InMoment XI
OCTOBER 26, 2021
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! While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.
Steve DiGioia
OCTOBER 26, 2021
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. There is mutual agreement of cooperation on both sides created by the efforts of each. A business can and will dictate work rules and responsibilities.
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NICE inContact
OCTOBER 26, 2021
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. According to Gartner’s 2020 CEO Survey, 80% of businesses plan to increase their spending on digital technology.
Alida
OCTOBER 26, 2021
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). New product features include AI-driven text analytics and dashboards, improvement to administrative tasks for Alida Touchpoint users, and easier integration into 100s of third-party customer systems.
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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.
The DiJulius Group
OCTOBER 26, 2021
It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming unruly, disrespectful, displaying both verbal and physical abuse in certain industries such as airlines, hotels, and restaurants. First off, I want to be clear, ANY type of abuse towards employees is totally unacceptable and should. Read Full Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ChurnZero
OCTOBER 26, 2021
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. Winning SaaS platforms included ChurnZero, Hopin, Intercom, CallRail, and Chargify.
Vanilla Forums
OCTOBER 26, 2021
Each year, it’s a privilege to be able to recognize organizations for their innovation, persistence, and planning during the. Super Forum awards. We asked people to share about everything, from spotlighting their MVPs and Rookies of the Year to their jaw-dropping designs and outstanding launches, and we received so many great nominations! We wish we could award each and every submission, but we had to limit ourselves to just 23 winners across these 11 categories: 3, 2, 1…Liftoff!
SurveyGizmo
OCTOBER 26, 2021
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. Most survey solutions will help you with a simple poll of how people feel or help you build a form to find out what people want to eat. But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer.
Advantage Communications
OCTOBER 26, 2021
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.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ChurnZero
OCTOBER 26, 2021
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. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy.
Totango
OCTOBER 26, 2021
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. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.
ShepHyken
OCTOBER 26, 2021
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. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.
Totango
OCTOBER 26, 2021
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. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.
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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,
dscout People Nerds
OCTOBER 26, 2021
Research Lead Rosalind Koff shares her strategies for mixing methods and a template to keep your projects on track.
Integrity Solutions
OCTOBER 26, 2021
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? In the face of competing business priorities, increased workloads and broader responsibilities, every leader is feeling the pressure.
Totango
OCTOBER 26, 2021
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. You need a more complete view of your customer for success management. Here we’ll look at what NPS score tells you and what its limitations are.
inSided
OCTOBER 26, 2021
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." If you still want to submit your own CS or community horror story, do so here.
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.
SAP Customer Experience
OCTOBER 26, 2021
Streaming services have seen major growth during COVID-19 as lockdown regulations encouraged people to stay indoors, shifting consumer behavior. How can streaming services remain relevant after the pandemic? Results from a survey show that customer experience is key. Erik Vogel, Qualtrics, and Richard Whittington, SAP discuss more findings on the.
Optimove
OCTOBER 26, 2021
Schedule a demo RIGHT HERE at SBC. See what Optimove can do for you. Ready to scale your CRM Marketing? Optimove helps high-velocity, promotional, data-centric brands scale CRM Marketing, intelligently: Easily access your unified customer data and leverage advanced AI and ML that surfaces valuable engagement opportunities. Continuously optimize your campaigns and journeys by leveraging self-optimizing algorithms and one-click recommendations.
ChurnZero
OCTOBER 26, 2021
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. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy.
Magellan Solutions
OCTOBER 26, 2021
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. Application design, development and maintenance. Cloud and networks management.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Stella Connect
OCTOBER 26, 2021
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. QA reviewers scratch the surface of team performance, but with so many interactions and so little time, aren’t able to dive deeper.
Gainsight
OCTOBER 26, 2021
An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience. Gainsight administrators play a crucial role in Customer Success Operations (CS Ops) by ensuring that customer success managers (CSMs) have all the tools and information they need to optimize the customer experience. Admins are not only responsible for flipping the switches in Gainsight software but also for determining how the software should be configured to help CS Op
CSM Magazine
OCTOBER 26, 2021
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. Over 19,000 organisations have been entered by their employees into the WorkL Workplace Awards, spanning across 26 industry sectors.
CustomerSuccessBox
OCTOBER 26, 2021
The Customer Success Operations (CS Ops) role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. However, it can be a daunting task, especially if you’re just getting started. CS teams are expanding and new roles are emerging. Since CS is maturing as a specialty, roles (specifically) like Customer Success Operations (CS Ops) are gaining upper hand.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
NobelBiz
OCTOBER 26, 2021
There is no such a thing as a perfect coaching! Regardless of the nature of contact center campaigns, all agents must go through a training and adaptation phase in order to become acquainted with the products or service they will offer. But this method of training is not enough. New agents will deal with stress, angry clients and difficult situations.
CSM Magazine
OCTOBER 26, 2021
Being your own boss can be a satisfying and rewarding experience, yet independent contractors still have to contend with their fair share of challenges from day to day. Keeping customers happy is arguably at the top of the list of priorities, and when you work for yourself you cannot offload customer service responsibilities to anyone else. With that in mind, here are six ways to ensure your customers and clients are well supported even if you have no one else to rely on for backup.
Clarivate
OCTOBER 26, 2021
IP strategy is intrinsically linked to business strategy. Likewise, while intangible, IP assets – including patents and trademarks – are indispensable business assets. With so much time, effort and investment required in developing valuable IP, it is vital to make sure these rights are in the safest possible hands for their maintenance and protection.
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