Forrester's Customer Insights
NOVEMBER 9, 2020
After a year of interviews and a review of Forrester’s 20-year history of research into professional and technology services — global delivery, cloud integration, asset-based consulting, and digital transformation — we have reached a conclusion: We live in a post-cloud world. When companies can tap the value and innovation of 100,000 business and technology services […].
ShepHyken
NOVEMBER 9, 2020
Each week I read a number of 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. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. (ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.
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Zeisler Consulting
NOVEMBER 9, 2020
I wouldn’t be a self-serving, self-promoting consultant if I didn’t have a few frameworks to show you, so at the risk of shaming myself and losing my membership card, here’s another one. Over the course of five articles, I’ll get into each of them, but here I’ll lay out what I term the Principles of Good CX. We’ll start with Getting It Right, or GIR.
transcosmos Information Systems
NOVEMBER 9, 2020
Intro. Zendesk Customer Experience Trends Report 2020 showed that 51% of customers wish to receive an answer to their questions in less than 5 minutes on the phone when they contact companies for support. At Transcosmos we understand the expectations of the customers and utilize the best tools to fulfill their needs. As part of the Transcosmos Knowledge Management System, we create, maintain, and use knowledge base systems to provide our clients with fast, informative, clear, and relevant respon
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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.
PK
NOVEMBER 9, 2020
Retail brands develop loyalty programs to get customers to do more of something. Buy more often. Visit more frequently. Put more in your shopping cart. They are trying to create […]. The post Patient loyalty: What healthcare can learn from retail appeared first on PK.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Hallmark Business Connections
NOVEMBER 9, 2020
Employees look forward to celebrating major holidays with co-workers at in-office or off-site events. To be sure, this year’s festivities might look a little different due to the current climate. But don’t strike the idea of practicing employee appreciation at the holidays just because this year’s been rocky. Even if you can’t get your workforce together, you can still find clever ways to support, honor, and thank workers for their tremendous contributions.
SurveySparrow
NOVEMBER 9, 2020
The global human resource management market is expected to reach USD 38.17 billion by 2027. Yes, that’s the popularity of HR tools and HR management software among modern millennial users. From recruiting, onboarding process to taking feedback, HR management software automates everything! But, finding the right HR tools or Human Resource Management Software for your organization is not child’s play.
CSM Magazine
NOVEMBER 9, 2020
Susan Frappell is a 23-year old based in Nuneaton, Warwickshire. She was an apprentice and used Alison.com in her spare time around her studies to gain a diploma in customer service. As a result, Susan secured a job in store support at the head office for a health food retailer which she had previously applied for five times. She has since gone on to secure a promotion at the company and now works as a manpower planning coordinator. “In 2016 I was doing my apprenticeship in admin w
Forrester's Customer Insights
NOVEMBER 9, 2020
Banking Leaders: Make Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries, including banking, face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath.
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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
CSM Magazine
NOVEMBER 9, 2020
Lawyers offer society a very valuable service. They help people get the money they deserve after an accident, they help bring justice to those that have been wronged, and they keep people safe with how they handle cases in and outside of the courtroom. Unfortunately, sometimes society does not always like lawyers. They can be the butt of many jokes, but one thing that people find that is lacking with legal representatives and teams is their customer service.
SmartKarrot
NOVEMBER 9, 2020
Role: Enterprise Customer Success Regional Director Location: Clearwater, FL, US Organization: KnowBe4 The Enterprise Customer Success Regional Director will be responsible to take extreme ownership in developing high performing Enterprise Customer Success teams and successfully manage the daily, weekly, monthly, and quarterly production. Track, manage, and ensure that the Enterprise Customer Success teams are delivering exceptional customer experiences.
Oracle
NOVEMBER 9, 2020
We ‘re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. When reviewing the finalists’ submissions for the Oracle “ Thinker Award for Best Innovation in Sales ,” it became clear that successful innovation give
NICE inContact
NOVEMBER 9, 2020
Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NICE inContact, as well as for our partners. The company was recently recognized by three Master Referral Partners for our significant contributions to the respective partnerships—and to growing sales—for each.
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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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Survicate
NOVEMBER 9, 2020
The post Top 10 Surveys Used by Customer Support in 2020 appeared first on Survicate.
Gainsight
NOVEMBER 9, 2020
This is part 7 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. Ask people whether they like video games and you’ll get answers across the board. One of our interviewees, Lauren Stefano, Director of Customer Marketing at Seismic , loves MarioKart. But Eve Alexander, Sr. Director of Product Marketing at Seismic, didn’t get to play games as a kid and is only discovering them now. .
Customercount
NOVEMBER 9, 2020
Happy 21st birthday Mobius Vendor Partners. Our cornerstones of Assessment, Design, Deployment and Management are the most precise way of determining the best possible solutions. The post Happy 21st Birthday Mobius Vendor Partners appeared first on CustomerCount.
Gainsight
NOVEMBER 9, 2020
This is part 8 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. There is a feeling shared by professionals on both customer success and product teams: It is an ambient anxiety that some decision you’ve made could turn out wrong and upset clients. “Sometimes customer success feels like the classic arcade game Frogger ,” says Kevin Meeks, VP of Global Customer Success Management and Renewals at Splunk.
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.
Circular Edge
NOVEMBER 9, 2020
During InFocus this year, the Oracle JDE Product Teams gave us a sneak peek of the new and exciting features now available in Tools 9.2.5. As a CNC myself, I enjoyed attending and presenting on several virtual sessions that showcased the tools, technologies and approaches that others are using to simplify, automate and optimize some of the common system administration tasks and processes.
Gainsight
NOVEMBER 9, 2020
This is part 9 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. We tend to think of businesses as being fairly fixed things, but they change all the time. Consider the dominant player in 1990s video games, Nintendo. We associate it with Super Mario Brothers, but the company was founded in 1889 and has variously sold playing cards, manufactured instant rice, and rented taxis.
CSM Magazine
NOVEMBER 9, 2020
Injuries are an unfortunate part of our everyday lives. You are never sure what might happen to you in the next minute wherever you might be. The best one can do is be ready to take the right action after you have been injured. In many instances, a person is injured because of a mistake made by another person. In this case, one can file a personal injury claim to seek compensation for the damages and losses they suffered due to the incident.
Forrester's Customer Insights
NOVEMBER 9, 2020
As brands increasingly use different types of partners to reach, influence, transact, and retain customers, partner relationship management (PRM) solutions are being asked to serve both traditional and nontraditional channels at a new level of scale and personalization. Managing these growing ecosystems in a consistent, predictable, and productive way is critical to the success of […].
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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.
Kitewheel
NOVEMBER 9, 2020
This political campaign cycle was a record-breaking one. Not only did a record number of people vote, but campaign spending and alternative voting submissions were up as well. Unfortunately, election stress rates were also much higher, representing a “significant cause of stress” to over 67% of Americans. There are a number of reasons voters felt the pressure from the polls, but there was one issue that could have been resolved in advance: poor campaign communications.
Forrester's Customer Insights
NOVEMBER 9, 2020
The COVID-19 pandemic unequivocally changed how employers think the workforce could and should look like. As firms have been growing more acclimated to the “new normal,” insider threats, breaches, and employee unrest are on the rise. You need to know which security vendors fit your needs and which strategies to take. As we head into month […].
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