Totango
DECEMBER 1, 2021
When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.
NICE inContact
DECEMBER 1, 2021
The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate.
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ShepHyken
DECEMBER 1, 2021
In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?
PeopleMetrics
DECEMBER 1, 2021
This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.
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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.
West Monroe
DECEMBER 1, 2021
In a decade, or perhaps just a few years, those of us who made it through the pandemic and are still around will remember the leaders who stepped up, who got it right, and why.
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
DECEMBER 1, 2021
57% of shoppers will abandon the cart if they have to wait more than three seconds for a page to load. 38% of users say that they will exit a website if the content is not engaging or the layout is unattractive. There could be several reasons why users leave your website without making a purchase, signing up for your newsletter, and even sending a query.
West Monroe
DECEMBER 1, 2021
The rise of distributed energy resources (DERs) is an exciting and interesting opportunity for customers, and a challenge and opportunity for the utilities and the organizations that regulate them.
Zonka Feedback
DECEMBER 1, 2021
Remote working is on the rise. Especially since a couple of years, in the pandemic period, it has become a part of the lives of many, and most people are satisfied with it. Researches suggest that 77% of remote workers feel that they are more productive when working from home. The ability to connect and interact seamlessly with their peers and clients contributes to this feeling to a large extent.
BirdEye
DECEMBER 1, 2021
A whopping 67.5% of Americans don’t trust real estate agents according to a survey by Choice Home Warranty. Given the lack of trust home buyers have for agents, it’s not surprising that a study by ZipRealty found that 62% of home buyers choose a realtor based on online reviews and ratings. Just as the housing market dramatically shifted in the last year, the best methods for attracting new clients have changed significantly for real estate agents.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
West Monroe
DECEMBER 1, 2021
Shifts in global and local economies due to the Covid-19 pandemic and the discrepant, ever-changing national and local responses have rendered the rudimentary analytic models of many organizations useless, or worse—detrimental to the business.
dscout People Nerds
DECEMBER 1, 2021
A People Nerds original investigation uncovers how much time UXRs really “have” to conduct their work and what happens time runs short…or out.
West Monroe
DECEMBER 1, 2021
COVID-19, remote work, and a difficult 2020 caused us to lose focus at times. But becoming more attentive and effective in 2021 should be a realistic goal for us all.
mopinion
DECEMBER 1, 2021
Investments are booming in CX. Not only are more organisations investing in CX software for their business operations, but there’s a whole web of investments going on in the CX software market itself. In fact, Allied Market Research just released some figures on how the CX software market is performing. According to the report, ‘the […]. The post The Biggest Customer Experience (CX) Software Acquisitions in 2021 appeared first on Mopinion.
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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,
West Monroe
DECEMBER 1, 2021
Remote learning in the EdTech space is expanding at unprecedented levels. Here’s what we’ve seen based on our experience working with digital transformation.
Middlesex Consulting
DECEMBER 1, 2021
A recent Entytle report “Industrial OEM Priorities for 2022” indicated that the second highest priority for Industrial OEMs is selling to you installed base (aftermarket growth). If your business is like the 26% of respondents who gave that answer, then selling to your installed base should be job #1. And I am not talking about […]. The post Selling to Your Installed Base Should Be Top Priority for Every B2B OEM appeared first on Middlesex Consulting.
West Monroe
DECEMBER 1, 2021
Decarbonization efforts are underway for utilities. But a clean energy future will require commitment, continued innovation, and strong customer engagement.
Help Scout
DECEMBER 1, 2021
Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control.
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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?
West Monroe
DECEMBER 1, 2021
In the sky-high valuation environment that has defined the private equity market in recent years, the need to drive higher EBITDA returns is an imperative.
SAP Customer Experience
DECEMBER 1, 2021
To get support for the SAP Learning Hub or SAP Training Center you do not create a support incident in the SAP Launchpad. You can find support for both the SAP Training Center and SAP Learning hub at the bottom of their webpages by selecting the ‘Visit the Help Center’.
West Monroe
DECEMBER 1, 2021
Winning in the workplace is not about amassing a dream team comprised of star talent. It’s about taking the talent you have and enabling them to win.
ClientSuccess
DECEMBER 1, 2021
As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have. If a customer doesn’t trust a CSM, some specific details around how they’re feeling with the product, how the team uses the features, and more could be lost in the silence.
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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.
West Monroe
DECEMBER 1, 2021
Corrupted data is hindering manufacturers from gathering insights at a critical time. These actions can lead to a solution and brighter future.
MyCustomer
DECEMBER 1, 2021
FAs we’ve seen over the last several months, it only takes one small event to have a significant knock-on effect on supply chains. From. 1st Dec 2021. By Roger Beadle CEO.
West Monroe
DECEMBER 1, 2021
Chicago’s office has opened at limited capacity, and our office lead Tom Hulsebosch explains why the move was made and what the future holds.
Merkle
DECEMBER 1, 2021
In this third installment of our four-part series on the challenges of driving content with speed, scale, and agility – and new approaches to achieving that capability in today’s enterprise organizations – Adam Lavelle speaks with his dentsu colleague, James Thomas, about how their agency helped one global insurance brand build a more unified, modern, and simplified approach to their content supply chain.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
West Monroe
DECEMBER 1, 2021
Doug Laney sits down with West Monroe to discuss the importance of data and how organizations can accurately measure it to produce value.
C Space
DECEMBER 1, 2021
Toyota is Protoyping a City of the Future. Akio Toyoda, President, Toyota Motor Corporation. 3 Toyota’s Woven City, will be a living laboratory – a fully connected ecosystem powered by hydrogen fuel cells populated with residents and researchers who will test and develop technologies such as autonomy, robotics, personal mobility, smart homes and artificial intelligence in a real-world environment.
West Monroe
DECEMBER 1, 2021
Manufacturing was hit hard in 2020 but responded well, leaving the door open for a 2021 full of growth and transformation.
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