Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

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Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a brand ambassadors? It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. This form of marketing is crucial to organic growth because it’s based on relationships and trust.

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Gainsight

APRIL 21, 2022

If you want to improve your customer’s experience, you have to crawl into their skin and see what they see. That’s what the best product analytics will let you do. They peel back the user’s experience, so you can understand what they’re going through and tweak your product to enhance their experience. Unfortunately, many SaaS organizations focus on the wrong metrics or misleading product analytics—and their plans to improve the customer experience fly off course.

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Knowmax

APRIL 21, 2022

Trust matters most when one talks of the BFSI industry. The moment that dwindles, organizations begin losing precious customers and, by domino effect, suffer from poor brand recall. Do you know 69% of customers who plan to leave their bank say it was due to poor service rather than poor products? Now talking of poor customer service , there are a plethora of internal and external factors at play.

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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

Think Customers

APRIL 21, 2022

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support. And while both terms are often used interchangeably, there are distinct differences to these approaches.

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Gainsight

APRIL 21, 2022

2022 has already been quite the year. Since 2021, we have seen more product-led hypergrowth than in years past. According to an October 2021 Wired Magazine article titled “Earth’s Unicorn Population Is Exploding,” it was revealed that a record-breaking 264 companies were hitting “unicorn” status in the US, with VC investment hitting $240 billion. In fact, in 2022, there are reportedly over 1,000 companies that were in hypergrowth and reached “unicorn” status worldwide.

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CSM Magazine

APRIL 21, 2022

Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange. The only operator with full national coverage, Dyno-Rod selected BigChange to help it transition to paperless working and improve operational efficiency. Using the BigChange platform, Dyno-Rod is already saving a day a week in the administrative resource it requires to run its team of mobile service engineers whilst mor

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inQuba

APRIL 21, 2022

Published by InMoment on 20 April 2022. Combined offering provides CX practitioners with a one-stop solution for both customer experience (CX) and customer journey (CJ) management programs to greatly reduce churn, increase adoption, and lower costs. Gives an omnichannel view of individual customer journeys, contextual overlays, action anticipation, and automated “nudges” to encourage customers to complete an action.

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SurveySparrow

APRIL 21, 2022

Customer feedback is the holy grail of customer experience. The challenge? Feedback comes from perceptions, and perceptions can change or set over time. So any delays in asking for feedback will lessen its accuracy. And, it will become much harder to change your customer’s minds if they had a bad experience. In this case, a real-time feedback tool can tell in a split-second if your customer is happy or not – enabling you to fix a bad customer experience as quickly as possible.

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience.

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Gainsight

APRIL 21, 2022

Over the past several years, Gainsight has turned to the field of information and statistical reporting to aid in traversing change and building out new paths. One of the leaders in research, advisory, and consulting is Forrester. Their unique insights ??stem from hundreds of thousands of surveys with respondents who are consumers, heads of business, and technological leaders.

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SurveySensum

APRIL 21, 2022

Have you recently bought a car? After buying a car or any other product, you must have received a phone call asking for your feedback on the purchase. On the call, an interviewer will talk about your buying experience, product experience, or service experience. This phone call is called CATI – Computer-Assisted Telephonic Interview. Let’s understand this.

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Forrester's Customer Insights

APRIL 21, 2022

Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space. This increase is partly driven by the pandemic, which elevated the importance of […].

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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

Brad Cleveland Blog

APRIL 21, 2022

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time required to fix errors, … Continue reading → The post Service Metrics for Accessibility and Quality appeared first on Brad Cleveland.

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Alida

APRIL 21, 2022

The bi-annual event plans to deliver on its title (Experience, Reimagined) by shedding light on how to move back from reactive to proactive CX designing.

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Brad Cleveland Blog

APRIL 21, 2022

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time required to fix errors, repeat contacts from customers, escalated contacts in which they ask to speak to a supervisor, and other variables that zap … The post Service Metrics for Accessibility and Quality first appeared on Brad Clev

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SmartKarrot

APRIL 21, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Drive customer outcomes by increasing renewals, reducing churn, driving up-sell, and identifying opportunities for cross-sell. Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT).

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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

Clarivate

APRIL 21, 2022

Ukraine has a rich history when it comes to scientific innovation, from physics to life sciences, chemistry and engineering. In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. We also look at Ukraine’s contribution to global Research Fronts , which form when clusters of Highly Cited Papers are frequently cited together.

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Helpware

APRIL 21, 2022

When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to televisions. Many people experienced the convenience and selection offered by online shopping.

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SmartKarrot

APRIL 21, 2022

Storytelling is probably the oldest form of communication. Stories told over coffee, a campfire, or through television has greatly influenced decisions. The power of storytelling lies in its ability to convince and create an impact on any listener. The best use case in modern marketing for storytelling is customer-led storytelling. It has become especially popular with top brands vouching for this strategy.

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Keatext

APRIL 21, 2022

The post Aspire uses Keatext to transform process efficiency by nearly 600% appeared first on Keatext.

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SmartKarrot

APRIL 21, 2022

Storytelling is probably the oldest form of communication. Stories told over coffee, a campfire, or through television has greatly influenced decisions. The power of storytelling lies in its ability to convince and create an impact on any listener. The best use case in modern marketing for storytelling is customer-led storytelling. It has become especially popular with top brands vouching for this strategy.

Magazine 10

Magazine Sports Fashion Social Media 10

Uplight

APRIL 21, 2022

Alex Wood is Uplight’s new VP of Information Security. As Uplight partners with utilities, we know information security is top of mind as they work to maintain a reliable energy infrastructure that powers our lives. Learn about Alex’s background, what he brings to Uplight, and why he chose to be a part of our mission. Read More. The post Meet Alex Wood, VP of Information Security appeared first on Uplight.

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Call Experts

APRIL 21, 2022

You juggle many responsibilities like call overflow if you’re a small business owner. While you may be able to handle all of your duties yourself at first, as your business grows and changes, it becomes more difficult to wear every hat. You may need to hire employees to handle some of the tasks that run your company. One significant role is customer service.

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kommunicate

APRIL 21, 2022

Last Updated on April 21, 2022 WhatsApp today owns over a staggering 2 billion everyday active users and has outperformed the used-to most popular messenger app, Facebook. Gone are the days when it was just a mode to connect with your acquaintances. The app now serves a lot more purposes- mainly in the business world. [.]. The post Twilio vs. 360 Dialog – Which Is Best For WhatsApp API?

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement