Forrester's Customer Insights
OCTOBER 22, 2020
One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC. It’s a chance to […].
BlueOcean
OCTOBER 22, 2020
When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear and concise: stay operational and deliver on our KPIs while keeping our people safe.
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Beyond Philosophy
OCTOBER 22, 2020
Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.
Zeisler Consulting
OCTOBER 22, 2020
I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re like me, and work in CX, you may have wondered, What, exactly, is , Customer Success? From a CX perspective, it may be useful to understand how these roles and their responsibilities differ from ours.
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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.
Kustomer
OCTOBER 22, 2020
On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process. Attendees were able to gather insights from the brightest minds in the CX space, hearing perspectives from those that are not often heard from, and networking with their peers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kustomer
OCTOBER 22, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Both Michael and Vikas have had to adapt their teams to the new CX issues spawning from the COVID-19 pandemic. Learn how these leaders have successfully managed customer delivery expectations during COVID-19 by listening to the podcast below.
Gainsight
OCTOBER 22, 2020
1. Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . 2.
CX University
OCTOBER 22, 2020
CX and PX Training Gives Graduate Credits. BETHLEHEM, PA, October 22, 2020: Today, CX University (CXU) and Moravian College jointly announce the launch of their partnership to award graduate college credits for successful completion of CXU Online Courses in Customer and Patient Experience. CXU offers fully online courses in Customer Experience (CX) that teach the 6-pillars of CX.
Kustomer
OCTOBER 22, 2020
On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process. Attendees were able to gather insights from the brightest minds in the CX space, hearing perspectives from those that are not often heard from, and networking with their peers.
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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
CSM Magazine
OCTOBER 22, 2020
Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience. While COVID-19 may be the reason for slower-than-usual customer service currently, it cannot be a long-term excuse. Though everybody is wrestling with similar challenges, the patience of customers with brands and their challenges, especially with quality or timeliness of delivery, will reach i
Kustomer
OCTOBER 22, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Both Michael and Vikas have had to adapt their teams to the new CX issues spawning from the COVID-19 pandemic. Learn how these leaders have successfully managed customer delivery expectations during COVID-19 by listening to the podcast below.
BirdEye
OCTOBER 22, 2020
If you own an iPhone, you probably know about Apple Maps, the default map application for iOs. Just like other map applications like Google Maps and Waze, Apple Maps features reviews and ratings for businesses. Currently, Apple gets this data from third-party review providers like Yelp and TripAdvisor. If an Apple Maps user clicks on business reviews, they’ll then be taken to these third-party apps.
SurveyGizmo
OCTOBER 22, 2020
Welcome to the October 2020 edition of the Alchemer Monthly Insider newsletter. Each month, we will share product and solution news, use cases, and other helpful information. Is this information valuable? Is there more you want to hear from us? Please provide your ideas and feedback using the survey at the end of the newsletter. Our name is Alchemer.
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CSM Magazine
OCTOBER 22, 2020
Data centres are far more than many perceive. What may first seem like just a vast stockroom of servers and wires serves the crucial role of keeping us all connected in a modern, fast-paced world. If you live in the UK, every time you check an email, post on social media or click ‘add to basket’ during your online shopping, there is a very good chance that a UK colocation data centre is involved.
Cyara
OCTOBER 22, 2020
It's hard to believe that November is right around the corner already! Before your calendars fill up, we wanted to share some great, accessible and free upcoming events you might want to add to your schedule that could serve you on your mission to up-level contact center operations, help with migration projects, and ultimately improve the quality of your customer experience.
C Space
OCTOBER 22, 2020
Keep It Moving: Timing is Everything, Pt. 3 – Tips for Success. The world is changing, and with that comes pressure on businesses to respond faster. To support our clients, we’re sharing the most valuable learnings from The Better Why: a report for insights leaders and customer activists. Tweet. Skills and Team. Set qualification criteria with your team.
Totango
OCTOBER 22, 2020
When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. As communication becomes more fast-paced, client expectations for timely, personalized responses to their issues have risen as well. Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, ca
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.
Ecrion
OCTOBER 22, 2020
1. Teachers | 2. Healthcare Employees | 3. Management-Level Employees | 4. Lawyers |. 5. Counselors/Psychologists | 6. Creative Professionals | 7. Systems Analysts. Automation is a practice that comes with a substantial amount of utility. For many small businesses, even automating menial tasks can significantly improve productivity and overall revenue.
ChurnZero
OCTOBER 22, 2020
If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. But first, let’s address the elephant in the article by acknowledging that we’re a software company that is making a one-sided argument in favor of buying. This may seem self-serving, but we promise our intentions are pure. Our goal is to bring awareness to the building considerations that are often overlooked or inaccurately weighed during the cost-benefit analysis of a build-or-buy deci
CSM Magazine
OCTOBER 22, 2020
Registration is now open for the next Reuters Events Customer Service webinar: ‘Voice of the Customer: Creating a Seamless, Personalized Experience That Boosts Loyalty & Drives Revenue.’ Hear from senior leaders at TGI Fridays, Sutter Health & VoteBash. Register for FREE to join live or receive the recordings! Taking place October 28th (12pm EST/9am PST) , tune in to discover how customer feedback can play a crucial role in making your 2021 service strategy a success: Learn
Oracle
OCTOBER 22, 2020
Bots are a well-known scourge on Twitter and Facebook , but they’re also a problem on email lists. Even bots that aren’t explicitly trying to compromise your systems represent a serious risk, as they can inflate performance numbers, muddy targeting efforts, and lead brands to make tactical or strategic changes that serve bots rather than human subscribers.
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Gainsight
OCTOBER 22, 2020
It’s hard to believe that we’re just a couple of months away from 2021. To say that 2020 has been a challenge would probably be the understatement of the century so far—and I think I speak for everyone when I say that I am cautiously optimistic that we’ll launch into 2021 feeling better about how things are going—in business and life. . That said, 2021 will undoubtedly bring with it a new set of challenges & questions that we’ll need to be ready to address.
Education Services Group
OCTOBER 22, 2020
“Have those reports on my desk by five!”…Not something we hear much anymore in the world of ever-advancing technology and automated process. Gone are the days of giving my colleagues hard-copy printouts of graphs and lines of numbers just to have to wait for three months for a person with an analytics degree to tell me that the project I’ve been working on for six months had a missing variable.
C Space
OCTOBER 22, 2020
Keep It Moving: Timing is Everything, Pt. 2 – Position your Function as an Internal Agency. The world is changing, and with that comes pressure on businesses to respond faster. To support our clients, we’re sharing the most valuable learnings from The Better Why: a report for insights leaders and customer activists. Tweet. Paul Logue. Former VP of Growth Analytics, Market Insights & Customer Experience at HPE.
The DiJulius Group
OCTOBER 22, 2020
In our 12th year of doing The Customer Service Revolution Conference – and virtually our first – this year’s theme is Reimagine… Revolutionize. This powerful virtual event had over 1,400 leaders registered, which is double the live attendance we’ve ever had! Here’s are some takeaways from each of our speakers this week: John DiJulius – Read Full Article.
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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.
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