October, 2022

The Importance of CX During Economic Instability

IntouchInsight

Rising inflation and concerns about economic instability have both brands and consumers concerned. But, after years of pandemic-related restrictions and guidelines, no one wants to give up their "new normal". This makes customer experience programs even more important than ever.

5 Challenges Facing Your Customers and Brands, and What They Mean for Your CX Program

InMoment XI

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally.

Brands 433
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Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies?

Customer lifetime value: The most important metric everyone overlooks

Alida

Customer lifetime value (CLV) is not a new concept. It’s the total revenue from a customer over the entire duration of their relationship with your business , from first to final purchase. Customer Experience

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Customer Success Team Structure: Four Best Practices

Totango

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results.

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3 Necessities for Seamless, Stand-Out Retail Experiences

InMoment XI

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address.

Retail 393

5 strategies for managing customer expectations

TeamSupport

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

Customers are changing — are you?

Alida

It’s no secret that customers are capricious. However, as we navigate an era of change, it’s easy to feel like this is the most volatile period in business history. Customer Experience

Changing Your Loyalty Program? Here’s What To Consider

Forrester Digital Transformation

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic.

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

The Best Customer Experience Conferences in 2023

Lumoa

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to.

Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry

Comm100

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations.

Survey Methodology

InMoment XI

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions.

Survey 407

What Is a Journey Health Score?

Shawn Phillips

Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Call Routing: Functionalities, Advantages and Strategies for Contact Centers

Mounim Benharouga

NobelBiz | Blog. Call Routing: Functionalities, Advantages and Strategies for Contact Centers Published on 02

CX Tech Top-Ups: All Treats, No Tricks, New Features!

IntouchInsight

Happy Halloween and happy new features! This month we are happy to announce that we have launched several new features across the Intouch Insight Platform, IntouchCheck™, and IntouchSurvey™. Product Updates

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Product News – September 2022

Lumoa

Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer.

Guest Blog: 10 Chatbot Features That Make Your Bot More Helpful to Customers

Comm100

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat.

Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue. Sign up today!

5 Things We Learned from EMEA Customer Experience Experts at XI Forum Europe

InMoment XI

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success!

Survey Says: Close the Loop!

Shawn Phillips

Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started

Survey 150

How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?

Mounim Benharouga

NobelBiz | Blog. How to Measure the Return On Investment (ROI) Of Your Contact Center Solution

Intouch Insight's 2022 Drive-Thru Study

IntouchInsight

The 2022 Annual Drive-Thru Study is here! This study was first launched 22 years ago and is the leading industry benchmark for drive-thru performance. It examines how ten of the top quick serve brands rank for key metrics like speed, accuracy, and friendliness. Restaurant Data & Reports

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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

10 Steps to Turn Trend Following into a Competitive Advantage

C3Centricity

Most major organisations follow societal trends today – and that’s a huge problem! Think about it. They are all following the same trends, attending the same trend “shows” & conferences, and getting the same or at least very similar reports.

Dorm Room Movers grows its business with cutting-edge messaging - Zendesk

Steve Lacoss

Dorm Room Movers offers storage, moving, and shipping services with cutting-edge conversational CRM powered by Zendesk messaging

7 Steps for Implementing a Closed-Loop System

InMoment XI

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience.

System 400

Kustomer Pricing: Here's what you need to know

Omnicus

Before purchasing your customer service software, I recommend always scheduling a demo with customer success to let them show you how you can reach your full potential and the goals you’ve set for your customer success team. Also, when looking at different price tiers, keep in mind that as your needs evolve, pricing change quite a bit if you’re on the Kustomer platform. Let’s dive in!

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!