Tue.Nov 30, 2021

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Bridging the Digital Transformation Divide

Cyara

The world changed quickly for many businesses in 2020. In company after company, it felt like a decade of organizational change happened in just a few months. Those titanic shifts were heaviest in one particular area: digital transformation (DX). What seemed like a luxury before — the idea that every aspect of a business’ processes and operations could be built for a digital ecosystem — now looks like an absolute necessity.

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Google Experiment Goes Wrong; Confirms Need for Leadership Training

The DiJulius Group

When Google launched “Project Oxygen” years ago, they had a theory. The belief was that their large layer of middle managers (like most organizations have) was slowing them down. They believed that middle managers created a bureaucracy within the organization that literally got in the way of production. What they found was something completely opposite, Read Full Article.

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Celebrating the Winners of the Inaugural Kusty Awards

Kustomer

This November we held our annual conference Kustomer NOW 2021. During the event we were excited to announce the winners of our first ever Kusty Awards. We decided to launch our inaugural Kusty Awards to spotlight and celebrate a few of those pioneering brands that are paving the way in the CX world. To select nominees we opened the nominating process to all of our Kustomer employees.

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How to start a referral rewards program that actually works

BirdEye

Customers are the lifeblood of any business, which is why one of the basic principles of business growth is to create advocates for your company. A happy army of satisfied customers can do a lot of legwork for you, especially given that consumers value personal recommendations more than any form of advertising. In order to grow your business, retain customers, and reach your revenue goals, it’s time to start a referral rewards program.

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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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A beginner’s guide to understanding customer touchpoints

delighted

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty.

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Amazing Business Radio: Fred Reichheld

ShepHyken

Net Lives Enriched. How NPS Enriches the Lives of Customers, Employees, and Leaders. Shep Hyken interviews Fred Reichheld, creator of the?Net Promoter®?system of management, the founder of Bain & Company ‘s?Loyalty?practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.

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10 Key Takeaways from Community Predictions 2022

Vanilla Forums

Our 7th annual Community Predictions edition is almost here!

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Bake Express into your Product Roadmap

dscout People Nerds

Use quick-turn, mixed-data feedback to jumpstart (and align) your product development process.

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Understanding Online Serophobia: How Hate Speech Against People Living with HIV and AIDS is Evolving

Brandwatch CX

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Employee Feedback: Why It Matters and How to Handle It

ReviewTrackers

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In-Product Experiences That Drive Adoption, Onboarding, and Retention

Gainsight

If you’re a product leader or manager tasked with improving the product experience, you need to dig deep. To build long-term growth, you can’t just create a stellar product and walk away. You need to drive deeper product adoption, faster onboarding, and long-term retention. We’re here to help you craft a product experience that enhances every level of your product.

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5 Ways To Gain CX Buy-In From The Top-Down

Doing CX Right

Building and sustaining a customer-centric culture requires CX Buy-In from Executives. Learn 5 proven best practices to gain the support needed. The post 5 Ways To Gain CX Buy-In From The Top-Down appeared first on Doing CX Right.

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5 Ways for HVAC Contractors to Stand Out from the Competition

CSM Magazine

The HVAC industry can be competitive. After all, there are hundreds of thousands of HVAC contractors in the world, with over 119,000 in the US alone. Needless to say, it takes a lot to stand out in this field. But there are a few things you can do to differentiate your HVAC company from all the rest. The following are five ways to get started if you want to be successful in this industry. 1.

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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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Lessons from “SQUID GAME” For Customer Success Professionals

CustomerSuccessBox

A tyrannical blood bath with over 400 players competing for the same price is a great analogy for today’s market. We are all just competing for attention from customers. “ Squid Game”, a South Korean series is on the tip of the tongue of avid (binge) watchers. There are multiple reasons to love the show. The design is immaculate, the plot is downright crazy, the characters are unique and each episode leaves you wanting for more.

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From Research Consultant to CXR

dscout People Nerds

Maggie Schurr (Lead Research Advisor at dscout) highlights unique challenges consultants face and advice for more human-centered research.

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Mental health is now a workplace issue. How should businesses address it?

West Monroe

Can you be a digital business and people-first? We think so. Here’s how a digital mindset can improve employees’ mental health.

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Unknown Equals Unused: Fix Findability To Increase Content Usage

Forrester's Customer Insights

Buyers and sellers alike want immediate, relevant content, but often miss valuable but non-standard content that could advance the sale. Marketing and sales enablement can increase content usage by making sure file names convey unique value.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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A Survey on Mental Health in the Workplace

West Monroe

What companies are doing to support their employees’ mental health—and what business leaders say would help more.

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Customer Success Skills: Striking a Balance

ChurnZero

. Spun from the beloved children’s fairytale about a young girl who makes herself at home in the cottage of a family of bears, the Goldilocks Principle states that something must fall within certain margins, rather than leaning toward the extremes. It shouldn’t be too hot or too cold, too hard or too soft, but somewhere right in the middle. It’s used in a range of fields including psychology, biology, economics, and engineering.

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Unknown Equals Unused: Fix Findability to Increase Content Usage

Forrester's Customer Insights

Buyers and sellers alike want immediate, relevant content, but often miss valuable but non-standard content that could advance the sale. Marketing and sales enablement can increase content usage by making sure file names convey unique value.

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‘There are no customers in the office’ – the benefits of talking to strangers.

Smith+co CX

My first job began with crushing disappointment when I realised that the sound of the phone ringing was not my cue to lean back in my chair, put my feet up on the desk and remove my massive clip-on earring before putting the receiver to my ear. I would not be settling into intense conversations uttering, “Yes?” and, “Uh-huh” and, “Be right there” before slamming the phone down, dashing out the door and hailing a cab which would immediately screech to a halt at my feet.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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How to Build a Customer Experience Persona

Experience Investigators by 360Connext

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I get it. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. But in order to do so, those journey maps must be built on a foundation of a true picture of your customer.

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Ask The Analysts — The Forrester Wave™: Unified Endpoint Management, Q4 2021

Forrester's Customer Insights

On Monday, December 6, join us for an interactive session covering highlights from the recently published The Forrester Wave™: Unified Endpoint Management, Q4 2021. Unified endpoint management (UEM) helps enterprises better manage employee devices and applications, resulting in improved employee experience, customer trust, and business agility. Want to understand how UEM can address your top […].

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Upwave Celebrates Giving Tuesday with Season Without Swag

Upwave

The post Upwave Celebrates Giving Tuesday with Season Without Swag appeared first on Upwave.

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Predictions 2022: Insurers Will Find Value In New Processes, Products, And Distribution

Forrester's Customer Insights

After a challenging 2021, insurers will tap new data sources to find hidden profits in challenging areas.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

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

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20 Best HubSpot Apps and Integrations in 2021

SurveySparrow

Wondering which of your favorite apps integrate with HubSpot? Looking for the best HubSpot apps to take your business to the next level in 2021? No problem, we’ve got you covered! In this article, we’ll share our list of the best HubSpot apps that can help you grow your business faster. Top 20 HubSpot Tools for Faster Business Growth. Here’s a list of the top HubSpot integrations to grow your business in 2021: 1.

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Moving Times

C Space

Moving Times. The opportunity for automotive brands to be more responsible and better integrated into our daily life; to reimagine product as part of a seamless and ecosystemic experience. . By Max Raison, Director, Brand Strategy, Interbrand. 3 The way that people and objects move shapes the world around us – none more than in the cities and towns in which we work, rest and play.