CSM Magazine
FEBRUARY 17, 2022
As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.
InMoment XI
FEBRUARY 17, 2022
It is a fact that CX survey response rates have been declining. Additionally, we are being surveyed more and more every day about every mundane thing in our lives. Even the federal government is in on it—an executive order in 1993 directed federal agencies to gather public feedback on how well they delivered services and to strive to offer a comparable level of customer experience with private companies.
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Lumoa
FEBRUARY 17, 2022
Lumoa Product News for February 2022 New guide available for our Zendesk integration Admins now have the ability to Integrate directly with their Zendesk account through our new Integrations Page! With this integration you will: Pull over CSAT responses that your Zendesk agents receive Analyze the comments in Lumoa using AI Gain insights into common reasons for poor feedback Please read this guide on our new Integrations Hub to get started, and reply to this email with other integrations you
Comm100
FEBRUARY 17, 2022
Today’s students are CX-indulged. Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.
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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.
Alida
FEBRUARY 17, 2022
Word-of-mouth remains an integral part of attracting customers and increasing sales. In fact, 83% of customers say they trust brands that are recommended by someone they know, such as a friend, family member, or colleague.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
dscout People Nerds
FEBRUARY 17, 2022
While research is a key proponent of both areas, how it’s conducted and communicated differs widely. Here’s what you need to know to succeed in the space.
Comm100
FEBRUARY 17, 2022
Today’s students are CX-indulged. Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.
Call Experts
FEBRUARY 17, 2022
How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Excellent customer service is hard to come by. It’s rare and elusive because it’s not something that “just happens.” It has to be cultivated.
Guavus
FEBRUARY 17, 2022
“Simplicity is the ultimate sophistication”. This quote from Leonardo de Vinci describes the most exciting challenge I face in product management. Because when you achieve that goal of combining innovation with a rich user experience, things that used to be perceived complicated or unreachable become fluid and easy to process. A relief that requires patience.
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.
ChurnZero
FEBRUARY 17, 2022
9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. Hesitations started to creep, and then swoop, in like a doubtful bride headed down the aisle unsure of her decision ahead.
Kustomer
FEBRUARY 17, 2022
As an agent, you’re always caring for others. But it’s important to care for yourself, too. Customer support can be a selfless and unforgiving job, and if you forget to practice self-care, burnout will inevitably be on the horizon. Whether it’s the holiday season rush or another busy period like a flash sale making resources tight, it’s even more important to take proper care of yourself in order to avoid burnout and deliver a superior support experience.
Centercode
FEBRUARY 17, 2022
Relationships require care. And not just in the form of those once-in-a-while grand gestures — though an extra special thank you every now and again never hurts.
Upstream Works
FEBRUARY 17, 2022
Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers. This is a leading reason why there’s a growing gap between the service that customers expect and what contact centers are able to deliver.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Heart of the Customer
FEBRUARY 17, 2022
I had a call last week with a client who reached out to Heart of the Customer with a business problem they were trying to tackle. Despite a portal update that was well received internally, an unexpectedly high number of customers continued to call their contact center to resolve issues. “I really don’t get it,” […]. The post Good Data Beats Great Surveys appeared first on Heart of the Customer.
Helpware
FEBRUARY 17, 2022
It's a well-known fact that customer service is the foundation of any successful business. As evidence, consumer research from PricewaterhouseCoopers (PwC) revealed that 86% of people are willing to spend more money on brands that provide high-quality customer service.
Perkville
FEBRUARY 17, 2022
We created Middle, an integration platform as a service (iPaaS), so that we could say “yes” to your requests.
My Customer
FEBRUARY 17, 2022
1Ten Unusual Tips to Ensure Your Company Beats the Odds And Lasts Over a Decade My company had a significant birthday this year. Twenty. 17th Feb 2022. By Colin Shaw Founder & CEO.
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.
Keatext
FEBRUARY 17, 2022
The post What is sentiment analysis? appeared first on Keatext.
Customer Enthusiast
FEBRUARY 17, 2022
I recently read another article that counseled leaders to seek input through surveys and focus groups to ensure that the resulting organizational purpose statement is inclusive of the feedback and priorities of current and prospective employees, customers, vendor partners, investors, and other stakeholders. This is really bad advice. Articulating organizational purpose has nothing to do … Continue reading "Your Organization’s Purpose is Not Up for Vote".
My Customer
FEBRUARY 17, 2022
TTen Unusual Tips to Ensure Your Company Beats the Odds And Lasts Over a Decade My company had a significant birthday this year. Twenty. 17th Feb 2022. By Colin Shaw Founder & CEO.
ChurnZero
FEBRUARY 17, 2022
9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. Hesitations started to creep, and then swoop, in like a doubtful bride headed down the aisle unsure of her decision ahead.
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
UserIQ
FEBRUARY 17, 2022
UserIQ Leverages Domo to Deliver Advanced Analytics and Visual Reporting to Customer Success Teams. First-of-its-kind solution targets fast-growing customer success industry. ATLANTA, GA, Feb. 16, 2022: UserIQ , a software company that helps customer success teams minimize churn risk, identify growth opportunities and drive user engagement, today launched a customer success analytics and reporting solution.
Optimove
FEBRUARY 17, 2022
What’s the right word to describe our sentiment at this very moment? Excited doesn’t really cut it. Here’s a few, pick one: Thrilled, delighted, super-stoked, inspired. Let’s just go with all of them. We’re all of these words because today, we announce the winners of the 2ns annual Heptagon Awards! The Heptagon Awards – celebrating CRM excellence – are dedicated to the best campaigns, teams, and individuals who achieved exceptional results with their CRM
CustomerSuccessBox
FEBRUARY 17, 2022
If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. It’s old wisdom, but it’s still valid today. Unfortunately, many SaaS companies overlook this and focus on generating new leads. The cost of acquiring new customers becomes very high very quickly.
CSM Magazine
FEBRUARY 17, 2022
Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers. In its recent report, Ventana Research came to the conclusion that, “The pandemic created the circumstances for a complete reassessment of the tools and processes used in contact centres to manage agents”.
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
NobelBiz
FEBRUARY 17, 2022
What makes Applied Innovation’s solutions unique in the ARM space? First, the importance of embracing technology for an ever-changing compliance landscape is now greater than ever. The post VIDEO: Embracing technology and assisting the ARM industry on all levels appeared first on NobelBiz®.
My Customer
FEBRUARY 17, 2022
CIn the current landscape of customer service, brands must put themselves in the shoes of their end-users to stay competitive and. 17th Feb 2022. By BlueOceanContactCenters.
NobelBiz
FEBRUARY 17, 2022
Training and new technology have opened new ways of communication and empathy, reframing the view and the Collection industry's bad rap. Leveraging technology and self-service will revolutionize customers' perceptions for a greater future. The post VIDEO: Debt Collections: Changing Perceptions appeared first on NobelBiz®.
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