Fri.Sep 11, 2020

How Data-Driven Customer Engagement Delivers Value to Each Customer 

Totango

For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.”

Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience

Storyminers

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

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Guest Post: The Future of Customer Experience–Create an Offer People Can’t Refuse

ShepHyken

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19.

Hero Digital LLC hires Iser Cukierman as its CFO

Hero Digital

It is with great excitement that Hero Digital announces the appointment of Iser Cukierman as Chief Financial Officer. Iser joins Hero from eMDs, a private equity-backed healthcare IT and services company, where he was the CFO.

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!

7 new BirdEye integrations for September

BirdEye

Every month, our team works to build integrations with software that your business may already be using to manage customers. These integrations make it easy for businesses to get new reviews, send out surveys, and get customer referrals using the BirdEye platform. .

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COVID-19 and the new normal: how are businesses adapting across industries?

BirdEye

The global pandemic and resulting shut down caused by COVID-19 has changed everything. At the individual level, people’s lifestyles have changed dramatically, including their values and purchasing decisions.

Inbenta Launches a Podcast Series

Inbenta

The “Future of Customer Service” podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Hear their perspective on challenges and opportunities.

Hero Digital hires Iser Cukierman as its CFO

Hero Digital

It is with great excitement that Hero Digital LLC announces the appointment of Iser Cukierman as Chief Financial Officer. Iser joins Hero from eMDs, a private equity-backed healthcare IT and services company, where he was the CFO.

Insights with impact: How AI technology improves CX

Keatext

The post Insights with impact: How AI technology improves CX appeared first on Keatext. Artificial Intelligence

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.

Customer Success Metrics that Increase Executive Support

Strikedeck

Jason Whitehead talks about what metrics and measures your customer success program needs to survive. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Seven essential digital transformation competencies

Lenati

We’ve all heard the hype around digital transformation: it seems everyone wants to talk about it. But just because there’s a lot of hype doesn’t mean it’s not important—or that […]. The post Seven essential digital transformation competencies appeared first on PK.

Customer Success and Product: How to Align Your Customer-Centric Stars (Part 1 of 2)

ChurnZero

“The stars must have aligned.”. If this expression captures how you feel when your Customer Success and Product teams interact or fulfill a customer request without bickering or finger pointing, then please continue reading.

Three Tips for Using Design Thinking in Product Management Activities

Forrester's Customer Insights

Product managers must integrate design thinking into their product commercialization and lifecycle process to foster a customer-focused approach for offerings. Otherwise they risk being too internally focused and out of touch with the market segments they serve.

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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 customer service mistakes and why they hurt your company’s profitability

Hello Customer

For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. Still, it is often seen as a department that eats up money, rather than one that can boost profitability. But how exactly can you make your customer service desk more profitable?

Quid Social for the Competitive Intelligence Win

NetBase

Competitive intelligence is any bit of intel that gives your brand an edge over the competition. And having a large dataset of social conversations and the ability to slice and dice the data to get to the roots of trends or brand shortcomings is indispensable in today’s business landscape.

B2C Firms Must Prepare As Consumer Buying Enters A New Era

Forrester's Customer Insights

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

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A Different Kind of Back to School Jitters for Parents and Kids

Maru/Matchbox

“Will my teacher be nice?” “Who Who will I hang out with?” “Are Are my clothes okay?” The start of school is always fraught with uncertainty, but this year’s back to school time is unlike any other.

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.

Banking Software Vendors Won’t Differentiate With Just Functionality For Long

Forrester's Customer Insights

A few days ago, Forrester published two Forrester Waves, one focusing on retail banking, the other on corporate banking. With these Forrester Waves, we separated off-the-shelf banking back ends for retail and corporate banking for the first time.

5 Ways SaaS Companies Can Drive Growth by Building Strong Customer Communities

SmartKarrot

For many SaaS companies, building a strong customer community has always been on the top of a to-do list. The task of establishing traction and creating an online customer community could be as overwhelming as it can get.

The Definitive Guide To Digital Health Experiences

Forrester's Customer Insights

As COVID-19 sparked a huge uptake of virtual care, what would have taken years of digital transformation happened in just a few short months.

SaaStr 2020: Top 10 SaaS and Customer Success Takeaways

SmartKarrot

SaaStr is the world’s largest community of SaaS founders and executives. They have conducted events annually since 2012. SaaStr 2020, however, has turned out to be different from all their previous events. SaaStr 2020 was cancelled because of the COVID-19 pandemic.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Is Your Content Helping Or Annoying Your Customer Success Team?

Forrester's Customer Insights

Data from the SiriusDecisions 2020 Customer-Facing Roles Survey indicates that the right content makes the difference in the ability of CSMs to meet customer expectations.

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Everything You Need to Know About the Oracle Cloud CX Virtual Summit on Intelligent Service in the Experience Economy

Smarter CX

Oracle is hosting the Oracle Cloud CX Virtual Summit on Thursday, September 17 from 9:00 AM to 10:45 AM PT. The virtual event is free to attend, with planned content including insights and real-life examples of how intelligent service helps you reimagine the customer experience. Register for the virtual summit here. Here’s everything you need to know about the Oracle Cloud CX Virtual Summit including information on: Featured speakers. Agenda highlights. Social media. Future summits.

Flexible market research services — which approach is right for you?

Qualtrics

If you’re looking to get started on a market research project in the coming months, you’ll need to start planning what services you need to bring in to support you. Here’s a quick guide to the different approaches you can take when bringing in an external vendor.