Sat.Oct 29, 2022 - Fri.Nov 04, 2022

Beyond Buy-in. 5 Stages of CX Engagement

Seaton CX

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.

6 tips for designing customer journeys that deliver value at scale

Totango

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? .

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What is the role of customer experience in the telecoms industry entering 2023?

Lumoa

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023.

CX Design: What It Is, How It Works, and How It Creates Experience Improvement

InMoment XI

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.

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.

The Essential Chatbot Success Metrics

Comm100

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.

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Five Ways to Make Customers Feel Special

Shep Hyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms.

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The Role of Company Culture in Employee Engagement 

COPC

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.

CX 101: What Is a Cluster Analysis? 

InMoment XI

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.

Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

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.

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.

Employee engagement surveys: How employees see surveys

Alida

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

The Basics of an HVAC Call Answering for Service Techs.

Call Experts

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.

Your Top 3 ROI Questions, Answered

InMoment XI

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.

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Build a User Research Process That Respects Your Time and Boundaries

dscout People Nerds

There are unlimited ways to execute your research—but how can you create a process that has less pitfalls along the way

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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.

Predictions 2023: Recession Fears And Talent Constraints Make EX Listening Imperative

Forrester Digital Transformation

To thrive in what will be a particularly challenging year, companies will need to tune in to their employees. Age of the Customer employee experience predictions promoted

Customer Retention Rate Formula and Free Calculator

Genroe

The Customer Retention Rate formula, what goes into it and download a free Customer Retention Rate calculator. The post Customer Retention Rate Formula and Free Calculator appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Customer Lifetime Value Customer Feedback

Qualtrics Announces Consumer Trends That Will Shape 2023

CSM Magazine

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time.

Bringing Humour and Joy into Work with Erin Skillen

Russel Lolacher

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.

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!

Take A Pragmatic Approach To Embrace A Cloud-Native-First Strategy

Forrester Digital Transformation

The era of cloud-native transformation is here. Cloud-native is core to modern IT infrastructure, thanks to the power of the Kubernetes distributed compute backbone.

AirTag: What Is It and Can I Use It to Track My Business Assets?

AirVote

AirVote team often talks to customers about GPS and geolocating. One question that keeps coming from many field equipment operators or portable restroom operators: “Can I use a device like AirTag to track my assets in the field?”.

Amazing Business Radio: Tim Hughes

Shep Hyken

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.

Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet”

CSM Magazine

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays.

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!

5 Actions for B2C Marketers During an Economic Downturn

Blueshift

Some economists suggest that the US will be in a recession within the next few months. At this point, no one is sure. What does this mean for marketers, especially B2C marketers? Keeping a focus on creativity, efficiency, and ROI, and taking a customer-first approach have never been more important.

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Going from Greg to Benny: Building a Stronger Client Experience Model

The DiJulius Group

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.

Ways to Measure Customer Service Performance

Zonka Feedback

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.

What Are the 4 Types of Marketing Strategies?

DemandJump

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. However, SaaS companies need to take these familiar strategies and adapt them to: SaaS Marketing

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!