Fri.Sep 04, 2020

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How to reframe the banking experience: Defining the new norm for banking contact centers

Talkdesk

Many financial institutions have been around for over 100 years and have survived depressions, recessions and two world wars. At some point, we feel they can survive any emergency. However, the COVID-19 pandemic is forcing us to rethink how financial institutions will endure this sudden change and what the new normal will be. Accelerating the seamless digital journey.

Banking 114
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How To Create A Product Roadmap: An Essential Guide To Successful Product Planning

SurveySparrow

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! Product roadmaps are an essential aspect of product planning & strategizing.

Roadmap 96
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Top 5 Reasons Tech-Touch Customer Success Solutions Are a Win-Win

Totango

You can deliver more value in one targeted message than you can in an entire afternoon of aimless conversation. That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

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Word-of-mouth marketing: A complete guide

BirdEye

Paid advertising isn’t making the same impact on customers that it used to. Whether it’s direct mail, print, billboards, or even more modern methods like Facebook or Google Ads, customers are tuning them out in favor of genuine customer experiences. But that’s not necessarily a bad thing for your business–as long as you have the right game plan. In this guide, we’ll break down why word-of-mouth marketing is so important for your business and how you can build a strategy that delivers real result

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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12 Quick and Easy Engagement Automations for Customer Success

ChurnZero

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants.

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Free Webinar: Building the Ultimate Customer Service Workforce

CSM Magazine

Reuters Events are excited to announce the next free customer service webinar: Building the Ultimate Workforce – Train, Motivate & Empower Agents to Strengthen Customer Loyalty & Boost Revenue. In an era where the customer is king, support agents are your most important resource – It is more important than ever to evaluate, improve and inspire agent performance.

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Unifying Customer Communities and Education drives Engagement

inSided

In our recent webinar with Skilljar and joint customer Glint—or Glint’s Customer Empowerment team, we discussed how combining an online customer community platform and a Customer Education program can deliver serious value for B2B SaaS companies in the form of increased customer engagement and brand advocacy.

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Digital transformation and automotive: How can it help drive your business?

Qualtrics

When it comes to digital , what are the things that you could be doing now to make a real difference to your automotive business ? We gathered together thought leaders from across automotive space and beyond, to ask what the next steps in automotive digital transformation should be. Want to hear more? Watch the full webinar Digital Expectations and Transformation in Automotive on demand now.

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Ten Martech Tools That Brands Must Have

NetBase

Brands need to create a lean, mean data capturing machine that can aggregate, analyze and inform enterprise-wide decision-making. One that can take that actionable insight and get it in front of target segments at the speed of social, which is lightning fast most days. Sounds like a simple, short list of tools to come up with, right? It’s not, of course.

Brands 98
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The 2023 Verint Experience Index: Retail

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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Inbenta Introduces its New Workspace

Inbenta

In order to effectively navigate through all Inbenta modules, we proudly introduce the Inbenta Workspace. An area where our customers can have direct access to all the instances of all the modules with easy-to-use shortcuts and comprehensive icons. We detail below the new Workspace functionalities, so read on to see exactly what has changed. User-friendly instances management.

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Why is Closing the Feedback Loop important?

Zonka Feedback

Collecting Customer Feedback has become a necessary task for most of the businesses as this is the only way to know what your customers think and feel about you and how much they are satisfied with your products and services. Customer Feedback is important for any organization to grow.

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Women’s Equality Day at Uplight

Uplight

As part of our exciting Diversity & Inclusion initiatives, Uplight went all out on celebrating Womxn’s Equality Day this year. August 26th, 2020 was the 100th anniversary of the ratification of the 19th amendment, and we wanted to use the day as an opportunity to celebrate and recognize all our amazing womxn-identifying Uplighters. Members of Read More.

2020 64
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Why Online Reviews Are Important For Every Business

Brandwatch CX

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Early Findings From Forrester SiriusDecisions’ Global Audit of Account-Based Marketing

Forrester's Customer Insights

As a committed data geek, I have been in my happy place for the last six weeks poring over the results of our most recent global study of account-based marketing (ABM). In particular, I have been investigating findings from EMEA, which we will be sharing at our upcoming Summit EMEA, as well as identifying global […].

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Review Analysis: What Drives First Time and Rare Reviewers?

Brandwatch CX

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Contact centers reacted to Covid-19 quite well. Its now time to respond with the same rigor.

Forrester's Customer Insights

I have had the opportunity to get up close and personal in managing crises at contact centers. In my view, most contact centers dealt with Covid-19 challenges with an amazing tenacity and resourcefulness in solving for people, technology, and business continuity. They also reacted with a lot of agility in supporting client requirements despite lockdowns […].

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Interest in Body Positivity and Self-Care Thriving in 2020

Brandwatch CX

2020 85
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The Open CCaaS Advantage Report

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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Brand Move Roundup – September 4, 2020

C Space

The Brand Move Roundup – September 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

2020 40
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Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents

ShepHyken

This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!” That’s the single most important reason to improve CX. If that isn’t reason enough, improve customer experience because, statistically speaking, a dissatisfied customer can rapidly turn into a former customer.

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Interest in Body Positivity and Self-Care Thriving in 2020

Brandwatch CX

2020 52
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One in five Americans would seek infection with the COVID-19 virus to earn an “immunity passport”

Qualtrics

A wide variety of political and business leaders have advocated for “immunity certificates” or “immunity passports”. These would allow individuals who have recovered from COVID-19 to attend large gatherings, visit hospital patients, or be preferentially hired at eldercare facilities. Those plans initially faltered because of a lack of evidence that previous infection provided ongoing immunity.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents

ShepHyken

This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!” That’s the single most important reason to improve CX. If that isn’t reason enough, improve customer experience because, statistically speaking, a dissatisfied customer can rapidly turn into a former customer.

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Watch Out for These 5 Trouble-Making Marketing Outliers

Oracle

The chances are high that hiding among your audiences are small groups whose behaviors are so extreme that they skew the overall behavior of your marketing channels in ways that are detrimental. These groups are called outliers and they can: Cloud overall performance data, making it appear that you’re doing much better or much worse than you actually are.