InMoment XI
FEBRUARY 1, 2023
Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. Here at InMoment, we’ve seen far too many instances of programs turning into (or frankly never becoming more than) measurement-only programs no matter where they live within an organization.
Blueshift
FEBRUARY 1, 2023
As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy. After you’ve worked so hard to earn those customers, it’s vital to keep them happy by building customer loyalty and fostering long-term relationships.
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One Millimeter Mindset
FEBRUARY 1, 2023
Your professional relevance is on the line each time you work with colleagues and clients. Are you being professionally relevant or just making business noise? This year, let’s make a difference: together. Here are two, one millimeter steps forward that you can take beginning today. Enjoy! The first step of becoming more professionally relevant is identifying your team participation and communication style.
Bill Quiseng
FEBRUARY 1, 2023
BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.” If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average.
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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.
customer sure
FEBRUARY 1, 2023
Marmalade Insurance, the specialist in insurance solutions for young, student, learner and young named drivers, has been providing trailblazing insurance products to those aged 17-30 since 2006. From the outset, the firm’s mission has been to provide affordable car insurance to a demographic that has - for as long as time began - been somewhat neglected by mainstream insurance firms, with extortionate premiums, boundless red tape and a lack of understanding.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Comm100
FEBRUARY 1, 2023
Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support.
Daniel Group
FEBRUARY 1, 2023
Simple Steps to Start or Reinvigorate your B2B CX Program! Whether you need to start or reinvigorate your B2B CX program, there are simple steps to take your business to the next level. In this blog, I want to focus on two groups of readers. The first group of readers is those who still need a formal CX improvement program in their organization. Second are those readers whose companies have a program but may be thinking about ways to bring new life to the effort.
Education Services Group
FEBRUARY 1, 2023
There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. Checking to see how the teams’ effort yesterday affected today’s retention rates, the number of customers whose health score were improved, customers lagging on adoption and TFV realization, and customers whose user telemetry data demonstrate that they may be at risk.
Brad Cleveland Blog
FEBRUARY 1, 2023
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial intelligence (AI) and machine learning technologies. You can understand more about your customers and your … Continue reading → The post Use a CX dashboard to cut through the clutter appeared first on Brad Cleveland.
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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
Optimove
FEBRUARY 1, 2023
Digital Experience Platform Deliver personalized experiences in real-time, resulting in faster time-to-conversion and higher customer lifetime value Real-Time Content Recommendations Transform your digital platforms into personalized experiences with individualized content recommendations from the first visit. Learn More Timely and Personalized Messages Increase your marketing campaigns’ engagement and effectiveness with personalized and timely messaging.
Zonka Feedback
FEBRUARY 1, 2023
If you have decided to collect customer feedback, it is best to use your existing customer engagement platform so customers are familiar with the sender and more likely to respond to survey requests. And if you use Twilio, you can send out SMS Surveys at the most perfect time to get relevant and insightful feedback.
Optimove
FEBRUARY 1, 2023
Trending and Popular Content Customers’ interests are constantly evolving. Tailor your marketing strategies for maximal impact by keeping up with changes in customer behaviors via real-time insights on the content and products that are most popular with your audience. Discover What is Trending Build and inform content strategies in real time by discovering which content and products are trending on your digital platforms.
Forrester's Customer Insights
FEBRUARY 1, 2023
There’s something about entering a new year. Unbridled optimism, renewed hopes, and general positivity about having a fresh start are typical emotions. But 2023 is not like any other year.
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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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Brad Cleveland Blog
FEBRUARY 1, 2023
The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial intelligence (AI) and machine learning technologies. You can understand more about your customers and your … Continue reading → The post Use a CX dashboard to cut through the clutter appeared first on Brad Cleveland.
Optimove
FEBRUARY 1, 2023
Trending and Popular Content Customers’ interests are constantly evolving. Tailor your marketing strategies for maximal impact by keeping up with changes in customer behaviors via real-time insights on the content and products that are most popular with your audience. Discover What is Trending Build and inform content strategies in real time by discovering which content and products are trending on your digital platforms.
Zonka Feedback
FEBRUARY 1, 2023
In the business world, data is king. The ability to collect, analyze, and interpret data is critical to make informed decisions that can improve business operations and, ultimately, the bottom line.
Optimove
FEBRUARY 1, 2023
Trending and Popular Content Customers’ interests are constantly evolving. Tailor your marketing strategies for maximal impact by keeping up with changes in customer behaviors via real-time insights on the content and products that are most popular with your audience. Discover What is Trending Build and inform content strategies in real time by discovering which content and products are trending on your digital platforms.
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.
The DiJulius Group
FEBRUARY 1, 2023
We all have different answers to the question, “What is company culture?” Some say it’s values. Others say it’s purpose. However you decide to define it, company culture is the group’s collective personality, encompassing their behavior, knowledge, beliefs, and habits. Great coaches motivate teams and maximize their performance – both on the field and in.
Optimove
FEBRUARY 1, 2023
Trending and Popular Content Customers’ interests are constantly evolving. Tailor your marketing strategies for maximal impact by keeping up with changes in customer behaviors via real-time insights on the content and products that are most popular with your audience. Discover What is Trending Build and inform content strategies in real time by discovering which content and products are trending on your digital platforms.
SurveySparrow
FEBRUARY 1, 2023
You must’ve heard the saying, “It takes a village to raise a child” Well, you can use this and apply it to 360-degree performance appraisals at the workplace. Because just as a child’s development is influenced by a variety of factors, an employee’s performance is also impacted by a wide range of inputs. This is why 360 feedback for managers and employees is becoming an essential aspect in organizations globally.
Forrester's Customer Insights
FEBRUARY 1, 2023
If you’re in product management, your skills are needed today! According to Glassdoor, the number of product manager job openings has increased 135% over the past five years, with up to 17,000 available job openings on the site today.
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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.
Comm100
FEBRUARY 1, 2023
There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. In the United States, 33.4% of college students are now aged 25 years and older. In the UK, 37% of undergraduate entrants at universities were over 21 during the 2019/2020 academic year. We’ve looked at ways to increase student enrollment in past blogs, but mature students are unique.
Forrester's Customer Insights
FEBRUARY 1, 2023
In this corner … consumers and privacy concerns. And in the other corner … companies prioritizing personalization in their business objectives. Who will win this fight of opposing forces? For too long, companies (and particularly marketers) have tried to drive efficient customer acquisition with “personalized” experiences and by hyper-targeting individuals.
Gainsight
FEBRUARY 1, 2023
Well well well, it looks like we’ve stumbled upon the holy grail of customer success—product adoption. It’s the one thing that can make or break a customer’s experience with your company. But fear not my fellow customer success warriors, I have come bearing the gift of insight on increasing product adoption within your customer base.
Forrester's Customer Insights
FEBRUARY 1, 2023
Indian enterprises have had SaaS on their radar for the last 7+ years, if not more. SaaS uptake in India was slow and cost used to be the only major driver towards SaaS adoption. Indian enterprises were in dilemma when major software vendors shelved their on-prem solutions in favor of SaaS only offerings.
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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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