InMoment XI

JANUARY 10, 2022

It’s popular to believe that COVID-19 created the unprecedented employee exodus we’ve all come to know as The Great Resignation. For months now, we’ve seen brands struggle to retain employees as millions of workers across virtually every sector of the economy and society leave their jobs, citing a similarly diverse range of reasons for leaving. These include, but are by no means limited to, insufficient pay, hazardous work environments, and having to put up with belligerent customers.

Employee Engagement 493

Employee Engagement Engagement Employee Experience Connections 493

Bill Quiseng

JANUARY 10, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Leadership 167

Leadership Culture Loyalty Engagement 167

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Customer interactions aren’t what they used to be, and if you’re wondering whether your contact center operations are meeting expectations or if it’s time to innovate, keep r

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.

Meeting 246

Meeting Culture Exercises Connections 246

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Customers

InMoment XI

JANUARY 13, 2022

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incred

Case Study 493

Case Study NPS Survey Analytics 493

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3% for the forecast period. There are more than 300,000 property management companies in the US alone.

Management 109

Management Self Service Technology Video 109

Uniphore

JANUARY 14, 2022

WEBINAR. Strategic roadmap to deliver new-age customer experiences. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? Customers are vouching for brands that empower their agents and treat employees better.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

The DiJulius Group

JANUARY 10, 2022

In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed. It is no longer about building a perception. Read Full Article. The post Chief Marketing Officers Need to Adapt or Risk becoming Extinct appeared first on The DiJulius Group.

Marketing 137

Marketing Groups Brands 137

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Published on: January 10, 2022. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

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Communication

Zeisler Consulting

JANUARY 12, 2022

I had a support incident a while back with one of the service providers we use in our home. In fact, I had two incidents in close succession with two different brands. Each situation was similar in nature: There was a technical issue that was quickly and easily rectified, but on further inspection (the technical issue brought to light), I realized that I wasn’t really getting what I’d expected out of the services I was paying for.

Effort Score 93

Effort Score Customer Centricity System Airlines 93

Merkle

JANUARY 12, 2022

In today’s landscape of fragmented consumer behavior, media consumption, and attention spans, strategic partnerships present exciting opportunities to introduce brands to consumers in new and unexpected ways. Over time, partnerships can achieve a variety of customized goals and initiatives unique to each brand’s needs and vision.

Consumers 110

Consumers Brands Customers 110

Blueshift

JANUARY 12, 2022

Imagine this: you’re a marketer who’s trying to sell a streaming service or social media platform to a goldfish. Sounds tricky, right? Considering the theory that’s been swirling around the past few years — that humans now have an eight-second attention span. The post Keep Subscribers Coming Back with These Top 5 Omnichannel Campaigns appeared first on Blueshift.

Omni-Channel 105

Omni-Channel Social Media Marketing Customer Experience 105

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. While businesses and consumers had embraced and integrated e-commerce and social shopping into their company structures for some time, the last two years accelerated those efforts with dizzying speed. In this new era of retail, small businesses are enjoying a spotlight reflective of this moment in time.

e-support 105

e-support Effort Score Retail Analytics 105

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.

Retail

Heart of the Customer

JANUARY 13, 2022

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me. But I’m calling […]. The post Don’t Leave Your Customers Stranded appeared first on Heart of the Customer.

Course 88

Course Customers Customer Experience Company 88

Beyond Philosophy

JANUARY 8, 2022

We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationships are more difficult than others, for sure. That is to be expected in any organization. However, there are other customer relationships that have moved beyond difficult. The costs of the resources it takes to manage the many aspects of doing business with them has outgrown the revenue the generate.

How To 89

How To Customer relationships Financial Consulting 89

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological in

Customer Success 95

Customer Success Management How To Leadership 95

Clarivate

JANUARY 14, 2022

Highly Cited Researchers 2021 are based at more than 1,300 institutions. In this interview, we speak with Korea University about how it encourages collaboration, facilitates career growth and accelerates innovative research. 1. Do you have programs to celebrate Highly Cited Researchers? Korea University promotes various projects to create a research-friendly ecosystem with a focus on social contribution through researcher-centric and practical research along with knowledge creation.

Case Study 98

Case Study Study Analysis Trends 98

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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?

Customer Experience

Adrian Swinscoe

JANUARY 13, 2022

Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]. The post 8 customer-experience-related predictions for 2022 first appeared on Adrian Swinscoe.

Customer Experience 98

Customer Experience Customers 98

Kustomer

JANUARY 12, 2022

Workflows are one of the most powerful features of the Kustomer platform. You can build a Workflow to automate just about any process you see fit, from eliminating tedious manual tasks, to integrating with another connected app outside of Kustomer. This can sometimes be a double-edged sword, as Workflows can get very robust and dense quite quickly. It becomes imperative to understand what data you are sending from one step to the next within your Workflow.

Data 98

Data How To Knowledge Base Examples 98

Kapta Customer Success

JANUARY 10, 2022

Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. However, it can be extremely overwhelming to establish a process, but without one, you have no real way to track results and fix what isn’t working. Kapta provides a process roadmap and all of the tools to back it up so that your key account team can focus more on building strong relationships while the software does the heavy lifting of keeping tr

Software 98

Software Management Roadmap Metrics 98

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. Your onboarding process is a learn-or-churn, adopt-or-get-dropped situation. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. How exactly do you get customers to embrace your product instead of simply moving them through the motions and hoping something sticks?

Metrics 98

Metrics Customer Success Training eBook 98

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Tips

Vanilla Forums

JANUARY 13, 2022

As some of you have seen by now, Gainsight acquired InSided this week, and we want to welcome them to an industry we have been passionate about for 15 years. The market has seen unprecedented growth in the last few years, and we see momentum accelerating. This recent acquisition affirms what we already know about the business value of communities across B2B and B2C.

B2C 98

B2C B2B Industry Marketing 98

Kustomer

JANUARY 11, 2022

Image source: Superoffice.com. With the growth of e-commerce, businesses can now sell in a global marketplace. In fact, more than two billion people bought online in 2020, with worldwide e-commerce sales exceeding $4.2 trillion. With this market only growing, there’s never been more potential for an online business to expand and see greater profits.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Blueshift

JANUARY 14, 2022

While physical shopping carts seem to be growing emptier as a result of the global supply chain shortage, digital shopping carts are still filling up. In fact, U.S. ecommerce sales continue to increase — with online sales hitting $204.62 billion. The post Top 5 Omnichannel Campaigns for Turning Browsers into Buyers appeared first on Blueshift.

Omni-Channel 94

Omni-Channel Ecommerce Sales Customer Experience 94

CSM Magazine

JANUARY 11, 2022

Human interaction matters now more than ever, and according to pwc 82% of U.S. and 74% of non-U.S. customers want more of it in the future. Given the impact of the customer experience on purchase behavior, customer service managers need to pay attention to the level of customer assistance they provide. As a customer service professional, you have to be able to handle an array of situations, from disgruntled customers to over enthusiastic ones and everything in between.

Self Service 93

Self Service Chatbots Customer Service Representative Knowledge Base 93

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Help Scout

JANUARY 12, 2022

Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.

Customer Service 109

Customer Service Tips Customers Customer Experience 109

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers.

Effort Score 78

Effort Score How To Customer relationships Contact Center 78

SAP Customer Experience

JANUARY 10, 2022

In the next SAP Fiori Makers call our customer B/S/H will showcase the SAP Fiori application they have built for their re-design of talent development. Dr. Philip Meyer from B/S/H will present how they re-designed an internal application that helps their HR Managers to identify the best fit diverse talent.

Management 90

Management Customer Experience Design Customers Customer Experience 90