Sat.Nov 26, 2022 - Fri.Dec 02, 2022

Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience

InMoment XI

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. .

Top 5 Higher Education Customer Service Trends for 2023


Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels.

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Improve Agent & Customer Experiences with AI-Powered Contact Routing

Upstream Works

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service.

Your First Three Steps to Driving Impact

Heart of the Customer

As I speak in support of “Do B2B Better,” attendees love to hear how Dow, Hagerty, UKG, and other organizations take steps to driving impact, growing their CX programs as a result. And these programs deserve their accolades.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Creating Connection to Improve Work Culture with Chris Hsiung

Russel Lolacher

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture.

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Meet Zoom Virtual Agent, the next Evolution of Solvvy


Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio.

If more is not done to protect agents, customer service standards will fall

Adrian Swinscoe

The UK recently introduced some new legislation that has implications for customer service. Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts […].

Christmas consumer rights on East London Radio

Helen Dewdney

It’s probably more important than ever to know our consumer rights. Few people can afford to lose money when they are spending and at Christmas when our expenditure is higher, it’s essential to ensure you are not fobbed off. .

Everything About the Prominent Customer Experience Challenges in B2B With Solutions

Zonka Feedback

Customer experience challenges in B2B businesses are roadblocks that hamper businesses from maximizing sales, profits, good customer experience , and ROI. However, there are solutions to tackle such challenges that will eventually improve the user experience of your product, website, or business.

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

How to craft a social media content strategy


Content is the most powerful tool that you can use to grow your brand on social media. It can mean the difference between a few followers and an undeniable presence on Facebook, Twitter, and every other major social platform. But posting content now and then just isn’t enough.

What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference

Daniel Group

What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) how does better CX improve business outcomes and 2.) how to use CX metrics most effectively.

Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround


Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning.

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What’s in a High Fidelity Relationship? 3 Key Ingredients For Strong Consumer Relationships 


We all know and feel the power of relationships. But why are they so valuable to us? And what makes them so important? Explore this universal pull with three dynamic takeaways integral to passionate and durable relationships from Monica Belmaña, Director of Behavioral Science.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

What Is a SaaS Business Model?


Software as a Service (SaaS) companies use a variety of business models, depending on what they provide and who their target audience is. All of them use SaaS marketing as an important part of their businesses, though, since lead generation is a necessary part of any B2C or B2B SaaS business model.

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What is Contact Center AI?

Advantage Communications

Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support.

How Kommunicate Handled 40% of All Incoming Conversations at uParcel 


Last Updated on November 30, 2022 The worldwide market capitalisation for courier and delivery services was valued at USD 394 Billion in 2021. Experts predict a Compound Annual Growth Rate (CAGR) of 4.61% in this industry from 2022 to 2027.

These Are The Top 3 Threats To High Fidelity Brand-Consumer Relationships 


Seeing your customers as people, not just purchasers, means reconsidering the depth and nature of your brand-consumer relationships.

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

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue. Sign up today!

What Is a B2B SaaS Business Model?


As a B2B SaaS company, your ability to get your software into the hands of other businesses is essential to success. Expanding your customer base relies heavily on marketing and business models like freemium and product demos. So what steps should you take to build a robust customer base?

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Future of Payments Survey Finds Increasing Consumer Trust Towards Digital Payment Methods

CSM Magazine

PCI Pal partners with Worldpay from FIS and Savanta to explore behaviours, attitudes, and experiences of consumers towards today’s most popular payments methods.

Benchmarks Help European IT Leaders Make Critical Investment Decisions

Forrester Digital Transformation

Benchmark data can support the decision-making process, but it can also mislead and bring decision-makers to the wrong conclusions. My recent report, 2022 IT And Digital Budget Benchmarks, Europe, presents relevant benchmark figures to support European technology leaders’ decisions.

Want To Win Over Gen Z? Invest In Becoming a High Fidelity Brand  


This article was written by John Wise, VP of Cultural Insights. As far back as 1999, marketers predicted that brands would need to embrace social responsibility to win new customers.

Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

How Do You Create a SaaS Business Model?


Creating a successful Software as a Service (SaaS) business model requires significant research, time, money, and hard work.

Why You Should Brand Your 2023 CX Initiative

Seaton CX

What if your 2023 CX initiative came to life? The Fairy Godmother of Thanksgiving sang Bippity-boppity-boo at your annual planning meeting and your corporate initiative developed consciousness. It started thinking. It started talking. And it wrote you a cover letter.

Predictions 2023: Evolving Risks And Recession Fears Will Redefine Insurer Strategies

Forrester Digital Transformation

The global insurance industry will face a challenging market in 2023, with policy lapses, lower IT spending, and insurtech turbulence. Age of the Customer insurance industry trends insurtech predictions promoted

Don’t Forget What Got You to the Dance 

Shep Hyken

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!