Tue.Oct 27, 2020

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Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time.

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5 Common Digital Transformation Mistakes and How to Avoid Them

Kustomer

You’ve no doubt heard of digital transformation before. Maybe the term has been batted around the boardroom, maybe you already have a strategy in place, or maybe you’ve skipped over it, deciding it wasn’t necessary for your business. Digital transformation is more important now than ever before. Smart technology is allowing people to work remotely , and the future of healthcare has embraced telemedicine.

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Are UnDiscovered Conversations The Key to Client Retention?

One Millimeter Mindset

What happens when you are open to undiscovered conversations? Instead of relying on scripted client conversations to guide your discussions with clients. These memorable conversations arise spontaneously. A dynamic dialogue begins. You both feel your brains expanding as you connect to, and become interconnected with, the other individual. As you begin your dialogue, you and your client start the conversation you are supposed to be having with each other.

Workshop 117
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Why Companies Have a Social Responsibility to Fight the Loneliness Epidemic

Hallmark Business Connections

* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Initiatives that directly impact mental health and wellbeing also make good business sense. Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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The Ultimate Guide to Implementing a Successful Customer Service Program (Part 2)

Advantage Communications

As we discussed in the first part of this blog, The Ultimate Guide to Implementing a Successful Customer Service Program (Part 1) , a customer service program is the foundation of any successful business.

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TSIA Interact: Key Takeaways

Education Services Group

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum.

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Calabrio Unveils New Platform for a New Era of Workforce and Customer Engagement

CSM Magazine

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility and engagement demands of the modern contact centre in the new era of work and customer experience.

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5 Common Digital Transformation Mistakes and How to Avoid Them

Kustomer

You’ve no doubt heard of digital transformation before. Maybe the term has been batted around the boardroom, maybe you already have a strategy in place, or maybe you’ve skipped over it, deciding it wasn’t necessary for your business. Digital transformation is more important now than ever before. Smart technology is allowing people to work remotely , and the future of healthcare has embraced telemedicine.

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Creating a realistic future by overcoming the current challenges

Strikedeck

Vincent Manlapaz, in an interview with Jackie Golden, shares her thoughts on how companies should plan the future while managing current business challenges and its subsequent impact on experience and customer success.

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The 2023 Verint Experience Index: Retail

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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9 considerations for outsourcing your healthcare call center

Talkdesk

Health insurance plans and payers are often under additional stress during the open enrollment period. It’s among the most critical times of the year, when healthcare call centers are flooded with consumers inquiring about plan options or needing additional assistance. One way many healthcare organizations manage this greater call volume is to significantly increase their temporary agent workforce during and immediately after open enrollment.

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The six traps that mean customer journey mapping could be a mistake

MyCustomer

Engagement Do these traps mean journey mapping is a mistake?

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Everything You Need to Know About the Oracle Cloud CX Virtual Summit on November 9 featuring Larry Ellison

Oracle

Mark your calendars! Larry Ellison is joining the Oracle Cloud CX Virtual Summit on Monday, November 9 at 12:00p.m. PT to talk about the future of CX. This virtual event is free to attend, with planned content including insights from Oracle Chairman and CTO, Larry Ellison, and other industry leaders on maximizing the value of every customer interaction by harnessing data to deliver the right message to the right customer at the right time.

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CX Leader of the Year 2020: Six highly commended applicants revealed!

MyCustomer

Engagement CXLOTY 2020: 6 highly commended entrants revealed!

2020 109
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Reinventing the Holidays: Halloween

Maru Group

We’re pleased to share with you the first in the 2020 series of Reinventing the Holidays, a miniseries of Matchbox On Demand audiocasts produced by Erica Ruyle, SVP of Qualitative Insights at Maru/Matchbox. This project centers on a central question of this quarter, for consumers and brands alike: what does the 2020 holiday season hold? With so many risks, and so many parts of our lives transformed by COVID-19, how can we still make this time of year special?

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4 steps to calculating the ROI on customer experience intelligence

MyCustomer

Download this Whitepaper. Lead goal. 217. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Download Calabrio's new whitepaper to discover four key steps for building and executing an effective CX ROI strategy.

ROI 52
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eTail Nordic Panel: Impact Of The Pandemic On Nordic Retailers

Forrester's Customer Insights

Last week, I had the pleasure of moderating a panel session at the eTail Nordic virtual event. Our discussion was focused on different retailers’ experiences of the pandemic and how it has impacted their business operations and strategic objectives. Joining me in this discussion were executives from Apoteket (a pharmacy and general retailer, similar to […].

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The six customer journey mapping traps that await you - and how orchestration can help

MyCustomer

Engagement The 6 journey mapping traps that await you.

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The Open CCaaS Advantage Report

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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Horizon 2021: Europe

Forrester's Customer Insights

Clients pétris de contradictions, bouleversements réglementaires et essor du télétravail transfrontalier. Avec, jusqu’à présent, une épidémie mondiale et les conséquences de l’accélération du réchauffement climatique, le XXIe siècle entame des « Années folles » qui portent bien leur nom. Et ce n’est que le début de la décennie ! Toutefois, cette instabilité présente des opportunités. […].

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Top Customer Success Alerts and Notifications to be Automated

SmartKarrot

At the core of any customer success role is the need to ensure customers who have trusted a solution reach their desired goals or outcomes. However, customer success leaders more often find themselves handling service challenges and putting out fires rather than being able to proactively add value. We believe that customer success teams and leaders will be more successful only if they can get alerted to most issues through early-warning.

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50 Retail Survey Questions for Customer Feedback you need

Zonka Feedback

Retail business is all about the transactions involving sellers selling their goods directly to the customers which are usually the end users of the products. When we talk about the growing trends of shopping, it is true that online shopping channels are replacing the trend of buying and and selling at the retail stores to a large extent. 51% of the Americans favor online shopping.

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How to Add IBM Watson Chatbot to Your Website

kommunicate

IBM Watson Chatbot is a conversational AI platform that helps you answer customer’s queries with fast and accurate answers. It is built over the powerful AI engine of IBM Watson, which powers complicated conversational AI problems at leading companies such as KPMG, Crédit Mutuel and KONE. Watson has been one of the go-to platforms for [.]. The post How to Add IBM Watson Chatbot to Your Website appeared first on Kommunicate Blog.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Digital and Analytics: A Match Made in Heaven

NICE inContact

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. And that makes total sense, because you want to be where your customers are, on every channel.

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Enterprise Customer Success Software: 10 Must-Have Features

SmartKarrot

Source: Unsplash. Of the many words constituting the SaaS-niche dictionary, one with the most enriching vocabulary is customer success. A recent study by Gartner forecasted that the enterprise customer success industry will generate a yearly revenue of approximately $300 billion. With this, it seems difficult to grow as a SaaS business without customer success being a highly pertinent function of your industry.

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How to Get the Most from Your Contact Center Call Recordings

NICE inContact

There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.

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Oct 27 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Colorado Springs, Colorado, US Organization: Pushpay As a Director of Customer Success, you will own the overall success of Customer Success Manager and Account Manager metrics, systems, and processes, while identifying and implementing key enhancements to systems and processes for improvement. Lead project management and facilitate regular meetings to define and drive progress towards desired goals and KPIs.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the