Tue.Oct 26, 2021

3 Elements to Consider When Selling CX to Your Boardroom

InMoment XI

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization!

Report 345

3 tips for successful customer data management

NICE inContact

Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey.

Tips 238
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Fall ‘21 Product Release—Deeper AI, Analytics, and CXM Integrations

Alida

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX).

Uniphore Announces “Uniphore Unite” Partner Program to Accelerate Global AI and Automation Innovation

Uniphore

New Program Provides Foundation to Support Large-Scale Enterprise Digital Transformation Efforts with Leading Conversational Automation Solutions PALO ALTO, Calif., October 26, 2021 [8AM EST, 5 AM PST] — Uniphore , the leader in Conversational Automation, today announced?its

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Job Seekers Must Remember This – Tip #35

Steve DiGioia

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them.

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More Trending

Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

NPS 92

How to Deliver Great SaaS Customer Support: Tips and Examples

Help Scout

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well. Read the full article

SBC Request Demo

Optimove

Schedule a demo RIGHT HERE at SBC. See what Optimove can do for you. Ready to scale your CRM Marketing?

Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

NPS 81

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

ChurnZero Named Overall SaaS Category Winner in 2021 APPEALIE Awards

ChurnZero

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes.

Meet the Super Forum 2021 Award Winners!

Vanilla Forums

Each year, it’s a privilege to be able to recognize organizations for their innovation, persistence, and planning during the. Super Forum awards.

The Top 5 Survey Solutions for Enterprises

SurveyGizmo

Finding the right survey solution for your enterprise is as much about knowing what you want to do with surveys as understanding how to navigate your internal approval processes.

The Importance of Customer Success Segmentation

ChurnZero

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business.

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.

4 Ways Improved Customer Satisfaction can Drive Business Growth

Advantage Communications

Research shows that “ 93 percent of customers are likely to make repeat purchases from companies who offer excellent customer service.” There’s no doubt about it, customer service is a huge part of customer satisfaction and loyalty. Customer Service Trends

Why NPS Scoring Isn’t Enough For Customer Success

Totango

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

NPS 62

Amazing Business Radio: Dan Balcauski

Shep Hyken

Customer First, Business Second. Defining Success from the Customer’s Perspective. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products.

B2B 59

Why Your Company’s Coaching Efforts Are Failing

Integrity Solutions

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing?

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Bringing Quant to a Qual Party

dscout People Nerds

Research Lead Rosalind Koff shares her strategies for mixing methods and a template to keep your projects on track

Oct 26 – Customer Success Jobs

SmartKarrot

Role: Vice President, Customer Success Location: McLean, VA, US Organization: insightsoftware As a Vice President of Customer Success, you will own a Customer Experience strategy, to include presales, onboarding, services, support, and technical account management.

Customer horror stories: Account status – Unknown

inSided

Today's inSi-DED story brings you a tale without context. Literally. If you're a Renewals Manager, you might want to skip this one. ?? Our thoughts go out to Jeremy Donaldson at NTT , who in this particular story was " as green in my career as spring leaves are on a tree."

Outsourced Technical Support For SMEs Pros And Cons

Magellan Solutions

These are the pros and cons of outsourced technical support that you should know. In the modern business landscape, outsourced technical support is a necessity. Nowadays, IT outsourcing often involves the following: Software development, . Remote e-commerce processes. Data management.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Q&A With Customer Success Collective: Parallels between the customer success industry and the Covid-19 vaccine

UserIQ

We recently participated in Customer Success Collective's virtual event, CS Festival. CS Technology & Trends CS Careers & Leadership

The #1 Thing Your Call Center Performance Management Program Is Missing

Stella Connect

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues.

A Day in the Life: 3 Gainsight Admins Give A Glimpse Into Their Role

Gainsight

An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience.

Happiness Matters: PCI Pal Shortlisted for WorkL Workplace of the Year Awards 2021

CSM Magazine

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in WorkL Workplace of the Year Awards 2021, supported by The Telegraph, which acknowledges businesses with high employee engagement.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!