Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 78

Government Communication Social Media 2022 78

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

InMoment XI

MARCH 6, 2024

With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. To truly drive growth, companies must manage the entire customer experience and offer next-level support.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? As a pioneer in knowledge-powered customer engagement, eGain has always kept track of developments in knowledge management and information management. Presenters.

2021 93

2021 Connections Workshop Innovation 93

CSM Magazine

JANUARY 17, 2024

This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. They incorporate live streaming, visual content management, hosting, analytics, security features and more. The ideal video provides a space to present your brand values.

Communication 52

Communication 2023 Social Media Travel 52

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Technical Problems.

Communication 118

Communication Customer Journey Presentation Customers 118

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. It also gives agents a set time to present any questions, comments, or concerns.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Customer Bliss

JANUARY 17, 2019

Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX. Connect Employees to the Customer.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Ecrion

APRIL 15, 2020

Yet how are you going to accomplish this task without setting up the right channels of communication? However, that brings up the question of what channels of communication are on hand. Therefore, you’ll need to have a thorough understanding of the most common channels of communication. Synchronous Communication Channels.

Communication 74

Communication Social Media E-support Customers 74

Bill Quiseng

DECEMBER 6, 2023

EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Your people have an emotional connection. The best managers are passionate about what they do.

Leadership 158

Leadership Engagement Financial Loyalty 158

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. This is why we have to continually connect to the business why. Use charts, graphs, and visualizations to communicate the data effectively.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

NOVEMBER 11, 2022

Project/Program Management. Change Management. Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Kustomer

JULY 18, 2022

The benefits of upgraded customer relationship management (CRM) software are immeasurable. By intentionally connecting your CRM and chatbots — two crucial elements of your CX strategy — you’ll allow your support to team to increase productivity and bolster customer relationships. Proactive Messaging.

Connections 98

Connections Multi-Channel Social Media Measurement 98

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Or, job interviews, conference presentations, grant applications, engineering RFPs and RFQs. Consequently, you are disappointed when employees and clients do not know what to do with the information you present. Yet, this strategy is underutilized.

Connections 66

Connections Engagement Workshop Presentation 66

Integrity Solutions

OCTOBER 12, 2018

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? Just think about how much of your workday involves communication. None of this is news to business executives or even to most hiring managers.

Communication 77

Communication Connections Customer Satisfaction Presentation 77

ProProfs Chat

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Management 108

Management Customer Service Communication Customers 108

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. I tend to agree. The Common Method of Customer Experience Training.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Lumoa

SEPTEMBER 8, 2021

The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. But surveys do have a place in your Customer Experience Management program.

Customer Experience Management 83

Customer Experience Management CEM Customer Experience Management 83

Stella Connect

MARCH 22, 2022

Knowledge and authority are important skills in customers service , but saving the relationship with a customer depends on effective communication. Before you get caught up in the details of the complaint, focus on the individual you’re connected with. Agents hold the power to turn things around. What do they all have in common?

Communication 52

Communication Customers Brands Definition 52

CSM Magazine

JUNE 27, 2023

By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up. To do this correctly, communication between the event management team and the representative company is essential.

Events 52

Events Brands Management Seminar 52

Russel Lolacher

DECEMBER 30, 2019

Below I’ve included 20 suggestions in those three areas to help you build stronger connections for you, your organization and those you serve. Communicate regularly and often. Learn to be a better presenter. Connect the work you do to its beneficial impact on others. Communicate proactively. Be transparent.

2020 58

2020 Connections Leadership Customer Relationship Management 58

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. Communications is paramount to that.

Communication 48

Communication Contact Center 2018 Connections 48

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. Communications is paramount to that.

Communication 48

Communication Contact Center 2018 Connections 48

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. Communications is paramount to that.

Communication 48

Communication Contact Center 2018 Connections 48

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

APRIL 20, 2021

Over the past year, the focus on Unified Communications has shifted from an area of increased interest to a necessity for business continuity. For example, one of the biggest issues that organisations report is employees struggling with the fatigue of managing too many separate apps. All while figuring out new ways to do business.

Communication 59

Communication 2020 2019 Innovation 59

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! When you only have a small amount of feedback to sift through, manual analysis works well, and keeps you connected to your users.

Feedback 71

Feedback Management Net Promoter Score Roadmap 71

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? A CSM is also a communicator.

Customer Success 52

Customer Success Management Customer Retention Customers 52

TechSee

OCTOBER 9, 2018

Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. connected devices and use 3.3 Show me, don’t tell me: Millennials prefer visual communications over all other forms of media. Visual engagement.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Daniel Group

NOVEMBER 30, 2022

Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Our keynote speaker, Fred Reichheld , presented a new way of evaluating the financial impact of better CX. Marty Yuzwa, Six Sigma Manager at Ohio Machinery. Who was there?

2022 98

2022 NPS Net Promoter Score Presentation 98

Thematic

AUGUST 25, 2021

Kay , from Goodman Fielder, backed this by reiterating the need to open up with the business problem the insights connect to. As CX professionals, we constantly need to remember what different stakeholders care about - and start with the problem we’re trying to solve which connects to their function/purpose. What do we do about it?

Insights 116

Insights Presentation Leadership Feedback 116

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

SurveySparrow

SEPTEMBER 8, 2021

We’re sure you’ll try to find why along with ways to manage and improve it? . First, we’ll talk about employee experience management and how an employee experience platform would improve it. What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first.

Employee Experience 59

Employee Experience 2021 Management Culture 59

Comm100

DECEMBER 12, 2023

It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co., Customers today are more connected than ever and expect to interact with brands across multiple channels seamlessly. However, disconnected channels create disconnected communication.

2024 81

2024 Innovation Customer Service Omnichannel 81