Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

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One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? (And nowhere near to whatever has been normal.). Consider that retaining yesterday’s clients just may not be the primary focus of this strategy, either. Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions.

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Cyara

NOVEMBER 12, 2020

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays.

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NICE inContact

NOVEMBER 12, 2020

One tool that helps businesses know their customers better, anticipate their needs, and proactively address emerging issues is interaction analytics. A recent Aberdeen report stated that 59% of companies rate Augmented Analytics as critical or very important in the COVID-19 environment. Additionally, the study found that investments in analytics correlate to strong business outcomes.

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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

Forrester's Customer Insights

NOVEMBER 12, 2020

This holiday season, maintaining (and tapping into) your customers’ loyalty has never been more critical. As you plan for holiday shopping – and the inevitable returns that will follow in January – loyalty marketers must: Show, not tell. It’s a stressful time under normal circumstances, but now we’re living in a year-long anxiety attack for […].

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Education Services Group

NOVEMBER 12, 2020

When I joined the ESG team earlier this year, I was excited, to say the least. I entered Customer Success with a unique perspective, bringing a sales and renewal background to the table. I was eager to help Customer Success as a Service spread like wildfire! But, before I could do that responsibly, I had a lot to learn about the world of Customer Success.

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MyCustomer

NOVEMBER 12, 2020

Engagement What should be the priorities for restarting CX

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SurveySparrow

NOVEMBER 12, 2020

With rapid innovation in workplace software, everything we do at work is managed by external tools. We use Slack for work chats, Gmail for emails and now Zoom for meetings. There has never been a better time to develop software that helps people work. But there is a problem. With an increase in external tools, company identity no longer shows up actively in their employees’ workflow.

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The DiJulius Group

NOVEMBER 12, 2020

It’s week 3 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: Jesse Itzler Jesse Itzler is the co-founder of Marquis Jet and co-owner of the Atlanta. Read Full Article.

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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

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dscout People Nerds

NOVEMBER 12, 2020

Need an exciting way to engage your team and generate innovative product ideas? Run an ideation workshop. .

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Forrester's Customer Insights

NOVEMBER 12, 2020

Europe has lost the battle for the digital consumer. We, European consumers, discover the Web via Google and use Chrome or web browsers from US firms. We, European consumers, access mobile and apps through Google and Apple on our Asian smartphones or on iPhones. We, European consumers, spend a massive amount of time interacting socially […].

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Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. Hear the full interview. See the full transcript.

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Ecrion

NOVEMBER 12, 2020

1. Document Automation for Handling of Records | 2. Ecrion Improves Patient Communication | 3. Patient Charts Filled Out Easily |. 4. AI in Digital Transformation | 5. On-Demand Services for Patients. The healthcare industry was valued at close to $9 trillion in recent years. Both in light of COVID-19 and societal changes as a whole, it’s clear that this is an industry on the rise.

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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

dscout People Nerds

NOVEMBER 12, 2020

Avoid dreaded silences and one-word answers. Here are 14 tactics for turning an unengaged participant into one who leaves a positive impact. .

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Zeisler Consulting

NOVEMBER 12, 2020

In this, the second installment of a five-part series on the Principles of Good CX (Intro here , and Part One here ), I’ll present the principle of Communication. It’s pretty obvious that this is important, but that makes it even more surprising that so many organizations get it so wrong. I recently spent literally two weeks waiting to hear back from my insurance company on a property claim.

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SmartKarrot

NOVEMBER 12, 2020

Most of the businesses have multiple sources of revenue that they generate. Few of the revenues come from their core services and products and are called operational revenue. Other revenues are called non-operational revenues that come from sources like interest or dividends. But out of all the revenues, the most common and primary source of revenue is the customer revenue.

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CSM Magazine

NOVEMBER 12, 2020

Managing a team isn’t always easy. There are many plates which need spinning and if one slightly goes off balance, they can all fall. But there are some simple ways you can use smart technology to help you manage your team in the best and most efficient way. Here, we are going to take a look at how you can put this tech to use. Digital time tracking.

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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

Maru Group

NOVEMBER 12, 2020

We can all agree that 2020 couldn’t be over soon enough, but one area that has delivered some much-needed comfort during this punishing year has been the abundance of new subscription-based streaming platforms during the COVID-19 crisis. With a bunch of newly launched services like HBO Max, Quibi, Peacock, and Disney+, major media and tech companies have seen an opportunity to sooth the masses by providing access to more content right when we need it the most.

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SmartKarrot

NOVEMBER 12, 2020

Role: Vice President of Customer Success Location: Remote, United States Organization: OODA Health As a Vice President of Customer Success, you will be responsible for delivering on customer success goals, such as renewals, through individual / direct efforts, and managing a team. Create a customer success plan, including the necessary infrastructure to manage a scaled and effective customer success organization.

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Forrester's Customer Insights

NOVEMBER 12, 2020

Today Paul Miller, Tracy Woo, and I released our report that examines the market impact of the GAIA-X project. France and Germany announced an initiative in 2019, which was formalized as the GAIA-X Foundation in early October 2020. For our report, we spoke with several of the GAIA-X founders and studied its potential impact for […].

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dscout People Nerds

NOVEMBER 12, 2020

Here’s a handy overview of a key qualitative research analysis methodology (and some next steps for those hoping to dive deeper).

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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

XMplify

NOVEMBER 12, 2020

On the 4th November I took part in the most recent of Genesys’ CX Strategy Forums, hosted by Martin Hill-Wilson and Genesys’ Rik McCrossan.

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Qualtrics

NOVEMBER 12, 2020

Get the right results from your survey by finding the right survey respondents to provide confidence in your data The challenge of finding survey respondents. Getting the right survey participants is critical to the success of your survey, but it's also hard to do. Minimize the risk of not getting the right participants first time, even though you have a well-designed research project from the start.

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Call Experts

NOVEMBER 12, 2020

Thanksgiving, Black Friday, Cyber Monday, and winter holidays are coming! It’s official; you are entering the 2020 holiday season. Businesses don’t want to lose sales or brand reputation during the holiday season. If you’re actively engaging in workforce management practices, you should be prepared for these shifts. A rush in inquiries, sales, and customer support needs can make or break your holiday season!

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Optimove

NOVEMBER 12, 2020

The post 5 Tips to Build Your Martech Roadmap for 2021 appeared first on Optimove.

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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