TechSee
MAY 4, 2021
The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services.
BirdEye
MAY 4, 2021
Technological advances have enabled quick and seamless experiences for consumers across different industries. eCommerce sites offer 1-click shopping and same-day delivery. Ride-hailing apps allow users to find reliable transport with just the click of a button. It’s an age of quick and seamless experiences all around — with one exception: healthcare.
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Upstream Works
MAY 4, 2021
What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact. Give your customers all that and more with Upstream Works for Amazon.
Russel Lolacher
MAY 4, 2021
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” But what does that even mean? As Merriam-Webster Dictionary states it: leg·?a·?cy | ?
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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.
Conversocial
MAY 4, 2021
Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
One Millimeter Mindset
MAY 4, 2021
Rate your problem solving acumen, on a 1-5 scale. Is it lousy, mediocre, meh, good, or great? For starters, are you satisfied, fulfilled, enthusiastic, and proud of how you solve problems? Next, how satisfied, fulfilled, enthusiastic, and proud is your team of your contributions to how they collectively solve problems? Finally, what do you clients feel about team process and deliverables?
The DiJulius Group
MAY 4, 2021
As most of the world is seeing light at the end of this long dark pandemic tunnel, the businesses that survived it want to know one thing: how bright is that light? Will post-pandemic times be fueled by an economic boom? The answer to that depends on who you ask. The prognosticators do not all. Read Full Article. The post How to Deliver an Incredible Customer Experience to Capitalize on Revenge Spending appeared first on The DiJulius Group.
Advantage Communications
MAY 4, 2021
As we move through 2021, two of the most exciting shopping days are ahead of us - Black Friday and Cyber Monday. While it may seem a little early to start planning your customer service strategy just yet, trust us, you can never be too prepared for the huge surge in online demand that Black Friday brings. And 2021 is expected to be bigger than ever.
NICE inContact
MAY 4, 2021
In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation, business operation, and even customer retention, brands know all too well that the customer is the one part of the equation that can make or break their business at the drop of a hat.
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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
Zeisler Consulting
MAY 4, 2021
I was recently speaking with a friend who’s a Chief Customer Officer. She was in good spirits but nonetheless was lamenting a bit about her colleagues: “It’s like I feel I have to defend my existence sometimes,” she said. Oh, boy, have I been there. My career has included time within PMOs, BPM/BPI organizations, and of course CX. Some organizations approach these sorts of disciplines as nice-to-haves, often because it’s fashionable to put effort (or appear to do so) into these sorts of thin
Oracle
MAY 4, 2021
Oracle’s New Consumer study examined aggregated, internal consumer packaged goods (CPG) purchase data, representing $762 billion in annual consumer spending, in an attempt to learn how spending and consumption changed during the Covid-19 pandemic. The report studied consumer shopping behaviors across generations and found that last year, consumers gave in to guilty pleasures, shopped online more, and tried new brands at unprecedented rates.
Peter Lavers
MAY 4, 2021
I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity. Our panel will discuss their companies’ own customer experience and customer management strategies, what customer centricity means in a B2B environment, the mutual benefits, and how it might help us reorient our businesses to the emerging post-pandemic customer landscape.
Lithium
MAY 4, 2021
Hello, to all of our Atlas members! The event for digital leaders is back! This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences. Khoros Engage has it all – dynamic general sessions, thought-provoking breakout discussions, practical tips, and virtual networking.
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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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ViiBE Blog
MAY 4, 2021
Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. Key performance indicators (KPIs) like AHT , NPS and FCR are vital to measuring this performance.
CSM Magazine
MAY 4, 2021
The specialist contact centre provider Connect Assist has launched Sign Assist; UK’s first one-to-one signing service delivered by deaf native British Sign Language (BSL) users. This is to ensure that those Deaf people who use BSL as their first language can have direct conversations when calling for a service or to speak to an organisation. The outsourced contact centre has recruited a team of Deaf advisors, as well as a bi-lingual Team Leader to run the new department.
Sampson Lee
MAY 4, 2021
Let’s face the realities: 1. CEOs scarcely spare enough attention for CX initiatives. 2. CX budgets won’t be adequate as companies’ resources are limited. 3. VOC is usually disregarded and rarely converted into purposeful actions. You won’t be able to change the status quo with Conventional CX. But with Authentic CX you can. Let me […].
Magellan Solutions
MAY 4, 2021
What is outbound call center ? An outbound call center is a function that makes outgoing calls to: Customers. Prospects. Other businesses. It originates with a sales or support representative dialing a third party’s telephone number. . But an outbound call center can only fulfill its purpose when it’s efficient and effective. Must haves for an outgoing call center.
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.
SurveyGizmo
MAY 4, 2021
Survey of Customer Insights and CX Strategy Leaders Reveals That Despite Major CX Investments Only 24% Believe Customer Feedback is Effectively Addressed. LOUISVILLE, CO, May 4, 2021 – Alchemer, formerly SurveyGizmo, today announced the results of a new study conducted by Forrester Consulting to determine the effectiveness of Customer Experience (CX) and Voice of the Customer (VoC) programs.
CSM Magazine
MAY 4, 2021
Digital marketing is on a continuous rise. So are the customers’ expectations regarding the personalization of digital interactions aimed at their needs. Ninety-eight percent of marketing officials are now merging traditional marketing efforts with digital tactics to meet these expectations. These include online advertisements, social media marketing, and blogging, to name a few.
Forrester's Customer Insights
MAY 4, 2021
Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.
CSM Magazine
MAY 4, 2021
Every public-facing business needs a customer service support team, and every customer service support team needs a Customer Service Supervisor. . The role of a Customer Service Supervisor is to oversee a team of Customer Service Representatives (CSRs) who are tasked with the job of interfacing with the public, answering their questions, supplying detailed product information, handling complaints, and processing orders.
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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.
Forrester's Customer Insights
MAY 4, 2021
Let’s get straight to the point: There’s no quick fix for making your digital experiences accessible. That’s true even if your approach to accessibility is narrowly focused on being compliant with the Web Content Accessibility Guidelines (WCAG) and the laws in your region of the world. Many companies I speak with these days are tempted […].
MyCustomer
MAY 4, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 4th May 2021. By Neil Davey Managing editor.
Grade.us
MAY 4, 2021
Reading Time: 13 minutes. Last week, we had a fantastic webinar with Veronica and Ellie from our sister company, Traject’s social media management software Sendible. In our webinar, we shared a variety of really important social media tips for marketing your local business. Watch the full video replay below: . Here’s what we covered in this webinar: .
ShepHyken
MAY 4, 2021
Customer Service in the Feedback Economy. How to Leverage Customer Feedback to Provide the Best Service. Shep Hyken interviews Colson Hillier, Chief Marketing Officer of Alorica. They discuss how to leverage customer feedback to improve customer service. Top Takeaways: Companies spend billions of dollars building their brands, retail stores, and products.
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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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