ViiBE Blog
MAY 10, 2021
Customer service is the direct interaction between the company and the customer. It entails various means of communication, be that support, client engagement, or company updates, and can be exercised both in-person and through the company’s media platforms. Nowadays, such multilateral and proactive cooperation with the customer is considered as one of the backbones of businesses and their performance.
GetFeedback
MAY 10, 2021
Learn why transactional NPS surveys are valuable for your business and when it’s appropriate to use them.
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Kerry Bodine
MAY 10, 2021
On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging panel discussion led by Medallia’s own Brian Andrews, we’ll share our unique perspectives from decades of observing and shaping the customer experience landscape. Join this session to hear our thoughts on the past, present, and future of customer experience.
ShepHyken
MAY 10, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. (CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers?
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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.
TechSee
MAY 10, 2021
Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide. Our patented Computer Vision technology uses AI and AR to install and fix technical devices like routers and appliances in the most straightforward and cost-effective way.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PK
MAY 10, 2021
Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are ramping into the field very quickly and are sometimes missing some key base principles in the process. This is a set of ten guiding principles that act as a foundation in our CX practice.
Kustomer
MAY 10, 2021
Kustomer is honored to have been named a winner in the 2021 Excellence in Customer Service Awards presented by Business Intelligence Group. This annual business awards program recognizes those who are helping companies better communicate with their customers to provide a differentiated level of customer service. “The past year fundamentally changed the way companies do business and made customer service agents truly the front line for many organizations.
Feedbackly
MAY 10, 2021
Feedback surveys are important resources that help businesses assess the quality and success of their Customer Experience (CX) program. But, you cannot use all.
BirdEye
MAY 10, 2021
Delivering world-class experiences on a consistent basis isn’t easy — especially when you’re managing multiple locations. However, businesses that are able to go above and beyond customer expectations see higher loyalty , higher overall star rating, and higher revenue. To find out how multi-location businesses can delight customers consistently, we decided to sit down with Amberlee Maya , Director of Marketing at Rent King.
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
Forrester's Customer Insights
MAY 10, 2021
There are two people in a wood, and they run into a bear. The first person gets down on his knees to pray; the second person starts lacing up his boots. The first person asks the second person, “My dear friend, what are you doing? You can’t outrun a bear.” To which the second person […].
inSided
MAY 10, 2021
In Episode 11 of The inSide Scoop on Customer Success , we tackle a very important topic: the Community Success Plan. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Jeff Breunsbach, Director of Customer Experience at Higher Logic and founder of Gain Grow Retain. Communities take a lot of work and they're not an overnight success, but what does it take to build a successful community?
Forrester's Customer Insights
MAY 10, 2021
I spent the early days of my career in the early 90’s studying manufacturing engineering at University then working in a ship repair yard. I was taught to weld by a gruff Geordie who handed me a visor, a live arc-welder and told me “don’t look into the light. You’ll go blind”. I didn’t. That […].
MyCustomer
MAY 10, 2021
Engagement Coming to MyC in June: The CX Leader Sessions.
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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Forrester's Customer Insights
MAY 10, 2021
Many companies get emotion wrong… Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions, they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just as joy […].
Magellan Solutions
MAY 10, 2021
Hire a virtual assistant in the Philippines. As long as you are in the business, you will definitely need a virtual assistant. Hiring VA’s are being considered especially with the technology developments. Listed below are the general tasks they take up for you: Personal Tasks. You can hire a VA to help out with personal tasks such as: Organizing your personal to-do list and calendar.
Optimove
MAY 10, 2021
We all want to receive a true reflection of our customers’ status and behavior. “Power Measures,” or personalized attributes, help businesses understand your target audience so that you can create more enticing campaigns. Using power measures in CRM enables marketers to generate hyper-personalized targeting and relevant communications with customers – at a sophisticated level.
Think Customers
MAY 10, 2021
There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good. Research shows 70% of shopping experiences revolve around how a person feels they are treated.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
CSM Magazine
MAY 10, 2021
Some might think corporate intranet is dead, but this is further from the truth. More business organizations are still using this technology to bring people together and promote an effective, efficient, and collaborative working environment. For newer or younger IT professionals, however, the intranet may appear to be a fragment from a bygone era characterized by mainframe computers and modem-based communication apparatus.
Magellan Solutions
MAY 10, 2021
What Benefits Do Companies that Outsource to Philippines Enjoy? . History tells that outsourcing or offshoring favored established companies. Taking into account the prime example of General Motors and Ford Company. Who are both key players in the automotive industry when they incorporate outsourcing into their business strategy. . Even today, large companies and industry players fill up the list of top companies that outsource to Philippines.
CSM Magazine
MAY 10, 2021
One of the best ways to improve employee wellbeing and satisfaction is by investing in smart office gadgets that not only improve productivity but are also super cool and fun to work with. Thanks to technology, there are so many office gadgets to choose from that the choices can sometimes seem overwhelming. But, regardless of which office gadget you choose, you can rest assured that your employees will have a swell time having fun with these toys.
MyCustomer
MAY 10, 2021
Engagement Tried and tested ways to justify CX investment.
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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.
Forrester's Customer Insights
MAY 10, 2021
While automated malware analysis and network intrusion detection systems remained in our Divest category, three more technologies joined them this year: data loss prevention, managed security service providers, and security user behavior analytics. Why is this? Because these stand-alone technologies simply don’t cut it anymore. This isn’t to say these solutions are dead, mind you.
Oracle
MAY 10, 2021
The average professional sends and receives 127 business emails per day. That’s a large chunk of time spent on one communication channel. But often, email marketers , specifically in retail, send large amounts of email because they may feel pressured by those who believe it drives revenue. More sends beget more money, theoretically. However, email marketers also recognize that email file health is critical.
Forrester's Customer Insights
MAY 10, 2021
New data from the UK Office Of National Statistics (ONS) shows that one in five adults in Britain experienced depressive symptoms in early 2021, more than double the proportion before the pandemic. Young adults are coping with a significant increase of mental health issues. Financial concerns, managing children in the household, and disabilities are some […].
MyCustomer
MAY 10, 2021
Engagement WATCH NOW: Introducing The CX Leader Sessions.
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.
Forrester's Customer Insights
MAY 10, 2021
It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing home schooling, and the social (and psychological) impact of lockdowns. Then, there were those on the front-lines; key workers struggling to do their jobs while COVID-19 […].
MyCustomer
MAY 10, 2021
Engagement Coming to MyC in June: The CX Leader Sessions.
Forrester's Customer Insights
MAY 10, 2021
This week is European Mental Health Week. There are many different facets to mental health but no doubt our relationship to work is a key component of it, simply because we spend so much time working and because work (or the absence of it) also shapes our very own identities. The pandemic has drastically changed […].
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