PeopleMetrics

OCTOBER 19, 2021

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives resul

Feedback 118

Feedback CEM E-support Download 118

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Customer Experience 493

Customer Experience Social Media Call Center Metrics 493

Experience Investigators by 360Connext

OCTOBER 19, 2021

“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways.

B2C 346

B2C B2B Customer Journey Brands 346

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Customer Experience 295

Customer Experience Social Media Call Center Metrics 295

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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

TechSee

OCTOBER 19, 2021

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. Managing these product returns takes a significant bite out of a company’s bottom line.

E Commerce 124

E Commerce White Paper E-support Retail 124

Upstream Works

OCTOBER 19, 2021

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond. The starting point is to understand what this term actually involves, and how these channels are being used.

Contact Center 78

Contact Center Call Center Omnichannel Communication 78

Help Scout

OCTOBER 19, 2021

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider.

Article 140

Article Customers Customer Service 140

ShepHyken

OCTOBER 19, 2021

Creating Personalized Experiences at Scale. Personalization and Creativity in Customer Experience. Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams. They discuss how organizational businesses can ensure customer renewals and expansion by creating personalized customer experiences.

User Experience 77

User Experience Customer Experience Sales Customer Service 77

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4% in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees.

Contact Center 73

Contact Center Management Average Handle Time Call Center 73

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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

Retail

Happy or Not

OCTOBER 19, 2021

Heikki Väänänen | Founder, Exec. VP of Growth. Customer Experience (CX) Day took place this year on October 5th and provided a platform for my latest Forbes article, in which I look at the ways in which CX impacts the success of a business. . Knowing what makes your customers satisfied and what does not is crucial to winning them over, and keeping them loyal over the years.

Customer Experience 85

Customer Experience Omnichannel Article Customer Satisfaction 85

Customer Enthusiast

OCTOBER 19, 2021

Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC. There was a section in the report titled Monetary Delighters that detailed the benefits of cross-selling to customers, offering a good value for … Continue reading "Looking to improve customer experience?

Customer Experience 70

Customer Experience 2021 Consulting Customer Care 70

NICE inContact

OCTOBER 19, 2021

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach. Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices.

Customer Centricity 96

Customer Centricity Contact Center Technology Download 96

Zonka Feedback

OCTOBER 19, 2021

Words like patient experience and patient engagement may have been casually flung around and even used interchangeably in the healthcare industry. But it is now more important than ever to know what they mean. Understanding these concepts will help you take your first step to building excellent patient experiences and ensuring patient satisfaction. Let’s discuss this in a little more detail.

Engagement 98

Engagement Healthcare 98

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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

ChurnZero

OCTOBER 19, 2021

Rethinking the Quarterly Business Review (QBR). A relic from the days of old-school account management, the quarterly business review (QBR) is a classic — although not timeless — practice. In today’s always-connected, data-enriched landscape, the QBR feels misplaced, and even ineffective. Although the quarterly business review purpose — to strategize and realign on customer goals — remains important, the somewhat inflexible timing of the QBR doesn’t speak to a new focus on driving continuous cus

Events 98

Events Customer Satisfaction Customer Success Metrics 98

Stella Connect

OCTOBER 19, 2021

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing tricky — what’s the magic number of agents you need to meet demand and service customers effectively ? Consider what could occur if you have too many or too few agents. Call center staffing with too many agents unnecessarily drives up overhead costs that fall short of demand, and having too few agents makes it far too difficult for your service team to keep up with customers.

Call Center 52

Call Center Average Handle Time Competitive Advantage Culture 52

SurveySparrow

OCTOBER 19, 2021

What is the first thought that strikes you upon hearing the term ‘workplace’? Did your mind take you straight to images of desks, chairs, cabins, coffee machines, and water coolers? *Pinch* *Pinch*. Now, now, don’t leave those chairs empty. Let’s not leave out the amazing bunch of humans who spend their day working hard, chilling, going around talking, sipping coffee, and grabbing their favorite snacks.

Touchpoint 52

Touchpoint Employee Experience Government Engagement 52

CustomerSuccessBox

OCTOBER 19, 2021

The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical. So you have to make sure that your customer has a good experience and that you’re getting to the roots of everything that you need to to make sure that it’s seamless and ultimately that you’re driving that right outco

Customer Success 52

Customer Success Customer Retention Metrics Customers 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

SAP Customer Experience

OCTOBER 19, 2021

The last few years have become an inflection point in the way we engage with customers and the demand for producing on-brand, professional-grade content at scale is now the gold standard. As we continue to push forward in the months ahead, fulfilling all these content needs will require a whirlwind.

Insights 58

Insights Brands Engagement Customers 58

MyCustomer

OCTOBER 19, 2021

Engagement What can we learn from Walmart's CX evolution?

Customer Experience 86

Customer Experience Engagement Customers 86

ClientSuccess

OCTOBER 19, 2021

While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. As a voice for your customers in your organization, it falls to you to understand why this churn occurred, if there was anything you or the team could have done to prevent this churn from happening, and document how to catch these kinds of risks in the future.

Document 59

Document ROI Webinar Customer Relationships 59

SAP Customer Experience

OCTOBER 19, 2021

With the holiday season rapidly approaching, SAP is completing preparatory initiatives to ensure successful sales events for all participating SAP Commerce Cloud customers. SAP understands the importance of these events, and as a result, does everything possible to provide end-users with smooth, stable, and satisfactory shopping experiences throughout the season.

Events 65

Events Sales Customers Customer Experience 65

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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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eGain Blogs

OCTOBER 19, 2021

Gartner and Forrester consistently rate our solution #1 in knowledge-powered customer engagement. With eGain 21, we have raised the bar yet again! In eGain 21, we’ve organized our customer engagement solution into three logical hubs: Conversation Hub to connect , Knowledge Hub to better solve , and. Analytics Hub to better optimize customer engagement.

Contact Center 52

Contact Center Call Center Customer Engagement Webinar 52

SAP Customer Experience

OCTOBER 19, 2021

To deliver the best Customer Experience, you need to understand the needs of your audience, engage with your customers, and deliver on your promises. SAP CRM and Customer Experience solutions help you to attract and retain customers, while growing revenue and enable you to deliver personal, trusted, and connected customer.

Engagement 43

Engagement Customer Engagement Customer Experience 2021 43

Gainsight

OCTOBER 19, 2021

The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net Revenue Retention (NRR). Unfortunately, as a relatively new addition to most organizations (compared to Marketing or Product), CS is often a lower priority during budgeting season. It’s a mistake that we’ve seen made consistently over the last 10 years.

Customer Success 52

Customer Success ROI Metrics Presentation 52

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. A study shows, “Only 3 in 10 customers leave due to product deficiencies and the majority of reasons for churn are completely within the company’s control!”. Research by TSIA shows that customer education can immensely enhance your retention.

Consulting 52

Consulting Customer Success Net Promoter Score Management 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