Tue.Aug 16, 2022

Why a Strong Company Culture Is Your Secret Weapon

Alida

Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start? Thought Leadership

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service

TechSee

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.

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Five Best Customer Retention Software Solutions for Customer Success

Totango

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

COPC

Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective.

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Tips for Succeeding in Online Reputation Management for Hotels

ReviewTrackers

ReviewTrackers

Hotels 107

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3 Trends Currently Shaping the Digital Health Industry

Helpware

The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry.

Aldi leads the chart as cheapest shopping choice

Helen Dewdney

For the second month running, Which? has found Aldi to be the cheapest supermarket. It looked at 47 different items including using comparable own brand labels. Published 15/08/22). Source Which? Which? findings.

6 B2B communication best practices to increase engagement

Beyond the Arc

There’s an old adage: People do business with people they like. That centers on how the business communicates. Effective communications help build trust and confidence about a company. Yet all too often, B2B content misses the mark, sounding more like it’s coming from a building, instead of people.

Amazing Business Radio: Seth Dobrin

Shep Hyken

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Forrester To Launch The Frontline Service Worker Automation Series

Forrester Digital Transformation

We published our report “Automation Can Solve The Service Worker Shortage,” in May 2022. This research defined eleven categories of automation that will most effect front-line service workers. We then ranked the categories based on likely adoption and how ready the required technology is.

New Job in Naples? Here’s What You Need to Know About Moving There

CSM Magazine

If you’ve recently got a new job in Naples and are planning to move there, you’re probably feeling excited and perhaps a little daunted at the prospect. It can be tough to start a new career in a brand new place but don’t worry too much, your future is brimming with opportunity.

This Back-To-School Season, Learn To Evolve Your Loyalty Strategy

Forrester Digital Transformation

Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Loyalty marketers, you might consider joining them!

6 Steps You Need to Take To Start a YouTube Channel

CSM Magazine

Creating and maintaining a YouTube channel can be time-consuming, but it can also lead to new opportunities and connections. If you have a subject that you’re passionate about and are willing to commit energy to, starting a YouTube channel might be the right move for you.

Video 52

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The Boardroom’s Brave New Voices and What They’re Saying

inQuba

It’s business unusual, but multi-disciplinary teams are solving today’s biggest challenges. Whether consumers changed the business environment or the environment altered the customers, business leaders will agree that transformation is today’s survival imperative.

National Express Improves Security and Flexibility With 8×8 and PCI Pal

CSM Magazine

The implementation includes 8×8 Secure Pay , an essential XCaaS component powered by PCI Pal , which provides an important layer of security and compliance for credit card payments over the phone.

How Shifting Global Sampling Trends Impact Your Market Research Strategies

2020 Research

Globalization and technology opened up a new world of possibilities for consumers to have their needs met, which requires attention and adaptability from companies and marketers alike. It’s visible throughout the sample industry.

Jotform Pricing: Is It Better and Worthy?

SurveySparrow

Online survey tools like Jotform have become the most necessary attribute of the contemporary digital world. It allows you to get precise results based on your target audience’s responses.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

Cloud-based medical imaging reconstruction using deep neural networks

AWS Machine Learning

Medical imaging techniques like computed tomography (CT), magnetic resonance imaging (MRI), medical x-ray imaging, ultrasound imaging, and others are commonly used by doctors for various reasons.

SAP MaxAttention Innovation Workshop ‘RISE with SAP – Business Transformation as a Service’ (Virtual, September 06-07, 2022)

SAP Customer Experience

Virtual September 06-07, 2022 Agenda Dear Valued Customer, On September 6 – 7, 2022 we will host a virtual SAP MaxAttention Innovation Workshop focusing on ‘RISE with SAP – Business Transformation as a Service’. Please find the current agenda here. In this blog post you will learn more about the.

Announcing the launch of the model copy feature for Amazon Rekognition Custom Labels

AWS Machine Learning

Amazon Rekognition Custom Labels is a fully managed computer vision service that allows developers to build custom models to classify and identify objects in images that are specific and unique to your business.

Thematic's favorite brands

Thematic

At a recent Friday team session, Thematic delved into our customers' world by doing a brand survey. Our Friday sessions are less serious, with more emphasis on team-building and creativity. For each brand, we gave a score (1-5) and a reason for the score.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Three tips to better mitigate risk and ensure successful brand launches [for IP professionals]

Clarivate

Trademark research and risk assessment are essential to successfully launch a new brand. When IP professionals provide fast and accurate answers to critical launch questions, they not only help brand owners make more confident business decisions, but they also become invaluable strategic partners.

[Podcast] Becoming a Leader of Organizational Change

Lithium

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast by Khoros. We are thrilled to be joined by Khoros’ Director of Change Management, Ramona Maher ( ). Change is inevitable, but the way you approach and plan for it can make or break your success.

Top 11 Customer Success Podcasts You Must Follow in 2022

CustomerSuccessBox

The customer Success (CS) industry has grown exponentially in the last couple of years. People are curious to understand the concept much deeper now. A fantastic approach to discovering the key players in the customer success industry and what they’re up to is through podcasts.

The Imperative of Green CX

SAP Customer Experience

Chances are, you have not heard about Green CX – but you have heard about Sustainability, and of course the Intelligent Sustainable Enterprise. To date, enterprise software focused on sustainability has fallen into two categories: Reporting on sustainability goals and KPI’s as per ESG requirements Innovation to deliver sustainable offers. Sustainability greencx Customer Experience

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.