Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.

Leadership 305

Leadership Customer Experience Survey Tips 305

Heart of the Customer

DECEMBER 12, 2020

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. (Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!) At Heart of […]. The post What Can the CX Tech Stack Do for You?

Technology 151

Technology Customer Focused Tips ROI 151

inSided

DECEMBER 16, 2020

2020 has been a year filled with unique circumstances. While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe.

Customer Success 59

Customer Success Strategy Trends Customers 59

GetFeedback

DECEMBER 16, 2020

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.

Trends 459

Trends Customer Experience Study Company 459

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

Storyminers

DECEMBER 14, 2020

Please don’t read ahead. I’m going to give you bullet points on a retail healthcare innovation that’s just been made public. You’ll get the gist of it. Then, I’ll ask you a few questions. You won’t have to write or do anything. Just think about them for a minute. Finally, I’ll show you the same innovation, but this time as a story. Ready? Here goes. –The innovation is to blend traditional pharmacy with a holistic medicine shop. –The pharmacists would know both approaches. –They

Healthcare 296

Healthcare Innovation Retail Video 296

NICE inContact

DECEMBER 16, 2020

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

Contact Center 165

Contact Center Call Center Omni-Channel Trends 165

GetFeedback

DECEMBER 14, 2020

Simplifying CX YouTube series video highlighting 2021 CX predictions.

Video 427

Video 427

BlueOcean

DECEMBER 17, 2020

A Case Study in Strategic Partnership. We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. We enjoy the freedom they grant us in being able to creatively take on new challenges and goals. Read on to discover how we: Achieved a 96% success rate of a two-hour delivery window.

Case Study 156

Case Study Study Training Customer Success 156

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

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

NICE inContact

DECEMBER 14, 2020

If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are. But you probably also noticed a change in your call volumes and patterns. Many organizations experienced a spike in volume at the beginning of the lock downs as well as an increase in handle times.

Software 156

Software Contact Center Management Customer Experience 156

ShepHyken

DECEMBER 16, 2020

I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other recognizable brands.

Company 148

Company Customer Service Customer Service Training Customers 148

TechSee

DECEMBER 16, 2020

Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

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

NICE inContact

DECEMBER 13, 2020

We connected with our team of subject matter experts to get their opinions on the top issues facing the 2021 contact center and what customer experience leaders need to keep in mind as they brace for the future. Here’s what they had to say.

Contact Center 156

Contact Center Customer Experience Connections Customers 156

ReviewTrackers

DECEMBER 16, 2020

A positive online presence for healthcare professionals is a must, which makes it critical to manage Vitals reviews. Vitals.com features over 1 million doctors in its database along with 165,000 facilities. Consumers use Vitals to find information on a potential healthcare provider, and they rely on feedback from other users. A Software Advice survey showed that 72 percent of patients use online reviews as the step to finding a new doctor.

Management 120

Management How To Healthcare Hospitality 120

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him.

Customer Service 118

Customer Service Video Customers Interaction 118

Myra Golden

DECEMBER 17, 2020

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.

Call Center 116

Call Center Analytics Communication Industry 116

Advertisement

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

Vanilla Forums

DECEMBER 15, 2020

Hello and welcome to the end of 2020! It’s been quite the year here at Vanilla, and despite all the twists and turns, it hasn’t slowed our teams down. Most recently, we wrapped up our Conversations event in November, which showcased over 35 speakers across the industry and gave us a chance to highlight all the functionality that’s been added to Vanilla over the past year.

Roadmap 116

Roadmap Industry 116

Zeisler Consulting

DECEMBER 14, 2020

The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well. A recurring gag is to make little jokes about headlines published around the Web that, regardless of the actual story attached, sound funny or irreverent when read on their own.

Course 93

Course Consulting Customers Brands 93

Wired and Dangerous

DECEMBER 14, 2020

John’s mother passed away several years ago. One thing he remembers vividly about his mom in her later years was how much she enjoyed receiving flowers on special occasions. When she was about to celebrate her 90 th birthday he sent her a special arrangement of flowers the week before her birthday! Obviously a very special time and a time for great celebration!

Competitive Advantage 91

Competitive Advantage Policies Training Meeting 91

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

Insurance 106

Insurance Financial Touchpoint Contact Center 106

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

The DiJulius Group

DECEMBER 16, 2020

The results are in! The DiJulius Group top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2020 How to Make 2021 Your Greatest Year by Weaponizing Adversity The Incredible Opportunities Out of the Coronavirus Crisis in Your Personal. Read Full Article. The post The Best Customer Experience Content from 2020 appeared first on The DiJulius Group.

Customer Experience 105

Customer Experience Video Groups Customers 105

ShepHyken

DECEMBER 14, 2020

Each week I read a number of 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. The 6 Top Customer Experience Trends in 2021 by Julien Rio. (CXM) The digital transformation of companies accelerated significantly in 2020.

Customer Service 136

Customer Service e-support Ecommerce Trends 136

dscout People Nerds

DECEMBER 17, 2020

Researchers often want to include people with access needs in their studies but don’t know where to begin. This three-part series covers the various considerations for adapting your practice to include people with disabilities.

Report 100

Report Study 100

Talkdesk

DECEMBER 18, 2020

A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season.

Retail 106

Retail Apparel Data Ecommerce 106

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

CSM Magazine

DECEMBER 17, 2020

Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. I’ve made literally thousands of calls over the years and – since I pay particular attention to customer communication – I’ve created a list of Top 10 Telephone Turnoffs.

Tips 98

Tips Customer Service Loyalty Communication 98

Hero Digital

DECEMBER 16, 2020

Whether it’s designing the first habitats for colonizing Mars or solving more down-to-earth problems like pollution and poverty, the future abounds with unlimited potential for humanity. Current students studying the STEAM (science, technology, engineering, arts, and math) disciplines will be the ones to harness that potential. It’s vitally important that students from all backgrounds participate, including girls, students of color, and youth from low-income communities.

Financial 98

Financial Banking Study Technology 98

Vanilla Forums

DECEMBER 16, 2020

With another year coming to an end, it's time to look back at the content that we've created here at Vanilla Forums. With roughly 3 blogs published per week, several guest contributors and 10 new eBooks introduced in 2020, we had a lot of impactful content to share with you.

eBook 98

eBook 98