Thu.Oct 13, 2022

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Why Video is the Untapped Jewel to Greatly Enhance Your Customers’? Experience

Beyond Philosophy

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have. I didn’t know what the whatchamacallit was, but I knew it wasn’t working. Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.

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Customer lifetime value: The most important metric everyone overlooks

Alida

Customer lifetime value (CLV) is not a new concept. It’s the total revenue from a customer over the entire duration of their relationship with your business , from first to final purchase.

Metrics 130
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Awesome Customer Service from the US Post Office

CSM Magazine

“I think recognition and applause are needed when we encounter awesome service” – John Tschohl . I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me. He had a package from Switzerland that had arrived Monday at my former office.

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A/B Testing – Should the “Winner Take It All”?

Optimove

When it comes to A/B testing – modern marketers know what it is and why it should be implemented into their campaigns. The problem is that most marketers still think in terms of winners or losers, even though with A/B testing, everyone can be a winner.?. For you and your customers to be winners, however, you need to take more of a dynamic approach. Though one campaign may look like the winning one – it isn’t for everyone.?.

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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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Multi-Lingual Customer Service is Easier Than Ever

MyCustomer

This blog post is by Maria Ward, Account Manager & Knowledgebase Engineer at Creative Virtual, and featured as part of our Customer. 13th Oct 2022. By Mandy Reed Global Head of Marketing.

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SAP MaxAttention Innovation Workshop ‘Cybersecurity and Compliance’ (Virtual, November 16, 2022)

SAP Customer Experience

Virtual November 16, 2022 Agenda Dear Valued Customer, We are pleased to invite you to the SAP MaxAttention Innovation Workshop focusing on “Cybersecurity and Compliance” taking place virtually on November 16, 2022. Please find the current agenda here. With the ever-growing digitalization of business processes and personal information, securing digital.

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Build a solution for a computer vision skin lesion classifier using Amazon SageMaker Pipelines

AWS Machine Learning

Amazon SageMaker Pipelines is a continuous integration and continuous delivery (CI/CD) service designed for machine learning (ML) use cases. You can use it to create, automate, and manage end-to-end ML workflows. It tackles the challenge of orchestrating each step of an ML process, which requires time, effort, and resources. To facilitate its use, multiple templates are available that you can customize according to your needs.

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A Day in the Life of a Content Moderator

Magellan Solutions

Content Moderator: Who Are They? Have you ever wondered why a content moderator is on demand today? . User-generated content (UGC) is a big reason why the digital world is constantly changing and adapting. In digital marketing, content moderation is a service that brands, and companies use a lot to improve their online reputation. Most consumers today are more willing than ever to put a lot of stock in what other people say and do.

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Measuring Emotional Value Index (EVI®) throughout the Customer Journey

Feedbackly

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. The benefit of Emotional Value Index (EVI®) is that it can be applied to any phase of the customer journey, both at the micro and macro level.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Is Customer Experience Recession-Proof?

Blake Morgan

An impending recession has forced customers to evaluate their accounts and call the contact center. CX must prove its value to drive loyalty. Flexibility is key during challenging times, and CX should move to agile, technology-driven solutions. With a recession looming, companies are making drastic moves to stem the tide—laying off employees, restructuring, and removing products.

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How Does CX Innovation Take Flight?

Support EXP

I’m still amazed by the reaction I sometimes get when I tell new clients that we are located in south-western Ohio. They either try to place us in relation to Cincinnati, or assume we are out in the cornfields somewhere. Actually, our HQ is in Centerville, a suburb of Dayton, about 40 miles north of Cincinnati. Dayton’s legacy – and its future – are based on innovation.

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6 Must-Have Features in a Business Phone System

CSM Magazine

Businesses and organizations need to constantly adapt as technology advances to stay one step ahead of the competition. Besides the shift from brick-and-mortar stores to eCommerce, businesses have seen a lot of tools transforming the way they operate for the better. Generally speaking, the most important aspect of every business is its communication with clients.

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How Does CX Innovation Take Flight?

Support EXP

I’m still amazed by the reaction I sometimes get when I tell new clients that we are located in south-western Ohio. They either try to place us in relation to Cincinnati, or assume we are out in the cornfields somewhere. Actually, our HQ is in Centerville, a suburb of Dayton, about 40 miles north of Cincinnati. Dayton’s legacy – and its future – are based on innovation.

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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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Use an HVAC Answering Service Over a Virtual Assistant

Call Experts

An HVAC answering service can route calls to internal employees or send text messages. Choosing an exemplary answering service is crucial for your business, and you should consider a company that provides around-the-clock services. Many HVAC businesses struggle with maintaining detailed phone records. This disorganization can be daunting as the data is scattered across several software platforms. .

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How to Add a Chatbot to Your Drupal Website

kommunicate

Last Updated on October 13, 2022 In this post, we are going to see how you can add a chatbot plugin to your Drupal websites. Drupal is a free & open-source web content management framework. Drupal is released under the GNU Public license. Some of the most popular websites, such as Harvard, BBC News, Red [.]. The post How to Add a Chatbot to Your Drupal Website appeared first on Kommunicate Blog.

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Using Promotional Overlays as Extensions of Loyalty Programs

Merkle

When it comes to differentiation from the competition and giving your customers reasons to continue using your products or services, nothing is as effective as a loyalty program. Matter of fact, you can likely think of at least one loyalty program you belong to and how the benefits of that program keep you tied to that specific brand over others.

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Learning with Leaders: Automotive Cloud

PK

Launching Salesforce Automotive Cloud As a design and launch partner for Salesforce Automotive Cloud, Concentrix is helping to drive the innovations that are moving the automotive industry forward. With significant […]. The post Learning with Leaders: Automotive Cloud appeared first on Concentrix Catalyst.

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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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Be Prepared With the SaaS Durable Growth Kit for Customer Success

Gainsight

The state of the SaaS market right now is stress-testing the growth strategies of all kinds of SaaS companies. . But the companies that are prepared to weather any market conditions are the ones poised to become unstoppable. To help you do that, we created the SaaS Durable Growth Kit for Customer Success , a collection of insights and proven strategies from Gainsight executives that shifts the conversation from “what now” to “what’s possible.” .

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The benefits of intelligent swarming

My Customer

Our editors sat down with Coveo Vice President, Patrick Martin, to understand the benefits of Intelligent Swarming. Here is what we learned. 13th Oct 2022. By Patrick Martin Vice President, Technical Support.

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”Answer your phone!”, say frustrated customers

Helen Dewdney

New research published today. (13 October 2022) reveals that the “Top gripe” about customer services is phone calls not being answered promptly or even being answered at all. I am not surprised by the findings. I always advocate putting your complaint in writing so that you have the evidence trail if you need to take the matter further. However, there are times when people really want to phone and reasons for this vary.

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Top 7 Feedback Survey Tools to Know About

Zonka Feedback

There are many factors that go into deciding what can be the best among the pool of feedback survey tools for your business and its specific needs.

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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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Is Customer Experience Recession-Proof?

Blake Morgan

An impending recession has forced customers to evaluate their accounts and call the contact center. CX must prove its value to drive loyalty. Flexibility is key during challenging times, and CX should move to agile, technology-driven solutions. With a recession looming, companies are making drastic moves to stem the tide—laying off employees, restructuring, and removing products.

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Why video is the untapped jewel to enhance CX

My Customer

Have you ever used the word "doohickey" or "thingymajig" in a call with a contact center? I have. I didn't know what the whatchamacallit. 13th Oct 2022. By Colin Shaw Founder & CEO.

Video 52
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Pulse World Cup

Optimove

The post Pulse World Cup appeared first on Optimove.

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Why Video is the Untapped Jewel to Greatly Enhance

My Customer

Have you ever used the word "doohickey" or "thingymajig" in a call with a contact center? I have. I didn't know what the whatchamacallit. 13th Oct 2022. By Colin Shaw Founder & CEO.

Video 52
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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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The B2B CMO And Marketing Operations: A Symbiotic Relationship

Forrester's Customer Insights

CMOs and marketing operations teams benefit greatly by partnering and working together.

B2B 48
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Pulse World Cup

Optimove

The post Pulse World Cup appeared first on Optimove.

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Balance Digital Accountability To Optimize Digital Teams

Forrester's Customer Insights

There’s no one-size-fits-all approach to digital team org structure. Instead, digital leaders should align to three critical capabilities as they build out their organizational structure.