Intro to Insight Communities
Alida
JANUARY 11, 2021
Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects.
Alida
JANUARY 11, 2021
Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects.
CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
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GetFeedback
JANUARY 11, 2021
Top tips to provide better service that’ll benefit your business and your customers.
CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
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ShepHyken
JANUARY 11, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Measure Your Customer Experience Maturity by Sharon Florentine. (CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions mig
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Oracle
JANUARY 11, 2021
Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.
MyCustomer
JANUARY 11, 2021
Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This paper explores how you can empower agents to deliver a level of customer service that drives loyalty and ultimately boosts your brand.
Beyond the Arc
JANUARY 11, 2021
2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex. Add to that, tech giants like Apple and Google are wooing away consumers with seamlessly simple digital-first card experiences. How can banks and [.].
MyCustomer
JANUARY 11, 2021
Download this Ebook. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Discover what today’s customers really expect from your business and why providing a more human experience is so essential to customer loyalty.
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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
Beyond the Arc
JANUARY 11, 2021
2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex. Add to that, tech giants like Apple and Google are wooing away consumers with seamlessly simple digital-first card experiences. How can banks and [.].
Think Customers
JANUARY 11, 2021
Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a growing number of additional options: walk-in care centers, clinics located within retail pharmacies – even Amazon has entered the healthcare landscape. As competition grows, so too are consumer expectations, meaning healthcare organizations must offer superior patient experience to stay relevant.
iPerceptions
JANUARY 11, 2021
The best customer service management strategy has clear goals, solid journey maps, strong processes, metrics, and a customer-centric culture. The post 5 Elements of a Winning Customer Service Management Strategy appeared first on Astute.
Happy or Not
JANUARY 11, 2021
Responsible for the management of 44 airports in Norway, Avinor has rolled out HappyOrNot’s world-famous feedback terminals to measure critical customer feedback at security checkpoints TAMPERE & OSLO – JANUARY 2021 – HappyOrNot (www.happy-or-not.com), the […]. The post Norwegian Airport Operator Avinor Partners With HappyOrNot to Boost Customer Experience at Security appeared first on HappyOrNot.
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.
Optimove
JANUARY 11, 2021
What do cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Well, they are all among the ever-popular pages on Optimove’s Learning Center – where you can find 40 terms that run from the most basic marketing phrases (such as B2C Marketing), all the way to the most advanced ones (think: predictive modeling, RFM segmentation, and statistical significance).
Gainsight
JANUARY 11, 2021
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO, speaks with Chris Port , the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions.
Optimove
JANUARY 11, 2021
What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Well, they are all among the ever-popular pages on Optimove’s Learning Center – where you can find 40 terms that run from the most basic marketing phrases (such as B2C Marketing), all the way to the most advanced ones (think: predictive modeling, RFM segmentation, and statistical significance).
MyCustomer
JANUARY 11, 2021
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 11th Jan 2021. By Neil Davey Managing editor.
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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.
Zeisler Consulting
JANUARY 11, 2021
I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another. Usually, there’s a note pinned to it alerting us that it’s not to be used.
Forrester's Customer Insights
JANUARY 11, 2021
Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to Agile and DevOps trends. However, change management emerged for a reason and I think it’s prudent to look at […].
MyCustomer
JANUARY 11, 2021
Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This whitepaper explores the impact of keeping customers on hold, and five ways you can improve call handling.
inSided
JANUARY 11, 2021
[Amsterdam, Netherlands – January 12, 2021] In 2020, inSided, the Customer Success community platform , saw 220% year-on-year growth as more B2B companies wanted to leverage the power of community to facilitate customer self-service to increase retention and drive growth.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Lithium
JANUARY 11, 2021
Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci. We all said Hi to Maia, the Khoros bot , and chatted with our Atlas Guides. Our Khoros Kudos winners proved they are leaders and champions of progress.
SmartKarrot
JANUARY 11, 2021
Role: Customer Success Specialist (Work From Anywhere) Location: Melbourne, Victoria, Australia Organization: Snapforms As a Customer Success Specialist, you will build a strong rapport with customers and manage their relationships with Snapforms through the entire client journey, from a trial, sign up, and through to contract renewal. Be the customers’ go-to person!
Lithium
JANUARY 11, 2021
Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci. We all said Hi to Maia, the Khoros bot , and chatted with our Atlas Guides. Our Khoros Kudos winners proved they are leaders and champions of progress.
Keatext
JANUARY 11, 2021
The post Sandbox access: Introducing Keatext’s new free trial experience appeared first on Keatext.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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