Sat.Aug 27, 2022 - Fri.Sep 02, 2022

6 Steps to Level Up Your Digital CS

Gainsight

Customer success (CS) is on fire. With the ups and downs of the economy , companies continue to increase their investment in CS. At the same time, they struggle to hire enough Customer Success Managers (CSM) to cover their entire client base, leading to the need to do more with less. .

eBook 52

CX 101: Everything You Need to Know About the Customer Satisfaction Survey

InMoment XI

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services.

Survey 393
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Four ways technology is changing consumer behavior

Alida

To ride the technology wave, companies must keep their ear to the ground and match innovation to their customers’ needs. Customer Experience

The Need for Speed in Customer Service

CSM Magazine

Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips and doing so at speeds that continue to increase. In a nutshell: We want what we want—and we want it now!

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

How Your Multi-Channel Customer Support System Is Damaging Your Brand Reputation & 8 Steps To Avoid It

Omnicus

Poor customer service is costing businesses more than 75 billion dollars a year. That number should scare you – or at least inform you that most contact centers will (and should) consider how they can up their game in the years to come. Discover exactly what it takes to deliver incredible customer experiences visit after visit, call after call. In these strange and challenging times, companies are facing the difficult task of increasing their profits without sacrificing their level of service.

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Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills

Kate Nasser

Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? Care sooner! Kate Nasser, The People Skills Coach™. The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com.

What is Customer Experience Automation (ACX) and How Can You Do It?

Zonka Feedback

You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.

How to Improve Customer Retention

InMoment XI

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more.

CCO + CMO: Unstoppable Duo for Business Growth

Vanilla Forums

Recently, Higher Logic CCO, Jay Nathan, sat down with some special guests to discuss the importance of the relationship between the Chief Marketing Officer (CMO) and the Chief Customer Officer (CCO). Marketing Customer Success

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Service Revenue as a Percent of Total Sales (2022)

Middlesex Consulting

As a consultant, I talk with a lot of people. At some point, the conversations go like this: Prospect: How large can I grow my service business? Me: First, let’s get the question straight. You are asking me how large can I make service revenue as a percent of total sales. Right? Prospect: Right.

NPS vs. Social Media For Market Research

Retently

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram.

How to Create Winning CX Surveys for Bank Customers

InMoment XI

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

Survey 390

Key Remote Support Capability Features To Check Off Your List When Selecting A Visual Engagement Provider

TechSee

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer 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, resulting in reduced agent burnout and increased employee satisfaction and retention.

The Myth Of Experience

Beyond Philosophy

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know.

Quiet Quitting Isn’t the Problem. Your Managers Are.

Integrity Solutions

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. This max exodus of talent may be slowing down a bit, but it’s far from over.

How to Create Winning CX Surveys for Bank Customers

InMoment XI

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

Survey 381

Omnies 2022 Winners & Honorees: Congratulations to the Leaders in Customer Engagement

Blueshift

One of the best parts of my role as product marketing manager here at Blueshift is partnering with our customers and shining a light on the moments of joy they build for their customers.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

Meet The New Analyst Focusing On Master Data Management, Data Governance and Data Quality: Jayesh Chaurasia

Forrester Digital Transformation

Who am I? Even though I was born in a small town in the northern part of India, I have spent most of my life in the glorious city of Mumbai where I earned my degree in mechanical engineering. Dancing on the high beats of Bollywood music rejuvenates me! I moved to the United States […].

Top 10 Most Powerful Shopify Automation Tools for Ecommerce

kommunicate

Last Updated on September 2, 2022 There are few things that come close to the chaos of running an E-commerce business. There are countless tasks that one must complete within a tight timeline if customer satisfaction and loyalty are to be upheld.

Why Community needs a seat at the table (and how to get one)

inSided

Welcome to first post in our Pulse 2022 blog series! AKA the Pulse cheat sheet of your dreams.) We're sharing key lessons and digital strategy from experts in Community, Customer Success, Product and more. Let's go! Community

Blueshift + Sinch: Supercharge Two-Way Conversations With AI

Blueshift

Smartphones are ubiquitous. Fully 85% of American adults own at least one smartphone, according to Pew Research. About three in 10 adults under age 30 say they are dependent on their smartphones, while 44% of 18-49 year olds go online almost constantly. .

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Announcing The Forrester New Wave™: B2B Conversation Automation Solutions, Q3 2022

Forrester Digital Transformation

Marketers and technology vendors alike are rethinking approaches to engagement and enablement in response to the consumer-like behaviors of B2B buyers, heightened expectations for digital experiences, and the demands of a modernized workforce.

When Usability Testing Has Done Its Job, Consider Visual Testing Next

dscout People Nerds

Usability testing has its time and place—but sometimes it can’t compare with effective visual testing

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Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance

CSM Magazine

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

A Great CX Project Lead Has These 5 Characteristics

The DiJulius Group

After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.