Oracle
SEPTEMBER 30, 2020
Virtual reality is already here, with a significant potential to transform the customer experience. According to an Oracle and ESG research report, “ The Impact of Emerging Technology on CX Excellence” , VR and AR are rapidly approaching an inflection point. 84% of CX stakeholders surveyed agreed that VR and AR have the potential to supplant brick and mortar CX in the next five years.
ShepHyken
SEPTEMBER 30, 2020
It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
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customer sure
SEPTEMBER 30, 2020
Covid-19 has disrupted life for you and your customers, and the changes aren’t subtle, they’re seismic. It’s changed how companies have to deal with their customers, and it’s created huge uncertainty for customers. Is this a time to watch and wait? Or time to work out what you can do (safely) that will make customers confident to engage with you again!
Calabrio
SEPTEMBER 30, 2020
Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we recognized at our C3 online event — and awarded with cold, hard cash! —the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results.
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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.
CSM Magazine
SEPTEMBER 30, 2020
A satisfied customer is a happy customer and by understanding the benefits of six sigma you will be one step closer to improving the customer experience and achieving customer loyalty. The Six Sigma methodology dates back to the 1980s when the Motorola Corporation found it was a highly effective means of reducing defects. Given its conception in a multinational corporation’s boardroom, Six Sigma was primarily adopted by large organizations in its early years.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Myra Golden
SEPTEMBER 30, 2020
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season. Help me make this training relevant to you by answering this question in the comments: “If you could wave a magic wand at your biggest customer challenge, and make it disappear, what would that challenge be?
The DiJulius Group
SEPTEMBER 30, 2020
1. Feature Article How to be a Disney Hangover By John DiJulius, Chief Revolution Officer Who do you Compete with? If you ask employees this question, most will list five companies from their industry that sell exactly what they do. However, in most cases that isn’t your competition at all. Whether you are a. Read Full Article. The post How to be a Disney Hangover appeared first on The DiJulius Group.
Vanilla Forums
SEPTEMBER 30, 2020
In what seemed like virtually overnight, organizations have been forced to continue their operations primarily online due to the global pandemic and efforts to social distance. More than ever, organizations without a virtual space for their customers to congregate, engage, ask questions and provide meaningful feedback are feeling the gap—they're at a huge disadvantage from their competitors who have already invested in community pre-COVID.
ClientSuccess
SEPTEMBER 30, 2020
What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?
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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
Totango
SEPTEMBER 30, 2020
Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. With this SuccessBLOC, you can identify, categorize and monitor the customer events, activities and behaviors that indicate which customers need attention, and why.
mopinion
SEPTEMBER 30, 2020
These days our online customers are the ones calling the shots. And they’re doing it by placing more and more weight on the digital customer experience (CX) when it comes to choosing you or your competitor. In fact, according to a report released by Salesforce, ‘the majority of global customers (54%) believe companies should expand […]. The post Top 15 Digital Customer Experience (CX) Solutions appeared first on Mopinion.
Myra Golden
SEPTEMBER 30, 2020
I’d love to hear your thoughts on something I’m working on. Is this you?: You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. If this is you, I’d love to get your answer to this question: If you could wave a magic wand and make your biggest customer support challenge disappear, what would it be?
MyCustomer
SEPTEMBER 30, 2020
Engagement How to align professional services with CX.
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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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C Space
SEPTEMBER 30, 2020
The Brand Move Roundup – September 30, 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.
Knowmax
SEPTEMBER 30, 2020
Customer Success Decoded: The secret to fruitful customer returns.
Forrester's Customer Insights
SEPTEMBER 30, 2020
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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
SEPTEMBER 30, 2020
In this episode, John DiJulius talks with Tom Ryan, NCAA Championship head coach of the Ohio State University wrestling team. As an All-American college wrestler, Tom embraced his fair share of “chosen suffering.” It wasn’t until the sudden death of their five-year-old son, Teague, that Tom and his wife encountered “unchosen suffering” in a way. Read Full Article.
Forrester's Customer Insights
SEPTEMBER 30, 2020
Connecting conversational interactions across channels helps organizations deliver frictionless engagement and experiences with value to the buyer.
Customercount
SEPTEMBER 30, 2020
Bob Kobek talks about how in "The New Normal" businesses should outsource their work and suggests three questions you should ask vendors. The post Bob Kobek Vlog 2 – The New Normal appeared first on CustomerCount.
Optimove
SEPTEMBER 30, 2020
Optimove and Attentive are pleased to announce the integration of leading SMS and relationship marketing platforms that allows joint clients to present customers with a fully aligned, personalized experience. Today’s customers expect brands to provide personalized experiences across all touchpoints. Sending conflicting messages through different channels or misaligned offers due to a lack of unified customer profiles can hurt a brand’s reputation.
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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.
PK
SEPTEMBER 30, 2020
As markets grow more volatile, the ability to scale quickly to meet demand spikes is driving businesses to look outside their organization for solutions. Just as the customer now expects […]. The post Global scaled delivery: Achieving nirvana in managed services appeared first on PK.
Gold Research
SEPTEMBER 30, 2020
Improving the Patient Experience - Post COVID. The COVID pandemic has frozen many industries, but one that urgently needs attention is the healthcare industry. With over 2 million infected people in the US there is a great deal of fear and concern about visiting hospitals and other healthcare facilities by the rest of the population. Hospitals are reporting that patient traffic is down sharply and those that are visiting hospitals and emergency rooms are sicker than normal, having delayed a visi
NetBase
SEPTEMBER 30, 2020
Understanding which areas to explore on the tech horizon can be tricky – and this is where tech scouting comes in. Market intelligence informs this effort, helping businesses see beyond the buzz (or lack thereof). And fintech scouting around blockchain technology offers intel on a lucrative niche to explore. Although we don’t hear much about blockchain in the news lately, the financial services industry continues to track potential use cases powered by this technology.
Forrester's Customer Insights
SEPTEMBER 30, 2020
The uncertainty around the length and extent of COVID-19 makes the expected impact for 2021 unclear. One of the most important things you can do as a revenue or sales operations leader is ensure that the annual sales goals set across the business are realistic and in line with the business assumptions.
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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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