Tue.Apr 20, 2021

Using Insights to Stay Ahead in an Oversaturated Market


New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?

Is Your Company’s Brand Under Attack Because Customers Are Changing Their Expectations?

Middlesex Consulting

The pandemic still has the world in its grip, but it is becoming looser as vaccinations become more widespread. In some developed countries, we see signs of increased hiring and manufacturing output.


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Amazing Business Radio: Jeff Nicholson


The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems.

Mapping the Volume Surge: What Airlines Should Expect When The World Starts Flying Again


It’s been roughly a year (and a rough year) since lockdown was announced in London, where my family and I are currently living. During this year, travel bans have been imposed and removed with every passing season.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Hero Digital and FullContact announce joint partnership

Hero Digital

Hero Digital, a leading digital customer experience (CX) company, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors.

More Trending

The Full Potential of Residential Customer Energy Portals


Many utilities have set up customer websites as a place where customers can view their energy usage, view recommendations, pay bills, and even contact the utility. These serve a critical need for customers, but often have much more potential.

Changes in Consumer Insights Shopping Habits

CSM Magazine

After the COVID-19 pandemic, consumer habits have transformed significantly. There have been substantial and constant changes in the way people work, live, and shop. Social distancing and stay-at-home regulations have forced whole consumer segments to shop differently.

Smart CRM Basics: Intro to Customer Churn Prediction and Prevention


Customer churn is a topic that should be on every CRMer’s mind – all the time. Those who pay attention to churn know that different customers exhibit different behaviors and preferences – and therefore churn for different reasons.

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3 Key Tips for Reaching Customers and Clients Remotely in 2021

CSM Magazine

Trying to think of ways to adapt your business in 2021 as you continue to work remotely throughout the pandemic?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Lessons Learned from the Frontlines of CX: How Data from Self-Service Tools Optimizes Customer Engagement


Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs.

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How Internal Podcasts can Help Engage Your Employees

Russel Lolacher

Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise.

What Is A Buyer Persona & Why Does It Matter?

Doing CX Right

Customers choose brands who personalize their marketing & communications. Learn how to create a buyer persona to improve customer experiences. The post What Is A Buyer Persona & Why Does It Matter? appeared first on Doing CX Right.

Anatomy of a Webpage: 8 Tips to Boost SEO & Conversion Rates

Vanilla Forums

Why do you need to care about SEO? Well, SEO helps to bring increased visibility to your content. In turn, this increase in visibility can become an increase in customers. More eyeballs, more conversion rate opportunities!

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

3 Ways to Bring your Sales Game to the Next Level

Think Customers

A good salesperson doesn’t settle on satisfactory, they’re always on the lookout for new challenges and insights.

Call Recording Software For Contact Centers


Call recording is a high-quality system that provides you an overall view of your teams performances. It enables you to detect issues in call frames and in the customer experience. Here's everything you should know about call recording software.

Making an Impact During These Unprecedented Times (Part 1) – Kristi Faltorusso, Founder of CS Real Simple (Former VP of CS at Intellishift and BrigthEdge)


Vincent Manlapaz, in an interview with Kristi Faltorusso talks about how businesses can rise above the challenges posed by COVID-19 and ways to strengthen this emotional connection when there are fewer human interactions. The post Making an Impact During These Unprecedented Times (Part 1) – Kristi Faltorusso, Founder of CS Real Simple (Former VP of CS at Intellishift and BrigthEdge) first appeared on Strikedeck | Customer Success Platform.

Do You Know How Your Company Generates Revenue?

One Millimeter Mindset

Do you really understand how your company generates revenue? Really? Most of you reading this post will toss off the response: “Well, duh, Babette, we sell stuff to other people.” Which is an accurate enough response, depending on where you sit around your organization’s business table.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Introducing the Delighted Autopilot API


Delighted’s mission is to make collecting customer feedback as easy as possible. Autopilot, a tool for scheduling recurring Email and SMS surveys, has long been a key way to ensure you get a constant stream of feedback with minimal fuss.

April 20 – Customer Success Jobs


Reasons to read and share

Zeisler Consulting

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience.

Flutter Chatbot: How to create and activate


Flutter is Google’s new open-source technology for creating native Android and iOS apps with a single codebase. Since it has ready-made and custom widgets, it’s easy to build the UI. Flutter has many advantages so the flutter apps implementation will be common.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Four Common Strategy Mistakes B2B Marketing Leaders Make

Forrester's Customer Insights

At a time when many firms are trying to regain their footing or set a new course, having a clear, comprehensive marketing strategy that supports the business’s future vision is critical. Avoid these common missteps.

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Bank Customer Acquisition: 6 Proven Tactics You Can Implement Right Now


Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers?

Den kulturellen Wandel der Mitarbeitererfahrung in Europa vorantreiben

Forrester's Customer Insights

Die derzeitige Krise zeigt, dass eine ausgezeichnete Mitarbeitererfahrung (oder EX für Employee Experience) entscheidend für die Marke und den CMO ist. EX war auch vorher schon ein wichtiger Treiber für die Kundenerfahrung (auch CX für Customer Experience) und die Unternehmensleistung.

CX job vacancy of the week: Nestlé Nespresso


CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 20th Apr 2021. By Neil Davey Managing editor

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!