Heart of the Customer
OCTOBER 23, 2020
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. But if you’ve ever worked within a B2B company, you […].
Kustomer
OCTOBER 23, 2020
Since the dawn of the computer age, engineers and designers have had to consider how humans can, and should, interact with new technology. They designed and implemented interfaces that altered our mental models for exchanging information; we had to learn novel symbols, workflows, and behaviors in order to interact with these new platforms. Basically, we conformed to the computer, not the other way around.
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Myra Golden
OCTOBER 23, 2020
Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.
NobelBiz
OCTOBER 23, 2020
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: How to Reduce Friction and Help People Do Business with You appeared first on NobelBiz®.
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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,
Strikedeck
OCTOBER 23, 2020
Sudha talks about how through structured data management, companies can optimize customer feedback quality to gauge satisfaction levels and responses.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Totango
OCTOBER 23, 2020
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. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.
NobelBiz
OCTOBER 23, 2020
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: What’s the Job of the Contact Center?
Daniel Group
OCTOBER 23, 2020
NMC, Inc. In this video, Kirk Kaiser, Director of Sales Effectiveness, NMC , discusses some lessons learned in his CX experience with Lynn Daniel, CEO, The Daniel Group. Transcript. Lynn Daniel (00:02): Good afternoon, everyone. My name is Lynn Daniel, I’m with the Daniel Group, I’m here today with Kurt Kaiser. He’s director of sales effectiveness for NMC out in Omaha, Nebraska.
NobelBiz
OCTOBER 23, 2020
We asked Shep Hyken, customer support and experience expert, how he’d go about building a customer service department from the ground up and his answers left us both inspired and a bit surprised. Let’s explore what he said together. The post VIDEO: How Do You Build a Customer Service Department? appeared first on NobelBiz®.
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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.
Centercode
OCTOBER 23, 2020
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. But perfecting a product is possible — and with the right methodologies and practices, it’s well within reach.
NobelBiz
OCTOBER 23, 2020
Before Shep Hyken releases his highly-anticipated and highly-possible biography, you've got this short video of him talking about his story getting into customer support and experience. From running magic shows when he was 12 to speaking at international conferences: this is Shep Hyken! The post VIDEO: The CX Magician: How Shep Hyken Started Out appeared first on NobelBiz®.
Kustomer
OCTOBER 23, 2020
Since the dawn of the computer age, engineers and designers have had to consider how humans can, and should, interact with new technology. They designed and implemented interfaces that altered our mental models for exchanging information; we had to learn novel symbols, workflows, and behaviors in order to interact with these new platforms. Basically, we conformed to the computer, not the other way around.
NobelBiz
OCTOBER 23, 2020
It’s time to decide: do chatbots improve customer experience? We asked Shep Hyken, customer experience expert. He says yes, but there’s also a more complicated answer that has to do with how you actually use and program the chatbots for your particular business. The post VIDEO: Do Chatbots Improve Customer Experience? appeared first on NobelBiz®.
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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!
PK
OCTOBER 23, 2020
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 […]. The post Webinar recap: The connected healthcare workplace with Nuvolo appeared first on PK.
Think Customers
OCTOBER 23, 2020
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. In particular, connecting humanity and technology through AI and data strategy are emerging as key priorities to improve the digital-first customer experience and help shape the future of CX.
Optimove
OCTOBER 23, 2020
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. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS Update: Prime Day, Smart Texts.
NobelBiz
OCTOBER 23, 2020
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: Better than Average Every Time Leads to a Lifetime of Loyalty appeared first on NobelBiz®.
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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.
Forrester's Customer Insights
OCTOBER 23, 2020
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.
NobelBiz
OCTOBER 23, 2020
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: Shep Hyken – Be Omnichannel Instead of Multichannel appeared first on NobelBiz®.
Solvvy
OCTOBER 23, 2020
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.
NobelBiz
OCTOBER 23, 2020
This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post Exploring the Magic of Amazing Customer Service: Shep Hyken appeared first on NobelBiz®.
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
OCTOBER 23, 2020
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. In it you’ll read how companies like Wayfair, IKEA, Zenni, Nespresso and others are […].
Oracle
OCTOBER 23, 2020
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.
Forrester's Customer Insights
OCTOBER 23, 2020
COVID-19 accelerated the digital next normal for B2B sales. What lies ahead? Read an overview of our 2021 B2B sales predictions.
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
Forrester's Customer Insights
OCTOBER 23, 2020
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.
Brad Cleveland Blog
OCTOBER 23, 2020
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. They know how to implement processes and procedures that will keep the strategy current and the business moving forward long after they’re gone. How has your strategy held up this year?
Forrester's Customer Insights
OCTOBER 23, 2020
The events of 2020 changed how B2B marketers engage with buyers. Look for the transformation to continue in 2021.
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