Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.
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ShepHyken
DECEMBER 28, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.
Optimove
DECEMBER 28, 2020
Using realtime marketing campaigns can significantly improve conversion rates for any brand out there. However, marketers must implement the right strategy for the right segment of customers for their marketing plan to succeed. Today, we’ll share with you a couple of realtime campaign examples that you could include in your registered only marketing plan to increase overall conversion rates.
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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.
PK
DECEMBER 28, 2020
We find ourselves at the tipping point of another industrial revolution powered not by steam and coal but by digital transformation. Digital transformation has long been a topic of discussion […]. The post Upskilling reskilling: Accelerating digital transformation post-pandemic appeared first on PK.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
DemandJump
DECEMBER 28, 2020
One of the age old marketing questions is, “Is social media a type of content marketing ?” The answer is unequivocally yes. In addition to the content that’s made specifically for social media channels, there’s also an immense distribution network for all of the rest of the content you produce, from blog posts to videos.
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr
DemandJump
DECEMBER 28, 2020
Connecting with new audiences on social media platforms isn’t new—but its effectiveness hasn’t been blunted over time. Anything but. Social media remains one of the best tools for connection between your business and audiences you never could access with traditional content marketing strategies.
Doing CX Right
DECEMBER 28, 2020
Have you ever been excluded from meetings that you felt deserving to be in given the discussion topics? Have there. The post Five Ways To Experience Less FOMO, In And Out Of The Workplace appeared first on Doing CX Right.
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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.
Oracle
DECEMBER 28, 2020
The pandemic has “changed online shopping forever,” according to a United Nations study on its retail impact. One example is e-commerce sales rose by an average of 6% across online platforms from January to March 2020 compared to the same period in 2019. As companies continue to adapt to the changing commerce landscape consumers can expect important omnichannel advances in 2021.
Happy or Not
DECEMBER 28, 2020
Heikki Väänänen | Founder, Exec. VP of Growth In my latest Forbes article, I reflect on how the global pandemic has changed businesses attitudes towards customer experience, and in […]. The post Forbes: How 2020 Has Shaped Customer Experience, and What Lies Ahead appeared first on HappyOrNot.
Lithium
DECEMBER 28, 2020
We are Khoros. Fifteen years ago our legacy companies, Spredfast and Lithium, both grew their roots in Austin, TX, and we’ve grown quite a bit since. Our city is world-famous for its live music and BBQ — but September 9 -11, digital leaders are taking over. Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions.
Maru Group
DECEMBER 28, 2020
The payments landscape was undergoing a revolution as the world became increasingly digitized, and then the pandemic hit. While it is too early to fully understand the long-term effects of COVID-19, the entire payment industry must prepare for the impact of the ‘new normal’ We gathered a group of insights professionals from the financial services industry to discuss what is happening in this rapid-changing payments ecosystem.
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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,
Lithium
DECEMBER 28, 2020
“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? I wouldn’t fault you for thinking it was for the breakfast tacos; they are mighty good.
Russel Lolacher
DECEMBER 28, 2020
Do you go for the New Year’s resolutions routine? Does it really work for you? If so, great! More power to you. BUT to me, planning the year should be a very personal thing. It’s YOUR year, after all. And how “personal” does doing something that everyone one else does feel? If you want to move yourself forward, to choose and commit to a better mentality and approach to your year, you must plan ahead and look to yourself first.
Lithium
DECEMBER 28, 2020
Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Chartreuse seemed to be especially popular. These issues require unique solutions (except for the notebook — you’ve just got to choose).
Circular Edge
DECEMBER 28, 2020
What if you could build & deploy your own mobile apps in just a few hours? Now you can! The post Build & Deploy Your Own JDE Mobile Apps in first appeared on Circular Edge | JD Edwards Upgrade Consulting | Oracle CX Cloud.
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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?
Lithium
DECEMBER 28, 2020
With Thanksgiving upon us, all of us at Khoros are grateful for our amazing customers and we find ourselves reflecting on the many valuable insights they shared at Khoros Engage events this year. We’re highlighting three of those insights below; if you missed Engage and want to know what it was all about, take a look at the IDC report. 1. Automation is here to support — not replace — care agents.
Hallmark Business Connections
DECEMBER 28, 2020
The fight against social isolation among older adults is not new for senior living community leaders and employees. These residents, however, now are at even more risk of experiencing social isolation and loneliness, which can have negative health outcomes ranging from dementia to stroke to even coronary heart disease. Under normal circumstances, residents can enjoy visits from loved ones and old friends as well as facility-sponsored outings to fill their emotional cups.
CSM Magazine
DECEMBER 28, 2020
Getting into an accident is bad enough. What happens if you’re self-employed and a car accident puts you out of work? There are certain steps you can take to protect yourself. What Counts As Being Self-Employed? You are self-employed if you are a freelancer , contractor, or a sole-proprietor. Positions like these are similar since you usually choose your own hours and who you work for.
kommunicate
DECEMBER 28, 2020
Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than the contact forms or communicating through emails. Organizations feel the pressure to be prompt – to address customers’ questions with lighting speed. One of the main reasons why [.]. The post How to Add Live Chat to Your Drupal Websites appeared first on Kommunicate Blog.
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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.
CSM Magazine
DECEMBER 28, 2020
Although it might not be the main consideration when majority of people sign up with an online casino platform, there’s no denying the fact that good customer support does play an important role in improving customer satisfaction levels of these websites. In this short article, we will understand the players’ perspective on the importance of live chat support offered by online casinos.
Topdown
DECEMBER 28, 2020
We’ve all heard of the saying that “communication is key”. But what does that really mean, especially when it comes to business communications? Let’s take a look at how to measure the business impact of creating and sending customer communications.
CSM Magazine
DECEMBER 28, 2020
Meeting new people is often a pleasant experience for many, as they get to learn something new from everyone they come across. But when you have to deal with people and their grievances every day as a part of your job, it doesn’t always feel pleasurable. This is exactly what customer service professionals have to do throughout their day. Customer service and support is such a demanding career mainly because not many customer calls are made to offer appreciation.
Maru Group
DECEMBER 28, 2020
By Rosita Mathew, Vice President, Research, Financial Services | December 28, 2020 The payments landscape was undergoing a revolution as the world became increasingly digitized, and then the pandemic hit. While it is too early to fully understand the long-term effects of COVID-19, the entire payment industry must prepare for the impact of the ‘new normal’.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Lithium
DECEMBER 28, 2020
As you may know, Lithium recently joined forces with Spredfast. We’re excited to celebrate the merger at this year’s SmartSocial Summit , an industry conference focusing on the future of digital engagement. This year it’s happening on November 5-7 in Austin, Texas. The event is sold out, but you can still be a part of Summit by tuning into the live stream!
Knowmax
DECEMBER 28, 2020
3 Quick steps to create multilingual knowledge base?
Lithium
DECEMBER 28, 2020
The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).
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