Beyond the Arc

DECEMBER 20, 2021

As we look out over the horizon of 2022, one thing is clear — we can only move forward. We won’t just dust off old habits, even for workers who finally return to the office. As individuals, our mindset, our needs and our priorities have shifted. And companies in technology, financial services, logistics, and [.]. The post 6 fintech and technology trends that will redefine CX in 2022 appeared first on Beyond the Arc.

2022 145

2022 Technology Financial Communication 145

BirdEye

DECEMBER 20, 2021

When you think of a business, what comes to mind? For many people, the word reliable is at or near the top. In fact, a quick Google search on the specific term ‘reliable’ yields 11 billion results. This showcases how important it is when deciding who we do business with. But what about the other way around? When your customers take the time to evaluate your business, you trust they’ve been to your establishment, have used a product of yours, or experienced customer service on some level.

Consumers 98

Consumers Retail Marketing Customer Experience Management 98

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social media presence.

Customer Care 98

Customer Care Transportation Social Media Government 98

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. But we know it’s not likely that you were able to catch it all as its been a whirlwind of a year. So instead of living with FOMO, we’re bringing you a recap of the top webinars you all enjoyed the most from us this year.

Webinar 98

Webinar 2021 Chief Customer Officer B2B 98

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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

C3Centricity

DECEMBER 20, 2021

Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, at least when used properly and appropriately. So what is disrupting business as usual? It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years

Technology 87

Technology Customer Centricity 2015 Hotels 87

NICE inContact

DECEMBER 20, 2021

Going digital requires an uplevel in agent skills. Download "New Agent Training Tips for Today’s Digital World" for useful information about preparing your agents for your digital transformation.

Consumers 83

Consumers Download Information Customer Experience 83

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social media presence.

Customer Care 59

Customer Care Transportation Social Media Government 59

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. But we know it’s not likely that you were able to catch it all as its been a whirlwind of a year. So instead of living with FOMO, we’re bringing you a recap of the top webinars you all enjoyed the most from us this year.

Webinar 52

Webinar 2021 Chief Customer Officer B2B 52

CSM Magazine

DECEMBER 20, 2021

Joint Talkdesk and PCI Pal customer relationships expand to include Air Business, Metabolic Living, Resideo, Scotts, Tucows, and Weekendesk. PCI Pal , the global provider of secure payment solutions, is working closely with Talkdesk , the global customer experience leader for customer-obsessed companies, to provide a growing list of customers with innovative customer service and security capabilities.

Contact Center 52

Contact Center Financial Omnichannel Government 52

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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

Retail

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent.

Customer Service 52

Customer Service Contact Center Download Article 52

CSM Magazine

DECEMBER 20, 2021

Throughout my career I’ve been fortunate to build and use some fantastically innovative technology, but I cannot get away from the fact that technology is only as good as the people using it. And the people using it are more important to any organisation than technology in isolation. The pandemic has only highlighted this fact, and contact centres are now confident that technology only enables people rather than replaces them.

Marketing 59

Marketing Technology Omnichannel Presentation 59

West Monroe

DECEMBER 20, 2021

Financial 52

Financial Technology Customer Experience Customers 52

CSM Magazine

DECEMBER 20, 2021

The need for a powerful brand has never been clearer: companies with top brands significantly outperform their peers , and now, more than ever, purchasing decisions revolve around what a brand means and stands for. Sadly, however, building a brand is never straightforward — there isn’t any ten-step process you can follow to the letter and expect to build an internationally recognizable brand at the end of it.

Brands 52

Brands Social Media Reference 2018 52

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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

Zonka Feedback

DECEMBER 20, 2021

The G2 Winter 2022 Reports are out — and we're ecstatic to share that Zonka Feedback has won 13 awards (including Momentum Leader, High Performers, and Users Love Us) for multiple categories in this quarter, outperforming our previous quarter record when we won 11 awards from G2. ?? ?? ??.

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2022 Feedback 98

Kapta Customer Success

DECEMBER 20, 2021

The biggest challenge most businesses face in today's market is maintaining and building customer relationships. It can be difficult to gauge the successes and failures of most customer relationships and respond appropriately if there isn't a solid system to inform strategies. This is especially true if you need to fix a relationship before it's too late.

Customer Relationships 98

Customer Relationships Customers Information Marketing 98

SmartKarrot

DECEMBER 20, 2021

Customer onboarding is a critical aspect of business development, especially for a B2B SaaS company. However, the one thing that the executives miss out on is that it can even come in handy with salesforce. 89% of customers reportedly say they would pay more for companies that provide a better customer onboarding experience. No doubt, highly engaged customers buy more than unengaged customers.

Document 10

Document B2B Customer Success Customers 10

Blueshift

DECEMBER 20, 2021

It’s that time, yet again, to announce the winner of this past quarter’s MORPHeus Award! Following a busy fall that included enhanced product features, a new Blueshift Academy course, the launch of our Smart Guide to Omnichannel Campaigns, and a spot on Deloitte’s 2021 Technology Fast 500, we have a lot to be grateful for. The post MORPHeus Award Winner (Q3 2021): Soubhik Dawn, Director of Product Management appeared first on Blueshift.

2021 52

2021 Management Omnichannel Technology 52

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

PK

DECEMBER 20, 2021

According to Forrester Research, “A strong global digital experience service provider will integrate its offerings end to end to: deliver differentiated experiences by bringing creative to the fore… design, build, […]. The post Why we’ve been recognized as a global digital experiences provider by Forrester: Our take appeared first on PK.

Customer Retention 40

Customer Retention Customers 40

dscout People Nerds

DECEMBER 20, 2021

Recapping the most need-to-know product updates and feature releases from the year.

2021 52

2021 52

Knowmax

DECEMBER 20, 2021

DIY knowledge base for handling customer calls with ease.

Customers 52

Customers 52

West Monroe

DECEMBER 20, 2021

Sales 52

Sales Marketing 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

Call Experts

DECEMBER 20, 2021

Holidays can be busy, with people traveling and rushing from parties to get-togethers you may be attending and hosting family yourself. With all this hustle and bustle around the holidays and just making it through the usual busy everyday life, we don’t always find time for ourselves and our loved ones when there is a need for rest. The best way to help with that is self-care and making sure everyone stays calm in the chaos of the holidays.

Travel 19

Travel Presentation Connections Events 19

West Monroe

DECEMBER 20, 2021

Healthcare 52

Healthcare Technology 52

SmartKarrot

DECEMBER 20, 2021

It’s only recently that customer success has emerged from being a “nice-to-have.” Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

West Monroe

DECEMBER 20, 2021

Decarbonization represents a significant challenge and opportunity for utilities. It involves a broad range of initiatives spanning operational changes to customer influence and engagement. Taken as an opportunity, trends such as the shift to renewable energy and transportation electrification enable cost reductions and growth potential. But the challenges to fully decarbonize utilities are vast, particularly when considering the regulatory and societal drivers that are creating urgency to achie

Transportation 52

Transportation 2019 2009 Metrics 52

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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