Forrester's Customer Insights
OCTOBER 22, 2020
One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […].
C3Centricity
OCTOBER 22, 2020
We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
BlueOcean
OCTOBER 22, 2020
When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear and concise: stay operational and deliver on our KPIs while keeping our people safe.
Steve DiGioia
OCTOBER 22, 2020
We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out. When it does, and if you are not showing desirable traits, you will be shunned for being “fake” Here is how to be true to yourself and your business. We are who we are – until we’re not.
Advertisement
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.
Beyond Philosophy
OCTOBER 22, 2020
Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Gainsight
OCTOBER 22, 2020
1. Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . 2.
Kustomer
OCTOBER 22, 2020
On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process. Attendees were able to gather insights from the brightest minds in the CX space, hearing perspectives from those that are not often heard from, and networking with their peers.
Vanilla Forums
OCTOBER 22, 2020
Your community is humming along, and all of a sudden, an individual joins who takes personal pleasure in disrupting your community. It may be inflammatory remarks, attacking others for no reason, or simply taking an extreme contrarian view on every topic to drive everyone nuts. Unfortunately, it also means your community may have a troll problem. Civility and logic pretty much go out the window with trolls.
BirdEye
OCTOBER 22, 2020
If you own an iPhone, you probably know about Apple Maps, the default map application for iOs. Just like other map applications like Google Maps and Waze, Apple Maps features reviews and ratings for businesses. Currently, Apple gets this data from third-party review providers like Yelp and TripAdvisor. If an Apple Maps user clicks on business reviews, they’ll then be taken to these third-party apps.
Advertisement
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.
Cyara
OCTOBER 22, 2020
It's hard to believe that November is right around the corner already! Before your calendars fill up, we wanted to share some great, accessible and free upcoming events you might want to add to your schedule that could serve you on your mission to up-level contact center operations, help with migration projects, and ultimately improve the quality of your customer experience.
Totango
OCTOBER 22, 2020
When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. As communication becomes more fast-paced, client expectations for timely, personalized responses to their issues have risen as well. Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, ca
Kustomer
OCTOBER 22, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Both Michael and Vikas have had to adapt their teams to the new CX issues spawning from the COVID-19 pandemic. Learn how these leaders have successfully managed customer delivery expectations during COVID-19 by listening to the podcast below.
Zonka Feedback
OCTOBER 22, 2020
In today's world, success of a retail business revolves around these questions: Are the products which customers are looking for available at your retail store? Is your retail staff supportive and welcoming for the customers? Are your prices competitive in the market? Are your return and exchange policies fair and helpful for the customers?
Advertisement
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,
CX University
OCTOBER 22, 2020
CX and PX Training Gives Graduate Credits. BETHLEHEM, PA, October 22, 2020: Today, CX University (CXU) and Moravian College jointly announce the launch of their partnership to award graduate college credits for successful completion of CXU Online Courses in Customer and Patient Experience. CXU offers fully online courses in Customer Experience (CX) that teach the 6-pillars of CX.
Ecrion
OCTOBER 22, 2020
1. Teachers | 2. Healthcare Employees | 3. Management-Level Employees | 4. Lawyers |. 5. Counselors/Psychologists | 6. Creative Professionals | 7. Systems Analysts. Automation is a practice that comes with a substantial amount of utility. For many small businesses, even automating menial tasks can significantly improve productivity and overall revenue.
ChurnZero
OCTOBER 22, 2020
If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. But first, let’s address the elephant in the article by acknowledging that we’re a software company that is making a one-sided argument in favor of buying. This may seem self-serving, but we promise our intentions are pure. Our goal is to bring awareness to the building considerations that are often overlooked or inaccurately weighed during the cost-benefit analysis of a build-or-buy deci
Forrester's Customer Insights
OCTOBER 22, 2020
If the rest of the decade is anything like 2020, tech leaders are in for quite the ride. With an overnight forced migration to all things digital and virtual, projects that previously took two years were rolled out in two months — or even two weeks. CIOs and their digital and business colleagues have been […].
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.
Oracle
OCTOBER 22, 2020
Bots are a well-known scourge on Twitter and Facebook , but they’re also a problem on email lists. Even bots that aren’t explicitly trying to compromise your systems represent a serious risk, as they can inflate performance numbers, muddy targeting efforts, and lead brands to make tactical or strategic changes that serve bots rather than human subscribers.
Forrester's Customer Insights
OCTOBER 22, 2020
While Zero Trust (ZT) security is mainstream in the US and Europe, it has only just begun gaining momentum in Asia Pacific (APAC). Why now? The global pandemic has accelerated cloud migration and remote work at the same time that firms are grappling with rapidly changing regulations and mounting consumer pressure for improved data privacy. […].
CX Ahead
OCTOBER 22, 2020
This was originally written during my tenure at Yellow Messenger, a cutting-edge conversational AI platform. In its 5 million years of existence on Earth, humankind has radically transformed, at an ever-increasing pace. It is generally acknowledged that we have transformed our lives more in the last 100 years than we have over all those millions […].
Kustomer
OCTOBER 22, 2020
On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process. Attendees were able to gather insights from the brightest minds in the CX space, hearing perspectives from those that are not often heard from, and networking with their peers.
Advertisement
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.
NobelBiz
OCTOBER 22, 2020
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: How Social Media Took Over the Call Center appeared first on NobelBiz®.
Kustomer
OCTOBER 22, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Both Michael and Vikas have had to adapt their teams to the new CX issues spawning from the COVID-19 pandemic. Learn how these leaders have successfully managed customer delivery expectations during COVID-19 by listening to the podcast below.
Gainsight
OCTOBER 22, 2020
In our Path to CPO webinar series , there seems to be a common theme among CPOs. A noticeable trend reveals that product, like customer success, relies on every part of the organization to deliver outcomes. Recently, Nick Mehta, CEO at Gainsight, met with Chris O’Donnell, Chief Product Officer of Hubspot, to get his view on a path into product management.
SurveyGizmo
OCTOBER 22, 2020
Welcome to the October 2020 edition of the Alchemer Monthly Insider newsletter. Each month, we will share product and solution news, use cases, and other helpful information. Is this information valuable? Is there more you want to hear from us? Please provide your ideas and feedback using the survey at the end of the newsletter. Our name is Alchemer.
Advertisement
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?
Gainsight
OCTOBER 22, 2020
It’s hard to believe that we’re just a couple of months away from 2021. To say that 2020 has been a challenge would probably be the understatement of the century so far—and I think I speak for everyone when I say that I am cautiously optimistic that we’ll launch into 2021 feeling better about how things are going—in business and life. . That said, 2021 will undoubtedly bring with it a new set of challenges & questions that we’ll need to be ready to address.
Education Services Group
OCTOBER 22, 2020
“Have those reports on my desk by five!”…Not something we hear much anymore in the world of ever-advancing technology and automated process. Gone are the days of giving my colleagues hard-copy printouts of graphs and lines of numbers just to have to wait for three months for a person with an analytics degree to tell me that the project I’ve been working on for six months had a missing variable.
CSM Magazine
OCTOBER 22, 2020
Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience. While COVID-19 may be the reason for slower-than-usual customer service currently, it cannot be a long-term excuse. Though everybody is wrestling with similar challenges, the patience of customers with brands and their challenges, especially with quality or timeliness of delivery, will reach i
Expert insights. Personalized for you.
39 
Let's personalize your content