InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

BlueOcean

JULY 13, 2023

Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

Sports 276

Sports Customer Care 2022 2021 276

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.

Competitive Advantage 143

Competitive Advantage Workshop Social Media Insights 143

Magellan Solutions

JULY 13, 2023

AI-powered outsourcing solutions have become crucial for driving growth and shaping traditional outsourcing processes. Utilizing artificial intelligence (AI) in outsourcing has become a game-changer for businesses as technology develops. It enables enterprises to improve efficiency, make data-driven decisions, and allocate resources. Companies can step up their game by adopting AI in outsourcing.

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Competitive Advantage Customer Satisfaction Innovation Call Center 97

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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

SAP Customer Experience

JULY 13, 2023

Introduction The objective of this blog is to provide an overview about SmartEdit capabilities, including best practices, as well as key benefits. The focus is more business-oriented than technical. This blog is for you if you work on eCommerce content, marketing, or merchandise, or if you manage web content in.

Engagement 87

Engagement Blog Management Marketing 87

Team Support

JULY 13, 2023

Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.

B2B 98

B2B Customer Satisfaction Customer Care Technology 98

Magellan Solutions

JULY 13, 2023

Are you planning to embrace AI tools to streamline your lead-generation strategies? Lead generation is a crucial aspect of sales and marketing. This process involves nurturing prospects through social media marketing, gamification, whitepapers, online courses, or other lead generation strategies. All these allow you to entice your customers to choose your business over your competitors.

Social Media 98

Social Media Sales Marketing Customer Relationship Management 98

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySparrow

JULY 13, 2023

In today’s customer-centric world, understanding your audience’s needs, expectations, and experiences is the cornerstone of success. At the heart of this understanding lies a solid voice of the customer strategy—a proven method that helps businesses thrive in the competitive landscape by turning insights into actionable steps. In this blog, we delve deep into what a VoC strategy is, its key benefits, the vital steps involved in its creation, the significance of different feedback cha

Competitive Advantage 52

Competitive Advantage Social Media Feedback Customer Satisfaction 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

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

CSM Magazine

JULY 13, 2023

Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. Aramisauto is an e-commerce expert and a vehicle refurbishing pioneer in France, providing consumers with the ability to buy refurbished used vehicles online, in-person or via telephone. The organisation’s website offers more than 3,000 vehicles across 33 agencies in France and specialises in delivering cars within 24 hours Sabio, the European

Customer Base 52

Customer Base Multi-Channel E Commerce E-support 52

Cyara

JULY 13, 2023

When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio , while 79% of contact center managers think their teams are meeting or even exceeding customer expectations for response times, only 45% of their customers agree.

Contact Center 67

Contact Center Customer Expectations Management Customer Experience 67

Brad Cleveland Blog

JULY 13, 2023

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.

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Metrics Customer Service Customers Contact Center 43

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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

Forrester's Customer Insights

JULY 13, 2023

The FIFA Women’s World Cup kicks off on July 20 in Australia and New Zealand. The US team is the defending champion and looking for a three-peat, with England hot on its heels. Here’s what marketers should know about the World Cup.

2023 26

2023 Brands Marketing B2C 26

Brad Cleveland Blog

JULY 13, 2023

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.

Metrics 26

Metrics Customer Service Customers Contact Center 26

Nasuni

JULY 13, 2023

This blog dives into the myriad of complexities with NetApp’s portfolio of “public cloud” solutions and contrasts how Nasuni’s born in the cloud platform delivers scale, savings, and simplicity.

Blog 52

Blog 52

Zonka Feedback

JULY 13, 2023

Using Salesforce CRM and looking for CSAT Survey Tool to measure your Customer Satisfaction? Here's a list of top CSAT Tools for Salesforce you can use. Businesses rely on customer satisfaction to build healthy relationships with customers. The better the relationship is, the healthier the business overall. And to measure customer satisfaction , you need CSAT tools.

Customer Satisfaction 52

Customer Satisfaction Measurement Customers Feedback 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

2020 Research

JULY 13, 2023

AI technology has been the subject of countless discussions, with opinions ranging from its potential to benefit humanity to concerns about its harmful effects. In a recent survey conducted by Sago, attitudes and perceptions toward artificial intelligence in the U.S. and Canada were explored, revealing some fascinating insights. And guess what? Curiosity and fear/uncertainty emerged as the core emotions among respondents when thinking about AI.

Books 52

Books Consulting Technology Culture 52

Zonka Feedback

JULY 13, 2023

Generating traffic and leads is a major challenge for over 61% of marketers, according to HubSpot's State of Marketing report. To overcome this hurdle and drive revenue, it is crucial to effectively generate high-quality leads. But how do you do that? By collecting the information of your prospects with effective lead generation surveys at the right place and right time and nurturing them until they are ready to convert into buying customers.

B2B 52

B2B Marketing Information Feedback 52

Clarivate

JULY 13, 2023

Recording changes to your IP assets is an important but sometimes overlooked task in IP management. In this blog based on a recent Clarivate TM webinar, we explore why IP recordals are crucial to rights protection and how Clarivate can help keep your recordals up to date, while reducing business risks and IP-related costs. As organizations increasingly recognize the strategic value of intellectual property—and as IP portfolios expand rapidly—the task of managing these assets is becoming more com

Webinar 52

Webinar Blog Management Sales 52

Nasuni

JULY 13, 2023

Nasuni and Google Cloud are now strategic partners. Both companies discuss file consolidation with this new joint technology solution.

Technology 52

Technology 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

Centercode

JULY 13, 2023

Unearth the key to stabilizing software and streamlining beta releases - find out what comes before beta testing.

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Nasuni

JULY 13, 2023

Nasuni’s Tom Rose discusses how Nasuni’s cloud file storage platform enhances ransomware protection for enterprise customers.

Customers 52

Customers 52

Centercode

JULY 13, 2023

Journey beyond beta testing: explore public beta testing and the limited-release phase in software development.

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Nasuni

JULY 13, 2023

Nasuni’s Russ Kennedy discusses how the Nasuni Analytics Connector can transform and scale your enterprise file system.

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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