InMoment XI

MAY 24, 2022

We are just one week away from the XI Forum Sydney on June 1st! The InMoment Team is so excited for this year’s event, which will be in-person for the first time since the pandemic hit—and we know that this is an incredible opportunity for anyone, whether you’re just starting out on your CX journey or you’re ready to shake things up. We’ve designed this all-in-one-day conference to make sure each delegate leaves with the best, most actionable information to inspire their experience program.

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Alida

MAY 24, 2022

Disengaged employees can cost organizations up to $550 billion per year. Despite that, most companies today fail to create a fulfilling work culture and empower their employees to do their best work. While many have made customer experience the focus of their attention for decades, the conversation has shifted and employee experience (EX) has gained the spotlight as a primary driver of success and a defining growth factor.

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InMoment XI

MAY 24, 2022

This article was originally posted on CustomerThink.com. Sacagawea, a knowledgeable young Shoshone woman, successfully guided Lewis & Clark through the Louisiana Purchase territory, all the way to the Pacific Ocean. Tenzing Norgay, a Sherpa, whose backyard was the Himalayas, successfully guided Edmund Hillary on the first successful ascent of Mount Everest.

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Employee Experience Culture Financial Leadership 295

Lithium

MAY 24, 2022

We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, Chris Vetrano ( ). This Khoros Titan found his passion for engagement after being inspired by the Pop Music Industry and running his own American Idol Fantasy league. Now, leading the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride sharing.

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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.

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Clarivate

MAY 24, 2022

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate. Since then, we have been moving full speed ahead – remaining focused on ways we can take action faster with greater purpose, making sustainability part of our global culture and improving our measurem

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Joe Rawlinson

MAY 24, 2022

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Inefficient or absence of customer service tools like help desk ticketing software can guarantee more customer acquisition – for your competitors!

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Omnichannel Customers 2021 Presentation 78

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience?

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Culture Hospitality Leadership Customer Centricity 69

Gainsight

MAY 24, 2022

Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I don’t care, you choose,” you know that every decision that gets made is a tiny miracle. . Inevitably, decisions create outbursts. Product managers know this all too well.

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Innovation Roadmap Information Communication 105

West Monroe

MAY 24, 2022

Peloton was born in the digital era and hit mainstream this decade with the right product at the right time. But nothing stays gold forever. With an unexpected drop in demand and ballooning costs, Peloton is now rushing to evolve in a turnaround effort. The road ahead will not be easy. Peloton’s 2021 shareholder return of -76 percent was the lowest of NASDAQ’s 300 Index.

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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

Waypoint Group

MAY 24, 2022

Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career. Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value. Our first in this series about Marketing’s need to rise to the “subscription economy challenge” focused on creating shareholder value through a focus on NRR. Which would you rather show on your resume: (a) “Executed demand gen campaigns to increase sales-ready leads by 23%” OR.

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CustomerSuccessBox

MAY 24, 2022

To achieve success in a quick time it is essential to have training in place. Without it, it’s an attempt to climb a ladder that results in a fall. Especially in a subscription-based model, where customer retention is built into the business model, losing a customer shouldn’t be due to little or no understanding of how your product works for them.

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Customers Customer Retention Customer Success Technology 52

SAP Customer Experience

MAY 24, 2022

It is my pleasure to introduce you in this blog post the Live Sessions on SAP Customer Data Cloud Essentials. What is it about? In this series of three live sessions, you’ll learn the key capabilities of SAP Customer Data Cloud with live demos and opportunity of live interaction with.

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ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Get to know involve.ai Chief Strategy and Customer Officer Mary Poppen. Involve.ai is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data.

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

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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

West Monroe

MAY 24, 2022

Today’s mid-size banks and regional banks are in a unique spot: big enough to require competing with larger banks on digital customer experiences, but too small to absorb the consequences of strategic technology blunders when it comes to investing in them. The stakes of the industry’s digital transformation are high: 1 in 5 adults have switched their primary bank in the last two years, and over half of millennials would now switch simply for a better mobile app.

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Banking Technology Marketing Webinar 52

CustomerSuccessBox

MAY 24, 2022

If you could ask a question to your customers, what would that be? Tip: ask a question that drives your customer’s health! Yes, driving customer health is not an easy task. As a Customer Success Manager(CSM) or a Customer Success leader, you need first to create a success plan that has every detail about your customers. This in itself is a complex and time-consuming task.

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Financial Metrics Measurement Customers 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Get to know involve.ai Chief Strategy and Customer Officer Mary Poppen. Involve.ai is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data.

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

SAP Customer Experience

MAY 24, 2022

On behalf of the CRM & CX Product Learning CoE team, I am pleased to announce the official release of SAP Customer Data Cloud Stay Current 2205. SAP Customer Data Cloud Stay Current (C4H6_SC) Target Audience Application Consultants Technical consultants Developers Administrators Description This stay current program consists of the.

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Consulting Customers B2C B2B 57

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

Forrester's Customer Insights

MAY 24, 2022

Across industries and audience demographics, conversational interfaces and the interactions they support are becoming embedded in the B2B digital experience as buyers and customers continue to show preference for self-guided interactions at each stage of their journeys. The ability to reach, engage, and enable empowered B2B audiences—whether buyer, customer, or employee—means something different to every […].

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B2B Marketing Interaction Engagement 49

SmartKarrot

MAY 24, 2022

For years, it has been an unspoken yet accepted fact that the tech world is not kind to women, especially if they are mothers. Tech is full of stories of women hiding their pregnancy and motherhood, quitting because they could not balance parenting and career, being called out for taking time off to pick up their child or leave on time at the end of the working day, and more.

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Helpware

MAY 24, 2022

Business process outsourcing (BPO) has taken the world by storm. Valued at over $232 billion in 2020 , the BPO market is expected to further rise at an eye-popping 8.5% compound annual growth rate (CAGR) between 2021 and 2028!

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Playvox

MAY 24, 2022

On June 1, 2021, SoFi became a publicly-traded company on the Nasdaq Global Market (Nasdaq). Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data.

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2022 Leadership Financial 2021 72

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Information

Uplight

MAY 24, 2022

With apologies to Elizabeth Barrett Browning, we know our need to connect with others is fundamental to our well-being. It was in this spirit that Uplight recently hosted our inaugural Uplight Customer Connect event at our headquarters in Boulder, Colorado. As we sensed an opportunity to emerge from our screen-induced stupor, we set out to Read More.

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Connections Events Customers 64

ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented. But what is a good NPS? Sure, every customer success team worth its salt is measuring this metric, but do they really know if it’s any good or not?

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Net Promoter Score NPS Metrics Webinar 52

Clarivate

MAY 24, 2022

Recent policy and regulatory moves have begun to sketch out a framework for rare disease drug approvals in the country, but obstacles to approvals and patient access remain. Mainland China has taken significant steps toward improving access to treatment for its estimated 20 million rare disease patients in recent years. [1] However, these conditions remain widely underdiagnosed and treated.

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Merkle

MAY 24, 2022

You’ve been appointed by your management team to run your company’s RFP for a new technology. This addition will affect many levels and departments within your organization, so it’s essential that the company considers as many opinions and capabilities as possible. How can you make sure all opinions, requirements, and options are weighed and included in your decision?

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Technology Management 52

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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