BlueOcean

OCTOBER 4, 2023

Finding a partner who has a proven track record of attracting, training, engaging, and retaining agents in the language of your high-volume customer demographics is going to be the top priority of your RFP process. You’ll want to ask about labor markets, hiring timelines, retention stats and more.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. We may not be the ones programming these machines (thank goodness!!), AI can be a worthy partner. They don’t reply to surveys.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

BlueOcean

OCTOBER 23, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. How have you evolved your training program to accommodate remote and/or hybrid work environments? List Company Facts How long have you been in business? Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 260

Customer Expectations 2024 Touchpoint Omnichannel 260

InMoment XI

APRIL 18, 2023

As with building plans, your CX program also requires a strategy and multiple people working together collaboratively to execute it. Forrester predicted that 1 in 5 CX programs would disappear soon—mostly due to a lack of ability to demonstrate impact and prove ROI of their CX projects. Think of it like building a house. No worries.

ROI 260

ROI 2023 Events Insurance 260

InMoment XI

MARCH 25, 2024

The key is to connect customer experience data from every touchpoint and channel for a complete view of the customer journey. With predictive analytics, teams can dynamically customize website content, email marketing campaigns, and other communication channels based on individual customer preferences and behaviors.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

InMoment XI

MARCH 27, 2024

brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. Automotive online reputation management helps shape and maintain a positive image, ensuring that consumers view your brand favorably across all the digital channels that they use. Increased trust and reliability.

Automotive 260

Automotive Management Social Media 2024 260

InMoment XI

JULY 18, 2022

Moments from InMoment helps you to build a meaningful experience culture and inspire employee advocates for your program. For example, a globally popular restaurant chain and InMoment customer previously used mystery shopping techniques to gather data before partnering with InMoment. 2: Leveraging Customer Feedback in H.R. .

Feedback 492

Feedback Culture Customers Customer Experience 492

Retently

NOVEMBER 27, 2023

Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office. Skilled professionals The biggest issue companies confront in their customer success programs is not collecting the data but efficiently acting on it.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

BirdEye

MAY 26, 2023

A successful business primarily depends on developing strong relationships with clients, vendors, and referral partners. But how do you go from generating some business through referrals to creating a separate referral partner program? Table of contents What is a referral partner? Why do you need a referral partner?

Reference 98

Reference Multi-Channel Social Media ROI 98

BlueOcean

JANUARY 20, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. How have you evolved your training program to accommodate remote and/or physically distanced work environments? List Company Facts How long have you been in business?

Contact Center 156

Contact Center Customer Care Culture Technology 156

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Key responsibilities include achieving revenue and pipeline targets, margin improvement, sales alignment, and maintaining partner incentive programs.

Leadership 52

Leadership Technology Sales Customer Journey 52

BlueOcean

OCTOBER 6, 2020

Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BirdEye

MAY 24, 2023

If you’re looking to implement a referral program for your business, you need some creative inspiration and brilliant customer referral program ideas. You also need to know what goes into an effective referral program as well as how to ensure it gets out to the right people. Table of contents Do referral programs work?

Social Media 98

Social Media Reference Sports Sales 98

Circular Edge

MARCH 4, 2024

By joining the program, Circular Edge can leverage its extensive experience to promote, implement, and tailor NetSuite to its clients in the ecommerce, retail, wholesale distribution, and manufacturing industries. NetSuite partners can leverage every aspect of the suite, including ERP, HCM, inventory management, CRM, and ecommerce.

Competitive Advantage 52

Competitive Advantage 2022 Consulting Retail 52

BlueOcean

MARCH 24, 2022

Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. Evolving Omnichannel Service. In line with this, there’s significant growth in self-serve customer care.

B2C 156

B2C Customer Care Contact Center Customers 156

Blueshift

SEPTEMBER 1, 2022

One of the best parts of my role as product marketing manager here at Blueshift is partnering with our customers and shining a light on the moments of joy they build for their customers. All our 22 winners and honorees demonstrated success in customer-centric, AI-powered campaigns across marketing channels.

Engagement 98

Engagement Customer Engagement 2022 Customer Centricity 98

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Many brands could actually earn greater loyalty by issuing a partner brand’s loyalty currency – or, simply allowing customers to ‘burn’ (i.e., This actually is not true. Is your business above this threshold, or below?

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Experience Investigators by 360Connext

JULY 20, 2021

Listening posts can be incredibly important to the Voice of the Customer program, and also provide the right information at the right moment for the organization. Including customer feedback from sources where customers share on their own into the Voice of the Customer program. Three Steps to Assess Your Customer Listening Program: 1.

Social Media 361

Social Media Customer Journey Feedback Contact Center 361

Gainsight

MARCH 4, 2024

For online training programs, data plays a critical role from beginning to end. Below we’ll look at five of those metrics, but the big picture to keep in mind is that a successful online training program sprouts from a clear vision of the business outcomes you want to move the needle on.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Currency Alliance

NOVEMBER 4, 2022

So how should New Zealand’s banks and brands respond, and how should other brands collaborate with partners to reduce dependency on any single source of funding? Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared. Within one year, over 100 bank-sponsored loyalty programs in Europe disappeared.

Loyalty 52

Loyalty Marketing Loyalty Programs Banking 52

Totango

SEPTEMBER 22, 2023

We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth.

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). Avaya celebrates Waterfield Tech’s noteworthy accomplishments as a Partner of the Year and looks forward to another promising year ahead.”

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

Currency Alliance

DECEMBER 11, 2023

As everyone knows in the loyalty industry, entering into new commercial agreements with partners can be a very time-consuming effort. For this reason, only very large partners end up collaborating even though the loyalty program members engage with thousands of medium or smaller potential partners on a daily basis.

Loyalty 52

Loyalty Loyalty Programs Document Brands 52

CSM Magazine

OCTOBER 7, 2021

Empirix , an Infovista company and leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years. Cormican has more than 20 years of experience working in sales, channel, and distribution.

Contact Center 52

Contact Center 2026 Marketing 2024 52

ShepHyken

NOVEMBER 14, 2022

Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. The same was even true with the introduction of email as a channel. The introduction of digital channels, however, exposed the inflexibility of these premises-based systems. There’s nothing wrong with that.

White Paper 70

White Paper Article 2022 Customer Service 70

BirdEye

JULY 3, 2023

What are the different types of affiliate programs? Common channels for affiliate marketing Tips for affiliate marketing success How do you track affiliate marketing success? The consumer receives the link to the product or service via various digital channels. How do affiliates make money? How do you start affiliate marketing?

Sales 98

Sales Marketing Social Media Blog 98

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. B2B and SME programs are now more established, but their evolution is within the context of the resurgence of the coalition loyalty model.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

CSM Magazine

APRIL 4, 2024

Central to the success of any affiliate marketing initiative are the best affiliate programs, which provide a platform for brands to collaborate with affiliates and harness their marketing prowess to drive sales and brand awareness. One of the hallmarks of the best affiliate programs is transparency and fairness in commission structures.

E Commerce 52

E Commerce Marketing E-support Webinar 52

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. Our track record with Genesys – one of our closest strategic partners – is just as impressive.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

BirdEye

JUNE 15, 2023

As a local business looking to improve sales, your marketing strategy has to include a refer-a-friend program. In this blog, we’ll define why refer-a-friend programs are essential, what to consider before starting your referral program, and the best refer-a-friend promotion ideas. People trust their friends.

Reference 98

Reference Sales Social Media Brands 98

delighted

JUNE 30, 2022

This post is a guest contribution by Emma Kimmerly, Partner Marketing Lead at Friendbuy. But your happiest customers can do more than provide validation and direction – they can also become significant revenue drivers for your business through a referral program. What is a referral program? High margin growth.

Sales 83

Sales Reference Net Promoter Score Loyalty Programs 83

COPC

OCTOBER 31, 2022

Customer expectations are rapidly evolving, channel availability is expanding, and the complexity of transactions handled by outsourced partners continues to increase. We will explore key areas to transform vendor management approaches into a partner success model for the future. Multichannel CX Program Management.

Management 79

Management Government Contact Center Metrics 79

Lithium

OCTOBER 3, 2023

The Khoros Kudos Awards is an annual customer awards program that recognizes leading B2C and B2B brands who innovate to connect, service, and establish trust with their customers through the modern digital channels people prefer, including social media, websites, brand messaging, online communities, and more.

2023 52

2023 2024 B2C Social Media 52

Education Services Group

JUNE 8, 2021

Partner Success is still a relatively new concept in a fairly new industry. More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” What is Partner Success? How does a Partner Success Pilot Program work?

Customer Success 52

Customer Success Definition Innovation Engagement 52