BlueOcean
OCTOBER 7, 2021
Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world.
InMoment XI
OCTOBER 7, 2021
In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider. I like using the SMART acronym for setting motivating goals because it is both comprehensive and better yet, easy to remember. .
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Lumoa
OCTOBER 7, 2021
Nobody likes a know-it-all, but, if we may, we would love to provide some specific definitions for you about digital experiences and their variants because it is valuable information to know. Terminology can be tricky when seeking ways to improve, no matter the industry or trade. And although it might seem like a debate in semantics, understanding the distinction is something to keep in mind when looking for ways to set yourself apart from competitors.
IntouchInsight
OCTOBER 7, 2021
Fall is finally here! As the weather cools down and retailers ramp up for the holidays, let us be the Goose – no, not the Christmas kind – to your Maverick with our latest Changes in Consumer Habits report.
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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.
Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
dscout People Nerds
OCTOBER 7, 2021
We walk (or swim) through how to research potential products WITHOUT asking the taboo question, “Would you use this in the future?
Uniphore
OCTOBER 7, 2021
What is Conversational Flow Analysis? Conversational flow analysis is what helps conversational AI better understand what humans are talking about using the context associated with different sections or phases of an agent/customer conversation. With more accurate and deeper understanding, AI can better predict intent, guide agents with appropriate information and actions, help resolve issues faster, analyze correctly, and optimize the conversation.
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.
Myra Golden
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. #servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .
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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.
BirdEye
OCTOBER 7, 2021
What could you do with an extra $84,000? Could you hire more employees, launch a new product or provide new incentives for your employees such as health care? This is the amount the average small business in the United States is waiting for in unpaid invoices — with 81% of those invoices being over a month past due! Most businesses will face the inevitable non-paying customer at some point but many businesses are still using outdated forms.
Kustomer
OCTOBER 7, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by SVP of Marketing at Ada, Ruth Zive. Ruth teaches us about how automation and AI are greatly effective tools for business and how they drive customer satisfaction. Listen to the full podcast to learn more about building connections between customer and brand.
Clarivate
OCTOBER 7, 2021
In this episode of Ideas to Innovation , we welcome Bernhard Quendt of Thales, one of the world’s Top 100 Global Innovators. Listen to the podcast. Every year since 2012, Clarivate has identified the Top 100 Global Innovators. These companies and institutions lead the global innovation landscape, contributing new ideas, solving some of the world’s most complex challenges and creating new value.
Help Scout
OCTOBER 7, 2021
You need the right tools to deliver great support. Start your research with this explanation of the main types of customer service software.
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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,
SAP Customer Experience
OCTOBER 7, 2021
You asked, we answered! Customers have been asking us to share content on License and usage information in SAP Sales and Service Cloud. This video series gives you an admin level view of the Service Control Center tab, that showcases how to monitor license and user information on SAP Sales.
Engine Insights
OCTOBER 7, 2021
An important aspect of data collection in the insights industry is the ability to get survey invites out to potential respondents and recruit them for research projects. In the past this was a fairly simple undertaking – set up an email invite and blast it out to your client’s respondent list, and then let the responses pour into your survey.
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.
Cyara
OCTOBER 7, 2021
Testing is essential for the delivery and monitoring of every element of the customer service delivery system. The IVR, a key component of that system, is no exception. Even the most basic customer inputs can lead to problems down the road if there is just one error in the mix. This fact is only magnified in the financial industry, where customer inputs at any given touchpoint deal with sensitive data and critical transaction info.
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.
Adrian Swinscoe
OCTOBER 7, 2021
Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega. Fortuné joins me […]. The post Customer service: The most important job in the company – Interview with Fortuné Alexander of Pega first appeared on Adrian Swinscoe.
Keatext
OCTOBER 7, 2021
The post How sentiment analysis unlocks the voice of your employees appeared first on Keatext.
Interactions
OCTOBER 7, 2021
“Have you called the cell phone company yet?” asks my husband for the 50th time in the past two days. I pretend that I can’t hear him from upstairs and ignore what will be inevitable. The dreaded customer service call. I try to hide, but eventually know I will have to do it. I am not alone in that sentiment. According to our recent survey, only 7% of people say they actually enjoy contacting customer service (and by the way, who are these people?).
Helpware
OCTOBER 7, 2021
Looking to improve your customer service operations with BPO solutions? Explore the differences between call centers and help desks in this guide.
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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.
Clarivate
OCTOBER 7, 2021
Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, treating everyone as a customer. Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs.
ClientSuccess
OCTOBER 7, 2021
Email marketing today is a lot different from what it used to be. Users these days want more than just a weekly or monthly promotional newsletter; they expect to be engaged and catered to. And if your emails fail to intrigue them, they have too many brands vying for their attention to really care about yours. . That’s why you need to be very conscious while planning out your newsletter campaign. .
Forcivity Salesforce
OCTOBER 7, 2021
Should your business opt for Salesforce support to ease the Salesforce implementation process? It depends. There are many benefits to implementing Salesforce CRM software, including introducing automation, streamlined processes, increased management efficiency, and enhanced customer support offerings. That said, the breadth and depth of Salesforce’s software options means that getting started requires a substantial time and energy investment for any business.
Blueshift
OCTOBER 7, 2021
With online learning on the rise, eLearning platforms are taking advantage of these opportunities for increased engagement while adapting to meet the ever-changing needs and expectations of their students. The post eLearning Case Study: Udacity Increases Engagement with Personalization appeared first on Blueshift.
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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?
MyCustomer
OCTOBER 7, 2021
Download this Report. Lead goal. 159. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. The New Balance: physical vs digital experiences in Europe. What you need to know about what's next.
Myra Golden
OCTOBER 7, 2021
I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. Here’s the replay from today’s session – again, dedicated to customer service leaders.
The DiJulius Group
OCTOBER 7, 2021
More than 5,000 employees and customers (members) have Anytime Fitness tattoos. According to Chuck Runyon, the CEO and co-founder of Self Esteem Brands, LLC (parent company for Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U), one of the keys to their success is their obsession with.
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