Lumoa
APRIL 18, 2023
As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.
Magellan Solutions
APRIL 19, 2023
8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses. Customer experience is a key aspect for companies trying to increase sales, satisfaction, and referrals.
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Adrian Swinscoe
APRIL 18, 2023
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Invoices may seem like purely procedural documents. But what […] The post Are invoices the key to improving the quality of your customer service experience? first appeared on Adrian Swinscoe.
MyCustomer
APRIL 17, 2023
Engagement Company silos and culture continue to blight CX
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Doing CX Right
APRIL 16, 2023
Zach Picon, Co-owner of Crewfare, shares how he and partners are disrupting the travel industry and tactics to gain a competitive advantage that's applicable to your business too. The post The Competitive Edge: How Disruptive Start-Up Is Winning with Customer Experience appeared first on Doing CX Right.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
eglobalis
APRIL 18, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.
C3Centricity
APRIL 18, 2023
As a leader, you know that customer centricity is critical to the success of your business. However, it is not enough to pay lip service to this concept; you must make it an integral part of your company’s culture and business strategy. In this post, we will explore what customer centricity means, why it is essential, and how you, as a leader, can successfully lead a customer-first strategy adoption in your organization.
ShepHyken
APRIL 17, 2023
Top Takeaways: We go to healthcare providers to address a big problem; our health. Some healthcare practitioners know how to treat symptoms and illnesses; however, they are falling short of making the patients feel like they are human beings with respect and dignity. When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes.
CSM Magazine
APRIL 18, 2023
Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly! What are Customer Insights? As a business owner or manager, your organization’s success relies on just how well you know who your customers are.
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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.
InMoment XI
APRIL 18, 2023
Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market. InMoment’s Simon Benns sat down with her on the recent XI Cafe Podcast to chat with Mary Anne about what you can expect to see at The Customer Show this year, as well as getting Mary Anne’s insi
BlueOcean
APRIL 20, 2023
We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business.
Steve DiGioia
APRIL 17, 2023
An old boss said this to me once. He was pissed at my “continual complaining” about “so many issues”. That was his take on the matter. Mine was different. I was pissed off too. He refused to address the many nagging problems that my team had to deal with every day. Service suffered. Morale suffered. We were refunding money back to customers for mistakes that could have been avoided.
Experience Investigators by 360Connext
APRIL 18, 2023
The post [Experience Action Podcast] Innovate with CX [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Alida
APRIL 21, 2023
Sport fandom is a unique concept: few other cultural phenomena engage and enthral people from all over the world in the way that sport does. As time and technology have evolved, the habit of participating, talking, reading, listening, or watching sports has remained a chosen past-time for billions across the globe.
Comm100
APRIL 17, 2023
All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. Failure to do so can lead to serious monetary and reputational implications. In this blog, we will break down what HIPAA compliant messaging is, why it matters, and why healthcare providers around the world are using Comm100’s HIPAA compliant messagi
TechSee
APRIL 21, 2023
A truck roll is when a technician or service provider drives to a customer’s location to install or repair equipment. They are a necessary part of many customer and field service operations. And there will always be situations where a technician needs to be dispatched in-person to solve a problem with their special skills or equipment. However, a surprising number of visits end up being wasted on issues that could have been easily fixed by customers themselves had they have been given a li
Eptica
APRIL 19, 2023
Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs). Our latest blog post explains what a web UI is and the benefits it provides.
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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.
The DiJulius Group
APRIL 17, 2023
Caring for your employees does not just impact their professional lives and the company’s bottom line. It is impossible to separate one’s professional life from their personal life. If an employee is miserable at their job and works in a toxic environment, their psychological well-being will be impacted. There is an inevitable spill-over effect making.
Totango
APRIL 18, 2023
Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h
Blueshift
APRIL 20, 2023
No email marketer wants to see their customers leaving them, whether by unsubscribing or reporting their emails as spam. High spam complaints and unsubscribes not only means losing potential revenue, but this also can affect the overall deliverability and performance of your future campaigns. These detractors create a negative impression at the ISPs, impact one’s sender reputation, and thus affect inbox placement.
DemandJump
APRIL 19, 2023
Most content marketers can attest to the fact that increasing your rankings on Google search engine result pages (SERPs) is one of the most effective strategies to get more organic traffic coming into your website. And in the long run, growing your organic traffic leads to more prospects, conversions, and revenue for your business. Who doesn’t want results like those?
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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,
2020 Research
APRIL 18, 2023
Finding valuable insights buried in your tracker projects just got easier! Methodify’s partnership with KnowledgeHound enables you to leverage its consumer-grade analysis tools on a project-by-project basis or as part of a comprehensive package, helping you find insights faster and more efficiently while reducing costs. Perform efficient search and analysis on respondent-level survey data.
BirdEye
APRIL 20, 2023
Local lead generation is a great way to reach potential customers in your area and increase your revenue. But how can you generate local leads? In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business. From optimizing your website to leveraging social media, we’ll cover everything you need to know about local lead generation so that you can start growing your business today.
Playvox
APRIL 21, 2023
Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.
DemandJump
APRIL 18, 2023
No one can deny that technical SEO is a critical part of a company’s overall SEO strategy. If your website isn’t user-friendly and runs slower than a snail, Google (and other search engines) won’t let your content rank. Following technical SEO best practices ensures that your website is bug-free, easy to crawl, and offers an enjoyable user experience.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
2020 Research
APRIL 20, 2023
Candela Insights has been partnering with Sago for its research needs for over a decade. So, it was an easy decision to provide support when Candela requested it for a project with one of their clients, a major financial service provider. The Challenge For long-time Sago client Candela Insights, a fellow market research organization specializing in qualitative research, gathering data for a major financial service provider about an ad campaign on a tight timeline was no small feat.
BirdEye
APRIL 17, 2023
Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. Recent statistics reveal the subscription economy will be a trillion-dollar economy by 2025. Another study indicates that 75% of organizations that sell directly to consumers will offer subscription services by 2023.
The DiJulius Group
APRIL 19, 2023
Is a recession coming? Are we already in a recession? One thing is for certain, we have been in a customer service recession since the end of the pandemic. However, unlike every other recession, this one is optional. It is an opportunity for the brands that focus on the experience they deliver to both employees and customers. Read Full Article The post Announcing the 2023 Customer Service Revolution Conference Lineup appeared first on The DiJulius Group.
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