Tue.Oct 05, 2021

article thumbnail

Happy CX Day 2021! How to be a Change Agent at Your Organization

Experience Investigators by 360Connext

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.

article thumbnail

CX Day 2021: Three Stories that Prove CX Is a Team Sport

InMoment XI

You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.” In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality.

Sports 260
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

A CX Day Offer To Boost Your Journey Mapping Outcomes

Kerry Bodine

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Just use code CXDAY21 at checkout.

article thumbnail

How to Ensure Business Continuity in the UK Fuel Crisis

TechSee

With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.

How To 207
article thumbnail

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.

article thumbnail

How Digitization Is Being Utilized and Helping Customers

Uniphore

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. Recently, one of our unit managers informed us that a certain percentage of his team members do not take leaves of absence, do not have mood swings and will not attrite.

Insurance 100

More Trending

article thumbnail

Forecasting the next moves of a fast-moving pandemic

Clarivate

As the pandemic tore across the world, principal epidemiologist Oliver Blandy knew he had the expertise and data to help fight COVID-19. Get the full story. Oliver Blandy, M.SC Principal Epidemiologist, London, U.K. Hunkered down in London as the COVID-19 pandemic tore across the world in the spring of 2020, Oliver Blandy found himself hoping that he would be tasked with putting his skills to work fighting the virus.

Data 98
article thumbnail

C Space appoints CTO, accelerates impact of insights through technology

C Space

C Space appoints CTO, accelerates impact of insights through technology. C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. Tweet. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team.

article thumbnail

Top 10 Customer Success Takeaways from SaaStr Annual 2021

ChurnZero

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible.

article thumbnail

CX University Founder & CEO to Speak at Corporate Engagements

CX University

PHILADELPHIA, PA – October 5, 2021 – CX University announces the participation of its founder and CEO, Mohamed Latib, PhD, in upcoming corporate speaking engagements with Florida Power and Light (FPL) and Febraban Institute of Education (Federation of Banks in Brazil). On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

The 7 Best Email Management Software + Features to Look For

Help Scout

Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus.

Software 105
article thumbnail

The Improv Rules of Customer Support

Vanilla Forums

"If you care about someone, and you got a little love in your heart, there ain't nothing you can't get through together." – Ted Lasso.

Customers 105
article thumbnail

Amazing Business Radio: Daniel Fallmann

ShepHyken

A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.

article thumbnail

Contact Center Leadership: 3 Mistakes you should Avoid

NobelBiz

Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner. Being a leader in the contact center industry can be difficult for some and simple for the most experienced owners and directors.

article thumbnail

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?

article thumbnail

3 Great Examples of Transformative Solution Implementations to Celebrate Global CX Day

Cyara

Global CX Day is October 5th! Cyara is proud to celebrate this unique holiday within our industry by recognizing individuals, companies, and organizations that work diligently to ensure quality customer experience to their audiences.

article thumbnail

Customer Success Leading Indicators

ClientSuccess

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer success teams can also gain a predictive advantage into long-term customer success with leading indicators. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time.

article thumbnail

CX job vacancy of the week: Mountain Warehouse

MyCustomer

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 5th Oct 2021. By Rhys Fisher Editorial Assistant.

article thumbnail

Video: Why Uplighters Work at Uplight

Uplight

This Energy Efficiency Day, Uplight employees shared why they work at Uplight. For most of us, creating new innovative technology that will get us closer to decarbonization to enable a more sustainable future for all is a driving force. And energy efficiency is a key component of Uplight’s technology–helping utility customers save money and energy. Read More.

Video 64
article thumbnail

The State of Customer Onboarding 2024

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.

article thumbnail

CX is growing in corporate influence - so why are customers still dissatisfied?

MyCustomer

Voice of the Customer CX is growing - so why are customers unhappy?

Customers 112
article thumbnail

A Guide For VP Of Customer Success (CS) To Achieve 125% ARR!

CustomerSuccessBox

Yes, you heard that right! Also, you must have heard this multiple times as well. As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. In SaaS businesses, ARR/MRR is the lifeline for their existence. What would you do if you can’t maintain and improve your ARR? Your brand’s very existence is threatened. Achieving a 125% increase in ARR (Annual Recurring Revenue) is not an easy task.

article thumbnail

PK employee spotlight: Senior Procurement Analyst Rithvik Sharma

PK

Every month, we like to highlight a few of our PK team members and give them a chance to share more about themselves and what they enjoy most about being […]. The post PK employee spotlight: Senior Procurement Analyst Rithvik Sharma appeared first on PK.

Culture 52
article thumbnail

How Does PPC Advertising Work for Lawyers?

CSM Magazine

PPC marketing implies a digital marketing model used to channel traffic to relevant platforms, usually through a particular search engine. When it comes to PPC marketing, the marketer pays a specific amount of cash to a publishing network every time the ad is clicked on. Google Ads is considered one of the most popular PPC ad providers. However, Facebook Ads, Bing Ads, and LinkedIn Ads are just a few other PPC networks that have also gained popularity.

article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

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

article thumbnail

Customer Service Week Day 2!

Myra Golden

Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training. I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.

article thumbnail

Cybersecurity Programs in College

CSM Magazine

Let’s say you’re a typical college student studying cybersecurity overwhelmed with college requirements and the pressure that goes with contributing to society once you graduate. However, living in the digital age should give you enough reason to stick with your degree, with Cybersecurity experts in demand more than ever. Cyber-what? Let’s rewind to a milestone that had your heart fluttering out of your chest: picking your degree in college.

article thumbnail

Mastering the Customer Experience Landscape — In an interview with Darren Hood, MSUXD, MSIM, UXC, Principal Product Designer at Omnicell

Strikedeck

Darren Hood, MSUXD, MSIM, UXC, Principal Product Designer at Omnicell, provides insights into how UX (user experience) affects the business success and its importance in the design experience — in an interview with Vincent Manlapaz. The post Mastering the Customer Experience Landscape — In an interview with Darren Hood, MSUXD, MSIM, UXC, Principal Product Designer at Omnicell first appeared on Strikedeck | Customer Success Platform.

article thumbnail

6 Working Strategies to Boost Sales Productivity

CSM Magazine

In 2020, many organizations have had to rethink their approach to their business and adapt to a rapidly changing environment. This gave many companies time and a chance to take a fresh look at their processes, and some — to change them for the better and maximize sales efficiency. In many ways, they have achieved this by increasing sales productivity, as this is the very factor that leads to better sales, happier employees, more repeat customers and less time wasted.

Sales 52
article thumbnail

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

article thumbnail

Atlas Highlights - October 2021

Lithium

Have you heard about our Customer Podcast? Check out the latest Titans of Customer Engagement podcast featuring Epic Titan, Tune in today for strategic conversations about creating the world’s greatest customer experiences. Don't forget to hit that subscribe button wherever you listen to your favorite podcasts! Apple Podcasts. Spotify. Amazon. Google Podcasts.

article thumbnail

New Calabrio Report Diagnoses Why Contact Centres Struggle with High Agent Turnover in 2021

CSM Magazine

Report unveiled on day one of Calabrio Customer Connect (C3) digs into agent wellbeing and shows the key importance of employee-centricity and agent retention as the industry faces “The Great Resignation” Calabrio , the customer experience intelligence company, today unveiled its latest report, detailing first-hand agent sentiment on the current state of the contact centre, the impact that “The Great Resignation” has had on contact centres, and the importance of employee-

Report 52
article thumbnail

Smartly Outsource Your Back Office Services With This Comprehensive Guide

Magellan Solutions

This is your ultimate source of information when you decide to outsource back office services. Back office services continue to improve for the better, thanks to outsourcing. While the media hype that automation and robotics will soon eradicate human factors in a company’s process management, that is not really the case. Automation, AI, and robots will not obliterate your company’s need for human employees.