Gainsight

APRIL 21, 2022

If you want to improve your customer’s experience, you have to crawl into their skin and see what they see. That’s what the best product analytics will let you do. They peel back the user’s experience, so you can understand what they’re going through and tweak your product to enhance their experience. Unfortunately, many SaaS organizations focus on the wrong metrics or misleading product analytics—and their plans to improve the customer experience fly off course.

Analytics 59

Analytics Measurement Customer Experience Analysis 59

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

How To 208

How To Self Service Banking Customer Satisfaction 208

Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience.

Trends 139

Trends Technology Chatbots Financial 139

Alida

APRIL 21, 2022

The bi-annual event plans to deliver on its title (Experience, Reimagined) by shedding light on how to move back from reactive to proactive CX designing.

How To 130

How To 130

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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

Clarivate

APRIL 21, 2022

Ukraine has a rich history when it comes to scientific innovation, from physics to life sciences, chemistry and engineering. In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. We also look at Ukraine’s contribution to global Research Fronts , which form when clusters of Highly Cited Papers are frequently cited together.

Innovation 98

Innovation Technology Analysis Banking 98

Helpware

APRIL 21, 2022

When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to televisions. Many people experienced the convenience and selection offered by online shopping.

Ecommerce 78

Ecommerce 78

My Customer

APRIL 21, 2022

GCompetition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving. 21st Apr 2022. By Smoke CI.

Automotive 105

Automotive Industry 105

Keatext

APRIL 21, 2022

The post Aspire uses Keatext to transform process efficiency by nearly 600% appeared first on Keatext.

Case Study 96

Case Study Study 96

Uplight

APRIL 21, 2022

Alex Wood is Uplight’s new VP of Information Security. As Uplight partners with utilities, we know information security is top of mind as they work to maintain a reliable energy infrastructure that powers our lives. Learn about Alex’s background, what he brings to Uplight, and why he chose to be a part of our mission. Read More. The post Meet Alex Wood, VP of Information Security appeared first on Uplight.

Meeting 64

Meeting 64

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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

kommunicate

APRIL 21, 2022

Last Updated on April 21, 2022 WhatsApp today owns over a staggering 2 billion everyday active users and has outperformed the used-to most popular messenger app, Facebook. Gone are the days when it was just a mode to connect with your acquaintances. The app now serves a lot more purposes- mainly in the business world. [.]. The post Twilio vs. 360 Dialog – Which Is Best For WhatsApp API?

Connections 59

Connections 59

Optimove

APRIL 21, 2022

Dr. Laurie Santos is a renowned psychology professor at Yale University. In 2018 she began teaching a class called Psychology and the Good Life, which quickly became one of Yale’s most popular courses; nearly a quarter of the undergraduate student body enrolled in the first year it was offered. She’s also the host of the successful podcast The Happiness Lab, published by Pushkin Industries, Malcolm Gladwell’s media company.

Multi-Channel 52

Multi-Channel CRM Touchpoint Social Media 52

Gainsight

APRIL 21, 2022

2022 has already been quite the year. Since 2021, we have seen more product-led hypergrowth than in years past. According to an October 2021 Wired Magazine article titled “Earth’s Unicorn Population Is Exploding,” it was revealed that a record-breaking 264 companies were hitting “unicorn” status in the US, with VC investment hitting $240 billion. In fact, in 2022, there are reportedly over 1,000 companies that were in hypergrowth and reached “unicorn” status worldwide.

Resources 52

Resources Handbook eBook Government 52

Knowmax

APRIL 21, 2022

Trust matters most when one talks of the BFSI industry. The moment that dwindles, organizations begin losing precious customers and, by domino effect, suffer from poor brand recall. Do you know 69% of customers who plan to leave their bank say it was due to poor service rather than poor products? Now talking of poor customer service , there are a plethora of internal and external factors at play.

Self Service 52

Self Service Management Banking Knowledge Base 52

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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

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success, we want you to have all the information and insights you need to stay current with the best practices, newest insights, and trends. . As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

CSM Magazine

APRIL 21, 2022

Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange. The only operator with full national coverage, Dyno-Rod selected BigChange to help it transition to paperless working and improve operational efficiency. Using the BigChange platform, Dyno-Rod is already saving a day a week in the administrative resource it requires to run its team of mobile service engineers whilst mor

Customer Relationship Management 52

Customer Relationship Management CRM Software Resources 52

Gainsight

APRIL 21, 2022

Over the past several years, Gainsight has turned to the field of information and statistical reporting to aid in traversing change and building out new paths. One of the leaders in research, advisory, and consulting is Forrester. Their unique insights ??stem from hundreds of thousands of surveys with respondents who are consumers, heads of business, and technological leaders.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Think Customers

APRIL 21, 2022

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support. And while both terms are often used interchangeably, there are distinct differences to these approaches.

Omni-Channel 52

Omni-Channel Contact Center Average Handle Time 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

inQuba

APRIL 21, 2022

Published by InMoment on 20 April 2022. Combined offering provides CX practitioners with a one-stop solution for both customer experience (CX) and customer journey (CJ) management programs to greatly reduce churn, increase adoption, and lower costs. Gives an omnichannel view of individual customer journeys, contextual overlays, action anticipation, and automated “nudges” to encourage customers to complete an action.

Return on Investment 52

Return on Investment ROI Customer Journeys Insurance 52

NobelBiz

APRIL 21, 2022

Contact centers are becoming more advanced and they are also being impacted by the rise of new technologies. And while contact center is telephony is a more conventional but still commonly used communication channel, it has not escaped this resurgence and that’s where CTI or Computer Telephony Integration comes in. In this article, we detail everything about, computer telephony integration software, its benefits, and how it works.

Contact Center 52

Contact Center Software Communication Technology 52

SurveySensum

APRIL 21, 2022

Have you recently bought a car? After buying a car or any other product, you must have received a phone call asking for your feedback on the purchase. On the call, an interviewer will talk about your buying experience, product experience, or service experience. This phone call is called CATI – Computer-Assisted Telephonic Interview. Let’s understand this.

Survey 52

Survey Software Analysis Feedback 52

SurveySparrow

APRIL 21, 2022

Customer feedback is the holy grail of customer experience. The challenge? Feedback comes from perceptions, and perceptions can change or set over time. So any delays in asking for feedback will lessen its accuracy. And, it will become much harder to change your customer’s minds if they had a bad experience. In this case, a real-time feedback tool can tell in a split-second if your customer is happy or not – enabling you to fix a bad customer experience as quickly as possible.

Customer Insights 52

Customer Insights Transportation How To Healthcare 52

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Training

ReviewTrackers

APRIL 21, 2022

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Merkle

APRIL 21, 2022

Sales 105

Sales How To 105

Forrester's Customer Insights

APRIL 21, 2022

Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space. This increase is partly driven by the pandemic, which elevated the importance of […].

Tips 49

Tips Company User Experience Customer Experience 49

My Customer

APRIL 21, 2022

HMarketers want to target specific customers to get them to buy their product or service. However, different customers want different things. 21st Apr 2022. By Colin Shaw Founder & CEO.

How To 52

How To Customers 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

InnerTrends

APRIL 21, 2022

How to find the metrics that matter most for growth and optimization.

Metrics 52

Metrics Customer Journeys Customers How To 52

My Customer

APRIL 21, 2022

5When COVID hit, it was understandable that services would be affected. Businesses scrambled to manage the shift to remote working, deal. 21st Apr 2022. By JamieMelling Chief Executive.

Management 52

Management 52

Brad Cleveland Blog

APRIL 21, 2022

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time required to fix errors, … Continue reading → The post Service Metrics for Accessibility and Quality appeared first on Brad Cleveland.

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Metrics Interaction Contact Center Call Center 26