Seaton CX
MARCH 7, 2023
Leading CX requires leading people—even those who don’t report to you. Especially those who don’t report to you. And while we humans have spent the last few millennia trying to convince each other we’re a rational, logical, structured, analytical, consistent, data-driven, strategic-planning, business-case-writing, common-sense kind of folk, we don’t act that way.
InMoment XI
MARCH 7, 2023
Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
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TechSee
MARCH 7, 2023
As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome. 1. Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team.
Comm100
MARCH 7, 2023
Recruitment is arguably the number one challenge for higher education right now. College undergraduate enrolment in 2022 was down by 9.4% compared to 2020. So what can schools do to attract more students and boost their enrolment figures against this incredibly difficult backdrop? It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all.
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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.
The DiJulius Group
MARCH 7, 2023
The Great Resignation, also called “The Big Quit”, refers to the higher-than-usual number of employees who voluntarily quit their companies during the COVID-19 pandemic (2020 – 2022). However, data shows that the mass exodus known as the Great Resignation actually started over a decade ago. Research reveals that the rise in quit rates started in. Read Full Article The post The Great Resignation Actually Started Over a Decade Ago appeared first on The DiJulius Group.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Strativity
MARCH 7, 2023
This article was written by Josh Verseput, SVP, Analytics. Brands need a strategy that incorporates generative AI. There is a reason ChatGPT drove Google to create a “Code Red” team. There is a reason Meta, Baidu, and others are on the verge of releasing their own versions of the “Chat Generative Pre-trained Transformer.” There is a reason Microsoft is integrating this new technology across their product and service portfolio.
Michel Falcon Experience
MARCH 7, 2023
To listen to this episode on Apple podcast, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. Michel Falcon:… The post 4 Qualities I Look For In High Performing Employees appeared first on Michel Falcon.
dscout People Nerds
MARCH 7, 2023
The best way to share insights is to engage your audience. Usability bingo is just what the doctor ordered.
Helpware
MARCH 7, 2023
Providing a good customer experience goes beyond simply making the sale. You also need to ensure customers are supported when they have post-purchase queries or issues. As a result, call centers are essential for most businesses. While it’s a good idea to keep an open line of communication with customers, modern consumers use multiple communication platforms.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Win the Customer
MARCH 7, 2023
In today’s data-driven world, businesses are constantly seeking innovative ways to stay competitive and engage with their customers more effectively. One of the most powerful tools experience professionals have at their disposal is data analytics and machine learning. These technologies play a pivotal role in tailoring customer experiences to individual preferences and needs.
eGain Blogs
MARCH 7, 2023
The 2023 MQ report for Conversational AI Platforms (CAIP) was just published. We did not participate in the 2022 MQ for CAIP, which I believe to be the first one in that space. Here is the good news: We entered the process this year and made it! This is a great first validation step for eGain, the KM leader, in the enterprise conversational AI space.
Lithium
MARCH 7, 2023
Hello Atlas members! In order to further improve your Atlas experience, the team would appreciate your feedback on a few questions about your overall Atlas experience. Please fill out this quick survey and help shape the future of Atlas! As always, if you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros!
Optimove
MARCH 7, 2023
Over the last two years, the percentage of women in all tech-related careers has decreased. Women currently only hold 26.7% of tech-related jobs and also report a significant gender pay gap. According to a recent Cord article , among all engineers in the tech industry, 81.7% are male, 18.2% are female, and 0.08% are non-binary. According to Mckinsey’s Women in the Workplace 2021 report, women hold only 34% of entry-level engineering and product roles and just 26% of first-level manager positions
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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.
Blake Morgan
MARCH 7, 2023
How do you reinvigorate a 135-year-old brand to connect with new and changing customers? That’s the question faced by Bibie Wu, CMO of Del Monte Foods. Customers have changed drastically in the last few years, especially in the food industry. Even with changing trends, Del Monte stays grounded in the goodness of fruits and vegetables. In fact, with more people eating at home, managing their household budgets, and trying to put great food on the table, Del Monte has never been more relevant.
SurveySparrow
MARCH 7, 2023
If you’re a marketer looking to understand how your customers interact and experience your product or service, conducting a customer experience analysis is the key. When performed with great care and attention to detail, this type of analysis can help provide vital insights into what works for customers, and which areas need improvement. This blog post will guide you through five essential steps that you should take when analyzing the customer experience – so read on if you want to learn more!
Zonka Feedback
MARCH 7, 2023
Offering good customer support is a massive boost to the customer experience. And as digital technology continues to evolve, omnichannel engagement has become the standard for many top brands.
My Customer
MARCH 7, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
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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.
DemandJump
MARCH 7, 2023
The four types of search engine optimization (SEO) that are essential to a comprehensive digital marketing strategy include:
Perkville
MARCH 7, 2023
Club Automation and Perkville integrate GroupEx and purchases so they can be incentivized in a gym loyalty program.
Happy or Not
MARCH 7, 2023
What is the Happy Index? Happy Index is the original index used in reporting the results from HappyOrNot surveys. It is the perfect companion for the original four Smileys used to measure and improve customer experience. What is the Happy Index used for? Happy Index is typically used to measure customer satisfaction either generally, or on a specific topic immediately after the experience.
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
Forrester's Customer Insights
MARCH 7, 2023
As we entered 2023, we asked ourselves, what is the dollar impact of inflation? Specifically, how much more did US consumers spend due to increased prices in 2022? Read on for our analysis.
Forrester's Customer Insights
MARCH 7, 2023
Photo Copyright: Abhinav Sunil Sustainability in digital communications, data transmission, networking, and telecommunications is a critical component for climate action. According to the International Energy Agency, data transmission networks consumed 260–340 TWh (terawatt-hours) in 2021, or 1.1–1.4% of global electricity use.
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
SmartKarrot
MARCH 7, 2023
Role: VP Customer Success Location: United States (Remote) Organization: Entrust As a VP of Customer Success you’ll determine, persuade, and coordinate stakeholders on customer priorities. Get a thorough awareness of the objectives, concerns, and decision-making processes of your customers. Align stakeholders inside the customer to assist them visualise and align goals/measures by using facilitation and industry experience.
Forrester's Customer Insights
MARCH 7, 2023
Employees are overwhelmed with meetings: Back-to-back meetings; poorly run meetings; and just flat-out too many meetings. The frequency of meetings increased by 13% during the first year of the pandemic and leaders tell us those meetings were sticky – they never fell off of calendars.
AWS Machine Learning
MARCH 7, 2023
The Amazon International Seller Growth (ISG) team runs the CSBA (Customer Service by Amazon) program that supports over 200,000 third-party Merchant Fulfilled Network (MFN) sellers. Amazon call centers facilitate hundreds of thousands of phone calls, chats, and emails going between the consumers and Amazon MFN sellers. The large volume of contacts creates a challenge for CSBA to extract key information from the transcripts that helps sellers promptly address customer needs and improve customer e
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