Sat.Oct 17, 2020 - Fri.Oct 23, 2020

How Understanding Shoppers Can Save Retail

C3Centricity

We need to better understand shoppers. Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%.

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7 Customer Onboarding Best Practices

Totango

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward.

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How To Make “Voice of Customer” Your Game Changer

Doing CX Right

Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place. Consider coffee, for example.

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO).

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

How to combat shopping cart abandonment on your website

GetFeedback

Three common issues that lead to shopping cart abandonment on websites and how to use feedback to overcome them. Articles

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An Introduction to Customer Journey Storyboarding

Experience Investigators by 360Connext

Digital Customer Service Is More Than Just A Channel

NICE inContact

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience.

How to combat shopping cart abandonment on mobile

GetFeedback

Three reasons why users abandon shopping carts on mobile devices and how to overcome them. Articles

How To 212

Calabrio honored as a Fast 50 Company — What does it mean for us, and you?

Calabrio

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

7-Eleven Elevates Customer Experience With Its New Mobile App

CXS

We looked at an interview conducted earlier this year with Chain Stone Age and Jerry Campbell, a speaker of the Customer Experience Strategies (CXS) Summit.

New survey: What do customers expect from service providers during COVID-19?

TechSee

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery.

Compare Yourself to the Best

ShepHyken

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base.

14 Hospitality Technology Tools for Digital-First Hotels and Providers

ReviewTrackers

ReviewTrackers

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

A smarter approach to call deflection and self-service

Talkdesk

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again.

Be True To Yourself and Your Business – Tip #21

Steve DiGioia

We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out.

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Do You Have a Strong Service Breakdown Plan?

Wired and Dangerous

Customers have changed! Nearly 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.

3 Tips To Manage the Lost Voice of the Last Customer

Heart of the Customer

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers

UJET

Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too.

Reviews and SEO: A Powerful Combination

ReviewTrackers

ReviewTrackers

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3 ways to provide safe service + elevate your customer experience management program in a pandemic era

SMG CX

The heightened expectation for a safe + clean experience has left brands across industries questioning: Do customers still want in-person assistance? CX Programs

Gainsters of Gainsight: Meet Minh Phan, Senior Director of Product Management

Gainsight

Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Protect, respond and recover: 3 pillars for remote security in the contact center

Talkdesk

Remote contact centers present unprecedented challenges. A major shift to working from home has sparked new concerns for security officers who worry about the possibility of a data breach damaging the entire organization. Most (78%) IT leaders say employees have put data at risk in the last year.

Guest Post: Transactions Are Dead, But Customers Live On

ShepHyken

This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore.

How to Ask Demographic Survey Questions like a Pro

ProProfs Chat

When was the last time you created a survey but had second thoughts regarding the inclusion of demographic questions? Yes, we all are reluctant to share our personal information on age, gender, or income. Even if the survey promises to keep it anonymous, we still have our inhibitions.

Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers

UJET

Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too.

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.