Heart of the Customer
OCTOBER 15, 2020
I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?
Steve DiGioia
OCTOBER 15, 2020
Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.
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NICE inContact
OCTOBER 15, 2020
Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities?
Beyond Philosophy
OCTOBER 15, 2020
Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.
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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.
dscout People Nerds
OCTOBER 15, 2020
Designers need to be mindful that they’re designing with their users and not just for them. Dr. Christina Harrington believes community-based participatory design can get us there. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vanilla Forums
OCTOBER 15, 2020
Spam and trolls are an unfortunate reality for almost any community forum , but the world of competitive gaming seems to have more than its fair share. In fact, some gaming communities have developed such a huge reputation for toxic behavior that it has become a defining characteristic of their game. The big question is: how do you stop trolls and spammers from harming your community and detracting from the overall reputation of your game?
One Millimeter Mindset
OCTOBER 15, 2020
How easily are you tactically distracted each day? Do you feel like you are forever fighting tactical fires? Instead of focusing strategically on the big picture? You know, feeling like you take one step forward yesterday. Then three steps backward today. At that rate, how do you get to where you really need to go tomorrow and moving forward. Sure.
Zeisler Consulting
OCTOBER 15, 2020
You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on measuring…from survey results to Customer habits and attitudes to top-level improvements in your CX KPIs, numbers are all around us.
Oracle
OCTOBER 15, 2020
A/B testing allows marketers to determine whether their audience prefers version A of something or version B, and thankfully, it’s easy to do. However, it seems so easy that marketers sometimes don’t realize they’ve invalidated their results, missed out on golden opportunities, or—worst of all—confidently come to the wrong conclusions.
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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.
Talkdesk
OCTOBER 15, 2020
Traditional banks aren’t just competing against each other anymore. When a consumer has a seamless shopping journey on Amazon Prime Day, a catered journey through Google searches and taking Ubers across town, that consumer sets the same expectation of a seamless digitally intelligent journey in banking. Banks find themselves losing clients to new entrants like “non-banks” such as Amazon and Square that are now providing financial services.
Interactions
OCTOBER 15, 2020
In recent years, the insurance sector has experienced an uprise in disruptive innovation. Combined with the disruption caused by the pandemic, there is a huge opportunity for insurers to transform the way that they do business, especially in customer experience. This digital transformation, especially with respect to personalized self-service, efficiency, and speed, can be a major differentiator as insurers seek to stand out among their competition.
Keatext
OCTOBER 15, 2020
The post What Canadians think of the new COVID Alert app appeared first on Keatext.
Forrester's Customer Insights
OCTOBER 15, 2020
It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.
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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,
Optimove
OCTOBER 15, 2020
Marketers who are responsible for reducing passive attrition are in for a big challenge today. Predicting when a customer is about to leave is certainly not an easy job. But with the ability of marketers to identify “churn signals” before it’s too late, they can proactively communicate with customers, send them relevant offers, and entice them in various ways to remain active.
Forrester's Customer Insights
OCTOBER 15, 2020
Every autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year. It’s that time again now. The art of prediction isn’t new, and as Europeans, we’ve excelled in it for centuries. Millenia even. Kings and queens, chieftains and war leaders would consult the wise, hoping for […].
FiveStars
OCTOBER 15, 2020
“The Fivestars platform includes its own payment product, integration with other point-of-sale systems, marketing automation that delivers personalized messages to customers and a broader network of 60 million shoppers, allowing for cross-promotion across different Fivestars businesses. The startup is announcing today that it has raised $52.5 million in new funding, combining a Series D equity […].
GlowTouch
OCTOBER 15, 2020
Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail The Impact of Impact Sourcing. Identifying, recruiting, and retaining talent are critical components of business success. Leaders are continually seeking ways to gain an edge in these areas. One strategy that is gaining ground is impact sourcing. It is a business process outsourcing (BPO) model that focuses on hiring from economically disadvantaged populations, and there are five reasons why it
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.
ForeSee
OCTOBER 15, 2020
New data from the Verint Experience Index: E-Gov report for January – June 2020 shows that when COVID-19 changed everything earlier this year, people looked to federal agencies for information.
SurveySparrow
OCTOBER 15, 2020
If you ever thought online surveys wouldn’t move the digital world, you’re in for a whole lot of surprises. From companies onboarding their employees to conducting stand-up meetings, everything has become remote. Safe to assume that remote work is the new normal. And online surveys are the need of the hour. From rolling out employee engagement surveys to conducting performance reviews, online surveys are your go-to guy.
Confirmit
OCTOBER 15, 2020
Register to watch the webinar for your region. Australia. North America. Europe. How did a “side hustle” turn into a sought-after tool? As COVID-19 began to wreak havoc across our personal and professional lives, ENGINE Insights began surveying consumers and looked at third-party data to provide clients with a better understanding of the overall impact.
Magellan Solutions
OCTOBER 15, 2020
The 3D industry is a natural response to our technologies becoming more personal. From entertainment to architecture, more and more industries are incorporating 3D objects in their business. 3D modeling seems simple, but not all objects are easy to produce. Some require specific modeling techniques and editing software to make sure your 3D design comes out as planned.
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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.
Gainsight
OCTOBER 15, 2020
Welcome back to Day 2 of Pulse for Product. While we don’t have an MTV nominated music video to share today, but we do have some winners—our GameChanger Product VIP Awards. The GameChanger community launched to allow our customer success and product network to inspire each other and soar to new heights. Our GameChanger Product VIP Award categories are linked to the four stages of our Product-Led strategy—onboarding, adoption, retention, and growth.
CSM Magazine
OCTOBER 15, 2020
Without a doubt one of the most important skills in business is the ability to communicate with customers by telephone. Part of the reason the telephone continues to be a preferred communication channel is that it gives customers a quick way to make contact. For companies, it is an opportunity to express empathy and strengthen customer relationships.
Forrester's Customer Insights
OCTOBER 15, 2020
The future of the “agency” is being shaped by technology. The belief that artificial intelligence and machines will displace human labor is pervasive across many industries. For agencies, embracing artificial intelligence (AI) and intelligent automation (IA) comes with trepidation that the human side of creativity will be forever lost. Even though AI tantalizes marketers with […].
dscout People Nerds
OCTOBER 15, 2020
When the global pandemic hit, Credit Karma relied on remote research, experimentation, and distributed analysis to build an insightful and impactful journey map. .
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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?
Forrester's Customer Insights
OCTOBER 15, 2020
In 2021, we predict CIOs will act more locally when it comes to tech selection and develop better employee experiences. Learn more in our 2021 CIO predictions.
Maru Group
OCTOBER 15, 2020
The pandemic environment is creating an environment for the retail industry that is simultaneously exhilarating and petrifying. Change is happening at a dramatic rate, and both brick and mortar and online stores are scrambling to adapt during the COVID-19 pandemic. And store operators are seeking out new long term ways of engaging with customers and adding value—in imaginative and unusual ways.
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