Think Customers

JUNE 1, 2020

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may be exposed helps agencies stay ahead of potential hot spots and understand how and where the disease is spreading. During the TTEC on-demand webinar, “ Contact tracing: Why the road to recovery requires people, process and technology ,” experts from TTEC and Pegasystems shared insights about how government agencies are ramping up contact tracing programs with a

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Government Webinar Roadmap Contact Center 52

Qualtrics

JUNE 1, 2020

How much do you feel supported during the crisi s? That’s the customer data every company needs during the crisis, but very few have. With its own customers feeling pressure, and with traditional interactions scrambled, enterprise software leader Red Hat needed a metric it could act on: customers who feel supported by the company. With $3.4B in revenue and 15,000 worldwide employees, Red Hat is one of the world’s leading providers of enterprise open source solutions.

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Voice of Customer Customer Confidence Feedback Customers 26

Talkdesk

JUNE 1, 2020

Let’s face it. The plan that you started the year with has been replaced or dramatically revised. Most of us never envisioned facing a global pandemic in 2020, let alone in our careers or lifetimes. Many customer experience (CX) initiatives have been postponed in favor of smoothing our teams’ transition to their new working environment, adapting to our customers’ evolving needs, and promoting health and safety above all else.

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Contact Center 2020 Reference Blog 78

Wootric

JUNE 1, 2020

Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended.

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Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. People in Barcelona are buying a lot more ice-cream lately. From my balcony in the evening, it looks like 2 in 10 are enjoying an ice-cream cone. One year ago, there might have been 2 people in 50. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about.

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Loyalty Consumers Marketing Loyalty Programs 72

NetBase

JUNE 1, 2020

SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. This was arguably the best yet, with industry leaders bringing insight to inform every aspect of effectively running a global enterprise. Because as we all know, the social web has opened up the world to brands – or at least to those ready to participate in it!

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Consumers Marketing Social Media Events 64

Magellan Solutions

JUNE 1, 2020

A small business is not meant to be small for too long. Being small does not only limit your opportunities — it makes your business vulnerable, as well. When a crisis strikes, you will be more vulnerable to losses and damage. As such, you should learn how to grow a business fast, even when facing an economic crisis. 6 ways to boost business growth during economic crisis.

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Loyalty Programs Call Center Loyalty Poor Customer Service 59

MyCustomer

JUNE 1, 2020

Engagement Comparing the ROI of different CX strategies.

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ROI Customer Experience Engagement Customers 84

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Many organisations are asking, is CX a non-essential business function that gets cut when budgets are trimmed? Or does CX have an opportunity to move up the value chain in enterprise organisations? . Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy.

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Customer Experience Feedback Insights NPS 69

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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

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Advantage Communications

JUNE 1, 2020

The future of work is changing dramatically. A distributed workforce model is the new norm for a vast majority of organizations, in which team members are not in the same physical location when working on a project. This change is largely down to the huge growth in remote workers , a trend that has only increased even further since the beginning of the COVID-19 pandemic.

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Contact Center Customer Service Customers 64

Optimove

JUNE 1, 2020

Great opportunities come to those who are ready to win. Champion sports betting operators know that every game counts, and your CRM strategies should already be put in place to kick off a successful season. With the predicted average future value of repeat bettors being 3X higher than that of one-timers , a sport bettor’s first couple of weeks of experience with your brand are critical for long-term relationships and revenue.

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Sports Download Loyalty Measurement 53

Kustomer

JUNE 1, 2020

Data is powerful, perhaps more than many of us realize. It contains nearly infinite applications. Yet while its limitless possibilities are seductive, they also provide ample opportunities to get lost in the weeds. One of the most useful applications of data in the support world is the measurement of your team’s performance. With the help of historical data, you can learn a thing or two about how your team performed in the past.

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Measurement Average Handle Time Metrics 2018 52

GetFeedback

JUNE 1, 2020

GetFeedback joins forces with Usabilla to form a CX suite that brings a multi-channel view of the customer experience across your entire customer journey.

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Multi-Channel Customer Journey Customer Experience Customers 60

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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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Forrester's Customer Insights

JUNE 1, 2020

Brands Pledge To Stand With The Black Community In the aftermath of George Floyd’s murder, citizens are taking to the streets to protest institutionalized racism. Brands are speaking out too, because, as Netflix tweeted, “to be silent is to be complicit.” Netflix joins brands like Google, Peloton, Nike, and Target (whose stores were looted) in taking a vocal anti-racist stance.

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Marketing Brands Consumers B2C 38

Kerry Bodine

JUNE 1, 2020

This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet. My first thought was concern: Is this man alright? Is he sick? Does he need help?

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2005 2009 Touchpoint Interaction 146

Cyara

JUNE 1, 2020

Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19.

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Contact Center Call Center 90

SmartKarrot

JUNE 1, 2020

Source. Customer Success is one of the biggest buzzwords in the modern SaaS industry. Subscription based economy has disrupted the ways companies used to measure their customer lifetime value (CLV). It has brought in the shift from short-term one time sales relationships to the long-term relationships between companies and clients. The pillars of customer success comprise a wide variety of functional aspects in a growing SaaS business.

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Customer Success Net Promoter Score 2017 Metrics 11

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

Vanilla Forums

JUNE 1, 2020

Real person, fake person or logo? This is one question I get often. It really boils down to the following: “How should the community manager be presented in an online community ?”. I have always been a big believer that every community needs a clear person or team that seems real. The level of realness, however, depends on a number of other considerations, such as the community topic and any personal safety concerns that the community manager may have.

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Management Presentation 83

SmartKarrot

JUNE 1, 2020

Role: Director of Customer Success Location: Newyork, US Organization: Pixalate Pixalate is looking for someone who can lead their International Customer Success team in New York. Drive positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value. Ensure Pixalate product adoption, client satisfaction and account health.

Customer Success 10

Customer Success Customer Centricity NPS Customers 10

Calabrio

JUNE 1, 2020

Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc. For those of you that have your contact center and your Calabrio WFO solution on-premises, we understand that adjusting to these changing environments and adjusting to our new n

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Contact Center Feedback Management Customers 76

SmartKarrot

JUNE 1, 2020

Customer retention is a critical component to the success of your business. It entails the maintenance of continuous business relationships with customers over an extended period. Conventionally, Customer retention refers to the number of customers doing business with a company at the end of financial years and expressed as a percentage of those who have been active customers since the start of the year.

Customer Retention 10

Customer Retention Social Media Rewards Programs Loyalty 10

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Happy or Not

JUNE 1, 2020

By Heikki Väänänen | CEO & Founder In my latest Forbes article, I look at the World Happiness Report and the reasons why my native Finland has, once again, […]. The post Forbes: Why Finland is the happiest country in the world appeared first on HappyOrNot.

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Article Blog 83

SmartKarrot

JUNE 1, 2020

The client engagement manager is the pathway to every significant objective of a business. It directly influences all the good aspects of a business, including customer loyalty, customer-based profits, customer purchases, and customer ambassadorship for your company’s brand. Customer engagement is significant because it fosters customer loyalty, valuable customer knowledge, health customer relationships, better communication, commitment to quality and excellent services, and trust to impro

Engagement 10

Engagement Management Social Media Customer Engagement 10

Uplight

JUNE 1, 2020

With lay-offs, reductions in hours, and other job changes due to COVID-19, more households are having difficulties paying their utility bills. In response, a significant number of utilities have instituted moratoriums on disconnecting customers, voluntarily or under orders by their regulators. With over 23 million people unemployed nationwide, and some industries being shut down or Read More.

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Customers 75

Fox Metrics

JUNE 1, 2020

Mobile eCommerce is the next big thing. But it isn’t just something that will pass after a few years. Around 2 billion people made purchases from their mobile devices in 2019, and the numbers will be higher this year, as more people access the net with their phones. According to BigCommerce, mobile eCommerce accounts for over 35% of the total eCommerce and is expected to reach 54%.

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2019 71

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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