Lithium

MARCH 5, 2024

Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team. We've introduced metrics for Events and new metrics for Ideas. Community Aurora 24.2

Social Media 52

Social Media Self Service Roadmap Insurance 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Qualtrics

JUNE 4, 2021

According to our latest research, in-person events will overtake virtual events in popularity by 2022. Explore the findings of our global report, including what they mean for your region, and why a 'hybrid' event model will be most successful going forward. That's the finding from our latest report on the future of events.

Travel 49

Travel How To Study Report 49

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

CSM Magazine

JULY 28, 2021

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! Speakers include: Laura Messerschmitt, Vice President Customer Care, Sales & Experience, GoDaddy. And many more….

Customer Experience 59

Customer Experience Chatbots Consulting Customers 59

BirdEye

NOVEMBER 21, 2023

Amidst these challenges, the last thing you want to waste your time on is unrealistic and time-consuming digital marketing strategies that give you no results. Ensure mobile responsiveness for a seamless experience on various devices. Engage with followers through comments, likes, and responding to messages.

Marketing 109

Marketing Social Media Advertising Tips 109

ChurnZero

JULY 16, 2021

So, when the volume of customers creeps up, how do you incorporate automation to scale, without sacrificing that personalized white-glove experience you’ve worked so hard to develop? ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

Gainsight

MARCH 22, 2023

Just like these famous food duos, CS individuals should see how the recipe for customer excellence is a combination of both human and digital-led strategies. There is a common misconception that digital-led means replacing your CSMs. welcome emails, onboarding checklist, etc.)

Strategy 52

Strategy Self Service Touchpoint Examples 52

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). Customers are navigating a disjointed web of communications and digital experiences.

Customer Success 52

Customer Success Self Service Conference Resources 52

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer Centricity 52

Customer Centricity Culture Employee Experience Leadership 52

Clarivate

DECEMBER 6, 2023

To help, Clarivate recently released two resources that explore the current state of AI in IP and the importance of embracing change to prepare for what is on the horizon: Webinar: The future of the IP legal profession: Balancing the rise of AI with human expertise Report: Redefining Artificial Intelligence.

Government 59

Government Resources Industry Technology 59

Gainsight

JULY 26, 2023

Well defined customer touch points are the foundation of a strong digital experience with your product. The terms ‘customer’ and ‘user’ are sometimes used interchangeably—but each has a distinct set of priorities and needs when it comes to their digital experience with your business and product.

Customer Journeys 52

Customer Journeys ROI Customers Examples 52

Doing CX Right

APRIL 27, 2020

What does humanizing business mean? I spoke about these topics at CCW Digital’s summer 2020 event. If you are unfamiliar with the conference, CCW brings thousands of customer contact, customer experience, technology, marketing, and operations professionals together for inspiring keynotes and interactive discussions. .

Conference 52

Conference Culture Employee Experience Interaction 52

CSM Magazine

MARCH 23, 2022

If not then you organization is failing in a critical piece of today’s customer experience puzzle, and it’s costing you your customers, your reputation and your revenue. The Human Touch – The secret to a successful omnichannel strategy is flexibility. Don’t lose customers and revenue by neglecting these desires.

Omni-Channel 52

Omni-Channel Strategy Financial Leadership 52

SurveySensum

JANUARY 26, 2024

Each of the customer journey stages allows businesses to craft tailored experiences, ensuring that the customer feels seen, heard, and valued. Establishing a Strong Online Presence : In the digital age, an impactful online presence is indispensable. Address common concerns and provide solutions through blog posts, FAQs, and webinars.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Enhancing Customer Experience. Reports from the front lines.

Insurance 98

Insurance How To Chatbots Wait Times 98

TechSee

MARCH 23, 2020

Recent events have caused widespread disruption to businesses in almost all industries, and contact centers have been among the hardest hit departments. With so many agents confined to their homes, companies need rapidly deployable WFH solutions that will cause minimal disruption to either contact center operations or customer experience.

Call Center 109

Call Center Contact Center Policies Software 109

CSM Magazine

JANUARY 17, 2024

It has become an integral part of business communication both internally and externally in fields as diverse as interviewing, on-boarding and training new recruits, security, marketing and sales, customer support and relationship management, managing work-flows, and organizing pan-organization events across geographies and time zones.

Video 52

Video Communication Training Social Media 52

CSM Magazine

DECEMBER 18, 2021

In order to thrive, you’ll need to use every strategy to safeguard your team, hire the best staff, manage hybrid arrangements, provide relevant training, foster inclusion, and provide top-notch experiences. In the last year, we’ve seen how working from home (WFH) has helped employees experience a new sense of freedom and choice.

Call Center 52

Call Center Customer Journeys Self Service Training 52

CSM Magazine

JULY 2, 2020

With the importance of customer service and experience departments highlighted in the past few months, it is expected there will be a sharpened focus on ways to maximise efficiency. Reuters Events have brought together CX leaders from Starzplay, LoveHoney, Kiwi.com and Sodexo for an exclusive free webinar (10:00am 8th July BST).

Chatbots 52

Chatbots Omni-Channel Customer Care Interaction 52

ChurnZero

FEBRUARY 11, 2020

ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. The event was full of valuable content and we wanted to compile some of our top takeaways here for you. Customers are satisfied and experience value as a result and the business receives loyalty. In this webinar, we will discuss how to: 1.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Lithium

JANUARY 12, 2021

Topbox created an innovative solution for brands to access, analyze, and understand what is driving all that volume in real-time, in one place, to empower you to manage the workload and deliver a better customer experience. As the events continue to unfold in Washington D.C. Webinars & Events. January 21, 2021.

Gamification 52

Gamification Customer Journeys Analytics Chatbots 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. Create strategies for onboarding and adoption with a digital approach.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

SaleMove

MARCH 17, 2020

When pandemics, extreme weather events, and natural or human-made disasters occur on a localized or global level, addressing safety is a primary concern. They do a pretty good job of approximating in-person office experiences and productivity levels while keeping employees safe. Digital Customer Service can help.

Contact Center 52

Contact Center Banking Insurance Video 52

CSM Magazine

JUNE 1, 2021

New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. At the end of the day, customers will be stickier and more loyal if they have an emotional, human connection with a brand. Reporting Findings Webinar. Date: June 3, 2021.

Return on Investment 52

Return on Investment Social Media Culture Contact Center 52

Gainsight

DECEMBER 14, 2020

“Companies were planning for months and years to do their digital transformation. However, one downfall of more online activity is that in the event of a negative experience, there is no direct person to person interaction to allow for apologies or instant make goods. Upwards of 7% have seen 2x-5x growth in MAU.

Customer Engagement 52

Customer Engagement Tools Engagement Strategy 52

Totango

JULY 8, 2021

This allows you to move away from a reactive firefighting approach to a digital-first customer success strategy which takes full advantage of automation to pre-empt problems and resolve them promptly as soon as they begin to emerge. Proactive indicators alert you to changes to customer accounts prior to human interactions.

System 65

System How To Customer Success NPS 65

Gainsight

JUNE 2, 2022

A positive experience keeps them engaged, satisfied, and more willing to upgrade or purchase additional products or services from you. . Ensure customer health score goals for this subset are being achieved by prioritizing the human connection. All of this falls under the umbrella of scaling customer success.

Customer Success 52

Customer Success Resources Customers Sales 52

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

Hero Digital

AUGUST 5, 2019

Job security is important, and many B2B organizations have created cultures (whether intentional or not) that discourage original thinking and punish experiments that don’t produce optimal results. Once they clicked through, viewers witnessed a (fake) promotional video intro that poked fun at the cliché nature of most B2B events.

B2B 42

B2B Examples Marketing Video 42

ShepHyken

AUGUST 1, 2017

Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. Don’t focus on the channels individually, but use AI to streamline the customers’ experience across all channels. 33% said that AI is never going to know them and their preferences as well as a human being. 8% said AI controls your mind.

Omni-Channel 76

Omni-Channel Self Service Customer Service Representative Study 76

Verint

APRIL 3, 2018

Digital and Live Events Throughout April Explore the Power of AI and Automation, the Rise of IVAs, New Global Research Findings and More. April 3 Webinar. In this April 3 interview-style webinar at 2 p.m. In this April 3 interview-style webinar at 2 p.m. April 12 Webinar with Professor James Woodhuysen.

Self Service 34

Self Service Analytics Customer Engagement Trends 34

SurveySensum

MARCH 25, 2024

That’s right, those little popups hold immense power in the world of digital marketing and conversion. In today’s hyper-competitive digital landscape, capturing and retaining the attention of your website visitors is more crucial than ever.

Examples 52

Examples eBook Survey User Experience 52

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. Going to an event is now a digitally transformed experience that takes place via the web, online chat, SMS, and more. The Avaya Solution.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Recognizing Fraudulent Behaviors and Tactics Social Engineering Scams Social engineering scams exploit human emotions to trick individuals into revealing sensitive information.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52