Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. How to Gather Customer Insights that Matter.

Customer Insights 68

Customer Insights Software How To Touchpoint 68

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

CustomerSuccessBox

MARCH 14, 2022

Whether you are starting out as an early Customer Success manager or you are an existing CSM, looking to grow into the industry and expand your knowledge base, here is what you need. We have curated the best courses and training handpicked for you to select the best out of the best. Customer Success Courses to pursue in 2022.

Course 52

Course Training Customer Success Customer Journeys 52

Forrester's Customer Insights

DECEMBER 12, 2023

The emergence of CS&T platforms ushers in a new era of upskilling and training focused not on point-in-time test prep but on continual learning, where practitioners go up against the latest attacker techniques individually or as a team to test technical skills, refine documented processes, and improve communication.

Training 36

Training Communication Trends Management 36

InMoment XI

JULY 13, 2023

Increasing awareness and providing comprehensive training to employees are crucial steps toward ensuring adherence to the act’s expectations.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. How to Gather Customer Insights that Matter.

Customer Insights 49

Customer Insights Software How To Touchpoint 49

SurveySparrow

APRIL 21, 2022

Public Transport (trains, metro stations, buses, rental bikes, ferries, airports). One reason is that the end-to-end customer experience is not viewed as a priority yet. The post Smiley Terminal: How to Use It to Gain Customer Insights Onsite appeared first on SurveySparrow. Gauge patient satisfaction with the services.

Customer Insights 52

Customer Insights Transportation How To Self Service 52

InMoment XI

AUGUST 2, 2023

By actively listening, learning, and implementing changes based on customer feedback, customer-focused companies create a framework for continuous improvement. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective.

Analytics 493

Analytics Data Customer Experience Social Media 493

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Forrester's Customer Insights

NOVEMBER 8, 2022

In September 2022, Forrester’s guide to global SA&T regulations and standards revealed an impetus for a better future, and I shared with you all a sneak peek into the future of security awareness and training (SA&T).

Training 26

Training Report Customers 26

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Forrester's Customer Insights

SEPTEMBER 13, 2022

Forrester’s Guide To Global SA&T Regulations And Standards Reveals An Impetus For A Better Future Twenty-five percent of security decision-makers tell us that their security awareness and training (SA&T) programs are driven by compliance. A recent NIST study on “Measuring the Effectiveness of U.S.

Training 26

Training Government Leadership Study 26

Forrester's Customer Insights

OCTOBER 9, 2018

I love going to Japan where everything works flawlessly and where customer obsession, or “omotenashi”, is deeply engrained into the culture of every institution: this is where, for instance, train operators apologize when their trains leave the platform 25 seconds earlier than schedule.

Training 45

Training Culture Customers Customer Experience 45

Horizon CX

MAY 19, 2023

They develop change strategies, manage the timeline and resources, coordinate communication and training efforts, and monitor the progress of the change initiative. By monitoring and evaluating results, they can provide insights and recommendations for adjustments and continuous improvement.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

DECEMBER 19, 2023

Machine learning-based methods, like deep learning algorithms, utilize vast datasets to train models that can automatically identify sentiment. This information can later be used to assist and train chatbots to provide more human-like experiences. Efforts must be made to reduce bias and ensure fairness in sentiment analysis.

Analysis 208

Analysis Social Media Trends Feedback 208

Vonage

SEPTEMBER 15, 2017

Customer insight: Start with customer insight gathered from your most important target customers – uncover the functional and emotional factors that drive retention and word of mouth referral. Design a Branded Customer Experience: That the organisation can deliver seamlessly across all channels.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Lumoa

SEPTEMBER 8, 2021

Re-Align the Function of Customer Insights Customer experience thought leader Shep Hyken says , “Customer service is not a department. Customer insights teams should focus on coaching everyone in your organization on finding the latest analytics and knowing how to action them. ” He is right.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective.

Analytics 295

Analytics Data Customer Experience Social Media 295

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. This training program proved so beneficial, it’s now required curriculum for all new hires.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Comm100

APRIL 10, 2024

Delivers training and onboarding assistance to new customer service agents. The role of AI in anticipating the needs of the customer Analyzing data to provide accurate predictions is arguably the primary use of artificial intelligence. Optimizes workflows to create a better, quicker service. Offers multilingual support.

Customer Service 221

Customer Service Chatbots Analytics Customers 221

Lumoa

JUNE 14, 2023

This initiative not only gave customers a voice but also helped Starbucks gain a better understanding of its customer base. Starbucks also trains its baristas to remember customers’ names, creating an ongoing customer relationship. Train your customer experience team to be honest with customers.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. This training program proved so beneficial, it’s now required curriculum for all new hires.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Forrester's Customer Insights

JUNE 20, 2023

Application security is in the spotlight again this year, with continued breaches due to the vast attack surface that applications and their ecosystems provide. Attackers probe deployment infrastructure, development environments, open source dependencies, and shadow APIs looking for weaknesses.

Training 26

Training Software 26

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. She works with business leaders to work out how to weave the customer into their already established cultures.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Forrester's Customer Insights

OCTOBER 16, 2018

The range isn’t just about training security incident response analysts; it’s a full […]. In late 2016, IBM announced the availability of its full-scale cyber range at the Cambridge, MA headquarters of its security division. With two shifts per day and currently booked out six to eight months, it’s been a huge success for the division.

Training 44

Training Leadership 44

Forrester's Customer Insights

DECEMBER 24, 2018

Training a well-adjusted machine learning model that won’t get in trouble and embarrass you in public requires the same assiduous guidance, […]. “You who are on the road must have a code that you can live by… teach your children well… and feed them on your dreams.” Graham Nash was spot on – about machine learning.

Training 50

Training Analytics 50

CloudCherry

OCTOBER 17, 2019

And processes in the company need to get people to really act on it, to embrace it, and to embed the customer experience insights as a way of life in the company.”. She is a CXPA Recognized Resource Training Provider with CCXP students from 70 countries. She’s also big on simplicity (Amen!),

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

Peter Lavers

FEBRUARY 18, 2015

Whilst debating there, on the relative importance of metrics verses action, I’ve been reminded of the importance of creating a customer insight team culture which drives action. As a final comment, just let me say that this also has benefits for your customer insight team members.

Customer Insights 40

Customer Insights Culture Competitive Advantage NPS 40

Forrester's Customer Insights

NOVEMBER 1, 2021

I’ve been living and breathing the security awareness and training (SA&T) market since joining Forrester 3.5 years ago, working closely with most vendors in this market, as well as our clients.

Training 26

Training Innovation Meeting Marketing 26

Forrester's Customer Insights

FEBRUARY 25, 2020

The first ever wave of it’s kind: The Forrester Wave™: Security Awareness And Training Solutions, Q1 2020′ is now live! It’s been an extensive and rigorous 4 months by not just our Forrester team but by our vendor community and their customers – whom without it would be impossible to pull this […]. It’s finally here!

Training 32

Training Customers Culture 32

Forrester's Customer Insights

MARCH 16, 2022

The security awareness and training (SA&T) market has been stagnant for so long, with the last major disruption as far as I can tell being the introduction of phishing simulations about a decade or so ago. Since then, the industry seems to have seen a slow and steady evolution from ticking boxes to meet a […].

Training 26

Training Meeting Industry Marketing 26

Blake Morgan

JANUARY 2, 2024

Donna Drehmann, Director of Customer Experience at Eargo, started her career in customer support and worked her way up to leadership roles at companies like Postmates, Asurion, and TikTok. One of the critical themes Donna emphasizes is building trust with customers through transparency.

Contact Center 52

Contact Center Leadership Tips Customer Insights 52

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291