ClientSuccess
MARCH 9, 2020
When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.
CSM Magazine
MARCH 9, 2020
For some people, a job is there to serve one purpose – to earn money that can be used to cover bills and fund the more enjoyable purchases. However, for those driven in their careers and development, there are many reasons why a job is beneficial and why they are motivated to get up each morning to go to work. The average person is estimated to spend over 90,000 hours in their lifetime at work and so may need some motivation along the way – especially on a Monday morning.
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Steve DiGioia
MARCH 9, 2020
Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.
InMoment XI
MARCH 9, 2020
Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately. The good news is, both things are entirely possible with the help of Artificial Intelligence! Mark your calendar for.
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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.
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CX Accelerator
MARCH 9, 2020
Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.
ClientSuccess
MARCH 9, 2020
When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.
ShepHyken
MARCH 9, 2020
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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.
Experience Matters
MARCH 9, 2020
Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters.
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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
ShepHyken
MARCH 9, 2020
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. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.
Hero Digital
MARCH 9, 2020
Remember the days when getting your hands on anonymous data from shopper loyalty cards was considered revolutionary? Over the last decade, marketers refined their strategy, becoming hyperfocused on account-based marketing (ABM) and genuine “personalization” of audiences. This evolution of personalization across B2B and B2C initially started with handcrafted campaigns, eventually leading to mass campaigns, customizations, and now sophisticated omnichannel experiences.
IntouchInsight
MARCH 9, 2020
We sat down with experts from Parkland Fuel Corporation and Forrester Research to discuss the keys to a strong Customer Experience Management program.
Oracle
MARCH 9, 2020
According to a West Monroe study , 84% of consumers underestimate what they spend on subscription services each month. High subscription services costs can bring on some strong opinions, especially when consumers feel frustrated by the tedious process one may experience canceling the subscription. We asked CX professionals about their biggest annoyances and pet peeves when it comes to products or services they subscribe to, and here are 12 they listed.
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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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NetBase
MARCH 9, 2020
Obwohl Social Media Analytics seit nunmehr zehn Jahren ein gängiges Business-Tool ist, sind für diejenigen, die seinen Fortschritt nicht verfolgten, verschiedene Aspekte weiterhin geheimnisvoll und verwirrend. Und durch die kontinuerliche Weiterentwicklung der Industrie kommen ständig neue, spannende Begriffe hinzu – wie zum Beispiel Next Generation AI Analytics.
Gainsight
MARCH 9, 2020
Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really good care of customers. Want to have a beer with someone after work? Definitely invite someone from CS. Success leaders usually manage more revenue than anyone else at the company. At later stage companies, Success can own more than 80% of the company’s annual revenue.
Advantage Communications
MARCH 9, 2020
62 percent of customers, according to a study from American Express , believe that service insight and knowledge is essential to a good customer service experience.
Gainsight
MARCH 9, 2020
Our CCO, Ashvin Vaidyanathan , and our Chief Strategist, Ruben Rabago , were honored to be invited to do an AMA (Ask Me Anything) on Reddit last week. As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics.
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.
Forrester's Customer Insights
MARCH 9, 2020
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the customer predictions for the year, I spoke with Anjali Lai, a Forrester expert on CMO-targeted consumer behavior and decision-making research.
Grade.us
MARCH 9, 2020
Reading Time: 8 minutes. Updated: 3/9/2020. Your clients understand the value of online reviews. That’s one reason why it’s critical for your agency to deliver a review management strategy that will elevate their reputation and digital marketing. They may not be able to define things as clearly if you ask them about their review strategy, but they know it’s essential.
Forrester's Customer Insights
MARCH 9, 2020
When I speak with companies that are new to digital accessibility, they almost always start the conversation with some version of this question: “What do we need to do to comply with accessibility standards so we don’t get sued?” They’re right to ask, because web accessibility lawsuits are proliferating — there were over 2,000 in […].
ReviewTrackers
MARCH 9, 2020
The growing number of healthcare review platforms like Zocdoc gives medical practices an online presence. With Zocdoc reviews, doctors can gain new patients and increase their reputation. Having an online footprint is essential, especially in the healthcare industry.Data shows that only 5 percent of healthcare providers consider themselves as digital-first organizations.
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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
MARCH 9, 2020
The coronavirus (COVID-19) has undoubtedly cast a long shadow over the media, business, and consumer conversation. The story is not only one of gloom and doom — as people take precautions to safeguard against risk and contain threats in this moment, a bigger-picture look at today’s empowered customers reminds us that consumers are more resourceful, […].
NetBase
MARCH 9, 2020
With a mission of “enabling everyone to be a creator, and encouraging users to share their passion and creative expression through their videos,” TikTok has become a favorite among Millennials and Gen Z, with over 1 billion downloads. So, why are they advertising when they’re already viral? Because TikTok’s social listening is next level and they’re incredibly strategic.
Forrester's Customer Insights
MARCH 9, 2020
While firms spend millions of dollars conducting and auditing compliance-driven activities, several of the steepest losses in valuation and market share were precipitated by strategic decisions which all but ignored the risks to the customer experience and the financial implications of a tarnished corporate brand. In the age of the customer, unless a technology continues […].
Playvox
MARCH 9, 2020
Throughout the course of the COVID-19 pandemic, many companies have been forced to reevaluate the culture of their workplace, prioritizing the most important aspects: health and safety. In efforts to keep the members of their teams safe, contact centers closed their physical doors and agents began to work remotely. Although managers may have scrambled to assemble work from home (WFH) teams initially, reports showed productivity levels increased.
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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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