Experience Investigators by 360Connext

SEPTEMBER 26, 2023

What’s going on right now in Customer Experience (CX)? We’re doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You’ll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more.

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Loyalty Article Technology Customer Experience 271

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I try to be nice, but that doesn’t always work. What do you think if I yell at them? Here is my answer: A couple of old expressions come to mind. First, “The squeaky wheel gets the oil,” which means if you make enough noise, you might get some action.

Customer Service 136

Customer Service Social Media Workshop Customer Service Training 136

Feedbackly

SEPTEMBER 26, 2023

Customer experience reflects the relationship that a business co-creates with its customers. But, the attributes of CX continue to evolve with the dynamics and growing unpredictability of the business landscape. If brands are to remain competent and foster a unique relationship with their clientele, they have to adapt to the changing trends in CX. Here are the attributes and strategies that will shape the future of CX.

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Management ROI Touchpoint Roadmap 98

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. research. 76% get frustrated when this doesn’t happen. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

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Omnichannel Customer Service Customers Touchpoint 72

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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.

Customers

CSM Magazine

SEPTEMBER 26, 2023

Outsourcing firm receives recognition from the Society of Consumer Affairs Professionals. Premier BPO, a U.S.-based outsourcing and co-sourcing provider, is thrilled to announce its recognition at the Society of Consumer Affairs Professionals (SOCAP) Impact Awards Gala. Premier BPO’s team was honored with two awards: The SOCAP Customer Service Star and the SOCAP Supreme Trainer.

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2007 2003 Presentation Innovation 59

Cyara

SEPTEMBER 26, 2023

Today, businesses must gather, analyze, and interpret details about their customer experience (CX) in realtime and then adapt their practices to effect positive change. The faster they can do this, the better, as this demonstrates the priority and effort made to put the wants and needs of their customers first.

Customer Experience 76

Customer Experience Customers Feedback 76

SurveySensum

SEPTEMBER 26, 2023

Have you ever poured your heart and soul into creating a product, only to find that it languishes in the market, struggling to gain traction? As a product manager, this can be a disheartening experience. You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features

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Management Demo User Experience Measurement 52

SurveySparrow

SEPTEMBER 26, 2023

Have you ever thought about the story behind your everyday utilities? When you flip a switch, enjoy a warm shower, or cook a meal, you’re stepping into a world intricately woven with customer experience. It’s a tale of innovation, reliability, and the quest for perfection. But, have you ever wondered what makes the world of utilities tick?

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Customer Experience E-support E Commerce Customer Satisfaction 52

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. Today, CS teams must adopt digital tactics to scale efficiently, while serving their customers the seamless blend of digital and in-person experiences they’ve come to expect from technology providers. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-

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Customer Success 2023 Customers Consulting 52

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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

Retail

Daniel Group

SEPTEMBER 26, 2023

Welcome to Success Strategies! Do you have an Effective CX Team to Grow Your Business? An effective CX Team is the key to growing your business and creating better customer experiences in your company. In my recent blog, Act on Customer Feedback the Right Way — Make Your CX Team Effective , I focus on the positive impact of acting on your feedback to improve your bottom line and the different areas you can house CX in your company (Marketing, Operations, and Continuous Improvement).

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ReviewTrackers

SEPTEMBER 26, 2023

Companies looking to deliver improved experiences can use customer experience analytics tools to gather, analyze, and derive actionable insights.

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Customer Experience Brands Insights Customers 73

Braze

SEPTEMBER 26, 2023

Here’s everything you need to know about our annual customer engagement conference—Forge 2023, including this year’s theme, location, dates, and featured sessions.

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2023 Customer Engagement Engagement Customers 64

Kapta Customer Success

SEPTEMBER 26, 2023

Do your account managers clearly understand their client’s desired outcomes? This is essential if you want to help your customers achieve measurable results and have a six times longer lifespan.

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Communication Measurement Management Customers 59

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Measurement

Forrester's Customer Insights

SEPTEMBER 26, 2023

How customers perceive a brand influences how much they are willing to spend with the brand; whether they will recommend it to others, and; how likely they are to forgive the brand’s missteps.

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Banking 2021 Brands Customers 51

Nasuni

SEPTEMBER 26, 2023

Our commitment to Nasuni customers goes beyond simple support. According to the Customer Relationship Management Institute (CRMI), the performance of our customer support team has been world-class. CRMI audits and awards the NorthFace ScoreBoard Service Award, which is awarded to companies that deliver excellence in customer service. I'm very pleased to share the news that Nasuni has received this recognition for the third year in a row.

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NPS Customer Relationship Management Customer Relationships Feedback 52

Braze

SEPTEMBER 26, 2023

In recent years, sustainability has become important to both how a brand builds its values to how it communicates.

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Connections Loyalty Customer Relationships Communication 64

Help Scout

SEPTEMBER 26, 2023

Learn from folks who are helping customers, building teams, and growing careers in ecommerce customer service.

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Article Customer Service Customers 44

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.

Customer Insights

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

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Innovation Brands Culture Leadership 90

MyCustomer

SEPTEMBER 26, 2023

As the world hurtles toward an uncertain future, one thing remains certain: Generation Z, born between the mid-1990s and early 2010s, is set to become

Customers 94

Customers 94

SmartKarrot

SEPTEMBER 26, 2023

The business environment has never been less certain, more complex, more volatile, or more fraught with indistinctness than it is now. Heated labor markets, freelancing employees, socialized recruitment, and diminishing talent pipelines are the new normal. This means that you need to engage and empower your workforce in order to gain a competitive advantage over your rivals in the industry you operate in.

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Download Document Competitive Advantage Culture 10

Nasuni

SEPTEMBER 26, 2023

Nasuni’s VP Access Anywhere Jim Liddle discusses how Nasuni is built to manage cloud file data at scale.

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Management 83

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Information

Clarivate

SEPTEMBER 26, 2023

Intellectual Property (IP) portfolios are expanding dramatically—and so are the costs of securing and maintaining patent and trademark rights. The fees for applications, local agents and renewals have become a major cost center and a management challenge. These pressures place extra strain on corporate IP leaders’ budgets. Overshooting the annual IP budget puts pressure on the company’s bottom line.

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Download Financial Management Information 59

Nasuni

SEPTEMBER 26, 2023

The data storage industry has evolved significantly in the last three decades, but what has happened in the last 10 years has been another order of change entirely. The maturation of the cloud and the related ecosystem of solutions are transforming data storage from a basic necessity into a strategic technology that can drive business innovation and cost reduction, reduce risk, facilitate hybrid office models, accelerate global workflows and uncover hidden insights.

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Innovation Insights Technology 52

Clarivate

SEPTEMBER 26, 2023

One of the critical factors determining the success of a clinical trial is the selection of appropriate clinical sites that have evidenced access to specific patient populations. Siting can significantly impact a trial’s efficiency, cost-effectiveness, and ability to generate robust, reliable data. Patient recruitment accounts for 32% of all trial costs and patient drop out averages 18%, according to Deloitte figures.

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Healthcare Hospitality Social Media Insurance 59

Nasuni

SEPTEMBER 26, 2023

For the last several decades, data has been inextricably bound to hardware. The stewards of data within large organizations were forced to focus on procuring, managing and maintaining the infrastructure on which that data resided. The cloud-driven evolution of capabilities in data storage and protection has rendered much of that once-critical legacy technology obsolete.

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Management Technology 52

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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.

Customer Engagement