Totango
MAY 5, 2020
Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital transformation across a variety of industries, requiring companies to rethink their strategies and playbooks. The enterprises that will lead the way during these uncertain times will be those that are data-driven, agile, and empathetic.
Customercount
MAY 5, 2020
In order to better understand the overall experience a consumer has with your brand, you need granular survey data by incorporating multiple question types. The post Use multiple question types for granular survey data appeared first on CustomerCount.
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Strikedeck
MAY 5, 2020
Tom Lipscomb explains the difference between how Customer Success professionals measure success and how customers measure success.
TechSee
MAY 5, 2020
Modernizing field service management (FSM) has become a priority for many organizations in a sector largely defined by legacy systems and outmoded practices. Many seasoned field service technicians are old-school – having only begun using smartphones in the recent past – creating efficiency issues within FSM. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.
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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.
One Millimeter Mindset
MAY 5, 2020
Do you propose tactical fixes for your clients’ biggest strategic issues? Or, is your own need to close a contract overshadowing the real issues clients struggle with? Because you both need to put food on the table, maintain cash flow and prevent employee and client churn. While this dialectic existed pre-pandemic, well, the current and future business scenario puts this scenario on steroids.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ChurnZero
MAY 5, 2020
As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. At Sendoso’s Virtual Event The Show Must Go On : Integrated Ways to Power the Customer Lifecyle, Allison Tiscornia, Chief Customer Officer at Sendoso, and Abby
Ecrion
MAY 5, 2020
For the past five years, you’d assume that the average conversion rate has increased (at least slightly) as businesses master web form design. Unfortunately, that’s not even remotely the case. The average conversion rate is 2.35% in 2020, and this rate hasn’t really budged from 2015. On the other hand, once you start looking away from the averages, you’ll start seeing much higher conversion rates that originate from the top 25% brands.
Kustomer
MAY 5, 2020
Life has become a series of trade-offs and workarounds in light of the pandemic. Curbside pick-ups are my new norm. My inbox is a litany of order confirmations and estimated delivery times. Last weekend, I drove to a local hardware store and found the following handwritten message on a sign at their front door: “Know what you want. Get in and get out.
SaleMove
MAY 5, 2020
2020 is the year of Digital Customer Service (DCS). In one way or another, everyone has had to evolve and adapt to the new wave of remote work and digital communication, both personally and professionally. Fortunately, DCS is the core of what we do at Glia. We are extremely passionate about digital-first communication and relentless in our pursuit of innovative new ways to improve how companies approach Digital Customer Service.
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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
Maru Group
MAY 5, 2020
As we continue to seek to understand how the COVID-19 pandemic affects consumers’ day-to-day realities, we conducted qualitative research with sports fans to dive deep into their feelings, actions, and attitudes. Our research focused on uncovering deep-seated emotions that sports fans are experiencing, and how those impact their viewing habits and other ways of engaging with sports.
inmoment
MAY 5, 2020
The COVID-19 pandemic changed the way many companies do business overnight. Businesses have shut their doors or reduced operating hours, shifting traffic to overburdened websites and call centers. Employees are adjusting to working from home or navigating the challenges of working on the front lines of a pandemic. As a result, customers are adapting to new ways of shopping, banking and receiving medical care.
CSM Magazine
MAY 5, 2020
When unexpected events occur and customer demand increases what can companies do to smooth out the resulting peaks and troughs? Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example. First there were Storms Ciara and Dennis, now Coronavirus. The impacts of the pandemic are changing every minute, causing widespread fear and uncertainty around the world.
Education Services Group
MAY 5, 2020
Before Customer Success even existed, ESG already had a long history of robust experience in customer education – selling and operationalizing training sessions for some of the country’s largest software companies. As technology evolved, so did training modalities – moving from primarily in-person instructor led to include virtual training and on-demand options.
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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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CXApp
MAY 5, 2020
It’s no secret that everything has changed. But for how long? When everyone returns to work en masse, and the market picks up again, business interactions will be much different than they have been in the past. Contactless engagements will be the norm, driven largely by modern technologies such as mobile.
Eptica
MAY 5, 2020
Date: Wednesday, May 6, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Published on: May 06, 2020. Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Opérateur public de l'enseignement à distance, le Centre National de l’Enseignement à Distance (CNED) assure depuis 1939 pour le compte de l'Etat la continuité de la scolarité d
Talkdesk
MAY 5, 2020
Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are. What to expect when you’re working? Innovative companies are incredibly dynamic (and that’s what makes working for them exciting!
SaleMove
MAY 5, 2020
2020 is the year of Digital Customer Service (DCS). In one way or another, everyone has had to evolve and adapt to the new wave of remote work and digital communication, both personally and professionally. Fortunately, DCS is the core of what we do at Glia. We are extremely passionate about digital-first communication and relentless […]. The post Glia Recognized in 2020 Gartner Report appeared first on Glia Blog | Digital Customer Service Explained.
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.
CSM Magazine
MAY 5, 2020
Instagram is an exclusively new social media platform as compared to old standbys such as LinkedIn and Facebook. It has an active user base of more than 600 million. Moreover, it is constantly growing at a remarkable rate. But as big as this platform is, it is difficult to keep your followers coming back. Despite many ways to increase followers on blogs, channels, and vlogs, it has become a real struggle for want-to-be-Instagram-famous personalities and brands to reach and target new audiences.
C Space
MAY 5, 2020
The Brand Move Roundup – May 5, 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).
Forrester's Customer Insights
MAY 5, 2020
The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by the current lockdown. Adapters (many financial services firms or utilities) have seen severe disruption, but parts of their business may only see minor disruption or even an […].
MyCustomer
MAY 5, 2020
Engagement Applications now open for CX Leader of the Year.
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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.
Forrester's Customer Insights
MAY 5, 2020
When it comes to vying for consumers’ attention and share of wallet, brands face an increasingly varied mix of competitors. Take Netflix, for example: its investor FAQ page explains that its competition is not merely other streaming services, but also other leisure activities like reading a book. Similarly, in a shareholder letter last year, Netflix […].
MyCustomer
MAY 5, 2020
Engagement Applications stream in for CX Leader of the Year.
Forrester's Customer Insights
MAY 5, 2020
Digital technology is enabling unprecedented connection between people, companies, and devices. Connecting them all lies at the hands of the developer, a role with increasing power in an organization. In the age of open banking, simply providing access to APIs, documentation, and a sandbox is not enough. Developer engagement builds long-term bridges between a firm […].
Qualtrics
MAY 5, 2020
As organizations around the world shift how they operate in response to the coronavirus (COVID-19) pandemic, the tech industry is playing its part with innovations on everything from product, to pricing, and operations to support their customers. At Qualtrics, we’re playing our part to help you react quickly to support your people and your customers in these difficult times.
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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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