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7 tips for designing a seamless checkout funnel
GetFeedback
MARCH 2, 2021
How to enhance your digital checkout funnel and increase conversion rates. Articles
2021
New CXone Branding for a New Era of Smart Customer Service
NICE inContact
MAY 19, 2021
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software.
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What Can the Mandalorian Teach You About Your Customer Service?
Steve DiGioia
FEBRUARY 15, 2021
The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service.
How L&Q improves customer experience by listening to diverse voices
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.
Going to Market Smarter in the New Economy
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!
Here’s why the experts think empathy is the key to customer experience
Comm100
FEBRUARY 18, 2021
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.
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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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Celebrating Tony Hsieh's Contribution to CX
CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception.
Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?
Kerry Bodine
FEBRUARY 6, 2021
I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?)
Plotting the right (Green)Path: Calabrio Customer is a Finalist in the 2021 ICMI Global Contact Center Awards
Calabrio
MAY 3, 2021
Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat.
The 23 Keys to Creating Raving Fans Part 1
C3Centricity
JULY 27, 2021
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.
The Forrester Wave™: B2B Marketing Data Providers, Q2 2021
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.
5 Leadership Actions to Build Trust With Those Who Serve Customers
Customer Bliss
JANUARY 28, 2021
Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently.
GetFeedback simplifies CX for Salesforce customers with a new integration and a new app
GetFeedback
MAY 5, 2021
New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce. Product & News
CX excellence award winners stand out in CXone community of winning customers
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
These 10 Phrases Will Make Someone’s Day Better
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.
4 AI Hacks to Make Sales Teams More Efficient
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!
Alida Summer ‘21 Release Provides Richer Insights to Elevate CX
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
4 Ways Small Businesses Use Free Chatbots to Drive Sales
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.
Social Media Study: Stress Hurts Call Center Employees and the Customer Experience
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.
Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting
Experience Investigators by 360Connext
JANUARY 12, 2021
Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC).
How to Overcome the Pain Points of Your CRM
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.
FREE eBook: The 2021 CX Outlook
Kerry Bodine
JANUARY 27, 2021
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain.
Storytelling in driving change
Storyminers
MARCH 10, 2021
It’s a misconception to believe that stories can drive change or make it happen. The root of that belief is that leaders can ‘make’ people change to do new things in new ways. The fact is that nothing is farther from the truth.
The Gig Economy is Paving the Way for Agile Customer Service
TechSee
MAY 4, 2021
The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format.
3 Actions to Take on the Road to Leadership Bravery
Customer Bliss
JUNE 9, 2021
“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.
4 Data-Driven Steps To Drive Successful B2B Demand Generation
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.
What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Strategies to Hire and Work from Anywhere
NICE inContact
JANUARY 20, 2021
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.
Top 10 Customer Service Acronyms to Use Every Day
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help.
Customer Experience for Insurance Providers Requires a Human Touch
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?
Top 5 Reasons to Move to the Cloud
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Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!
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