Thu.Sep 17, 2020

The Power of Personalized Customer Experiences


Zahra talks about the benefits of building a personalized customer experience. Customer Success Customers Onboarding saas value realization

Enabling an Agile Workforce for Organizational Success

NICE inContact

The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues.

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What Do They Think of Me? – Tip #16

Steve DiGioia

Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against.

Tips 159

How Contact Centres Have Evolved in 2020: Four CX Transformations You Can’t Miss

NICE inContact

2020 has transformed the way life looks both inside and outside the workplace, with a lasting impact that’s still affecting contact centres around the world. What does the global COVID-19 pandemic mean for contact centres? How are customers and agents evolving?

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!

How the Community Implementation Process Works at Vanilla

Vanilla Forums

So, you’re here because you want to get a snapshot of what your community implementation process would look like with Vanilla Forums. Completely understandable, and you’ve come to the right place; this blog will provide you with an overview of what your journey with us would be like.

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Transforming Customer Service – What to Look for in a Conversational AI Tool

CSM Magazine

Demand for immediate, 24/7 support is at an all-time high. With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications.

Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out.

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program


That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather.

How to Give a Customer Bad News with Surprising Confidence (and without negative backlash)

Myra Golden

We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” ” “We’ve temporarily closed a number of our call centers for the safety of our employees.

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!

I Took 1 Million Steps to Stay Positive Through Zoom Quarantine


Emmanuelle Skala is the SVP of Customer Success at Toast, and I respect the heck out of her. She recently posted about managing “Zoom fatigue,” which prompted me to share what I’ve done to cope with 2020. I’ll say upfront that I am super privileged.

Establishing Your Voice on Cross Functional Teams

One Millimeter Mindset

How do you establish your voice when working with cross functional teams? For some of you, this idea is completely daunting. Because cross functional teams have lots of “those” people on them. You know.

Mozilla Produces Immediately Actionable Feedback by Injecting the Voice of the Customer Throughout the Organization


“Getting surveys up and running fast, and then sharing the data as we collect it, helps give stakeholders preliminary feedback they can see using the built-in dashboards,” said Tyler Downer, Quantitative User Researcher at Mozilla.

Customer Service Channels Effective for Your Business

Magellan Solutions

These days, when choosing or purchasing products or services, clients tend to identify the most appropriate platform to use. The recent ATG study reveals that 30% of consumers use three or more customer service channels for a single transaction.

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.

Plan Ahead Before Building a Survey (Needs update Help Links)


By Cameron Settle. When building your survey it’s important to lay out a clear process before you start. Begin by asking: What information am I looking to collect? How will I be distributing my survey? How long will the survey remain live? How do I want to use the data I collect?

5 Customer Experience Competencies to Drive Business Growth


In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience.

ECJ Ends the EU-US Privacy Shield, Alchemer Customers Not Impacted


By Desiree Robinson, Director of Information Security and Compliance . On July 7, the Court of Justice of the European Union (ECJ) invalidated the EU-US Privacy Shield framework in its ruling in Data Protection Commissioner v. Facebook Ireland and Maximillian Schrems (Case C-311/18).



As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers.

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!

Creating Engaging Content Experiences within a Virtual Event


It’s hard to believe that Influitive Live 2020 was already a month ago! Like many other companies, we had to pivot to a virtual event which brought both opportunities and challenges.

Resort Trades Webinar with David Stroeve


Join David Stroeve for the Resort Trades Lunch Bunch webinar as he shares strategies and principles to increase your marketing effectiveness and company profits. The post Resort Trades Webinar with David Stroeve appeared first on CustomerCount. Events webinar

How to improve business outcomes with an insights-driven customer experience management program


Data-driven brands and insights-driven brands are heading in different directions. In “Build An Insights-Driven Business”, Forrester reports, “Insights-driven organizations are growing at an average of more than 30% annually and are on track to grow eight times faster than global GDP.”.

5 Ways Voice Analytics Software Plays an Integral Role in Improving Customer Experience

CSM Magazine

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service.

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 community in empowering your customers, and generating value for your business.

September 17, 2020 – Personalization: when is it too personal?


The post September 17, 2020 – Personalization: when is it too personal? appeared first on Optimove. library


Creating a strong value proposition in challenging times

Hello Customer

Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times.

Caught in the Web: Stories of a Broken Journey


As a marketer, I recognize the aspiration to deliver the perfect customer journey, where you address all your customers in a personalized manner, with content that is both relevant and timely. In digital marketing, it starts with creating automated journeys for every segment we can think of.

PSECU Brings Life to Virtual Assistants


When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.