Advantage Communications
APRIL 14, 2021
All businesses want to keep their customers, and prospects, happy. Satisfied customers are the difference between a successful and highly-profitable company, or a business that is struggling to compete with its competitors.
NICE inContact
APRIL 14, 2021
If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions. The convenience offered by their chatbot helped to win my business. And they seem more prevalent than ever. Have you noticed the proliferation of chatbots on websites and social media platforms?
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Alida
APRIL 14, 2021
If the constantly changing state of the healthcare industry has left you reeling, you’re not alone. There’s no doubt about it: The pandemic has been a major stressor for the healthcare community. But, in many ways, it has only accelerated shifts that were already inevitable.
ShepHyken
APRIL 14, 2021
Many companies think they have to compare themselves to their competition. They want to know what the competition is doing that they are not. And when they figure it out, you know what they do? They copy them. It’s not a bad idea to do that, but it’s not the best idea either. If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
dscout People Nerds
APRIL 14, 2021
Group ideation is too important to leave to chance. These key principles will help you balance both the art AND science of running productive, inclusive—and fun—ideation sessions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kustomer
APRIL 14, 2021
A whole new demographic of buyers were forced to do their shopping online in the past year, and leaned more heavily on customer service teams to feel comfortable and confident about their purchases. While post-transaction support, like order status and return initiation, likely will never subside, CX teams can now take on more of a revenue-generating advisory role, answering product questions or directing customers to better alternatives.
Hallmark Business Connections
APRIL 14, 2021
The pandemic has left healthcare workers across the country not only physically, but also emotionally exhausted. And sadly, some have been left almost completely broken by the sheer devastation of the past year. One recent survey found that 93% of essential healthcare workers are experiencing stress, 86% have anxiety, 77% feel frustration, 76% face burnout, and 75% note they’re simply overwhelmed as a whole.
Interactions
APRIL 14, 2021
Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience.
Feedbackly
APRIL 14, 2021
Professional CX courses are one of the best ways to understand CX and apply it to your business. You get the opportunity to learn.
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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.
Interactions
APRIL 14, 2021
Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience.
Feedbackly
APRIL 14, 2021
Would you like to learn what the top performers do in the field of Customer Experience? Feedbackly has been invited to CXforum’s next webinar.
Optimove
APRIL 14, 2021
After what was the busiest online shopping period in the history of humankind (2020 Black Friday/Cyber Monday + Christmas), we were all expecting the RETURNAGEDDON to follow suit in late 2020/early 2021. Yet somehow, these fears did not materialize. Contrary to all predictions, judging by Optimove’s vast research, the number of returns made after the 2020 shopping season was not only much lower than expected – it was in some cases lower than that of a year before – in spite of the hi
ppt solutions
APRIL 14, 2021
SAN FRANCISCO – April 13, 2021 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced availability of new contact center managed services, powered by PPT Solutions, a premier provider of client-centric, performance-based customer experience and contact center consulting solutions. The post Talkdesk Launches New Managed Services to Guide Companies Through Their Most Pressing Customer Experience Initiatives appeared first on PPT Solutions.
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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.
CSM Magazine
APRIL 14, 2021
Former Deko and Lebara Money CTO will spearhead technology strategy and innovation. PCI Pal , the global cloud provider of secure payment solutions for business communications, today announced the appointment of Mufti Monim as Chief Technology Officer to direct the strategic technical vision for the company. Mufti joins PCI Pal from eko, the retail finance cloud technology provider where, as CTO, he led the product and engineering teams, developing a market leading platform used by more than 170
Blueshift
APRIL 14, 2021
Understand the major roadblocks that prevent you from using the entirety of your data and how you can overcome these obstacles in our Smart Guide to Data Activation, The post Learn to Truly Leverage Your Data in Our Smart Guide to Data Activation appeared first on Blueshift.
CSM Magazine
APRIL 14, 2021
Survey of marketing decision-makers reveals major hurdles in updating CX strategies. Lack of customer insights is the biggest challenge to a successful customer experience strategy for 54% of marketers surveyed. Over half of companies say they are unable to identify customers on their own website. Data-driven customer experience strategies are crucial for success.
SMG CX
APRIL 14, 2021
With last year’s accelerated surge in digital and cross-channel shopping—which included 146% growth in all online retail orders in the U.S. and Canada alone—brands were forced to take a critical eye to their digital transformation maturity and work quickly to evolve their strategies.
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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,
CSM Magazine
APRIL 14, 2021
Peter Farnsworth, Regional Director – APAC, Calabrio. Cloud-first workforce engagement management platform chosen to enable market-leading Digital Services company to flow workforce across contact centres, retail stores and at-home visits to be where their customers are. Calabrio , the customer experience intelligence company, has been selected by Spark , New Zealand’s largest telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution as part of
Magellan Solutions
APRIL 14, 2021
In getting a BPO partner, we all have one question. Are you getting what you paid for with your hard-earned dollars? Call Center Service Pricing should mean more than money to your business. . But we cannot ignore that we need to be wise with how we spend our hard-earned cash. Being a reckless spender means disaster to your business as a whole. We will discuss in this article how to assess if your every dollar is worth it with your chosen call center partner. .
Forrester's Customer Insights
APRIL 14, 2021
The future fit challenge applies today, not just tomorrow CIOs and technology leaders have a core objective to develop and improve the technology foundations and innovation their firms need to win, serve, and retain customers. They must also enable their employees with the capabilities to achieve this customer obsession in an efficient and effective way. […].
Peter Lavers
APRIL 14, 2021
We’re happy to report that our founding director Peter Lavers has been recognised as a leading professional and influencer in Onalytica’s Who’s Who in CRM report. You can download the full report by clicking here. This is just the latest recognition of Peter’s influence and thought leadership in the fields of customer experience and customer management.
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.
Forrester's Customer Insights
APRIL 14, 2021
Forrester’s 2021 B2B Buying Survey, with more than 950 respondents from around the world, reveals significant changes in buying behavior.
Lumoa
APRIL 14, 2021
About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics?
Forrester's Customer Insights
APRIL 14, 2021
The US Bureau of Labor Statistics on March 31 released its 2020 Occupational Employment Survey. We use this data for our estimates and forecast of US business and government spending on tech staff, utilizing both the data on tech jobs by industry and on average annual salaries for different tech positions. But the OES survey […].
Qualtrics
APRIL 14, 2021
Community Health Network is taking a bold approach to patient experience. Focusing on building empathy into the way they use patient experience data, their development of processes is built upon a foundation of patient stories. We interviewed Patrick McGill, MD, the Chief Analytics Officer at Community Health Network, on his drive for reality-based patient care and how patient experience data helps to achieve this goal.
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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.
Forrester's Customer Insights
APRIL 14, 2021
Interest rates are low. The Fed is dovish. Strong balance sheets exist across the titans of tech. What does it all mean? Well, you are seeing the open salvos in an arms race in industry-focused tech as this combination of financial factors make the technology market prime for consolidation. A shining example is Microsoft’s announcement of its intention to acquire Nuance Communications for $19.7 billion in an all-cash transaction.
SmartKarrot
APRIL 14, 2021
Customer fears will always be the greatest enemy that can fall your way in a customer success niche. It is a customer that has the indelible power to make or break your business. That is when customer fears build those walls of resistance and make it difficult for a conversion to happen. Fortunately, here in this blog, we will be talking about five such common customer fears and their respective addressal techniques. #1 Customer Fear: Reiterating the Previous Mistakes.
Forrester's Customer Insights
APRIL 14, 2021
With vaccine rollouts continuing en masse in many countries, companies are starting to get greater clarity on their return-to-work strategy. Forrester’s research has been clear on the return to work: 30% of companies will return to the office “as normal,” 60% will operate in a hybrid model, and 10% will transition to an “anywhere work” strategy, in which employees primarily work remotely.
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