New job in customer experience? Do this on the first 90 days
GetFeedback
APRIL 25, 2022
Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters.
Mon.Apr 25, 2022
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A Breakthrough in Point Correspondence: Mitigating “Outliers”
TechSee
APRIL 25, 2022
Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception. When both eyes focus on an object, the difference between the visual images that each eye perceives due to its unique angle – known as retinal disparity – is the phenomenon that allows the human brain to compute depth perception.
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Introducing Customer Experience (CX) Automation and Smart Workflow Feature
Zonka Feedback
APRIL 25, 2022
66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.
How to Make Your CX Strategy Part of Every Team in Your Company
Kustomer
APRIL 25, 2022
The modern customer is one that is informed. More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. In fact, among surveyed consumers, Kustomer found that 79% believe customer service is extremely important in deciding where to shop.
The Ultimate Guide to Monetizing Customer Learning
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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.
Mistakes to Avoid When Selecting a CS Platform: Not Being Able to Create Inspiring Journeys
Totango
APRIL 25, 2022
Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of choosing a platform that doesn’t allow you to create inspiring customer journeys.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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Training Solutions That Can Improve Your Customer Service Management Style
CSM Magazine
APRIL 25, 2022
Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. This article looks at some of the best training solutions in more detail. Mental Health Training.
What values guide my actions and behaviors at work?
Customer Enthusiast
APRIL 25, 2022
This is the second article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role to employees, connect daily work activities to organizational purpose, and inspire the collective pursuit of a common aspirational goal. The act of contemplating and responding to each of the Four … Continue reading "What values guide my actions and behaviors at work?".
Introducing Customer Experience (CX) Automation and Smart Workflows
Zonka Feedback
APRIL 25, 2022
66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.
How to Protect Your Customers’ Data From Cyber Attacks
CSM Magazine
APRIL 25, 2022
These days, many small business owners use digital tools to manage virtually every aspect of their company, including key pieces of customer data. While these digital tools make it much easier and more convenient to manage your business, they can also leave you vulnerable to cyber attacks if you don’t have the proper security measures in place. Today’s consumers know this, and they are more concerned than ever about the safety of their personal data.
The Verint Experience Index: Retail
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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
Moving Beyond Your Data Lake to Support a Simplified Energy Customer Experience
Uplight
APRIL 25, 2022
The availability of customer energy data is higher than ever before, but utilities are struggling to access and utilize it. Even when consolidated, the data might not be easily shareable among internal and external stakeholders, or be in formats that support a range of applications. This results in one-off, closed solutions that lack scalability and Read More.
La culture cash, en quoi ça consiste ?
Quadient
APRIL 25, 2022
La culture cash, en quoi ça consiste ? Ludovic Georges. Mon, 04/25/2022 - 11:21. Bonjour, Une entreprise bénéficiaire avec un carnet de commandes rempli peut trébucher à tout moment lorsque sa trésorerie est déficitaire. Factures impayées, dépenses mal hiérarchisées, organisation déficiente : les raisons sont nombreuses pour expliquer un manque de liquidités et un décalage problématique entre décaissements et encaissements.
SAP Litmos Support: All you need to know
SAP Customer Experience
APRIL 25, 2022
Background Litmos is an SAP acquired company. Since the acquisition in 2018, all new customers have signed contracts directly with SAP. In late 2021, legacy customers (those who signed contracts with Litmos before 2018) were migrated to SAP Support. This means they no longer receive technical support from Litmos and.
Live Session: What’s gone wrong with the CX world - and how can it be fixed?
MyCustomer
APRIL 25, 2022
Loyalty Live Session: What’s gone wrong with the CX world?
11 Tips to Drive Learning Content Consumption
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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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Shared Customer Experience: What Happens When Your CX Depends On Partners?
Forrester's Customer Insights
APRIL 25, 2022
Organisations are not always fully in control of all of their customer’s experiences. Whether it is logistics partners supporting a retailer’s delivery experience; insurance companies relying on sales via brokers; or consumer facing brands relying on retail partners to sell their products: an organisation’s end-to-end customer experience often relies on external business partners.
How can brands mitigate the CX impact of supply chain challenges?
MyCustomer
APRIL 25, 2022
Engagement How to mitigate the CX impact of supply issues.
Solve Customer Mysteries With Quantitative And Qualitative Investigation
Forrester's Customer Insights
APRIL 25, 2022
Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.
Live Session today @ 11AM BST: What’s gone wrong with the CX world - and how can it be fixed?
MyCustomer
APRIL 25, 2022
Loyalty TODAY @ 11AM: What’s gone wrong with the CX world?
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
What Are the 3 Components of Content Strategy?
DemandJump
APRIL 25, 2022
A whopping 91% of organizations are using content marketing, and there are 213.65 million companies worldwide. This means 194.42 million companies are using content marketing.
WATCH NOW: What’s gone wrong with the CX world - and how can it be fixed?
MyCustomer
APRIL 25, 2022
Loyalty WATCH NOW: What’s gone wrong with the CX world?
How Do You Structure a Pillar Page?
DemandJump
APRIL 25, 2022
The internet can be difficult to master when your business is hoping for an increase in web traffic. Are you wanting to boost your website ranking on Google to drive customers to your product or service? If you’re unsure how to navigate content or search engine optimization (SEO), you should consider a content pillar strategy.
Your Guide to the Key Account Management Maturity Model
Kapta Customer Success
APRIL 25, 2022
As a key account manager, evolving to provide better service is an important part of the job. However, to do so, you have to understand where you are currently, and where you need to be. With a maturity model, you can do exactly that.
10 Questions to Ask Before Buying an LMS
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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.
What Is a 10x Content Pillar Page?
DemandJump
APRIL 25, 2022
In the world of content marketing, every company is trying to find a way to reach its audience more effectively. By utilizing an SEO pillar strategy and a 10x content pillar page, a company can create targeted content that generates the most amount of organic search traffic by answering its audience's most commonly asked questions.
Apr 25 – Customer Success Jobs
SmartKarrot
APRIL 25, 2022
Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can
What Is 10x Content?
DemandJump
APRIL 25, 2022
You have probably noticed that Google displays the total number of search results after you complete a search. If you search for “social media marketing,” for example, the message reads, “About 4,590,000,000 results,” followed by the milliseconds it took for Google to find all those results (we get it, Google, you’re a search engine wizard).
2022 CX Leader Sessions kicks off with roundtable discussion about emotion
MyCustomer
APRIL 25, 2022
Voice of the Customer Watch an emotional first CX Leader Session of 2022.
The Open CCaaS Advantage Report
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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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