Tue.Mar 16, 2021

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How Responsiveness Decreases Customer Churn

Solvvy

It’s been found that companies lose $1.6 trillion per year due to customer churn, which is a staggering statistic. It’s even more appalling because there’s a lot that organizations can do to prevent such churn and revenue loss. Here’s a look at one of the most common causes of customer churn, along with a key remedy, so you can ensure your own company doesn’t fall prey to the same unhappy ending.

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Making the Case for AI in the Contact Center - Answers to Your Top 8 Questions

NICE inContact

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results.

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Don’t Leave Your Customers in the Dark!

Heart of the Customer

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs. Or do they? We’ve found that there’s […].

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PPP loan forgiveness: How our customer Upside Financial is supporting SMBs

Talkdesk

Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. The Paycheck Protection Program (PPP)—a business loan program established by the U.S.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Marketing to Boomers? Here Are 3 Tactics You Can Apply Today.

Hallmark Business Connections

In 2021, it’s not so much about who you’d like to support your business and more about who can. And there’s no denying the collective wealth of the Baby Boomer generation: At 73 million strong , the 50-plus segment of shoppers commanded more than half of all consumer spending pre-pandemic. And even though the pandemic caused many consumers to tighten their belts, Boomers were the least likely to report financial insecurity.

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Success Factors for Scaling Product Feedback Effectively

Vanilla Forums

Previously, we discussed how to set the stage for input from both employees and customers effectively and how to work with qualitative and quantitative product feedback.

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Content Creation for Beginners: A How To Guide

DemandJump

All content serves one purpose: to connect with your audience. In marketing, this means connecting with your customers and prospective customers.

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Making an Impact During These Unprecedented Times: Ronni Gaun, Top 100 CS Strategist in 2020

Strikedeck

Vincent Manlapaz, in an interview with Ronni Gaun talks about the lessons she learned during this time and what she thinks helps serve customers effectively. The post Making an Impact During These Unprecedented Times: Ronni Gaun, Top 100 CS Strategist in 2020 first appeared on Strikedeck | Customer Success Platform.

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Amazing Business Radio: Neil Baum

ShepHyken

A Prescription for Excellent CX. Customer Service Lessons From the Disney of Healthcare. Shep Hyken interviews Neil H. Baum, MD , Professor of Clinical Urology at Tulane Medical School in New Orleans, Louisiana. They discuss some of the foundational concepts in creating an exceptional customer experience. Top Takeaways: Some businesses such as a healthcare practice or provider, do not have a product that the customer touches.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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How to Create Good Content

DemandJump

There’s a lot of content out there for consumers to wade through and it can be a struggle to figure out how to create quality content that stands out in the digital landscape. Whether you are a seasoned social media writer or a newly minted content creator, these tips will help you craft your messages and attract the right sort of attention.

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Top 3 SaaStr Build Sessions to Watch On-Demand for Customer Success

ChurnZero

Last week SaaStr hosted their SaaStr Build event where they had 20,000+ virtual attendees and 20+ top VCs come together for two days to teach you everything you need to know to grow your revenue, scale up your team and close deals faster. . The two-days were complete with hands on, tactical, virtual sessions for founders and practitioners who aren’t afraid to get their hands dirty to do the heavy lifting and get to $100M ARR.

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How Customer Sentiment Analysis Improves the Customer Experience

iPerceptions

Automated customer sentiment analysis is essential to understanding customers’ emotions. Voice of customer tools can identify key insights and drive quick action. The post How Customer Sentiment Analysis Improves the Customer Experience appeared first on Astute.

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VIDEO & ARTICLE: How to Boost Morale after Layoffs

NobelBiz

How to maintain a healthy company culture after a period of downsizing? Gary is sharing with us some ways of boosting morale after layoffs and tips for managing these actions on both sides, with a minimum of side effects. The post VIDEO & ARTICLE: How to Boost Morale after Layoffs appeared first on NobelBiz®.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Efficient but emotional: How to deal with the dichotomy at the heart of customer expectations

MyCustomer

Engagement Efficient but emotional: CX's demanding dichotomy.

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10 Tips for a Successful Markie Award Entry

Oracle

Since the Markie Awards began, Oracle has given approximately 400 awards to extraordinary professionals shaping the industry. Here’s your chance to join Oracle’s customer experience (CX) Hall of Fame by winning a 2021 Markie. If you’ve won before, don’t miss out on the opportunity to snatch another prize. The call for submissions to the 15th Annual Markie Awards is open, so start putting together the most compelling version of your story.

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The Unexpected Journey of a Serial Entrepreneur, with Gary Pudles

NobelBiz

Gary Pudles is considered a ‘serial entrepreneur’ in the vast business world. Find out more about his life journey in this remarkable discussion about acquisition, downturn, morale and much more! The post The Unexpected Journey of a Serial Entrepreneur, with Gary Pudles appeared first on NobelBiz®.

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ReviewTrackers Joins the Inc. 5000 Fastest-Growing Private Companies in the Midwest

ReviewTrackers

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Innovation is Essential for The Changing Sports Landscape: The Case of Super Bowl LV

Maru Group

By Audra Priluck, Vice President, Media & Entertainment | March 16, 2021. Super Bowl LV had the lowest TV rating of any Super Bowl in over 50 years , and it was cause for much hand-wringing. But a focus on television broadcasting obscures the fact that the way people interact with sports is changing, with people embracing video highlights and moving away from watching entire games.

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VIDEO: Gary Pudles’ Work for the Deaf Community

NobelBiz

In his work with Connect Direct, Gary has helped bring customer service solutions and jobs to the deaf community. Find out what services are they offering and what is the goal behind this amazing partnership. The post VIDEO: Gary Pudles’ Work for the Deaf Community appeared first on NobelBiz®.

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How third-party contact centres can move their customers forward

MyCustomer

Download this Whitepaper. Lead goal. 217. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

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VIDEO: The Unexpected Way Gary Pudles Got Into the Call Center Business

NobelBiz

Gary Pudles is considered a ‘serial entrepreneur’ in the vast business world. Find out more about his life journey in this remarkable discussion about acquisition, downturn, morale and much more! The post VIDEO: The Unexpected Way Gary Pudles Got Into the Call Center Business appeared first on NobelBiz®.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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How third-party contact centers can move their customers forward

MyCustomer

Download this Whitepaper. Lead goal. 217. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

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VIDEO: Managing Through a Downturn

NobelBiz

To ensure business continuity, sometimes you have to compromise and make the toughest decisions. When facing a period of business downturn, it's important to follow these steps for a successful management. The post VIDEO: Managing Through a Downturn appeared first on NobelBiz®.

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Lessons from the Frontlines of CX: How to Manage “Pedal-to-the-Metal” Moments of Change

Bold360

The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . To understand the scope of these dramatic shifts and what Bold360 customers are planning to do next, Customer Relationship Manager Jeff Shane weighs in from the frontlines of a changing CX landscape. .

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VIDEO & ARTICLE: What to Look for When Acquiring a Company

NobelBiz

Gary has a straightforward explanation on how important it is to have an aligned goal when aquiring a new company. In his opinion, business acquisition is much more than a financial decision and a desire for company growth. The post VIDEO & ARTICLE: What to Look for When Acquiring a Company appeared first on NobelBiz®.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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3 key takeaways from the 2020 Gartner Magic Quadrant for Voice of the Customer

SMG CX

SMG has been recognized as a Visionary in the November 2020 Gartner Magic Quadrant for Voice of the Customer—a detailed report delivering in-depth profiles for 15 vendors in the experience management (XM) space.

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VIDEO: Gary Pudles Talks Organizational Culture and Mergers

NobelBiz

How to incorporate process, technology and culture after making an acquisition? Listen to Gary's advice, both from his success and failures, on how to successfully integrate and maintain a healthy company culture. The post VIDEO: Gary Pudles Talks Organizational Culture and Mergers appeared first on NobelBiz®.

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How You Can Track Employee Hours

CSM Magazine

Businesses right now are becoming more strict about how employees are spending their working hours. In this article, you’ll get to know how you can track your employees’ hours and understand how they spend their time. You’ll also learn more more about an awesome tool “Sharepoint time tracking”. There was a time when businesses would be able to trust employees that they are spending their hours doing work.