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

Customer Experience 260

Customer Experience Workshop 2022 Events 260

BlueOcean

JUNE 22, 2022

Just a few short years ago (say, 2014 or 2015) when it came to technology, outsourcers were happily touting the cost benefits of their telephony platforms and on-prem systems, showing prospective clients how, instead of having to invest in and maintain their own IT infrastructure, it was a real value add to the client to be hosted on their partner’s telephony platform.

Contact Center 156

Contact Center Technology Tourism 2014 156

ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.

Customer Service Training 132

Customer Service Training Reference Retail Communication 132

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. But the relevance of that answer can vary depending on the type of technology that powers the solution.

E Commerce 119

E Commerce E-support Banking ROI 119

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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

InMoment XI

JUNE 22, 2022

Microsurveys are the key to gaining the customer feedback you need to power your CX program, and many of these surveys are sent via email. The first step to receiving that survey feedback is getting your customer to open your email. . When it comes to open rates, your email’s subject line is more important than you might think it is. Two helpful email stats drive this point home: 69% of recipients will look only at the subject line before flagging an email as spam. 47% of recipients decide to op

Net Promoter Score 260

Net Promoter Score NPS Reference Feedback 260

Beyond Philosophy

JUNE 18, 2022

Podcast Summary. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy.

Consulting 88

Consulting Consumers Financial Customers 88

CSM Magazine

JUNE 19, 2022

We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience? Depending on your team and the products you support, your challenges may be different.

Social Media 98

Social Media Customer Relationships Poor Customer Service Retail 98

Education Services Group

JUNE 24, 2022

The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose. My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set up canopies at what appears to be the bungee jump site. We get about 200 feet onto the bridge before Jenny lets go of my hand—apparently, I’m too clammy, but more importantly…why isn’t she?

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

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 94

Customer Success Net Promoter Score Return on Investment Metrics 94

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

eGain Blogs

JUNE 24, 2022

When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022 just came out. Just like in previous years, eGain clients came out on top! These are not subjective awards—they are based on quantitative data gathered from tens of thousands of consumers on the customer service experiences of leading brands.

Consumers 87

Consumers Airlines Magazine Transportation 87

Comm100

JUNE 23, 2022

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this.

Events 82

Events Healthcare 2022 Insights 82

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

Contact Center 74

Contact Center Average Handle Time Competitive Advantage Management 74

Integrity Solutions

JUNE 23, 2022

It’s the “r” word no one wants to utter, but many experts worry that a potential recession could be looming somewhere out there on the horizon. While the data doesn’t suggest a major downturn is imminent, and things like strength in the labor market and financial system could fend it off entirely, there are numerous warning signs that have economists cautioning that “the economy faces headwinds.” And for many salespeople it will be the first recession theyR

Sales 75

Sales Consulting Contact Center Customer Service 75

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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

Opinionator

JUNE 20, 2022

Feedback is essential for every business. The voice of a customer can help the business determine where it is succeeding and what it can improve on. Feedback not only helps companies daily but lets customers be valued contributors. Community government, though not a traditional business, benefits from community insights in exactly the same way. Citizens […].

Feedback 105

Feedback Engagement Government Insights 105

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.

2022 104

2022 Webinar Events Management 104

SAP Customer Experience

JUNE 22, 2022

Currently we are hosting a Customer Engagement Initiative regarding this topic. If you are interested to join us, please register here. Non-fungible tokens (NFT) are digital assets handled by smart contracts on a blockchain that can represent a verifiable ownership certificate for digital or physical assets, like art, licenses, in-game.

Customer Relationships 72

Customer Relationships Customer Engagement Customers Engagement 72

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.

ROI 64

ROI Customer Retention Measurement Customer Service 64

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

Kustomer

JUNE 24, 2022

We live in an age of self-empowerment and immediacy. When we have questions, we turn to Google. When we want food, we turn to Seamless or Caviar or Doordash. When we want to go somewhere, we call a Lyft or an Uber or hop on a Lime or a Revel. In this day and age, no one wants to wait, because we don’t have to. We have the power to get whatever we need, when we need it.

Article 98

Article Customers Customer Service Brands 98

Guavus

JUNE 23, 2022

I’m a huge fan of the HBO series Game of Thrones. I faithfully watched every episode of every season. Throughout each season, Sunday night was a much-anticipated respite for me, as I dove into the lives of enthralling characters who were beautifully written, carefully casted and artfully portrayed. Season-ending episodes always delivered with high drama, thrilling action and mind-boggling cinematography and CGI; but what the show did most effectively was leave you wanting more.

Net Promoter Score 98

Net Promoter Score Wireless NPS Entertainment 98

Lithium

JUNE 22, 2022

The days of ad views equaling positive customer engagement are over. Guerrilla Marketing via TikTok can change that. The term guerrilla gives rise to a select series of images. Cloak and dagger tactics, improvised technologies, or a jungle-fighting 1980s action-movie hero. When we apply this term to the marketing world, an idea blossoms that marketers must invent new ways to constantly evolve and remain culturally relevant enough for customers to engage with what they have to say.

Entertainment 98

Entertainment Social Media Advertising Government 98

BirdEye

JUNE 23, 2022

If you’re a business owner who hasn’t taken advantage of the many Google Messages features designed to make interacting with your customers a breeze, now is the right time to start. In this article, we’ll show you 10 ways to use Google Messages to your advantage when chatting with current customers and new leads. What is Google Messaging? Google Messages is a messaging application developed by Google that was created for Android mobile devices.

Communication 98

Communication Connections Reference Interaction 98

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The 5 Essentials of a CX-First Platform 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?

Customer Experience

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. A few reasons she is awesome – She is the president of Liz Kislik Associates LLC for 3 and a half decades – offering management consulting, executive coaching and other services to help organizations grow (including American Express, Girls Scouts and Staples).

Culture 98

Culture Consulting Leadership Management 98

CSM Magazine

JUNE 23, 2022

ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. “ASAPP has a dedicated team of natural language processing (NLP) and speech researchers who are advancing state-of-the art in automatic speech recognition (ASR) and task-oriented dialogue,” said ASAPP Chief Scientist Ryan McDonald who previo

Call Recording 96

Call Recording Interaction Information Customers 96

Interactions

JUNE 24, 2022

Gartner’s Top Technology Trends for CSPs in 2022 highlights how Communication Service Providers’ (CSPs) customers are increasingly pushing for consistency and quality of experiences across the customer journey and life cycle, regardless of what channels or services they use. With consumers demanding better customer experience, it’s no surprise that CSPs are investing in customer experience strategies to increase retention, growth and loyalty. .

Communication 62

Communication Loyalty Insurance Contact Center 62

Feedbackly

JUNE 23, 2022

Customer feedback helps businesses view their brand from a customer’s perspective. You get a better understanding of the strengths and pain points through them.

Feedback 97

Feedback Customers Brands Customer Journey 97

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center