InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming. That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and wo

Contact Center 486

Contact Center Call Center Social Media Employee Experience 486

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Optimove

OCTOBER 5, 2023

As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Below are six of these “horrors.” Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing.

Marketing 72

Marketing 2023 Loyalty Consumers 72

CSM Magazine

OCTOBER 5, 2023

Did you know that holiday accident claims spike by 15% each year? As a business owner, you’re directly affected. You’ve got a responsibility to ensure customer safety, but you’re also caught in the crossfire of potential legal issues. This article will help you navigate these choppy waters with strategies for accident prevention, effective responses to claims, and understanding the legal implications.

Travel 59

Travel Measurement Customers Hotels 59

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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

SAP Customer Experience

OCTOBER 5, 2023

In November 2022, with Commerce Cloud 2211 release, we at SAP made a significant announcement regarding our commitment towards the accelerated innovation and modernization of SAP Commerce Cloud. As we approach the one-year anniversary since this announcement and release, I feel it is a fitting moment to share the results.

Innovation 88

Innovation 2022 B2C B2B 88

SAP Customer Experience

OCTOBER 5, 2023

As you may have heard, SAP was once again named a Leader in the Gartner® Magic Quadrant™ for Digital Commerce. Our unwavering dedication remains to deliver SAP Commerce Cloud as a cutting-edge composable commerce platform in the cloud. Continuing on the Intelligent CX themes we introduced in Q2 2023, we.

2023 86

2023 B2C B2B Customer Experience 86

SurveySensum

OCTOBER 5, 2023

Samantha had long awaited the day she could upgrade her trusty old sedan to a shiny new car. After extensive research, she decided to visit Prestige Motors, a reputable dealership. Samantha’s purchasing process went smoothly, and she drove home in her new car, thrilled with her decision. A few days later, she received an email from Prestige Motors, requesting her feedback on the dealership experience.

Automotive 52

Automotive Feedback Customer Satisfaction 2028 52

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service. Researchers found that 34% of Brits admit that long wait times are the thing that annoys them the most about customer service when dining out, while 33% selected slow service.

Customer Service 59

Customer Service Poor Customer Service Hospitality 2023 59

SAP Customer Experience

OCTOBER 5, 2023

In eCommerce, the distinction between B2B (Business-to-Business) and B2C (Business-to-Consumer) is more than a matter of audience; it fundamentally shapes the entire commerce ecosystem. While B2C transactions are straightforward and often impulsive, B2B eCommerce operates on an entirely different plane of complexity. Here’s why: Multi-tiered Purchasing Processes: B2B transactions usually.

B2B 56

B2B B2C Consumers Customer Relationship Management 56

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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

CSM Magazine

OCTOBER 5, 2023

In recent years, the online casino industry has seen remarkable advancements. While the excitement of gaming and the potential for winning remain key attractions, one notable development has been in the realm of graphics and animation. The evolution of online casino graphics and animation has not only improved visual aesthetics but has also played a pivotal role in creating immersive gaming experiences.

Transportation 59

Transportation Interaction Technology Engagement 59

Forrester's Customer Insights

OCTOBER 5, 2023

Text analytics is a peculiar software market segment. Vendors typically have a main offering that heavily relies on text mining and analytics, but they rarely position themselves explicitly as “text analytics platforms.

Document 56

Document Consumers Marketing Customer Experience 56

IntouchInsight

OCTOBER 5, 2023

Whether you’re hankering for a hoagie, grinder, or hero, subs are popular among sandwich lovers everywhere. And, in Intouch Insight’s recent Flash Points survey of 1465 consumers across North America, 58% of respondents included Subway among their favorite sub shops.

Consumers 126

Consumers 126

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.

Airlines 152

Airlines Sports Books Consulting 152

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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

Cyara

OCTOBER 5, 2023

Cloud migration, omni-channel usage, greater digitization, increased adoption of voice bots and voice biometrics, along with rapid developments in artificial intelligence (AI) are just a few of the ever growing advancements which are reshaping how organizations like yours are interacting with customers.

Connections 76

Connections Interaction Customers Insights 76

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Designing and implementing the perfect playbook for managing large-scale clients is crucial to ensuring consistent customer experience and business growth. In this article, we delve deep into creating an effective playbook strategy for Large -Scale Clients that can help you build and grow long-lasting relationships and drive revenue growth.

Management 10

Management Metrics Article Engagement 10

Clarivate

OCTOBER 5, 2023

Clarivate hosted a panel discussion focused on advances in transparent peer review that can help mitigate some of the challenges around peer review manipulation. Trust is central to a functional research system, as it is to a functional society at large. However, a variety of threats to research integrity have been growing, including paper mills, image manipulation and the potential for AI abuse.

2023 64

2023 2012 Article 2022 64

Zonka Feedback

OCTOBER 5, 2023

Collecting customer feedback helps businesses get a complete picture of their customer journey. However, it is only through proper measuring and analysis of the feedback that businesses get a better understanding of their customer's needs, anticipate trends, and deliver on their expectations to close the feedback loop. And that's where feedback management software comes into the picture.

Feedback 59

Feedback Management 2023 Customer Journey 59

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

Clarivate

OCTOBER 5, 2023

With market uncertainty now the norm rather than the exception, IP legal teams regularly face multidimensional challenges. What if those challenges are opportunities for change? Budgets and staffing are tight, competitive pressures are on the rise, and clients and business leaders are demanding more for less — without compromising quality. This creates an inflection point for rethinking how corporate and law firm intellectual property (IP) legal teams operate.

White Paper 59

White Paper Competitive Advantage 2009 Financial 59

Zonka Feedback

OCTOBER 5, 2023

Over the years, patients have had to increasingly bear medical expenses from their own pockets. The result is that more and more patients are getting actively involved in the healthcare they receive and their expectations have risen to the next level. Therefore, patient satisfaction has gained more importance than ever and dissatisfied patients are more than happy to leave a healthcare provider for better health services and satisfaction.

Healthcare 52

Healthcare Feedback Management 52

SmartKarrot

OCTOBER 5, 2023

They say, “Don’t just strike gold, mine it!” Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Rather than endlessly chasing new leads, why not maximize revenue from those already in the fold? Let’s delve into this strategic playbook to maximize revenue through account mining. 1.

Workshop 10

Workshop Customer Journey Mapping Customer Journey Feedback 10

Brandwatch CX

OCTOBER 5, 2023

Here's how the latest TikTok trend went viral, the data behind the trend, and some insights on what brands can do about it.

Insights 59

Insights Brands 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.

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5CA

OCTOBER 5, 2023

5CA’s Player Support Meetup 2023 brought together Player Support experts from around the world to share industry insights & expertise.

2023 52

2023 Insights 52

BirdEye

OCTOBER 5, 2023

What’s the first thing that comes to mind when someone mentions your brand name? The gut reaction people have to your business can make or break its success. Today’s marketplace is competitive and transparent, so managing brand perception isn't just important - it's imperative. The stakes are high, with 91% of customers admitting they'd switch to a competitor following a poor customer experience.

Measurement 62

Measurement Brands Social Media Net Promoter Score 62

Forrester's Customer Insights

OCTOBER 5, 2023

Curious of how long the shift to buying groups and opportunities takes? Register for Forrester’s webinar to find out how Reltio made this transformation in just 60 days.

Webinar 56

Webinar B2B Sales Marketing 56

Brandwatch CX

OCTOBER 5, 2023

Here's how the latest TikTok trend went viral, the data behind the trend, and some insights on what brands can do about it.

Insights 52

Insights Brands 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