Tue.Nov 23, 2021

Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping.

2021 372

How to Do Really Great Video Research


Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic.

2021 176

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Amazing Business Radio: Kiel Harkness

Shep Hyken

What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®.

2021 91

How Live Chat Improves the Digital Customer Experience


87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.

2021 82

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Why Vendors Should Put Security Postures Front and Center


As we head into 2022, the need for open-source data sharing is even more critical. There are thousands of SaaS-based businesses out there already, and more are being thought into existence every day.

2021 86

More Trending

When Should You Upgrade CS Software?


Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade?

2021 81

With my heartfelt gratitude this Thanksgiving

Bill Quiseng

Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving.

2021 78

Nov 23 – Customer Success Jobs


Role: Director of Customer Success Location: San Francisco Bay Area, US (On-site) Organization: Gorgias As a Director of Customer Success, you will create and execute scalable strategies to improve customer engagement, CSAT, product usage, and retention.

Tired of chasing past-due bills? Solutions to get paid faster


What could you accomplish if someone waved a magic wand and granted you an extra 56 hours to devote to your business? Sign up new customers, get more revenue or take that vacation to Hawaii you have been dreaming of.

2021 65

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Writing Your Own Customer Service Recipe Book

Help Scout

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional. Read the full article

Books 65

Insights on the Value of Conversational Automation


The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise.

What Customer Service Leaders Should be Prioritizing in 2022

Stella Connect

Throughout the past two years, the customer service team has grown in importance, with the C-suite recognizing just how integral customer service is to meeting shifting customer expectations, embracing the rapid pace of digital transformation, and, ultimately, achieving business success. .

2022 52

A Glimpse Into 2022: How Can Contact Centres Plan Ahead?

CSM Magazine

The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead.

2022 52

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

How Much Do 24/7 Answering Services Cost?

Magellan Solutions

How Much Reliable 24/7 Answering Services Cost. It’s no secret that quality 24/7 answering services can do so much for your business.

2021 52

4 Simple Strategies to Increase Customer Morale

CSM Magazine

Customers are the focal point of any business. After all, no business will ever be able to achieve their intended level of success if they don’t have happy customers to back the business up. The happier your customers are, the higher your level of customer loyalty is.

2021 56

The Creative INSIDE of SAP: Live Action Video Shows Presenters Best Demos

SAP Customer Experience

The future of work continues to evolve in practice and in conversation, crossing the divide from technology to productivity to office culture and back again. Recently, it’s even begun infiltrating the discussion on how we connect and map the customer journey.

Demo 68

Improving end-to-end customer experience with Clarivate: being prepared


In this series of blogs, Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, starting with being responsive.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

SAP Concur Fapiao Capture made a public appearance in 2021

SAP Customer Experience

Know Fapiao Capture in a nutshell Fapiao Capture is an add-on solution of SAP Concur, which is embedded in WeChat to help Chinese local customers to process legal receipts for travel expenses. Users can easily capture kinds of legal receipts through WeChat mini app and send to SAP Concur web.

2021 69

Optimizing patient-first clinical trials with advanced site intelligence [PODCAST]


Learnings from bringing clinical trial management in-house, and how to modernize your approach to patient-first trials with advanced data science, real-world data and other patient intelligence.

2021 52

Roundtable: How are CX leaders responding to the customer experience megatrends?


Engagement Roundtable: How to respond to the CX megatrends

The Great Resignation, Increased Regulations and a Simple Equation for More Efficient, Compliant Collections


The pressure on contact centers to drive higher liquidation rates for accounts receivables while keeping costs under control continues unabated.

2021 62

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

An Ultimate Guide to Customer Loyalty


Faced with the ever-growing offer of products and services, customers are increasingly volatile. Indeed, with a few clicks, a customer can decide to buy a product from another company. For this reason, the issue of customer loyalty turns out to be unavoidable.

Rule-Based Automation Is Out: Intelligent Automation Is In!


Automation in businesses entails optimization. It has cemented its place in the business sector a while back, and now with technological innovation happening at a breath-taking pace, it is taking a step even further. Enter, intelligent automation.

2021 52

Top customer success software in the year 2022


The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them.

2022 52

Find out why more than 10,000 users have chosen to join SAP Enterprise Support value maps

SAP Customer Experience

The need to grow employees’ skills was already there. But the need to have that done remotely is more in demand now than ever. To succeed in today’s rapidly changing and competitive environment, businesses must build a rich culture of transparency and learning – so people can feel appreciated, empowered, SAP S/4HANA #esacademy #esvaluemaps #SAP Enterprise Support Value Maps Customer Experience Digital Transformation SAP Analytics Cloud SAP SuccessFactors HXM Suite Support Services

2021 52

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!