Mon.Mar 01, 2021

Customer Data Platform: Hype Vs. Honesty

Fox Metrics

What do you think happens when millions of customers shop daily? It creates enormous amounts of data. We get different data types like a customer’s transactional data, their behavioral data, and other related information.

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How business process outsourcing can solve the challenges your business is wrestling with

NICE inContact

NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users.


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Stepping up your organization’s CX Maturity: 4 takeaways from our CX leader roundtable


Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization. Articles


ROI and the Secure Customer Index (SCI)

Horizon CX

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

5 Technologies that help your Customer Service Team drive more Sales


“Do you want to SuperSize that?” ” and “Do you want fries with that?” ” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there.

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5 Top Customer Service Articles For the Week of March 1, 2021


Each week I read a number of 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.

Disaster Fallout in Texas a Somber Reminder of Much-Needed Grid Innovations


Parents burning their children’s toys for warmth, icicles on ceiling fans, and people bundled up with every piece of clothing they have: the images from my home state of Texas this past week have been downright shocking.

Keeping Kids Safe Through 24/7 Community Engagement with Bold360


As part of LogMeIn’s broader Corporate Social Responsibility program, Mission Possible , and in an effort to give back, Bold360 powers up a chatbot to help the non-profit Safe Kids Israel provide around-the-clock digital engagement with the community to promote child safety.

3 tips on how to streamline your customer service to improve customer experience


Deliver Exceptional Support on Any Channel Talkdesk offers comprehensive contact center functionality for the Salesforce experience. With the industry’s deepest integration, you can deliver a personalized engagement on any channel any time, anywhere.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

CCM Trend: 'Digital First' Customer Experience


In 2020, the COVID-19 pandemic accelerated many companies’ digital transformation initiatives.

What Are The Benefits of Choosing Cloud Contact Center Solutions?


Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance. The post What Are The Benefits of Choosing Cloud Contact Center Solutions?

Video: Uplight’s Non-residential Solutions


Business customers make up two-thirds of a utility’s load and revenue, but serving this diverse group or customers can be challenging. First, business energy needs can vary widely–even if they are the same type of business. And the business data that is available often needs a refresh.

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What Countries are the Biggest WhatsApp Users in 2021? | Conversocial


Imagine a free messaging app so popular that, when the government planned to tax it, thousands of people took to the streets in protest. Customer Service Messaging Channels Bots and Automation Best Practices

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How to Navigate Salesforce for Customer Success

CSM Practice

Business prospers by setting goals and striving hard to achieve targets in order to get more customers. However, as companies attract more customers, maintaining relationships with customers becomes more challenging.

Why Manila is Preferred for Call Center Outsourcing Vendors

Magellan Solutions

Philippine companies for 2021 call center outsourcing market. The BPO industry in the country has expanded over the years. You no longer have to worry about fully giving up control of your projects. Instead, you could take advantage of outsourcing for your company.

What Is Trucking Factoring and How Can It Help Your Business Thrive

CSM Magazine

Entrepreneurship is no easy task. Depending on the nature of your business, you are guaranteed to experience various challenges as you try to keep your doors open. To be able to counter any hurdles you might face, you need to maintain a steady cash flow.

Change the Game in 5 Minutes: How Jamf Scaled to 20M users in 2020 While Maintaining Retention and Health Scores!


Welcome to our Change the Game in 5 Minutes Series. Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. We wanted Sam and Ben to share their insights on driving scale and how they think about renewals.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Connected Cars: How Their Evolution Impacts Consumers & Businesses


Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Connected Cars: How Their Evolution Impacts Consumers & Businesses. Connected cars keep getting more advanced and less exclusive.

5 Things I Learned from 200+ CS Career Coaching Conversations In 2020


One of the best parts of my job is my involvement in the exploding career of Customer Success. I’ve seen people enter the field, move up and thrive. I’ve noticed as Customer Success became the 6th-most-promising career in the world , according to LinkedIn. I’ve watched CCOs turn into CEOs.

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6 Essential Things an Employer Should Include in an Employment Contract

CSM Magazine

One of the most important things to think about when developing your own business is the employees you have around you. Your workforce will very much dictate how your business expands and succeeds, as they are the very core of the company.

3 Ways Contact Centers Can Deliver on Digital Expectations

Think Customers

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

3 Ways Azure Can Improve Your Customer Service Instantly

CSM Magazine

In today’s world business moves ever faster and competition has never been more fierce. Customers expect instant responses , 24/7.

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4 Equally Important Call Center Services Questions You Have to Always Ask

Magellan Solutions

It turns out… Call centers are not telling you everything you need to know about them. And the only way to know these “secrets” they are keeping from you is to ask them directly about it.

CRM Hack: Campaign Prioritization


Picture this. It’s your customer’s birthday, your new, long-awaited collection is about to launch, and your customer just logged in to your site after being absent for a while.

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5 Female CX and Technology Pioneers to Follow in 2021

Smarter CX

In celebration of Women’s History Month, we’re highlighting some of the top female pioneers in customer experience (CX). Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences adapting to today’s fast-changing landscape.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!