InMoment XI

DECEMBER 14, 2022

Welcome to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Tourism 493

Tourism Government Financial Innovation 493

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered.

Contact Center 78

Contact Center 2023 Interaction Customer Centricity 78

SurveySparrow

DECEMBER 14, 2022

Branded surveys are designed to capture specific data related to a brand’s needs, goals, and objectives. They are used as a marketing tool to measure customer satisfaction and loyalty, gain insights into consumer preferences, conduct market research, or gather feedback on a product or service. Unlike standard surveys with generic questions across multiple industries, branded surveys are tailored to a specific brand.

Brands 52

Brands Loyalty Feedback Measurement 52

ShepHyken

DECEMBER 14, 2022

You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for Amazing Business Radio. We talked about different customer service and experience topics, and he casually mentioned FOMU.

Customer Service Training 73

Customer Service Training Culture Customer Service Information 73

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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.

Customers

West Monroe

DECEMBER 14, 2022

Priorities have changed for manufacturers over the last calendar year. A looming recession has added to the pressures that inflation brought on, and resiliency is now top-of-mind for manufacturers who dealt with unprecedented supply-chain issues last year—combined with talent shortages and unfilled positions in every subsector that threaten the industry’s future.

2023 52

2023 Return on Investment Download Culture 52

CSM Magazine

DECEMBER 14, 2022

Frontier’s decision to go fully digital and drop its customer service phone lines may, on the face of it, seem like a company moving with the times. Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs.

Call Center 52

Call Center Airlines Travel Consumers 52

DemandJump

DECEMBER 14, 2022

Search engine optimization (SEO) is the cornerstone of content marketing, which happens to be one of the most effective tools for increasing audience retention, ranking higher on search engine results pages (SERPs), generating leads, and more. When done right, optimizing your content for search engines makes it so that people actually see and engage with the content you create.

Engagement 52

Engagement Marketing 52

CSM Magazine

DECEMBER 14, 2022

Customer Services Team Manager, Viki is pictured video calling a customer using the new technology. A social housing provider is celebrating the successful integration of new technology that enables them to interact with customers via live video chat. Platform Housing Group – one of the UK’s largest social landlords – has announced that in the first six weeks of a six month trial, more than 460 video calls have been handled, leading to 38 per cent of the calls either being downgraded from an eme

Technology 52

Technology Customer Service Interaction Management 52

Education Services Group

DECEMBER 14, 2022

Speakers: Lisa Palmer , Chief AI Strategist at AI Leaders. During this session, host Peter Armaly was joined by Lisa Palmer, Chief AI Strategist at AI Leaders, to discuss how Artificial Intelligence will impact the way jobs are performed, how products are developed, and how service is delivered over the next few years. Lisa’s insightful answers to the audience’s questions are outlined below.

Webinar 52

Webinar Innovation Customer Success B2B 52

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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

Retail

SmartKarrot

DECEMBER 14, 2022

Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. Prepare and complete sales plan objectives, campaign quality controls, and customer service standards.

Customer Success 19

Customer Success Roadmap Document Customers 19

Zonka Feedback

DECEMBER 14, 2022

Customer feedback helps companies and brands to identify areas that require modification to enhance customer satisfaction. How do you generate customer feedback ? Companies use different methodologies to get customer feedback after purchasing some of their products. But, surveys are the best when you want to get reliable information from customers.

Customer Satisfaction 98

Customer Satisfaction Feedback Brands Information 98

West Monroe

DECEMBER 14, 2022

Today’s utilities are evolving. While foundational aspects—affordability, resiliency, and reliability—are still top of mind, energy industry trends show that utilities are quickly becoming digital, service-based enterprises tasked with leading the charge toward decarbonization while enabling customers to reach their own sustainability goals.

2023 98

2023 Government Transportation Financial 98

Merkle

DECEMBER 14, 2022

AWS re:Invent wrapped up earlier this month in person in Las Vegas. The week was packed with knowledge-dropping sessions and networking opportunities with over 50,000 industry experts. The keynotes shared AWS’s plans to build end-to-end data and AI offerings in the new year as well as the company’s heavy investment in industry solutions. Pushing further up the software as a service (SaaS) stack, AWS also debuted its AWS Supply Chain offering, which we are excited to see in action in the new year

2023 94

2023 94

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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,

Measurement

Maru Group

DECEMBER 14, 2022

By Maru Entertainment & Technology | December 2022. The Crypto Winter has become the Crypto Crisis. The collapse of FTX, a large cryptocurrency exchange, has severely impacted the values of the many cryptocurrencies in existence, which were already depressed versus their highs of 2021. The Entertainment and Technology team at Maru recently ran some consumer questions to assess how the public perceives crypto, with the results shared below.

Entertainment 78

Entertainment Financial 2022 Government 78

Centercode

DECEMBER 14, 2022

Not only can beta testing help improve the quality of your product, but it can also provide valuable insights and feedback during the busiest time of the year. In this blog we share tips for planning and executing a successful beta test over the holidays.

Blog 52

Blog Feedback Insights 52

Uplight

DECEMBER 14, 2022

Rates are an important tool for utilities to load shift, get to decarbonization, and manage the increasing amounts of distributed energy resources on the grid. However, many customers either don’t know about alternate rate structures or are confused by them. This summer Smart Energy Customer Collaborative (SECC) conducted an online survey of 2,013 American energy Read More.

Management 52

Management Customers Insights 52

CSM Magazine

DECEMBER 14, 2022

When owners of companies think about documentation, they sometimes choose between white papers and business plans. So, what is the difference? In this article, you will find out, what is a whitepaper in marketing , the peculiarities of business plans, and in conclusion, you`ll be able to decide what approaches are best for you. White Papers in Brief.

White Paper 52

White Paper Document B2B B2C 52

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

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it.

2022 98

2022 Customer Success NPS Customer Satisfaction 98

Magellan Solutions

DECEMBER 14, 2022

Why You Need 24-Hour Telephone Answering Service? Call handling may seem like a small part of a business. Which is why, when things are busy, businesses tend to focus on things that matter more. They don’t realize that just answering a customer call can have a big effect on their operations, productivity, and reputation. 24 Reasons Why Get a 24-Hour Telephone Answering Service.

Call Recording 75

Call Recording Books Consumers Sales 75

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. With 100% of customers clamoring for self-service options — be it for setting up demos or answering product questions — it’s no wonder that ‘improving customer experience’ has catapulted to the top three automation goals of marketers everywhere.

Blog 52

Blog Customer Experience Net Promoter Score Demo 52

Forrester's Customer Insights

DECEMBER 14, 2022

(Part one in a two-part series) Effective and actionable key/strategic account plans are an elusive quest for many sales organizations. Throughout my 30-year sales career, I’ve pursued this quest as both a rep and a sales leader. Still, it remains one of the more challenging sales issues I’ve faced. The good news is that help […].

Technology 26

Technology Sales 26

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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.

Information

Gainsight

DECEMBER 14, 2022

During times of economic uncertainty, the secret to survival is to double down on your customers. That doesn’t mean just more time with Customer Success (CS) or building great products to meet customer demands. It also means delivering positive product experiences and overall exceptional customer experiences. . At Gainsight, we’ve seen firsthand that the most successful digitally powered B2B companies focus on delivering a positive product experience (PX) to their customers.

Culture 52

Culture Competitive Advantage Customer Centricity Leadership 52

Forrester's Customer Insights

DECEMBER 14, 2022

(Part 1 of a two-part series) In the recently published Forrester Landscape report, we define B2B sales intelligence as: Solutions that offer data, insights, and data management services to optimize sales efficiency and effectiveness. Companies use sales intelligence vendors to augment and enhance sales data about markets, accounts, prospects, buying groups, and contacts.

B2B 26

B2B Sales Insights Marketing 26

BirdEye

DECEMBER 14, 2022

Social media has completely changed the way businesses can grow. With a single post, you can catch the eye of millions and make your brand a household name overnight. That said, the content that launches one business into success might produce completely different results for others. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers.

Social Media 98

Social Media Entertainment Webinar White Paper 98

Forrester's Customer Insights

DECEMBER 14, 2022

The security analytics platform market is moving faster than it has in years, as demonstrated by these Wave results. Though Splunk still has a tight grip on the segment, competitors are finding opportunities to loosen its hold by addressing continued dissatisfaction with outdated pricing models. Hyperscalers like Microsoft are establishing themselves as top competitors through […].

2022 26

2022 Marketing Customers 26

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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.

Customer Engagement