Hello Customer
JUNE 21, 2021
Don't focus too much on the process. This might come as a surprise but think about it, what do processes really do in an organization? They ensure that something is delivered as promised. This is not the part where the value of customer experience lies. It’s about figuring out how you can build on top of the process. Because the process enough isn’t enough for a good customer experience.
Alida
JUNE 21, 2021
To say employee engagement has fallen to the back burner for a lot of organizations is an understatement.
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ShepHyken
JUNE 21, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Do Your Rewards Rock? These 6 Rules Will Tell by Wise Marketer Staff. (The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible.
Steve DiGioia
JUNE 21, 2021
This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them, this event would be their first time working as a waiter. I got that deer-in-the-headlights look from some.
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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.
Hello Customer
JUNE 21, 2021
The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning. The power of retailers is increasing as a lot of supermarkets are selling their own non-branded products to compete with big FMCG players at a lower price.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Uniphore
JUNE 21, 2021
Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). We’ve identified the top 10 RPA implementation best practices to help you get the most out of these game-changing tools. 1.
Thematic
JUNE 21, 2021
Microsoft Power BI and Tableau are both powerful business intelligence tools for data visualization. At first glance their functionality and features might look very similar. So, how do you know which is the best solution for your business? In this article we’ll reveal what data analysts really think about these two popular business intelligence tools.
Magellan Solutions
JUNE 21, 2021
Making pay for performance telemarketing into reality. Pay per performance isn’t new but it is now more important to the outsourcing industry both domestically and offshore than ever before. Outbound centres write their business plan with the intention of not accepting any work unless it is hourly paid. However, with the over-capacity in the offshore call center sector, vendors have increasingly looked to fill this spare capacity with pay-per-performance activity.
Hello Customer
JUNE 21, 2021
The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning. The power of retailers is increasing as a lot of supermarkets are selling their own non-branded products to compete with big FMCG players at a lower price.
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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
Think Customers
JUNE 21, 2021
It has been more than a year since the COVID-19 pandemic forced business leaders to upend customer experiences and deploy digital initiatives that in many cases were slotted for a distant future. In a new report, the 2021 US Customer Experience Index , Forrester Research set out to determine how brands did in making abrupt CX changes with very little preparation.
Forrester's Customer Insights
JUNE 21, 2021
When the COVID-19 pandemic triggered stay-at-home orders and canceled social plans, consumers turned to online media streaming to fill the void. TV/video streaming services touted exclusive content and low prices to lure viewers, and by June 2020, 48% of US online adults had subscribed to at least one streaming service. Our multimodal consumer analysis shows […].
GetFeedback
JUNE 21, 2021
Learn why creating a great ecommerce experience is important for the success of your business and for improving your ecommerce customer satisfaction.
MyCustomer
JUNE 21, 2021
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase.
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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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Knowmax
JUNE 21, 2021
5 Ways to improve your contact center KPIs.
Forrester's Customer Insights
JUNE 21, 2021
Over the last year the healthcare industry flexed its strength and accelerated digital transformation timelines at an unimaginable rate. At this mid-point of 2021, healthcare providers (HCPs) must continue to focus on optimizing their newly adopted and expanded care modalities. They must maintain their focus on agility while supporting their employees, protecting vulnerable patient populations, […].
Qualtrics
JUNE 21, 2021
Plan your return to the office – and design a workplace where every voice can be heard – with insights from your employees. Pre-pandemic, 91% of our employees worked from an office. And overnight, 25 global offices became 3,000+ home offices – changing not only where, but how we worked. Our once office-centric culture quickly morphed into an all-remote landscape – and the future of when we’d return to the office remained uncertain.
PK
JUNE 21, 2021
When smartphones began their ascendance in the telecom industry, the lines between prepaid and postpaid (or contract) plans were clearer: either pay a set amount before usage or commit to […]. The post Reshaping the mobile landscape: How telecoms can benefit from a different subscription plan appeared first on PK.
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.
SmartKarrot
JUNE 21, 2021
Role: Director of Customer Success, eCommerce Location: Remote, United States Organization: Quotient Technology Inc. As a Director of Customer Success, you will lead, enable and empower a geographically dispersed team of Customer Success, eCommerce professionals resulting in superior customer experiences. Evaluate, optimize current and recommend new strategies to grow client business.
Uplight
JUNE 21, 2021
Though we’re technically only one day into ‘Summer’, the mercury has already soared across much of North America this past week, straining the grid in Texas, California and the Midwest in the process. In response, utilities and electrical system operators have jumped into action, asking customers to conserve energy, and dispatching utility load management resources Read More.
Zonka Feedback
JUNE 21, 2021
You bring visitors to your Website, but what do you do if customers are not staying and not returning? How do you measure whether your visitors are finding what they came looking for or not? And how do you fix it if they don't? Website Surveys enable you to take direct customer feedback to understand their requirements and optimize your Website performance based on it.
Happy or Not
JUNE 21, 2021
TAMPERE & JAPAN – JUNE 2021 – HappyOrNot, the leading customer feedback insights solution, relied upon by the likes of Elkjøp, Levi’s Stadium, Autogrill, and London Heathrow Airport and it’s Japan-based […]. The post Narita International Airport partners with HappyOrNot to measure security experience appeared first on HappyOrNot.
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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.
UserReplay
JUNE 21, 2021
The management of User Replay is delighted to announce the successful completion of a Management Buy Out (MBO) of UserReplay. Central to this change is the appointment of Gerry Widmer to the post of CEO, and fresh investment capital in the company. Gerry is a veteran of the software space having been CEO of Zesty.io […]. The post UserReplay Management Completes MBO appeared first on UserReplay.
C Space
JUNE 21, 2021
From awareness to progress. Kisha Payton, Director, Strategic Program. Allyson Chapman, Senior Consultant. Ashley Guillaume, Consultant. Businesses are slow ships to turn. Most have spent the past year – rightfully so – looking internally to address diversity in their workforce, establishing or promoting employee resource groups, and essentially creating change from within.
Education Services Group
JUNE 21, 2021
New Win Adds to Enterprise Technology Providers Leveraging Customer Success as a Service®. ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success Plan service offering for a new client in the business information services space. The new client’s platform provides sellers and marketers with comprehensive contact information to help them find new potential customers.
kommunicate
JUNE 21, 2021
What is Meteor? Meteor is a JavaScript web framework and it helps in developing web and mobile applications. Meteor allows you to develop in one language, JavaScript, in all environments: application server, web browser, and mobile device. To start building your website using Meteor, kindly check out this documentation. Also, you can follow the below-mentioned steps [.].
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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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