Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out. And you’ve heard that CX engagement begins with getting buy-in, executive alignment, shared vision, thought alignment, or pick-your-favorite-buzzword-de-jour.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start? . That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some of the highlights of the webinar.

Industry 236

Industry Telecommunications Customer Experience Multi-Channel 236

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ). But how do those organizations design CX programs?

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

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Customers

Comm100

NOVEMBER 2, 2022

Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.

Chatbots 217

Chatbots Metrics Average Handle Time Wait Times 217

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 127

Customer Service Training Customer Retention Customers Sales 127

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth. Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations.

Employee Engagement 90

Employee Engagement Culture Engagement Company 90

InMoment XI

NOVEMBER 1, 2022

Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Unfortunately, sometimes the real world being represented by the data is anything but exact.

Analysis 529

Analysis Groups Metrics Airlines 529

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. Picture this: a customer who just bought a new high-end phone might get annoyed navigating a website they feel has a poor online shopping experience.

Banking 62

Banking Trends Customer Experience Self Service 62

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Communication

Lumoa

NOVEMBER 3, 2022

Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls? Then, Lumoa can analyze that conversation to give you key highlights: Deep issue analysis – Lumoa can tell you what the most common issue is among all conversations Advanced AI – Lumoa will ignore non relevant parts of the conversation, such as “hell

Analytics 208

Analytics Knowledge Base Analysis Feedback 208

Alida

NOVEMBER 1, 2022

Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers.

Employee Engagement 130

Employee Engagement Engagement Survey Company 130

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.

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ROI Return on Investment Airlines Call Center 493

ShepHyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

Social Media 118

Social Media Competitive Advantage Brands Customer Experience 118

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. Have you noticed that any time you buy anything you get a survey? While customer surveys have increased, customer survey response rates have decreased.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

The DiJulius Group

OCTOBER 31, 2022

We had been consulting with one of the largest accounting firms in the world, guiding them in building a stronger client experience model. About a year into the CX project, there was still a small percentage of the accountants, including partners, who had not totally bought in. At one of our regional workshops, one of. Read Full Article. The post Going from Greg to Benny: Building a Stronger Client Experience Model appeared first on The DiJulius Group.

Consulting 105

Consulting Groups 105

DemandJump

NOVEMBER 2, 2022

Developing a SaaS marketing strategy is a perfect opportunity for companies to reach their target audience online. Content is the key to making that strategy work. A strong B2B SaaS marketing strategy uses valuable content and search engine optimization (SEO) to drive organic traffic to your website. So what are the essential tactics you should use to create the best B2B marketing?

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B2B Customer Base Marketing Company 105

Beyond Philosophy

OCTOBER 29, 2022

Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s because fear is a powerful motivator. Fear is also a powerful tool for marketers to get customers or potential customers to care about something. So, why does fear motivate us so much? Safety is an important value for all of us.

Marketing 88

Marketing Consulting Video Financial 88

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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?

Customer Experience

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Call Experts

NOVEMBER 4, 2022

An HVAC call answering for your business is an excellent way to improve efficiency and reduce churn. Answering phone calls can save your employees’ time and stop them from providing services in the field, which can cost you real money. 70% of the customer’s journey is based on how the customer feels they are being treated. An answering service can handle customer calls right away, ensuring they are answered promptly and professionally, so your team can focus on responding to service

Industry 98

Industry Training Contact Center Customer Service 98

DemandJump

NOVEMBER 2, 2022

If you’re part of a software-as-a-service (SaaS) marketing team, then you know the importance of identifying the right strategies to attract, engage, and convert prospects into loyal customers.

Strategy 104

Strategy Marketing Software Engagement 104

Merkle

NOVEMBER 2, 2022

With the deprecation of ETAs (expanded text ads) in June 2022 on Google , and February 2023 for Bing, RSAs ( responsive search ads ) are now the required ad type for paid search campaigns. Marketers can no longer edit, add, or enable ETAs. Advanced RSA Optimization (ARO) is designed to deliver efficiencies, actionable insights, and advantages for marketers.

Marketing 98

Marketing 98

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Zonka Feedback

NOVEMBER 2, 2022

The effectiveness and value of your product or service in the marketplace are defined by the kind of experience you are giving to your customers. That’s why good Customer Service is key to a successful business. No matter how good of a product or service you offer, one bad customer experience could mean losing them forever.

Customer Service 98

Customer Service Survey Customers Customer Experience 98

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. A few reasons why she is awesome – Erin is the founder of Content4Good – a consultancy helping organizations improve their culture and engagement ( sounds familiar ), Co-Founder of Amira Health and Family Sparks, award-winning organizations focusing on managing mental health programs, and she was the producer/vice-p

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Culture Leadership Connections Consulting 98

DemandJump

NOVEMBER 2, 2022

Software as a Service (SaaS) marketing is filled with unique challenges. On the surface, marketing your SaaS offering can seem to follow similar steps as promoting any other product or service.

Strategy 98

Strategy Marketing Software Company 98

Adrian Swinscoe

OCTOBER 31, 2022

This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe.

Consumers 98

Consumers Consulting Interaction Management 98

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Zonka Feedback

NOVEMBER 1, 2022

There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal. Why? Well, it’s no hidden fact that it is 5 times more expensive to get new customers than to retain existing ones.

Customer Service 98

Customer Service Measurement Customers Feedback 98

Merkle

OCTOBER 31, 2022

Google’s Helpful Content Update created a buzz throughout the digital marketing industry when it was announced in August 2022. SEOs and digital marketers knew Google was already rewarding well-written content intended to help users, but Google giving a name to this factor indicated a long-term shift in how they prioritize and assess content quality.

Measurement 98

Measurement Industry Marketing 98

DemandJump

NOVEMBER 2, 2022

Consider this: nearly 400 new Software as a Service (SaaS) companies were founded from 2021 to 2022. Competition is growing, and your SaaS marketing needs to be able to set you apart. On top of a saturated market, choosing the right SaaS marketing strategy can be more challenging than in other, more traditional industries.

Strategy 98

Strategy Marketing Software Industry 98