Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. By organizing data from all customer interactions such as purchases, queries and issue resolutions, your brand can deliver personalized CS throughout all stages of the customer journey. Kustomer research also shows 84% of CX leaders predict personalization will become more important over the next three years.

Data 78

Data Customer Service CRM Customer Service Strategies 78

TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

Technology 207

Technology Video Connections Interaction 207

Alida

JUNE 1, 2023

Speakers at Activate 2023 celebrated the power of community's main comparative advantages, like versatility, malleability, and ability to enable the execution of targeted CX tactics.

130

130

Upstream Works

JUNE 1, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

Customer Engagement 141

Customer Engagement Engagement Connections Customers 141

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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.

Customers

MyCustomer

JUNE 1, 2023

Martyn Lewis explores the unique role CX teams can play in positively influencing and managing the buying journey.

Management 139

Management 139

Blueshift

JUNE 1, 2023

In the fast-paced world of retail and e-commerce , staying ahead of the competition requires innovation, strategic decision-making, and the right tools to get it done. As the busy holiday season slowly approaches, it’s crucial that marketers adopt strategies now to ensure efficiency and maximize customer outreach later. This is where AI comes in, especially as marketers are tasked with doing more with less.

Retail 98

Retail Marketing Innovation Tools 98

BirdEye

JUNE 1, 2023

Benchmarking drives greatness. Consider the four-minute mile. Experts thought it impossible that anyone could run a mile so fast, that is until Roger Bannister did so in 1954. Since then, roughly 1500 people have achieved “the impossible,” and it’s pretty much the benchmark for becoming a world-class runner. In the same way, a benchmarking strategy can propel your company to achieve your loftiest goals.

Strategy 98

Strategy Metrics Competitive Advantage Transportation 98

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

Call Center 78

Call Center Retail Course Customer Experience 78

MyCustomer

JUNE 1, 2023

In a candid discussion that draws upon her own experiences, Rachel Williams explores the lack of representation of BME people in senior CX positions.

92

92

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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

SAP Customer Experience

JUNE 1, 2023

A good product design and descriptive documentation are very often key to the success of a software product. It needs to be intuitive, obvious, easy to use and clear, without superfluous information. Wait, but who defines what is intuitive and easy to use? Well, YOU DO! We genuinely rely on.

User Experience 77

User Experience Software Customer Experience Customers 77

kommunicate

JUNE 1, 2023

Last Updated on June 1, 2023 The month of May saw our engineers pull out a neat trick out of their hat, and our product is one step closer to becoming the perfect solution for all your chatbot needs. Let’s take a closer look at what our technical team has been up to. Easily import [.] The post Here’s What’s New From June 2023 || Kommunicate Product Release Notes appeared first on Kommunicate Blog.

Chatbots 75

Chatbots 75

Cyara

JUNE 1, 2023

Chatbots have seen significant growth in recent years as more businesses look to utilize automation and artificial intelligence (AI) to improve the quality and availability of their service. They offer increased engagement opportunities for your customers and prospects and are available on a 24/7 basis. Chatbots also provide multilingual support with significantly reduced operational costs and lower labor resource requirements.

Chatbots 67

Chatbots Resources Engagement Customers 67

MiaRec

JUNE 1, 2023

Every Voice Analytics solution will analyze your call data for data-driven insights, so what makes one Voice Analytics solution "better" than another?

Analytics 78

Analytics Data 78

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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

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.

Analytics 62

Analytics Data Customer Experience Innovation 62

SAP Customer Experience

JUNE 1, 2023

As a recognized platform, CX Works has been an invaluable resource for businesses seeking guidance on SAP Customer Experience solutions. However, SAP has taken a step forward by integrating CX Works content into the SAP Enterprise Support Academy, a unified training and enablement platform designed to empower organizations to leverage.

Resources 60

Resources Training Customer Experience Customers 60

dscout People Nerds

JUNE 1, 2023

Meet the people that matter to you in the moments that matter to them. Qualitative research tools and services for product, innovation, CX, and brand.

Innovation 59

Innovation Meeting Tools Brands 59

Optimove

JUNE 1, 2023

It’s one of the busiest crossroads at which the different revenue teams intersect and sometimes collide – attribution junctions. A well-documented battle of egos, bonuses, and, ultimately, optimization. At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize.

Customer Journeys 52

Customer Journeys e-support Marketing Touchpoint 52

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

West Monroe

JUNE 1, 2023

The tech industry is undergoing a significant transformation. Economic volatility and declining venture funding is shifting the sector’s approach from “growth at all costs” to “optimizing the cost of growth.” It’s not uncommon to find news articles that highlight optimization initiatives and layoffs at companies—most recently at Amazon, Meta, Shopify, and LinkedIn.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Optimove

JUNE 1, 2023

Customer marketing has the power to transform businesses and change bottom lines. It is a powerful and timely growth tool and a strategic asset in today’s volatile consumer landscape. Leading business consultants such as Gartner and Forrester consider customer loyalty a top priority for marketing decision-makers worldwide. And the best news is that the foundations for customer marketing already exist within each and every business: data and information about existing customers is constantly coll

Marketing 52

Marketing Multi-Channel Analytics ROI 52

Zonka Feedback

JUNE 1, 2023

Wondering how to elevate patient experience and deliver exceptional care? Leverage the power of patient feedback surveys to gain valuable insights and transform every patient’s journey. Collecting patient feedback is crucial for healthcare facilities to understand their patients' experiences, satisfaction levels, and areas of improvement. Patient feedback surveys play a vital role in gathering valuable insights that can drive enhancements in healthcare services.

Feedback 52

Feedback Survey Healthcare Touchpoint 52

Education Services Group

JUNE 1, 2023

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. Whether looking at it from the perspective of your organization’s general maturity level or CS operations maturity specifically, building comprehensive journey maps adds another dimension to your organization’s ability to effect change across the business.

Customer Journeys 52

Customer Journeys Touchpoint Customer Success Sales 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Zonka Feedback

JUNE 1, 2023

Combine Net Promoter Score (NPS) with the powerful CRM capabilities of Pipedrive to nurture stronger customer relationships, make data-driven decisions, and boost customer loyalty. Customer satisfaction is the cornerstone of any successful business, and understanding your customer's needs and preferences is key to driving growth. In today's competitive landscape, having the right tools to measure and improve customer loyalty is essential.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Tools 52

Merkle

JUNE 1, 2023

Enabling personalization at scale with Adobe Commerce can be overwhelming. You probably find yourself wondering.am I ready to start a personalization at scale strategy? Where should I start? What tactics will be most effective? Do I need additional tools or licenses to get started?

Tools 52

Tools Strategy 52

SurveySensum

JUNE 1, 2023

Retail businesses thrive on repeat customers. Therefore understanding these customers isn’t just helpful but essential. And the simple and effective tool to achieve this is the Net Promoter Score (NPS). The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Higher NPS scores indicate you have more customers to promote your business.

NPS 52

NPS Retail Effort Score Net Promoter Score 52

Feedbackly

JUNE 1, 2023

Today’s customers enjoy the availability of a wide range of choices, good quality products, and the convenience of e-commerce. They are now on the hunt for businesses that enhance their lifestyles with emotional value. Emotional value is when a customer experiences positive feelings like joy and happiness from the services offered by a business. In Seth Godin’s words, “People do not buy goods and services.

eBook 52

eBook Touchpoint NPS Brands 52

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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

CSM Magazine

JUNE 1, 2023

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. Using humour has the effect of raising team energy and prompting more positive staff behaviour towards guests – particularly among ‘less-traditional’ workers and employees who prefer to have different experiences.

Hotels 52

Hotels Tourism Management Hospitality 52

Optimove

JUNE 1, 2023

Optimove emboldens high-velocity, promotional, data-centric brands to scale their CRM marketing through smart campaign orchestration, measurement & optimization

CRM 58

CRM Measurement Brands Data 58

CSM Magazine

JUNE 1, 2023

Geoff Forsyth, CISO, PCI Pal PCI Pal the global SaaS provider of secure payment solutions for business communications, is pleased to announce that its Chief Information Security Officer (CISO), Geoff Forsyth, has been appointed to the 2023-2025 PCI Security Standards Council Board of Advisors. The Board of Advisors represents PCI SSC Participating Organizations worldwide to ensure global industry involvement in the development of PCI Security Standards and programs.

Analysis 52

Analysis Industry Data System 52