Sat.May 21, 2022 - Fri.May 27, 2022

Q&A with Wondrium: The 3 pillars of CX success

Alida

We recently sat down with Susan White Frazier, Director of Market Research at Wondrium (formerly known as The Great Courses Plus), a subscription video streaming service with thousands of courses, documentaries, and nonfiction series, to learn how they are monitoring and encouraging positive customer experience within the entire Wondrium ecosystem.

10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can.

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Guest blog: The Future of Customer Service: Changes & Challenges in 2022

Comm100

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred.

Six Reasons to Attend XI Forum Sydney 2022

InMoment XI

We are just one week away from the XI Forum Sydney on June 1st!

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.

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How Higher Education Suffers Without Digital Student Engagement

Comm100

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it.

The Employee Experience Maturity Path: How Does EX Improvement Impact Customer Behavior?

InMoment XI

This article was originally posted on CustomerThink.com. Sacagawea, a knowledgeable young Shoshone woman, successfully guided Lewis & Clark through the Louisiana Purchase territory, all the way to the Pacific Ocean.

Why You Aren’t Receiving Qualitative NPS Feedback (And How To Fix It)

Retently

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback).

Product-led Growth: What It Is and Why You Need It

Totango

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch.

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

3 Natural Language Processing Examples at Work

ReviewTrackers

ReviewTrackers

Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX

Kate Nasser

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration.

Guest Post: How to Boost Customer Support Employee Productivity for Better CX

Shep Hyken

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service.

What Coke’s Bottle Cap Innovation Reveals About What People Want

Gainsight

Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I I don’t care, you choose,” you know that every decision that gets made is a tiny miracle. .

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Navigating Reputation Management in the Age of Data Privacy and Cyberattacks

ReviewTrackers

ReviewTrackers

Data 101

The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

Beyond Philosophy

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground.

WILL THE OFFICE BECOME EXTINCT?

The DiJulius Group

“I think that the office as we know it, is over,” said Airbnb Chief Executive Brian Chesky, in an interview with Time magazine’s The Leadership Brief. The return to office workplaces has been met with some controversy and has revealed insights regarding how Americans want to work.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

20 Stats About the Benefits of Online Community Forums

Vanilla Forums

Those in the community space (such as ourselves) will defend the value of community forums until the very end. We’ve written an endless amount of blogs and eBooks on the benefits of community, and indeed, our colleagues in the community space have agreed with our assertions every step of the way.

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What’s Next For The Booming Retail Media Market

Forrester Digital Transformation

Welcome to the retail media boom. In the past 18 months, dozens of major retailers launched their own retail media networks while established players planned for expansion, self-service marketplaces, and in-house capabilities. And we don’t see this growth slowing anytime soon.

How to Use Customer Effort Score (CES)?

Zonka Feedback

Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good.

Peloton’s financial troubles are a wake-up call for all companies to be vs. do digital

West Monroe

Peloton was born in the digital era and hit mainstream this decade with the right product at the right time. But nothing stays gold forever. With an unexpected drop in demand and ballooning costs, Peloton is now rushing to evolve in a turnaround effort. The road ahead will not be easy.

Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.

Capture your Perkville leads in GymSales powered by ABC

Perkville

GymSales and Perkville now integrate to create a seamless flow of referrals from one platform to another

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Knowledge Worker Autonomy And It’s Impact On The Employee Experience

Forrester Digital Transformation

As organizations continue efforts to perpetually reduce costs, knowledge worker productivity becomes a key focus. Specifically this means giving knowledge workers the ability to work on their own without assistance from other knowledge workers. Done well, this is autonomy.

Explore 10 Ways Hotels should use Online Survey Tool

Zonka Feedback

When it comes to running a hotel business, it becomes vital to see if you were able to satisfy your guests or not because hotel guests usually share their experiences with their friends and known ones.

WHAT IS CUSTOMER JOURNEY MANAGEMENT, AND IS IT IMPORTANT?

inQuba

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes.

How Great Organizations Empower Customer Experience Teams

Speaker: Conference Speakers

Learn from the leaders at Digital Experience Virtual Summit ‘22, August 17-18. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Lunch is on us when you attend. Save your spot!