Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.

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Customer Focused Feedback Customer Experience Customers 290

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

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Sales Customer Experience Workshop Customer Service Training 92

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

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2024 Innovation Customer Service Omnichannel 81

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. It differs from quantitative data which is statistical in nature. Qualitative feedback is important in understanding customer needs. It provides rich insights into the thoughts, emotions and perceptions of customers.

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Feedback Social Media Banking Insights 62

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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

BirdEye

DECEMBER 12, 2023

Phone tag — a term that refers to the all-too-familiar sequence of missed calls and voicemails — is much less fun than it sounds. This frustrating cycle can be a significant obstacle to efficient communication and productivity. Luckily, effective voicemail recordings can save the day. The right voicemail recording can reduce the frustrations of phone tag and ensure that your customers get the help they need quickly.

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Automotive Communication Demo Information 57

Magellan Solutions

DECEMBER 12, 2023

Imagine this: You’ve availed yourself of a product or a service but still have a lot of questions in mind. You’ve tried calling their hotline, but the wait time is too long. You’ve sent them an email but heard no response. You even checked their social media accounts and only ended up getting an automated response. Frustrated, right? What if there was a better way to communicate with the seller?

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Customer Experience Social Media Omnichannel Customer Relationship Management 52

Optimove

DECEMBER 12, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Customer segmentation helps businesses target their audience with precision and tailor their strategies to meet specific customer needs. It is a crucial output from Customer-Led Marketing. The following 7 customer segmentation models can be leveraged to gain deeper insights into customer behavior and preferences, enhancing the customer experience and increasing Customer Lifetime Value (CLV).

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Marketing Download Customer Base Feedback 52

CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. In a recently published case study, the Genesys Cloud project with ENGIE was delivered two months ahead of the 12-month timeframe, exemplifying Sabio’s expertise in delivering rapid Genesys Cloud deployments.

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Omnichannel ROI Customer Retention Customer Satisfaction 52

Magellan Solutions

DECEMBER 12, 2023

We all know how annoying it can be to receive a random call from someone offering a product or service we don’t need or want. Instead of being interested, we hang up or say, “No, thank you.” But what if you are on the other side of the phone? How do you make a good first impression, build rapport, and persuade them to take action? This is where lead generation comes in.

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Social Media Call Center Feedback B2B 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

SAP Customer Experience

DECEMBER 12, 2023

Join us for an journey down memory lane as we conclude the 2023 season of Labs Talk with a final epic live stream. Hosted by the duo, Andreas Neumeier and Sven Haiges, this special event is set to be a celebration of the year’s most memorable moments.

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2023 Events Customer Experience Customers 73

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments.

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Omnichannel Social Media Touchpoint Interaction 69

SAP Customer Experience

DECEMBER 12, 2023

Hello everyone, I’m glad to announce the release of SAP Commerce Cloud Stay Current programs for Developer and Business User role. Passing the Stay Current assessment is mandatory, in order to keep your certification up-to-date, otherwise you have to take the certification exam again. What is a Stay Current program?

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Customer Experience Customers 62

Uplight

DECEMBER 12, 2023

Energy powers our lives and without it, we are literally in the dark–making it critical that we ensure our energy infrastructure is reliable and available. Like every other industry, the utility power industry has become digital, leveraging smart meter data to understand utilization and personal data to help engagement, behavior, and personalization.

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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,

Measurement

Think Customers

DECEMBER 12, 2023

Most companies are eager to implement AI solutions to improve customer experiences, but few have the data or technology ready to go to make it happen. Those are some of the insights gleaned from TTEC Digital’s State of AI in the Contact Center research report. The research was designed to define where the CX market is when it comes to AI adoption, and what’s holding them back.

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Contact Center 2023 Webinar Download 52

Zonka Feedback

DECEMBER 12, 2023

With 63% of shopping journeys originating online, the significance of online customer experiences is paramount. While website surveys play a pivotal role, understanding their varied applications and targeted feedback goals is key to their efficacy.

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Feedback Customer Experience Customers Management 52

SurveySensum

DECEMBER 12, 2023

Online surveys, telephonic surveys, paper surveys, etc., are all about exploring the minds of a mass of people. These survey forms help in knowing the likes, dislikes, characteristics, and expectations of people and help gather concrete and accurate results for making vital business decisions. Customer feedback surveys give you insights into understanding their needs and hence improve business products and services.

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B2C Customers Feedback B2B 52

Forrester's Customer Insights

DECEMBER 12, 2023

Despite touting so much about storytelling, most brand experiences are still designed for marketing funnels. In a world where data deprecation is rapidly constraining customer experiences and digital sameness is ubiquitous, how do leading brands separate themselves from the pack to drive consumer engagement, loyalty and top-line revenue growth?

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Loyalty Brands Consumers Engagement 25

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

SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

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Leadership Customer Success Chief Customer Officer Customer Retention 10

Forrester's Customer Insights

DECEMBER 12, 2023

MTV’s “Emily in Paris” is the story of an American marketing executive assigned to her agency’s Paris office. In each episode, she learns something new about the culture, she nails the pitch, there’s a montage of the campaign coming together, then she celebrates with the brand owner at his castle.

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Culture Brands Marketing Communication 30

Nasuni

DECEMBER 12, 2023

President David Grant shares that Nasuni’s hybrid cloud storage solution has been named to the 2024-25 DCIG Top Five Enterprise Cloud-based NAS Consolidation Solutions report in his latest blog.

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Zonka Feedback

DECEMBER 12, 2023

Many organizations rely on various types of surveys for collecting customer feedback to know how happy customers are about their experiences with their products and services. But many times, surveys become a boring and time-consuming task for the customers and therefore they tend to avoid responding to feedback surveys, which eventually leads to a low and inaccurate survey response.

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Feedback Consumers Customers Management 59

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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.

Information

Forrester's Customer Insights

DECEMBER 12, 2023

Last week, Amazon.com VP and CTO Werner Vogels closed out re:Invent 2023 with his keynote address on “The Frugal Architect” This wasn’t the first time, Vogels introduced this topic. In fact, it was a theme he originally introduced in 2012 that revolves around architecting with cost in mind.

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2012 2023 Government Information 57

Braze

DECEMBER 12, 2023

At Braze, we're dedicated to powering interactions between customers and the brands they love worldwide.

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Sales Customer Base Brands Interaction 59

Forrester's Customer Insights

DECEMBER 12, 2023

Since this is an emerging category of technologies, there’s always new innovations and trends to keep track of. My colleagues and I got together to create a list of the most important trends to follow across edge and IoT.

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2023 Innovation Technology 37

Gainsight

DECEMBER 12, 2023

The conventional wisdom at many SaaS companies is that they’re not ready for customer education or customer community. Many leaders say they’re focused on building (or just maintaining) their customer success teams. In this challenging economic environment, customer education and community are seen as nice-to-have extras for down the road. But what if customer success and customer education are actually part of the same revenue-building strategy?

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Customer Success 2023 Customers Measurement 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