NICE inContact
MARCH 25, 2021
CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s value.
One Millimeter Mindset
MARCH 25, 2021
How many cross functional opportunities do each of us have every day? Because these opportunities can redefine our professional value, moving forward. Cross functional opportunities are created both intentionally as well as arising quite unintentionally. Often, because we do not realize we are in the midst of such an opportunity. Mostly because we seem to toil on teams with people who may not bring out our professional best.
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BirdEye
MARCH 25, 2021
Today Birdeye is officially launching its new podcast, The Modern Experience Marketer , designed with the multi-location marketer in mind. The podcast helps marketers make sense of the new world of Experience Marketing , one in which businesses no longer set the terms of engagement for customer experiences, but rather are having the terms set for them by customers themselves.
dscout People Nerds
MARCH 25, 2021
We learned how 100 Gen-Z participants gauge whether a company is “trustworthy,” and probed on when having established trust is most important to them.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Vanilla Forums
MARCH 25, 2021
Conflict is inevitable in any community. Yet many organizations still fail to plan for how to mediate conflict and tension. It’s important that we do: when you let conflict fester and turn into a full-blown crisis, it can destroy the community you’ve worked so hard to build.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PeopleMetrics
MARCH 25, 2021
3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems.
Interactions
MARCH 25, 2021
It’s hard to believe that only a year ago, we were meandering around our offices, sitting side-by-side in desk pods, and chatting by the water cooler. When office operations first shut down in March 2020, remote work felt like a mini vacation from our day-to-day routines. For Interactions, however, remote work quickly turned into a permanent solution—one that completely redefined what office culture means for the better.
Centercode
MARCH 25, 2021
It’s been decades since product developers first started using beta testing. Early tech companies first discovered back then what is common knowledge nowadays: If you get targeted users to provide product feedback, you can turn that data into insights and action items for Product and Engineering. It’s a highly effective strategy for product success — that’s why it’s been around for so long.
Maru Group
MARCH 25, 2021
By Rene Huey-Lipton, SVP, Qualitative Insights | March 25, 2021. Exploring consumers own innovations is a brilliant and insightful way to provide new stimulus for the innovation cycle and the concept development process. We recently explored cooking and food on our flexible HUB Instant Qual application and gave our respondents the freedom to invent the coolest kitchen gadget they could imagine.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Centercode
MARCH 25, 2021
It’s been decades since product developers first started using beta testing. Early tech companies first discovered back then what is common knowledge nowadays: If you get targeted users to provide product feedback, you can turn that data into insights and action items for Product and Engineering.
Magellan Solutions
MARCH 25, 2021
Outsource data processing services with Magellan Solutions. Data management is under our administrative VAs. Its services are being aimed at ingesting, storing, organizing, and using data. Magellan Solutions offer a wide range of data management services. We don’t limit ourselves to these tasks. We want your company to grow in our care. Thus we make sure that our agents are always prepared in advancing with you as well.
Gainsight
MARCH 25, 2021
In the last 12 months, we have all seen more television than we likely care to admit. Deloitte’s recent Digital Media Trends survey indicates that consumers who subscribe to a paid service now pay for five accounts, up from three before the pandemic. Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already crowded marketplace of over 15 unique television streaming services.
Magellan Solutions
MARCH 25, 2021
How Can a Script Help Your Lead Generation Call Center? Lead generation call center is an effective way to gain more prospect customers. It widens the target market for your business. This gives you more profit while maintaining the quality of your service. On top of that, most customers appreciate a proactive contact with them about a product. . This is so popular that it is one of the most in-demand services in the Philippines.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
CSM Magazine
MARCH 25, 2021
Last-mile delivery is a terminology that is commonly used in the area of Logistics. Last-mile delivery is a part of the logistics where the products and goods are transferred from the company hub to the destined delivery point. The main focus of this delivery system is to deliver the products as fast as possible with efficiency and safety. The current last-mile delivery system utilizes modern technologies software for making the process easier and quicker.
The DiJulius Group
MARCH 25, 2021
Trauma doesn’t discriminate. The highest cause of anxiety is uncertainty. And today, there’s too much uncertainty. Whether it’s overcoming a loss of a spouse, or loss of a child, or dealing with job loss, understanding why allows us to take that opportunity to create a plan to come out of it in a better way. Read Full Article. The post Struggle Well: Thriving in the Aftermath of Trauma appeared first on The DiJulius Group.
CSM Magazine
MARCH 25, 2021
Forming and operating a business requires patience and courage. Patience, because the process and paperwork involved in getting your business off the ground are time-consuming and complex. Courage, because entrepreneurship is not for the fainthearted. It takes a hardy individual to survive, let alone succeed, running their own business entity. Beyond the owner’s character, a successful business is a combination of having the right support, getting good advice, and having the right resources.
CustomerSuccessBox
MARCH 25, 2021
No matter what era we live in, customer retention is something that will never fade away. Why? Let’s see the process of acquiring new customers. You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems. They’ve moved down your marketing and sales funnel and have finally invested in your software. .
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Qualtrics
MARCH 25, 2021
The competition in many industries is fierce. One way to stand out is by understanding your customer better than your competitors. That can be done by hearing from them - like literally hearing their voice, seeing their facial expressions when talking about your brand. Authentic feedback, dare I say spoken from the heart, can be gathered through video feedback from customers.
Knowmax
MARCH 25, 2021
Contactless support for field service agents using knowledge management.
Brad Cleveland Blog
MARCH 25, 2021
Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. If you’re considering a team-based reward incentive initiative, this video has some important recommendations.
Forrester's Customer Insights
MARCH 25, 2021
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
SmartKarrot
MARCH 25, 2021
Frisco, TX — 03/24/2021 — Investors have once again identified the potential in SmartKarrot Inc., resulting in the successful completion of another angel round of fundraising. The software company received an additional $1M+ for their subscription-driven go-to resource for digital-led enterprises and B2B businesses. Focused on customer retention and expansion, SmartKarrot provides organizations with the ability to combine customer intelligence, smart workflows, and automated actions.
Forrester's Customer Insights
MARCH 25, 2021
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SmartKarrot
MARCH 25, 2021
Role: Vice President, Customer Success- Telecommunications Location: New York, NY, US Organization: Rokt As a Vice President of Customer Success, you will be responsible for revenue growth and retention rates of the Telecommunications partners and advertisers. Developing deeper and a stickier level of relationships with all key stakeholders. Mastering the functionality of the Rokt platform and utilizing the insights and data to optimize campaigns across your portfolio to deliver on individual an
Oracle
MARCH 25, 2021
Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.
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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.
Optimove
MARCH 25, 2021
Customer segmentation and realtime capabilities are two of the most mission-critical aspects of CRM marketing. Today, we are excited to announce that with Optimove, you can put these two together – with our new realtime segmentation capabilities. Combined with our existing next-gen technology of AI-mapped CRM journeys, it provides brands with unmatched customer analysis, segmentation, and communication power.
Kustomer
MARCH 25, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Balaji Gadicharla to discuss the secrets of understanding the global customer. Learn how Balaji connects with customers on a global scale by listening to the podcast below. Serving Customer Needs Efficiently. Global Head of Service Support and Success at CipherCloud , Balaji Gadicharla has over 20 years of experience working with customers and providing service.
SmartKarrot
MARCH 25, 2021
Eating your own dog food or Dogfooding is very common in SaaS companies. It is a practice where companies test the product or service by letting people use them. In real-life when these products are tested, you get to know them in detail. The whole point is letting employees use the software like any customer would. That will give a detailed purview of how the product works.
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