ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

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E-support Omnichannel Competitive Advantage Customer Centricity 136

Beyond Philosophy

JANUARY 8, 2021

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.

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Customer Experience Workshop Travel Consulting 180

SurveySensum

JANUARY 8, 2021

2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. It was exceptional in many aspects! A year in which we could experience the worst of humanity and also the best of it. As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience.

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Heart of the Customer

JANUARY 8, 2021

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. This is doubly true for the topic of journey mapping, since I contributed to one of the early books on the subject (Mapping Experiences by Jim Kalbach) and co-wrote a comprehensive guidebook (How Hard […].

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Books Customer Journey Mapping Customer Experience Customer Journey 88

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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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Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief. It highlighted both the reliability of technology and its shortcomings. 2021 will be shaped by companies that have the best understanding of these nuances and the vision to act on them.

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2021 Customer Insights Insights 2020 98

Eptica

JANUARY 8, 2021

Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021. Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect.

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2021 2020 Blog Consumers 85

Strikedeck

JANUARY 8, 2021

Sarah talks about how investing more in the area of your company that is influencing the most growth will grow you business more productively.

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Sales Customer Engagement Customer Success Engagement 75

Opinionator

JANUARY 8, 2021

The ROI (return on investment) of customer experience for a business is undeniably high. In fact we have previously said that ‘ Customer Experience is Everything ‘ Even a small increase in positive customer experience (CX) can propel revenue to new heights, increasing company profits considerably. Calculating the ROI of CX is usually measured as a ratio between net profit over a set period and the cost of the initial or recurring CX investment.

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CSM Magazine

JANUARY 8, 2021

The COVID-19 pandemic has changed the way we live and work beyond measure. With social distancing and travel restrictions in place, organizations have been forced to look at different ways of operating their businesses. Work-from-home employees are the new normal. The customer service industry has been impacted by the move to remote working and this change is not without its challenges.

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Customer Service Management Customer Service Representative Travel 52

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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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Gainsight

JANUARY 8, 2021

Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer can often experience a disjointed. The company is unable to optimize or scale the customer and ultimately impacts customer retention. Such was the case for a Gainsight customer. . This specific customer is a large enterprise platform known for digital media and marketing solutions based in the cloud.

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SurveySparrow

JANUARY 8, 2021

89%. That’s the percentage of HR leaders who agreed that ongoing check-ins and peer feedback are key aspects of organizational success. Yes, that’s how important it is to conduct regular employee performance reviews in your organization. Performance appraisal is the most valuable way to measure your employees’ performance accurately.

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Feedback Measurement Employee Experience 2012 52

Gainsight

JANUARY 8, 2021

Key Learnings and Successes with Gainsight’s PX & Adobe’s Audience Manager. Have you ever heard the saying, “There is no ‘I’ in team?” Companies with well-built solutions are discovering when they partner with equally good and complementary products; the results are outstanding. That happened when Adobe’s top-performing Product Adoption Team combined efforts using their Audience Manager with Gainsight’s PX solution.

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Sports Roadmap Government Customer Centricity 52

Lithium

JANUARY 8, 2021

I’m the new Khoros Community Manager and I’m excited to be a part of such a vibrant and helpful community! April and May were filled with a lot of great conversations. Don’t miss the post about how to create exclusive groups in your Community. As usual, lots of things to learn and read from our contributors! We’d like to give a special thanks to our top Kudoed authors for April: , , and. , honored contributor, thank you for helping others with ten solutions in April!

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2019 Insights Feedback Engagement 52

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Education Services Group

JANUARY 8, 2021

New Year’s Resolutions – either you love them or you hate them. But, if you’ve got a goal-setting mindset, they can be a useful tool. Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, it’s time to build your 2021 strategy. In the spirit of resolutions and leaving 2020 behind (we all know how we feel about that, right?

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Lithium

JANUARY 8, 2021

The month of June brought interesting news and posts, as usual! In case you missed it, you can learn about the meaning of the various feeds on a Khoros Community, and read a recent post about 3 Reasons to Attend Khoros Engage this September. A big thank you to our top Kudoed authors for June: , , and. , Respected Contributor, thank you for sharing your thoughts and feedback. , Valued Contributor, we appreciate the resources and suggestions you posted!

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2019 Feedback Engagement 52

DemandJump

JANUARY 8, 2021

Digital marketing attribution has proven to be one of the most significant challenges facing marketers today. While marketers have no shortage of data to understand the impact and relevance of their many tactics, there hasn’t historically been an absolute gold standard for deciding which tactics get credit for conversions. Technology is making it easier to shift towards a multi touch attribution model.

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Metrics Advertising ROI Marketing 91

Lithium

JANUARY 8, 2021

Thank you to everyone who participated in our Community in July! We saw great discussions and solutions such as How to add a button on a standard page? , How to change default FAQ text? , and Can you automatically apply a role to a member. Another great read last month was the blog 5 New Khoros Care Features You Won’t Want to Miss. Khoros Engage is officially next month.

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2019 Workshop Blog Engagement 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

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief. It highlighted both the reliability of technology and its shortcomings.

2021 52

2021 Customer Insights Insights 2020 52

Lithium

JANUARY 8, 2021

The last two months came with big updates for Khoros. In August, Jack Blaha, Khoros’ new CEO introduced himself to the community and shared his plans for Khoros. In September, we celebrated the community’s 11th anniversary and unveiled our new name, Atlas , during Engage. Speaking of Engage , we also shared two recaps that you can read here and here.

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Social Media Presentation Blog Engagement 52

Optimove

JANUARY 8, 2021

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on how to draw a segmented campaign and a deep analysis on N Brown Group. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: How to Draw a Segmented Campaign. Download this free guide and start segmenting your customers like a pro!

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Download Customers Blog 52

Lithium

JANUARY 8, 2021

We’re back with a new Community Highlights for October. Let’s jump right in, shall we? We’re proud to share that Khoros was a strong performer in The Forrester Wave TM : Social Suites, Q4 2019! Read 's article to learn more about The Forrester Wave TM : and key takeaways from the report. October was filled with a lot of great discussions like 's topic about the great badge debate and 's topic about the new way spammers are getting past the automatic spam system.

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Webinar Roadmap 2019 Article 52

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Optimove

JANUARY 8, 2021

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on how to draw a segmented campaign and a deep analysis on N Brown Group. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: How to Draw a Segmented Campaign. 7 CRM COMMANDMENTS: N BROWN GROUP.

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Blog 52

Lithium

JANUARY 8, 2021

Happy holiday’s to those who celebrate! November was full of engaging discussions and helpful solutions like 's What permissions allow viewing the company key? , 's How can I track the number of unanswered posts over time? , and 's How much members use search. Also, if you have a TKB you’re proud of, share it with in Show me your best knowledge base article ( shared a great example)!

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2019 Webinar Article Engagement 52

Forrester's Customer Insights

JANUARY 8, 2021

Decision-makers cast a widening net for insights into their customers and operations: 85% of decision-makers prioritize the use of data insights, incorporating quantitative information into the decision-making process. And their demands have become more sophisticated – not just historical views of performance but actionable insights to guide decisions.

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Insights Leadership Information Customers 64

Lithium

JANUARY 8, 2021

Happy New Year everyone! We hope you had a relaxing holiday break! We’re feeling refreshed and excited to get back into the swing of things. Thank you for spending another trip around the sun with us, we value your participation and feedback and hope this year Atlas is more insightful and rewarding than ever before. There were two great discussions about best practices in December that we wanted to highlight; one by about member and content retirement and the other by about moderation boards.

Download 52

Download Blog Feedback Customer Engagement 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