Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

Measurement 163

Measurement Chatbots Customer Experience Interaction 163

NICE inContact

NOVEMBER 12, 2020

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment. Additionally, the study found that investments in analytics correlate to strong business outcomes.

Analytics 247

Analytics Study Report Tools 247

Cyara

NOVEMBER 12, 2020

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays.

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Contact Center Technology Consumers Interaction 128

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? (And nowhere near to whatever has been normal.). Consider that retaining yesterday’s clients just may not be the primary focus of this strategy, either. Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions.

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

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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.

Customers

Ecrion

NOVEMBER 12, 2020

1. Document Automation for Handling of Records | 2. Ecrion Improves Patient Communication | 3. Patient Charts Filled Out Easily |. 4. AI in Digital Transformation | 5. On-Demand Services for Patients. The healthcare industry was valued at close to $9 trillion in recent years. Both in light of COVID-19 and societal changes as a whole, it’s clear that this is an industry on the rise.

Healthcare 98

Healthcare Guidelines Communication Omni-Channel 98

Zeisler Consulting

NOVEMBER 12, 2020

In this, the second installment of a five-part series on the Principles of Good CX (Intro here , and Part One here ), I’ll present the principle of Communication. It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong. I recently spent literally two weeks waiting to hear back from my insurance company on a property claim.

Communication 72

Communication Insurance Airlines System 72

Helen Dewdney

NOVEMBER 12, 2020

The Complaining Cow’s Ten Top Tips for the Complained Against! Search well and you can find lots of help in improving your customer service and experience, sales etc.

Tips 79

Tips Social Media Management Feedback 79

Education Services Group

NOVEMBER 12, 2020

When I joined the ESG team earlier this year, I was excited, to say the least. I entered Customer Success with a unique perspective, bringing a sales and renewal background to the table. I was eager to help Customer Success as a Service spread like wildfire! But, before I could do that responsibly, I had a lot to learn about the world of Customer Success.

Customer Success 64

Customer Success Roadmap Sales Advertising 64

CSM Magazine

NOVEMBER 12, 2020

Managing a team isn’t always easy. There are many plates which need spinning and if one slightly goes off balance, they can all fall. But there are some simple ways you can use smart technology to help you manage your team in the best and most efficient way. Here, we are going to take a look at how you can put this tech to use. Digital time tracking.

Management 59

Management Video Meeting Software 59

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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.

Communication

MyCustomer

NOVEMBER 12, 2020

Engagement What should be the priorities for restarting CX

Engagement 97

Engagement 97

SurveySparrow

NOVEMBER 12, 2020

With rapid innovation in workplace software, everything we do at work is managed by external tools. We use Slack for work chats, Gmail for emails and now Zoom for meetings. There has never been a better time to develop software that helps people work. But there is a problem. With an increase in external tools, company identity no longer shows up actively in their employees’ workflow.

Survey 52

Survey Brands Tools Software 52

Maru Group

NOVEMBER 12, 2020

We can all agree that 2020 couldn’t be over soon enough, but one area that has delivered some much-needed comfort during this punishing year has been the abundance of new subscription-based streaming platforms during the COVID-19 crisis. With a bunch of newly launched services like HBO Max, Quibi, Peacock, and Disney+, major media and tech companies have seen an opportunity to sooth the masses by providing access to more content right when we need it the most.

Consumers 52

Consumers Entertainment Video Trends 52

Innovative CX

NOVEMBER 12, 2020

No, I’m not confused. I’m simply following the engineer’s motto. If it isn’t broken, take it apart and fix it! I know it sounds strange but are you sure you’re delivering the kind of experience your customers expect from your organization? Are you content with your existing CX approach despite significant shifts in what customers expect from organizations today versus a year ago?

Customer Experience 52

Customer Experience Contact Center Customer Expectations Policies 52

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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,

Tips

The DiJulius Group

NOVEMBER 12, 2020

It’s week 3 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: Jesse Itzler Jesse Itzler is the co-founder of Marquis Jet and co-owner of the Atlanta. Read Full Article.

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Conference Customer Service Groups Customers 52

Forrester's Customer Insights

NOVEMBER 12, 2020

This holiday season, maintaining (and tapping into) your customers’ loyalty has never been more critical. As you plan for holiday shopping – and the inevitable returns that will follow in January – loyalty marketers must: Show, not tell. It’s a stressful time under normal circumstances, but now we’re living in a year-long anxiety attack for […].

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Loyalty Customers Marketing Retail 63

dscout People Nerds

NOVEMBER 12, 2020

Need an exciting way to engage your team and generate innovative product ideas? Run an ideation workshop. .

Innovation 67

Innovation Engagement 67

Forrester's Customer Insights

NOVEMBER 12, 2020

Today Paul Miller, Tracy Woo, and I released our report that examines the market impact of the GAIA-X project. France and Germany announced an initiative in 2019, which was formalized as the GAIA-X Foundation in early October 2020. For our report, we spoke with several of the GAIA-X founders and studied its potential impact for […].

Study 58

Study Report Marketing Government 58

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.

Retail

dscout People Nerds

NOVEMBER 12, 2020

Here’s a handy overview of a key qualitative research analysis methodology (and some next steps for those hoping to dive deeper).

Analysis 52

Analysis 52

XMplify

NOVEMBER 12, 2020

On the 4th November I took part in the most recent of Genesys’ CX Strategy Forums, hosted by Martin Hill-Wilson and Genesys’ Rik McCrossan.

Strategy 52

Strategy 52

Qualtrics

NOVEMBER 12, 2020

Get the right results from your survey by finding the right survey respondents to provide confidence in your data The challenge of finding survey respondents. Getting the right survey participants is critical to the success of your survey, but it's also hard to do. Minimize the risk of not getting the right participants first time, even though you have a well-designed research project from the start.

Survey 52

Survey Social Media Feedback Marketing 52

Forrester's Customer Insights

NOVEMBER 12, 2020

Europe has lost the battle for the digital consumer. We, European consumers, discover the Web via Google and use Chrome or web browsers from US firms. We, European consumers, access mobile and apps through Google and Apple on our Asian smartphones or on iPhones. We, European consumers, spend a massive amount of time interacting socially […].

Consumers 46

Consumers Interaction B2C Trends 46

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Training

Optimove

NOVEMBER 12, 2020

The post 5 Tips to Build Your Martech Roadmap for 2021 appeared first on Optimove.

Roadmap 52

Roadmap Tips 52

Strikedeck

NOVEMBER 12, 2020

Zahra talks about the 4 myths associated with a low-touch Customer Success model.

Customer Success 52

Customer Success Customers 52

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. Hear the full interview. See the full transcript.

Financial 26

Financial Feedback Customers Automotive 26

SmartKarrot

NOVEMBER 12, 2020

Role: Vice President of Customer Success Location: Remote, United States Organization: OODA Health As a Vice President of Customer Success, you will be responsible for delivering on customer success goals, such as renewals, through individual / direct efforts, and managing a team. Create a customer success plan, including the necessary infrastructure to manage a scaled and effective customer success organization.

Customer Success 10

Customer Success Knowledge Base Metrics Customer Centricity 10

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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?

Customer Experience

Call Experts

NOVEMBER 12, 2020

Thanksgiving, Black Friday, Cyber Monday, and winter holidays are coming! It’s official; you are entering the 2020 holiday season. Businesses don’t want to lose sales or brand reputation during the holiday season. If you’re actively engaging in workforce management practices, you should be prepared for these shifts. A rush in inquiries, sales, and customer support needs can make or break your holiday season!

Tips 98

Tips Management Contact Center Retail 98

SmartKarrot

NOVEMBER 12, 2020

Most of the businesses have multiple sources of revenue that they generate. Few of the revenues come from their core services and products and are called operational revenue. Other revenues are called non-operational revenues that come from sources like interest or dividends. But out of all the revenues, the most common and primary source of revenue is the customer revenue.

How To 10

How To Metrics Customer Journeys Sales 10

Kustomer

NOVEMBER 12, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Derek Hixon to talk about his lessons learned after providing over 15 years of exceptional customer support. Listen to Derek’s fun and invigorating life lessons in the podcast below. Fostering Relationships Leads to Better CX. Derek Hixon, Director of Customer Support and Implementation at WordStream, proudly leads his team of reputable customer service agents.

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Data Tools Innovation Video 52