Experience Investigators by 360Connext
NOVEMBER 2, 2021
Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? That’s what we’ll tackle today. What is a Customer Persona?
The DiJulius Group
NOVEMBER 2, 2021
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right. Are your team members trained and equipped to handle challenging customer. Read Full Article.
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Stella Connect
NOVEMBER 2, 2021
Black Friday is approaching fast. It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. Everything you’ve done so far this year has prepared the customer service team for what’s on the horizon.
Playvox
NOVEMBER 2, 2021
News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and buying habits as we close out 2021?
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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.
ShepHyken
NOVEMBER 2, 2021
Customer Experience Is Science. Creating Proactive Customer Experiences. Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Magellan Solutions
NOVEMBER 2, 2021
What makes the best customer support outsourcing service. We know how important it is to find the right partner, especially for SMEs. Magellan Solutions currently is one of the strongest and most diversified when it comes to having a global presence for almost two decades. Being in the business of customer support outsourcing for small business , we guarantee that we have mastered ways for you to stay close to your customers and be in control of your brand.
CustomerSuccessBox
NOVEMBER 2, 2021
Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. It was about the “ 5 ways to build a $100 million business ”.It was meant for SaaS companies. The key takeaway was to get to $100 million in Annual Recurring Revenue. finding customer acquisition channels that are highly scalable, repeatable, and profitable. .
CSM Magazine
NOVEMBER 2, 2021
PCI Pal , the global provider of cloud-based secure payment solutions, has today announced that the leading European Contact Centre as a Service (CCaaS) provider, Puzzel, has extended its reseller partnership agreement to include PCI Pal’s Digital and IVR payment security solutions to its portfolio. Having originally joined PCI Pal’s partnership program in 2018, Puzzel incorporated the flagship PCI Pal Agent Assist solution into its overall contact centre portfolio to offer a PCI compliance
Lithium
NOVEMBER 2, 2021
? Khoros Autumn Innovation Release. So much has changed in the last year. And we’ve been hard at work to change with the rapidly evolving world — especially for the contact center. With this year's Autumn Innovation Release , we’ve made it more painless than ever to build AI-powered chatbots, connect with your peers, create simple and secure interactions, and ultimately build trust with your customers and prospects.
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.
CSM Magazine
NOVEMBER 2, 2021
Industrial doors company Complete Shutter Services has doubled its business and boosted productivity by 20 per cent since implementing field service management software from BigChange. Providing a complete job management platform, BigChange cloud-based office software synchronises with a rugged tablets used by field operatives to provide real-time 24/7 visibility of every job nationwide.
Cyara
NOVEMBER 2, 2021
The principles that drive success are universal. Whether you strive for greatness as an athlete or in your business, it takes discipline, determination, and a certain amount of fearlessness to achieve your goals. Boxing legend Sugar Ray Leonard knows something about what it takes to succeed. With 36 wins, only three losses and one draw, world titles in five weight divisions, and an Olympic gold medal, Leonard is one of the most decorated athletes of the 20th century.
ClientSuccess
NOVEMBER 2, 2021
While CSMs are often tied up in the day-to-day implementation and project plan of managing customers, a few long-term initiatives also require additional attention. Customer marketing is one of these initiatives. While most customer marketing programs are a cross-function of CSMs and marketing teams, many marketing departments will look to CSMs for direction and guidance when selecting and working with customers directly.
Uniphore
NOVEMBER 2, 2021
By: Annie Weckesser, CMO The best enterprises don’t run on data – they run on conversations. Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. And these conversations are happening everywhere. The average person has 27 P2P conversations every day, lasting 10 minutes each. 1 There are 65 billion conversations on WhatsApp alone.
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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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ReviewTrackers
NOVEMBER 2, 2021
Clarivate
NOVEMBER 2, 2021
Industry engagement is key to our customer commitment, and we’re proud that 11 Clarivate colleagues have joined INTA committees. Join us at the Annual Meeting. At Clarivate, our mission is to provide solutions to accelerate the lifecycle of innovation. One way we help clients protect and commercialize their ideas is by partnering with the International Trademark Association (INTA) to further our mutual goals.
CustomerSuccessBox
NOVEMBER 2, 2021
You have successfully closed a big deal and you take a huge sigh of relief. But this is not the stage to take the gas off the pedal as adoption is the key to retaining your client. A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier.
PK
NOVEMBER 2, 2021
Every great experience starts with people. Seeking a better digital experience provider? Get complimentary access to Forrester’s “Now Tech: Global Digital Experience Services, Q4 2021” report and learn why PK […]. The post Forrester recognizes PK for its global digital experience services appeared first on PK.
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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.
Forrester's Customer Insights
NOVEMBER 2, 2021
Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations, when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks. In this year’s report, we evaluated […].
SmartKarrot
NOVEMBER 2, 2021
Role: Head of Customer Success Location: San Angelo, TX, US Organization: Tekmetric As a Head of Customer Success, you will implement resolution procedures for any customer concerns and ensure the area is staffed and trained to handle questions from customers. Manages customer service objectives and continuously monitors procedures to ensure these are met by staff.
InMoment XI
NOVEMBER 2, 2021
At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Historically, CX practitioners have struggled to assign a dollar amount to the value of their programs.
Uplight
NOVEMBER 2, 2021
Our Parents of Uplight Employee Resource Group (ERG) is a community that serves as an accessible resource for supporting parents and their allies in raising the next generation. The groups’ objectives include influencing and advocating for how Uplight can become a destination employer for parents, attracting and retaining employees who are parents/prospective parents, educating employees Read More.
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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.
SmartKarrot
NOVEMBER 2, 2021
Customer-centric strategies, which were once only used by prominent B2B consumer players like Amazon and Google, are now drawing major changes in B2B digital customer experience landscape, especially in the banking sector. Today’s customers are looking for personalized interactions, simplistic banking processes, and access to accounts with the help of modern-day technology.
West Monroe
NOVEMBER 2, 2021
In West Monroe’s final Quarterly Executive Poll of 2021 , most respondents (75%) said they feel optimistic about the U.S. economic recovery, while the rest feel bearish. We took a deeper dive into that data—and found stark contrasts between the bulls and bears on: how hard they’re working to solve talent shortages. where their organization is in developing their hybrid work models. what, if any, actions their companies are taking on sustainability.
inSided
NOVEMBER 2, 2021
Clocktower Advisors is now partnering with inSided, a leading Customer Success community platform, to help customers improve retention, increase customer advocacy, and drive growth.
Forrester's Customer Insights
NOVEMBER 2, 2021
To compete and survive in an increasingly unpredictable, post-pandemic world, banks will invest heavily in technology, talent, and sustainability in the coming year.
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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