Plantt
NOVEMBER 3, 2020
Plantt CEO, Dan Leshem, explains why (and how) adding AI to your customer experience flow is important, what AI elements can help improve the communication with your customers, and how existing data can help understand where to apply automation in your CX flow
NICE inContact
NOVEMBER 3, 2020
Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand. This guide will review different types of dialers, and help you decide which dialer is best suited for you.
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Experience Investigators by 360Connext
NOVEMBER 3, 2020
What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. Provide the resources, tools and support employees need.
ShepHyken
NOVEMBER 3, 2020
Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Top Takeaways: Don’t fall into the trap of thinking your service is “good enough.
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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.
TechSee
NOVEMBER 3, 2020
Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service? The result of this shift is an explosion of remote service delivery. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
NOVEMBER 3, 2020
Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI). COVID-19 has thrown the spotlight on the age-old mystery of the chicken and the egg.
CX Workout - Ideas Blog
NOVEMBER 3, 2020
Three Root Causes and Their Solutions. At Decooda, we believe that underperforming CX programs have three distinct root causes: 1) Lack of Strategic and Structural Alignment. 2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?
ChurnZero
NOVEMBER 3, 2020
In honor of Election Day, we decided to share some poll results of our own. Just last month we hosted our first ever virtual conference – BIG RYG 2020. Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success professionals who also attended the conference. .
UJET
NOVEMBER 3, 2020
AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.
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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.
One Millimeter Mindset
NOVEMBER 3, 2020
Are clients reaching out to you about making hard calls? Mine are. Because their businesses are in trouble. And future sustainability appears uncertain. Thus you serve them in ways which may make you both uncomfortable. Because making hard calls involves having “those” conversations, together. Conversations grounded in mutual trust and respect because of the relationship preceding their request for your input.
UJET
NOVEMBER 3, 2020
AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.
Team Support
NOVEMBER 3, 2020
“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other. Let’s use this analogy in “A Tale of Two Customer Support Departments” to tell about the despair and suffering of the B2B customer support department that still struggles with silos between support, sa
SurveySparrow
NOVEMBER 3, 2020
For businesses, a good online survey software has become essential. Anyone who visits your website or even your social media pages may not become a customer. But you can still quickly survey them and get a lead. This is just one of the many use-cases of online surveys. In this review, we will show why is Qualtrics better than SurveyMonkey as an online survey tool. .
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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,
Maz Iqbal
NOVEMBER 3, 2020
Digital technologies can be used to improve the Customer Experience. For example, by: -Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant information, set-up alerts, set-up event triggered transactions, make purchases online, get chat based help with queries or problems… -Provision of data/information based services e.g. alerts that notify … Continue reading "Are You Using Digital Technologies to Improve or Degrade The Customer
Feedb
NOVEMBER 3, 2020
After months of testing and development we are happy to announce that Feedb Multi-Location is here! . If your business has more than one location you can now manage all contacts, feedback gathering, reputation development, email marketing and offers management from one Feedb account. This new capability is ready to be turned on to any account by request so please reach out if you want to give it a try.
MyCustomer
NOVEMBER 3, 2020
Download the eBook. GDPR data consent. CX Leader of the Year would like to keep you informed of all future news, resources, updates, and promotions connected to the annual award. Please tick this box to confirm. . Lead goal. 100. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.
Think Customers
NOVEMBER 3, 2020
Grocery stores and supermarkets sit on the front lines of customer experience. They are literally a lifeline to communities, and when the pandemic hit, they needed to act fast to keep up with minute-by-minute changes. Cincinnati-based Kroger , the largest traditional grocer in the United States, operates more than 2,700 grocery stores around the country with brands including Ralphs, Dillons and King Soopers.
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.
kommunicate
NOVEMBER 3, 2020
In the month of October, we have added some powerful features like Teams, IBM Watson integration, Dialogflow CX integration, additional features in Kompose, and Bot analytics. Also updated the existing ones to improve your overall experience with Kommunicate. If you have missed the previous updates, please head here. Web App Teams/Departments To better organize your [.].
Forrester's Customer Insights
NOVEMBER 3, 2020
Today, we released the “The Forrester Wave™: Artificial Intelligence For IT Operations, Q4 2020.” We looked at the top 11 vendors in the market today and evaluated them across 33 criteria. Infrastructure & operations (I&O) pros looking for a new way to monitor and manage systems in the digital age can use artificial intelligence for […].
Optimove
NOVEMBER 3, 2020
What is The Marketing Funnel? The marketing funnel is a framework that imagines the customer journey as a funnel since its shape helps illustrate the fact that as one advances across the stages, less customers remain with the brand. Marketing funnels are used both in B2B and B2C marketing organizations, becoming one of the most used frameworks in the practice.
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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.
MyCustomer
NOVEMBER 3, 2020
The post pandemic world will be a dramatically different place, with more people working from home and shopping online than ever before due.A 3rd Nov 2020. By Abbie Heslop Commercial AI Analyst.
Knowmax
NOVEMBER 3, 2020
Challenges in customer service during the digital age.
Forrester's Customer Insights
NOVEMBER 3, 2020
Last week, AMD entered into agreement to acquire chip manufacturer Xilinx through a $35 billion all-stock transaction. This is the latest gargantuan M&A deal in the semiconductor market to focus on new opportunities in processing, after the NVIDIA-Arm announcement. The AMD-Xilinx partnership is meant to broaden AMD’s product portfolio which focuses on high-performance CPUs and […].
SmartKarrot
NOVEMBER 3, 2020
Source: Pexels. For the businesses to run smoothly between the customers and the company, you need a certain person who fills in, as a bridge. That bridge in the customer success space is the relationship manager. He/She is usually from the sales team and acts as a liaison among the duo. The designation of the relationship manager is mostly senior level, given to someone having quality experience, qualified qualifications, and requisite skills.
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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?
BirdEye
NOVEMBER 3, 2020
Customer Experience (CX) Marketing and Customer Experience Management operate in silos: both organizationally and technologically. As a result, they utilize different sets of customer data, making it difficult to measure and communicate customer needs with the timeliness, authenticity, and care required to create raving fans. The danger is real. Gone are the days when businesses could rely solely on their products and services to differentiate themselves.
SmartKarrot
NOVEMBER 3, 2020
Role: Director of Customer Success Location: Los Angeles Metropolitan Area, US Organization: 80Twenty As a Director of Customer Success, you will lead, scale, and manage a team of CS Specialists with immediate global expansion plans. Drive a high performing CS team strategy with a highly consultative, analytic, and customer-centric mentality to cater to both SMB and enterprise-level accounts.
SmartKarrot
NOVEMBER 3, 2020
Being customer-centric has become more than necessary for modern companies to sustain in this competitive world. Customers need to be treated with utmost care right from the beginning of their relationship. Hence, to maintain such relationships, there are many roles that fulfill this responsibility. The client services manager is the most widely known role among those.
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