Wed.May 20, 2020

Improving the Client Experience Through Digital Transformation in Financial Services


Customer Experience

Customer Experience Will Be The Reason Businesses Survive COVID-19


This article was originally published here. Regaining Traction in Business As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market.

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The Peace of Mind Call


My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Redundancy: Preparing Customer Care for Crisis Situations


Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….”

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Supercharge Your Agent Workforce With These 8 Bots


Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.

Create your own Atlas(s) in your Projects


SuiteCX Creates the Atlas. View our video tutorial on the SuiteCX Brand Channel. We are excited about this one! What is a Customer Journey Atlas?

Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters


Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS.

TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service


Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Announcing the 2020 GameChanger Award Winners


DRUM ROLL PLEASE…AND THE 2020 GAMECHANGER AWARD WINNERS ARE… . First and foremost, for everyone who joined us online last week for the absolutely unprecedented Pulse Everywhere.

Why Your Best Is NOT Good Enough

The DiJulius Group

1. Feature Article Why Your Best Is NOT Good Enough By John DiJulius, Chief Revolution Officer My two favorite examples of how giving your best should not be the goal are: The Reality Distortion Field and the 4-Minute Mile. My least favorite saying is “I gave my best.”

Get more out of SuccessBLOCS and APIs


Hi, We are two months in and finally we are starting to see the light at the end of the tunnel. While we have been sheltering-in-place we have been very busy building some exciting new functionality for you. SuccessBLOCs continue to be a focus for the second release of our Belize update.

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Osmosis: What Happens BEFORE "The Path to Purchase?"

Chadwick Martin Bailey

When I go hiking, when does my “hike” really start? Is it when my shoes hit the dirt path? When I pull out of my driveway? When I park at the trail head? Or.if we go really “deep” maybe it was when I was six, learning to play baseball, and ultimately built an affinity for exercise.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Engagement Workshop: Tracking Your Progress with Metrics


Strong tester participation is at the heart of every successful Customer Validation test.

Getting help for Coronavirus cancellation claims and shopping

Helen Dewdney

During the current crisis, most businesses are doing the right thing when it comes to refunding consumers affected by cancellations. For example, I had tickets booked for a charity comedy night full of A-list comedians and waited for news about the event.

Winning Fans and Building Brands with Strategic Customer Input

dscout People Nerds

Don Hall on how emerging qualitative methods can flatten access and create always-on user insights to fuel brand stories

How Customer Experience is shaping during COVID-19 with ‘New Normal’


In this unprecedented societal shift, as the reality of this new COVID-19 pandemic took the world by surprise, it has affected everyone’s life.

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.

Open for business: New engagement models for a new normal


As organizations make plans to reopen, they face critical decisions about how to reengage their customers. Consumers will return but for many their priorities and preferences will have changed. Brands […]. The post Open for business: New engagement models for a new normal appeared first on PK.

5 Strategies to Use for Customer Acquisition in 2020

CSM Magazine

No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. If you fail to devise one, you will struggle with business growth.

Webinar: Innovate fast without sacrificing security


In the era of accelerating change, time is always of the essence. In this environment, it’s not enough to innovate. To win, you must innovate fast, and get your product […]. The post Webinar: Innovate fast without sacrificing security appeared first on PK. Events API Cybersecurity

Surviving and Thriving the Energy Industry in the Current Climate

Aquila Insight

We currently find ourselves in unprecedented circumstances, a scenario that is literally of ‘once in a century’ type proportions, which is having far reaching impacts on us all. Understanding how your business can not only survive, but also thrive in these times is key.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

004: The Three-Tiered Approach to Leadership with Alden Mills

The DiJulius Group

Are you and your organization really focused on leadership, or are you too focused on the byproducts of leadership? In times of crisis where there’s too much uncertainty, where do you stand as a leader?

The impact of knowledge on current customer satisfaction


Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Published on: May 20, 2020.

The Promising Case Of Low-Code Testing

Forrester's Customer Insights

Low-code dev platforms have been around for 30 years, but in 2020, adoption has reached an inflection point. Today, a majority of developers report they are either planning on or have already implemented a low-code platform to build digital business applications (see figure).

Intel Advances Mobility Conversation with Moovit Acquisition


Society is certainly experiencing a ‘new normal’ as many states begin to relax COVID-19 restrictions. Contactless deliveries and services have rapidly grown in popularity, for one.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.