Sat.Apr 09, 2022 - Fri.Apr 15, 2022

Four Tips for Using Customer Data to Improve the E-Commerce Experience

InMoment XI

E-commerce is one of the fastest growing industries of this decade. Thanks to COVID, digital roadmaps across industries have quickly accelerated.

Data 342

5 Case Studies to Improve Your Customer Service

Kayako

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties.

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What are the Benefits of Local Government Chatbots? 

Comm100

The Covid-19 pandemic transformed the way that local governments interact with citizens. Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. .

The CX leader handbook

GetFeedback

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future. Guides

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Boosting Customer Experience by Understanding Your Audience: The Expert Guide

Alida

86% of customers are willing to pay more for a better customer experience. Given that, it's not surprising that two-thirds of businesses compete primarily on the customer experience they are able to provide. Customer Experience

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3 Successful Higher Ed Chatbot Use Cases

Comm100

Nearly one half of US respondents disagree that in-person higher education is worth the cost. Combine this opinion with increasing competition from home and abroad, and you don’t paint the most positive picture for higher education.

Study 130

Learn the 3R Method to De-escalate Angry Customers

Solvvy

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Your Guide to Online Qualitative Research

Alida

Have you ever wanted your relationships with customers to feel more like chatting with a friend? Are you looking for ways to get increasingly valuable data from user feedback? Are you feeling uninspired by techniques that, while effective, don’t allow you to dig deeper into customer emotion?

Enhancing Review Management with ReviewTrackers and Pissed Consumer

ReviewTrackers

ReviewTrackers

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

The Day I Became a Customer Service Expert and Two Important Lessons?

Shep Hyken

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others.

Responding to Customers with Positivity

ModSquad

A colleague shared an experience from their days in retail customer service: A computer-repair company had a customer whose hard drive crashed and caused them to lose everything. The customer was understandably upset and took out his anger on the store’s team.

Mistakes to Avoid When Selecting a CS Platform: Not Having a Modern Mindset

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

How Social Listening Can Improve Customer Reviews

ReviewTrackers

ReviewTrackers

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

The Daniel Group Announces the Launch of Customer Feedback Advanced Insights, Embedded

Daniel Group

CHARLOTTE, N.C., April 12, 2022 (Newswire.com) – Customer Feedback Advanced Insights, Embedded gives The Daniel Group clients access to a suite of customizable dashboards and deep analytics directly from its cloud-based platform, ExperienceConnect.

3 Most Common CX Metrics Questions (And Their Answers)

InMoment XI

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences.

Five Notable Fintech Attributes And Companies

Forrester Digital Transformation

[This post was coauthored by Christy Lano.] Forrester’s latest report on the state of fintech shows that funding for fintech companies not only rebounded (from a decidedly down year in 2021) but has skyrocketed to new, historic heights.

Enterprise CS 101: Establishing Customer Success Quickly

Gainsight

Batman. Spider-Man. Superman. The greatest characters never go out of style. But that doesn’t mean they don’t need updating periodically with a new remake. If these heroes of the big screen don’t stay up to date and relevant, they risk becoming forgotten artifacts of the past. .

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

The community supports our business; we support our community!

NobelBiz

We serve the community by opening the doors to innovation and technology, we offer high-tech employment opportunities for the people in and around Wyoming, and we support youths and young leaders through educational initiatives around technology, digitalization, and leadership.

Making the Switch: How to Evaluate a New Customer Success Platform

Totango

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But what do you do when the platform you’ve been using goes out of business?

Observations On The Atlassian Outage

Forrester Digital Transformation

What Is Going On? One of our less pleasant responsibilities here at Forrester is commenting on serious business, security, or technical failures in the digital and IT industry. Due to its duration and the implications for a subset of the user base, the current Atlassian outage rises to that level.

CX Questions & Answers from the Experience Investigators Community

Experience Investigators

Have you joined one of our live sessions yet? They’re free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly.

Video 79

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.

What is The Call Center Net Promoter Score NPS – and How To Improve It?

NobelBiz

‘’Are your clients willing to refer your products, service or business?’’ This is one of the most important goals for contact centers. Now the best and most quantifiable way to answer this question is through the Net Promoter Score (NPS).

For Referral Marketing to Succeed, you need Excellent CX First!

Daniel Group

For Referral Marketing to Succeed, you need Excellent CX First! This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. Growing your business through referrals is a sound and sustaining way to expand.

SaaS Outages: When Lightning Strikes, Thunder Rolls

Forrester Digital Transformation

Just like with self-managed infrastructure, the key to surviving SaaS outage is knowing the risks, implementing strategies to mitigate and control those risks, and then testing your strategy to make sure it works and everyone knows how to execute in the case of crisis.

PCMag Brought Surveys In-House and Saved $30,000

SurveyGizmo

Since 1982, PCMag has been a trustworthy source for more than 26 million computer owners and users. About 30 years ago, the magazine began running the iconic and highly coveted Reader’s Choice Awards.

How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Learn from the leaders at Digital Experience Virtual Summit ‘22, August 17-18. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Lunch is on us when you attend. Save your spot!