Experience Investigators by 360Connext
AUGUST 4, 2020
Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Often these goals are focused on updating and improving existing customer experience policies, but sometimes I get to work with clients on an enormous goal: Redesigning their customer experience from the ground up.
One Millimeter Mindset
AUGUST 4, 2020
By now you probably have pandemic stories to tell. Most likely due to the ubiquitous impact of the current health scenario on how we work (and where, when, why, if). How has the pandemic fueled not only your own professional delivery of client-focused solutions? But also your teams’ and your organizations’, as you better serve each other and your clients?
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Advantage Communications
AUGUST 4, 2020
When you think of superior customer experiences and world-class customer service, the first thing that comes to mind for most is consumer-facing technologies. While you’re not wrong to think that, the real heart of successful customer service is the backend digital infrastructure behind it.
NetBase
AUGUST 4, 2020
Sometimes the next big thing for a brand is found in the places where there is a small amount of buzz, but not enough to make it immediately identifiable. Having the right social analytics can show you how to spot white space and what to do with it! Sometimes all you need are the right questions. And with proper social listening you can discover a whole new world of opportunity.
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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.
C3Centricity
AUGUST 4, 2020
The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Many companies are and the pandemic has brought them into the spotlight.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
AUGUST 4, 2020
Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries. Coronavirus has been a catalyst for change, not least in the contact centre world. Long-standing debates about rising customer expectations, the merits of flexible working and whether to stay on-premise or move to the cloud have come to a head.
Oracle
AUGUST 4, 2020
According to the research study completed by Oracle in partnership with Jeanne Bliss, “ One Size Doesn’t Fit All ,” 60% of consumers want to interact with a human when they reach out to customer service. Speaking to a customer service representative offers human interaction, helps resolve the customer’s issue, and provides a good customer experience.
inmoment
AUGUST 4, 2020
At face value, pitching an experience program internally may sound like a no-brainer. Experience programs enable B2B brands to listen to clients, gather intelligence from employees, and attain a holistic understanding of where they fit in the marketplace. Who doesn’t want that? Well, as any customer experience (CX) practitioner knows, it’s not that simple.
ChurnZero
AUGUST 4, 2020
ChurnZero Named International Software Awards Program Finalist. ChurnZero is a finalist in the 2020 SaaS Awards Program in the Best SaaS for Customer Services or CRM category. . Now in it’s fifth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide including US, Canada, Australia, Asia, EMEA, and UK. .
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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
Martin Hill-Wilson
AUGUST 4, 2020
The Story So Far. COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, customers and employees found themselves displaced from any familiar lifestyle. Now forced to cope with the logistical, cognitive and emotive impact of lockdown. However, the resilience of the human spirit is such that opportunity knocks whenever the status quo is disrupted.
kommunicate
AUGUST 4, 2020
Live chat is faster and the best way for your customers to talk to you. Live chat provides a far better experience than the contact forms or communicating through emails. The advantages of live chat include proactive outreach, increased sales, faster problem resolution, and improve customer service. In this post, we are going to see [.]. The post How to Add Live Chat to Your Joomla Website appeared first on Kommunicate Blog.
Grade.us
AUGUST 4, 2020
Reading Time: 13 minutes. When it comes to the restaurant industry, where do Zomato reviews appear in importance? Can restaurants use review management to boost their traffic with this essential review site? Restaurant traffic is down. And it’s continuing to fall. Research from Black Box Intelligence shows consumer foot traffic has been steadily declining for some time.
Forrester's Customer Insights
AUGUST 4, 2020
B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this, but is ineffective without a solid strategy and set of customer experience goals.
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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,
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Alida
AUGUST 4, 2020
A Q&A with Crystal Miceli, Vice President of Products. Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?
ppt solutions
AUGUST 4, 2020
TULSA, OKLAHOMA, August 4, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the addition of Kim Massey as Vice President of Enterprise Solutions. A seasoned business development and client solutions veteran, her appointment will further. The post PPT Solutions Announces Kim Massey as Vice President of Enterprise Solutions appeared first on PPT Solutions.
GetFeedback
AUGUST 4, 2020
How to leverage employee surveys to improve EX during this pandemic.
Alida
AUGUST 4, 2020
A Q&A with Crystal Miceli, Vice President of Products. Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?
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.
GetFeedback
AUGUST 4, 2020
Learn everything you need to know about capturing in-app feedback with our guide.
ShepHyken
AUGUST 4, 2020
Closing the Empathy Gap in CX. How to Balance Technology with the Human-to-Human Customer Connection. Shep Hyken interviews Andy MacMillan , CEO of UserTesting. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. Top Takeaways: Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensure that their customers are having a good experience with their produc
Calabrio
AUGUST 4, 2020
Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand.
Cyara
AUGUST 4, 2020
As an Engineering Manager with responsibilities of development, testing, and execution of contact center applications, I can tell you that my organization has long been seeking ways to add efficiency, enhance performance, and reduce effort. Essentially, we have been exploring processes and products to help us become more agile, synchronized, and efficient in how we go about delivering high quality customer experience.
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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.
Vanilla Forums
AUGUST 4, 2020
A good content strategy can give your online community forum a huge boost and help turn it from an inactive, unengaged community to a thriving and vibrant one. A good content strategy will be carefully planned, well researched and implemented immaculately.
BlueVenn
AUGUST 4, 2020
BlueLlull. BlueLeibniz. BlueEuler. If our name had been inspired by anyone else, BlueVenn just wouldn’t be the same. Sure, John Venn may not have been the first to use schematic diagrams to represent set collections and all their possible logical relations, but he was the first to popularize them.
Think Customers
AUGUST 4, 2020
At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s new reality? And what lessons have they learned as they move forward? Pete Hayes, CMO and principal at the consulting firm Chief Outsiders , shared insights from a recent survey his company conducted with more than 170 chief executives from mid-market companies across retail, technology, construction, healthcare and
XMplify
AUGUST 4, 2020
We all know that the world has changed as a result of coronavirus, and the needs and expectations of customers have changed too. In this 'new strange' reality, banks are going to have to step up their game in delivering.
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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.
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