Expert insights. Personalized for you.
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. MORE
For more information about modern call center design, download "The state of contact center transformation in the new digital world." It includes insightful information that can inform your digital transformation strategy. MORE
Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience MORE
I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita). MORE
Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. MORE
Customer lifetime value (CLV) is not a new concept. It’s the total worth of a customer over the entire duration of their relationship with your business, from first to final purchase. Customer Experience MORE
Siemens’ customers include businesses from across the spectrum of industry sectors. They range from billion-dollar companies to startups and even students. MORE
Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines. MORE
Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons. MORE
All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests. MORE
While you’ve been focusing on driving sales, rising above competitors, and keeping up with market volatility, you’ve missed something significant: A lot of unknown buyers—or potential buyers—have been coming and going on your digital properties. Customer Experience Retail MORE
In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. MORE
Over the last 16 years, the barriers to change between competitors have decreased due to the rapid digitalisation of companies. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough. MORE
Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. MORE
WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! MORE
For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of. MORE
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. MORE
Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization. MORE
Customers are everywhere, and they expect you to be everywhere too. If you’re catering to this expectation, you shouldn’t only be receiving support requests from email. You should be receiving them from email, live chat, and social media. MORE
Across the United States, companies are struggling with hiring and retaining quality employees. Unemployment rates are high but still there is a labor shortage. With many open positions, it’s very difficult to get people to apply and show up for interviews. The market is hot! MORE
Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX. CXone NICE CXone Events General MORE
Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? MORE
2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another. MORE
Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust? MORE
This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. MORE
Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. MORE
Alida
JULY 29, 2021
Over the last 16 years, the barriers to change between competitors have decreased due to the rapid digitalisation of companies. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.
NICE inContact
JULY 19, 2021
Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX. CXone NICE CXone Events General
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Jacada
JULY 23, 2021
Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.
Steve DiGioia
JULY 5, 2021
Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better.
Advertiser: ZoomInfo
The fight to find new customers and retain existing ones is the biggest business challenge for many companies. Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!
Comm100
JULY 6, 2021
For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Alida
JULY 27, 2021
Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience
Kerry Bodine
JULY 25, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping.
Jacada
JULY 1, 2021
Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience.
NICE inContact
JULY 26, 2021
For more information about modern call center design, download "The state of contact center transformation in the new digital world." It includes insightful information that can inform your digital transformation strategy.
Advertiser: ZoomInfo
In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.
Steve DiGioia
JULY 19, 2021
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold.
Customer Bliss
JULY 29, 2021
I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita).
Alida
JULY 22, 2021
Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?
Comm100
JULY 5, 2021
Customers are everywhere, and they expect you to be everywhere too. If you’re catering to this expectation, you shouldn’t only be receiving support requests from email. You should be receiving them from email, live chat, and social media.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!
Jacada
JULY 8, 2021
WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk!
NICE inContact
JULY 12, 2021
Siemens’ customers include businesses from across the spectrum of industry sectors. They range from billion-dollar companies to startups and even students.
TechSee
JULY 27, 2021
2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another.
Cyara
JULY 26, 2021
All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests.
Advertiser: ZoomInfo
CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.
Alida
JULY 12, 2021
While you’ve been focusing on driving sales, rising above competitors, and keeping up with market volatility, you’ve missed something significant: A lot of unknown buyers—or potential buyers—have been coming and going on your digital properties. Customer Experience Retail
Comm100
JULY 20, 2021
Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with.
Jacada
JULY 21, 2021
Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for?
NICE inContact
JULY 5, 2021
Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines.
Advertiser: ZoomInfo
Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.
Help Scout
JULY 20, 2021
Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization.
TechSee
JULY 20, 2021
In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.
Alida
JULY 8, 2021
Customer lifetime value (CLV) is not a new concept. It’s the total worth of a customer over the entire duration of their relationship with your business, from first to final purchase. Customer Experience
The DiJulius Group
JULY 13, 2021
Across the United States, companies are struggling with hiring and retaining quality employees. Unemployment rates are high but still there is a labor shortage. With many open positions, it’s very difficult to get people to apply and show up for interviews. The market is hot!
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