Team Support

MAY 21, 2020

Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it! We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). In Part 2 we are looking at two of the most modern support channels, self-service and visual support.

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Provide Support

MAY 21, 2020

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.

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Beyond Philosophy

MAY 21, 2020

The world is somewhat depressing at the moment, but every cloud has a silver lining. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. When people come out of the pandemic, it presents a unique opportunity to reinforce some behaviors that you would like to change.

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Alida

MAY 21, 2020

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic.

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One Millimeter Mindset

MAY 21, 2020

There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.”. What is novel about this post-sale scenario, to you, is that now you have to sell virtually. That’s all that’s changed. And your new perspective makes all the difference for what’s next: for you and your client relationships.

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Talkdesk

MAY 21, 2020

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? “Employee engagement is defined as the emotional investment employees make in their organizations. It is the passion, involvement, and motivation they bring to work, which they use to guide their work.” – HR Technologist.

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Myra Golden

MAY 21, 2020

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry.

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Storyminers

MAY 21, 2020

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’.

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Interactions

MAY 21, 2020

“Why don’t we just do it ourselves?” These are the famous last words of every failed AI project. Well, maybe not, but they might of well have been. In a false attempt to cut down costs, have more customization over the end-product, and deploy faster, many companies mistakenly approach Conversational AI deployments the same as other technologies: by taking on the burden in-house.

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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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C Space

MAY 21, 2020

Customer, Now. Nothing is changing faster than ourselves. Read more about this C Space project. What’s happening with customers right now and what should business do next? Suddenly, these two questions became a lot more complicated; the answers require us to get beyond the numbers, headlines and hyperbole in search of simple, scalable human truths. That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspecti

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FiveStars

MAY 21, 2020

Today, nearly every form of business that was once done on paper is being partially or fully transitioned into a digital format. Loyalty cards and punch cards are no exception. If you are looking for a way to transform your existing loyalty program or launch a new one, this guide details the history, benefits, drawbacks, […]. The post Looking for a Punch Card App?

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Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Thanks to Nadia Cameron for a great interview! Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein.

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Experience Matters

MAY 21, 2020

To understand the impact that COVID is having on employees, we surveyed more than 5,000 U.S. employees. While 11% have been laid off or temporarily furloughed, the remaining employees provided feedback on their COVID work environment. We found that: Most people are working from home. Sixty percent of employees report that they’re working from home, and 31% have started to work from home for the first time.

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Healthcare Feedback Customer Experience Customers 75

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Kustomer

MAY 21, 2020

At Kustomer, we design features based on customer needs, so it’s always been a normal part of my work to be on Zoom calls with users from all across the globe. Now, however, I typically talk to people who are calling from their kitchen tables or tucked into corners of bedrooms. Even though I’m personally working from a glorified closet, it’s been a silver lining to continue to connect with users and learn about their needs (and sometimes meet their dogs and babies).

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Aveus

MAY 21, 2020

When patients form a positive relationship with their healthcare provider—or when members have a good experience with their health insurance plan—they become more engaged in their care and loyal to an organization. For both healthcare providers and payers, the experience is of the utmost importance. So how can the healthcare industry continue to improve the patient or customer experience in the midst of the COVID-19 pandemic—and in the post-pandemic environment?

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NetBase

MAY 21, 2020

Plans by Disney+ to release the filmed version of Hamilton ahead of schedule has consumers in a frenzy. Just as Star Wars fans gathered early in their living rooms across the globe to see Rey discover her roots, so we can expect fans of Hamilton to once again gather in their homes to sing along. Disney dominates direct to consumer (D2C) right now with this move.

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MyCustomer

MAY 21, 2020

Loyalty How to reprioritise your customer-facing spend.

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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

CSM Practice

MAY 21, 2020

About 8 weeks ago (or maybe more depending on your location) the world changed. The spread of COVID-19 has had a huge impact on many aspects of our lives, customer success is no different. Customer engagements abruptly slowed down and within days were put on hold or stopped completely. At that time, did customers care about value and success? Did anyone care about KPIs?

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Gainsight

MAY 21, 2020

At Pulse Everywhere, we launched the all-new Gainsight Horizon Experience—Gainsight’s new User Experience powered by a simple, intuitive, and beautiful design system and a set of UI components to serve as the building blocks. This new experience is already available in our CX Center , Revenue Center , Sightline Vault , and Gainsight mobile, and we’ll be rolling it out to the rest of Gainsight NXT and parts of Salesforce edition in the months to come.

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Effort Score User Experience Demo NPS 52

Optimove

MAY 21, 2020

As the old saying goes, there’s plenty of reason to “learn something new every day.” This time around, we did the homework for you, though. While various online learning platforms (providers) differentiate between students and instructors (users) in their marketing efforts, they’re not always able to reach a granular level of segmentation within each group.

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Forrester's Customer Insights

MAY 21, 2020

Healthcare will remain forever changed by the COVID-19 pandemic. Seemingly overnight, consumer demand shifted to convenient access through virtual care. Healthcare organizations must shift their approach for member and patient engagement from reactive to proactive to meet the needs of the new healthcare consumer and ensure future success in a post-pandemic world.

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Knowmax

MAY 21, 2020

Customer Service Training With Knowledge Management.

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Customer Service Training Customer Service Management Customers 52

Forrester's Customer Insights

MAY 21, 2020

This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […].

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Blog Financial Banking Customer Centricity 36

C Space

MAY 21, 2020

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Forrester's Customer Insights

MAY 21, 2020

Most experts agree that COVID-19 is going to be around for some time. Widespread availability of a vaccine is at least 18 months away. But business can’t and won’t be on hold during that time. Technology will play a pivotal role in running your business during the pandemic. So far, many firms have focused their […].

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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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