Fri.Apr 30, 2021

Top 4 Tips to Nail Social Media Customer Service


Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. There are 2.7 billion monthly active users on Facebook and over 1.2 billion on WeChat.

5 Must-Read CX Books in 2021


We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late!


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Six Ways to Show B2B CX Value

Heart of the Customer

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business.

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How to Calculate the Cost of Customer Retention Versus Customer Acquisition


Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Guest Post: Five Actionable Ideas to Transform Your Customer Service in 2021


Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?.

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7 Takeaways from CCO Organizational Structure Survey


By Nick Mehta – CEO, Gainsight. One of the best parts of the Customer Success community is the feeling that we are all in it together as CS evolves. No one is an expert, and everyone must adopt the philosophy of the Beginner’s Mind as we innovate and discover more about our field.

5 Secrets Behind World-Class Customer Experience (CX)


What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more.

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Is Outsource Data Entry Still a Safe Choice Amidst the Pandemic?

Magellan Solutions

Does outsourcing data entry still work during the pandemic? Data entry is a critical process and it plays a big role in the growth of your business. But as a growing company, we understand your needs to know if it is still safe to outsource data entry processes amidst the Covid-19 virus.

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[#MeetAJohnPaulee] Céline Petit, EMEA CEO

John Paul

Céline, who has been a John Paulee since 2017, was recently appointed EMEA CEO. Here, she shares with us her career evolution at the company, her predictions for the future of concierge services, and her favorite memory at John Paul! Hello Céline!

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Where Is The Best Call Center Philippines Agents?

Magellan Solutions

Where are the best filipino call center agents found? The Philippines is already dubbed as the Call Center Capital of the World. This is being supported by employees who have proven their talent and skill. For outbound services, our trained agents help you make many calls in a day.

Watch: CRM Hack on Monitoring the User’s Heartbeat and our B2CRM Weekly News Update


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, and a CRM hack on monitoring the user’s heartbeat. All previous weekly shows All our videos on Optimove’s Youtube channel.

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Alchemer University Helps You Deliver Reports Worthy of Your Data


Eight New Classes Make Meaningful Reporting Easy. By Alli Milne and Andrew Sturtz ?. Regardless of how much work and thought went into your project setup and launch, all that effort could fall flat without effective analysis and reports.

A Letter From Our CEO: BIG RYG 2021


BIG RYG: Virtual is back, plus an all-new event for even more content and speakers. Like most events last year, our inaugural industry conference BIG RYG pivoted from an in-person experience to an entirely digital one. While we were?disappointed?we disappointed?we

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How to improve customer service with live video support?

ViiBE Blog

Customer service is essential for any business. A negative customer interaction can spread by word of mouth , but so can a positive one. While traditional call centers have existed for decades, they lack some of the features of face to face interactions.

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The benefits of building emotional intelligence in your team


Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. Published on: April 30, 2021.

Add Clarity to Your Customer Service Interactions


Become Indispensable with OnScreen Collaboration. In previous posts, we have encouraged you to “ Get Your Agents to Stop Asking this One Question ” and to consider if you can afford to not move to Digital Customer Service (DCS).

April 30 – Customer Success Jobs


Role: Director of Customer Success, eCommerce Location: Cincinnati, OH, US Organization: Quotient Technology Inc.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Optimizing The Outside Sales/Inside Sales Mix

Forrester's Customer Insights

Inside sales and field sales activities and roles have blurred, as both sellers and buyers enabled with digital tools have confirmed the physical and virtual boundaries that separate “outside” and “inside” sellers don’t matter anymore.

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The Art of Negotiation Meets the Science of Pricing

Smarter CX

As diverse as B2B company dynamics tend to be, there are some universal truths. For strategic pricing, digital, ecommerce, and sales leaders, one of those is the time-sucking and costly negotiation process. Negotiating big and medium-sized deals often proves to be a complicated task, causing unnecessary internal headaches and a poor customer experience. Let’s take a look at how B2B leaders can turn these pains into significant opportunities. The tricky B2B negotiation game.

The Four-Step B2B Formula For Achieving “Right Audience, Right Content, Right Place, Right Time”

Forrester's Customer Insights

The concept of “right audience, right content, right place, right time” has been around the B2B world for ages. For many organizations, however, these four R’s are still more philosophy than reality.

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How to reduce bias in interviews


Hiring the best people for your organization requires removing bias from your interviews. Find out what they are, why it's important, and how to do it at every touchpoint. At every step of the candidate lifecycle, there are opportunities to promote inclusive hiring practices.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Forr The Planet: Sustainability Interview Series — Akamai

Forrester's Customer Insights

Photo by Abhinav Sunil In my research pursuit of technology sustainability, I speak with many technology and business leaders around the world about their sustainability initiatives. Occasionally, I encounter someone doing something special in this important business quest.

CX Leaders Have The Opportunity And The Responsibility To Drive Growth

Forrester's Customer Insights

What customer experience (CX) leaders care about and what CEOs care about don’t usually line up, and that’s a problem. It impacts budgets, staffing, and the overall clout of the CX function. As a former CX leader and as an executive in charge of growth strategies, I know we can do better!