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InMoment XI
MAY 18, 2022
B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way!
TechSee
MAY 18, 2022
In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par?
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Totango
MAY 13, 2022
Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth.
eGain Blogs
MAY 18, 2022
In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels and touchpoints.
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When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.
Bill Quiseng
MAY 18, 2022
Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Shep Hyken
MAY 18, 2022
Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly.
Doing CX Right
MAY 15, 2022
Celia Fleischaker, CMO at Verint, explains how to elevate relationships and customer engagement across channels from marketing, and sales to customer service and support by breaking silos and improving inefficiencies.
BirdEye
MAY 16, 2022
If you want your business to have a well-established online presence, you need to consider the weight of Google reviews on your ranking and reputation. Reviews are a way to grow your business digitally, both in how you rank on Google and how customers rate and review your products.
Middlesex Consulting
MAY 18, 2022
Has the number of unhappy customers calling into your business increased?
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Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!
InMoment XI
MAY 17, 2022
Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely).
Kayako
MAY 13, 2022
In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied.
Comm100
MAY 20, 2022
Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business.
Heart of the Customer
MAY 17, 2022
I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.
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We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.
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Totango
MAY 17, 2022
Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022.
InMoment XI
MAY 18, 2022
What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn.
Shep Hyken
MAY 17, 2022
Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie.
Helpware
MAY 17, 2022
When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake.
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How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!
SmartKarrot
MAY 19, 2022
Role: Director, Client Success Location: Remote, United States Organization: MediaMath As a Director of Client Success, you will own and develop strong relationships with the client and key stakeholders from C-suite to Hands-in-keyboards.
SurveySparrow
MAY 19, 2022
Probing questions in customer service are the key to discovering and knowing more about a customer’s problem. On the whole, customer service pros often use a mix and match of diverse question types to solve a customer complaint faster and more effectively.
CSM Magazine
MAY 17, 2022
Predictive Analytics and Automations to Power Real-Time Support.
ChurnZero
MAY 17, 2022
WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership.
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What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!
Kustomer
MAY 18, 2022
Artificial intelligence is making a major impact on customer service and shows no sign of stopping.
SmartKarrot
MAY 17, 2022
Role: Director of Customer Success Location: Remote, United States Organization: Timescale As a Director of Customer Success, you will identify and implement strategic and tactical methods that constantly improve customer experience. Establish and track KPIs and support company goals and initiatives.
SurveyGizmo
MAY 18, 2022
Investment to accelerate growth of leading customer experience software provider. NEW YORK and LOUISVILLE, Colo. –
CSM Magazine
MAY 19, 2022
Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout.
Advertiser: Vanilla Forums
Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.
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