Uplight
FEBRUARY 8, 2022
Utilities can maximize their smart meter investments by connecting energy data to progressive customer actions. Doing so will enable energy providers to better engage both business and residential customer stakeholders, streamline the customer journey, and increase program adoption. Over the last decade utilities in North America have invested heavily in AMI, with more than half Read More.
InMoment XI
FEBRUARY 8, 2022
The term “ customer experience (CX) program ” refers to an immensely broad concept. But at the same time, a “customer experience program” encompasses countless daily actions and processes. How do you keep track of all your efforts? And what do you need to do to keep them going? That’s where a customer experience governance foundation comes in—and more specifically, where this governance checklist we put together for you becomes the most useful.
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The DiJulius Group
FEBRUARY 8, 2022
You are the average of the 5 people you spend the most time with. You have probably heard that quote hundreds of times. I know I have repeated it hundreds of times. To my three boys, at new employee orientation, and any young person that asks me for advice. The point of this quote is. Read Full Article. The post One of my Favorite Quotes Led me to a Leadership Epiphany on Workplace Culture appeared first on The DiJulius Group.
ChurnZero
FEBRUARY 8, 2022
According to the Harvard Business Review , about 75% of change efforts fail due to their inability to deliver value or complete abandonment. . Pile that on top of other stressors, and your chances of change friction and burnout skyrocket. “The amount of change that the average employee can absorb without becoming fatigued is half of what it was last year,” says Jessica Knight , Vice President of Gartner. .
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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.
ShepHyken
FEBRUARY 8, 2022
An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Playvox
FEBRUARY 8, 2022
As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel. As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry u
Helpware
FEBRUARY 8, 2022
The online world is big, global, and 24/7 – this makes communicating with your customers critical to running a successful business. From developing a strong brand image to managing customer relationships, there’s no getting away from the importance of good communication, more specifically: live chat.
Merkle
FEBRUARY 8, 2022
Thank you to the thought leaders who contributed to this article: Evan Nicholson, Digital Experience Practice Director, Merkle. Jen Karlson, Commerce Strategist, Merkle. Michela Baxter, Sr. Director, Promotions & Loyalty Solutions Practice Development, Merkle. Mike Adamson, Sr. Manager Experience Strategy, Merkle. Timea Szell, Sr. Manager Digital Experience Strategy, Merkle. .
Blake Morgan
FEBRUARY 8, 2022
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. For decades, Net Promoter Score or NPS has been the gold standard for measuring the success of CX efforts. . But its creator says the metric has been co-opted and is no longer effective. . Fred Reichheld says the crux of NPS is that every time you touch a life, you either enrich it or diminish it. NPS was designed to measure progress and encourage brands and employees to enrich their customers’ lives so much that they would want to recommend the product or serv
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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.
CSM Magazine
FEBRUARY 8, 2022
Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leading product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2 , the world’s largest tech solutions review site. Calabrio ONE achieved high satisfaction ratings on the Report for Contact Centre Workforce by receiving positive reviews from verified users.
ChurnZero
FEBRUARY 8, 2022
ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. This award is earned by software products and companies that provide best-in-class customer service products and experiences for their customers.
Education Services Group
FEBRUARY 8, 2022
Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. We’ve developed a unique approach for collaboratively mapping the customer journey to create a finished product that CS teams can immediately put to work to improve the customer experience. I want to give you an inside look at what makes journey mapping the ESG way so special.
Lithium
FEBRUARY 8, 2022
The Super Bowl is upon us and you may find yourself wondering, what exactly can I say in my brand’s social media content? Well, you’re not alone. The NFL reserves certain trademarked keywords for official paid sponsorships, so it’s important to know what’s off limits in your copy. That being said , don’t let the limitations deter you from activating.
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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,
CSM Magazine
FEBRUARY 8, 2022
If you work in customer service, then you know that customer complaints are inevitable. In this article, we will discuss the top ten customer complaints and how to resolve them. Complaint #1: Poor customer service. One of the most common complaints that businesses face is poor customer service. This can include anything from a rude employee to not being able to find someone to help you with your purchase.
Circular Edge
FEBRUARY 8, 2022
Simplify & Automate Your JDE Batch Jobs, Package Builds & Password Resets. Wed, Feb 9, 2022 11:00 AM – 12:00 PM PST. #JDEdwards – Looking to simplify, automate and optimize your JDE to spend less time and effort on activities such as scheduling batch jobs, managing package builds & responding to password reset tickets? Learn how to achieve all of this with these must-see JDE innovations including Smart Scheduler, Smart Build and Cerberus Self Service Password Reset.
SurveySparrow
FEBRUARY 8, 2022
First month in, and we’ve scored a triple win. SurveySparrow wins the prestigious G2’s Fastest-Growing Products Award 2022 – the third time in a row! [link]. SurveySparrow is an omnichannel experience management platform that helps businesses, of all sizes, refine the journey of their customers and employees from end to end. Thanks to our powerful toolstack, which includes surveys, automations, 1,500+ integrations, and business intelligence tools, SurveySparrow goes beyond just colle
CSM Magazine
FEBRUARY 8, 2022
Event-led Engagement Platform, Airmeet , raises $35M USD Series B from Prosus Ventures, Sistema, Sequoia Capital India, RingCentral Ventures, and others. Event-led engagement platform Airmeet , today announced that it has raised $35M USD in Series B funding. New investors Prosus Ventures, Sistema Asia Fund, RingCentral Ventures, KDDI Open Innovation Fund, DG Daiwa Ventures and Nexxus Global participated alongside existing investors Sequoia Capital India and Accel India in this round.
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.
NobelBiz
FEBRUARY 8, 2022
The first impression always lasts! So, when you design your interactive voice server, you have to think very carefully about how your customers will feel and how easy you can make their experience in your IVR. Discover 10 ways your IVR messaging can take your customer experience to the next level. The post 10 Tactics To Improve CX Through Contact Center IVR Messaging appeared first on NobelBiz®.
CSM Magazine
FEBRUARY 8, 2022
We might already be a month into 2022, but there’s still time to consider what we should be focusing on over the next year with regards to improving the customer experience. Areas including accessibility and inclusivity, personalisation, and the importance of a collaborative, customer-centric approach are all likely to be high on our agendas as we work toward delivering the multi-channel experience our customers deserve.
Clarivate
FEBRUARY 8, 2022
In this episode of Conversations in Healthcare , Naveed Saddiqi from Novo Ventures discusses how their investment strategy involved during the pandemic. . Listen to the conversation now: The life sciences sector has demonstrated how it can mobilize its resources to tackle the greatest healthcare challenges in recent history–a global pandemic.
CSM Magazine
FEBRUARY 8, 2022
PCI Pal , the global cloud provider of secure payment solutions for business communications, has today announced it has been shortlisted for the Best Compliance Product category in the CX Awards 2022. The inaugural CX Awards is a global awards event that celebrates Customer Experience within the contact centre industry, which aims to recognise exceptional talent, organisations and technology that support the overall customer experience.
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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.
Forrester's Customer Insights
FEBRUARY 8, 2022
Over the past two years, Forrester’s research teams have been really diving into the role that technology executives play in driving innovation. And that research has shown that companies driving a sustainable approach to innovation grow more than 2.5 times their industry average year over year. That’s why we’ve identified inspiring and innovating through technology […].
CSM Magazine
FEBRUARY 8, 2022
If you find yourself freezing whenever you enter the office in the morning, continue reading to familiarise yourself with a number of tips on how not to freeze. If you are sick and tired of battling wind and rain during your morning commute only to be met with freezing temperatures upon entering your office, it may be time to invest in a number of practical purchases that are guaranteed to keep you, and your colleagues, warm during those chilly mornings.
My Customer
FEBRUARY 8, 2022
HThe best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. 8th Feb 2022. By Ross Daniels.
IntouchInsight
FEBRUARY 8, 2022
At Intouch Insight, we’re constantly working on releasing new features that will help you reach the top of your game. This month we have added exciting new features to the Intouch Platform and to IntouchCheck™.
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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?
Forrester's Customer Insights
FEBRUARY 8, 2022
We recently discussed the future look of shopping centers and malls with one of the largest players in the commercial real estate world. Here are some major changes we expect to see.
SmartKarrot
FEBRUARY 8, 2022
Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth. Ensure that customers derive maximum value from their investments with us and fully leverage the products on an ongoing basis.
Forrester's Customer Insights
FEBRUARY 8, 2022
In 2020-21, when advertisers were making decisions about their advertising investments, times were tough. The cultural environment was precarious and the trajectory of the pandemic more uncertain than now. This sentiment affected advertising in the 2021 Super Bowl. Brands were worried they wouldn’t be able to strike the right tone in a moment in which […].
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