Beyond Philosophy
JULY 2, 2020
Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.
Eptica
JULY 2, 2020
Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.
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ChurnZero
JULY 2, 2020
The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.
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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.
UJET
JULY 2, 2020
We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Both Baker and Dave bring extensive experience in the contact center and SaaS space, leading and scaling teams to meet the growing needs of digital-first and smartphone-centric consumers and the increasing demand for cloud-native contact center solutions.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 2, 2020
Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs. The period of lockdown from which we are slowly emerging has been near catastrophic for industries like travel and hospitality, while businesses in other sectors, such as technology and gaming, have seen a huge boost in sales.
Kustomer
JULY 2, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Al Hopper, the principle consultant at Nagurra Networks. Al has had a variety of work experience in his career. He started as a team builder and then acquired different positions while working at Citi for 12 years. After Citi, he started his own company focusing on social media customer service and he is now the only consultant for Nagurra Networks.
Interactions
JULY 2, 2020
Accounts Receivable Management (ARM) is on the brink of disruption. But why now? For organizations in the ARM arena, operational efficiency is paramount. Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. ARM is plagued with challenges, and they don’t seem to be getting any better.
Kitewheel
JULY 2, 2020
The COVID-19 pandemic has changed the world of customer experience and retailers are feeling the impact. The pandemic has pushed people into their homes, off of the streets and out of shops and into digital retail channels. These changes have left businesses to cope with economic repercussions. Sales of many non-essential items have decreased; in March 2020, retail sales experienced an estimated 8.7% drop.
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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
CSM Magazine
JULY 2, 2020
The first-of-its-kind, proven framework shows businesses how to deliver modern, next-generation customer service with conversational support. Intercom , the Conversational Relationship Platform that helps businesses drive faster growth, has announced the launch of the Conversational Support Funnel, the first holistic framework for delivering and scaling modern, next-generation customer support through a messenger-first experience.
Horizon CX
JULY 2, 2020
I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression. That was a racist act of killing for pure pleasure by the hand of someone whose job it was to protect and serve the public—an officer of the law whose empathy and emotions were unchecked and fully unleashed while two fellow officers of the law stood by in silence allowing the killer to finish up his deadly deed.
Interactions
JULY 2, 2020
Accounts Receivable Management (ARM) is on the brink of disruption. But why now? For organizations in the ARM arena, operational efficiency is paramount. Agencies work tirelessly to update day-to-day contact center operations to drive profitability despite a competitive industry landscape. ARM is plagued with challenges, and they don’t seem to be getting any better.
NetBase
JULY 2, 2020
Purchasing from mobile phones has become the new norm for consumers, so much so that mcommerce (mobile commerce) is set to dominate UK ecommerce retail sales in the coming months. Time to rethink your responsive website design? Possibly. But there’s much more to consider beyond that. Providing the ability to pay bills, bank and even shop from the convenience of your smartphone, mcommerce has experienced explosive growth due to the COVID-19 pandemic.
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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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inmoment
JULY 2, 2020
One of the greatest threats that the ongoing Coronavirus pandemic poses to business owners is, well, the uncertainty of it all. We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. Though COVID-19 has changed all the rules, businesses needn’t necessarily change how they approach customer service and customer experience (CX) in these challenging times.
Lithium
JULY 2, 2020
Here’s some good news to end your week: the Khoros Kudos Awards deadline has been extended to July 31st! This gives you four weeks to pull together your story and share your successes in the 11 award categories — including the crisis management category we added last month. Here are the 11 categories: Best-in-Class Care. Best-in-Class Community. Best-in-Class Marketing.
CustomerSuccessBox
JULY 2, 2020
Quarterly business reviews or QBRs as they are lovingly called (or with hate ) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer. The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. QBRs are a CSM’s chance to showcase how their product has met the customer’s KPIs.
C Space
JULY 2, 2020
The Brand Move Roundup – July 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
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.
CSM Magazine
JULY 2, 2020
AI-driven technology is changing the way brands interact with their customers and allowing for more accurate, well-informed responses. With the importance of customer service and experience departments highlighted in the past few months, it is expected there will be a sharpened focus on ways to maximise efficiency. What innovations will make the difference?
Bold360
JULY 2, 2020
Subscribe via iTunes , Spotify and more. Bad question : How can our startup drive growth? Good question : How can our startup increase the velocity of our learning so we know HOW to drive growth? There’s no secret to driving growth. You just need to find what works for you, focus, double down, and iterate on it. To drive growth faster, you need to learn faster.
Qualtrics
JULY 2, 2020
One of the most important actions Beiersdorf Australia made in response to COVID-19 was to quickly deploy a customer sentiment tracker to understand how people are feeling and behaving during the pandemic. Two months later the international skincare company, which includes brands like NIVEA and Elastoplast, is reaping the rewards for its quick thinking.
UJET
JULY 2, 2020
We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Both Baker and Dave bring extensive experience in the contact center and SaaS space, leading and scaling teams to meet the growing needs of digital-first and smartphone-centric consumers and the increasing demand for cloud-native contact center solutions.
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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.
Steve DiGioia
JULY 2, 2020
What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance?
dscout People Nerds
JULY 2, 2020
You can’t actually ”quantify qual.” But pulling in quant data to support you qual findings may make your results more impactful. .
Storyminers
JULY 2, 2020
Read the original article here. ———————————————————————— We sat down with some professional speakers and asked them about the challenges and keys to success in their profession. Mike Wittenstein talks to us about keeping up with constant change, creating journey maps, and building your business around your client.
Customercount
JULY 2, 2020
Six months after the California Consumer Privacy Act became law, today, July 1, marks the beginning of the enforcement phase. Here's what you need to know and what you need to do now. The post Are you CCPA enforcement ready? appeared first on CustomerCount.
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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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