CXS
OCTOBER 7, 2020
In an article written by eSSENTIAL Accessibility, a sponsor of the Customer Experience Strategies Summit, describes the importance of accessibility during a brand digital transformation. While many brands are focused on transforming processes and strategies into a digital-focused world, certain … The post Digital Transformation and Digital Accessibility appeared first on CX 2020.
NICE inContact
OCTOBER 7, 2020
Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen! Learn about all the considerations and how to keep not just your contact center, but your customer service experience, ahead of the game.
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CXS
OCTOBER 7, 2020
The comprehensive accessibility service platform, eSSENTIAL Accessibility, shares with us their practical guide on how to bring your digital properties into compliance with the latest Web Content Accessibility Guidelines (WCAG). What is WCAG? The Web Content Accessibility Guidelines (WCAG) provides technical specifications … The post A Practical Resource Guide for Achieving Digital Accessibility Compliance appeared first on CX 2020.
ShepHyken
OCTOBER 7, 2020
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.
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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.
CXS
OCTOBER 7, 2020
With mandatory closure caused by the pandemic, online sales rise making the online customer experience important for many brands. It’s “make-or-break” for businesses when creating a great user experience, and that’s why implementing tools that help improve accessibility is strongly … The post Retail Reality: Now More Than Ever, Your Online Store Must Be Accessible appeared first on CX 2020.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Chadwick Martin Bailey
OCTOBER 7, 2020
By most measures 2020 has been a sharp stick in the eye. But Millennials and Gen Zers have had it especially rough– in fact, they’ve experienced economic, environmental, and political upheaval for most of their lives. Many have never known a time when the United States was not at war with someone. They arrived to the party with a certain baseline of anxiety and fear shaped by the world and personal events throughout their formative years.
ChurnZero
OCTOBER 7, 2020
This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League. . 2020 has been, to be polite, an interesting year. Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. Yet, as CS leaders we still need to plan for the coming year. I’ve shared our checklist for 2021 planning , but there are some other tactics you can use to plan for various scenarios that may come into play next year.
Helen Dewdney
OCTOBER 7, 2020
Get to know the arbitrators! The 8 October 2020 is International Ombuds Day. The second Thursday of every October its aim is to raise awareness of what an Ombudsman does. What is an ombudsman? An Ombudsman is an Alternative Dispute Resolution (ADR) provider. You may use an Ombudsman to arbitrate in cases where a business and you are in dispute. An Ombudsman adjudicates and makes a decision which is binding on the trader (they lose membership if don’t abide by the rules but this rare) but not on
SurveySparrow
OCTOBER 7, 2020
Engaged employees are productive hard workers who are positive and passionate about their organization. They not only value their organizational culture but also provide value to the customers. After all, happy employees equal happy customers right! Which is why we’ve carefully curated this blog that stresses on how important employee satisfaction around the workplace and how employee engagement survey questions help you in the long run.
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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.
SaleMove
OCTOBER 7, 2020
Today’s contact center managers focus primarily on agent performance and customer service level metrics, and using those metrics to drive staffing, training and technology investment decisions. As consumer expectations around service rise and customer experience becomes a competitive differentiator, the contact center is changing from a cost center to a key strategic asset.
GlowTouch
OCTOBER 7, 2020
Join the GlowTouch Family. We’re working hard to deliver outsourcing solutions that improve all stages of our clients’ journey and we’re always looking for great people to help us accomplish that goal. LET’S TALK. Customer Service Brand Ambassador. Louisville, KY . Are you looking for a job that puts a smile on your face? Do you want to be part of a growing company where your contributions matter?
Forcivity Salesforce
OCTOBER 7, 2020
“What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially for the service executives when insight into metrics positively impacts the Customer Experience (“CX”).
Customercount
OCTOBER 7, 2020
In his latest vlog, Bob Kobek explains the importance of metrics such as the NPS and CES in contact centers to improve accountability. The post Bob Kobek Vlog 3 – Contact Centers appeared first on CustomerCount.
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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,
Confirmit
OCTOBER 7, 2020
Late last month, Confirmit kicked off the last few months of the year with our first ever, customer-only Toast and Talk event. What is a Toast and Talk, you ask? It’s only the greatest virtual networking and happy hour event, focused on topics relevant to our clients in customer experience and Market Research. And for those that wanted to make it a true happy hour we mailed them kits to make margaritas at home.
PK
OCTOBER 7, 2020
In the past decade, DTC brands have shaken up the rules of traditional retail—and to say DTC is continuing to gain momentum is nothing short of a gross understatement. Simply […]. The post The case for DTC brands appeared first on PK.
SaleMove
OCTOBER 7, 2020
Today’s contact center managers focus primarily on agent performance and customer service level metrics, and using those metrics to drive staffing, training and technology investment decisions. . As consumer expectations around service rise and customer experience becomes a competitive differentiator, the contact center is changing from a cost center to a key strategic asset.
Kitewheel
OCTOBER 7, 2020
The COVID-19 pandemic has forced many industries to become more digital. The banking industry was no exception, and mobile app usage grew 40% in Q2 2020 alone. Yet this trend isn’t new. Mobile banking was already in play long before the disease shut down branches. In some brands, Mobile banking adoption is already is the norm. For example, Bank of America’s mobile banking app is used by 70 percent of its consumer account holders.
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.
Opinionator
OCTOBER 7, 2020
Customer Feedback that Delivers an ROI. Customer feedback is essential to a successful business. It is the business’responsibility to ensure that know how they are performing and what the customer thinks. Failure to do so means defecting customers and dwindling revenue. More importantly, the feedback has to be actionable – leading to an improvement operational standards and connection with the unhappy customer.
The DiJulius Group
OCTOBER 7, 2020
Week 1 Recap of The 2020 Customer Service Revolution With over 1,400 leaders from all over the world tuning in, Week 1 was a fantastic kickoff to the 2020 Customer Service Revolution. The presenters all shared how we need to Reimagine in order to Revolutionize. Here were just a few of the dozens and dozens. Read Full Article. The post How to Reimagine…Revolutionize Week 1 appeared first on The DiJulius Group.
Forrester's Customer Insights
OCTOBER 7, 2020
B2B organizations are increasingly striving to develop a value-based approach to pricing software-as-a-service and subscription offerings, assuming all customers are looking for the same value because they share a requirement for the same type of offering. But every customer has a different idea of what price is “just right.”.
Table
OCTOBER 7, 2020
What more could we say about COVID-19? For all of us, it's an ongoing challenge. For businesses, it presents an urgent need to invest in digital transformation and improve the Customer Experience (CX). The post Why COVID-19 could be your best opportunity for digital transformation appeared first on TABLE CX - Amazing Customer Experience Software.
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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
OCTOBER 7, 2020
Change will be constant in the year ahead. Learn the steps that sales operations leaders can take to put their organizations on a path to success.
Optimove
OCTOBER 7, 2020
“Today’s online consumers have the world at their disposal. They can choose from a variety of brands, sticking with the one that gives them the optimal benefits in terms of both product and value. In such a competitive environment, the brand that ultimately wins the sale will be the one that offers the best deal for each customer.” The post Precision Marketing 101: Exploring the Concepts and Tools to Do It appeared first on Optimove.
Knowmax
OCTOBER 7, 2020
Learning from Anywhere: Cloud-Based Learning Management Systems(LMS).
Optimove
OCTOBER 7, 2020
The post Optimove in plain words appeared first on Optimove.
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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?
Forrester's Customer Insights
OCTOBER 7, 2020
Disconnected digital investments. Rising technical debt. Pervasive digital sameness. Unhappy stakeholders. Sound familiar? You’re not alone. We’ve seen gains from tech investments of the 2010s stall out over the last few years because of the aforementioned problems. Now we all face an unprecedented global pandemic that is challenging our ability to meet rapidly evolving market […].
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