Alida

MAY 26, 2022

We recently sat down with Susan White Frazier, Director of Market Research at Wondrium (formerly known as The Great Courses Plus), a subscription video streaming service with thousands of courses, documentaries, and nonfiction series, to learn how they are monitoring and encouraging positive customer experience within the entire Wondrium ecosystem. Susan and her colleagues have already embraced several key strategies to deliver extraordinary advancements in brand innovation; helping to keep long

Contact Center 130

Contact Center Touchpoint Course Video 130

Steve DiGioia

MAY 23, 2022

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards

Sports 361

Sports Fashion Hospitality Hotels 361

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

InMoment XI

MAY 24, 2022

We are just one week away from the XI Forum Sydney on June 1st! The InMoment Team is so excited for this year’s event, which will be in-person for the first time since the pandemic hit—and we know that this is an incredible opportunity for anyone, whether you’re just starting out on your CX journey or you’re ready to shake things up. We’ve designed this all-in-one-day conference to make sure each delegate leaves with the best, most actionable information to inspire their experience program.

Entertainment 493

Entertainment Case Study Conference Leadership 493

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

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Comm100

MAY 23, 2022

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it. As Gen Z now navigates higher education, they’re placing these heightened expectations onto colleges and universities. While this may seem like an unfair comparison, the reality is that Gen Z expects outstanding support from every brand they interact with.

Engagement 130

Engagement Chatbots Transportation Comparison 130

InMoment XI

MAY 24, 2022

This article was originally posted on CustomerThink.com. Sacagawea, a knowledgeable young Shoshone woman, successfully guided Lewis & Clark through the Louisiana Purchase territory, all the way to the Pacific Ocean. Tenzing Norgay, a Sherpa, whose backyard was the Himalayas, successfully guided Edmund Hillary on the first successful ascent of Mount Everest.

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). Just like few things are more frustrating for the average person than sending an email without getting a response, few things are as discouraging for a customer satisfaction expert as sending an NPS survey and receiving a score without any qualitative feedback.

NPS 145

NPS Net Promoter Score Feedback How To 145

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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.

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ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share.

How To 125

How To Call Center Employee Engagement Resources 125

Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

Leadership 126

Leadership Strategy Customer Experience Customers 126

Clarivate

MAY 26, 2022

This is our ultimate guide on how to write a narrative literature review. It forms part of our Research Smarter series. . How do you write a narrative literature review? Researchers worldwide are increasingly reliant on literature reviews. That’s because review articles provide you with a broad picture of the field, and help to synthesize published research that’s expanding at a rapid pace.

Tips 119

Tips Analysis Groups Examples 119

Interactions

MAY 26, 2022

Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

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Communication

Gainsight

MAY 24, 2022

Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I don’t care, you choose,” you know that every decision that gets made is a tiny miracle. . Inevitably, decisions create outbursts. Product managers know this all too well.

Innovation 105

Innovation Roadmap Analytics Meeting 105

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Vanilla Forums

MAY 27, 2022

Those in the community space (such as ourselves) will defend the value of community forums until the very end. We’ve written an endless amount of blogs and eBooks on the benefits of community, and indeed, our colleagues in the community space have agreed with our assertions every step of the way. But as logical and obvious as the benefits of community may seem, we’re aware that there could be a disconnect between community in theory and community in practice; that is, what leading community expe

eBook 98

eBook 98

Adrian Swinscoe

MAY 26, 2022

This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […]. The post Discovering customer experience in the banking industry first appeared on Adrian Swinscoe.

Banking 98

Banking Industry Customer Experience Customers 98

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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

Call Experts

MAY 26, 2022

Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . It has become much more accessible in recent years as technology has grown, and it can be beneficial for any business with a lot of phone calls coming in.

Call Center 98

Call Center Contact Center System Customer Service Representative 98

Zonka Feedback

MAY 26, 2022

Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good. According to Dimensional Research, customer service ranked number one among customers when asked about factors that influence their level of trust and loyalty to a company.

Effort Score 98

Effort Score How To Loyalty Customers 98

Kustomer

MAY 26, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen has a heart to heart with fellow business leaders, urging them to take advantage of chatbots so their organizations will acquire and retain customers. Chatbots are also fantastic tools for lightening agent load, allowing them to tackle more complex customer inquiries. Tune in to the full podcast episode to learn more!

Chatbots 98

Chatbots Virtual Agent Customer Service Loyalty 98

West Monroe

MAY 24, 2022

Peloton was born in the digital era and hit mainstream this decade with the right product at the right time. But nothing stays gold forever. With an unexpected drop in demand and ballooning costs, Peloton is now rushing to evolve in a turnaround effort. The road ahead will not be easy. Peloton’s 2021 shareholder return of -76 percent was the lowest of NASDAQ’s 300 Index.

Company 98

Company Financial Leadership Apparel 98

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

Clarivate

MAY 24, 2022

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate. Since then, we have been moving full speed ahead – remaining focused on ways we can take action faster with greater purpose, making sustainability part of our global culture and improving our measurem

Government 98

Government Exercises Innovation Report 98

Zonka Feedback

MAY 25, 2022

When it comes to running a hotel business, it becomes vital to see if you were able to satisfy your guests or not because hotel guests usually share their experiences with their friends and known ones. So, businesses that fall under the hospitality sector including restaurant and hotel chains should use online survey tool because, only with the help of Guest Feedback, you get to know how your guests feel about you and your hotel or restaurant.

Hotels 98

Hotels Tools Survey Hospitality 98

inQuba

MAY 23, 2022

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. It’s an ongoing practice rather than a discreet project and offers a proven solution to customer experience and profitability for the customer-centric business.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

kommunicate

MAY 22, 2022

Last Updated on May 22, 2022 “ The best business experiences meet people where they are.” Mark Zuckerberg, Conversations Keynote speech, 2022 Mark Zuckerberg was not making a statement into thin air when he said these words during Meta’s first-ever Conversation’s event. Meta just announced that the WhatsApp Cloud API and businesses across the world [.].

Meeting 98

Meeting 98

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Tips

Lithium

MAY 24, 2022

We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, Chris Vetrano ( ). This Khoros Titan found his passion for engagement after being inspired by the Pop Music Industry and running his own American Idol Fantasy league. Now, leading the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride sharing.

Gamification 96

Gamification Loyalty Brands Consulting 96

dscout People Nerds

MAY 25, 2022

Tapping the unmet needs of users is a hidden gold mine. So, what’s the right approach to get that valuable information? We have a few tips.

Tips 105

Tips 105

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. The designation of small, medium, and large customers doesn’t reveal much about what customers want or why they are in the group they are. . Perhaps a different tack is in order.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78