NICE inContact
OCTOBER 26, 2021
Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey. According to Gartner’s 2020 CEO Survey, 80% of businesses plan to increase their spending on digital technology.
InMoment XI
OCTOBER 28, 2021
In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department! I often talk about customer experience lying at the intersection of communications, operations, technology, and employees.
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Help Scout
OCTOBER 26, 2021
SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.
Steve DiGioia
OCTOBER 26, 2021
The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them. There is mutual agreement of cooperation on both sides created by the efforts of each. A business can and will dictate work rules and responsibilities.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
NICE inContact
OCTOBER 25, 2021
Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
OCTOBER 27, 2021
Imagine doing a research study on the experience of driving a car, but all the participants are exclusively motorcycle users; inevitably the results will be useless for the research we aimed for. This type of error that occurs when conducting a research study with a poor selection of participants is known as sampling bias , and can be prevented by always selecting participants at random and from different contexts.
Alida
OCTOBER 26, 2021
Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX). New product features include AI-driven text analytics and dashboards, improvement to administrative tasks for Alida Touchpoint users, and easier integration into 100s of third-party customer systems.
NICE inContact
OCTOBER 24, 2021
If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier. It’s even easier when you work with NICE CXone, which offers Business Transformation Consulting services to help navigate the transition.
Comm100
OCTOBER 25, 2021
Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions. Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences.
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.
Bill Quiseng
OCTOBER 24, 2021
Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life. Servitude is having no freedom, consigned to a lifetime of misery and boredom. Service is not servitude.
ShepHyken
OCTOBER 27, 2021
“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.
TechSee
OCTOBER 27, 2021
When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. But not all voice-based calls are considered equal. The quality of an agent-customer interaction is impacted by the customer’s ability to describe the problem accurately, the agent’s skill level in diagnosing the issue, and individual
Comm100
OCTOBER 28, 2021
As higher education institutions look for new ways to engage their students, many are turning away from traditional phone support to invest in accessible and mobile-friendly technologies like live chat. Live chat allows students to reach out on their own terms using their preferred method of communicating. However, while live chat offers many benefits for both students and schools, it’s even better when paired with automation, and particularly AI chatbot s.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Eptica
OCTOBER 29, 2021
Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Published on: October 29, 2021. Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges?
ShepHyken
OCTOBER 25, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.
The DiJulius Group
OCTOBER 26, 2021
It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming unruly, disrespectful, displaying both verbal and physical abuse in certain industries such as airlines, hotels, and restaurants. First off, I want to be clear, ANY type of abuse towards employees is totally unacceptable and should. Read Full Article.
Comm100
OCTOBER 25, 2021
Engaging with students is difficult in higher education. Engaging with international students is even more difficult. Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. Poor engagement can have a severe impact across the student experience – results, satisfaction, and even dropout rates.
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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?
Kate Nasser
OCTOBER 24, 2021
What customer experience vibe do customers get from your brand? Here are 6 ways the best create a generous vibe to keep customers coming back! The post Customer Experience Vibe: Are You Being Generous or Greedy? #cx appeared first on KateNasser.com.
Beyond Philosophy
OCTOBER 28, 2021
Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience Economy , and Lewis Carbone, Customer Experience expert and speaker, and founder of ExpereinceEngineering.
Clarivate
OCTOBER 25, 2021
This year, Clarivate acquired Bioinfogate , a leading provider of analytics solutions in the life sciences and producer of the OFF-X portal. The move further expands and integrates drug toxicity data and translational safety intelligence from OFF-X into all aspects of the life science cycle. In combination with the Clarivate portfolio of solutions, Bioinfogate provides critical translational safety intelligence alongside robust drug pipeline and clinical research information – allowing biopharm
dscout People Nerds
OCTOBER 28, 2021
It’s easy to feel intimidated when people question your sample size. The trick (or treat) is choosing the right method and backing up your data with additional research.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Help Scout
OCTOBER 27, 2021
The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.
Heart of the Customer
OCTOBER 28, 2021
The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making. It helps categorize business issues, enabling you to respond more effectively…and in the process, create a successful, science-based approach to improving customer loyalty. The framework defines five states: Simple (aka Obvious, Clear) […].
Zonka Feedback
OCTOBER 29, 2021
According to research by Grattan Institute , a well-developed strategy to collect student feedback can improve teachers’ effectiveness by 20-30%. And how students are taught has a direct impact on their academic performance and overall success. Be it universities, coaching institutes, or colleges, you can collect student feedback around the quality of seminars, study material, projects, teaching strategies, etc.
Clarivate
OCTOBER 29, 2021
In 2020, Clarivate announced a new world-leading Center of Excellence in Chandler, Arizona. Today, the Center has been recognized as one of the top 100 stakeholder businesses in the city by the Chandler Chamber. Read more. On behalf of the worldwide customer care team and our executive leadership team I’m proud to share that our Chandler Center of Excellence (CoE) has been identified as a key employer that help shape the future of the area.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
BirdEye
OCTOBER 29, 2021
29 days. As a small business owner, you’re likely faced with a number of recurring expenses in the next 29 days – employee payroll, vendor payments, loan payments, and much more. Yet, on average, 29 days is how long it takes for small business owners to get paid by customers. Leaving 32 % of small business owners unable to pay themselves, employee payrolls, vendors, or loans.
FiveStars
OCTOBER 27, 2021
Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.
Kustomer
OCTOBER 28, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Both have experience in service and support and are celebrating customer service week with their agents.
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