ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-fo

Customer Experience 71

Customer Experience Customer Experience Management Customer Journeys Customer Centricity 71

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience.

Customer Service 130

Customer Service Customers Customer Experience Knowledge Base 130

InMoment XI

OCTOBER 26, 2022

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as

Retail 529

Retail Customer Centricity Customer Experience Customer Insights 529

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions.

Customer Experience 236

Customer Experience Conference Customers Contact Center 236

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

COPC

OCTOBER 25, 2022

Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. . As a global business whose core focus is helping our clients foster strong customer relationships, low turnover and consistent performance are critical.

Employee Engagement 79

Employee Engagement Engagement Contact Center Survey 79

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Some take a holistic view. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. Here’s what you need to know. What Is the Customer Satisfaction Index?

Customer Satisfaction 62

Customer Satisfaction Measurement Customers Effort Score 62

InMoment XI

OCTOBER 24, 2022

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. In fact, surveys typically have a method behind them to gather specific types of data and to make them as effective as possible.

Survey 493

Survey Analysis Data Study 493

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. .

Customers 74

Customers How To Customer Success Customer Journeys 74

Comm100

OCTOBER 24, 2022

It’s a difficult enough task for admissions departments to attract students to their university or college at the best of times. Now this challenge is even bigger. Higher education enrollment is at a record-breaking low. From Spring 2020 to 2022, U.S. post-secondary enrollment dropped by 7.4%. The numbers are even worse for international student enrollment, down 22.7% across the same time period.

Engagement 130

Engagement How To Trends Interaction 130

Speaker: Joe Heather, Deliverect GM (UK&I)

Fast-Moving Consumer Goods (FMCG) and Quick Commerce (Q-commerce) are two vibrant sectors that have undergone significant transformations with the advancements in digital technology. With growing internet penetration and the proliferation of smartphones, consumers' purchasing habits have unsurprisingly evolved. They now demand quick, convenient, and seamless shopping experiences, which both FMCG and Q-commerce sectors strive to provide.

Retail

ShepHyken

OCTOBER 26, 2022

The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .

Customer Service 118

Customer Service Customer Service Training Customer Experience Training 118

InMoment XI

OCTOBER 27, 2022

As business professionals, our lives often involve one or more reports packed with market research data every week, if not every day, providing an onslaught of facts and insights. Most of us have experienced the fatigue and boredom brought about by too many facts and too little learning. So, how can we deliver effective market research data reporting and communication of information and insights in a way that captures the imagination and garners interest and, more importantly, inspires action?

Data 260

Data Marketing How To Study 260

CSM Magazine

OCTOBER 25, 2022

The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office. While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack.

Customer Service 119

Customer Service Customer Experience Survey Customers 119

The DiJulius Group

OCTOBER 24, 2022

“If you had hard times in your family, would you ever consider laying off one of your children?” asks Charlie Kim, founder & Co-CEO of Next Jump. Next Jump is an employee discount platform, used by over 70% of the Fortune 1000 to help their employees save money. Next Jump also offers various apps and. Read Full Article. The post A Company that Offers Lifetime Employment appeared first on The DiJulius Group.

Company 111

Company Groups 111

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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

Customer Centricity

AWS Machine Learning

OCTOBER 26, 2022

Monitoring machine learning (ML) predictions can help improve the quality of deployed models. Capturing the data from inferences made in production can enable you to monitor your deployed models and detect deviations in model quality. Early and proactive detection of these deviations enables you to take corrective actions, such as retraining models, auditing upstream systems, or fixing quality issues.

Data 110

Data Customer Experience Resources Customers 110

Blake Morgan

OCTOBER 27, 2022

COVID transformed the B2B buyer journey, and companies need to adjust their experiences to match. Without a linear journey, companies must provide resources and digital channels to help buyers. Successful B2B companies rely on technology, scalable personalization, and digital tools. COVID changed everything about how we live and work—especially in the B2B space.

B2B 105

B2B Self Service Customer Experience Competitive Advantage 105

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure.

Customer Success 96

Customer Success Customers Customer Centricity Customer Experience 96

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service?

Customer Engagement 101

Customer Engagement Engagement Customers Omni-Channel 101

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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

Feedback

AWS Machine Learning

OCTOBER 26, 2022

In just 5 years, tens of thousands of customers have tapped Amazon SageMaker to create millions of models, train models with billions of parameters, and generate hundreds of billions of monthly predictions. The seeds of a machine learning (ML) paradigm shift were there for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries now have access to its transformationa

Innovation 101

Innovation Training Customer Experience Data 101

Merkle

OCTOBER 28, 2022

As technology and marketing leaders are preparing for 2023, questions will arise regarding which technology advancements should be monitored and planned for. Earlier this fall, I attended Forrester’s Technology & Innovation event where emerging technology trends were discussed at length. These included: .

Technology 98

Technology Trends Innovation Marketing 98

BirdEye

OCTOBER 28, 2022

Customers are bombarded with advertisements every day. If you spend a lot of time online, you already know ads are impossible to escape – but fairly easy to ignore. If you want your business’s ads to stand out in a very crowded playing field, you need to take advantage of Google Seller Ratings. This free tool from Google can help build trust with potential customers and lead to more clicks, higher conversions, and more revenue.

Measurement 98

Measurement How To ROI Customer Experience 98

Inbenta

OCTOBER 27, 2022

More than a million digital retail transactions happen every day. The impact of e-commerce is far and wide, rippling from small businesses to global enterprises. Online marketplaces have been on the rise since the mid-1990s with the launch of well-known sites like Amazon, Alibaba, and many more. Today, we know that there are at least 2.14 billion digital buyers, which represents 27.6% of the 7.74 billion global population.

Ecommerce 98

Ecommerce Chatbots Customer Experience Retail 98

Advertiser: ZoomInfo

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

Touchpoint

AWS Machine Learning

OCTOBER 27, 2022

With environmental, social, and governance (ESG) initiatives becoming more important for companies, our customer, one of Greater China region’s top convenience store chains, has been seeking a solution to reduce food waste (currently over $3.5 million USD per year). Doing so will allow them to not only realize substantial operating savings, but also support corporate sustainability goals.

Retail 98

Retail Financial Customer Experience Training 98

Merkle

OCTOBER 25, 2022

Marketing Mix Modeling, commonly referred to as MMM in the advertising industry, has long been the gold standard when it comes to applying scientific and data-driven techniques to determine budget allocations for marketing and media plans. At its core, MMM involves ingesting the data for every part of the marketing mix (including external factors like inflation rates, competitor prices and beyond) and seeing how those parts influence an outcome.

B2B 98

B2B Marketing Advertising Data 98

Optimove

OCTOBER 27, 2022

This Halloween, put a spell on your customers! Leverage your email marketing campaigns with the most up-to-date, fang-tastic strategies from Optimove email marketing experts. Read on to learn the best email marketing tricks this Halloween. Trick #1 – Email cut-offs and clippings. You, your designer, copywriter, and coding team are just putting the final touches on a boo-tiful email for Halloween filled with ghosts and goblins.

Marketing 98

Marketing Customer Experience Tips Engagement 98

Zonka Feedback

OCTOBER 27, 2022

Introducing the all-new Zonka Feedback: Build amazing products with the Product Feedback Platform, transform Customer Service with help desk and agent surveys, and excel in CX Management with Automation & Workflows. At Zonka Feedback, we believe in always evolving and bringing you solutions that help you measure feedback effectively and use that feedback to build businesses that grow and scale.

Feedback 97

Feedback Customer Service Customers Survey 97

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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

Contact Center

BirdEye

OCTOBER 26, 2022

Scheduling appointments can be a stressful experience for patients. Whether it’s figuring out directions, dealing with traffic, finding a parking spot, or actually scheduling an appointment, there’s a lot that can go wrong before even meeting with a doctor. And while most of these are outside of your control, you can help reduce this stress by taking advantage of a medical appointment scheduler.

Multi-Channel 97

Multi-Channel Customer Experience System Customer Experience Management 97

Kustomer

OCTOBER 24, 2022

To create long-term, positive relationships with your customers, you need to understand how and why they act the way they do. The best way to learn how and why customers do and don’t do certain things? Ask them! While asking customers about their preferences and behaviors may seem relatively simple, many companies don’t know how to truly optimize the customer satisfaction reporting process to learn the most actionable information about their customers.

Customer Satisfaction 93

Customer Satisfaction Report Customers Effort Score 93

Upstream Works

OCTOBER 28, 2022

By: Rob McDougall, CEO, Upstream Works Software. Many contact centers have a large focus on using Artificial Intelligence (AI) applications to provide a level of AI-assisted services via the website. Many companies, when they think of conversational AI, think of chatbots as a default. But – changing demographics aside – one of your largest communication channels is likely still email.

Contact Center 78

Contact Center Chatbots Customer Experience Insurance 78