CSM Magazine
SEPTEMBER 23, 2020
Data can wield tremendous power in the eCommerce race. With more players than ever, securing data about your customers, competitors, and the market can be decisive. Since people and markets are always changing, data should be updated continuously. Constantly searching for new data can improve strategic business decisions, understand customers, and reduce marketing costs.
ShepHyken
SEPTEMBER 23, 2020
Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. Before we go further, you should know this isn’t a super-competitive league.
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Eptica
SEPTEMBER 23, 2020
Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Published on: September 23, 2020. Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved.
Team Support
SEPTEMBER 23, 2020
The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive. In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector.
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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.
Myra Golden
SEPTEMBER 23, 2020
Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ChurnZero
SEPTEMBER 23, 2020
ChurnZero is being recognized for giving back to their community with a 2020 Tech Cares Award from TrustRadius. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award. This award celebrates companies that have gone above and beyond to provide their communities, clients, and front line workers with support during the COVID-19 crisis. . “ We may not be saving the world from COVID (the real heroes are in heal
Vanilla Forums
SEPTEMBER 23, 2020
Too often, organizations fall into the trap of viewing business value with a money-in, money-out mentality, and as a result, end up putting customer experience on the backburner. This is a big mistake. Every action or inaction has a consequence even if you can’t actually see the pretty penny attached to it, and the fans of your brand are watching your every move.
SurveySparrow
SEPTEMBER 23, 2020
On average, 64% of employees report that they do not have a strong work culture. And, 18% of employees said they intend to stay with their organization for one year or less! The reason? They don’t have job-satisfaction or feel engaged with their work. Solution? Smooth employee journey and serene employee experience. The employee experience concept is one of the most valuable concepts that focuses on employee engagement in the workforce.
The DiJulius Group
SEPTEMBER 23, 2020
In today’s episode, customer experience expert John DiJulius talks with health & wellness expert Dr. Paul Bizjak. Dr. Paul Bizjak is a serial self-experimenter, working to test success & wellness theories in an effort to help others live their best life possible. His more than 22 years in his private chiropractic practice, caring for thousands.
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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
Daniel Group
SEPTEMBER 23, 2020
It’s time to make Customer Experience fun again! In this challenging year, we’ve all learned we need to have fun just to stay sane. Your Customer Experience program needs a little humor to thrive too. In my recent blog, Using Humor to Create Unexpected Customer Experience, I share how a Charlotte hardware chain uses humor to engage its customers.
Bold360
SEPTEMBER 23, 2020
The coronavirus pandemic has upended your members’ lives, whether due to financial hardship, health concerns, or lifestyle changes. As a credit union, you’ve always been there for your members, but a public health crisis coupled with economic uncertainty means members are counting on you for financial information and help. Perhaps your credit union has been fielding member calls about applying for Paycheck Protection Program (PPP) loan forgiveness.
Forrester's Customer Insights
SEPTEMBER 23, 2020
If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange — we do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. After […].
NICE inContact
SEPTEMBER 23, 2020
There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times. But the reality is, these agents aren’t waking up in the morning with the goal of making your life more difficult!
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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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MyCustomer
SEPTEMBER 23, 2020
Loyalty Lessons from change management to drive CX success.
Playvox
SEPTEMBER 23, 2020
The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long.
Oracle
SEPTEMBER 23, 2020
Growing your email list is a challenge. Email list churn makes that challenge even harder. That’s because you have to replace every subscriber who unsubscribes, reports your emails as spam, or becomes chronically inactive just to keep your list size steady, much less grow it. It’s like walking up a down escalator. The more your list churns, the faster you have to go to avoid losing ground.
Uplight
SEPTEMBER 23, 2020
At Uplight, our goal is to help utilities power the customer energy action experience, so it’s important that we keep our pulse on how utility customers engage with their utility. This summer, we partnered with See Change Institute to ask 1,000 customers in the U.S. how they engaged with their utility, about their communication preferences, Read More.
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.
Qualtrics
SEPTEMBER 23, 2020
Originally published on Forbes.com. Since the pandemic began, Net Promoter Scores have collapsed across all 20 industries benchmarked by the XM Institute. As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up.
Forrester's Customer Insights
SEPTEMBER 23, 2020
One major trend we see is an amped-up focus on retention — keeping customers and ensuring they achieve value.
mopinion
SEPTEMBER 23, 2020
The concept of going digital has been gaining ground in the CX space for years. This is by no means new. However, in the midst of the current crisis, this motivation has since accelerated, pushing organisations to embrace digital solutions and the digital customer experience. As a result, the CX space remains a thriving one, […]. The post The Biggest CX Software Acquisitions in 2020 appeared first on Mopinion.
SMG CX
SEPTEMBER 23, 2020
Whether your brand is already in holiday prep mode or slightly late to the game, SMG’s most recent research—gathered through our proprietary market intelligence tool BrandGeek®—will be a useful source as you navigate your way through this unprecedented holiday shopping season.
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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.
Martin Hill-Wilson
SEPTEMBER 23, 2020
I was challenged by Leigh Hopwood, the CCMA’s new CEO to provide a 90 second summary of technology needs in today’s service world. This is what was shared at the 2020 virtual awards. Continue reading The Technology Now Needed For Customer Service at BrainFood.
Qualtrics
SEPTEMBER 23, 2020
More than 6 months (and counting) into the thick of the pandemic employers and leaders are facing a new challenge: the Fall reset. Here’s what you can do to support your people. As Brené Brown explains: “We’re neuro-biologically wired for something to happen in September… it’s our new year. Work ebbs and flows in the summer. We have this really deep excitement and anxiety reduction when we get back to [routine].
Forrester's Customer Insights
SEPTEMBER 23, 2020
For our latest evaluation in the merchant payment provider space, Forrester identified ten leading vendors and spent the last four months analyzing their offering via a combination of briefings, demos, capability assessments and customer reference checks. Specifically, we evaluated ACI Worldwide, Adyen, Cybersource, Fiserv, Global Payments, J.P. Morgan, PayPal, Stripe, Worldline, and Worldpay from FIS. […].
Keatext
SEPTEMBER 23, 2020
The post Heyday’s chatbot: Improving CX with conversational AI appeared first on Keatext.
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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.
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