eGain Blogs

AUGUST 12, 2022

And we are glad to say that eGain Solve 22 Conference is an industry event unlike any other. It is the Knowledge Management conference your CX needs. Which is why we are calling it the #1 Knowledge Management conference your CX needs. You will get insights from executives of leading companies.

Conference 87

Conference Self Service Chatbots Contact Center 87

West Monroe

MARCH 7, 2024

” What strategies are executives implementing to address external and existential issues facing their companies? Companies are trying to figure out how to become more efficient using technology and are looking at that as a way to not only supplement work but also for workers to advance themselves and make themselves more productive.

Innovation 52

Innovation ROI Customer Centricity Conference 52

Kustomer

OCTOBER 22, 2020

It turns out that when we do cost benchmarking, we look at companies who deliver high effort experiences compared to those that are low effort, easy experiences. Before the global pandemic, delivery company Glovo was already testing out automation and self-service, but the pandemic accelerated that need. “A A Whole New Way of Working.

Conference 96

Conference Self Service Sports CRM 96

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Why is this? A B2B Telecom reduced costs by 36% and increased revenues by 7%.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

GlowTouch

SEPTEMBER 6, 2019

GlowTouch to Attend Women’s Business Enterprise Strategic Conference in Tucson, AZ in September. The “Strategic Procurement Opportunity Conference” takes place September 10-12 and offers targeted networking and collaborative strategy sessions. GlowTouch has deep expertise in customer care and technical support.

Conference 40

Conference Contact Center First Call Resolution Return on Investment 40

West Monroe

MARCH 14, 2024

As a CEO myself, I've seen firsthand the impact of this current confusing environment on companies striving to not only survive but thrive. Our mission has always been clear: to help companies navigate these complexities and emerge stronger, leveraging technology and data to drive real financial gains and ROI.

Data 40

Data Banking ROI Financial 40

Wootric CX Blog

NOVEMBER 24, 2020

A common issue that marketers face when adapting to a changing market is maintaining and increasing customer engagement. . In lieu of in-person interaction, remote businesses rely on social media marketing to increase engagement and direct more traffic to the website. Know Your Customer Base. A Social Media Audit.

Customer Engagement 52

Customer Engagement Engagement Social Media Customers 52

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. and continuing VoC education (certifications, conferences, etc.). Still, only 55% of companies at these levels are doing these things. You’ll be more likely to capture insights applicable to all company rituals, especially strategic planning.

ROI 54

ROI Feedback Survey Financial 54

BirdEye

MAY 3, 2023

This ensures you find the platform that can give you the most engagement. Quality content engages your audience, showcases your expertise, and positions your brand as an industry leader. A shining example of a company that utilizes SEO effectively is Airbnb. They are also known to drive higher engagement and web traffic.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Blake Morgan

AUGUST 4, 2023

When looking for a keynote speaker for a conference, retreat, or presentation, most companies go through a speakers bureau. Instead of finding someone on their own, speakers bureaus connect companies and individuals with a huge variety of professional speakers, from authors to athletes and thought leaders.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

Alida

AUGUST 30, 2017

The Customer Intelligence Summit is a must-attend conference for marketing, CX, product innovation and market research pros. More and more companies are using Sparq to deliver timely insight to marketing, product management and CX teams. De-mystify ROI measurement. Find out what matters to your stakeholders outside of research.

ROI 100

ROI Innovation Effort Score Customer relationships 100

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. By speaking to drivers and getting to know what’s important to them, Lyft has been able to create partnerships with other companies to offer discounts on products and/or services (like learning how to do your taxes) that will be beneficial to their lives.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ShepHyken

JANUARY 30, 2023

They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. The easier company to do business with is going to win. How do you calculate ROI in CX? Meet your customers where they are.

e-support 62

e-support Healthcare Conference ROI 62

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Engaging Testers. Increasing Efficiency.

eBook 75

eBook Case Study ROI Roadmap 75

Kustomer

OCTOBER 22, 2020

It turns out that when we do cost benchmarking, we look at companies who deliver high effort experiences compared to those that are low effort, easy experiences. Before the global pandemic, delivery company Glovo was already testing out automation and self-service, but the pandemic accelerated that need. “A A Whole New Way of Working.

Conference 52

Conference Self Service Sports CRM 52

Natalie Petouhof

SEPTEMBER 1, 2016

From one mistake, a company’s reputation can be smeared all over the internet. The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

Verint

MARCH 6, 2018

Strata Data Conference. Attendees will learn about how artificial intelligence is helping companies—such as Amtrak, Charter Communications and SWBC—transform their businesses with AI strategies and solutions, apply data to develop and evolve conversational intelligence and business intents, and ultimately increase ROI.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

BirdEye

FEBRUARY 21, 2023

You can create company pages and share social media content with your audience to help generate leads or increase brand awareness. Twitter Twitter is fast-paced and offers a lot of opportunities for real-time engagement. This helps build relationships between the company and its customers. What is social media management?

Social Media 98

Social Media Management Multi-Channel Analytics 98

Alida

JUNE 30, 2017

According to KPMG, original equipment manufacturers (OEMs) and tech companies will increasingly fight for the valuable customer interface. What should traditional auto companies do to survive in a world that sees car ownership as less and less aligned with self-expression, freedom and status? Reinvent the brand-customer relationship.

Automotive 138

Automotive Industry How To Customer relationships 138

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. Indexes are useful in quantifying XM ROI when you use them for correlation analysis. XM annuities generate massive ROI. This is the key to quantifying XM ROI! 5 Best Experience Management Metrics Lynn Hunsaker.

Metrics 62

Metrics Management Effort Score ROI 62

Beyond Philosophy

APRIL 5, 2019

In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. Her clients have gone on to increase their scores for customer satisfaction and improved employee engagement. Many have also earned awards in their industry.

Culture 112

Culture Effort Score Leadership Conference 112

C3Centricity

APRIL 2, 2018

Thanks to social media and websites, the IoT (Internet of Things) and smart products, companies are inundated with information these days. A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. It also allows the measurement of its ROI.

Marketing 175

Marketing Handbook ROI Social Media 175

Innovative CX

MARCH 24, 2023

The percentage of consumers who have taken action to settle a score against a company through measures such as pestering or publicly shaming in person or online, has tripled to 9% from 3% in 2020 according to the study summarized by Katie Deighton in a recent Wall Street Journal article. No conferences. So, there it is. No consultants.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 52

ImprintCX Articles

JULY 17, 2023

Companies and leaders that foster a growth mindset are able to tackle complications, overcome obstacles, and work smarter to find success — even with limited resources. Why CX leaders need a growth mindset A growth mindset is characterized by a desire for continuous learning, embracing challenges, and resilience to change.

Culture 52

Culture Conference ROI Innovation 52

Education Services Group

MAY 11, 2018

Chartered to increase revenue and promote company growth, but don’t have the resources? Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. spread positive word-of-mouth about your product and company. High churn rates.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Innovative CX

JUNE 22, 2021

I stated that companies who instead decided to up their game for customers during the pandemic, walk together with their clients through the crisis and take the long view of the situation would reap the benefits of customer loyalty when this was all over. No conferences. Engage your customers by talking with them not surveying them.

Customer Experience 69

Customer Experience Chatbots Conference Customer Journeys 69

Qualtrics

MAY 1, 2019

Since founding Holly Palmer Consulting in 2016, she has presented at industry conferences on topics including creating a relationship fundraising culture, how to improve donor retention and how to design a meaningful alumni research study. And it’s from these companies that alumni and donor engagement teams can learn a lot.

Engagement 39

Engagement Survey Social Media Feedback 39

BirdEye

MARCH 17, 2023

By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services. Social monitoring keeps brands engaged with their audience while they obtain insights that allow them to deliver better service and experiences.

Tips 98

Tips Social Media How To Analysis 98

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Apple and Nordstrom are examples of just two companies that have changed consumer expectations. ROI Based Marketing. Engagement Plan.

Connections 56

Connections Healthcare ROI Metrics 56

NetBase

AUGUST 16, 2019

Our NetBase LIVE conferences in Los Angeles and New York will have you in fighting shape to end 2019 on a high note! Spoiler: 50% of consumers have switched a product or service because the company violated their personal values.) And after attending our LA conference, you’ll want more – and we have it. Story, Behavior, Action!

Social Media 62

Social Media Conference Analytics Multi-Channel 62

Call Experts

NOVEMBER 20, 2019

A caller will choose another competitor before sitting on the line longer with your company. . Whether engaging the newest technologies or relying on live agent support, one thing is for sure: Contact Centers can help you increase ROI during the holidays, and have happier customers. . . . How can you have engaged employees?

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Zeisler Consulting

OCTOBER 29, 2020

That’s a common question often used to kick off conversations on many webinars and conference chats. For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat. Where is your CX function located?

ROI 81

ROI Feedback Customers Groups 81

Call Experts

MAY 2, 2019

Understand key performance indicators to analyze high-value engagement. Advancements in automation technologies and digital channels create new tools for business owners to engage customers. Eliminate frustration and friction in process and engagement. Self-Improvement Tips to Grow your Company as a Business Leader!

Contact Center 56

Contact Center Self Service Call Center Conference 56

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. ” The sales team communicated the ROI and the value the customer was going to receive. 2 Tactics to Further Customer Success.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Call Experts

NOVEMBER 20, 2019

A caller will choose another competitor before sitting on the line longer with your company. . Whether engaging the newest technologies or relying on live agent support, one thing is for sure: Contact Centers can help you increase ROI during the holidays, and have happier customers. . . . How can you have engaged employees?

Call Center 49

Call Center Management Contact Center Customer Journeys 49

CustomerSuccessBox

APRIL 6, 2022

While these procedures are necessary, they might make the customer engagement process feel sterile and “formulaic” because it is based on a formula. This does not imply joining a conference call a few minutes early. It’s all part of a company’s customer-centric culture and dedication to quality.

Customer Success 52

Customer Success How To Conference Customers 52