Alida

AUGUST 24, 2021

There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple.

Voice of Customer 246

Voice of Customer Consumers Customers Entertainment 246

ShepHyken

AUGUST 24, 2021

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the

Customer Success 138

Customer Success Customer Retention Trends Customer Service 138

TechSee

AUGUST 24, 2021

After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them connected daily, especially because popping into the next cubicle is no longer an option. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often.

Self Service 109

Self Service Policies Tips Video 109

Help Scout

AUGUST 24, 2021

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it. Luckily, there’s a tool that addresses that very issue: knowledge base software.

Knowledge Base 107

Knowledge Base Software How To Self Service 107

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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.

Customers

CSM Magazine

AUGUST 24, 2021

Generating leads is one of the most important aspects for many businesses. You need to bring in as many leads as possible, as these leads are what drive the revenue for your business. Thanks to the internet, it is now easier than ever before to generate leads, provided you’re using the right strategies. For example, did you know that brands with a blog generate 67% more leads than those without one?

Strategy 105

Strategy Marketing Social Media How To 105

NobelBiz

AUGUST 24, 2021

In the past, brand and customer interactions were much simpler: you only had to give your phone number and sometimes your email address. But now, customers have digital tools that can handle multiple channels. For contact centers, the challenge is greater than ever, to offer a superior quality of experience in front of a multitude of communication channels.

Contact Center 98

Contact Center Communication Tools Interaction 98

Enalyzer

AUGUST 24, 2021

Surveys, reports, and insight are in a symbiotic relationship. They cannot exist without each other, at least not in a way that brings value to your company. Today we’re going to highlight reports but never forget that one cannot exist without the other. Reports help you visualize and understand the survey data that you can share with whoever needs to see it so that everyone makes informed decisions.

Report 97

Report Data Comparison Survey 97

CSM Magazine

AUGUST 24, 2021

Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus. This phenomena, labelled the ‘pingdemic’, has resulted in 600,000 people being told to isolate by the NHS COVID app in one week, causing disruption to services across the country and widespread staff shortages.

Transportation 96

Transportation Hospitality Customer Service Brands 96

delighted

AUGUST 24, 2021

Collecting and analyzing survey data is critical for pinpointing where you can improve your business. It’s encouraging to see a high number of positive responses, but what if some of those positive statements are unconsciously biased? What if some of your “yes” responses should actually be “no?”. The truth is, it happens often. And acquiescence bias is likely to blame.

Survey 94

Survey Strategy Net Promoter Score Effort Score 94

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Helpware

AUGUST 24, 2021

Learn what 13th month pay is and how to calculate it in this guide. This way, you can ensure complete salary compliance for your international workforce.

How To 95

How To 95

Adrian Swinscoe

AUGUST 24, 2021

Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary […]. The post What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion first appeared on Adrian Swinscoe.

Interaction 76

Interaction Customer Service Communication Customers 76

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. In this session, our customer experience management experts walk you through a 3-step customer experience framework (with downloadable PDF!) to assess your Voice of the Customer program and pivot as needed to keep driving customer-centricity and organizational alignment at your company through the end of

Strategy 62

Strategy Customer Centricity Metrics Customer Experience Management 62

MyCustomer

AUGUST 24, 2021

Download this Report. Lead goal. 150. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Empathy has never been a more important topic. Download this report to find out more on examining the link between empathy and employee experience.

Employee Experience 52

Employee Experience Customer Experience Report Resources 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

kommunicate

AUGUST 24, 2021

Industries around the world are being positively altered by the transformational power of AI. Even the Education sector is quickly assuming AI-powered learning & communication tools to churn out persistent quality! A large number of colleges in the USA are leveraging DLT (Digital Learning Technologies) to enhance teaching effectiveness & student learning.

Chatbots 52

Chatbots Communication Tools Industry 52

Magellan Solutions

AUGUST 24, 2021

BPO Philippines provides solutions to six accounting challenges that SMEs face around the world. BPO Philippines provides basic and high-level accounting tasks to business leaders and SMEs across the globe. BPO companies in the Philippines provide basic accounting tasks such as payroll, accounts payable and accounts receivable. . At the same time, high-level tasks are often left to in-house employees such as customer market analysis and client business data.

Financial 52

Financial Government Analytics Report 52

CSM Magazine

AUGUST 24, 2021

Do you wonder how commercial vehicle fleet management will look in the near future? Do you want to know more about new fleet management technology? Read on to find out more. The last year has changed our lives dramatically, and lots of industries have undergone various changes. On the one hand, there were plenty of roadblocks in different spheres. Many companies suffered from losses and didn’t know how to cope with the situation.

Trends 52

Trends Industry Management Software 52

ClientSuccess

AUGUST 24, 2021

It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. An awkward transition from the sales process to implementation and onboarding can set the tone for the entire customer relationship – good or bad.

eBook 52

eBook Sales Meeting Resources 52

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.

Retail

Gainsight

AUGUST 24, 2021

You know that feeling when your entire organization is firing on all cylinders? When customers have seamless experiences from marketing to sales and on to delivery? As those who have experienced that feeling know, this doesn’t happen without hard work, training, and continuous improvement. One powerful way to inspire, inform, and motivate your organization to reach this next level of customer satisfaction is with deeper integration of sales staff with your organization’s customer success program

Sales 52

Sales Customer Success e-support Metrics 52

Forrester's Customer Insights

AUGUST 24, 2021

The Firefighting Dichotomy When problems or a crisis arises in a business context, we often hear leaders refer to how busy their teams are firefighting. This paints a picture of chaos in the workplace with over-worked and stressed-out teams running from problem to problem, not addressing an issue before they are interrupted by the next […].

How To 60

How To Technology Strategy Management 60

Ascribe

AUGUST 24, 2021

Analyzing customer feedback is a complex and insightful process. You get a wealth of data from your customers, but it’s not typically in a form that you can use with traditional analytics tools. Your company needs a specialized approach to get the most out of your customer feedback, allowing you to offer the best customer experience. Techniques for Customer Feedback Analysis.

Analysis 40

Analysis Feedback Social Media Net Promoter Score 40

Forrester's Customer Insights

AUGUST 24, 2021

The four forces driving data deprecation are already making a negative impact on B2B advertising use cases. B2B advertisers must change three key processes as soon as possible to ensure advertising success and buyer experience continuity.

Advertising 58

Advertising B2B Data 58

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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.

Training

Ascribe

AUGUST 24, 2021

Analyzing customer feedback is a complex and insightful process. You get a wealth of data from your customers, but it’s not typically in a form that you can use with traditional analytics tools. Your company needs a specialized approach to get the most out of your customer feedback, allowing you to offer the best customer experience. Techniques for Customer Feedback Analysis.

Analysis 40

Analysis Feedback Social Media Net Promoter Score 40

Forrester's Customer Insights

AUGUST 24, 2021

CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.

Customer Journeys 41

Customer Journeys Tools Management Customer Centricity 41

Brandwatch CX

AUGUST 24, 2021

68

68

Forrester's Customer Insights

AUGUST 24, 2021

The marketing annual planning process often starts with a lack of alignment with sales. Learn how to gain that alignment from the outset.

Marketing 33

Marketing Sales How To B2B 33

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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?

Customer Experience

Qualtrics

AUGUST 24, 2021

Steve Bennetts, EX Solutions & Strategy. Like every organization across the world right now, Singtel - one of Asia’s leading communications technology companies - in designing new workplace environments and policies for a world that has completely changed. However, Singtel’s award-winning employee experience transformation isn’t simply a product of the COVID-19 pandemic. .

Employee Experience 26

Employee Experience Communication Technology Company 26

Forrester's Customer Insights

AUGUST 24, 2021

What's the best way to scale innovation at your firm? Start by learning from others' missteps. Find out more in this blog post.

Innovation 31

Innovation Employee Experience Technology Customer Experience 31

SmartKarrot

AUGUST 24, 2021

Role: VP Customer Success Location: Remote, United States Organization: SocialChorus As a VP of Customer Success, you will create a vision and strategic plan for leading Customer Success teams with delivering a scalable best-in-class customer journey for the 500+ global customers that maximizes revenue and retention. Define the various stages of the customer journey and lead the Customer Success teams to ensure the customers achieve the best experience possible within each stage.

Customer Success 19

Customer Success Roadmap Customer Journeys Customer Satisfaction 19