Thu.Apr 15, 2021

What Now? 3 Steps for Taking a Post-COVID Approach to FSI Customer Engagement


Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities.

Telling Your Story


The post Telling Your Story appeared first on Storyminers. Podcasts


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4 Simple Reasons Why You Need Online Chat on Your Website


Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place.

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How Technology Can Help Humanize Customer Support

Team Support

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company.

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.

How Apple Business Chat Can Boost Your CX


Despite Android enjoying a larger share of users around the world, no smartphone manufacturer dominates the market like Apple. CEO Tim Cook recently announced that there are more than 1bn iPhones currently in use globally.

More Trending

Boosting Adoption, Retention, and Expansion with a Single Platform

Vanilla Forums

In an “X as a service” world, technology companies are heavily investing in customer success teams, who are chartered with increasing customer adoption of technology, improving retention rates on subscription contracts, and expanding wallet share.

Customer Service Outsourcing: Is It Important For SMEs?

Magellan Solutions

The Importance of Customer Service Outsourcing for SMEs. There are a lot of advantages when going for customer service outsourcing. Several big corporations rely a lot on BPO companies. They made a great fortune out of the contact support service.

What is co-browsing?

ViiBE Blog

Co-browsing is a recent technology that allows a customer visiting a web page to share their screen in real time with a customer service representative. Co-browsing allows the representative to follow along with the customer as they navigate the website.

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Thank You Coronavirus Helpers! Some Heroes Don’t Wear Capes.


Are you tired of all the negative stories from the Covid-19 pandemic? If so, we understand! . In 2020, Covid-19 brought the world to a screeching stop. Cities that never slept before were now bearing witness to deserted streets and parks!

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!

Preparing For Life After COVID-19 – Starting With Your Employees

CSM Magazine

The global pandemic has changed the way we live, work and do business. Ross Daniels at Calabrio believes now is the time for organisations to plan their pandemic escape route. Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors.

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Here’s why this Entrepreneur is Excited about CX

Think Customers

Businesses across the spectrum from multinational firms to startups have had to quickly innovate in response to the COVID-19 pandemic.

Discovering Business Value within Community


It was not long ago that all of us in the Online Community space struggled with how to calculate Community’s Return on Investment (ROI).

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5 ways collaboration tools benefit customer service


Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. Published on: April 09, 2021. Author: Pauline Ashenden - Demand Generation Manager How are collaboration and communication tools benefiting the contact centre?

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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!

9 Key Differences Between Transactional and Relationship Customer Surveys


Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys.

Will You Push Yourself to Make Necessary Hard Calls?

One Millimeter Mindset

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Deciding on that first push forward is the hardest call you make. Because as you collectively crawl out of your quarantine caves, into the light, you discover the business ecosystem is changed.

If the customer does not come to you, have you ever considered going to the customer?


A website survey is, as the name suggests, a survey in your website, blog, online store, pretty much any HTTPS or WWW. Its purpose is to collect website feedback from your users, readers, customer, subscribers.

7 Customer Preferences Shaping CX in 2021 and Beyond

Smarter CX

Customer experience (CX) has quickly evolved to become a major priority for organizations. Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. For instance, American companies lose $1.6 trillion annually due to poor customer service, according to Accenture. And happy customers are willing to pay a 16% premium to companies that deliver excellent service, according to PwC.

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.

What Is Outcome-Based Selling and Why Is It Important for Customer Success?


Are you selling the product or selling the outcome? As a business owner, sales manager, or a customer success manager, you might wonder what the best way is to market the product. Organisations have traditionally focused on how to sell instead of serving the end goal.

The Best Ways to Collect Actionable Customer Feedback


When a brand improves the customer experience, they’re likely to see repeat customers and increased patronage. According to several surveys, loyal customers are five.

April 15 – Customer Success Jobs


Role: Customer Success Director Location: Remote, Minneapolis, MN, US Organization: Provation Medical As a Customer Success Director, you will serve as the customer-owner in all aspects related to customer health. Conduct detailed customer workflow analysis and identify customer success metrics.

Ideating with Artifacts: A Blueprint for Workshops that Create Unignornable Insights

dscout People Nerds

An inside look at Stitch Fix’s ”Passport to Personalization” workshop—an innovative way to socialize dynamic customer personas.

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!

Dell Divests VMware: Investors Cheer While Customers Yawn

Forrester's Customer Insights

When Dell Technologies completed it acquisition of EMC in 2016, it gained a sweetheart of an asset: VMware. More precisely, it gained 80% of VMware, making the software dynamo a mostly autonomous company in the Dell Technologies family of companies.

3 Key Takeaways From ‘Customer Expansion and Customer Success’ Panel


Customer acquisition often gets all the glory in SaaS. But if you don’t retain (and more importantly grow) the customers you have, growing your own business becomes a Sisyphean task – forever filling a leaky bucket.

Culture Is Critical To Your Customer Obsession Strategy

Forrester's Customer Insights

Tired of hearing the phrase “Culture eats strategy for breakfast”?

Clairvoyance Should Not Be Required For Revenue Planning

Forrester's Customer Insights

Marketing, sales, and customer engagement leaders need a structured, facts-based approach to achieving revenue and growth goals. Learn what that requires.

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.