CSM Magazine
JANUARY 8, 2021
The COVID-19 pandemic has changed the way we live and work beyond measure. With social distancing and travel restrictions in place, organizations have been forced to look at different ways of operating their businesses. Work-from-home employees are the new normal. The customer service industry has been impacted by the move to remote working and this change is not without its challenges.
Beyond Philosophy
JANUARY 8, 2021
It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.
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ShepHyken
JANUARY 8, 2021
This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.
Heart of the Customer
JANUARY 8, 2021
As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. This is doubly true for the topic of journey mapping, since I contributed to one of the early books on the subject (Mapping Experiences by Jim Kalbach) and co-wrote a comprehensive guidebook (How Hard […].
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Centercode
JANUARY 8, 2021
We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief. It highlighted both the reliability of technology and its shortcomings. 2021 will be shaped by companies that have the best understanding of these nuances and the vision to act on them.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Eptica
JANUARY 8, 2021
Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021. Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect.
DemandJump
JANUARY 8, 2021
Digital marketing attribution has proven to be one of the most significant challenges facing marketers today. While marketers have no shortage of data to understand the impact and relevance of their many tactics, there hasn’t historically been an absolute gold standard for deciding which tactics get credit for conversions. Technology is making it easier to shift towards a multi touch attribution model.
SurveySensum
JANUARY 8, 2021
2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. It was exceptional in many aspects! A year in which we could experience the worst of humanity and also the best of it. As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience.
Strikedeck
JANUARY 8, 2021
Sarah talks about how investing more in the area of your company that is influencing the most growth will grow you business more productively.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Centercode
JANUARY 8, 2021
We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief. It highlighted both the reliability of technology and its shortcomings.
Optimove
JANUARY 8, 2021
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on how to draw a segmented campaign and a deep analysis on N Brown Group. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: How to Draw a Segmented Campaign. Download this free guide and start segmenting your customers like a pro!
Opinionator
JANUARY 8, 2021
The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably. Calculating the ROI of CX is usually measured as a ratio between net profit over a set period and the cost of the initial or recurring CX investment.
SurveySparrow
JANUARY 8, 2021
89%. That’s the percentage of HR leaders who agreed that ongoing check-ins and peer feedback are key aspects of organizational success. Yes, that’s how important it is to conduct regular employee performance reviews in your organization. Performance appraisal is the most valuable way to measure your employees’ performance accurately.
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Lithium
JANUARY 8, 2021
I’m the new Khoros Community Manager and I’m excited to be a part of such a vibrant and helpful community! April and May were filled with a lot of great conversations. Don’t miss the post about how to create exclusive groups in your Community. As usual, lots of things to learn and read from our contributors! We’d like to give a special thanks to our top Kudoed authors for April: , , and. , honored contributor, thank you for helping others with ten solutions in April!
Gainsight
JANUARY 8, 2021
Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer can often experience a disjointed. The company is unable to optimize or scale the customer and ultimately impacts customer retention. Such was the case for a Gainsight customer. . This specific customer is a large enterprise platform known for digital media and marketing solutions based in the cloud.
Lithium
JANUARY 8, 2021
The month of June brought interesting news and posts, as usual! In case you missed it, you can learn about the meaning of the various feeds on a Khoros Community, and read a recent post about 3 Reasons to Attend Khoros Engage this September. A big thank you to our top Kudoed authors for June: , , and. , Respected Contributor, thank you for sharing your thoughts and feedback. , Valued Contributor, we appreciate the resources and suggestions you posted!
Gainsight
JANUARY 8, 2021
Key Learnings and Successes with Gainsight’s PX & Adobe’s Audience Manager. Have you ever heard the saying, “There is no ‘I’ in team?” Companies with well-built solutions are discovering when they partner with equally good and complementary products; the results are outstanding. That happened when Adobe’s top-performing Product Adoption Team combined efforts using their Audience Manager with Gainsight’s PX solution.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Lithium
JANUARY 8, 2021
Thank you to everyone who participated in our Community in July! We saw great discussions and solutions such as How to add a button on a standard page? , How to change default FAQ text? , and Can you automatically apply a role to a member. Another great read last month was the blog 5 New Khoros Care Features You Won’t Want to Miss. Khoros Engage is officially next month.
Education Services Group
JANUARY 8, 2021
New Year’s Resolutions – either you love them or you hate them. But, if you’ve got a goal-setting mindset, they can be a useful tool. Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, it’s time to build your 2021 strategy. In the spirit of resolutions and leaving 2020 behind (we all know how we feel about that, right?
Lithium
JANUARY 8, 2021
The last two months came with big updates for Khoros. In August, Jack Blaha, Khoros’ new CEO introduced himself to the community and shared his plans for Khoros. In September, we celebrated the community’s 11th anniversary and unveiled our new name, Atlas , during Engage. Speaking of Engage , we also shared two recaps that you can read here and here.
Optimove
JANUARY 8, 2021
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on how to draw a segmented campaign and a deep analysis on N Brown Group. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: How to Draw a Segmented Campaign. 7 CRM COMMANDMENTS: N BROWN GROUP.
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.
Lithium
JANUARY 8, 2021
We’re back with a new Community Highlights for October. Let’s jump right in, shall we? We’re proud to share that Khoros was a strong performer in The Forrester Wave TM : Social Suites, Q4 2019! Read 's article to learn more about The Forrester Wave TM : and key takeaways from the report. October was filled with a lot of great discussions like 's topic about the great badge debate and 's topic about the new way spammers are getting past the automatic spam system.
NobelBiz
JANUARY 8, 2021
Chatbots are presented as real solutions to improve customer experience in call centers. This is why, they offer concrete answers to real problems for both agents and customers. Then, what are the stakes of this form of artificial intelligence and its assets? And what are the rules of implementing such technology? The post The Art of Implementing a Chatbot Within Your Call Center appeared first on NobelBiz®.
Lithium
JANUARY 8, 2021
Happy holiday’s to those who celebrate! November was full of engaging discussions and helpful solutions like 's What permissions allow viewing the company key? , 's How can I track the number of unanswered posts over time? , and 's How much members use search. Also, if you have a TKB you’re proud of, share it with in Show me your best knowledge base article ( shared a great example)!
Forrester's Customer Insights
JANUARY 8, 2021
Decision-makers cast a widening net for insights into their customers and operations: 85% of decision-makers prioritize the use of data insights, incorporating quantitative information into the decision-making process. And their demands have become more sophisticated – not just historical views of performance but actionable insights to guide decisions.
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Lithium
JANUARY 8, 2021
Happy New Year everyone! We hope you had a relaxing holiday break! We’re feeling refreshed and excited to get back into the swing of things. Thank you for spending another trip around the sun with us, we value your participation and feedback and hope this year Atlas is more insightful and rewarding than ever before. There were two great discussions about best practices in December that we wanted to highlight; one by about member and content retirement and the other by about moderation boards.
Forrester's Customer Insights
JANUARY 8, 2021
Coming off of a year like 2020 makes analysts and futurists reluctant to make any kind of predictions going forward! When I published the “What I See Coming For The Channel 2020” I totally missed the pandemic, social unrest and pandemonium, and even murder hornets somewhere in the middle. That being said, many of the […].
Lithium
JANUARY 8, 2021
January got off to a fast start, and that, unfortunately, included an attack on the Khoros Marketing Platform. For those affected, we truly appreciate your patience and feedback as we worked through the week to resolve this. As Khoros CEO Jack Blaha mentioned in a previous communication , we take the trust of our customers very seriously and we put your success first, always.
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