Fri.Oct 23, 2020

3 Tips To Manage the Lost Voice of the Last Customer

Heart of the Customer

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.

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Guest Post: Transactions Are Dead, But Customers Live On


This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore.

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7 Customer Onboarding Best Practices


Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward.

How to Ask Demographic Survey Questions like a Pro

ProProfs Chat

When was the last time you created a survey but had second thoughts regarding the inclusion of demographic questions? Yes, we all are reluctant to share our personal information on age, gender, or income. Even if the survey promises to keep it anonymous, we still have our inhibitions.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Is Product Perfection Really Attainable?


Imagine: A delightful, bug-free product springs fully formed from your PRD and lands directly into your customers’ waiting hands. Seems impossible? That’s only because…it is. No product is perfect at the start.

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How to Capture, Organize and Distribute Customer Feedback as Structured Data


Sudha talks about how through structured data management, companies can optimize customer feedback quality to gauge satisfaction levels and responses. Customer Success

Webinar recap: The connected healthcare workplace with Nuvolo


Many healthcare organizations today face the challenge of managing multiple systems across multiple teams. When an issue arises, such as a piece of equipment malfunctioning, operations teams can better solve […].

US Election 2020: The Impact of the Second Presidential Debate

Brandwatch CX

React US Election 2020


AI and Data Top CX Trends in Forrester Predictions

Think Customers

At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Oct 23 – Customer Success Jobs


Role: Director, Customer Success Location: Boston, MA, US Organization: Carbonite In this role, you will be responsible for driving strategy and success across the Americas Customer Success team.

Watch: How to Make Your Dashboard Insightful, B2CRM News Update, and CRM Analysis on Brooks Running


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on how to make your dashboard insightful, and a deep analysis of Brooks Running.

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How a Customer Success Platform Can Be Your Single Source of Truth


Source: Unsplash. A single source of truth (SSOT) is a manner in which you can make data accessible to your staff and employees across an organization.

Improve eCommerce Customer Experience with Chatbots & Automation


The most overused cliche in business over the last 20 years has been “The internet changed everything.” ” As tired as it is, however, this saying holds true in the case of retail brands. . According to Statista , eCommerce accounted for 16.1% of all retail sales in the U.S. in Q2 2020 (up from 10.8% in 2019). Consumers increasingly turn to the internet for product information and to make purchases.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Adobe Wants To Make 3D An (Augmented) Reality

Forrester's Customer Insights

Adobe is doubling down on its 3D support, betting that the format will power more omnichannel experiences in the years to come. And they’re right. Adobe’s vision for 3D is in line with soon-to-be-published research that Ryan Skinner and I wrote.

A Solution to Remotely Onboarding and Training Employees

Smarter CX

Onboarding and training usually fall on a specific department, trainer, or employee within an organization. But with new hires starting and existing employees requiring training, how does a company take care of its training needs when everyone’s working remotely? Working from home isn’t exactly new anymore. As organizations handle the repercussions of COVID-19, the task of onboarding and training employees now needs to accommodate a reimagined remote work reality.

Predictions 2021: Grounded Sellers Fly In The Face Of Old Norms

Forrester's Customer Insights

COVID-19 accelerated the digital next normal for B2B sales. What lies ahead? Read an overview of our 2021 B2B sales predictions. Age of the Customer B2B Marketing prediction Sales B2B b2b sales Channel Marketing Predictions 2021 Sales Enablement

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Keep Your Strategy Current

Brad Cleveland

When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Predictions 2021: B2C Marketing Goes Local And Retention-Based

Forrester's Customer Insights

B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world. Age of the Customer B2C Marketing customer loyalty marketing measurement & optimization prediction retail loyalty

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Predictions 2021: Trust, Safety, And Inclusion Will Be At The Core Of Customer Experience

Forrester's Customer Insights

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses

Forrester's Customer Insights

The events of 2020 changed how B2B marketers engage with buyers. Look for the transformation to continue in 2021. Age of the Customer B2B Marketing prediction

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How Luxury Brands Must Close The Digital Gap

Forrester's Customer Insights

Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then luxury brands have moved from relative inertia to a range of activities, from technology upgrades to partnerships and acquisitions.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Blick voraus: Was europäische Entscheider in 2021 erwarten dürfen

Forrester's Customer Insights

Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels.

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