Bold360

FEBRUARY 19, 2020

This year, we’ll be reimagining customer engagement start to finish, from first touch through resolution. By rethinking every area of customer engagement, you just might find new ways to differentiate your business. CXNext 2020: Engagement Redefined. May 12, 2020.

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Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Today’s customers fully expect the ability to choose from a menu of digital banking options. Use digital tools to anticipate customer needs.

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Lithium

JANUARY 7, 2021

Below you’ll find the updates made to Atlas in March 2020. We’ve set up single sign-on for Marketing customers which allows them to register and sign in to Atlas using their Marketing credentials. If you have any questions, please let us know in the comments below. SSO set up between Marketing and Atlas.

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Integrity Solutions

MAY 12, 2020

Sales Enablement Strategy: 2020 vs. 2019. How do you translate those tools into a conversation that customers actually care about? The post Adapting Your Sales Enablement Strategy to 2020 Realities appeared first on Integrity Solutions. What a difference a few months makes.

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Bizagi

FEBRUARY 11, 2019

In a time when everyone wants, and expects, immediate answers to their questions, the pressure is on for businesses when it comes to customer engagement. Gartner predicts that by 2020 as much as 85% of all customer interactions will be handled and managed without humans. Enter process automation….

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Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

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SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

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Integrity Solutions

DECEMBER 21, 2020

For most of us, 2020 is a year we’ll be glad to see in the rear-view mirror. While disruption is always rough when you’re going through it, as 2020 closes out, we can also reflect back on some of the silver linings and positive developments that came out of the year.

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Lithium

APRIL 14, 2020

Below you’ll find the updates made to Atlas in March 2020. We’ve set up single sign-on for Marketing customers which allows them to register and sign in to Atlas using their Marketing credentials. If you have any questions, please let us know in the comments below. SSO set up between Marketing and Atlas.

2020 52

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Bold360

APRIL 20, 2021

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. That data is gold.

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Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

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Bold360

JULY 27, 2020

At a basic level, customers are looking to the brands and businesses they interact with to get their needs met, but customer needs now extend far beyond just products and services. The post How Human Emotion is Redefining Customer Engagement in a World Redefined appeared first on Bold360 Blog.

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Bold360

JANUARY 15, 2020

A new year is a new opportunity to prioritize how you want to evolve your customer experience (CX). To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live.

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Bold360

JUNE 9, 2020

We flipped CXNext 2020 from an in-person event to a virtual event in just 6 weeks, and we’re so proud of everyone whose amazing work made that possible! We heard from Nick Pegram, Chris Savio, Erica Mayshar, and Bob Sullivan from LogMeIn about their major takeaways from CXNext 2020. But we did. Technology is a force for good.

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Events 2020 Customer Experience Technology 52

Optimove

JANUARY 16, 2020

So, whoever you are in this specific case, take advantage of the recap below – it’ll help you get a good perspective of what the panelists were saying and why it’s important this 2020 – with some added context and further reading opportunities. Stay tuned, as this will become an important topic around here in 2020. Discussion # 7: DMs.

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Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER!

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Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. The best way to keep customers engaged is by delivering good value, a good experience, and trusting them to make wise, informed decisions. Consistency is key.

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Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

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Experience Investigators by 360Connext

APRIL 21, 2015

But customers just want something that works for them. Some are predicting that by 2020, the B2B ecommerce market will be twice as large at the B2C market. This means if your organization is not focused on your customer’s real desires and needs, they will simply shop elsewhere with a click. In the B2B world, get ready.

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Calabrio

JANUARY 6, 2016

By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. By the year 2020, your washing machine breaks down. The researchers at Gartner estimate that nearly 12.5

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Calabrio

OCTOBER 5, 2016

The easier you are to do business with and the more satisfied your customers are, the more business your customers will want to do with you. But the overall business and your individual contact center agents also play key roles in driving high customer engagement. That’s customer engagement at its finest.

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SaleMove

MARCH 5, 2021

2020 and social distancing fundamentally changed how customers interact with businesses. As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? .

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Lithium

DECEMBER 17, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

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Totango

JULY 31, 2020

Although stakeholder engagement was already a priority for 2020, making the process simple (to ensure consistency and action) and scalable required technology and an engagement framework, grounded in best practices for stakeholder management, to guide planning and execution. Consider implementing a “group hug” for the customer.

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CSM Practice

MAY 13, 2020

(Week of May 10, 2020). CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. READ our Customer Success BLOG.

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Lithium

DECEMBER 7, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Some blog areas are limited to Khoros customers only.

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2020 Innovation Metrics Events 52

Totango

FEBRUARY 22, 2021

Brady would go on to lead the Patriots to 17 division titles, 13 AFC Championship Games, nine Super Bowl appearances, and six Super Bowl wins before transferring to the Tampa Bay Buccaneers in 2020 and leading that team to win its first Super Bowl title since 2003. Changing the Customer Success Game. Totango Sets New Records.

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Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

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SaleMove

MARCH 19, 2021

If you’re using SMS to reach customers today, what is their experience? In SimpleTexting’s 2020 Text Messaging Marketing Report , 45% of respondents said that they value two-way conversations and think that the capability of texting back a company is valuable.

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SaleMove

OCTOBER 30, 2020

2020 has been a year of change, perseverance and evolution. This is where Digital Customer Service (DCS) comes into play – it enables businesses […]. The post Four Steps to Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

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Bold360

APRIL 28, 2021

2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. The Challenge: Service Bottlenecks.

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Beyond the Arc

JANUARY 11, 2021

2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex. How can banks and [.]. How can banks and [.].

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Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. In this blog, we’ll cover the essentials of product-led growth. In 2020, Dropbox generated over $1.9 billion in revenue.

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GetFeedback

SEPTEMBER 27, 2018

Due to developing technology, retailers are having to find ways to not only reach their potential and existing customers, but they must also figure out how different technology fits into their brands. Let’s take a look at some of the emerging technology that is dominating customer experience in retail. We can help.

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Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks.

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Comm100

NOVEMBER 29, 2021

All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

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Upstream Works

MAY 27, 2021

A key lesson learned from 2020 was validation for the cloud to support any deployment scenario. Another lesson learned from 2020 was how well agents could perform in this environment. Maintain agent engagement while working in isolation. During the pandemic, working from home (WFH) become a necessity for many businesses.

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