Totango

DECEMBER 10, 2020

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able to view other product choices with astonishing ease, while competitors are constantly prowling for new customers with high profile marketing campaigns. Compounding both of these factors are the economic effects of COVID-19, which have caused a significant number of companies to reduce their budgets over the course of the year.

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Customer Journeys Loyalty Case Study Metrics 71

Alida

DECEMBER 10, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September. By that time, we had successfully executed 3 on-time, compelling product releases, and unveiled our fourth product release the next month.

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Innovation Leadership Brands Management 246

NICE inContact

DECEMBER 10, 2020

The holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too. Here are easy tips and ideas for low-cost ways to diffuse tension and bring more fun to December, no matter what industry you’re in.

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Contact Center Tips Industry Call Center 156

Storyminers

DECEMBER 10, 2020

The post IBTM Keynote: Mike Wittenstein appeared first on StoryMiners.

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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

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.

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Insurance Financial Trends Contact Center 135

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.

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Contact Center How To Transportation Roadmap 115

dscout People Nerds

DECEMBER 10, 2020

We asked 6 lead UX researchers “What non-technical-research skill should any human-centered research have?” Here’s what they said.

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MyCustomer

DECEMBER 10, 2020

5th Jan 2021 Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market - because if.What CX professionals can learn from entrepreneurs. By Michael Hinshaw Managing Director.

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Customer Experience Professionals Customer Experience Connections Marketing 102

Hello Customer

DECEMBER 10, 2020

2020 accelerated customers’ expectations. It has pushed companies to rethink their value proposition and to show creativity in the face of adversity. But how has consumer behavior changed concretely? And where will it head towards in 2021? We asked Tom De Ruyck, global consumer expert, to share his knowledge on the matter. Here are some key takeaways from our latest webinar session. #1: Is the ‘new normal’ really all that new?

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Trends Consumers Banking Customer Expectations 98

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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.

Communication

Zonka Feedback

DECEMBER 10, 2020

We've built Zonka Feedback to be one the easiest Customer Feedback Software and Survey App for companies to adopt in their business. We, at Zonka Feedback, are committed towards our customers and strive to always give them the best value. This fact has been well-recognized by the popular and independent online platform Software Suggest.

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Software Feedback Survey Company 96

UJET

DECEMBER 10, 2020

Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.

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Virtual Agent Customer Service Self Service Average Handle Time 72

Interactions

DECEMBER 10, 2020

A brand’s long term success and relevance is directly related to their appetite to innovate. We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Think of Blockbuster, the once movie distribution giant of the early 2000s who didn’t accept the reality of their own digital transformation and eventually succumbed to disruptive new company, Netflix. .

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Technology Touchpoint B2C Ecommerce 77

UJET

DECEMBER 10, 2020

Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.

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Virtual Agent Customer Service Self Service Average Handle Time 72

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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

One Millimeter Mindset

DECEMBER 10, 2020

Unconscious professional exclusion always sits at the meeting table with us. Whether we want to acknowledge its presence or not. This type of exclusion is the elephant which has followed us into our virtual meeting rooms, too. Professional exclusion is a form of implicit bias: the attitudes and stereotypes which impact our professional (and personal) actions and decisions.

Innovation 81

Innovation Consulting Meeting Leadership 81

Opinionator

DECEMBER 10, 2020

Nowadays, technology dominates our lives. People turn to the Internet and tools like social media for a variety of uses. Social media is very popular. In fact, 79 percent of the public using it for an average of two and a half hours per per person per day. So how to turn customer feedback into great social media and convert this opportunity? This article is NOT about online, web feedback, as this delivers comments way too late for the business to take action.

Social Media 59

Social Media Feedback Survey Customers 59

Kustomer

DECEMBER 10, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Scott Tran from Support Driven to understand creating a sense of community during challenging times. Learn how Scott brings a bit of normalcy to employers and employees alike by listening to the podcast below. Laying the Foundation for Support Driven.

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e-support Connections Communication Travel 59

The DiJulius Group

DECEMBER 10, 2020

Ready for 2021? We’ve all been impacted by the pandemic but what makes your business stand above the crowd is your ability as the leader to Reimagine and Revolutionize your business model. So, how do you do that? How to Reimagine Your Business Model Transition from defense to offense. The emotional impact of the pandemic. Read Full Article. The post 5 Ways to Reimagine and Revolutionize Your Business Model appeared first on The DiJulius Group.

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Groups How To Culture 59

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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?

Customer Experience

Forrester's Customer Insights

DECEMBER 10, 2020

The Roaring '20s followed the pandemic of 1918/1919. The Big Acceleration, shifting society to digital, virtual, and experiences, could usher in the Roaring 2020's, a period of fast growth and dynamism.

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Optimove

DECEMBER 10, 2020

It’s no secret that retailers that combine realtime marketing with historical customer data provide their customers with a contextual and unified experience, which is key in generating higher Customer Lifetime Value. Simply put – doing so can give you the best of both worlds. The historical data allows you to define your customers and understand the best way to send communications.

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Retail Marketing Customers Data 52

Forrester's Customer Insights

DECEMBER 10, 2020

Forrester forecasts the AI software market will grow to $37 billion by 2025. Find out what's driving the growth and where the limitations are in this blog post.

Software 69

Software Marketing Customers 69

Customer Experience Insight

DECEMBER 10, 2020

If you’ve been writing – and reading – about customer service as long as I have, you know the late Zappos founder Tony Hsieh was a pillar in this field. His ideas and ideals hold true today. Hsieh pioneered the new customer experience. I covered a conference where he spoke more than a decade ago, when the CX movement was emerging from plain old customer service.

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Customer Service Contact Center Conference Policies 52

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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

Opinionator

DECEMBER 10, 2020

Nowadays, technology dominates our lives. People turn to the Internet and tools like social media for a variety of uses. Social media is very popular. In fact, 79 percent of the public using it for an average of two and a half hours per per person per day. So how to turn customer feedback into great social media and convert this opportunity? This article is NOT about online, web feedback, as this delivers comments way too late for the business to take action.

Social Media 52

Social Media Feedback Survey Customers 52

Call Experts

DECEMBER 10, 2020

The coronavirus pandemic (COVID-19) has hit the world. Businesses across the globe are in a critical position, many fighting to stay open. As health experts work hard to serve patients and create a vaccine, the truth is that the numbers are rising in America, and no one can be sure when we will be “out of the danger zone.”. Anthony Fauci, director of the National Institute for Allergies and Infectious Diseases , said, .

Policies 52

Policies Guidelines Contact Center Consulting 52

SurveySparrow

DECEMBER 10, 2020

2020 was full of uncertainty, turmoil, and health concerns. And we are still dealing with post-covid situations that devastated almost every industry. However, in 2020, the whole world witnessed multiple digital transformations that changed the digital strategy for businesses despite all the negativity. . From Chinese hospitals using 5G powered robots to conduct health operations to giant manufacturers in the world announcing the launch of 5G phones in the upcoming years, 2020 was all about digi

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Chatbots Social Media Survey System 52

Gainsight

DECEMBER 10, 2020

1. Tell us a bit about yourself and what your role is at Gainsight. . My name is Riana Upton and I’m on Gainsight’s product marketing team. . You could say I’ve really leaned into the idea of “Shoshin” (one of Gainsight’s values meaning, ‘a beginner’s mind’) during my time here. During my three years at Gainsight, I’ve gone from content marketing to product marketing which has given me an amazing opportunity to learn from and work with so many great Gainsters. .

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Meeting Marketing Management Roadmap 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? This reflects the increased emphasis on the user experience and personalization across virtually every industry for whom customer care is a vital function.

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Trends Customer Service Self Service Contact Center 52

dscout People Nerds

DECEMBER 10, 2020

Researchers often want to include people with access needs in their studies but don’t know where to begin. This three-part series covers the various considerations for adapting your practice to include people with disabilities.

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Study 52

Fox Metrics

DECEMBER 10, 2020

There’s a thin line between running profitable marketing and wasting your time and resources. The difficulty is in knowing when you are crossing that line. While large organizations can spend millions in branding and exposure, most businesses need to focus on ensuring profitable returns from every investment. How do you make sure that your marketing is bringing in the right exposure and visibility, especially since traditional marketing is difficult to track and measure?

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