InMoment XI
NOVEMBER 4, 2021
Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where you’re at, CX program goals need consistent tweaking to be aligned to greater business initiatives. And with the proper alignment, your company can drive better decisions that will positively impact your customers, employees, and bottom line.
ShepHyken
NOVEMBER 3, 2021
One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix. But what happens when it becomes a trend? With that in mind, here’s his question, followed by my answer and comments.
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Call Experts
NOVEMBER 4, 2021
Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. As more companies are using internet presence to handle support , the world of outsourced customer service is becoming more popular.
Experience Investigators by 360Connext
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a Customer Persona?
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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.
Alida
NOVEMBER 5, 2021
User experience research is the most data-driven way to forecast needed product updates and plan upcoming features and the future of your product. It can help to eliminate internal bias and confirm or reject assumptions that influence product development. At Mulesoft , the UX Research team knew that direct interaction with users was critical to de-risk product decisions and provide input to successfully roadmap development.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 1, 2021
Other contact centers are upgrading their technology to keep up with customer and competitive demands. To get a more macro view of technology investments, download the complimentary ContactBabel report, State of Contact Center Transformation in the New Digital World. Get started on your digital transformation today!
Steve DiGioia
OCTOBER 31, 2021
In the service industry, problems happen every day. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts. “Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next. Your job is to get it fixed, then clam up.
Eptica
NOVEMBER 4, 2021
Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.
Totango
NOVEMBER 5, 2021
What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. In a recent webinar titled “How Aruba Scaled their Customer Engagement Strategy”, Aruba’s Director of Customer Success Operations Matt Harmon and Head of Digital Engagement Strategy Teresa Chu, discussed how Aruba leveraged Totango and a digital-first customer success approach to drive customer e
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
NICE inContact
NOVEMBER 3, 2021
MoneySolver is a fintech company. You’ve probably heard the term fintech—it’s everywhere now and is likely a growing part of your daily life, even if you don’t realize it. Not that many years ago, financial services and technology began finding ways to be more efficient—and profitable—by joining forces, and now fintech has become essentially its own sector.
Zeisler Consulting
NOVEMBER 3, 2021
One of the roles we, as CX professionals, play, is that of change agents. I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; that of the Customer. In fact, a Process Engineer who used to work for me would say all the time that we need to ‘take off our corporate hat and put on our Customer hat.
Daniel Group
NOVEMBER 4, 2021
Joy, Research Analyst, The Daniel Group. Joy, long-time Research Analyst at The Daniel Group, discusses the power of conversation and how The Daniel Group surveys invite engagement. Complete transcript. “Yes, Bob. Well, we certainly appreciate the feedback. Oh, you’re welcome. Have a great rest of your day.”. Hi, I’m Joy, a research analyst here at the Daniel Group.
The DiJulius Group
NOVEMBER 2, 2021
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right. Are your team members trained and equipped to handle challenging customer. Read Full Article.
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.
NICE inContact
NOVEMBER 2, 2021
In today's experience economy, businesses can't leave CX to chance. Companies need to align every aspect of the business on the customer experience. For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. But you can do even more to meet your CX goals by focusing on every aspect of the agent employment life cycle, beginning with the hiring process.
Clarivate
NOVEMBER 1, 2021
We at the Institute for Scientific Information are deeply saddened to hear of the passing of Henk Moed, our friend and mentor. Henk Moed was instrumental in the development of the field of bibliometrics and scientometrics and worked closely with Eugene Garfield, founder of the Institute for Scientific Information (ISI). His deep knowledge of and insights into bibliometrics and his sound understanding of the need for practical applications of research performance measurement was second to none.
Advantage Communications
NOVEMBER 3, 2021
Providing a world-class customer experience (CX) relies on your ability to not only seamlessly answer customer questions, but to answer those questions in a place that is highly visible to your customers.
Playvox
NOVEMBER 3, 2021
Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that take them to the next level. .
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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?
Totango
NOVEMBER 1, 2021
Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Recently, Totango had the opportunity to speak with two rock star CS leaders to hear their stories and learn some of their tips and best practices.
SurveyGizmo
NOVEMBER 5, 2021
This is part 3 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. CX Lags Behind. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft.
Clarivate
NOVEMBER 4, 2021
In March 2020, a new Clarivate Center of Excellence (CoE) opened in Penang, Malaysia, to provide sales and support to global customers. It’s one of three Clarivate CoEs that deliver world-class services, with the other two based in Chandler, U.S., and in Belgrade, Serbia. Teams from Customer Care, Content Editing (Patent Translations & Enhancement), Inside Sales, IT, Finance and HR are located in the Penang CoE providing customers access to core Clarivate services.
Kustomer
NOVEMBER 4, 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 In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier. Jarvis shares his secrets to creating the perfect experience for his customers through mapping personas and using the right technology to supplement his team’s effo
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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,
Blueshift
NOVEMBER 4, 2021
Back in May, we shared the four essential campaigns for eLearning marketing to acquire new students, boost enrollment and engagement, and help students continue to pursue their online education goals. The post 5 SmartHub CDP Features to Enhance Your eLearning Marketing Strategy appeared first on Blueshift.
ChurnZero
NOVEMBER 3, 2021
When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Customer Success tools that help you stay up-to-date on recent company news, build connections with your customers, flesh out your ideal customer persona, and gather and organize customer feedback can make all
The DiJulius Group
NOVEMBER 3, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group discusses the 5 steps to creating an organization obsessed with going above and beyond. To build an above and beyond company culture, you must be proactive about creating awareness. This can be done by constantly advertising stories to your employees. You will learn: One of John’s. Read Full Article.
Vanilla Forums
NOVEMBER 3, 2021
Jono Bacon joined us at Super Forum 2021 and presented a survival guide for community managers who are facing common challenges. At one point or another, we'll all face stress, crisis management, and conflict resolution, and the best way to handle them is to be prepared.
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.
BirdEye
NOVEMBER 3, 2021
You might forget what you had for breakfast or where you put your keys, but your first car is something you will likely never forget. The experience of buying a car, including the new car smell, is one that is ingrained in your mind forever, but the process has evolved. With a couple of clicks of a mouse, you can purchase groceries, flowers, clothing, and yes even a new car.
Blueshift
NOVEMBER 1, 2021
There’s a reason why personal finance is called just that — because, well, it’s personal. Especially as customers take big steps such as applying for a loan, they want to be sure that they can really trust the companies supporting them through the process. The post Personal Finance Case Study: LendingTree Grows Customer Engagement appeared first on Blueshift.
SurveySparrow
NOVEMBER 1, 2021
2020 was a tough year for everyone. People lost jobs, companies lost incredible talents, and everything came to a standstill. It’s great to see 2021 not being the same. The job market has picked up again which makes hr influencers really important folks. Why? Well, because everyone wants a great career, especially after the disruptions from the pandemic.
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