GetFeedback

JULY 6, 2020

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

Marketing 437

Marketing Management Customer Experience Customers 437

CSM Practice

JULY 6, 2020

Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.

2018 105

2018 Customer Success Customers Communication 105

GetFeedback

JULY 6, 2020

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments.

Metrics 509

Metrics Customer Experience Customers 509

CSM Practice

JULY 6, 2020

Providing customers’ value is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.

2018 80

2018 Customer Success Customers Communication 80

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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

NetBase

JULY 6, 2020

Brands are taking notice of the DIY trends that are experiencing explosive growth right now. Home improvement companies like Ikea, Home Depot and Lowe’s are actively sharing ideas online. This DIY trend is offering new ‘ins’ for retail brands to reach new segments. We’ll cover that, and more: Do it yourself retail recovery, as retailers everywhere take a DIY approach to rebuilding.

Retail 67

Retail Brands 2024 2020 67

Playvox

JULY 6, 2020

When scaling and streamlining your customer service teams, most companies first look at how to reduce areas such as First Response Time (FRT), First Contact Resolution (FCR) or Average Handle Time (AHT) among others.

Average Handle Time 63

Average Handle Time Customer Service Insights Customers 63

Think Customers

JULY 6, 2020

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be voice, chat or SMS messaging, digital-first mobile customer interactions are growing fast. Insights from FacebookIQ found that 65 percent of millennials and GenXers prefer to message rather than call or email, followed closely by 63 percent of Baby Boomers.

Brands 52

Brands E Commerce E-support Travel 52

Optimove

JULY 6, 2020

As the pandemic forced students out of school and into the digital world of education – online learning platforms are of more importance than ever. Providing positive student experiences increases student lifetime value and increases the likelihood that a student will recommend your platform to their family, friends, and colleagues. One way to provide great student experiences is to orchestrate all your student campaigns.

Marketing 52

Marketing Multi-Channel Download Communication 52

inmoment

JULY 6, 2020

The Coronavirus pandemic has left no industry unscathed, especially retail banking. As banking brands reel from everything from a reduction of in-branch business to the economic crunch at large, it’s imperative that they adapt to these and other challenges if they hope to emerge from this crisis in a strong position. As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questi

Banking 52

Banking Retail White Paper Financial 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

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

Sales 71

Sales Customer Success Connections Customer Base 71

NICE inContact

JULY 6, 2020

Watch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. Call center software is not easy. There are tons of little pieces and parts and lots of ways to build it today. For contact center software consider this.

Call Center 62

Call Center Contact Center Customer Experience Customers 62

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Forrester's Customer Insights

JULY 6, 2020

Digital customer experience has become a top-3 growing priority according to our recent COVID-19 Service Provider Pulse Survey. As companies look to deliver more personalized, engaging (and lower-cost!) experiences on their digital channels using assets like video or even 3D renderings, an increasing number have turned to digital asset management (DAM) to better manage the […].

Engagement 57

Engagement Management Customer Experience Customers 57

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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

Prophet

JULY 6, 2020

To respond to and, more importantly, anticipate consumer needs in this complex environment, smartphone providers need to rely on a comprehensive, integrated insights system that goes beyond simple CSAT (customer satisfaction) measurement. Asurion, one of the leaders in providing tech care and protection plans to major carriers and retailers, has partnered with its clients to […].

Insights 59

Insights Brands Retail Consulting 59

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

2020 52

2020 Brands Sports Hospitality 52

Topdown

JULY 6, 2020

The customer experience (CX) is one of the most valuable currencies around these days. An outstanding CX often leads to social media posts and word-of-mouth referrals. Delivering an exceptional CX has been found to actually boost revenues and increase profitability.

Brands 48

Brands Social Media Customer Experience Customers 48

Qualtrics

JULY 6, 2020

Something strange is going on out there. As companies reel from the effects of COVID-19, markets struggle to rebound, and nations are divided on how to respond, employee engagement is on the rise. In a Gallup study released at the end of May, the percentage of employees who are ‘actively disengaged’ was at a 10-year low and the ratio of highly-engaged to disengaged employees was at an all-time high.

Employee Experience 40

Employee Experience Presentation Feedback Communication 40

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

MyCustomer

JULY 6, 2020

Engagement What is empathy mapping and why is it so vital?

Engagement 70

Engagement 70

Forrester's Customer Insights

JULY 6, 2020

Walmart Takes The Lead In The Race To Fix Healthcare With New Health Supercenters As healthcare clinics start to reopen, many patients continue to put off necessary care. For some, cost is a major barrier to care. While the hurdle is not new, rising unemployment and financial uncertainty make it harder, if not impossible, to overcome. At the same time, providers also face a dire financial situation.

Healthcare 36

Healthcare Marketing Financial B2C 36

MyCustomer

JULY 6, 2020

Engagement What is empathy mapping and why is it so vital?

Engagement 69

Engagement 69

GetFeedback

JULY 6, 2020

How to collect customer feedback and take action to improve the user experience of your website.

Feedback 195

Feedback User Experience Customers Article 195

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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

Cyara

JULY 6, 2020

Testing what you’ve developed before the big, red “go live” button is pressed isn’t a new concept. It’s been a crucial part of software development for a long time, and a practice that development teams employ everywhere. When and how often that pre-deployment testing should occur is a more recent topic of discussion, with the “shift-left” label and plenty of proof points to back up its benefits.

Management 128

Management 128

Steve DiGioia

JULY 6, 2020

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor? Remember when your mom said, “ I don’t care that Jimmy isn’t wearing a coat. You’re not going out without one” ? Remember when Jordache Jeans were the big fashion wear in the ’70s and early ’80s?

Fashion 110

Fashion 110

Team Support

JULY 6, 2020

Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Let’s start with Part 1: Using a B2B help desk ticketing system powered by advanced technologies to resolve more tickets, shorten issue resolution time, and leave your inbox for email, n

B2B 104

B2B E-support Blog Management 104

IntouchInsight

JULY 6, 2020

We are so proud of the work our clients are doing in there communities and want to try and share these positive stories. Follow #ExperiencesThatMatter on social media to keep up to date. Here is our latest round-up to catch you up.

Social Media 76

Social Media 76

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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