Thu.Nov 24, 2022

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Why contact centres are choosing the cloud for adding new functionality

Eptica

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.

Banking 126
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Innovation Day is upon us: What to expect

Alida

The Delta Awards, Alida’s recognition of top innovators in CX, are the focal point of the event.

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How to Create Surveys that Customers Love to Respond

Feedbackly

Customers prefer businesses that offer a fabulous and effortless customer experience. Brands need feedback to improve their buying journey and meet these expectations. Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend to abandon the survey incompleted.

Survey 97
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It’s Time to Move Your Customers to Where You Want Them to Be

Beyond Philosophy

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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What's Next for NFTs?

Helpware

NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting applications for them in a myriad of industries. But perhaps what's most relevant today is how brands apply them and incorporate them into their marketing strategy.

More Trending

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Ipswich Team Powers to European Prizes for Putting Customers First

CSM Magazine

Ipswich-based staff at UK Power Networks are celebrating two European Customer Service awards this week. A top class Ipswich-based customer service team is celebrating a run of award wins, the latest of which has seen them voted the best in Europe. UK Power Networks triumphed at the European Contact Centre and Customer Service Awards (ECCCSA) in London this week, beating many household names to win the Large Contact Centre of the year category, plus the silver award for most effective management

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What should CX leaders prioritise in their 2023 budgets?

MyCustomer

Engagement What should be in CX leaders' 2023 budgets?

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Product Feedback Questions

Zonka Feedback

When it comes to developing great products, no one can help you better than your customers who will be the real users of your product. But how do you know what your customers want and expect from your product?

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Say Hello to Gen Z: We’ve Integrated with TikTok and Snapchat

Optimove

According to Shai Frank, VP of Product at Optimove, “Data shows the average time spent on social media worldwide is two hours and 27 minutes a day in 2022, with TikTok being the preferred destination for Gen-Z audiences.” If you are serious about putting the customer first, then every action your marketing department takes should start with the customer on the right platform and at the right time.

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The 2023 Verint Experience Index: Retail

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

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How Much Should You Charge Your Customers?

CSM Magazine

The art of pricing can be deceptively complex, as there are a myriad of factors to consider when choosing the prices for your products or services. As an entrepreneur, it’s essential to price your offerings to strike a balance between what’s affordable for customers and what’s enough to grow your business sustainably. That said, this is often easier said than done.

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Top 10 UserTesting Alternatives & Competitors of 2023

SurveySparrow

Your website’s UX is of enormous importance. Choosing the right platform for improving your website’s user experience is a big decision. User research helps businesses place people at the center of their product design. Without it, you will build a product that might not resonate with your audience. It helps measure impact and evaluate your current offering.

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Advice for Providing Excellent Customer Service

CSM Magazine

The following advice is offered to assist you or your team meet the high customer service standards required in today’s competitive business environment. How to interact with the customer when you first contact them. Always make an effort to be helpful, courteous, and attentive to your customer’s needs, as this will ensure that they feel appreciated and at ease doing business with you.

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Strategic Services: Weekly Trend Report 21/11

Lithium

Report 40
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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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The Angry Customer Protocol and Call Center Interactions

CSM Magazine

Working in a call center can be tough, especially when you are dealing with difficult customers. Eric Harne, 911 Communications Consultant and writer, introduces the Angry Customer Protocol (ACP) for better customer interactions and problem resolution. To paraphrase a saying from gladiatorial combat in ancient Rome: “For those who are about to be verbally abused, I salute you!

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Nov 25- Customer Success Jobs 

SmartKarrot

Role: Customer Success Consultant Location: Remote, United States Organization: Phocas Software As a Customer Success Consultant, you will manage assigned accounts by developing and nurturing strong, positive, proactive relationships and understanding the customers’ business and technical needs. Be a Point of Contact for clients to document their business needs, and technical requirements and provide solutions.

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Why Is Casino Customer Service Important?

CSM Magazine

Customer service responsiveness is a significant factor in your overall casino gaming experience. Players often have gaming experience but still need clarification in accessing other offerings at an online casino. Some operators provide self-service options such as detailed FAQs for faster resolution of queries. However, some queries need the attention of human agents from the casino.

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Nov 24 – Customer Success Jobs 

SmartKarrot

Role: Director of Customer Success Location: Remote, United States Organization: Hawke Media As a Director of Customer Success, you will establish a culture of high performance, accountability, and solutions-oriented thinking. Implement and uphold the CS quota for upsells and collaborate with BDEs to ensure that the opportunities identified by CS are actionable and have a high probability of closing.

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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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Here’s Everything That Social Media Outsourcing Can Do For You This Holiday Season

Magellan Solutions

What is Social Media Outsourcing? How Can it Help You This Holiday? It goes without saying that one of the most significant marketing platforms for companies nowadays is social media. Companies now have an easy way to connect with millions of potential clients via social media platforms. Did you know that social media outsourcing is prevalent nowadays?

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What Is Response Bias And How To Avoid It? A Must Read! 

SurveySparrow

Surveys play a massive part in every organization’s growth. How? By getting data that generate insights worth taking action on. These actions, taken correctly, ultimately bring sustained growth to a company. So to make sure these surveys yield the needed data, your team spends countless hours preparing a template, questions, and flow. They also go with a superb survey software for smoother functioning.

How To 52
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Perfect your CX Strategy with Remote Visual Assistance

CSM Magazine

In today’s business world, remote strategies are becoming a common solution for customer support. In this article, Streem explain how to provide a great customer experience anytime, anywhere. With the use of technology such as Augmented Reality (AR), live video streaming, and AI, companies are able to provide support from afar, saving both time and money–while still providing a memorable experience.

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What are Net Dollar Retention, ARR Churn, and Revenue Churn?

SmartKarrot

Businesses across all sectors are grappling with instantaneous transformation. We all have witnessed or are still witnessing the changing business sensations, which have greatly impacted how business grows. There are massive global metamorphoses and challenges to compete with. And alliances must learn to hunt oscillations and acclimate accordingly to keep the business growing.

Metrics 10
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Top 5 Qualities to Look for When Hiring Dental Accountants

CSM Magazine

The simplest and most effective approach for a dentist to assess how good their practice is doing is to hire a dental accountant. A good dental accountant will be your most trusted financial advisor, helping establish your practice’s financial health. They will also be organised, detail-oriented and client-oriented to help you create the best financial plan for your business.