Mon.Jan 10, 2022

When It All Comes Down to Business, It’s “People First”

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people.

Using Holistic Listening to Retain Employees—and Customers

InMoment XI

It’s popular to believe that COVID-19 created the unprecedented employee exodus we’ve all come to know as The Great Resignation.


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Property Management Solutions: Visual Assistance Helps Homeowners And Tenants


Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3%

Chief Marketing Officers Need to Adapt or Risk becoming Extinct

The DiJulius Group

In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

October 2022


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5 Top Customer Service Articles of the Week 1-10-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall.

CCM Strategies That Prioritize Customers & Customer Journeys


While developments in customer communication management (CCM) software have been impressive to date, the core focus of CCM should always be to optimize the customer journey.

8 SaaS Onboarding Best Practices


SaaS customer onboarding makes or breaks your customer retention. Your onboarding process is a learn-or-churn, adopt-or-get-dropped situation. It has a long-lasting impact on your customer and deep ties to their likelihood to churn.

Learnings from SECC Research: How to Better Engage Landlords


Landlords have a big role in energy management, and can either ignore it altogether or make upgrades that will reduce both energy usage and tenant energy bills. The Smart Energy Consumer Collaborative recently interviewed landlords.

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Next Fiori Makers Call – January 25th 2022: B/S/H – Strategic Re-Design of Talent Development Application

SAP Customer Experience

In the next SAP Fiori Makers call our customer B/S/H will showcase the SAP Fiori application they have built for their re-design of talent development.

Guest Post: How to Coach Your Contact Centre Teams to Drive High Performance

Stella Connect

Want to increase your contact centre team’s performance? Managers with high-performing teams use coaching approaches that their teams simply enjoy. In this guide we’ll share simple coaching best practices that will boost your team’s performance, especially after the holiday season.

Consumer Obsession: The Powerhouse Behind Banks’ New Role in Society

CSM Magazine

The past 18 months have illustrated consumers’ urgent need for financial flexibility and when they’re the ones dictating terms, you listen. Choosing not to could spell extinction for banks. Mambu’s Eelco-Jan Boonstra, explains.

Comment Luminus révolutionne le marché de l'énergie grâce à Hello Customer

Hello Customer

Luminus, qui fait partie du groupe EDF, est le deuxième plus grand fournisseur d'énergie sur le marché belge.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

SAP MaxAttention Innovation Workshop "How to create Digital Workplace Experience for the New World of Work", February 8-9, 2022

SAP Customer Experience

Virtual February 8-9, 2022 Agenda Dear Valued Customer, We are pleased to invite you to the SAP MaxAttention Innovation Workshop focusing on “How to create Digital Workplace Experience for the New World of Work” taking place virtually on February 8-9, 2022. Please find the current agenda for the workshop here. Customer Experience digitalworkplacexperience SAPInnovationWorkshop SAPMaxAttention SAPMaxAttentionInnovationWorkshop Customer Involvement Support Services

Customer Success Manager (CSM): Responsibilities, Compensation and salary trends in 2022


Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Your ultimate end goal will be retaining clients.

The Art of Delivering Great Customer Experience on a Budget


No business can ever survive without providing a positive customer experience. But what happens when you have a limited budget due to poor sales, increased expenses, etc. The first thing that businesses try to tighten their purse strings on during such situations is marketing and customer experience.

Understand Processing Gravity To Optimize Your AI Architecture Design

Forrester's Customer Insights

The era of AI is coming, and AI applications are sprouting everywhere — from AI applications that are already widely embedded in enterprise business scenarios to massive models containing trillions of parameters that are ready to solve complex problems.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

A CSM’s Guide to Customer Success Stories


Everyone loves a good story with a happy ending. That’s why as a customer success manager, your best achievement could be the list of customer success stories you’ve managed to compile.

Explore The CDP Vendor Landscape In Asia Pacific

Forrester's Customer Insights

Customer data platforms (CDPs) are among marketers’ top marketing technology (martech) priorities in Asia Pacific (APAC).

Gainsight Acquires inSided: The Past, Present, and Future of Customer Success Is Community


TL; DR (Too Long; Didn’t Read): Gainsight acquired SaaS Community Software leader inSided! For the mundane version of this news, click here. And to see a video of Robin van Lieshout (CEO of inSided ) and me sharing the news, with a bit of rapping embedded, click here.

Cancel Culture: Confusing, Complex, And Contentious

Forrester's Customer Insights

Canceling A Brand Is Personal A combination of hot takes, social media, and divisive partisanship has proliferated cancel culture across society. Now, anyone and anything can be on trial for “cancellation” in the court of public opinion.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

InSided joins the Gainsight team – CEO, Robin van Lieshout, shares how it all came together


We’ve just announced that Customer Success software giant Gainsight has acquired 100% of the shares of inSided, a truly proud moment for me and the team. In this blog post, I’ll give some honest and open perspectives on how this all came together

PPT Solutions Announces Kimberly Rodill as Senior Vice President of Human Resources and Compliance

ppt solutions

TULSA, OKLAHOMA, JANUARY 10, 2022 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the appointment of Kimberly Rodill as senior vice president of human resources and compliance.

Gainsight completes acquisition of inSided


Amsterdam — January 10, 2022 — Gainsight, the Customer Success company, today announced it has completed its acquisition of the leading Customer Success Community Platform inSided. Press Release

Jan 10 – Customer Success Jobs


Role: Customer Success Director Location: Austin, TX, US (On-site) Organization: Cognite As a Customer Success Director, you will be responsible for managing the relationship with Cognite customers. Developing a trusted advisor relationship with key stakeholders and executive sponsors.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.