Blueshift
MARCH 4, 2021
The online customer experience is now the customer experience. And though hopefully the return to more brick and mortar shopping is just around the corner, many customers are now turning towards 100% online options to get what they need, The post Why Customer Data is Essential to the Online Experience appeared first on Blueshift.
Comm100
MARCH 4, 2021
Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?
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Chadwick Martin Bailey
MARCH 4, 2021
I’ve been thinking recently about how to do work that matters as it can be easy to find yourself lost in a seemingly endless tide of information and data. I wrote a blog post about this topic a couple of years ago, and thought it was about time for a refresh. Be business-decision focused: Insights professionals know as well as anyone that a lack of focus throughout an engagement can have devastating consequences.
Kustomer
MARCH 4, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Amanda Chavez to discuss human-centered customer service and design. Amanda has over a decade of experience working in this type of design and shares expert advice worth listening to. Tune in to the podcast below to discover how Amanda incorporates human-centered design into all aspects of customer experience.
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Talkdesk
MARCH 4, 2021
Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Helen Dewdney
MARCH 4, 2021
Vulnerable people are frequently left without a resolution to a complaint. They can find it difficult to know how to complain, what route to take, what language to use, and if they don’t get a satisfactory response they will give up more quickly. This can be a huge problem for companies, whether they realise it or not. We all know that it can cost at least 5 times more to gain a new customer than to retain an existing one.
Zeisler Consulting
MARCH 4, 2021
Let me be scandalous for a second here (okay, it’s not nearly as scandalous as I sometimes get in real life, but bear with me): Stop looking at your scores. Just stop. I can hear old bosses (who hired me for my analytical acumen) and even former professors (who instilled that acumen in me in the first place) cringing. I have former students and cadets who may think me a hypocrite.
Centercode
MARCH 4, 2021
Every year, Consumer Reports tests thousands of products — from cars, to laptops, to WIFI-enabled speakers and appliances — and grades them on a scale of 0 to 100. A trusted source of unbiased product testing , their mission is to make it easier for consumers to make well-informed buying decisions. And it’s as helpful to smart tech shoppers as it is potentially nerve-racking to smart tech makers.
One Millimeter Mindset
MARCH 4, 2021
When you target working with the best so you can become your best, you always have one question that is top-of-mind. “Who are the best of the best in our organization?” Why, how, and when did they accomplish this? The key to upskilling and reskilling for the post-pandemic workplace starts with discovering who your best workplace colleagues are. Even if you currently do not work with them at all.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Interactions
MARCH 4, 2021
Technology can make or break an organization’s success. We’ve all heard of digital transformation success stories– companies that took the leap as early adopters of technology to improve their customer experience and profitability. Failure to embrace digital transformation and technology innovation is cited as one of the reasons why almost half of Fortune 500 companies have failed since 2000.
Vanilla Forums
MARCH 4, 2021
Survey research is fast, nearly free, and broadly accessible. But surveys are not a cure-all for community building. Not even close. Experienced community builders never directly ask members questions like what they want or what their community platform should be. That’s because we know the responses will only mislead us. When asking for anyone to self-report what they want or desire, we are likely to receive unreliable data.
SurveySparrow
MARCH 4, 2021
I was at the office when my friend called me asking for a therapist’s recommendation. I immediately gave her some of the names that popped up in my head and asked whether she’s comfortable telling me what it is about. “It’s work! I’m burning out!” – She said in an exhausted voice! Well, you know how it is. It only gets worse by the time.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Forrester's Customer Insights
MARCH 4, 2021
Hyland announced on March 4 that it intends to acquire content platform provider Nuxeo. The deal is expected to close in April or May. Coming on the heels of its acquisition of Alfresco, which we blogged about here, just months ago, Hyland will soon be the home for the two most widely deployed open source […].
Centercode
MARCH 4, 2021
Every year, Consumer Reports tests thousands of products — from cars, to laptops, to WIFI-enabled speakers and appliances — and grades them on a scale of 0 to 100. A trusted source of unbiased product testing, their mission is to make it easier for consumers to make well-informed buying decisions.
Conversocial
MARCH 4, 2021
As Facebook’s cooler, younger cousin, Instagram offers brands an opportunity to reach a younger demographic than other social platforms. 70% of Instagram’s 1bn monthly active users are younger than 35. They come to the platform to be inspired by images and videos posted by people and businesses they care about.
CX Ahead
MARCH 4, 2021
Customer Experience (CX) can make or break your business, and, if you don’t look at it strategically, you run a serious risk of it making more harm than good and actually breaking you. What may appear like a great idea, in essence, can often cost dearly if not sense checked against the wider realities of […].
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Magellan Solutions
MARCH 4, 2021
What to expect with your outsourced support team. The outsourced customer care services are witnessing steady growth. It is being expected to surpass USD 110 billion by 2024. This was being reported by the Global Market Insights, Inc. Omni-channel retailing has become a growing trend. Businesses get to mark their presence across many channels: Chat.
PK
MARCH 4, 2021
Of all the companies PK consulted last year on API security, 75% had security violations, and 45% had severe vulnerabilities. API use among organizations continues to grow exponentially, and though […]. The post Webinar recap: Preventing an API attack appeared first on PK.
MyCustomer
MARCH 4, 2021
EThis week has seen the launch of the European Customer Experience Organization (ECXO), a subscription-based, private, professional, social. 4th Mar 2021. By Neil Davey Managing editor.
Call Experts
MARCH 4, 2021
Call Experts Attendance Platform makes employee call-out, absence, and PTO tracking, reporting, and alerting so much simpler than utilizing spreadsheets. Does your company still track attendance with spreadsheets? Stop! When spreadsheets first became available, they provided lots of benefits, especially over-hand calculations, and written ledgers. Attendance tracking via spreadsheets offered an innovative method to save absence and call-out information. .
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
kommunicate
MARCH 4, 2021
In the month of February, we have added powerful integrations like Whatsapp and added some cool features in the Dashboard, Kompose Bot Builder, and Bot analytics. Also updated the existing ones to improve your overall experience with Kommunicate. WhatsApp integration WhatsApp is one of the most commonly used chat applications and can be easily one [.].
inSided
MARCH 4, 2021
Earlier this week, we launched our revamped Ideation Module and brand new Product Updates Module in an effort to help Customer Success and Product teams create a better way to manage customer feedback and close the loop. But how do you build a Customer Success-driven feedback loop? We’ve broken it down into seven steps to help you get started. Let's take a look.
The DiJulius Group
MARCH 4, 2021
Zappos started out in a living room with the original goal to get people to buy shoes online. Ten years later, it was bought by Amazon for $1 billion during one of the worst economic recessions back in 2008-2009. How did Tony Hsieh take an unthinkable business model and turned it into a billion-dollar business? Read Full Article. The post The Legacy of Tony Hsieh, The Man Who Built Zappos Into a Customer Experience Powerhouse appeared first on The DiJulius Group.
SurveySensum
MARCH 4, 2021
In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. . Debbie is one of the well-recognized CX leaders from Africa.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Forrester's Customer Insights
MARCH 4, 2021
If you want functional and individual goals to be meaningful and actionable, keep them simple, limit the number of goals, and make sure they link clearly to your mission.
SmartKarrot
MARCH 4, 2021
The changing digital landscape has made us look at products very differently. There is a rise in products, improvement in features, and advancement in requirements from customers. Customer needs and expectations evolve with time, influence and other products. To handle this evolving requirement, it is important to build a competent profile to initiate progress in product development.
Forrester's Customer Insights
MARCH 4, 2021
Forrester analysts take a detailed look at what's driving the unprecedented premium being paid in this acquisition.
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