ShepHyken
MAY 1, 2020
This week we feature an article by John R. DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever.
Totango
MAY 1, 2020
Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad for your future. Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy.
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CSM Magazine
MAY 1, 2020
Remember your website isn’t for you, it’s for the clients. Creating the best experience for them while they’re on your website will improve your relationship with them, and they’ll trust you. We all know that feeling of something being too hard to find on a website. We get frustrated and will probably go to another company’s website, which is something you, as a business, don’t want.
Oracle
MAY 1, 2020
Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. After all, research by the Harvard Research Review shows that investing in your team’s well-being does more than retain a talented workforce. Happy employees are also the key factor in acquiring and keeping happy customers.
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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.
CSM Magazine
MAY 1, 2020
What’s driving your call centre demand? Most callers look to clarify something. Maybe they just received a notice around revised terms for an insurance policy. Questions typically relate to these three things: payments, charges or queries around a specific product or service. For all these categories, clarity of communications is key. And conversely, complex communications drive increased calls, and increased costs.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SaleMove
MAY 1, 2020
In the wake of social distancing, communication between businesses and their customers has been put to the ultimate test. How can large organizations keep the lines of communication open and ensure their customers are able to connect with an agent or advisor the way they always have in the past? We sat down, virtually—from the […]. The post Glia Clients Talk Service Continuity appeared first on Glia Blog | Digital Customer Service Explained.
ChurnZero
MAY 1, 2020
In an economic slowdown, justifying new business purchases and projects is harder than ever. You’re likely working under new constraints and being asked to re-strategize, pause, or pivot…. …take a scrutinous eye to each line item in your budget…. …defend every cost down to the dollar…. …reallocate resources in unexpected ways…. …generate results with significantly less.
SaleMove
MAY 1, 2020
In the wake of social distancing, communication between businesses and their customers has been put to the ultimate test. How can large organizations keep the lines of communication open and ensure their customers are able to connect with an agent or advisor the way they always have in the past? We sat down, virtually—from the safety of our home offices—with Glia clients, Seth McCune, Managing Director of Operational Efficiency at Orion Advisor Technology, and Kevin Bailey, Director of Underwrit
NetBase
MAY 1, 2020
There’s no doubt that the COVID-19 pandemic has people scrambling to make ends meet. Those in the financial services industry have to stay on their toes to develop ways forward that are fluid and accommodate day-to-day fluctuations. Our 2020 Financial Services Best Practices Guide helps you rapidly get to the heart of what consumers are saying, in real-time, to inform those decisions.
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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
Talkdesk
MAY 1, 2020
The COVID-19 pandemic has resulted in numerous changes and challenges for our world, personally and professionally. Regardless of industry sector, geography or size, every organization is implementing business continuity plans. The situation evolves by the day. Speculation as to when pandemic precautions will end varies from country to country and ranges vastly from several weeks to several months.
Ian Williams
MAY 1, 2020
Profiling & Segmentation. Ian Williams from Jericho and Steve Sullivan from Channel Doctors discuss the importance of profiling & segmentation in Customer Experience Transformation. Profiling & segmentation are widely spoken about in the Customer Experience world, but there is little integration between these data-driven exercises and the typical Customer Experience practices of Personae Building, Customer Journey Mapping and Transformation.
Gainsight
MAY 1, 2020
If you haven’t already heard, Gainsight is hosting Pulse Everywhere coming up on May 13th and 14th, which will be one of the largest virtual gatherings of Product leaders currently happening. If you’re not yet registered, check out the agenda and sign up. And, if you need more convincing, here are four reasons why you should attend: . 1. Hear the latest on product-led growth from Product leaders at Adobe, Seismic, RingDNA, and more We have a great lineup of data-driven Product leaders who will s
DemandJump
MAY 1, 2020
Digital marketers today have access to more channels than ever before. These channels present worlds of new opportunities to reach and engage new prospects and potential customers, but each channel also brings with it a unique set of challenges when it comes to the fine-tuning and optimization required to achieve the highest return.
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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,
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Team Support
MAY 1, 2020
Living in a world where remote work is now common, more companies are leveraging video technology than ever before to keep in touch internally and with customers. Be it company-wide staff meeting or leadership calls, video has become an important part of how we work. So, how can businesses make the most of video technology to improve their customer support and operations?
DemandJump
MAY 1, 2020
This topic has been at the hands of business for ages. There has been major differences between marketing and sales over the years. Some would ask “but why?”, others would roll their eyes and say “you’re telling me!” Whether you are on the marketing side or the sales side of this, what seems to be, a war of the ages within businesses/companies, I am sure you have also seen some light on how Sales and Marketing work together - not only because you have to, but because there is value in the two co
Totango
MAY 1, 2020
HI, In many parts of the world, the sun is shining and everything is starting to blossom. Totango is growing and innovating, too! Today, I am happy to introduce more exciting features and functionalities as part of Belize : Touchpoint Enhancement: Increase alignment and Collaboration with Threaded Touchpoints. Increase team collaboration and alignment by tracking any interaction with customers through emails as touchpoints in Totango.
FiveStars
MAY 1, 2020
Some state governors recently announced that non-essential businesses will reopen in May, and many other states will be following with full or partial reopening in May or June. If you own or manage a business that was shut down due to COVID-19, it is important to first learn your state’s rules for capacity, distancing, hours […]. The post Back-in-Business: Create Your Brick-and-Mortar Store Re-opening Strategy appeared first on Fivestars Insights.
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.
Lithium
MAY 1, 2020
The Atlas team is in the process of redesigning Atlas’ landing page to help members seamlessly achieve success through our platform. Our goal for these changes is to simplify navigation throughout the community and help better represent content on the platform. -Sample of the new avatar collection- These redesigns will be carried out through a few phases, the first of which we plan to go into effect next week.
DemandJump
MAY 1, 2020
The future of data warehousing is changing, fast. Technology is giving us the ability to move quicker and accomplish things we could never imagine before. But is our modern data warehouse strategy evolving with new technology? Is the purpose of a data warehouse the same as before? I have been thinking about these questions quite a bit lately.
C Space
MAY 1, 2020
The Brand Move Roundup – May 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
DemandJump
MAY 1, 2020
With so many attribution models to choose from, it can be hard to know which one is best for your business. But the honest answer is, there isn't necessarily a "best" model. In reality, your business should be consulting multiple models side-by-side. You just need to know what they're telling you.
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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.
PK
MAY 1, 2020
How to operationalize and scale robotic process automation (RPA). To operationalize bots, companies will need to build the principles of “bot monitoring by design” into all their business processes. In this webinar, we’ll discuss bot instability and its impacts on the scaling of automation across an organization. Using PK’s proven approach to bot operationalization, including tracing, telemetry and recovery management, we’ll give you the tools to establish ROI for your RPA program.
DemandJump
MAY 1, 2020
There are many ways to optimize a digital campaign. But in this blog, we walk through a few tips to quickly make the biggest impact on the performance of your online marketing initiatives. But first, let's walk through the basics.
SmartKarrot
MAY 1, 2020
Role: Customer Success Manager- Southern Europe Location: Paris, France Organization: Seismic Seismic is looking for an experienced Customer Success Manager who can own current customer relationships and are trusted advisors for client stakeholders. Partner with Sales and Marketing teams to grow Seismic’s presence and brand in the SER region. Work closely with the client and monitor Product adoption and usage.
Forrester's Customer Insights
MAY 1, 2020
In January of 2020, we launched our inaugural “Future of the CISO” report, which identified the “Six Types of CISOs” we discovered through our research. At its release, we received copious amounts of feedback – some we had considered, and some we hadn’t. However, while we were conducing our research, the omnipresent event we know […].
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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.
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