InMoment XI

JANUARY 18, 2023

Welcome back to the XI Café Podcast! 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.

Voice of Customer 493

Voice of Customer Consulting Innovation Insights 493

One Millimeter Mindset

JANUARY 18, 2023

How many of you have encountered individuals, strategies, projects, goals, and KPIs which give you Professional Pause? These ideas and values, when read in a meeting agenda or spoken during the course of a live or digital meeting, make you suck in your breath. You immediately close your eyes. More importantly, your brain stops working. As a result, you do not read or hear any further than the words triggering your Professional Pause.

Consulting 93

Consulting Innovation Leadership Blog 93

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. .

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2023 Advertising Customer Service Training Reference 64

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? When we hear recession talk, we’re likely to go all doom and gloom. We shut our minds to starting or growing our small business because we think everyone’s going to stop spending.

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2009 Insights Books Social Media 98

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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

CSM Magazine

JANUARY 18, 2023

Calabrio, the workforce performance company, is pleased to announce the appointment of Kevin Jones as CEO. Kevin succeeds Tom Goodmanson, Calabrio’s current CEO who is leaving after successfully leading the company for the past 15 years. Goodmanson is stepping down to pursue new ventures after growing the company to new heights and setting it on a course for continued success.

Contact Center 52

Contact Center Customer Centricity Leadership Technology 52

SurveySparrow

JANUARY 18, 2023

David vs. Goliath. The Ottomans vs. The Persians. Ali vs. Frazier, and Messi vs. Ronaldo. For eternity, rivalries have played a massive role in shaping our world and interests. Business rivalries are also pretty common. Remember the good ol’ Apple vs. Microsoft ads? People waited eagerly for these ads to see the new ways they’d found to mock each other.

2023 52

2023 Feedback Events 2016 52

Think Customers

JANUARY 18, 2023

Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect. Coming off a challenging year, there are major headwinds to contend with as 2023 begins, according to a new Forrester report, “Predictions 2023: Customer Experience.”.

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2023 ROI Customer Journey Brands 52

MyCustomer

JANUARY 18, 2023

Engagement CX strategy checklist: 7 priorities for 2023

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2023 Engagement 84

Forrester's Customer Insights

JANUARY 18, 2023

Submit your nominations for Forrester's inaugural Customer Obsession Awards. These awards will recognize leading organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement.

Loyalty 26

Loyalty Customers Engagement Customer Centricity 26

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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

JANUARY 18, 2023

Role: Customer Success Manager Location: Nottingham, England, United Kingdom (Hybrid) Organization: Pacvue As a Customer Success Manager, you will make customers successful by providing high-quality technical support and service. Foster account growth/expansion via new products and markets. Tactical and strategic support for priority accounts and maintain relationships with key agencies and brands.

Customer Success 19

Customer Success Roadmap Document Webinar 19

Forrester's Customer Insights

JANUARY 18, 2023

Many financial services executives buy into the concept of customer obsession, but too few take actions that build a customer-obsessed culture. That is the top-level finding from our just-published “The State Of Customer Obsession In Financial Services, 2022” research report. Forrester’s Customer Obsession Assessment places firms in one of five levels: customer-naïve, customer-aware, customer-engaged, customer-committed, […].

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Financial 2022 Culture Customer Engagement 26

ChurnZero

JANUARY 18, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day. Through our candidate outreach and interactions, we acquire lots of qualitative information about why people are looking to leave their current employer and w

Customer Success 98

Customer Success 2023 Culture Consulting 98

Middlesex Consulting

JANUARY 18, 2023

It is January 2023, and we are in an inflationary period. There is much talk about entering a recession. And businesses are conserving cash, reducing inventory, and trying to find new ways of generating profitable business. In my latest Thomas Industry Updates article, For Industrial OEMs, 2023 Is the “Year of Equipment Life Extension,” I write […].

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2023 Consulting Article Customers 78

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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

Heart of the Customer

JANUARY 18, 2023

I love the book Moneyball. I’m not particularly a baseball fan, but I love the lessons on how a counterintuitive approach can create disproportionate outcomes. I recently listened to the Freakonomics podcast “Did Michael Lewis Just Get Lucky with Moneyball?” and it reminded me of the lessons that Moneyball offers for us in CX. If […]. The post CX Lessons From Moneyball appeared first on Heart of the Customer.

Books 78

Books Measurement Customers 78

dscout People Nerds

JANUARY 18, 2023

It’s easy to miss out on golden opportunities during generative research without pushing further.

Insights 105

Insights 105

Uplight

JANUARY 18, 2023

2023 is off to a great start and we’re excited about our conference line-up. We’ll be talking about ways to load shift, creating a more dynamic grid, different billing options, and more alongside utility and industry experts. We also have planned some fun events to make these events even more memorable! Midwest Energy Solutions Conference: Read More.

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2023 Events 52

Circular Edge

JANUARY 18, 2023

Blog Credit: Scott Beaver, January 16, 2023 (4 Major Financial Visibility Challenges and How to Overcome Them | NetSuite). Every business needs to know how much cash it has available, how much it owes to suppliers, and how much it’s due from customers. Keeping track of these details is the bare minimum, however. As companies evolve past cash-basis accounting, they need to maintain more detailed financial records — especially if they want to secure a loan, raise venture capital, or go public.

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Financial Competitive Advantage 2023 Consulting 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

Centercode

JANUARY 18, 2023

One way to measure and improve the quality of your products is by tracking relevant product quality metrics during development.

Metrics 52

Metrics Measurement 52

Circular Edge

JANUARY 18, 2023

Release 23 of JD Edwards EnterpriseOne 9.2 is a major release that includes new features and enhancements to existing functionality. Some of the key updates include improved security and compliance, enhanced reporting and analytics capabilities, and new tools for managing and automating business processes. Additionally, Release 23 includes a number of updates to the user interface, making it more intuitive and user-friendly.

Webinar 52

Webinar Transportation User Experience Consulting 52

West Monroe

JANUARY 18, 2023

Ringing the Wall Street opening and closing bell. Blowing out an extra candle on a birthday cake. An annual pilgrimage to a much-loved vacation destination. It’s not always necessary to discard traditions, whether personal or professional, just for the sake of something new. But when traditions become less about nostalgia or important symbolic gestures, and more about doing the same things in the same ways simply because that’s how it’s always been—well, that’s when

Banking 52

Banking Innovation 2022 Government 52

ReviewTrackers

JANUARY 18, 2023

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Information

Forrester's Customer Insights

JANUARY 18, 2023

Being a Forrester marketing operations analyst for 60+ days, my learning journey has been quite informative. Check out what I have discovered so far. From the view of an ex-marketing operations practitioner, I highlight what I would have done differently if I had access to the Forrester assets when I was a practitioner. This blog shares recommendations for marketing operation leaders.

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Blog Marketing Information B2B 26

Gainsight

JANUARY 18, 2023

At Gainsight, we’re FIRED UP to kick off 2023 with our quarterly product launch event, Evolve. . At our last Evolve event, we discussed how to leverage digital customer success strategies to proactively drive outcomes for users and durable growth for SaaS businesses. . This quarter, we have even more product enhancements that help companies streamline work and digitally scale customer engagement.

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2023 User Experience Events Customer Success 52

Forrester's Customer Insights

JANUARY 18, 2023

The External Attack Surface Management Landscape, Q1 2023 is now available! Forrester clients can view the report to dive deeper into the benefits of EASM and key functionalities to assess when selecting an EASM vendor. As Jess Burn and I finalized this report, we couldn’t help but think that organizations that are blind to what’s […].

Management 26

Management 2023 26

Forrester's Customer Insights

JANUARY 18, 2023

They say the most inopportune time to buy an umbrella is when it’s raining. That’s exactly what’s happening now to US utilities companies scrambling to procure a critical component required to beef up or repair power lines just as the US hurricane season arrives. At the heart of the headache, for the fourth year in […].

Management 26

Management 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