Mon.Jun 29, 2020

The CX Reframe: Reimagining customer experience


To begin part three of our CX Reframe series, let’s start with something we can all collectively agree on: February 2020 is gone, and it’s not coming back.

Get a Taste of How to Acquire High-Value Customers


Acquiring new customers is core to every business. The problem is, customer acquisition costs have been increasing due to intense competition for customer attention and wallet share.

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5 Recommendations for Reopening your VoC Program


In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”.

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Lucky Seven! Calabrio Named a Top Workplace Seven Times Running


When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.

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!

Introducing: Data Visualization in Action


by Almasa Kulenovic, Head of Project Delivery EMEA. Presenting data as a story can fuel your organization’s success, keeping it ahead of the game.

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More Trending

Simplify collateral management with a marketing review – 5 guiding principles

Beyond the Arc

Source: Pixabay If you are like many companies, you’ve probably accumulated a sizable library of marketing collateral in a mix of formats and styles. Just like an attic or overstuffed dresser, assessing what you have and how well it’s serving your current needs is worth the time and effort.

Part 1: The Difference Between Customer Sentiment Analysis and Customer Distress Index and Why You Should Pay Attention

Team Support

B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are.

How to Measure Customer Retention

CSM Magazine

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C.

No-code: Why is it gaining traction?


If you’ve ever worked as a developer or are friends with one, you’d be familiar with the stress they have to encounter and the requirements they have to implement. By the time you fix a bug, the next set of requests and fixes are already stacked up.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

The Power of Customer Advocacy in Unprecedented Times


As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow.

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What is your API IQ?


Today, most interfaces are referred to as APIs. In the blogosphere there is much opinion and controversy over the “right” way to do APIs. The primary schism is in the […]. The post What is your API IQ? appeared first on PK. Articles Digital Engineering Transform Core Operations AP


Using Gainsight’s PX Analytics To Make Data-Driven Decisions and Qualify Event Leads


After the incredible success of Pulse Everywhere, the virtual version of Gainsight’s annual Pulse conference, we were inundated with inquiries from companies across the industry. Everyone wanted to know how we organized such a monumental event in a short amount of time—online! .

What to Do When Customers Ignore You

CSM Magazine

Remember the days when people noticed good customer service, talked about it, and most importantly—rewarded you for it? Happy customers would return and spread the word.

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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.

Healthcare Edition: 3 Ways You Can Enhance Your Team’s Performance


As providers of HealthIT and Digital Health services, your solutions provide workflows, data, and deep analytics to enable patients and clients to answer questions such as: Is my health getting better? . Are my patients getting better? Am I providing the right care?

Learn the best-practices for building a strategic marketing plan


The post Learn the best-practices for building a strategic marketing plan appeared first on Optimove. library

5 Ways to Boost Customer Service Efficiency and Staff Morale

CSM Magazine

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. Whether your business measures efficiency in transactions per hour, calls per minute or subscriptions per month, encouraging staff to do more is a constant challenge.

How PFA responded to the COVID-19 crisis and introduced new practices using Enalyzer


PFA is a pension company in Denmark with its headquarters located in the capital, Copenhagen. They were founded in 1917 by labor market players to create mobility in the Danish labor market and to ensure people in Denmark the freedom to live the lives they want. As of today, PFA has more than 1.3

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Digital-First Customer Service Solutions Emerge As Their Own Software Category

Forrester's Customer Insights

Customers expect more from customer service organizations. They expect you to value their time, to make engagement easy, and to deliver answers and resolutions in a highly personal manner and in the context of their actions and journeys.

Back to Basics: Serving Customers’ Fundamental Needs


One of the greatest threats that the ongoing Coronavirus pandemic poses to business owners is, well, the uncertainty of it all. We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. Though COVID-19 has changed all the rules, businesses needn’t necessarily change how they approach customer service and customer experience (CX) in these challenging times.

The Difference Between Technology and Service| Confirmit


For Market Research agencies – like any other business – success is a matter of balance between technology and service. Technology allows you to answer clients’ demands for speedy, actionable insight.

Brand Move Roundup – June 29, 2020

C Space

The Brand Move Roundup – June 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Khoros Kudos Awards Updates - New Deadline and Category!


Does your brand use Khoros technology to deliver world-class digital customer experiences? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the first annual Khoros Kudos Awards in one of these 11 categories! Best-in-Class Care.

Mixer Shutdown Shows Streamers’ Massive Influence


Microsoft is shutting down its popular streaming service, Mixer, and releasing its star streamers as free agents out into the online world. These streamers’ massive influence has led them to reject lucrative deals and speaks to how massively popular online gaming has become.

Voice of the Customer with a Twist of Marketing


Register to the webinar for your region. Australia: 22nd July @ 11am AEST. Europe: 22nd July @ 11am BST. North America: 22nd July @ 11am EDT.

B2B Mobile App: Grow Your Business through App Analytics and User Engagement


B2B marketers used to rely on traditional channels such as print media, radio ads, banners, etc. to reach potential buyers. However, the rise of the internet and the growing popularity of mobile smartphones and tablets has changed the scenario.

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Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

NIST Commits To Renaming Racially Suggestive Technology Terms From Aunt Jemima and Uncle Ben’s to Lady Antebellum and the Dixie Chicks, we’ve seen a wave of rebranding sparked by ongoing anti-racism protests. Now, it’s moving beyond consumer-facing brands and groups.

Mobile App Business: Focus on Product Experience to Grow Your Online Business


Is creating a user-friendly and helpful product enough to attract and retain paying customers? Does it guarantee customer loyalty and give you an edge over your competitors? Is it all you need to grow and sustain a successful mobile app business? .

Preparing CX for an uncertain future


Preparing CX for an uncertain future. Preparing CX for an uncertain future. Customer experience management