InMoment XI
SEPTEMBER 12, 2023
In today’s cut-throat market, differentiating your brand is more important than ever. What better way to outsmart your competitors than to understand them intimately? Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies.
ShepHyken
SEPTEMBER 12, 2023
As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.
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Experience Investigators by 360Connext
SEPTEMBER 12, 2023
”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?” Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary.
BirdEye
SEPTEMBER 12, 2023
We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult. There is heavy competition among brands on social media. So, businesses must bring their A-game to see any return on their efforts at all.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Optimove
SEPTEMBER 12, 2023
Part 1 of a Three-Part Series on Harnessing the Power of Web Push Messaging for Gaming Operators: Web push messaging , based on customers’ lifecycle stage, has the power to engage audiences, drive conversions, and foster long-term loyalty. Whether it’s enticing non-depositors to make their first deposit, nurturing relationships with active players, or re-engaging lapsed users, in this first installment of a 3-part blog series, we take a look at why this approach is the most effective
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
C3Centricity
SEPTEMBER 12, 2023
In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.
Win the Customer
SEPTEMBER 12, 2023
Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1.
CSM Magazine
SEPTEMBER 12, 2023
Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. On the heels of a $15M funding round led by Boston-based Volition Capital, Zenarate’s AI Simulation Training solution has delivered over 20 million training simulations in 15 languages, transforming how contact center agen
Win the Customer
SEPTEMBER 12, 2023
Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights. Understanding Customer Satisfaction At its core, customer satisfaction is a reflection of how content and fulfilled your customers are with their experiences with your brand.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Zeisler Consulting
SEPTEMBER 12, 2023
I’ve been toying with an idea recently: Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial. But as opposed to my usual way of doing things, that’s not why I suggest this. In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning: Brands sometimes spend inordinate gobs of money and time and resources developing over-the-top tremendously complicated VoC programs.
Kustomer
SEPTEMBER 12, 2023
All of a sudden, the term ”artificial intelligence” is everywhere. From AI-enhanced selfies on social media, to the 2023 launch of ChatGPT (and even a 2-minute, satirically acclaimed text-to-video remake of “The Lord of the Rings ”) — generative AI in particular seems to be the internet’s shiny new toy. In reality, AI has been integrated into our everyday lives for years now, especially for the average customer.
SurveySensum
SEPTEMBER 12, 2023
One of my friends, James, uses customer feedback software to create and launch surveys, aiming to gauge his customers’ feedback. After a successful campaign launch, he was promptly presented with an in-app survey asking, “How was your experience with our software today?” Being satisfied with the launch, he promptly gave a positive rating.
Comm100
SEPTEMBER 12, 2023
At first glance, the latest enrollment figures paint a bleak picture. There are over 1.09 million less students in higher education today than there were 5 years. However, there are notable signs of improvement. Freshmen enrollment grew by 9.2% from spring 2022 to spring 2023 , on top of a 10.6% increase the previous year. Nonetheless, competition remains incredibly tough.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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SAP Customer Experience
SEPTEMBER 12, 2023
SAP Service Cloud V2 offers different mechanisms to control the flow of Business process – namely Autoflow, Approval & Feedback. In this blog, we will explain the ‘Autoflow’ feature which is used to define rules specific to a business process or entity and gets triggered based on certain predefined conditions.
Forrester's Customer Insights
SEPTEMBER 12, 2023
Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.
Help Scout
SEPTEMBER 12, 2023
Looking for a Help Scout alternative? Here are some Help Scout competitors, including features and price, so you can pick the customer service software that’s best for you.
eglobalis
SEPTEMBER 12, 2023
What's next in VoC as traditional customer surveys fade from our memories? The end of surveys! The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
2020 Research
SEPTEMBER 12, 2023
Are you looking for a way to capture high-quality audio responses from your participants during your qualitative research project? Look no further than QualMobile’s audio recording feature! What is QualMobile ? QualMobile is a mobile ethnography tool with a user-friendly smartphone app designed for participants to effortlessly share their real-time experiences and insights with researchers.
Cyara
SEPTEMBER 12, 2023
Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.
Nasuni
SEPTEMBER 12, 2023
I'm thrilled to share that Nasuni has officially been certified as a Great Place to Work. The employees of Nasuni work incredibly hard to create a supportive environment in which everyone from summer interns to senior managers have what they need to thrive, succeed, and have a fulfilling experience while working with Nasuni. This is a significant milestone for us, and I'd like to offer a few thoughts on how we earned this certification, and what it means to current employees and external candida
ReviewTrackers
SEPTEMBER 12, 2023
Review monitoring represents a proactive approach to harnessing customer feedback and managing your brand’s online presence and reputation.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Nasuni
SEPTEMBER 12, 2023
Nasuni Chief Product Officer Russ Kennedy discusses how to address the fear of cloud migration.
Integrity Solutions
SEPTEMBER 12, 2023
As a high school football coach, I always get excited this time of year. A new team with a fresh group of kids — kids who unabashedly love the game, have a passion for getting better and strive to compete. Kids who represent their communities, fellow classmates and their families. And they’re all going after a common goal: a championship.
Help Scout
SEPTEMBER 12, 2023
AI won't replace teams that talk with customers every day, it'll make their jobs easier. Learn how Help Scout's newest AI feature can help teams write better, faster responses.
dscout People Nerds
SEPTEMBER 12, 2023
The Places and Spaces approach helps you uncover “in the wild” activities from your customers and from your product. Here’s how to set up these moments for success.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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