Alida
AUGUST 16, 2022
Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start?
Totango
AUGUST 16, 2022
Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.
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Beyond the Arc
AUGUST 16, 2022
There’s an old adage: People do business with people they like. That centers on how the business communicates. Effective communications help build trust and confidence about a company. Yet all too often, B2B content misses the mark, sounding more like it’s coming from a building, instead of people. To motivate leads, keep the conversation [.]. The post 6 B2B communication best practices to increase engagement appeared first on Beyond the Arc.
ShepHyken
AUGUST 16, 2022
The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Top Takeaways: What do we mean when we talk about AI for business?
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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.
inQuba
AUGUST 16, 2022
It’s business unusual, but multi-disciplinary teams are solving today’s biggest challenges. Whether consumers changed the business environment or the environment altered the customers, business leaders will agree that transformation is today’s survival imperative. There are some brave new voices around the boardroom table and these professionals are trying to address new challenges in an evolved environment with a fresh toolset.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Education Services Group
AUGUST 16, 2022
Customer Success Plans are key to starting your customer relationships off on the right foot. CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey. They’re a great way to demonstrate to your brand new customers that “you’ve got this.”.
Lithium
AUGUST 16, 2022
Welcome back to Titans of Customer Engagement, A Customer Experience Podcast by Khoros. We are thrilled to be joined by Khoros’ Director of Change Management, Ramona Maher ( ). Change is inevitable, but the way you approach and plan for it can make or break your success. Join us as we dive into the details of how to effectively prepare for change management, no matter where the change is.
SurveySparrow
AUGUST 16, 2022
Online survey tools like Jotform have become the most necessary attribute of the contemporary digital world. It allows you to get precise results based on your target audience’s responses. They allow you to serve your customers better and increase the productivity and efficiency of your organization. So, we thought of doing a Jotform review for you to help you understand if it is worth all the hype. .
Keatext
AUGUST 16, 2022
The post How to Map Emotion in Your 360 Customer Journey appeared first on Keatext.
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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
Clarivate
AUGUST 16, 2022
Trademark research and risk assessment are essential to successfully launch a new brand. When IP professionals provide fast and accurate answers to critical launch questions, they not only help brand owners make more confident business decisions, but they also become invaluable strategic partners. Launch new brands on time while mitigating commercial risk.
Forrester's Customer Insights
AUGUST 16, 2022
Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Loyalty marketers, you might consider joining them! Since early 2020, concerns for health and safety, supply chain issues, and […].
SmartKarrot
AUGUST 16, 2022
Role: Director of Customer Success Location: Cambridge, MA, US Organization: Volta Labs, Inc. As a Director of Customer Success, you will build out and lead the customer success organization that includes customer service and field applications scientists. Establish both leading and lagging KPIs to enhance customer advocacy. Develop a framework for the Technology Access Program (TAP) to span from “demo lab” to field placements.
Thematic
AUGUST 16, 2022
At a recent Friday team session, Thematic delved into our customers' world by doing a brand survey. Our Friday sessions are less serious, with more emphasis on team-building and creativity. For each brand, we gave a score (1-5) and a reason for the score. We generated over 800 responses to over 50 high profile brands, including: Food and drink: Coca Cola, Pepsi, Red Bull, McDonalds and Pizza Hut Social media: Facebook, LinkedIn, Tik Tok, Twitter and YouTube Entertainment: Netflix, Disney, M
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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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Helpware
AUGUST 16, 2022
The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry. As consumers began putting greater emphasis on convenience and the demand for easily accessible care soared, the digital health industry boomed in novel ways that will continue to linger beyond the pandemic era.
West Monroe
AUGUST 16, 2022
The Inflation Reduction Act was signed into law on Monday, which makes a significant investment in the clean and renewable energy market while also implementing several tax changes to help pay for that investment. What does this mean for the energy and utility industry? The Act includes $369 billion in renewable energy production to bolster domestic manufacturing, modernize the grid, increase resilience, and reduce carbon emissions by 40% by 2030.
CSM Magazine
AUGUST 16, 2022
If you’ve recently got a new job in Naples and are planning to move there, you’re probably feeling excited and perhaps a little daunted at the prospect. It can be tough to start a new career in a brand new place but don’t worry too much, your future is brimming with opportunity. This article has some essential information that will make your transition to Naples a whole lot easier.
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.
2020 Research
AUGUST 16, 2022
Globalization and technology opened up a new world of possibilities for consumers to have their needs met, which requires attention and adaptability from companies and marketers alike. It’s visible throughout the sample industry. The need for quantitative data answers important questions about your business, such as: Is there a market for your product or service?
CSM Magazine
AUGUST 16, 2022
Creating and maintaining a YouTube channel can be time-consuming, but it can also lead to new opportunities and connections. If you have a subject that you’re passionate about and are willing to commit energy to, starting a YouTube channel might be the right move for you. Before taking that first step, you will need to do some research and preparation.
SmartKarrot
AUGUST 16, 2022
Most businesses must get this a lot- Are you implementing QBRs and EBRs regularly? While some may be doing these reviews, the bottom line is whether they are necessary. What are QBRs? What are EBRs? Why do some experts consider QBRs to be a waste of time? Why are they important? These are the primal questions you will find answers to in this article.
TechSee
AUGUST 16, 2022
TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry. New York, August 16th 2022 – TechSee , the market leader in Computer Vision solutions for customer service, today released the results from its 3rd annual State of Customer Loyalty and Churn, the 2022 Edition. The report focuses on the impact of the pandemic on consumer behaviors with the key findings showing a significant loss of product-dependent brand loyalty.
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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.
Forrester's Customer Insights
AUGUST 16, 2022
For a large multichannel bank, a 1-point improvement in its CX Index™ score can lead to an incremental $123 million in revenue. For a direct bank, it can lead to an incremental $92 million in revenue. Discover the results of the 2022 CX Index™ for US banks.
COPC
AUGUST 16, 2022
Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight.
Forrester's Customer Insights
AUGUST 16, 2022
We published our report “Automation Can Solve The Service Worker Shortage,” in May 2022. This research defined eleven categories of automation that will most effect front-line service workers. We then ranked the categories based on likely adoption and how ready the required technology is. Client readership was strong, but they asked that we dig a […].
CSM Magazine
AUGUST 16, 2022
The implementation includes 8×8 Secure Pay , an essential XCaaS component powered by PCI Pal , which provides an important layer of security and compliance for credit card payments over the phone. Instead of call centre agents requesting card details, customers key-in payment details directly onto their phone’s keypad – maintaining the highest level of privacy for customers.
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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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