Tue.Oct 25, 2022

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Keeping Teams Jolly as the Holiday Season Approaches

CSM Magazine

The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office. While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack.

Banking 119
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Assessment for Almost-Automatic CX Excellence

ClearAction

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-fo

Sports 71
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Understanding the Customer Satisfaction Index and How to Measure It

Solvvy

You can take various approaches to measure customer satisfaction levels. Some take a holistic view. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. Here’s what you need to know. What Is the Customer Satisfaction Index?

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Black Friday: Is the Humble SMS the Secret Weapon for Brands Managing Customer Service Volumes This Year?

CSM Magazine

James O’Hare, managing director of LINK Mobility , says great communications will be critical. Black Friday is a time of year when consumers can get the best deals for the things they want, and on occasion the things they didn’t know they needed. As such, supply chains and stock availability have always been geared around specific Black Friday and Cyber Monday events.

Brands 52
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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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GUEST POST: Keeping Employees Engaged and Empowered

COPC

Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. . As a global business whose core focus is helping our clients foster strong customer relationships, low turnover and consistent performance are critical.

More Trending

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Digital vs In-Person Qualitative Research: How to Determine Which Is Best for You

2020 Research

All businesses perform better when they understand their target consumer. Collect consumer insights through a well-crafted market research strategy and achieve deeper intelligence on your audience. Qualitative research is essential to your plan, but which should you select; digital or in-person qualitative? In this blog, discover the pros and cons of both digital and in-person qualitative research.

Travel 52
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CX Leader of the Year 2022: Four highly commended entries revealed!

MyCustomer

Engagement CXLOTY 2022: 4 highly commended entrants revealed!

2022 105
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Changing Your Loyalty Program? Here’s What To Consider

Forrester's Customer Insights

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […].

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Calabrio Welcomes SaaS Experts Daniel Maier and Ryan Toben to Further Develop Revenue Acquisition and Customer Success Initiatives

CSM Magazine

Calabrio continues to attract top-tier talent as the cloud contact centre landscape evolves. Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Both individuals have extensive business development, revenue generation, and customer success experience from previous leadership positions at top SaaS (Software as a Service) brands.

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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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Why it's time for CX and finance to become BFFs

MyCustomer

Engagement Why it's time for CX and finance to become BFFs

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POS System in Retail: 6 Main Benefits

CSM Magazine

Image source: POS Software Development | POS Solutions | Edvantis. Are you wondering what the benefits of POS systems are in retail? You can add more payment methods, generate reports automatically, keep tabs on more than one store, and much more. Customers no longer wait patiently in lines to pay at checkout counters. Whether purchasing in a store, on a public vehicle, or at a self-service kiosk, consumers today want a quick, convenient, and individualized payment experience.

Retail 52
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Predictions 2023: CX Teams Thrive Or Wither Based On What They Do Now

Forrester's Customer Insights

Customer experience teams in 2023 will reach an inflection point: They will either show ROI and excel — or fade away. Read our CX predictions for 2023.

2023 49
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Alida Fall ‘22 Product Release: Engage more customers faster with Conversational Surveys

Alida

The launch of this product headlines our Q4 release, which also includes several new features bound to enhance the Alida TXM platform.

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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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Predictions 2023: A Metaverse + NFT Winter Will Cool Market Hype

Forrester's Customer Insights

In the face of economic slowdown, Forrester predicts a winter season for metaverse and NFTs that will chill the market. However, there will be bright spots for these emerging technologies. Learn more.

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Marketing Mix Modeling (MMM) for B2B – A Primer

Merkle

Marketing Mix Modeling, commonly referred to as MMM in the advertising industry, has long been the gold standard when it comes to applying scientific and data-driven techniques to determine budget allocations for marketing and media plans. At its core, MMM involves ingesting the data for every part of the marketing mix (including external factors like inflation rates, competitor prices and beyond) and seeing how those parts influence an outcome.

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Amazing Business Radio: Gadi Shamia

ShepHyken

Achieving Balance Between AI and Human Experience. How to Leverage AI to Reduce Customer Experience Gaps. Shep Hyken interviews Gadi Shamia, CEO and co-founder of? Replicant , a leader in Contact Center Automation. He shares how contact centers can automate the most common customer service calls and empower human agents to focus on empathy and more complex customer issues.

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CSMs: How to Host a Successful Customer Account Review

ClientSuccess

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. .

Webinar 74
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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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5 reasons why you shouldn’t rely on generation segmentation

Perceptive

You’ve probably heard the stereotypes: Baby Boomers are hard-working but out-of-touch, Millennials are tech savvy but lazy, and Gen Z are progressive but narcissistic. While generational analysis may have its uses in understanding macro shifts in society and youth culture, it’s not something businesses should rely on for segmenting their market or customers.

Culture 70
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Sitecore Symposium 2022 Recap

Merkle

Merkle recently sent a team to Sitecore Symposium, including two of our MVPs Jeff Rondeau (4x) and David Starkweather (3x). Below is a conversation between Jeff and David recapping the conference. . David : Hey Jeff, we just got back from Symposium. This was my first time attending, but you've done this a few times, how did this year stack up against previous Symposiums?

2022 52
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How to Avoid Disappointing Your Customers When Launching a New Product

Centercode

If you’re building a product that makes an element of everyday life “smart”, you’re probably also helping to create a whole new market that has no set industry standards or expectations.

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Remote Team Management: Tools to Better Support Your Team

Helpware

Out of necessity, the coronavirus pandemic ushered in the age of the remote team. And even as the pandemic gradually winds down, many companies have no plans to look back. According to the career site Ladders , remote work opportunities grew from 4% of all high-paying jobs to 9% by 2020. In 2022, around 15% of all high-income jobs are now fully remote.

2022 53
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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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10 Mistakes That Will Derail Your Beta Test

Centercode

Whether you’re managing your first beta or your fiftieth, some mistakes can completely hamstring a beta test. Here are the biggest mistakes to watch out for as you prepare for your next test.

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Educational Content Writing Examples

DemandJump

Educational content isn’t just for academia. No matter what industry you’re in, educating your audience on the topics they care about has numerous benefits.

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5 Warning Signs Your Beta Test is in Danger

Centercode

Sometimes, despite good planning, a beta test will fall off track. You could follow all of our best practices for planning and running a beta test, but there may be a moment when things begin to go wrong. There are a number of reasons why this might happen, and they are often beyond your control.

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Customer Success Team Structure: Four Best Practices

Totango

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the