Thu.Jan 13, 2022

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?

Comm100

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line.

Life at Uniphore: Meet Andrew Dahlkemper, Chief People Officer

Uniphore

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

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Three Steps Chevron Federal Credit Union Took to Reinvigorate its CX Program

InMoment XI

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers.

Survey 296

December 2022

Uniphore

The post December 2022 appeared first on Uniphore. Comics

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AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Don’t Leave Your Customers Stranded

Heart of the Customer

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me.

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ChurnZero’s 10 Customer Success Leaders to Watch in 2022

ChurnZero

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

5 ways to be a good knowledge manager

Knowmax

The post 5 ways to be a good knowledge manager appeared first on Knowmax. KM Software Knowledge Base how to become a good knowledge manager knowledge base manager knowledge manager role of knowledge manager

Jan 13 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption.

Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022.

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.

Day in the Life Studies: A Unique Method for Gathering User Context

dscout People Nerds

Use this immersive study to dictate a direction for future projects and get a better understanding of who your user is.

Study 81

My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

Beyond Philosophy

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. .

The 5 Steps to Delivering What Customers Really Value in 2022

inQuba

How leading businesses are creating value by ensuring that customers get value. Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return.

Gainsight Data Architecture Explained

Gainsight

As a multi-product system, Gainsight helps customers accomplish Customer Success (CS) by making decisions based on data that trigger appropriate actions. . The actions can happen in the application, through other programs, or offline completely.

Data 52

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Influitive Wins 2022 TrustRadius Awards for Best Feature Set and Best Relationship

Influitive

At Influitive, everything we say and do is in the eyes of our customers and their best interests.

Thanks for Helping Us Reach 100k Members!

Lithium

If you’ve kept an eye on the front page of Atlas recently, you’ll notice that we passed the 100k all-time member mark this month. To our passionate community members: thanks for joining us on this journey!

Keeping People at The Heart of Expansion

CSM Magazine

Are you looking to expand your business into another country, region, or territory? If you are considering expansion, it helps to consider that people are at the heart of contact centers. With this in mind, let’s explore some of the key things to consider when expanding. Onboard New Employees.

Channelize Equipment Rental & Generate Rental Revenue using JDE

Circular Edge

Channelize Equipment Rental & Maximize Revenue in 2022 & Beyond. Does your organization rent out capital equipment / inventory as a source of revenue? Looking to better track and manage rental contracts, billing and sales / service / purchase orders?

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!

Your Small Office Could Benefit From These Large Office Affordances

CSM Magazine

Enterprise-sized businesses are their own highly particularized beast. They are in a different class when it comes to just about everything. In a large office, just keeping the lights on and the air cooled or heated is a major production. For the large office, everything is so much more expensive.

“Personalization is High-Priority. But Don’t Wait for the Perfect Data”

Optimove

If you ask us, we have no doubt where 2022, and the entire foreseeable future of marketing, is headed. The answer is “elevated personalization,” especially at the hands of both retention and acquisition. But, you didn’t ask us.

5 Actionable Tactics for Impeccable Social Customer Service

CSM Magazine

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. Social media has evolved into a whole new world in itself.

IVR Software – What It Is And Why It Matters.

Call Experts

Every business needs a way to interact with its customers and IVR software makes it easy to save time and money. How do you define IVR software ? You may know it as an interactive voice response system. . IVR systems can make call routing much easier for call centers.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Here’s Why You Should Make Videos a Bigger Part of Your Business

CSM Magazine

Everyone loves a good movie. Just ask Hollywood. Even as people are watching more video entertainment at home and investing in entertainment systems that make some theaters blush, movies are constantly breaking new records. Not even the pandemic could stop them.

Join the Conversation about Empathy in Action: A Message from Dr. Natalie Petouhoff

Natalie Petouhof

George Orwell. Now there’s an interesting character. I have always admired him, but not for the reasons you might think. They say empathy is about “stepping into other people’s shoes”.

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International Survey Probes the Future of Customer Service and Considers Consumer Preferences

CSM Magazine

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA.

The importance of customer loyalty in banking and four ways to build it

Interactions

A happy customer is a loyal customer, and nothing is more of a cornerstone of a successful business than customer loyalty. This is true for all industries, banking included.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.