Ecrion

JULY 14, 2020

These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. The good news is we live in an age of futuristic customer service technology. Tools like video communication, artificial intelligence, and self-service portals can help you to provide an amazing experience to your customers.

Communication 92

Communication Technology Customer Service Social Media 92

TechSee

JULY 14, 2020

Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down. A tier one agent gathers the requisite information: model number and nature of the problem. Basic troubleshooting scripts are followed: power off, reboot, check error messages.

Contact Center 109

Contact Center Reference Insurance Interaction 109

Strikedeck

JULY 14, 2020

Vincent Manlapaz, in an interview with Alicja Heyduk talks about the most important steps in mapping and designing a customer success journey.

Customer Success 52

Customer Success Customers Customer Engagement Engagement 52

Experience Investigators by 360Connext

JULY 14, 2020

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to discuss how we could all prepare ourselves and to answer your customer experience questions. It consisted of a short presentation from me, followed by an ‘Ask Me Anything’ Q&A in which I took questions from the audience.

Customer Experience 143

Customer Experience Webinar 2020 Presentation 143

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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

ShepHyken

JULY 14, 2020

Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. Top Takeaways: Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly.

Financial 125

Financial Events Customer Service Interaction 125

Team Support

JULY 14, 2020

Break down silos and build up communication among teams. In today’s hyperconnected world of business, it’s hard to believe that silos still exist between departments. Sadly, they do. But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship.

B2B 59

B2B Customer Service Representative Sales Communication 59

Influitive

JULY 14, 2020

Customer advocacy has come a long way since its inception. Today, the most fervent supporters of customer advocacy report an uptick in both customer loyalty and customer engagement, and a stronger sense of community among their customers. But creating and launching a strong advocacy program can’t be done overnight. A successful program requires a dedicated […].

Loyalty 59

Loyalty Customer Engagement Customers Engagement 59

CSM Magazine

JULY 14, 2020

As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments. According to UK Finance, card payments accounted for half (51%) of all payments in the UK in 2019 while consumer use of credit cards rose by 7% to 3.3 billion payments over the same period.

E Commerce 52

E Commerce 2004 Customer Confidence 2019 52

Vanilla Forums

JULY 14, 2020

Artificial Intelligence (AI) is not exactly a new concept. The field of studies that created the technology to make AI possible was founded in 1956. There are plenty of counter-arguments regarding AI, especially when it comes to implementing such technology in fields where flexibility and agility are imperative. One of those fields and areas where a business can see the real benefit of implementing AI options would be the customer service field.

Customer Service 71

Customer Service Technology Customers 71

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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

NICE inContact

JULY 14, 2020

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger. This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark.

Customer Experience 62

Customer Experience 2019 Consumers Customers 62

Doing CX Right

JULY 14, 2020

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees and leaders with CX skills are in great demand. While on the job training and reading books provide great learnings, getting CX certified from a formal university program can accelerate your career. It did for me and that’s why I recommend you do the same.

Seminar 52

Seminar Social Media Insurance Government 52

NICE inContact

JULY 14, 2020

AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time. Voice authentication automatically verifies customers and fraud is reduced in a more streamlined and reliable way, eliminating typical time-consuming KBA interrogation for faster service and a better experience.

Contact Center 63

Contact Center Consumers Customers Insights 63

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

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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

Qualtrics

JULY 14, 2020

We all have insights — and right now many organizations have more than they ever had before. Find out how to go one step further and use them to drive real change and take action to improve the experience for customers and employees. The way we work has changed forever. Digital transformation has accelerated at an unprecedented pace, workplaces and working practices have changed beyond recognition in 3 short months, and customer needs have radically changed.

Insights 26

Insights Feedback Demo Brands 26

Talkdesk

JULY 14, 2020

Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan. In our first three pieces, we discussed the massive quantum shift brought on by the COVID-19 pandemic, and how CX leaders can adapt their contact center strategies to continue delivering excellent experiences while weathering the pandemic. In this piece we’ll discuss how CX leaders can Reform these strategies, and modify them to address a post-pandemic world.

Contact Center 106

Contact Center 2020 Consumers 106

kommunicate

JULY 14, 2020

Chatbots are very important in the field of Customer Support, Online Marketing, and eCommerce, etc. Implementing the chatbot technology at the early stage will give you a significant benefit over other competitors. The purpose of chatbots is to support and scale business along with maintaining good customer relationships. And nowadays, given the penetration of social [.].

Connections 97

Connections Customer Relationships Blog Technology 97

NetBase

JULY 14, 2020

Understanding the consumer and market landscape has always been important. But, as ecommerce and mcommerce opportunities explode, the increasing importance of competitive intelligence cannot be denied. Knowing not just your obvious competitors, but also those who might not stand out is crucial. Equal to this is understanding your consumers – both yours and those of your competitors.

Consumers 94

Consumers Fashion Events Brands 94

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

Customercount

JULY 14, 2020

Social listening including review sites keeps every part of the marketing machine on the right path and there are some great tools to automate the process. The post The importance of social listening on review sites appeared first on CustomerCount.

Marketing 86

Marketing Feedback Insights Management 86

SmartKarrot

JULY 14, 2020

Source. For any business to grow their revenue, it is important to retain customers for a longer time. We already know that an engaged customer is more likely to stay longer in a business. A customer can stay engaged to your brand through one product they use. But how about enlarging their engagement factor to say 2x, 3x or even more? That’s where SaaS cross-selling comes into picture.

Customer Journey 10

Customer Journey Sales Consulting Presentation 10

Forrester's Customer Insights

JULY 14, 2020

During the current COVID-19 crisis working from home is a business necessity and no longer just a nice to have. In a normal year, only 5% of information workers primarily work from home, but since March 2020 47% of respondents say their organization has transitioned at least half of their workforce to remote work.[1] It […].

Management 65

Management 2020 Information Employee Experience 65

kommunicate

JULY 14, 2020

“Always focus on the closing”, a piece of advice every salesperson has received, whether she/he has worked for a day or for a decade in the domain. But this advice often fails to explain the funnel’s meaning and its journey. We just can’t always focus on the outcome, the approach also plays a great role [.]. The post How To Build a Strong Sales Pipeline appeared first on Kommunicate Blog.

Sales 52

Sales Blog 52

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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

SmartKarrot

JULY 14, 2020

Role: Customer Success Manager Location: Newyork, US Organization: Upfluence As a Customer Success Manager, you will partner with the customers to translate their business objectives into ROI. You will be their main point of contact throughout the customer journey and will make sure their desired outcome materialises. Identify upsell opportunities to maximise customer growth.

Customer Success 10

Customer Success Insurance Customer Satisfaction ROI 10

Forrester's Customer Insights

JULY 14, 2020

Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Luis and his team made incredible progress, resulting in 2.5–3x higher response rates! In some functions in certain countries, response rates even increased by 8x. Luis generously agreed to […].

Customers 58

Customers 58

SmartKarrot

JULY 14, 2020

The B2B Tech world is booming with SaaS business models. Statistics claim that about 50% of the enterprises run their operations by depending on a SaaS platform, of which 38% work exclusively on the SaaS module. As the applications run mostly in the cloud, they are often accessible both via a desktop version r with a web interface. Let us dive right into this article and explore the world of SaaS and its facets deeply.

B2B 10

B2B E Commerce Metrics Entertainment 10

Forrester's Customer Insights

JULY 14, 2020

As I work on updating Forrester’s tech market forecasts for the US and the world, I have been struck by the disconnect between how I see the software market outlook and how vendors and investors see it. In my forecast work on the tech market over the past two decades, I have found a generally […].

Marketing 43

Marketing Insights Management Customers 43

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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