Kustomer
JULY 13, 2020
In the realm of customer care, there’s tried-and-true, traditional customer service, and then there’s digital customer service. While there’s certainly plenty of overlap, the latter takes a more focused perspective and is designed to support digital consumers by taking their omnichannel customer journey into consideration. This might have you wondering, what is digital customer service, exactly?
Integrity Solutions
JULY 13, 2020
No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity. Training is regularly implemented, new sales techniques are tried out, and the latest and greatest technology is implemented as the surefire antidote to a complex, competitive marketplace.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
JULY 13, 2020
In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Why video? Video is what most engages customers.
eglobalis
JULY 13, 2020
Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.
Advertisement
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.
NetBase
JULY 13, 2020
Smart brands are prepping for every eventuality in a pivotal back to school year. From decreasing lead times for marketing, to creating alternate advertisements for all circumstances, brands are actively dancing to consumers’ beat. Having the most accurate and relevant insights for every possible scenario is vital for brands to stay one step ahead of this unpredictable virus, as it affects everything, including education.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 13, 2020
The coronavirus pandemic has drastically impacted every sector and industry, perhaps none more so than the customer service job family. Stay at home orders and mandatory shutdowns have significantly altered consumer behavior and shopping habits, disrupting the brick & mortar retail industry and leaving millions of customer service employees without a job.
Magellan Solutions
JULY 13, 2020
Software-as-a-Service or SaaS is one of the fastest growing branches of the tech industry. More and more entrepreneurs are investing in the SaaS industry, as the demand for SaaS grows. To help meet market demands, some companies turn to SaaS outsourcing. However, should your company do it? The answer is yes, and here is why. What is SaaS outsourcing?
Forrester's Customer Insights
JULY 13, 2020
This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.
Grade.us
JULY 13, 2020
Reading Time: 12 minutes. Why are HomeAdvisor reviews so critical to attracting leads in the home services industry? A Gallup poll found only 29% of consumers believed building contractors had “high or very high” honesty and ethics. Is this perception the truth for the vast majority of the industry? Of course not. Much of your customer’s apprehension stems from inexperience about the home remodel or improvement process or a poor experience.
Advertisement
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
Forrester's Customer Insights
JULY 13, 2020
Walmart quietly launched Walmart Insurance Services LLC. The new business entity moves Walmart beyond just offering education on insurance to selling health insurance policies. “Yes, you read that right, Walmart now has an insurance agency,” reads multiple new job listings on Walmart’s site. This follows a presentation by Walmart President of Health and Wellness Sean […].
SurveyGizmo
JULY 13, 2020
By Cameron Settle, Support Hero. There are two great features within SurveyGizmo that are often overlooked. The first is “Bulk Editor” which allows you to see your entire survey and choose which pages or questions you would like to set as required. You can also enable or disable pages and questions. The second feature is “Find & Replace” which allows you to search your entire survey for specific words and replace them.
Forrester's Customer Insights
JULY 13, 2020
On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.
Calabrio
JULY 13, 2020
Legacy Teleopti WFM customers now have the ability to use Calabrio Advanced Reporting — and gain even greater insight into their contact center operations. The Unified Data Mart (UDM) with data library uses the Teleopti WFM data mart as its source. The adapter comes with a standard set of starter dashboard and reports to help you get started quickly.
Advertisement
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,
.png)
Forrester's Customer Insights
JULY 13, 2020
How Poor Pandemic Management Destroys A Brand As the rest of the UK started emerging from lockdown, the city of Leicester saw local restrictions reimposed due to a second wave of infections. Leicester’s garment factories, many of which are suppliers to UK-based online fashion retailer boohoo, were identified as the most likely cause of the new outbreak.
SmartKarrot
JULY 13, 2020
Role: Customer Success Manager Location: Texas, US Organization: Illusive Networks In this role, you’ll have to own and manage customer relationships, ensuring customer delight and communicating the value of the product to drive deeper and build strong engagement. Maintain ongoing customer relationships, networking, implementing success programs, contributing to sales, on-boarding, training clients, and minimizing churn.
NICE inContact
JULY 13, 2020
The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term. But that isn’t the only thing that’s on the mind of contact center leaders.
SmartKarrot
JULY 13, 2020
It is a known fact that MRR aka Monthly Recurring Revenue is a lifeline for SaaS business. Since they live or die off this scheme, you might want to take a notch up if you wish to see a boom in the SaaS market. Statistics claim that by the year 2023, the business shall grow at a compound rate of 17% with over $60 million. What is MRR and How to calculate it?
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.
ClientSuccess
JULY 13, 2020
For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount. The right customer onboarding platform is extremely important to the long-term success of a business, so finding the solution that works best for your team is key.
MyCustomer
JULY 13, 2020
Voice of the Customer How deep listening keeps you ahead of change.
C Space
JULY 13, 2020
The Brand Move Roundup – July 13, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
Lithium
JULY 13, 2020
Say 'Hi' to Maia! Introducing Maia, your new virtual partner in exploring the Khoros website and Atlas community. Partnering with Atlas Guides, our dedicated chat agents, Maia maximizes the potential of Khoros Modern Chat by guiding you to answers in both real-time and on your own time. Maia can help you find content on Atlas, file support tickets, check product status, and many other evolving tasks.
Advertisement
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.
SmartKarrot
JULY 13, 2020
Source. In your journey of nurturing a relationship with your customer, there comes a time when your customer is ready for more. It is a clear indication that your product is adding enough value to the customer’s business. And when that reaches to the most optimum level, it becomes necessary for both the parties to grow their business. Hence, upsell is the clear outcome of such a situation.
Forrester's Customer Insights
JULY 13, 2020
The Forrester Analytics Business Technographics® Priorities And Journey COVID-19 Recontact Survey, 2020, fielded in May, confirms what we already knew from our clients: COVID-19 has had a significant impact on Asia Pacific firms’ business and technology priorities. This new data also allows us to compare the results of the survey during COVID-19 to those we […].
inmoment
JULY 13, 2020
Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. Today, we’re going to take a brief look at how to prove that ROI by telling the story of CX—a story of metrics, connections, aspirations, and, yes, hard numbers.
Advertisement
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.
Expert insights. Personalized for you.
59 
Let's personalize your content