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InMoment XI
APRIL 20, 2022
It’s a commonly held belief among many brands—and the customer experience (CX) vendors that partner with them—that all it takes to solve your business challenges and meet CX goals is to turn on as many listening posts as possible.
Alida
APRIL 19, 2022
68% of men and 64% of women claim to have felt an emotional connection with a brand. And when that happens, they are much more likely to buy - even at a premium cost - and become loyal customers. Brand Experience
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Shep Hyken
APRIL 20, 2022
There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. .
IntouchInsight
APRIL 19, 2022
Data driven decisions yield results. It’s why our suite of software and services are built around driving actionable insights from customer and operational data.
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When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.
InMoment XI
APRIL 18, 2022
In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Comm100
APRIL 21, 2022
Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members.
IntouchInsight
APRIL 20, 2022
Here at Intouch Insight, we are continuously releasing new features and product enhancements. This month we introduced new features to the Intouch Platform and to IntouchCheck™ that will make analyzing data as simple as possible. Intouch Platform.
InMoment XI
APRIL 19, 2022
Did you know that April is designated as Stress Awareness Month? Merriam-Webster defines stress as “a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation.”
Alida
APRIL 21, 2022
The bi-annual event plans to deliver on its title (Experience, Reimagined) by shedding light on how to move back from reactive to proactive CX designing. Alida Activate '22
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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.
Comm100
APRIL 21, 2022
Customer support has become a key differentiator in the marketplace today, and it’s no different in higher education. Today’s students have sky-high customer service expectations, driven by B2C experiences, technological developments, and even Covid-19.
The DiJulius Group
APRIL 19, 2022
The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric.
Shep Hyken
APRIL 22, 2022
This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success.
InnerTrends
APRIL 20, 2022
You may be asking yourself: What’s the difference between product analytics and web analytics? And when do you need one versus the other? Let’s find out.
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Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!
Forrester Digital Transformation
APRIL 22, 2022
Automation, artificial intelligence (AI), and analytics are eating into marketers' roles. But with that change comes opportunity. B2B Marketing Marketing Operations Marketing Technology (martech
Gainsight
APRIL 21, 2022
When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! . Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding.
kommunicate
APRIL 20, 2022
Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. Usage: “No industry is immune to digital disruption.”
COPC
APRIL 18, 2022
Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting customer service channel strategy right can help organizations reduce operational costs and increase customer satisfaction.
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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.
Forrester Digital Transformation
APRIL 21, 2022
Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space.
Gainsight
APRIL 19, 2022
One of the most powerful tools in a Customer Success (CS) leaders’ arsenal is a data-driven 360 view of a customer scorecard.
Totango
APRIL 18, 2022
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.
Russel Lolacher
APRIL 16, 2022
In this episode of Relationships at Work, Russel chats with executive leadership coach, CEO and Dare to Lead facilitator Diane Lloyd on the importance of vulnerability and in bringing your full self to work.
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We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.
Forrester Digital Transformation
APRIL 20, 2022
Alongside the COP26 Conference, many businesses communicated their green pledge and how much they are acting to protect the environment. Expect more of this to happen this week, with Earth Day falling on Friday, April 22 — and get ready to see many brands accused of greenwashing.
COPC
APRIL 18, 2022
Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting channel strategy right can help organizations reduce operational costs and increase customer satisfaction.
Heart of the Customer
APRIL 22, 2022
Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy.
SurveyGizmo
APRIL 19, 2022
Alchemer’s commitment to data privacy and security incorporates multiple layers of internal and third-party technologies, features, and controls.
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How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!
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