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Loyalty Marketing Programs: How CX Insights Can Inform Incentives

InMoment XI

But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers. There is clearly some overlap between both programs, so how can brands utilize one to inform the other? of those surveyed said they would give information if there’s a cash reward and 89.3%

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Improving Customer Service Information Accessibility With Knowledge Management


The post Improving Customer Service Information Accessibility With Knowledge Management appeared first on Knowmax.


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Welcoming Bill Graff – the new Chief Information Officer for Clarivate


We are delighted to announce the appointment of Bill Graff as our new Chief Information Officer based in Kansas City, Missouri, U.S. The post Welcoming Bill Graff – the new Chief Information Officer for Clarivate appeared first on Clarivate. Learn more about our Executive Leadership Team here.

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How Mulesoft Uses Empathy-Based UX Research to Inform User-Centered Product Design


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.

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Improve Contact Center Outcomes with Key Insights

They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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Workforce trends shaping 2022: How the Great Resignation informs agent experience today

NICE inContact

The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs. However, now that things are getting (somewhat) back to normal, a significant percentage of American workers have decided not to go back to work.

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Meet Alex Wood, VP of Information Security


Alex Wood is Uplight’s new VP of Information Security. As Uplight partners with utilities, we know information security is top of mind as they work to maintain a reliable energy infrastructure that powers our lives. The post Meet Alex Wood, VP of Information Security appeared first on Uplight.

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How ZoomInfo Helps Overcome the Top Pain Points of Inside Sales

With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”. Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. Download this eBook to find out!

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How Real-Time AI Will Transform the Call Center

Speaker: Scott Stephenson, Co-Founder, CEO Deepgram

Post-call analysis and selective call auditing has brought you more information and insights on your customers, but what can you do with real-time transcriptions for all your calls? Real-time speech transcription, analysis, and enablement are now a reality.

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The Recruiting Crossword Puzzle

On top of ever-increasing advancements on the technology front (hello, artificial intelligence), try adding record-low unemployment and candidates’ virtual omnipresence and you’ve got yourself a pretty passive, well-informed, and crowded recruiting landscape. The good news?

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How ZoomInfo Solves Recruiting Pain Points

More specifically, having access to updated information lets you engage faster with ideal candidates searching the job market. For recruiters to build their pipeline and search for the next candidate, they need to ensure they have access to the most accurate data on the market.

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Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

Often, the information that marketing and sales need is just lying on the floor of the CSM’s (virtual) office, and its value might be overlooked. The everyday work of the CSM is constantly growing in importance. But what many customer success professionals don’t understand is that this work can actively impact an organization’s new revenue.

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Why B2B Contact and Account Data Management Is Critical to Your ROI

Businesses are realizing that it isn’t just about the volume of data they have available; it’s about the accuracy of information. The digital age has brought about increased investment in data quality solutions. However, investing in new technology isn’t always easy, and commonly, it’s difficult to show the ROI of data quality efforts.

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Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management is, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. What’s involved in their maturity process?

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.