Forrester's Customer Insights

APRIL 12, 2023

Find recommendations for how to best prioritize journeys and discover our Customer Journey Prioritization Tool for doing the prioritization work.

Customer Journey 26

Customer Journey Customers Customer Experience Management Customer Experience 26

One Millimeter Mindset

APRIL 12, 2023

How do you rate your ability to professionally translate what your team delivers to clients? In my consulting, mentoring and speaking collaborations, I ask professionals like you to define what their desired outcome looks like from our mutual experience. Often, I hear phrases like: “ I want you to take my business to the next level,” or “I want you to help me fast-track my career.

Consulting 77

Consulting Leadership Innovation Advertising 77

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? I advocate for immediate action in this space. Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Team Support

APRIL 12, 2023

Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.

Management 98

Management Document Download Customers 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

dscout People Nerds

APRIL 12, 2023

Having invested stakeholders can make or break all of your work. How do you cultivate great relationships for many projects to come? We conducted a study to find out.

Engagement 87

Engagement 87

SurveySparrow

APRIL 12, 2023

Have you ever wondered how your patients perceive the quality of care you provide? Do they feel comfortable, safe, and heard during their visits? Are they satisfied with the level of care they receive? As a healthcare provider, these are questions that you may ask yourself often. The truth is, you can never truly know the answers until you ask your patients directly.

Feedback 52

Feedback Healthcare Multi-Channel Hospitality 52

Feedbackly

APRIL 12, 2023

Join our webinar with Zendesk to learn how companies can build stronger customer relationships and drive growth with the help of customer emotion data! Date: Wednesday, May 3 Time: 12 PM BST (UTC +1) / 2 PM EEST (UTC +3 ) Running time: 45 min >> Save your free seat here The power of emotions can’t be denied. A study by Harvard shows that 95% of purchase decisions are emotional.

Webinar 52

Webinar Measurement Government Feedback 52

Brad Cleveland Blog

APRIL 12, 2023

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring considerable value. In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland.

Technology 48

Technology Contact Center Call Center Customer Relationships 48

Gainsight

APRIL 12, 2023

Tulips. Bicycles. Van Gogh. There’s a lot to love about Amsterdam, including … Pulse Europe 2023. Pulse Europe 2023 Lands in Amsterdam Over the years, Pulse Europe has become more than EMEA’s premier conference for the customer success (CS) community. With events across the globe connecting CS, Product, and Community professionals from all walks of life, Pulse Europe has become a home for innovation, education, and Human-First connections.

2023 52

2023 2022 Events Customer Success 52

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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

Merkle

APRIL 12, 2023

Businesses are constantly looking for ways to stand out and engage with their target audience. One of the tools in question to achieve this differentiation is language generation. If you’re new to the language generation conversation, let’s start with a short overview.

Marketing 52

Marketing Engagement 52

Gainsight

APRIL 12, 2023

This article was originally published on SaaStr “I never make the same mistake twice. I make it 5 or 6 times, just to be sure.” – Random quote I found on the Internet If that doesn’t describe the CEO experience, I don’t know what does. In February 2023, I hit my 10-year anniversary (or “Gainaversary,” as we say) of running Gainsight. After receiving my gold watch and Silicon Valley AARP card, I had a chance to reflect on a decade of community-building, cheesy music videos, and #CustomerSu

2014 52

2014 Chief Customer Officer Sales 2013 52

Knowmax

APRIL 12, 2023

The post Improving Customer Service Information Accessibility With Knowledge Management appeared first on Knowmax.

Information 52

Information Customer Service Management Customers 52

Brad Cleveland Blog

APRIL 12, 2023

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring considerable value. In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland.

Technology 26

Technology Contact Center Call Center Customer Relationships 26

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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

SmartKarrot

APRIL 12, 2023

Role: Customer Success Manager Location: NAMER, Canada (Remote) Organization: Appvance As a Customer Success Manager, you’ll oversee onboarding, revenue retention, growth, and adoption in order to ensure the complete success of Appvance’s clients. Help Appvance lay the groundwork for customer success by: You joined our team early and will play a key role in defining our momentum.

Customer Success 19

Customer Success Seminar Document Customers 19

Cyara

APRIL 12, 2023

Today is the future! Or it certainly seems that way, with all the buzz and advancements in machine learning, neural networks, natural language programming, and other disciplines within artificial intelligence. We humans are now no longer the only “beings” on planet earth to use and understand spoken language.

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The DiJulius Group

APRIL 12, 2023

Capturing an audience’s attention can be tricky, particularly in a corporate setting. If you can master the art of storytelling, delivering your message becomes more enjoyable for everyone. If you’re a fan of movies or TV shows, you’ll recognize good storytelling as soon as you hear it. They’re captivating. In a corporate setting, as a. Read Full Article The post 114: How Leaders Can Be Better Storytellers appeared first on The DiJulius Group.

Article 67

Article 67

SmartKarrot

APRIL 12, 2023

Role: Customer Success Manager Location: NAMER, Canada (Remote) Organization: Appvance As a Customer Success Manager, you’ll oversee onboarding, revenue retention, growth, and adoption in order to ensure the complete success of Appvance’s clients. Help Appvance lay the groundwork for customer success by: You joined our team early and will play a key role in defining our momentum.

Customer Success 15

Customer Success Seminar Document Customers 15

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

Keatext

APRIL 12, 2023

The post How to Illuminate Blind Spots at Your Contact Center appeared first on Keatext.

Contact Center 95

Contact Center NPS 95

Lithium

APRIL 12, 2023

Recently, CheckMates introduced banners aimed at encouraging our community users to log in or register. This fairly simple idea has already proved successful, so I thought it could be helpful to others. In thinking about this, it was just one stop on a much longer journey. So first, a little history. Check Point was a Jive customer, but there wasn’t any actual formal program before the CheckMates community program started in 2017.

2019 52

2019 2015 2017 Metrics 52

Forrester's Customer Insights

APRIL 12, 2023

Pity our friend ChatGPT — he is misunderstood and destined to disappoint every C-suite executive who sees him as a magic force that eliminates the need for human agents in their contact center. He is a powerful fellow that will have an outsized impact on the contact center, but not yet and not on his own.

Contact Center 9

Contact Center Customers Customer Experience 9

Brandwatch CX

APRIL 12, 2023

Insights 69

Insights 69

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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.

Information

Comm100

APRIL 12, 2023

Accessibility is critical in healthcare. Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In the US, the CDC follows the Disability Inclusion in Programs & Activities toolkit. In December 2022, Health Canada published its first Accessibility Plan. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication.

Healthcare 83

Healthcare Communication 2016 2022 83

Brandwatch CX

APRIL 12, 2023

Insights 65

Insights 65

BirdEye

APRIL 12, 2023

In today’s fast-paced business world, building and maintaining strong customer relationships is crucial for success. That’s where Customer Relationship Management (CRM) comes in. CRM software helps drive sales growth by helping the business manage customer relationships, build customer loyalty, and enhance the overall brand image. With the ability to store and manage customer information, automate processes, and provide personalized experiences, CRM technology is essential for any co

Customer Relationship Management 52

Customer Relationship Management Customer Relationships Social Media Sales 52

IntouchInsight

APRIL 12, 2023

At Intouch Insight we are constantly revamping our software to make it as powerful as possible. This month, we added new features to the Intouch Insight Platform and IntouchCheck™.

Insights 23

Insights 23

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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