Think Customers
OCTOBER 28, 2020
It turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of change into a few months. For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information.
CX Accelerator
OCTOBER 28, 2020
Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?
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TechSee
OCTOBER 28, 2020
Using a Capability Maturity Model for remote support can provide valuable information both about what may be missing in your current level of adoption, but also introduce the concepts necessary to take it to the next level. You can access a detailed, comprehensive maturity model for remote support , or read on for some examples. In the current environment where safety is paramount, social distancing is the norm, and every expense is scrutinized, remote support has moved from a nice-to-have tool
CX Accelerator
OCTOBER 28, 2020
Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?
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.
ShepHyken
OCTOBER 28, 2020
The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. People were scared to use the L-word in business. Some still are.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Zonka Feedback
OCTOBER 28, 2020
Customer Satisfaction is the lifeline for the growth of any business. Without it, a business cannot not even survive for long, forget about growing and attaining good success. Happy and satisfied customers are the biggest promoters for any business.
kommunicate
OCTOBER 28, 2020
Chatbots, a smart asynchronous means of communication, powered by AI has seen a high acceptance and penetration during the last few months. A number of industries started to believe they can be a great help for their business and can support when they are focussed on fixing a number of other issues.A number of such [.]. The post COVID-19: Driving Growth of Chatbots in The Healthcare Industry appeared first on Kommunicate Blog.
Talkdesk
OCTOBER 28, 2020
With all the bad 2020 brought, people also found the good. And the people working in contact centers—despite being hit hard by change, stress and frustration—rededicated themselves to customer service in such an inspirational way. At Talkdesk, we witnessed some of these contact centers not just survive—but thrive. This renewed energy and passion informed our CX Transformation Roadmap , which outlines five progressive stages for building resilient cloud contact centers.
Forrester's Customer Insights
OCTOBER 28, 2020
In 2021, Forrester predicts 30% of blockchain projects will make it into production with the majority of those run on enterprise platforms. Find out more in our 2021 blockchain predictions.
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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
OCTOBER 28, 2020
For nearly two decades, Centercode has provided leading platform and managed service customer testing solutions that help companies turn good technology into great products. A new study revealed that organizations leveraging Centercode saw a 646% return on investment (ROI) from customer testing over three years.
Zonka Feedback
OCTOBER 28, 2020
Customer Satisfaction is the lifeline for the growth of any business. Without it, a business cannot not even survive for long, forget about growing and attaining good success. Happy and satisfied customers are the biggest promoters for any business.
Kustomer
OCTOBER 28, 2020
So, you think you’re ready to invest in conversational automation, but you want to avoid the hype and nonsense? Great, then we are here to help! Keep these seven points top-of-mind as you build out your chatbot program, and you’re sure to see value in no time. 1. Understand Your Metrics. “Containment rate” (the percentage of total conversations fully handled by the bot), or its alternative name, “deflection rate”, is a key metric to track when trying to figure out how well your bot is performing
Maru Group
OCTOBER 28, 2020
It may be obvious to say: telehealth is on the rise. In our current COVID pandemic, our research shows that use of telehealth platforms has risen to four times what it was in 2019. Pundits and experts have written extensively about the current state of the category, but we have been curious about where telehealth is going. In short, what do platforms, marketers, and providers need to know about and consider as telehealth undergoes such rapid category maturation?
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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.
PK
OCTOBER 28, 2020
We all have at least one streaming service subscription we peruse on a regular basis, scrolling to find that next series to binge-watch after a long day at work. But […]. The post How brands are driving personalization across streaming platforms appeared first on PK.
Blueshift
OCTOBER 28, 2020
Data has officially surpassed oil as the world’s most valuable resource. But, not all customer data was created equal — 42% of marketers still consider 3rd party data effective, new regulations under GDPR, and deprecations by players like Google have made the use of this data risky business. Many have overlooked their first-party data (which […].
CSM Magazine
OCTOBER 28, 2020
Starting your own business can be a very good idea today, even if it requires a lot of effort, energy, and investment. Doing business in another country is yet another challenge to take that, however, has a great payoff. The internationalization of business is now considered one of the crucial and nearly mandatory points of the entrepreneurs’ work. With many businessmen and businesswomen following this notion , it can be said that such a venture is more than possible.
The DiJulius Group
OCTOBER 28, 2020
Highlights from Week 4 of The 2020 Customer Service Revolution Week 4 of the 2020 Customer Service Revolution was another incredible week with an amazing group of presenters sharing their expertise. Here were just a few of the takeaways shared: Dave Horsager – How Top Leaders and Organizations Drive Business Results through Trust “Loved it! Read Full Article.
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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,
Kustomer
OCTOBER 28, 2020
So, you think you’re ready to invest in conversational automation, but you want to avoid the hype and nonsense? Great, then we are here to help! Keep these seven points top-of-mind as you build out your chatbot program, and you’re sure to see value in no time. 1. Understand Your Metrics. “Containment rate” (the percentage of total conversations fully handled by the bot), or its alternative name, “deflection rate”, is a key metric to track when trying to figure out how well your bot is performing
The DiJulius Group
OCTOBER 28, 2020
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 2 of The Customer Service Revolution Conference, featuring Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius. You will learn: A recession is a horrible thing to waste. It’s like.
Forrester's Customer Insights
OCTOBER 28, 2020
Agencies in 2021 will begin to resemble software companies, offering combinations of creative and media products bundled with the services to manage them. Read our predictions for agencies in 2021.
PeopleMetrics
OCTOBER 28, 2020
What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? In this edition of PeopleMetrics LIVE!
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.
Education Services Group
OCTOBER 28, 2020
Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. The focal point of the Quarterly Business Review , commonly known as a QBR, revolves around the business of your customers, on what can be done to scale the growth of their business.
PeopleMetrics
OCTOBER 28, 2020
What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? In this edition of PeopleMetrics LIVE!
Team Support
OCTOBER 28, 2020
This article is replicated from the November 6, 2020 special issue featuring TeamSupport as one of the Most Promising CRM Solution Providers 2020. It is an absolute no-brainer that COVID has impacted us all. Most businesses have adopted remote work, and in some cases, have sent thousands of employees home. While remote work is nothing new, there is no doubt many businesses have hung on to the office setting a little too long.
Forrester's Customer Insights
OCTOBER 28, 2020
In 2021, demand for IoT devices and services will be driven by a variety of technology applications. Find out what Forrester predicts for IoT in the coming year.
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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.
CSM Magazine
OCTOBER 28, 2020
Companies that lead in customer experience outperform those who don’t by an impressive 80%, while 84% of companies that make efforts to improve their customer experience enjoy a significant increase in their revenue. In the era of ubiquitous connectivity, customers are more spoiled for choice than ever, with an eager competitor ready to fill the gap left behind by lax organisations, at just a click of a button.
Optimove
OCTOBER 28, 2020
The coming holiday+shopping season is about to suffer from more stress on delivery services than perhaps ever in the history of online commerce. In part one, we explained the situation in detail and provided some added context and stats to increase your anxiety sense of urgency regarding this matter. We also broke down one main way to try and mitigate this upcoming chaos by encouraging early purchases.
CSM Magazine
OCTOBER 28, 2020
API ( Application Programming Interface ) is considered an integral part of website and mobile app development. It allows the website to cooperate with the other websites or applications and therefore provides a greater user experience. The API enables a mobile application to exchange data easily with other apps or platforms. This way, it boosts usability without directly involving the developers.
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