marketing-customer-experience 
Optimove
FEBRUARY 27, 2020
In retail, there’s a somewhat clear separation between two main marketing strategies: Product-Driven and Customer-Driven. They differentiate in focus; Product-Based marketing centers communications around items purchased, their availability, and their usability. Product-Based Marketing. Customer-Based Marketing.
Oracle
FEBRUARY 27, 2020
Companies collect a plethora of customer data, but not all of it is meaningful. Customers who give scores of 9 or 10 are considered promoters, those who respond with scores of 7 or 8 are considered passive, and those who provide lower scores are considered detractors. Customer Effort Score. Net Promoter Score.
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SmartMessage Blog
FEBRUARY 27, 2020
Marketing automation is becoming more popular among marketers of today. With a heavy weight of many different tasks on their shoulders, marketing people see automation as a skillful assistant in optimizing their workload and increasing efficiency. It is a path to implement a more measurable and trackable marketing strategy.
Talkdesk
FEBRUARY 27, 2020
For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% customer abandonment rate in comparison to a 6.2% Studies find that companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries.
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Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.
Talkdesk
FEBRUARY 27, 2020
For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% customer abandonment rate in comparison to a 6.2% Studies find that companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries.
Qualtrics
FEBRUARY 27, 2020
As part of our XM Visionaries series, we spoke with Beth Ard, VP of Customer Experience at global tech giant CenturyLink. Beth discusses how CenturyLink is embracing CX, the challenges they’ve faced along the way and how to use customer pain points to drive transformation. Beth Ard understands her customers’ pain points.
Advertiser: Vanilla Forums
What is most important when interacting with a brand, and what is the ideal experience they’re looking for? Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. The key topics we cover in this report are: What do Customers Expect from CX?
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
With this paradigm shift in buyer behavior, the partnership between the Chief Customer Officer (CCO) and Chief Marketing Officer (CMO) has become critical for organizations. How to effectively engage and optimize your customer experience. Models for collaboration across the organization.
Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections
Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for. Brands that connect with customers on a personal, emotional level will be more successful than others. 6 Ways to Make Your Employees More Human.
Speaker: Bill Johnston, Community Innovation Officer at Structure3C
Customers who share stories, knowledge, and experiences with other customers or prospects are more effective and authentic than traditional marketing programs. It follows that community-based advocacy programs can produce tremendous value and have a transformative impact on both the community and host company.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Advertiser: ZoomInfo
This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics. Here’s what’s covered: How data-driven marketing drives the customer experience. Understanding marketing strategy & performance. The most challenging obstacles to data-driven marketing success.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Advertiser: Vanilla Forums
Centering a business around the customer is critical for accelerated growth and customer-centricity requires a strong CCO and CMO alliance. When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. How the CCO can improve CX and drive advocacy. Download the ebook now!
Speaker: Mike Ellis, Vanilla Forums Marketing Manager
What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. How do customers see community as a solution to their customer experience expectations?
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
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Did you know that 73% of customers point to a prior experience as the most important factor in their purchasing decisions? With an increasing dependency on all things digital, customer behavior is changing faster than ever. How to guide your customers with customer journey orchestration.
Speaker: Hope Neiman, Chief Marketing Officer of Tillster
However, another under-the-radar resource can be utilized to create a similar degree of connection and drive the same kind of customer loyalty: Digital ordering platforms. With increased visibility into customer behavior, brands become well-equipped to leverage their technology, increase sales, and ensure returning customers.
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Your customer experience (CX) is a critical part of your brand. B2B branding isn't just about logos, taglines, or selling products or services; it's about building a relationship with your customer, ensuring effective product support, and creating an all-encompassing solution.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. Whether via chat bot, email, or social media, every customer should have the same opportunity to resolve their queries.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. The best customer experiences go beyond the sale.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement. He will share with you: Market research on the shifting labor market. The impact these trends will have on customer experience and employee experience.
Speaker: Skilljar Experts
Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. Join Skilljar's all-star team of onboarding pros for this next webinar featuring: Sara Robba, Director, Customer Success.
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The biggest challenge facing Contact Centers is understanding what customers expect. With today’s ever-changing customer expectations, dynamic market realities, and aggressive competitors, the onus is on organizations to quickly understand where they are successful and where they fall short.
Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate
Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business.
Speaker: Jake Miller, Senior Product Marketing Manager, Allego
During this exclusive event, Jake Miller, Senior Product Marketing Manager at Allego, will explore how to empower sellers to create customized and immersive buying experiences.
Speaker: Zak Haitkin, Localization Manager
The pinnacle of success for any business is ultimate customer and employee gratification. Organizations need to ensure that their brand is experienced as intended if they want to have an influence on the global market and increase overall satisfaction. The strategies you can employ to launch a successful localization project.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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