24, 2020
As we all continue to navigate through the Clovid-19 crisis, we hope that you, your families, and companies are safe and well. At The Daniel Group, we continue to strive to help our clients adapt to ever-changing business environments and supporting your customers. First, I want to share with you my latest blog, Customer Feedback during the Crisis: More is Better.
CSM Magazine
APRIL 24, 2020
Customer Relationship Management (or CRM) is a phrase used about how your organization engages customers. It is often assumed that CRM implies a system used in capturing information relating to customers. However, it is important to reiterate that this is only a small part of the bigger picture. Effective CRM involves the use of tech to college data needed to offer improved services and support to customers.
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.
Lumoa
APRIL 22, 2020
Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
APRIL 20, 2020
Join GetFeedback and TEDx speaker Jeannie Walters in this on-demand webinar, as we share ways to quantify your feedback data and the different actions you can take to improve customer relationships and drive business revenue. .
NICE inContact
APRIL 20, 2020
Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.
Lumoa
APRIL 22, 2020
B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It’s kind of like making New Year’s resolutions… you know you should stick to them, but somehow you always stray from the righteous path.
Customer Bliss
APRIL 24, 2020
In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. In today’s “Daily Dose,” I want to talk to you about the wonderful gestures that so many companies are making on behalf of their employees.
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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.
Kerry Bodine
APRIL 23, 2020
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks. My main takeaway was Gay’s framework for describing four “zones” that we all function within: The Zone of Incompetence: When you’re in this zone, you’re doing things you’re not good at — and that others are. Gay suggests we all avoid doing these tasks by delegating them to someone else or finding another workaround.
NICE inContact
APRIL 22, 2020
One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.
Calabrio
APRIL 23, 2020
In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges. This week, instead of exploring how we handle the here and now, I am keen to share some ideas on how leadership can prepare for a smooth, safe transition when companies return to p
Alida
APRIL 22, 2020
It is in the difficult times when we see the best in people and the best in community.
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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.
Kerry Bodine
APRIL 19, 2020
We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. Even as countries around the world look to ease restrictions on citizens’ movement, this transformation will have a lasting impact on both our personal and professional lives for months and years to come. That means the need to understand your customers’ behaviors, needs, and expectations is greater than ever.
NICE inContact
APRIL 21, 2020
The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes.
Beyond Philosophy
APRIL 23, 2020
We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits. Lorraine is demonstrating how the Endowment Effect works.
Experience Investigators by 360Connext
APRIL 21, 2020
Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers has with your brand, built on every interaction and emotion along the way. It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience.
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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?
Uniphore
APRIL 22, 2020
It’s fair to say COVID-19 has changed the way businesses operate. Compare everyday life today with your daily concerns from a month ago. The difference is pretty stark. Like everyone else, call centers have been reeling from the aftermath of the coronavirus. Paul Stockford, National Association of Call Centers Research Director, raised concerns about what he called a “pretty high” risk of exposure in those working environments.
NICE inContact
APRIL 22, 2020
One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.
Calabrio
APRIL 21, 2020
Last week, I talked about some of the inspiring ways our customers are tackling the challenge of coronavirus and strategies Calabrio is using to aid our customer network. Staying positive can be difficult now, and that’s why sharing positive stories from our network is so important. As leaders, our role is to help our people understand what is going on—with our company, our employees and partners, and within our communities.
TechSee
APRIL 21, 2020
During the COVID-19 crisis, every company wants to continue providing uninterrupted service. From utility companies and communication services providers to insurers and consumer electronics suppliers, the two main challenges are ensuring service delivery and protecting their most essential workers: field technicians. This has prompted many organizations to explore innovative technologies such as remote Visual Assistance.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Uniphore
APRIL 21, 2020
How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. Overcoming security and privacy concerns and remaining compliant with governmental regulations requires call centers to walk a tightrope.
NICE inContact
APRIL 21, 2020
The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes.
ShepHyken
APRIL 22, 2020
“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer.
Heart of the Customer
APRIL 23, 2020
During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. We’ve also created a LinkedIn group, Managing the Coronavirus Experience (the Other CX), for you all to share your own tips. […].
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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,
Thematic
APRIL 21, 2020
Some companies are seeing massive growth as a result of COVID-19. This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing.
NICE inContact
APRIL 20, 2020
Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.
Myra Golden
APRIL 23, 2020
It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun? Is she eating healthy? Your employees are on their own at home. If a remote employee’s next phone call is from an angry, irate customer, can they handle it?
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