Thu.Oct 17, 2019

How to Run a Successful CX Program With Salesforce

GetFeedback

Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program. Guides

How To 247

The Power of Empowerment!

MaritzCX

A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.

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Sparq Fall ’19 Release Empowers Brands in Today’s Data Privacy Landscape

Vision Critical

It’s hard not to notice what’s going on in the world of data privacy these days.

Brands 188

Game Changing Methods to Optimize Your Customer Experience

CloudCherry

Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

The Power of Empowerment!

MaritzCX

A growing concept in popularity these days, is that many organizations make the claim of being customer-centric.

More Trending

How Businesses Can Create Incredible CX

NICE inContact

Consumers value choice. Whether it's candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers' demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies.

The CCO Career Path: How to Successfully Translate Your CX Skills Across Industries

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service Western Europe

NICE inContact

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.

What Businesses Need to Know About Google’s Review Policy

ReviewTrackers

Reviews

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?

NICE inContact

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy.

Tell me why!

Heart of the Customer

This week I listened to a colleague tell me that, three years ago, the company he worked for acquired another company of near equal size within the same industry.

How Businesses Can Create Incredible CX

NICE inContact

Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has been written about the growth of self-service technologies, like mobile apps and chatbots.

Do We Need a VIP Model When Everyone Pays The Same?

Optimove

The Subscription Model is a business in which a customer pays a recurring price at regular intervals for access to a product or service. This model is an excellent opportunity to earn regular and predictable revenue while strengthening relationships with customers and building brand loyalty.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals interested in moving.

The Power of Hyper-personalization

Astea

The Real ROI of Transforming Your Customer Experience Strategy. In the new era of evolved customers, the status of your brand is no longer enough. Today’s customers demand truly personalized experiences.

How to write a great CEP nomination

Customercount

Writing a nomination for an award can be pretty daunting. WRAP partner Yuri Duncan gives us his take how to make the process easier for you while ensuring your employees appreciate your attention to detail.

Feedbackly Is Getting Its Biggest Update Ever

Feedbackly

Your customers expect high quality service – that much is not new. What is new is that they are now expecting highly customized service. The post Feedbackly Is Getting Its Biggest Update Ever appeared first on Feedbackly.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Does Your Hospital Treat Patient Families Like This?

CX University

An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Patient experience is about doing the right things right.

How To Improve Your Customer Admin Relationships

Gainsight

In 2018, the average company spent $343,000 on SaaS. In this same report , it was also determined that the average business employee uses eight different SaaS tools to do their daily operations. Who are the people that most directly make these systems work every day to drive our businesses?

Q3 tech enhancements focus on streamlined service recovery

SMG CX

SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter.

Product Metrics Your Board Members Care About

Gainsight

Boards are evolving—and thank goodness for that! The pace of business has accelerated and industries are transforming. Boards are realizing they must change as well and will only be successful with diverse perspectives. In parallel, the board meeting agenda is shifting.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Why QA and Performance Management Aren't Enough Anymore

PlayVox

Contact center agents are on the front lines in terms of your business’s contact with your buyers. Their performance is paramount to attracting and retaining customers as well as generating revenue. None of this is a surprise.

Choosing the Best Survey Mode for Your B-to-B Company—It Matters

Daniel Group

Too often, when beginning a customer experience program, too little thought is given to how you are going to collect customer feedback. The default approach is to use email.

Does Your Hospital Treat Patient Families Like This?

CX University

An Expert’s Take on an Award-Winning Philadelphia Hospital’s Patient Family Experience: 3 out of 10. Patient experience is about doing the right things right.

From Three to Zero – the network that’s a notwork

Helen Dewdney

One, Two, Three, Down. Three mobile provider the situation. The mobile network Three has gone down today (17/10/19). At the point of writing the company doesn’t seem to know what the problem is or when it will be fixed.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.