Fri.Jan 21, 2022

Webinar Recap: CDP: Is the Future Now?


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.

Three Key Challenges Healthcare CX Leaders Face Today


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.


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De-escalation Q & A Day!

Myra Golden Media

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?

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Top 5 Conversational Automation Considerations for Healthcare CX Providers


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.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

The Future Of Healthcare

Forrester Digital Transformation

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.

More Trending

Four Components of a Best-in-Class Commerce Experience


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.

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. Read the full article

Jan 21 – Customer Success Jobs


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.

Proposed Surveillance Advertising Ban, Meet Contextual Targeting

Forrester Digital Transformation

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.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Identifying the right use cases for federated learning

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.

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What Peloton Forecasts Got Wrong

Forrester Digital Transformation

Yesterday, Peloton announced that it is temporarily halting production of its connected fitness products in the face of waning consumer demand.

Four steps for improving insurance policyholder customer experience


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.

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

Forrester Digital Transformation

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.

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

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.

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?!”. Product


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


“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?

Is Performance Management Broken?

Forrester Digital Transformation

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. .

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How insurers can user personalized video to improve customer experience


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.

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. Read the full article

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.

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. Read the full article

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

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. Customer Experience SAPInnovationWorkshop SAPMaxAttention SAPMaxAttentionInnovationWorkshop Customer Involvement Support Services

12 Excellent Customer Service Tips to Follow in 2022


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.

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


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.

Agile Release Planning Best Practices for 2022


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.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!