ShepHyken

OCTOBER 5, 2020

Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase.

2020 65

2020 Article Customer Service Hospitality 65

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Here’s a look at our favorite takeaways from this year’s Summit. To deliver on what customers are really looking for, companies need to tackle the challenges in quantifying people’s preferences.

2016 267

2016 Innovation Marketing Insights 267

Bold360

MARCH 16, 2020

One of the biggest challenges is delivering consistent and valuable customer experience (CX). It is also vital that your CX teams are enabled to get access to the latest information and also empowered to work from anywhere and still be able to deliver a high-quality experience.

Customer Experience 59

Customer Experience Contact Center Leadership Customers 59

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. This simple metric has brought groundbreaking changes to CX and has become very significant in such a short time. What is an NPS tool?

NPS 52

NPS Net Promoter Score 2024 Multi-Channel 52

Kustomer

APRIL 15, 2021

In this episode, they discover what the research indicates and how leaders can utilize the data to their advantage. In this episode, they discover what the research indicates and how leaders can utilize the data to their advantage. Adapting in the Biggest Stress Test Ever for CX. Listen to the full episode to learn more.

Contact Center 92

Contact Center Call Center Travel Insurance 92

Avaya

SEPTEMBER 6, 2018

They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. The way I see it, companies won’t make it to 2020 if they don’t start adapting now. The way I see it, companies won’t make it to 2020 if they don’t start adapting now. I say it already has. Good, right?

Insights 43

Insights 2020 Communication Customer Expectations 43

delighted

NOVEMBER 20, 2020

Customer experience must now be consistent across all touchpoints to ensure customer needs are being met wherever customers choose to interact with your brand. What is retail? Successful retail brands will outpace their competition by reaching customers with both physical and digital presences.

Retail 70

Retail 2021 Customer Experience Omnichannel 70

ClearAction

OCTOBER 16, 2019

Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? 2 Do we really believe “the purpose of business is to maximize profit for investors” as economist Milton Friedman proclaimed? Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Did you know that 1.8

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

2017 40

2017 Innovation Technology Books 40

CX Workout - Ideas Blog

JUNE 11, 2018

In his best-selling book The Innovator’s Dilemma , Harvard Business School Professor Clayton Christensen demonstrated how successful companies can be doing everything “right” and yet still lose their market leadership as new, unforeseen competitors grow and take over the market. The core business had its hands full.

2017 40

2017 Innovation Technology Books 40

SurveySparrow

MAY 4, 2024

But why stop here? All you need to do is take your pick! Conversational CRM Sales, Marketing Teams Integrates with CRM systems to enhance productivity What to Look for in an AI Tool for Business? Before that, there’s one thing you need to be clear about… What’s an AI tool? That’s not it!

E-support 52

E-support Multi-Channel Demo Insights 52

BirdEye

FEBRUARY 23, 2024

Let’s dive into how mastering this vital skill can be a game-changer for your organization, leading it to new heights of success. Table of contents What is business communication? While operating independently, they’re united by a common goal: the organization’s success. Why is business communication important?

Communication 63

Communication Multi-Channel Culture Social Media 63

RapportBoost

DECEMBER 10, 2018

Here’s the archived version. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. No worries!

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

2020 132

2020 Customer Experience Magazine Consulting 132

Inbenta

JANUARY 17, 2022

Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. 2022 will see new trends that will redefine the customer service landscape – what’s new this year?

2022 98

2022 Customer Service Net Promoter Score E Commerce 98

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. Some brands will do this in 2023, but actually, the loyalty & marketing industries have learned from recent experience that this costs you money in the long run.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

SmartKarrot

FEBRUARY 7, 2022

The one thing that managers love to do is strategize. It needs to be altered and adapted over a while as the company expands. What is CS Operations? If they do not have the desired focus, initiative, and care of a dedicated owner, these operational areas of customer success cannot survive long. Like what you are reading?

Customer Success 10

Customer Success Customer Journey Touchpoint Management 10

ClearAction

NOVEMBER 4, 2020

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. This decade ushered in changes that are here to stay, along with even more rapid change. Persistent Forces for 2021. Not likely.

2021 77

2021 Customer Experience Workshop Wireless 77

BirdEye

JANUARY 16, 2024

Now think: What if the chefs didn’t know what the diners ordered or the waiters weren’t aware of the day’s special? Here, a CRM integration would help, acting as the essential communication link that ensures everyone in the restaurant is on the same page. Table of contents What is CRM integration?

Management 58

Management Social Media 2028 Customer Relationships 58

Kustomer

NOVEMBER 7, 2023

And with over 50,000 paying customers (largely small businesses with B2B transactional models), Zendesk is a respectable brand name. But don’t get lost in the allure of their mighty brand name and powerful corporate marketing, because the Zendesk customer disappointment is real. So why look for an alternative to Zendesk?

2024 52

2024 Multi-Channel E-support Social Media 52

Kustomer

AUGUST 27, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Vikas Bhambri, SVP of Sales and CX at Kustomer, 20 year CRM Contact Center Lifer, and Gabe’s partner in crime to make a big announcement. What used to be a luxury for a few extra dollars is now a necessity.

Retail 52

Retail Contact Center Consumers Brands 52

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Webb is a certified management consultant who works with the top brands in the world. In fact, sometimes it can seem. like comparing apples to oranges.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? What Is Agile Finance? An Expert Guide| NetSuite) Today’s business environment is fast paced, hypercompetitive and constantly changing. It’s no place for the rearview-mirror finance and accounting processes of old.

Financial 52

Financial Culture Competitive Advantage Innovation 52

Circular Edge

MARCH 28, 2023

Blog Credit: Kristina Russo, March 16, 2023 | (What Is Agile Finance? What Is Agile Finance? An Expert Guide| NetSuite) Today’s business environment is fast paced, hypercompetitive and constantly changing. It’s no place for the rearview-mirror finance and accounting processes of old.

Financial 52

Financial Culture Competitive Advantage Innovation 52

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. Therefore, we offer this fairly extensive summary of what most brands should be doing with their loyalty programs to maximize business impact this year.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

NOVEMBER 17, 2020

But those brands pursuing each of the trends predicted for 2020 probably suffered less as the course of this year evolved. In this context, five of the trends for 2021 are not particularly new, but will gain momentum in 2021. In this context, five of the trends for 2021 are not particularly new, but will gain momentum in 2021.

2021 52

2021 Loyalty Loyalty Programs Travel 52

Avaya

APRIL 24, 2017

Just imagine what these figures look like for consumers on the high end of this engagement spectrum. The question is: How do you bring your email, tweet, post, or blog to my attention amid all the clutter? The not-so-good news is that businesses are still grappling to understand customers’ actions across these various touchpoints.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

Circular Edge

MAY 10, 2022

Blog Credit: Ian McCue, April 7, 2022 (What is ERP (Enterprise Resource Planning)? That’s where enterprise resource planning software comes in: ERP systems collect and organize key business information and help organizations run lean, efficient operations, even as they expand. What is Enterprise Resource Planning (ERP)?

Financial 52

Financial Multi-Channel Information Management 52

SuiteCX

JANUARY 19, 2015

Click here to view SlideShare. Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

SuiteCX

MARCH 31, 2015

Click here to view SlideShare. ©2015 suitecx – Confidential What are some governance models CX teams are using to manage their journey mapping efforts? . ©2015 suitecx – Confidential What are some governance models CX teams are using to manage their journey mapping efforts? .

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. Nobody granted those loans on a whim.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? The loans are underwritten by the enterprise value – which is a multiple of EBITDA. And, there are specific things you can do as CEO to bring your loyalty program into that league.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. Headless commerce’ is a rapidly accelerating topic of discussion for brands as they seek to upgrade their technology to meet the demands of modern business.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

ProProfs Chat

OCTOBER 25, 2021

Today’s competitive business market is overflowing with top brands fighting neck to neck to stay on top. Today they might purchase your product, but tomorrow they could abandon your brand. So what can you do to retain your customers? So what can you do to retain your customers? Here we go!

Feedback 98

Feedback 2022 Net Promoter Score Social Media 98

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

2018 40

2018 2017 Customer Service Social Media 40