Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.

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OCTOBER 5, 2021

You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.” In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality.

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TechSee

OCTOBER 5, 2021

With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.

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C Space

OCTOBER 5, 2021

C Space appoints CTO, accelerates impact of insights through technology. C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. Tweet. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team.

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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

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible.

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ShepHyken

OCTOBER 5, 2021

A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.

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Cyara

OCTOBER 5, 2021

Global CX Day is October 5th! Cyara is proud to celebrate this unique holiday within our industry by recognizing individuals, companies, and organizations that work diligently to ensure quality customer experience to their audiences.

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Zonka Feedback

OCTOBER 5, 2021

A growth-oriented business always keeps its customers at the heart of the business. How? They are always in tune with the customers’ needs by listening to their feedback and suggestions. Listening to the customers’ voices helps businesses to find how customers perceived products and services. In addition, feedback responses also give you a fair idea of your customers’ preferences, behavior, and expectations from your business.

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Kerry Bodine

OCTOBER 5, 2021

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Just use code CXDAY21 at checkout.

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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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CSM Magazine

OCTOBER 5, 2021

Report unveiled on day one of Calabrio Customer Connect (C3) digs into agent wellbeing and shows the key importance of employee-centricity and agent retention as the industry faces “The Great Resignation” Calabrio , the customer experience intelligence company, today unveiled its latest report, detailing first-hand agent sentiment on the current state of the contact centre, the impact that “The Great Resignation” has had on contact centres, and the importance of employee-

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Strikedeck

OCTOBER 5, 2021

Darren Hood, MSUXD, MSIM, UXC, Principal Product Designer at Omnicell, provides insights into how UX (user experience) affects the business success and its importance in the design experience — in an interview with Vincent Manlapaz. The post Mastering the Customer Experience Landscape — In an interview with Darren Hood, MSUXD, MSIM, UXC, Principal Product Designer at Omnicell first appeared on Strikedeck | Customer Success Platform.

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CSM Magazine

OCTOBER 5, 2021

In 2020, many organizations have had to rethink their approach to their business and adapt to a rapidly changing environment. This gave many companies time and a chance to take a fresh look at their processes, and some — to change them for the better and maximize sales efficiency. In many ways, they have achieved this by increasing sales productivity, as this is the very factor that leads to better sales, happier employees, more repeat customers and less time wasted.

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Lithium

OCTOBER 5, 2021

Have you heard about our Customer Podcast? Check out the latest Titans of Customer Engagement podcast featuring Epic Titan, Tune in today for strategic conversations about creating the world’s greatest customer experiences. Don't forget to hit that subscribe button wherever you listen to your favorite podcasts! Apple Podcasts. Spotify. Amazon. Google Podcasts.

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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

Myra Golden

OCTOBER 5, 2021

Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training. I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.

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ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer success teams can also gain a predictive advantage into long-term customer success with leading indicators. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time.

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MyCustomer

OCTOBER 5, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 5th Oct 2021. By Rhys Fisher Editorial Assistant.

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Gainsight

OCTOBER 5, 2021

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of those customers are critical to the longevity of that business. . Today’s leadership also obsesses over their customers with one key difference. Namely, many think in terms of their customer’s success.

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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

Uniphore

OCTOBER 5, 2021

This is a contributed blog post by Dipu KV, President – Operations & Customer Experience at Bajaj Allianz General a recent guest on Uniphore’s Conversations that Matter podcast. Recently, one of our unit managers informed us that a certain percentage of his team members do not take leaves of absence, do not have mood swings and will not attrite.

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Magellan Solutions

OCTOBER 5, 2021

This is your ultimate source of information when you decide to outsource back office services. Back office services continue to improve for the better, thanks to outsourcing. While the media hype that automation and robotics will soon eradicate human factors in a company’s process management, that is not really the case. Automation, AI, and robots will not obliterate your company’s need for human employees.

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Qualtrics

OCTOBER 5, 2021

Personalizing your mobile customer experience improves conversion and creates higher engagement. Read these simple tips and start optimizing your in-app customer experience. With more consumers spending time on their mobile phones than ever, your app is the key to connecting to your customers in a personal and timely manner. . According to recent research, 79% of smartphone users made an online purchase using their device during the last 6 months , s o getting it right is important for busines

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SmartKarrot

OCTOBER 5, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Firstup As a Vice President of Customer Success, you will create a vision and strategic plan for leading Customer Success teams by delivering a scalable best-in-class customer journey for the 500+ global customers that maximizes revenue and retention. Define the various stages of the customer journey and lead the Customer Success teams to ensure the customers achieve the best experience possible within each st

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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.

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Clarivate

OCTOBER 5, 2021

As the pandemic tore across the world, principal epidemiologist Oliver Blandy knew he had the expertise and data to help fight COVID-19. Get the full story. Oliver Blandy, M.SC Principal Epidemiologist, London, U.K. Hunkered down in London as the COVID-19 pandemic tore across the world in the spring of 2020, Oliver Blandy found himself hoping that he would be tasked with putting his skills to work fighting the virus.

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Vanilla Forums

OCTOBER 5, 2021

"If you care about someone, and you got a little love in your heart, there ain't nothing you can't get through together." – Ted Lasso.

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Help Scout

OCTOBER 5, 2021

Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus.

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MyCustomer

OCTOBER 5, 2021

Voice of the Customer CX is growing - so why are customers unhappy?

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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