Alida
DECEMBER 1, 2020
What does the 2020 shopper look like? Despite our best predictions from 2019, understanding the modern shopper has become more of a journey than a destination. With customer preferences, priorities, and behaviours changing daily, what worked last month no longer works today. This presents a huge challenge for brands looking to drive growth in the current retail environment.
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
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Experience Investigators by 360Connext
DECEMBER 1, 2020
Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.
C3Centricity
DECEMBER 1, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
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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.
NICE inContact
DECEMBER 1, 2020
The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Wired and Dangerous
DECEMBER 1, 2020
Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. Forbes reports that 73% of companies with above-average customer experience perform better financially than their competitors. For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.
Storyminers
DECEMBER 1, 2020
The post Coffee Break Chat with Mike Wittenstein appeared first on StoryMiners.
Talkdesk
DECEMBER 1, 2020
More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.
BirdEye
DECEMBER 1, 2020
Customers tell businesses exactly what they want and how they want the business to make them feel when they interact with them in their feedback. It’s almost like the blueprint to fantastic customer experience is handed out. It may be buried under a mountain of data and may need to be decoded – but the information is there. Why then do so many businesses struggle to provide that perfect experience that their customers expect?
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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.
Hello Customer
DECEMBER 1, 2020
COVID has accelerated the shift to a more digital world. Of course, we were already moving towards an increasingly digitized way of living. But 2020 has pushed many organizations to increase their e-commerce efforts. The pandemic has affected how, what and where we buy. These changes in consumer behavior are likely to stay. So, in a time where customers expect to be serviced as well online as offline, what aspects of your online business should you invest in first?
Zonka Feedback
DECEMBER 1, 2020
With immense pleasure, we announce that Zonka Feedback has been named as 'Product Leader' in the Top 20 Employee Engagement Software Products list of 2020.
Totango
DECEMBER 1, 2020
Hi there, I hope all of you had a great weekend, and for those who celebrated Thanksgiving, I hope you got some additional rest and relaxation. We are almost at the end of this special weird year moving swiftly towards 2021. Before we get to the new year, we still have some great functionality we would like to deliver by the end of 2020. New Totango usage analytics will allow admins and users to report the usage and performance of the team.
Strikedeck
DECEMBER 1, 2020
Vincent Manlapaz, in an interview with Tom Kiriakou shares the importance of why an organization needs to operate in the heart of transparency, relevancy, and continuous improvement. Tom believes, “competition is not our adversary, the unnecessary complexity in our processes is the problem.”.
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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,
Totango
DECEMBER 1, 2020
Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared to short-term clientele, but long-term customers boost brand image and are more likely to provide word-of-mouth advertising to their peers. A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results.
NobelBiz
DECEMBER 1, 2020
"Would you recommend this brand to anyone? " It is on this simple question that contact centers rely on to measure their customers' satisfaction. Hence the key role of the NPS Score. The post NPS, A Key Element of Customer Service Excellence appeared first on NobelBiz®.
iPerceptions
DECEMBER 1, 2020
Ensure your knowledgebase article templates deliver the right information to the right audience at the right time. The post 6 Steps to Building a Better Knowledgebase Article Template appeared first on Astute.
Uplight
DECEMBER 1, 2020
Every month, we interview an Uplight employee to get to know more about what they do at Uplight, why they love working here, and what inspired them to get into this industry! This month, I chat with an employee that’s been with us less than a year, James Armstrong. What do you do for Uplight? Read More. The post Team Spotlight: James Armstrong appeared first on Uplight.
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.
PK
DECEMBER 1, 2020
Digital transformation is no longer relevant as a strategy on its own, but what will ensure that organizations adopt digital technology successfully in the future? In my latest episode of […]. The post The Dynamic Enterprise, episode 2: Dynamism appeared first on PK.
ChurnZero
DECEMBER 1, 2020
Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. So, without further ado, here’s a list of our top five most poplar ChurnZero webinars for you to watch and share today!
MyCustomer
DECEMBER 1, 2020
Download this Whitepaper. Lead goal. 50. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. In this digital age, how can you make your customer success plan a reality while avoiding the pitfalls? This whitepaper explores how.
SurveySparrow
DECEMBER 1, 2020
Are you using Google Forms every time you think of conducting a survey? And are you not happy with the results? . If the answer is yes, you definitely need an Google Forms alternative. I know how easy it is to use Google Forms to conduct online surveys. They’re completely free, giving you different survey options to choose from, and comes with an automatic data collection on a spreadsheet.
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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 1, 2020
A leading UK outsourcing business has been successfully reappointed by EDF to provide customer service on behalf of the energy firm, which is rated ‘Excellent’ on consumer review website, Trust Pilot. Kura , which is headquartered in Glasgow with offices in Sunderland, Liverpool, Forres and Durban SA, has provided outsourced customer services to EDF for five years and this reappointment will see a continuation of that work.
Uplight
DECEMBER 1, 2020
With business customers making up over two-thirds of a utilities’ load and revenue, effectively engaging these customers is important. But SMBs and C&I customers can be particularly challenging for utilities. No two businesses are alike with varying building sizes, business types, hours, and equipment. And the primary activity data a utility does have about their Read More.
Peter Lavers
DECEMBER 1, 2020
Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “let’s deliver this (other) project first” reasons for delay. Particularly if it’s a digital initiative, upon which so much transformation is dependent upon these days.
Helen Dewdney
DECEMBER 1, 2020
Debenhams – the department store retailer – faces going into administration for the third time as talks with JD Sports failed yesterday (30 November 2020). After nearly 250 years in business, its doors are set to close for the last time, although it continues to trade while administrators seek to clear stock. So what are your rights when shopping with Debenhams?
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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?
Forrester's Customer Insights
DECEMBER 1, 2020
The impacts of climate change are already affecting people and businesses today. Even if we meet the goals of the Paris Agreement, the world will still face unprecedented changes – from more extreme weather to rising sea levels to biodiversity loss – forcing us to adjust to the physical effects of climate change and embrace […].
Zonka Feedback
DECEMBER 1, 2020
With immense pleasure, we announce that Zonka Feedback has been named as 'Product Leader' in the Top 20 Employee Engagement Software Products list of 2020.
MyCustomer
DECEMBER 1, 2020
Engagement How COVID-19 has redefined the CX skillset.
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