ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.

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Eptica

JULY 7, 2021

Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues.

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Peter Lavers

JULY 7, 2021

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion covering: How has the emerging discipline of “data science” helped companies’ loyalty programmes be more insight-led? Has it made “segment of one” theory possible? How do CVM and the loyalty programmes interact within businesses?

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Magellan Solutions

JULY 7, 2021

Why invest in an on call after hours answering services ? Magellan Solutions’ after hours call answering service can help you fill the gaps in your client support schedule. Today’s customers expect better. Even if your customers live in your time zone, the internet has created an expectation of 24-hour availability. With our after hours telephone answering services for your office, that’s exactly what they’ll get.

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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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Lithium

JULY 7, 2021

Hello, to all of our Atlas members! We are proud to announce Khoros has launched two new podcasts: CX Confessions: The Customer Experience Show , a thought leadership podcast on CX featuring C-suite executives, and Titans of Customer Engagement , a podcast highlighting tactical, digital engagement best practices and strategies with Khoros customers.

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Genroe

JULY 7, 2021

CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. [Research – Practical Implications]Escalation of Loyalty and the Decreasing Impact of Perceived Value and Satisfaction over Time [Link] This research reviews what drives loyalty for e-commerce customers but has implications […].

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Conversocial

JULY 7, 2021

Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences. Each quarter we look at data from the Conversocial platform to analyze the different trends across a number of industries.

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Optimove

JULY 7, 2021

Buzzwords, just like stereotypes or cliches, unfairly get a bad rep. Because whether you’re scrolling through your Twitter feed, reading a book, or meeting new people, the truth is that buzzwords, stereotypes, and cliches give you something so valuable it’s essential for our survival – the ability to make quick decisions, to act and react, when information is overloading, and time is of the essence.

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Education Services Group

JULY 7, 2021

Four-Year Extension and 10x Scope Expansion Increases Adoption of Customer Success as a Service ® Customer Education Offering with Existing Technology Client. ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to extend and expand its relationship with a current client, a global leader in the Customer Experience and Call Center Technology space.

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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

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Think Customers

JULY 7, 2021

Retail has been altered in ways large and small since the COVID-19 pandemic began 16 months ago. Businesses had to quickly adapt and find new ways to connect to their customers while maintaining operations. And it’s not over. At NRF Retail Converge , retailers weighed in on the consumer habits that they anticipate will outlast the pandemic, changing business models and the customer experience.

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Magellan Solutions

JULY 7, 2021

Is it true? Outsourcing to BPO Philippines and other nations reduce the chances for American citizens to get jobs? Well the truth is, it’s still impossible to know what the true impact of outsourcing is to the economy. But let us arm ourselves with some basic facts. With all of the debate surrounding outsourcing, it is a good idea to review the facts and data.

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Forrester's Customer Insights

JULY 7, 2021

Is Mobile Still A Thing? Where Is Mobile Headed In 2021 And Beyond? Mobile is everywhere. We use it to send texts to friends, send emails to colleagues, tune in to watch our favorite sports teams, and much more. Yet many brands are still wondering, “What is the future of mobile?” Backed by Forrester’s extensive […].

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Sports 2021 Brands Customer Centricity 41

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. When Anthony Kennada , a friend and colleague in Phoenix pinged me about attending his company’s first conference on the topic of Customer Success, I jumped at the opportunity to attend.

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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

Knowmax

JULY 7, 2021

Slow response rate: Check 5 tips for quick answers to customer queries.

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Forrester's Customer Insights

JULY 7, 2021

Better customer experience = faster growth. Want to beat your competitors? Have better experience than they do. Most CEOs believe that their company yields good experience for their customers. They think that their brand promises are aligned with their experiences. Unfortunately, the facts don’t support these views. According to Forrester’s survey of 90,000 consumers, only […].

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Happy or Not

JULY 7, 2021

Heikki Väänänen | Founder, Exec. VP of Growth. In my latest Forbes article, I discuss organizational growth (specifically growth hacking) and how businesses looking to grow must utilize all the data they have at hand – including CX data – in order to maximize growth potential within the organization. Organizational growth is a challenge.

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E Commerce Metrics Retail Feedback 28

Alliance by IFS

JULY 7, 2021

A huge 90 percent of companies have?already or are in the process of reengineering their businesses in the past year to deliver better moments of service. Yet many are. The post 90 percent of Companies in the Process of re-engineering their Business appeared first on IFS Blog.

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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

The DiJulius Group

JULY 7, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring.

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Employee Experience Article 145

dscout People Nerds

JULY 7, 2021

Lisa Madokoro and Taylor Kim of Shopify’s Talent Insights & Research team on building meaningful human experiences when the “users” are your colleagues.

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Insights 122

PK

JULY 7, 2021

In 1967, Melvin Conway submitted a paper to Harvard Business Review called “How Do Committees Invent?” that described correlations between innovation, design of systems, and organizational group structures. Since there […]. The post Enterprise AI can’t succeed without enterprise information architecture appeared first on PK.

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Information Innovation Article 98

Uplight

JULY 7, 2021

June is known as Pride Month. It’s a time to celebrate and uplift diverse LGBTQ+ identities as well as a time to commemorate the historical, and continual, fight for LGBTQ+ equality. To celebrate Pride Month, Uplight’s LGBTQ+ & Allies Employee Resource Group, PRISM Alliance, hosted forums, educational sessions, and participated in regional 5Ks to fundraise Read More.

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Happy or Not

JULY 7, 2021

Heikki Väänänen | Founder, Exec. VP of Growth In my latest Forbes article, I discuss organizational growth (specifically growth hacking) and how businesses looking to grow must utilize […]. The post Forbes: A Pragmatic Approach Is The Key To Successful Growth Hacking appeared first on HappyOrNot.

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Article Blog 69

ClientSuccess

JULY 7, 2021

Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – the list could go on and on. This is why requiring CSMs to be excellent at leading strategic planning conversations with customers can sometimes be a little tricky. For many customer success departments, however, CSMs are responsible for managing customer relationships and moving them forward as well.

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Webinar Customer Success Reference Customers 59

PK

JULY 7, 2021

In 1967, Melvin Conway submitted a paper to Harvard Business Review called “How Do Committees Invent?” that described correlations between innovation, design of systems, and organizational group structures. Since there […]. The post Enterprise AI can’t succeed without an enterprise information architecture model appeared first on PK.

Information 52

Information Innovation Article 52

inSided

JULY 7, 2021

Now that Integration Week is a wrap, it’s time to put our focus back on This is Digital Customer Success – the blog series where we set out to get clarity on all things Digital CS. In our previous post, we took a closer look at some of the key channels for your digital-led customer journey. This week, as promised, it’s time to get practical!

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Customer Success Customer Journey Blog Customers 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