Thu.Jun 04, 2020

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Customer Success: Your #1 revenue strategy in 2020

inSided

At inSided we’re pretty mad about Customer Success. It’s our overall company goal to offer up best-in-class Customer Success Community platforms for B2B SaaS companies. We are already hugely proud to serve awesome companies like Gainsight, Mixpanel, Zapier and Miro, helping them build out their customer communities and boost customer success with our platform.

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All About Digital Customer Communication and Why It Matters

Ecrion

Properly communicating with your audience is one of the most important responsibilities that businesses have. As more and more interactions take place online, though, digital communication has become more of a factor than ever before. Not sure where to start? Don’t worry, we’ve got you covered. Let’s take a look at everything you need to know about digital customer communication and why it’s important.

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How the financial impact of COVID-19 is reshaping consumer behaviors

SMG CX

While the impact of the pandemic first showed up in global markets and financial projections several months ago, the downstream effects on employment are still being revealed daily.

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Pinterest Perfectly Positioned to Sell Recipe Ingredients

NetBase

Online shopping is here to stay, COVID-19 has seen to that. And Pinterest is perfectly positioned to sell recipe ingredients to its significant and highly engaged consumers! If you aren’t thinking about how to rebuild your business strategy to adapt to this new consumer capability, you should be! But if you’re not sure where to start, we can help. In this channel exploration, we’ll share consumer and market intelligence around: Pinterest’s latest ecommerce offering and why other soci

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Five Leadership Principles For Truly Driving More Diversity And Inclusion

Experience Matters

The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.

More Trending

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Elevating the Voice of the Customer with Hillary Curran

Kustomer

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Hillary Curran to discuss customer experience and business operational strategies to make sure that the voice of the customer is heard. Hillary is currently the Director of Customer Service at Guru. She has been there for the last three years but initially started her career in nonprofits and technological development and support.

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Conversations with Clients:Byron J. Fernandez, TDCX

COPC

“We need to focus more on the issues that trouble us in these remote working times and innovate with technology to combat privacy concerns, quickly adapt and adopt platforms for virtual collaboration (some of which have such an impressive ability to foster teamwork) and keep an open mind. Now more than ever, we need to be ready to change.”. — Byron J.

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How to evaluate a Conversational AI solution

Interactions

Often, the top consideration when evaluating a Conversational AI solution is the technology itself. And while the technology is extremely important to build the foundation of a great virtual assistant (more on that here ), there are a lot of other considerations that should be top of mind as you evaluate your options. Choosing, implementing, and maintaining a virtual assistant takes time.

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Contact Centre Outsourcing – Time to Take a Closer Look

CSM Magazine

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla. The current Coronavirus crisis has shown the importance of contact centres at this difficult time. When many organisations are looking to outsourcers for additional resource, this is a good opportunity to reflect on the lessons learnt in the industry.

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The 2023 Verint Experience Index: Retail

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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How Condé Nast Crafts Meaningful KPIs

ERDM

Article by Ernan Roman Featured on CMO.com For Condé Nast, it’s not just about bringing more eyes to the media brand’s many websites. It’s also about zeroing in on providing a great experience, especially for highly engaged, loyal readers, says Ainul Huda, vice president of analytics, marketing, and audience development at the media company, whose brands include Bon Appetit , GQ , The New Yorker , and Vogue.

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Use recurring surveys to stay connected with your workforce through the COVID-19 crisis

Enalyzer

Recurring and continuous surveys are great tools that will help you stay connected with the reality of your business and assess the development of the KPIs you’re observing. Even though the world is slowly opening up, there are many still working from home and these conditions will not be changing any time soon. Recurring surveys are a great way of keeping your workforce connected and guide them through this crisis.

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Selling the value of customer experience to the Board

XMplify

There's never been a greater need for a customer-centric focus, but there's a danger that CX programmes will be affected by a drive to cut costs. So how do you make your case to the Board? Here's what appeals to a number.

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Is Your COVID-19 Survey Giving you Actionable Facts?

InteractionMetrics

Are you staying safe? How are you feeling? With staggering societal upheaval, you probably want to understand how your partners, staff, and distributors are responding to COVID-19. Do they have enough PPE? Where do they see things headed? A survey is a great way to capture these insights… IF it’s done well. One company told me they had just done their COVID-19 survey, and while they knew it was ugly and slapdash, they figured something was better than nothing.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Through The Lens of PX: How Gainsight?s Customers Double Down on Customer Success During COVID-19

Gainsight

Customer Success is more important than ever during this crisis. As new sales slow down due to uncertainties in budgets and spending, retaining customers is the easiest and more effective way to keep the cash flow going. At Gainsight, we have two really interesting data sources to get a real-time view of how Customer Success teams are hard at work to deliver outcomes and retain clients: Through our Product Experience (PX) technology , which is inserted into the live application code of hundreds

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AirDroid Business Introduces Remote Support for Business to Empower Customer Service Teams

CSM Magazine

Sand Studio have released an AR camera, screen sharing and real-time voice chat in one app to make remote support easier than ever. Sand Studio, a mobile device management (MDM) solution provider, today announced the release of a brand new remote support solution for business users, enabling a new and efficient way for customer support staff to solve both software and hardware issues using one unified application.

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How to Achieve Effective Listening in A Post-COVID World

inmoment

We’ve spent quite a lot of time discussing how brands can survive during the COVID-19 pandemic, but as shops reopen and governments begin lifting quarantine measures, it’s time to start talking about how businesses can thrive after this crisis. Sure, COVID-19’s impact will continue to be felt for quite some time, but as customers return to storefronts and some semblance of normalcy is restored, it’s essential that companies consider how to effectively listen to those individuals in a post-COVID

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What Is the Most Common Workplace Injury?

CSM Magazine

The most common workplace injury is overexertion-related injuries. These injuries represent 35% of all workplace accidents, and many of them are preventable. Overexertion injuries are costing workers’ compensation more than $15 billion per year. Yet still, companies are not doing nearly enough to improve conditions for workers. When employees are not given the proper training or safety equipment or they are overworked and understaffed, it can lead to overexertion injuries.

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The Open CCaaS Advantage Report

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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Is Memorial Day Weekend Crisis-Proof?

Optimove

At Optimove, we’ve been monitoring the effect of COVID-19 on retail sales since the start of brick & mortar closures. The data has shown that some retailers have flourished, while others have been hit hard by the pandemic’s negative effect on consumer spending. Memorial Day Weekend (MDW) is traditionally considered one of the major retail sale weekends of the year.

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Not Just for Startups: Test and Refine CS Strategy with an Incubation Model

Education Services Group

Startup incubators are well-known programs that allow entrepreneurs to test out their new business ideas. They usually offer support like office space and mentors so the idea can be tried out and improved upon in a nurturing environment. Building or expanding a Customer Success organization can be surprisingly similar to developing a startup. The most successful CS programs are constantly tested and revised and tested again.

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Does Your Executive Team Understand Staffing Tradeoffs?

Brad Cleveland Blog

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment.

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Empathy.

Heart of the Customer

A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers. When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives […]. The post Empathy. appeared first on Heart of the Customer.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Why it’s time to listen to our people

Qualtrics

Right now many of your people may be in deep distress. Are you listening to how they’re feeling? Are you listening to what they need? And not only that: are you taking action? Are you listening to your people ? Really listening? Listening is a skill too many of us don’t pay enough attention to. Or we think because we survey our people once a year that our people’s voices are being heard.

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Does Your Executive Team Understand Staffing Tradeoffs?

Brad Cleveland Blog

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment.

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The Surprising Power of Ideas That Don’t Make Sense: Part 2

Beyond Philosophy

In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Today, we are going to discuss in more detail why this works and what you can do to implement these surprising ideas that don’t make sense to encourage the success of your brand. Before we get into that, let me remind you that this issue is based on a conversation we had on our podcast recently with advertising legend Rory Sutherlan

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How, when and if your call center agents should return to the office

NICE inContact

After a cancer diagnosis and undergoing treatment, A NICE inContact employee’s daughter knew she needed to work from home especially during COVID-19. She felt fortunate to have found employment with a call center after undergoing multiple rounds of treatment that resulted in a period of unemployment. Now she was worried about calling in sick or facing the alternative of going to work immuno-compromised.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the