Fri.Jan 21, 2022

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Webinar Recap: CDP: Is the Future Now?

Blueshift

CDPs (customer data platforms) continue to be at the forefront of most martech conversations. During 2021, we saw more marketers than ever adding CDPs to their tech stack, but similarly saw more marketers asking "What is a CDP, and do I need one?" Great news. The post Webinar Recap: CDP: Is the Future Now? appeared first on Blueshift.

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Three Key Challenges Healthcare CX Leaders Face Today

Uniphore

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?

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De-escalation Q & A Day!

Myra Golden

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?

Sales 126
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Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS).

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Four Components of a Best-in-Class Commerce Experience

Merkle

In every industry, the transaction or conversion is the moment of truth. Everything you do as a marketer before and after exists to support and drive consumers toward a purchase – and then come back for more. But that doesn’t mean the transaction reigns supreme, because consumers are the true heart of commerce. If you develop strategies dedicated to brand experiences, the conversions will come.

Consumers 105

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11 Key Customer Service Metrics + 4 Real Example Reports

Help Scout

Discover 11 meaningful customer service metrics, learn how to choose the right measurements for your team, and view four example customer service reports.

Metrics 102
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The Creative INSIDE of SAP: Resolve to Make Better Resolutions in 2022

SAP Customer Experience

If you’re still struggling to visualize your 2022 resolutions, maybe it’s time to take a different approach. Yes, another article about New Year’s resolutions when we’re already well into January. What makes this one (hopefully) worth waiting for? The creative mindset.

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The 8 Best Ecommerce Help Desks On The Market Today

Help Scout

Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support.

Ecommerce 105
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3 ways retailers are adapting to higher customer expectations

Think Customers

From a massive ecommerce shift to curbside pickup and store floors converted into fulfillment centers, the retail experience has rapidly changed. In response to these changes, consumer expectations are higher than ever—not just for merchandise but for convenience, personalized customer service, and an excellent customer experience. At NRF 2022: Retail’s Big Show , retailers and industry experts outlined the future of retail experiences and the challenges they face in meeting consumers’ raised ex

Retail 64
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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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SAP Premium Engagement Session 'Sustainability within SAP Premium Engagements' (Virtual, February 22, 2022)

SAP Customer Experience

Virtual February 22, 2022 Agenda Dear Valued Customer, We are pleased to invite you to the next SAP Premium Engagement Session which is focusing on the highly demanded topic “Sustainability within SAP Premium Engagements” and taking place virtually on February 22, 2022. Please find the current agenda here. Sustainability is.

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Measuring Customer Service Success More Broadly

Help Scout

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.

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The Reality You Don’t Want Your CFO To Know About

SaleMove

Your service model is costing your company too much to create a worse customer experience. See how a seamless service model can impact your bottom line. The post The Reality You Don’t Want Your CFO To Know About appeared first on Glia Blog | Digital Customer Service Explained.

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Identifying the right use cases for federated learning

Integrate.ai

85% of data science projects will fail. One of the top reasons for project failures is lack of access to the right data. This is a shame, because in most cases the right data exists, it just sits in data silos that data scientists cannot get access to. Federated learning solves problems with data access by enabling machine learning across data silos.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Four steps for improving insurance policyholder customer experience

Quadient

Four steps for improving insurance policyholder customer experience. Andrea Haughton. Fri, 01/21/2022 - 14:44. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. More than ever, companies are turning to personalized customer experiences to differentiate themselves and compete in challenging markets.

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Top 22 Reasons to Change JD Edwards MSPs in 2022

Circular Edge

Blog Credit: Andy Chase. Revised annually, this list started in theory as a Top 10 and grew quickly once we collected inputs from our practice leaders & JDE customers. Whether negotiating your next MSP renewal or exploring on-demand support or managed services for the first time, I do hope this analysis helps you to realize a successful & innovative JDE support partnership.

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Perceptual Map 101: Definition, Examples, And How To Make One

SurveySparrow

“We got to find what they’re thinking. We just got to!” At SurveySparrow, we’re always hearing this. Sometimes, it’s from our clients, and sometimes, it’s us! So, what do we do about it? Customer surveys find what’s brewing in their minds about our offerings. So, surveys solve a recurring problem by collecting quality customer feedback.

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The Reality You Don’t Want Your CFO To Know About

SaleMove

Your service model is costing your company too much to create a worse customer experience. See how a seamless service model can impact your bottom line. The post The Reality You Don’t Want Your CFO To Know About appeared first on Glia Blog | Digital Customer Service Explained.

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The Open CCaaS Advantage Report

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.

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How insurers can user personalized video to improve customer experience

Quadient

How insurers can user personalized video to improve customer experience. Andrea Haughton. Fri, 01/21/2022 - 14:44. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. More than ever, companies are turning to personalized customer experiences to differentiate themselves and compete in challenging markets.

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Bundle Up for Vanilla’s Winter 2022 Product Update

Vanilla Forums

As we skate into the cold winter months, it’s time for another edition of “What Vanilla in the world has been up to for the last few months?!”.

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The Future Of Healthcare

Forrester's Customer Insights

If there was a book, movie, or a Netflix series on the US healthcare industry today it would aptly start with the Charles Dickens quote: “It was the best of times…” “COVID was an accelerator for us,” according to the SVP & CIO of Sentara Healthcare. Since the start of the pandemic, the transformation and […].

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Jan 21 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Twingate As a Director of Customer Success, you will hire a team of talented customer success managers and leaders. Build sustainable and scalable customer success systems to support both our high growth and enterprise customer base. Help set and track towards company-wide expansion, retention, and churn metrics.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Proposed Surveillance Advertising Ban, Meet Contextual Targeting

Forrester's Customer Insights

Three US lawmakers (Rep. Anna Eshoo, Rep. Jan Schakowsky, and Sen. Cory Booker) made a splash on Wednesday when they introduced the Banning Surveillance Advertising Act of 2022. Its primary goal is to limit the data that advertisers and adtech vendors can use to target advertising. Predictably, the adtech industry – most notably, the Interactive […].

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12 Excellent Customer Service Tips to Follow in 2022

SmartKarrot

What is the one thing CSMs (Customer Success Managers) love to do apart from retaining the existing customers? Reducing churn, of course, along with, perhaps, word-of-mouth referrals! All these CS objectives can be achieved only if you can fulfill your customers’ needs. One way to achieve your objectives is by providing top-class customer service. As a CSM, you would be proud of the way your team handles the customers or even how highly your product is regarded in the market.

Tips 10
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What Peloton Forecasts Got Wrong

Forrester's Customer Insights

Yesterday, Peloton announced that it is temporarily halting production of its connected fitness products in the face of waning consumer demand. The surge of explosive growth in the early days of the COVID-19 pandemic – to the point where product delivery barely kept pace with the influx of purchase orders – established the company as […].

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Agile Release Planning Best Practices for 2022

SmartKarrot

For a project to be successful, it has to have a well-structured plan. It will be the foundation leading to the successful execution of the project. A clear plan/ roadmap provides the much-needed context and direction to achieve the product visions and goals. Several studies have pointed that ‘each year, thousands of projects fail due to lack of planning.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Four Ways To Leverage Your Entire TEI Study (For The Vendor Sales Leader)

Forrester's Customer Insights

Since the TEI study reflects the real, measurable impact of a technology investment, we do not quantify (for the ROI calculation) any benefits that the customers themselves have not measured. Nevertheless, it’s important to consider the abstract, and that’s why we have the Unquantified Benefits section.

Study 26
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5 Vital Signs Your Customer is Ready for An Upsell Discussion

CustomerSuccessBox

Upsell discussion happens when your product either delivers expected value or exceeds it. So obviously the focus of salespeople and the Customer Success Managers (CSMs) should be to help the customers achieve their desired outcomes. Wait, what’s an Upsell? An upsell is a technique used by, usually, the salespeople and/or CSMs to pitch to the customer to consider either purchasing an expensive product or upgrading to a more feature enhanced product.

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Is Performance Management Broken?

Forrester's Customer Insights

Outdated and disconnected performance management programs are increasingly causing damage to employee and organization success, but some organizations are turning to continuous performance development (CPD) programs that are proving successful in solving these problems. .