Thu.Oct 22, 2020

Why Customer Experience? Why Now?

Forrester's Customer Insights

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.

14 Hospitality Technology Tools for Digital-First Hotels and Providers



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Be True To Yourself and Your Business – Tip #21

Steve DiGioia

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.

Tips 130

Gainsters of Gainsight: Meet Minh Phan, Senior Director of Product Management


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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Small Things That Have a Dramatic Impact on Your Customer’s Experience

Beyond Philosophy

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.

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A Few Free CX Events to Put On Your Calendar


It's hard to believe that November is right around the corner already!

3 Tips for Dealing with Community Trolls

Vanilla Forums

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.

Tips 65

Retail Library bo


Optimove Resources. Your browser does not support the video tag. Your browser does not support the video tag. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. Filter by type: View All. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. eBooks, Guides & More. A Better Way to Define your VIPs – A Step-by-Step Guide. Guide: Why Gaming Operators Need Lifecycle Marketing. DIY Hack: How to Calculate Customer Lifetime Value. The Guide to Re-engaging Churned Customers.

The Pivot to 100% Remote Training in the Contact Center


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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Gaming Library mo


Optimove Resources. Your browser does not support the video tag. Your browser does not support the video tag. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. Filter by type: View All. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. eBooks, Guides & More. A Better Way to Define your VIPs – A Step-by-Step Guide. Guide: Why Gaming Operators Need Lifecycle Marketing. DIY Hack: How to Calculate Customer Lifetime Value. The Guide to Re-engaging Churned Customers.

eBook 64

A DAY IN THE LIFE OF A DIGITAL TRAINER//PLUS Get Confident Giving Customers Bad News!!!

Myra Golden

Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News. Customer Experience Design

Advantages of Customer Feedback Software for Retail Industry

Zonka Feedback Blog

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?

CX University Announces Partnership with Moravian College

CX University

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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Apple Maps reviews: What you need to know


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.

Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers


Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too.

Top 12 tools for Product Managers


If management is an art, then product managers are the Picasso of it! Why are we saying this? Well, a product manager has to manage many aspects as a daily routine. They are responsible for allocating resources, meeting deadlines, evaluating tasks, and managing a team.

Tools 56

K-pop Goes Public: How Stans Are Buying Into Bands

Brandwatch CX



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!

3 Considerations Before Building Customer Success Software In-House


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.

Desktops, Dashboards and Human Centred Design

CSM Magazine

Getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains.

3 Steps to Creating a Renewal Process and Retention in Your Customer Base


In the current, increasingly complex economic situation, many CFOs , and others in the organization are reviewing key metrics—particularly Cost of Retention and Customer Acquisition Cost.

October Monthly Insider


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?

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Give Your Team Away: CPO Lessons from Christopher O’Donnell, CPO at Hubspot


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.

Blending AI and Digital Tools with the Human Workforce to Deliver an Integrated Customer Experience

CSM Magazine

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.

Tools 52

Strategizing Customer Success Spend for 2021: 5 Takeaways From Our Survey On Customer Success Budgeting


It’s hard to believe that we’re just a couple of months away from 2021.

How Can Colocation Data Centres Improve Customer Experience Levels During COVID-19?

CSM Magazine

Data centres are far more than many perceive. What may first seem like just a vast stockroom of servers and wires serves the crucial role of keeping us all connected in a modern, fast-paced world.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.