Circular Edge

FEBRUARY 28, 2023

Blog Credit: Austin Caldwell, February 24, 2023 (How Guided Selling and Proposal Automation Make It Easier for Sellers to Sell | NetSuite) B2B sales teams are constantly looking to optimize their selling process. The faster a rep can deliver an accurate quote or sales order, the better. But when organizations stock hundreds or thousands of items, finding the right combination quickly can be a challenge.

2023 52

2023 Competitive Advantage Sales Consulting 52

InMoment XI

FEBRUARY 28, 2023

Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Leadership 260

Leadership Innovation Customer Experience Management Technology 260

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue.

Social Media 98

Social Media Management Engagement 2024 98

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Customers

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

2023 83

2023 Feedback Net Promoter Score NPS 83

Lithium

FEBRUARY 28, 2023

“Metaverse” is a term first coined by Neal Stephenson in his 1992 science fiction novel Snow Crash, captured the imagination of emerging generations and has gained unsurprising traction in recent years. From fully digital lives in online worlds, like Second Life , to a plethora of movies like Ready Player One , each provide a glimpse into what the metaverse could mean and how it could play a part in our daily lives.

Social Media 93

Social Media Fashion Entertainment Connections 93

CSM Magazine

FEBRUARY 28, 2023

As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them. Who is Gen Zalpha? The term “Gen Zalpha” is a combination of the terms Gen Z and Gen Alpha.

Customer Service 52

Customer Service 2030 Social Media 2010 52

MyCustomer

FEBRUARY 28, 2023

CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience.

2023 88

2023 Customer Experience Customers 88

West Monroe

FEBRUARY 28, 2023

The economic uncertainty that defined 2022 has carried over into 2023—recession talks loom and interest rates are rising. As financial institutions determine their strategies for navigating the new year, West Monroe partnered with American Banker to ask leaders in commercial, retail, and private banking how they’re approaching their loan and deposit products and portfolios in response to ongoing financial pressures in the U.S. economy.

Banking 52

Banking 2023 2022 Financial 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

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. In the last several months, there has been an abrupt, 180-degree pivot in business mindset and everything has gotten flipped on its head. EBITDA is a focus instead of hyper-growth. Gross Revenue Retention (GRR) has become THE critical metric.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

CSM Magazine

FEBRUARY 28, 2023

Customer service jobs can be hard work but rewarding. Even the job application process can be difficult if you are facing additional life challenges. However, with the right preparation, you can make sure that you have the skills, knowledge and mindset necessary to succeed in a customer service role. To help you get ready, here are some tips on how to prepare for a job in customer service.

Customer Service 52

Customer Service Workshop Culture Customers 52

Optimove

FEBRUARY 28, 2023

Découvrez ce qu’Optimove peut faire pour vous Réserver votre démo avec un de nos consultants Prêt à faire évoluer votre marketing CRM? Optimove aide les marques, centrées sur les besoins de leurs clients et qui souhaitent prendre de l’avance en exploitant davantage leur 1rst party data, à développer leurs stratégies CRM Marketing : Accédez facilement à vos données client unifiées et grâce à l’IA et au ML, faites apparaître de précieuses opportunités d’engagement.

Consulting 52

Consulting Interaction Marketing Engagement 52

Zonka Feedback

FEBRUARY 28, 2023

Social media marketing is now a key component of any successful business. Unfortunately, many small business owners make some major mistakes when it comes to their social media marketing efforts.

Social Media 52

Social Media Marketing Customer Experience Customers 52

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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

SmartKarrot

FEBRUARY 28, 2023

Role: VP, Customer Success Location: Toronto, ON, Canada (Remote) Organization: Affinity.co As a VP, Customer Success you’ll assemble, nurture, and keep a top-notch team. Metrics at every level of the company that define success for our clients are established. Create and implement our second product’s success and support models (Affinity for Salesforce).

Customer Success 19

Customer Success Roadmap Customers ROI 19

Heart of the Customer

FEBRUARY 28, 2023

My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past. Through our interviews with hundreds of CX leaders, we heard that same theme: being in a small team, the job can get lonely. You don’t […] The post Is CX the Loneliest Profession?

Customers 78

Customers 78

Helpware

FEBRUARY 28, 2023

There’s much to love about working remotely—no commute, no dress code, no distracting hallway conversations. Although the COVID-19 pandemic forced most businesses into remote work, two years later, the benefits have proven too good for companies and their employees. A hybrid or fully remote team is now the norm.

Management 76

Management 76

Optimove

FEBRUARY 28, 2023

As the dust settles after the big game, Optimove marketing data analysts dove deep into the data to find whether the much-anticipated Super Bowl had valuable insights for iGaming operators. We analyzed data on US sports bettors from dozens of iGaming operators across the globe between January and February 2023. After hours of crunching and sorting, here’s what we found.

Sports 52

Sports 2023 Events Reference 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

West Monroe

FEBRUARY 28, 2023

This is Part 2 of our series on gas utilities’ role in decarbonization. Read Part 1 on leveraging gas infrastructure in pursuit of a clean-energy future. Gas LDCs are advancing a wide range of decarbonization measures and plans, often as part of jurisdiction-sponsored study and planning efforts. State-level commissions in California, Massachusetts, Maryland, the District of Columbia, and elsewhere are asking reasonable and tough questions about how to encourage electrification and other me

Measurement 52

Measurement 2025 Transportation 2026 52

Optimove

FEBRUARY 28, 2023

À propos d’Optimove Optimove est la première plateforme marketing qui part du client pour permettre aux marques de délivrer des expériences hyper personnalisées et cohérentes sur l’ensemble des touchs points. La solution de marketing client Optimove est la seule conçue autour d’une combinaison de : Données clients qui soient, historiques, en temps réel et prédictives, Parcours multicanaux orchestrés par l’IA, et Modèle d’attribution statistique multi-touch pour chaque action ma

2022 52

2022 2021 Retail 2018 52

West Monroe

FEBRUARY 28, 2023

Meeting the challenges of decarbonization requires an all-hands-on-deck philosophy. From a regulatory policy point of view, that philosophy now includes a laser focus on the role of natural gas in supporting the U.S. national economy, and how (and whether) regulatory and market changes in support of decarbonization can be designed and implemented in ways that don’t create massive economic dislocations.

Transportation 52

Transportation Measurement Innovation Competitive Advantage 52

CSM Magazine

FEBRUARY 28, 2023

One of the biggest changes to come out of the pandemic is the introduction of remote work. Although some businesses already offered remote or hybrid work to their employees, it was quite uncommon for businesses to operate in a fully remote way. However, nowadays this has completely shifted, and more businesses than ever offer some form of remote work.

Communication 52

Communication Document Technology Connections 52

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Forrester's Customer Insights

FEBRUARY 28, 2023

I’ve been working with a long list of financial services companies from various subsectors on their cloud strategies. Each wants to know how to best take advantage of cloud while meeting stringent (and shifting) regulatory requirements. It’s been a long road for financial services and cloud. Here’s a little bit of history.

Financial 26

Financial Banking 26

Upstream Works

FEBRUARY 28, 2023

By: Rob McDougall, CEO, Upstream Works Software Conversational AI is often used as a tool for providing customer service through channels like chat or voice. However, email is still a major communication channel for many businesses, and is often overlooked when it comes to AI-assisted customer service. This is especially surprising given that email volumes are often significantly higher than messaging traffic and can represent a not-insignificant portion of a company’s contact volume.

Communication 78

Communication Measurement Information Customer Service 78

Forrester's Customer Insights

FEBRUARY 28, 2023

Enterprise Architecture is so important… Clients all over Europe and in the US, continuously tell me about the importance of enterprise architecture (EA) within their organizations. Client’s explain the critical role EA plays in successful digital transformation. Enterprise architects help the business in defining a technology strategy that will support the business strategy.

Technology 26

Technology 26

CSM Magazine

FEBRUARY 28, 2023

The year 2022 marked a significant milestone for those in charge of customer experience. With the emergence of self-service, the increased use of mobile devices, and remote work after the COVID-19 pandemic, coupled with noteworthy advancements in AI technology, customers have come to expect exceptional digital experiences like never before. As stated in NTT Ltd.’s 2021 Global Customer Experience Benchmarking Report , 91% of organizations believe that customer experience is a crucial diffe

2023 52

2023 Customer Service Management Customer Service Representative 52

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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