Forrester's Customer Insights
MAY 14, 2021
On May 4, the UK government launched a new “Breathing Space” scheme in England and Wales. This debt respite scheme gives people struggling with debt problems a 60-day period of legal protection during which all interests and charges on their debt will be frozen while they receive professional debt advice. No enforcement action will be […].
ChurnZero
MAY 14, 2021
How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? What goals, metrics, and tools does Customer Success Operations use? If so (like the rest of the Customer Success world), then this article is for you.
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Help Scout
MAY 14, 2021
When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.
Eptica
MAY 14, 2021
Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Published on: May 14, 2021. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Inbenta
MAY 14, 2021
WhatsApp chatbot and check-in. GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Still unprecedented in the segment, the platform was launched at the end of last year. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Comm100
MAY 14, 2021
Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do. The reason for such a rapid and overwhelming change of heart is simple and unsurprising.
Influitive
MAY 14, 2021
Another year, another successful Forrester B2B Summit in the books! Influitive was proud to sponsor this live virtual experience and connect with marketers, customer experience experts, and analysts worldwide.
Magellan Solutions
MAY 14, 2021
Amidst the pandemic, entrepreneurs are looking to ditch their traditional call center partner. The pandemic has affected each and every business in the world. Imagine, big firms, like Berkshire Hathaway , despite being profitable, laid off 13,000 plus workers during the first six months of the pandemic. Companies such as Walmart, Oracle, Citigroup, Salesforce, Cisco Systems and PayPal are also affected by the virus.
SaleMove
MAY 14, 2021
How P&C Insurers are Differentiating Themselves in in the Marketplace. There is no doubt that the pandemic changed businesses far and wide. Social distancing, quarantines and remote work have impacted consumer expectations and how businesses deliver goods and services. This includes the insurance industry: many have grappled with the desire to deliver impeccable and uninterrupted customer service while their teams work remotely.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Totango
MAY 14, 2021
Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. Customer Retention Rate. Your most fundamental key performance indicator for tracking and managing retention is your customer retention rate (CRR).
Ann Michaels and Associates
MAY 14, 2021
With the rise of reviews online and social media, many companies have opted out of sending their clients surveys altogether. The thinking is they don’t need them since they are hearing from their customers on a regular basis online. However, is this a good strategy? Do surveys still play an important role? Let’s start by taking a closer look at the Review Economy.
SaleMove
MAY 14, 2021
P&C Insurers are setting themselves apart by meeting customers where they are: On Screen. The post Guiding Insurance Customers to Success On Screen appeared first on Glia Blog | Digital Customer Service Explained.
5CA
MAY 14, 2021
It’s good business, in every sense, to look after your VIPs. Good for them, rewarding them for their customer loyalty and advocacy, and good for your repeat revenues and bottom line. But just how do you do it?
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
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CSM Magazine
MAY 14, 2021
Customer experience might sound like marketing speak to a profession that has traditionally relied on in-person relationship management and word-of-mouth reputation for business development, but that attitude is out of date. The legal profession is undergoing enormous change thanks to digital transformation and automation and there are a number of important tools that small law firms need if they want to compete on customer experience (and they should).
Qualtrics
MAY 14, 2021
This past year our kitchens became conference rooms, bedrooms became classrooms, and all of us had to throw out the playbook on how—and where—we do our work. At Qualtrics, when the pandemic sent employees home, we went from 25 offices to more than 3,000 “home offices” overnight. We asked everyone to dig deep, act like owners, and focus on our customers as we took the business to new heights—all while working remote.
DemandJump
MAY 14, 2021
Whenever you dip your toes into creating digital content, it is inevitable that you will run into the term “SEO.” This jargon is used frequently and often dropped into conversation without much explanation.
Qualtrics
MAY 14, 2021
This past year our kitchens became conference rooms, bedrooms became classrooms, and all of us had to throw out the playbook on how—and where—we do our work. At Qualtrics, when the pandemic sent employees home, we went from 25 offices to more than 3,000 “home offices” overnight. We asked everyone to dig deep, act like owners, and focus on our customers as we took the business to new heights—all while working remote.
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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.
NICE inContact
MAY 14, 2021
Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.
DemandJump
MAY 14, 2021
Finding a niche within an ever-expanding digital landscape isn’t easy. As more businesses put resources into their digital content marketing efforts, many marketers face a constantly changing battlefield where content is king.
Magellan Solutions
MAY 14, 2021
The best support for telemarketing services is CRM. Historically, telemarketing is a marketing strategy. It is being used by businesses to introduce products or services to customers. They do this over the telephone, internet, or fax. They can increase productivity and elicit immediate feedback from prospects. This direct interaction allows for questions, customer feedback, and addressing any disadvantages. .
Optimove
MAY 14, 2021
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, and a CRM Hack on using real time to improve conversion. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Some consumer stats from Snapchat, and Mother’s Day sensitivity.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
ShepHyken
MAY 14, 2021
This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience. If you think brands can get away with a shoddy, below-average customer experience and put the blame on COVID-19, consider this: “Post-COVID, 59% of consumers care more about customer experience when they decide what company to support or buy from” In
5CA
MAY 14, 2021
The post How do you treat your VIPs (Very Important Players)? appeared first on 5CA.
Forrester's Customer Insights
MAY 14, 2021
I am excited to announce The Forrester Wave™: Endpoint Security Software As A Service, Q2 2021. Although Forrester has previously published other endpoint security Waves, this is the first Endpoint Security Software Wave that exclusively focused on SaaS-delivered products and functions. As more security admin and employees shifted to work from home in 2020, organizations […].
BirdEye
MAY 14, 2021
The sheer number of digital touchpoints that are now available to consumers today means there’s no sure-fire way to know precisely how people discover your products — or what they’ll do next. A customer can discover your business through review sites, social media, or search engines. Thousands of touchpoints could be used in multiple combinations to create hundreds of unique consumer journeys, all for the same, single product.
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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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