Blake Morgan

JANUARY 31, 2023

To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to executives and other teams is a common challenge for CX teams. Diane O’Hara, SVP of Customer Advocacy and Insights at CVS Health, represents the consumer at the table of a Fortune 4 company by collecting customer data, analyzing operational data, and working with business units to find the biggest opportunities to deliver a top-tier customer experienc

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Customer Centricity How To Policies Feedback 52

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

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Customer Service Customer Experience Hotels Customer Service Training 138

Alliance by IFS

JANUARY 31, 2023

It’s hard to believe that 2023 is upon us, but alas the end of another year has come! Maybe it. The post A Look Ahead: 5 Predictions for Field Service in 2023 appeared first on IFS Blog.

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Customer Engagement Engagement Management Customers 122

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

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Trends Contact Center Customer Journeys Touchpoint 78

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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.

Customers

Helpware

JANUARY 31, 2023

Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales rates.

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Connections ROI Study Measurement 85

dscout People Nerds

JANUARY 31, 2023

Passing up on doing research doesn’t always feel intuitive—but sometimes it’s a better choice for the long-term.

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Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. Unfortunately, rolling out the same question sets using the same data-gathering methods can lead to incomplete or flawed data, painting a skewed picture of what employees want and need.

Employee Experience 70

Employee Experience Social Media Survey Measurement 70

Optimove

JANUARY 31, 2023

Many online gaming brands offer more than one product to their players, where a player placing sports bets can just as easily play a variety of casino games on the same platform, using the same account. But what’s in it for the operators? Well, it depends on how they play the cards they are dealt. Cross-selling offers great potential. Gaming operators surely have a lot to gain.

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Sports Analysis Brands Data 52

2020 Research

JANUARY 31, 2023

“We are not thinking machines that feel, rather, we are feeling machines that think.” – Antonio Damasio Antonio Damasio is a neuroscientist who brought forward the somatic theory ; a theory that our brains assign an emotion to every encounter and experience we go through, which helps us determine how we react when we come across a similar situation in the future.

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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.

Retail

DemandJump

JANUARY 31, 2023

Search engine optimization (SEO) can make or break a marketing campaign. If you do it well, you can expect higher traffic and more conversions. If you do it poorly, however, it could mean little to no traffic to your website and total reliance on your sales team for conversions. This puts unnecessary pressure on them when boosting sales should be a business-wide effort.

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Sales Marketing 52

2020 Research

JANUARY 31, 2023

“We are not thinking machines that feel, rather, we are feeling machines that think.” – Antonio Damasio Antonio Damasio is a neuroscientist who brought forward the somatic theory ; a theory that our brains assign an emotion to every encounter and experience we go through, which helps us determine how we react when we come across a similar situation in the future.

Brands 52

Brands Marketing Video Consulting 52

Circular Edge

JANUARY 31, 2023

Blog Credit: Tom Kelly, January 30, 2023 (7 Success Factors In Building a Highly Effective Office of the CFO | NetSuite) An important key to success for any growing company is to ensure the office of the CFO evolves beyond its traditional focus on record to report. Finance chiefs understand their companies’ inner workings best, can interpret the language of business — accounting — and are being asked to take on bigger-picture roles within their organizations.

Financial 52

Financial Government Competitive Advantage Analytics 52

CSM Magazine

JANUARY 31, 2023

A successful firm must have both customer service and cybersecurity. At first glance, they might appear unrelated, yet they are actually intertwined in several significant ways. Businesses may enhance their general performance, safeguard sensitive data, and give customers a better experience by understanding how these two areas interact. Keeping Customer Data Safe The protection of customer data is one of the main areas where customer service and cybersecurity overlap.

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Customer Service Consumers Customers Financial 52

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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,

Tips

Seaton CX

JANUARY 31, 2023

When I’m emphatic that CX leaders need stakeholder analysis to get buy-in , some people look at me like I’m a rhinoceros. Or worse, a psychologist. (Just kidding. I love psychologists!) Sometimes I get asked “can’t I just talk to people and build relationships naturally?” And the answer is yes, you can! If you’re satisfied with the results you’re getting, keep doing what you’re doing.

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Communication Sports Leadership Meeting 52

SurveySparrow

JANUARY 31, 2023

Even though we say “looks can be deceiving”, we also tend to make snap judgments about businesses based on their websites. According to one source, users take only 50 milliseconds to form an impression about a website – an impression that decides if they will stay or leave. Usability is a key factor that fuels this impression. That’s why website usability testing is a must!

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Survey Video User Experience Interaction 52

CSM Magazine

JANUARY 31, 2023

Geoff Forsyth, Chief Information Security Officer, PCI Pal PCI Pal , the global SaaS provider of secure payment solutions for business communications, is attending the CIO Watercooler Live 2023 event in London, where Chief Information Security Officer, Geoff Forsyth, will be providing CIOs with an insight to security and compliance threats. The event is an opportunity for leading CIOs to share how they have dealt with legacy and technical debt, cloud migrations and building infrastructure to

Trends 52

Trends Video Analytics Communication 52

dscout People Nerds

JANUARY 31, 2023

Running a customer day is a fantastic way to drum up new ideas and build meaningful relationships. Here’s how to get started.

Innovation 52

Innovation Customers How To 52

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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

Retail

Centercode

JANUARY 31, 2023

Learn how to maximize the effectiveness and efficiency of your QA environments with this blog.

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Tips How To 52

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Brandwatch CX

JANUARY 31, 2023

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Company 52

BirdEye

JANUARY 31, 2023

Are you a business looking to increase your visibility in your local market? If the answer is yes, you’ll need an active and engaged presence on Nextdoor. This popular social media platform allows businesses to post updates, advertise special offers and deals, and generate Nextdoor reviews from local customers. However, getting the most out of Nextdoor for your company does require some understanding and research.

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Social Media Multi-Channel Guidelines Advertising 98

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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.

Training

Brandwatch CX

JANUARY 31, 2023

Company 52

Company 52

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward. Not all attrition is created equal, and there are many ways to calculate attrition rates – so the way you frame your attrition questions in the RFP is essential to getting useful data that can inform your decision.

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