Experience Investigators by 360Connext

JULY 21, 2020

Customers 232

Customers 232

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.

Contact Center 136

Contact Center Reference Customer Centricity Connections 136

CSM Magazine

JULY 21, 2020

Recruiting and onboarding new staff in line with social distancing is uncharted territory, but using cloud contact centre solutions can get you off to a good start. Thomas R ødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for success. According to comparison site Finder, 60% of the UK’s adult population is currently working from home (WFH) during the Coronavirus lockdown.

Social Media 52

Social Media Culture Contact Center Omnichannel 52

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Engagement 195

Engagement 195

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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

Zeisler Consulting

JULY 21, 2020

I have written previously a couple times about return on investment for CX. In fact, there are volumes of articles and books written about it. It’s almost as though there’s a sense of having to prove ourselves as CX professionals constantly. Now, in previous professional lives I’ve been part of PM teams and Process Improvement teams. Having to justify our existence is something I’ve had lots of experience doing.

ROI 72

ROI Return on Investment NPS Leadership 72

NICE inContact

JULY 21, 2020

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital cha

Omnichannel 64

Omnichannel 2019 Consumers Insights 64

Vanilla Forums

JULY 21, 2020

While developer communities have huge potential and can offer organizations a wealth of benefits, they aren't without their own unique set of challenges. According to the State of DevRel 2019 , the biggest challenges in developer relations fall into four main themes: Hiring and Scaling. Management Buy-In. Community Growth and Engagement. Strategy and Measurement.

2019 91

2019 Download Blog Measurement 91

Kustomer

JULY 21, 2020

A lot has changed in the past six months, including the way that we all work. As a rising senior at Franklin & Marshall College, majoring in business, I’m finishing my second summer as an intern in the sales operations department. As I reflect on the internship experience here at Kustomer, I’ve expanded my knowledge and stretched my skill set, while also learning to work in this new, remote normal.

Leadership 88

Leadership Sales Insights Interaction 88

Chadwick Martin Bailey

JULY 21, 2020

“The new normal.” Nearly every speaker at the Quirk’s Virtual Event uttered the phrase, and while there wasn’t a clear consensus on what that normal will be (or when), the dual themes of disruption and change were ever present. In terms of the conference itself, the newly virtual event meant remote video sessions, online connections, and every now and then earning a merit badge.

Events 83

Events Presentation Consumers Leadership 83

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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

InteractionMetrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue or question, rote ‘sorry for the inconvenience’ was often the reply. I figured if this was happening to me, it was happening to other customers too. In the interim years, we’ve vastly improved the quality of customer listening for our clients, but broadly speaking, what’s the state of customer experience in 2020?

2004 52

2004 NPS 2020 Feedback 52

Kerry Bodine

JULY 21, 2020

While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. But that doesn’t mean that your need to learn and connect with other CX practitioners has gone away.

Definition 71

Definition Events Customer Experience Webinar 71

Bold360

JULY 21, 2020

Chatbots can sometimes be a divisive topic but, love them or hate them, there is no question they can be powerful weapons in your CX arsenal. Chatbots can be a fun way to deal with the low-level and routine questions some of your best talent spends too much time answering. They can perfectly capture your company’s branding or convert website visits into sales.

Interaction 52

Interaction Sales Presentation Brands 52

Totango

JULY 21, 2020

A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. Through constant, customized communication, reviewed and honed business goals, and a platform that collects data and makes it actionable, your Customer Success team can lead you through this once-in-a-generation challenge.

Communication 64

Communication Customer Success Customer Retention Customers 64

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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

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four 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 Transportation 2002 52

Lithium

JULY 21, 2020

Authors: and. Everything changes so quickly, last week feels like a month ago and last month feels like it was last year. While no one has a crystal ball, we all want to know how we can plan for the next month or two. As Marketers, we're having to pivot quickly to make sure we're providing useful and relevant content to our audiences. So what are some best practices you could lean on to ensure content is fresh and engaging so audiences don’t get burnt out from it all?

Entertainment 52

Entertainment Fashion Brands Engagement 52

Bizagi

JULY 21, 2020

The financial services industry faces significant scrutiny. Customers expect excellent service at all times, while regulators expect compliance across the board. Both of these groups expect assets and data to be properly protected against fraud. Using Intelligent Process Automation across financial services can help to keep both customers and regulators satisfied that their expectations are being met.

Financial 52

Financial Blog Customer Expectations Customer Experience 52

NetBase

JULY 21, 2020

What better way to start off a new client project than with social analytics? If your brand or agency is not doing this to kick off each engagement, it’s missing out on next level, actionable insight. Let’s hope your competitors have been equally short-sighted as we right your boat and get things moving forward successfully! And we have analytics pros from Tecnos, Room 214 and Rauxa, who have recently completed the NetBase Certification process , to help guide you along.

Insights 52

Insights Consumers Social Media Brands 52

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

ChurnZero

JULY 21, 2020

Who are they? IntelAgree is a growing AI-powered contract management SaaS company that enables legal teams to do impactful work, not busy work. What were their pain points? As relatively new functions, IntelAgree’s Customer Success and Professional Services/Implementation teams found themselves: Losing customer momentum during implementation. As customers juggle competing priorities with hands-on and task-driven implementation work, their enthusiastic drive often stalls—and in turn, timelines ge

Net Promoter Score 52

Net Promoter Score E-support Leadership Customer Journey 52

Forrester's Customer Insights

JULY 21, 2020

We know it’s a bad idea to pay employees for achieving customer experience (CX) metric targets. But how can companies move away from that practice if they’re already doing it? Jason Bradshaw and Andrew Sherwood-Jones from Volkswagen Group Australia (VGA) did it, and they shared their story with me (paywall). Yes, in the automotive industry: the industry […].

Automotive 36

Automotive Customer Experience Metrics Customers 36

GetFeedback

JULY 21, 2020

Learn more about how to prioritize features for your product roadmap using these surveys from GetFeedback.

Roadmap 195

Roadmap 195

ShepHyken

JULY 21, 2020

Creating a Diverse and Inclusive Customer Experience. How to Become an Advocate for Change within Your Organization. Shep Hyken interviews Lenora Billings-Harris , an award-winning authority as a diversity strategist, researcher and author. They discuss race and racism within the workplace, and how leaders and employees alike can dismantle biases within their organizations.

Government 16

Government Culture Metrics Innovation 16

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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

SurveySparrow

JULY 21, 2020

“Survived another awful meeting could have been an email.”. A quick search through Google and you’ll see an array of hilarious memes about awful meetings. However, behind the humor lies a serious issue that has been conveniently excused and comfortably ignored. Meetings that stray from agenda kills productivity. Meetings that are long snatches the will to work.

Measurement 93

Measurement Reference Events Feedback 93

SmartKarrot

JULY 21, 2020

Role: Senior Customer Success Manager Location: Atlanta, US Organization: Alfresco CSM plays a key role in creating a centre of excellence around the client experience that ensures strong client relationships and retention. Help Alfresco customers realize business value through effective implementation and adoption of the products and services. Drive Customer Success, retention, foster account growth and promote advocacy within your customer base.

Customer Success 10

Customer Success Customer Satisfaction Customers Customer Retention 10

inSided

JULY 21, 2020

We all want customers to adopt as much as possible from the product. But how can we actually include the voice of the customer in the product roadmap, to make that happen? And what are the responsibilities of Product versus Customer Success? In this blog we dive into what we see as the current problems that arise when dealing with customer feedback, and make a case for a new and better way: a data driven approach that leads to success for all stakeholders.

Feedback 59

Feedback Roadmap Blog Customer Success 59

SmartKarrot

JULY 21, 2020

Source. When it comes to launching your SaaS business, you need to first decide which type of business you would get into. There are basically two categories in which your business would fit – B2B and B2C. B2B is the category of business where your product is made for other businesses to use. While in the B2C category, you would want to target your product to direct consumers.

B2C 10

B2C B2B Customer Success Customer Journey 10

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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