InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! . We heard from award-winning customer experience speakers from some of Australia’s biggest brands—Craveable Brands, The NRMA, Rest Super, Foxtel, and JAX Tyres & Auto—not to mention two of InMoment’s global l

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ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. That’s why we’ve put together this guide to not only define Customer Success enablement but also outline the key tenets of the term and share some best practices for creating an impactful Customer Success enablement initiative.

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Customer Success Net Promoter Score Return on Investment Metrics 94

Playvox

JUNE 21, 2022

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. During a recession, it could be the difference between survival and failure. Workforce management (WFM) continues to be one of the most important contact center productivity tools. By optimizing the use of the new generation of WFM solutions, contact centers can reduce staff-related costs by 10-20%, enabling them to come through the rece

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BirdEye

JUNE 21, 2022

Search engine optimization — SEO — can mean the difference between your business being found online or getting lost in the shuffle of competitors. If you’re not studying and implementing a rigorous SEO strategy, you’re simply missing out on hundreds to thousands of potential customers. In our latest webinar , we sat down with SEO expert Steve Wiideman and asked him for some tips that local businesses can use to get ahead of the competition in 2022.

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

ShepHyken

JUNE 21, 2022

The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways: Customers are smarter than ever before.

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delighted

JUNE 21, 2022

No matter how you connect with your customers, link surveys allow you to capture feedback through any unique channel that exists along the customer journey – email signatures, social media posts, support chats, receipts, in-store posters, and more. However, it’s crucial to include context and segmentation with each link survey response. Why? Because the more context you gather with your surveys, the quicker and easier it is to understand and act on the feedback.

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ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. That’s why we’ve put together this guide to not only define Customer Success enablement but also outline the key tenets of the term and share some best practices for creating an impactful Customer Success enablement initiative.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Metrics 52

Inbenta

JUNE 21, 2022

Consumers use digital channels to find results and answers quickly. Approximately 84% of consumers search Google at least 3 times a day. And about half of all product searches are initiated through this search engine. However, figures show that current search experiences often fall short of users’ expectations. A survey by SimilarWeb and Sparktoro highlights the major challenge of online search currently: 66% of web searches end with no clicks.

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Insurance Consumers Management ROI 52

Team Support

JUNE 21, 2022

Human brains are wired to process images 60,000 times faster than text. The age-old adage that “a picture is worth a thousand words” is apparently severely undershooting it. Not only that, but an image has the ability to instantly traverse cultural and lingual barriers. Heard of the painting The Starry Night by Vincent van Gogh? Imagine it was just the framed text “De Sterrennacht.”.

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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

Customer Experience

Cyara

JUNE 21, 2022

An Invaluable Partnership for CX Assurance in the Cloud Migration Journey. At Cyara, partnerships have always been central to our business model. Customer experience (CX) assurance is multifaceted, and you need a whole lot of gears turning together in sync to deliver at the highest level. When we partner with other brands, it’s because we know it will elevate and enhance CX delivery for both our customers and our partners’ customers alike.

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Vanilla Forums

JUNE 21, 2022

Your brand’s top advocates provide outsized value to your organization. They often refer new customers, remain loyal, and educate others about the best ways to use your products and services.

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Engagement Reference Customers Marketing 72

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Most often, you will realize that your customers gradually start moving from the onboarding process even before they start seeing your product’s value.

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White Paper Customer Retention Webinar Sales 52

Advantage Communications

JUNE 21, 2022

Call center voice analytics, also called speech analytics, reviews voice recordings and live conversations to provide quality assurance, compliance support - giving call centers and contact centers unique customer service insights that lead to a competitive advantage.

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Gainsight

JUNE 21, 2022

When it comes to creating product roadmaps, product leaders face a plethora of challenges. . Not only can it be difficult to figure out which features to prioritize, but product leaders can also struggle with engineering dependencies, executive demands, and the need to operate with agility in a market that moves faster every day. Suffice it to say that this is a tall order—one that’s even harder without the right tools in place.

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Roadmap User Experience Metrics Document 52

SAP Customer Experience

JUNE 21, 2022

You can make your transition to the cloud quickly and efficiently with the SAP ALM, Application Lifecycle Management. ALM optimizes the way cloud or hybrid environments operate across your business. SAP Cloud ALM safeguards your implementation of cloud solutions from SAP with bestpractice support and methodology from SAP and allows.

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Management Customer Experience Customers 49

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. It makes perfect sense too. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. Why this level of investment?

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2022 Net Promoter Score NPS Return on Investment 52

Knowmax

JUNE 21, 2022

The post Ensure SOP Adherence For The Troubleshooting Process With These 4 Ways appeared first on Knowmax.

Customer Service 52

Customer Service Customers 52

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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.

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Brad Cleveland Blog

JUNE 21, 2022

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.” … Continue reading → The post Quality standards that align with customer experience appeared first on Brad Cleveland.

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Customer Experience Customers Contact Center Call Center 34

BlueOcean

JUNE 21, 2022

If you know me or any of my stellar Blue Ocean colleagues personally, you know we can talk for days about customer experience. And why wouldn’t we be excited to chat? We hold the keys to CX, one of the biggest differentiators brands have at their disposal today. As champions of the call center, it’s up to us to remove every pain point we can from the customer’s path.

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Call Center B2C Customer Care Blog 31

Brad Cleveland Blog

JUNE 21, 2022

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.” … Continue reading → The post Quality standards that align with customer experience appeared first on Brad Cleveland.

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Customer Experience Customers Contact Center Call Center 26

Clarivate

JUNE 21, 2022

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. It is a snapshot of the continually evolving research landscape. “It’s tough to make predictions, especially about the future.”. Baseball player Yogi Berra. As we approach this year’s JCR release at the end of this month, we reviewed factors that may affect the published metrics.

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Alida

JUNE 21, 2022

No matter what industry you’re in, you can learn something from sports teams’ fanbases.

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The DiJulius Group

JUNE 21, 2022

Many times, yes is the answer to a customer. Other times, rather than a flat-out no, the answer can offer an alternate version of what the customer needs or wants. I hate the word no. I truly do. I can’t believe how many people, in a vast number of companies, use it. It should be. Read Full Article. The post The Answer’s Yes / AGT’s Golden Buzzer Winner Presenting at the CSRev Conference appeared first on The DiJulius Group.

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Presentation Article Customers 107

Kapta Customer Success

JUNE 21, 2022

Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes. But as you're reorganizing how your team operates, tracking your KPIs and metrics , and even investigating internal sales processes, it's just as important to take a moment and evaluate your department's tools as it is to assess your goals.

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Management Customer Centricity Metrics Innovation 98

Helpware

JUNE 21, 2022

How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation? Or, is it instilling a set of values that make employees respect, trust, and empathize with co-workers? If it is, is company culture simply a means to an end?

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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