Wed.Apr 05, 2023

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Improving Customer Experience by Removing Friction

Hello Customer

Sometimes you really love a brand, but they make it impossible for you to do business with them. Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. So you leave and you move on. Today customers expect to have easy and seamless experiences with brands.

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ReThink Productivity Podcast: The Future of Customer Experience with InMoment’s Simon Fraser

InMoment XI

As businesses strive to improve their customer experiences , asking for feedback has become a common practice. However, not all feedback is created equal, and simply collecting feedback for the sake of it may not lead to meaningful insights or improvements. In a recent appearance on the ReThink Productivity Podcast, InMoment’s Vice President of CX Strategy, Simon Fraser, discussed the importance of understanding why you are asking for customer feedback in the first place.

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Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition!

Daniel Group

Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. “CX is about us learning together, this is a journey, focusing on the human element of things, and helping our dealers improve interacting with customers.” Transcript Lynn Daniel: Welcome everyone.

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150 business name ideas to get you started

BirdEye

You have a can’t miss business idea, but you’re racking your brain to come up with a name that does it justice. Don’t sweat it – we’ve all been there. Nailing down the perfect name is crucial in building a rock-solid brand. It’s a hurdle that trips up even the most seasoned entrepreneurs. In this blog post, we’ll share 150 business name ideas to help you hit the ground running.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Think RELATIONSHIPS or Go Broke. Literally.

Bill Quiseng

QUI QUOTE: As their leader, the value to your employees is in their personal interactions, not your business transactions. For their well-being, employees want emotional remuneration, not just financial ones. Don’t ask them, “What can you do for me and my business?” Instead, ask your employees these two questions: “What do you think? and “What can I do for you?

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Mastering the Art of Signposting: A Guide to Controlling Calls with Ease

Myra Golden

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.

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Best Call Center Software: Choosing the Best For Your Business

Helpware

Customer support has come a long way, thanks to the many automation tools currently on the market. S0 there’s no excuse for your business not to provide top-notch assistance to all its customers. The best call center software offers multiple features—from call routing and queuing to interactive voice response (IVR) systems. As a result, you can track key metrics with analytics and reporting features, view customer data for personalized interactions, and more.

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PODCAST: Getting ready for the largest wealth transfer ever

Beyond the Arc

The Great Wealth Transfer is creating hot competition to attract millennials and Gen-Z expected to inherit more than $72 trillion over the next two decades.1 It's estimated that 70-80% of those heirs will seek a new financial institution or advisor.2 That means banks and wealth management firms need to move fast to ensure they [.] The post PODCAST: Getting ready for the largest wealth transfer ever appeared first on Beyond the Arc.

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The Bottom Line: 5 Reasons to Start Measuring & Managing Channel Profitability Now

inQuba

Why Cross-Channel Analysis is the New Game Changer for LOB Heads As businesses continue to evolve and embrace new technologies , and expand to digital channels, the customer journey has become a complex maze of touchpoints. Today’s customers interact with businesses through multiple channels, including social media, email, phone, and in-person interactions.

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The 2023 Verint Experience Index: Retail

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

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PODCAST: Getting ready for the largest wealth transfer ever

Beyond the Arc

The Great Wealth Transfer is creating hot competition to attract millennials and Gen-Z expected to inherit more than $84 trillion over the next two decades.1 It's estimated that two-thirds or more of those heirs will seek a new financial institution or advisor.2 That means banks and wealth management firms need to move fast to [.] The post PODCAST: Getting ready for the largest wealth transfer ever appeared first on Beyond the Arc.

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Google’s Virtual Assistant Plans Signal A Market Shift In Conversational AI

Forrester's Customer Insights

It was reported last week that Google is shifting resources within its virtual assistant unit from Assistant to Bard, its intelligent chat technology. This comes as no surprise to Forrester. Google has a long history of launching and discontinuing services that fail to gain traction with consumers, and voice has failed to do so.

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Apr 05 – Customer Success Jobs  

SmartKarrot

Role: Customer Success Manager Location: Vancouver, BC, Canada (On-site) Organization: Optix As a Customer Success Manager, you’ll be helping potential and existing customers through a variety of channels, such as video calls, live chat, and email support, acting as a product specialist and responding to queries about products. Conducting demos are your chance to learn more about what Optix’s potential customers are searching for and whether we are a suitable fit.

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Ash Wade

2020 Research

Our Around the Globe series continues; this time, we travel to Boston, Massachusetts, to speak with Ash Wade. Ash has been a valuable revenue and sales leader at Sago since 2020 and currently serves as Executive Vice President, Revenue Operations, Sales. Read her thoughts on her purpose at Sago, the future of market research, and her favorite family ritual in the Q&A below.

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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.

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Kommunicate Named a High Performer in the Grid® Report for Bot Platforms

kommunicate

Last Updated on April 5, 2023 Kommunicate announced it had achieved the High Performer award by G2, the world’s largest and most trusted software marketplace. Kommunicate is also ranked 3rd in ‘Ease of Use’ by users in the bot platform category. This recognition is based on the responses of real users for each bot platform-related [.] The post Kommunicate Named a High Performer in the Grid® Report for Bot Platforms appeared first on Kommunicate Blog.

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Apr 05 – Customer Success Jobs  

SmartKarrot

Role: Customer Success Manager Location: Vancouver, BC, Canada (On-site) Organization: Optix As a Customer Success Manager, you’ll be helping potential and existing customers through a variety of channels, such as video calls, live chat, and email support, acting as a product specialist and responding to queries about products. Conducting demos are your chance to learn more about what Optix’s potential customers are searching for and whether we are a suitable fit.

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Here’s What’s New From April 2023 || Kommunicate Product Updates

kommunicate

Last Updated on April 6, 2023 Die letzte Monat war ziemlich aufregend, nicht war? Didn’t understand? Neither did we. But our chatbots surely do. After a long March, we finally reached April with a feature that has been in the works for quite some time. We won’t keep you waiting, so here are the deets: [.] The post Here’s What’s New From April 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.

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Data Gurus Podcast with Sago CEO, Reed Cundiff

2020 Research

The post Data Gurus Podcast with Sago CEO, Reed Cundiff appeared first on Sago.

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The Open CCaaS Advantage Report

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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Rational Versus Organic Approach to Problem Solving

CSM Magazine

In business, you will face problems which in turn will require you to take a step back and think logically for a solution. However, this is not always the case, some problems are best solved organically. When you have an issue, the first thing you want to do is identify the problem. So, what is a problem? A problem is defined as an undesirable situation that interferes with your ability to achieve an objective.

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Data Gurus Podcast with Sago CEO, Reed Cundiff

2020 Research

The post Data Gurus Podcast with Sago CEO, Reed Cundiff appeared first on Sago.

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113: Rock the Recession!

The DiJulius Group

Layoffs are all over the news lately, and the word “recession” is everywhere. As a business owner, you may be fielding your employees’ questions about how a recession will affect your business. Smart business owners recognize the need to prepare for a recession before it becomes a reality. Preparing for a recession may feel counterintuitive–like.

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Ash Wade

2020 Research

Our Around the Globe series continues; this time, we travel to Boston, Massachusetts, to speak with Ash Wade. Ash has been a valuable revenue and sales leader at Sago since 2020 and currently serves as Executive Vice President, Revenue Operations, Sales. Read her thoughts on her purpose at Sago, the future of market research, and her favorite family ritual in the Q&A below.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Introducing Advanced User Segmentation: Making Product Feedback more Powerful

Zonka Feedback

Deliver Surveys to the right audiences, power your product feedback like never before and get the data that really matters.

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FinOps Is Getting A Seat At The Executive Table

Forrester's Customer Insights

Earlier this year I promised a slew of research on FinOps. Today, I published the first in this series on What Technology Executives Need To Know: FinOps. This report is especially timely as FinOps is getting a front row seat with executives globally across verticals and across organizations of all sizes.

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InMoment Launches CX Industry’s First Innovations Leveraging ChatGPT in the XI Platform to Solve Real-World Business Challenges for Clients

MyCustomer

Distill hundreds of individual customer comments into an easy-to-understand short overview of the most pressing customer issues 5th Apr 2023 InMoment Leverages ChatGPT in the XI Platform

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The Latest Healthcare Trends (And How to Leverage Them)

Brandwatch CX

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.