Tue.Jun 28, 2022

At a Glance: 3 Employee & Customer Experience Program Use Cases for Financial Services Brands

InMoment XI

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships.

How to Turn NPS Feedback Into Reviews, Recommendations and Referrals

Retently

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 124
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Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy

The DiJulius Group

How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co.,

Onboarding Practices from Successful Product-led Companies

InnerTrends

We all want to achieve a stellar onboarding experience for our customers. What if we shortened the optimization process by pulling inspiration from the best-of-breed product-led companies that do it well? saas saas onboarding Acquisition user onboarding Activation PLG icp

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

AI Reporting and its Impact on the Agent and Customer Experience

Upstream Works

The implications for artificial intelligence (AI) applications in the contact center are far-ranging, but so are the opportunities. Our recent blog posts have examined several facets here, along with how AI aligns with digital transformation.

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3 Things CMOs Should Do During an Economic Downturn

Totango

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide.

ROI 71

Frequently asked local SEO questions answered by an expert

BirdEye

Believe it or not, 75% of people never make it to page two of Google when conducting an online search. That makes the first page of Google the most valuable real estate on the internet.

Video 71

The Critical Role of Incident Management in Contact Centers

Cyara

Do You Have the Plan and Tools You Need? If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on? chatbots contact center incident management

Customer Service Tools: The Best Available on the Market Right Now

Helpware

Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers.

Tools 57

Discover What Stage Your CE Program is in and the Next Steps for Tomorrow’s Growth

Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.

How WFM Tools Create Success for Omnichannel Contact Centers

Playvox

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers.

Amazing Business Radio: Adam Alfia

Shep Hyken

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment.

New built-in Amazon SageMaker algorithms for tabular data modeling: LightGBM, CatBoost, AutoGluon-Tabular, and TabTransformer

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly.

Achieve a seamless interplay between customer service and field service scenarios in Service Cloud

SAP Customer Experience

Part I: Introduction Customer Service and Field Service represent a major part of every business with end customer satisfaction in mind. Both are key parts of a typical Service organization, and are closely interconnected.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Semantic segmentation data labeling and model training using Amazon SageMaker

AWS Machine Learning

In computer vision, semantic segmentation is the task of classifying every pixel in an image with a class from a known set of labels such that pixels with the same label share certain characteristics. It generates a segmentation mask of the input images.

How to Have a Successful New Product Adoption for Customers

Gainsight

Whether they eat it in an expensive restaurant, at a lunchtime food court, or in a grocery store parking lot, people love sushi. This Japanese specialty has become standard fare in the United States and many other countries around the globe—but it wasn’t always so.

Breaking Free from the Boundaries of Document-Based Communications

Quadient

Breaking Free from the Boundaries of Document-Based Communications. Marissa Feigen. Tue, 06/28/2022 - 17:24.

Pega Grapples With The Outcome Of The Appian Lawsuit

Forrester Digital Transformation

On May 9th, 2022, a jury awarded Appian more than $2 billion for misappropriation of trade secrets by Pegasystems (Pega). On May 10th, Pega responded to the decision with this 8K filing to the SEC. The settlement, by any calculations, is huge.

Customer Education Maturity Model: How Customer Learning Programs Create Value

The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.

Competitive Intelligence Advantages

Ann Michaels and Associates

When a client calls us looking to do a competitive mystery shopping project , most of the time their focus is on pricing. Once we get into the project however, they tend to learn much more about their competitors than they originally thought. Sales Prevention.

Signs of a Customer-Obsessed Company

Influitive

What does it take for brands to have thriving customer advocates? Well, the common thread uniting these successful advocacy programs is that the companies driving them are all customer-obsessed. So, what does it actually take to be “customer-obsessed?”

How to use Customer data analytics to improve contact center performances and CX?

NobelBiz

Visiting a website, talking to customer service, chatting on social networks. When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine.

Zenarate AI Coach Recognized as a Leading Contact Center Training Solution at the Annual 2022 CCW Excellence Awards

CSM Magazine

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

B2B Firms: Adopt A Bespoke Approach When Collecting Feedback From Large, Complex Firms

Forrester Digital Transformation

Imagine your spouse wants to know what you think of your relationship: Do you still love your spouse? Are you committed to your spouse? Are there any issues you want to bring up?

Employee Motivation Questionnaire: 20+ Questions and Free Template

SurveySparrow

What’s the point of an employee motivation questionnaire ? Wouldn’t it be great if motivation came as a mental button that we could switch on or off at will?

Deep demand forecasting with Amazon SageMaker

AWS Machine Learning

Every business needs the ability to predict the future accurately in order to make better decisions and give the company a competitive advantage.

In Case You Missed It: 3 Major InMoment Announcements You Need to Know About

InMoment XI

It’s been a huge month for those of us in the InMoment Community!

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.