Fri.Jun 26, 2020

What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps


The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to two to four percent or may be flat if a recession occurs. However, you still have a say in how well your business makes it through this period.

Cyara Included in the Forrester Wave: Continuous Functional Test Automation Suites Q2 2020 (Elizabeth Magill | Senior Director, Product Marketing)

I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win.

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Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.


This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. This article was previously posted on BotsCrew’s blog.

9 Golden Rules for Cultivating Community on UX Teams

Mac Hasley

The team at Google’s UX Community & Culture share their best advice for encouraging thriving, user-focused teams

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!

Channel Software Tech Stack 2020 – PRM, TCMA, Ecosystem, Incentives, Channel Data, Learning, Readiness, and Pricing

Forrester's Customer Insights

^^ CLICK IMAGE FOR FULL SCREEN ^^ The channel technology stack is a group of technologies that firms leverage to plan with, find, recruit, onboard, develop, enable, incentivize, co-sell with, co-market with, manage, measure, and report on partners.

More Trending

“Ben and the Bug” takes to the small screen

Helen Dewdney

Natalie Reeves-Billing, children’s author, and I have teamed up to create a new video to help children understand the current Coronavirus situation.

The Best Facebook Event Cover Photo Size for 2020


Do you know that Facebook’s event cover photo size is different for both personal profiles and Fan pages? This means that the answer to the best Facebook event cover photo size is not going to be a straightforward one. Everything that Facebook touched has turned into gold.

Video 52

Last Friday flyover: Healthcare narratives


As an homage to Alex Trebek, we’re excited to bring you our Jeopardy edition of Last Friday Flyover. This month, Derek Philips, Director of Content Strategy at PK, and I […]. The post Last Friday flyover: Healthcare narratives appeared first on PK.

Keeping CX funded during a recession


There can be little doubt that we are about to enter a recession; the only question is 'how deep?'. Unfortunately, the potential impact on customer experience programs, and the professionals who lead them, may be just as

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Chat

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience.

How to Find the Bears in Your Forest

Tony Ho Tran

Autumn Sanders Foster believes orgs can face challenges around racial injustice and inequity in the world head on. To do that, they need to start by facing them in the office

How CX leaders can overcome the current challenges to become better communicators


26th Jun 2020 Throughout the coronavirus crisis, I have written about the importance of customer experience leaders and managers having a firm grasp on.How CX leaders can become better communicators. By Paul Laughlin Managing Director

Amazon The Disrupter Enters Low-Code Market; Doesn’t Disrupt Anything

Forrester's Customer Insights

After years of high expectations for Amazon’s low-code platform project, its Honeycode product has finally arrived. Unfortunately, in its present release, Honeycode is far from the market disrupter that we and others expected from Amazon.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Next Insurance Masters Influencer Marketing by Partnering with Struggling Small Business Owners


Influencer marketing is alive and well, weathering this pandemic storm while few marketing tactics are left standing. But it’s not the same ol’ influencers resonating with consumers. The landscape has changed – potentially forever. Let’s see how that looks!

Video Diaries Part 3: Discover 15 Video Personalities from CX Professionals

Smarter CX

According to a recent FinanceBuzz survey , 75% of remote workers report having a dedicated home office space. While the majority of remote workers may have a designated work space, what they may not have is ideal lighting, a sound proof area, or a non-disruptive setup for video conferencing at home. In the third part of our video call diaries series, we asked CX professionals if they fit one of the characters from the Zoom Zoo below.

Video 62

How to Do Compassionate Research — Even When It’s Tough

Nikki Anderson

When the going gets tough, it’s important to remember that sometimes the kindest work is the work you don’t do at all

Knowledge Sharing: What are its different benefits in an organization?


Knowledge Sharing: What are its different benefits in an organization? Knowledge Management

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

3 Examples of How to Talk the Language of Your Customer

Ann Michaels and Associates

When I think about how brands “talk” to their customers effectively, I always think of Target.

Jun 26 – Customer Success Jobs


Role: Customer Success Manager (Tier 1) Location: San Francisco, CA, US Organization: Coda This position is based out of Silicon Valley. Partner with their clients to help their users succeed with Coda.

How Turkey’s largest conglomerate is listening and acting to help employees during the COVID-19 crisis

Stephen Fortuna

Koç Holding is a diverse conglomerate operating in more than 10 sectors with more than 90,000 employees around the world. With the outbreak of COVID-19 in China early in 2020, Koç Holding started to implement extensive protective measures to prevent any contamination among employees.

Comprehensive SOC2 Compliance checklist & resources for SaaS


Source. Before we look into the SOC2 compliance checklist, it is worth spending a minute on understanding what SOC2 is. Just to set the context, the internet has become a basic necessity for a modern life. It has got integrated with all our daily activities in various forms.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Adobe’s Service Partners Are What Will Make It A Proper Enterprise Software Company

Ted Schadler

Adobe strives to be an enterprise software company with the same reach and influence as Microsoft, Oracle, SAP and Salesforce. It successfully pivoted its creative tools business into a proper SaaS offering.

Why crisis management can be an innovation catalyst


“I think we need to scale back, or maybe even stop…” Have you been on the receiving end of an email to that effect from a senior leader in your organization in response to an uncertain, challenging, and difficult situation?

Digital Business Models Mandate More Sophisticated B2B Pricing Processes And Applications

Forrester's Customer Insights

I’ve been researching B2B pricing and its important role in digital transformation for industrial manufacturers. New “as a service” business models offer opportunities for manufacturers, but they can also increase margin risk.

How the City of Houston Health Department is using technology to speed essential contact tracing

Stephen Fortuna

In Texas, the state’s largest city is carefully getting back to business. And the responsibility for educating the public and helping slow the spread of the coronavirus falls to the Houston Health Department. Technology-enabled contact tracing is key to that effort. Tracking and slowing the spread.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Brand Move Roundup – June 26, 2020

C Space

The Brand Move Roundup – June 26, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.