BlueOcean
OCTOBER 4, 2022
Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers. And it’ll happen faster than you could ever expect. That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas.
Team Support
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to
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Playvox
OCTOBER 4, 2022
While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations. Every customer interaction is an opportunity to learn more about your customers, understand how and why they use your product, and gain insight into how to keep them longter
ShepHyken
OCTOBER 4, 2022
Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans.
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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.
The DiJulius Group
OCTOBER 4, 2022
The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build an ROX dashboard the executive team will. Read Full Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Optimove
OCTOBER 4, 2022
Of course, the ultimate goal of looking at emerging trends in the mobile app development space is to ensure you’re meeting rapidly changing user expectations and delivering a customer experience that they’ll never have to seek elsewhere (aka, with your competitor). Global spend on mobile apps hit $133 Billion in 2021, a rise of almost 20% from the previous year.
CSM Magazine
OCTOBER 4, 2022
Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector. Verint’s recent survey of more than 5,000 consumers across Gen Z, Millennials, Gen X and Baby Boomer demographics shows that customer satisfaction scores have fallen for the majority of the 20 banks in our benchmark.
SAP Customer Experience
OCTOBER 4, 2022
Every year, hundreds of companies submit their success stories powered by SAP technology to the SAP Innovation Awards for consideration. How can you compete with that? Well, if you want your pitch deck to stand out from the rest, you’re in the right place. With years of experience and supplemented.
Forrester's Customer Insights
OCTOBER 4, 2022
Ready to give up on your CRM deployment? Before you do, you should know: CRM is a huge market. It is valued at $63.91 billion today and projected to grow to $145.79 billion by 2029, at a CAGR of 12.5%. Eighty-two percent of enterprises use CRM. Yet when I surveyed hundreds of business and IT […].
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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
SAP Customer Experience
OCTOBER 4, 2022
Dear Community, The 2211 release (November 2022) for SAP Sales and Service Cloud is just over the hill. We will be adding the release webcast-related information and assets here in our community. This will allow you to access the on-demand recording after the live event, short demos if available, slide.
ClientSuccess
OCTOBER 4, 2022
As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. While process improvement solutions make it easier for CSMs to track and manage their workload, customer success-specific platforms are also designed to track detailed data and metrics specific to customer engagement and satisfaction.
SAP Customer Experience
OCTOBER 4, 2022
On behalf of the SAP CRM & CX Product Learning CoE team, I am pleased to announce the official release of the SAP Customer Data Platform Implementation Training and associated certification: C4H630 – SAP Customer Data Platform Implementation Training C_C4H630_21 – SAP Certified Development Associate – SAP Customer Data Platform.
Gainsight
OCTOBER 4, 2022
Back to the Future is probably the most famous and beloved time travel movie franchise ever. . The classic adventures of Marty McFly, Doc Brown, and their nemesis Biff Tannen are fun, funny, and heartwarming, and they’ve kept audiences coming back for more ever since the first film was released in 1985. . But Back to the Future was always more than just a comedy adventure.
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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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Education Services Group
OCTOBER 4, 2022
I’m just going to come right out and say it. It might break some hearts, but it’s important to get this out there. Customer segmentation and tiering are not the same thing! If you’re sitting there thinking, “of course, I know that. Don’t be silly!” Then, I’m relieved. But I still see far too many Customer Success leaders (yes, even smart ones!) using the terms interchangeably.
Forrester's Customer Insights
OCTOBER 4, 2022
Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly. But as we detail in our newest report in our anywhere-work series, Master The Messy Middle Of Hybrid, the road […].
DemandJump
OCTOBER 4, 2022
Content, content, content… if you’re involved in marketing in any capacity, this word probably bounces around your head all day until it loses all meaning. To break out of buzzword territory, content is information that is presented as writing, images, video, audio, or a combination of these formats. It also happens to be a very effective way to market your business.
Forrester's Customer Insights
OCTOBER 4, 2022
Forrester’s Moments Map helps brands understand consumer awareness, adoption, use, comfort, and ultimately preference for various devices and channels.
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.
Perceptive
OCTOBER 4, 2022
If you’re new to segmentation, it’s easy to get overwhelmed with the various methodologies, especially when many use interchangeable terminology. To help, here’s a list of the different types of segmentation, when you should use them, and the benefits they bring when building out your understanding of your market and your customers.
Forrester's Customer Insights
OCTOBER 4, 2022
The US is facing a primary care crisis and long wait times, scheduling inefficiencies, and legacy technology are exacerbating the problem.
Helpware
OCTOBER 4, 2022
Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever. Over the past 30 years, we have engineered the greatest, most rapid technological advancements to date—and the world’s brightest innovators assert that this is only the start. As we have collectively learned to navigate the digital world, an entirely new real-life application of the internet has spawned.
Zonka Feedback
OCTOBER 4, 2022
Anybody today can create a survey quickly with so many survey tools at our disposal. But when you’re looking to collect feedback that is actually useful, you must build your feedback survey in a certain way so your customers are likely to respond with valuable data.
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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.
Gainsight
OCTOBER 4, 2022
On the latest Mehtaphysical Musings, I talked with Jason Knight about the world of product, how it’s evolving, and how we talk about product management to those inside and outside the tech field. Knight is Director of Product at Unmind , a cultural change platform that helps people flourish at work by giving leaders expert mental health and well-being tools.
Uplight
OCTOBER 4, 2022
The rising costs of goods and services are wreaking havoc on customers’ wallets and lives. Energy costs are outpacing high inflation, with the average residential electric rate up 15.8% from a year ago. As a result, consumers have less discretionary income overall. Utilities can help customers save energy and money through Marketplaces by giving customers Read More.
dscout People Nerds
OCTOBER 4, 2022
Business educator Stacy Neier Beran shares the unique attitudes of Gen Z, and how to apply design and research through the power of experiential learning.
BirdEye
OCTOBER 4, 2022
Choosing a healthcare provider requires a lot of trust from a patient. Nowadays, patients can turn to online reviews when trying to find the right doctor for them. That’s why doctor reputation management is an important part of bringing in more patients to your practice. In this blog, we’ll explain why doctor reputation management can help grow your practice.
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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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