Help Scout

OCTOBER 26, 2021

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well.

Metrics 113

Metrics Article Customers 113

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization! While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.

Presentation 490

Presentation Connections Brands Insights 490

Alida

OCTOBER 26, 2021

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX). New product features include AI-driven text analytics and dashboards, improvement to administrative tasks for Alida Touchpoint users, and easier integration into 100s of third-party customer systems.

2021 246

2021 Touchpoint Employee Experience Brands 246

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Winning SaaS platforms included ChurnZero, Hopin, Intercom, CallRail, and Chargify.

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2021 Net Promoter Score NPS Document 98

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

SurveyGizmo

OCTOBER 26, 2021

Finding the right survey solution for your enterprise is as much about knowing what you want to do with surveys as understanding how to navigate your internal approval processes. Most survey solutions will help you with a simple poll of how people feel or help you build a form to find out what people want to eat. But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer.

Omnichannel 98

Omnichannel Feedback Employee Experience Download 98

ShepHyken

OCTOBER 26, 2021

Customer First, Business Second. Defining Success from the Customer’s Perspective. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.

B2B 74

B2B Consulting Metrics Definition 74

Steve DiGioia

OCTOBER 26, 2021

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them. There is mutual agreement of cooperation on both sides created by the efforts of each. A business can and will dictate work rules and responsibilities.

Blog 105

Blog Customer Service Customers Management 105

Optimove

OCTOBER 26, 2021

Schedule a demo RIGHT HERE at SBC. See what Optimove can do for you. Ready to scale your CRM Marketing? Optimove helps high-velocity, promotional, data-centric brands scale CRM Marketing, intelligently: Easily access your unified customer data and leverage advanced AI and ML that surfaces valuable engagement opportunities. Continuously optimize your campaigns and journeys by leveraging self-optimizing algorithms and one-click recommendations.

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Demo Measurement Interaction Marketing 98

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy.

Customer Success 96

Customer Success Customers Customer Engagement Communication 96

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. QA reviewers scratch the surface of team performance, but with so many interactions and so little time, aren’t able to dive deeper.

Call Center 52

Call Center Management Contact Center Feedback 52

Gainsight

OCTOBER 26, 2021

An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience. Gainsight administrators play a crucial role in Customer Success Operations (CS Ops) by ensuring that customer success managers (CSMs) have all the tools and information they need to optimize the customer experience. Admins are not only responsible for flipping the switches in Gainsight software but also for determining how the software should be configured to help CS Op

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Multi-Channel Document Customer Success Management 52

CSM Magazine

OCTOBER 26, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in WorkL Workplace of the Year Awards 2021, supported by The Telegraph, which acknowledges businesses with high employee engagement. Over 19,000 organisations have been entered by their employees into the WorkL Workplace Awards, spanning across 26 industry sectors.

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2021 Engagement Information Marketing 52

CustomerSuccessBox

OCTOBER 26, 2021

The Customer Success Operations (CS Ops) role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. However, it can be a daunting task, especially if you’re just getting started. CS teams are expanding and new roles are emerging. Since CS is maturing as a specialty, roles (specifically) like Customer Success Operations (CS Ops) are gaining upper hand.

Customer Success 52

Customer Success Customers Metrics Technology 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

CSM Magazine

OCTOBER 26, 2021

Being your own boss can be a satisfying and rewarding experience, yet independent contractors still have to contend with their fair share of challenges from day to day. Keeping customers happy is arguably at the top of the list of priorities, and when you work for yourself you cannot offload customer service responsibilities to anyone else. With that in mind, here are six ways to ensure your customers and clients are well supported even if you have no one else to rely on for backup.

Customer Service 52

Customer Service Customers Interaction Connections 52

Integrity Solutions

OCTOBER 26, 2021

With the stakes higher than ever, organizations recognize that coaching plays a critical role in engaging employees, reducing turnover and improving overall business performance. So why are most of their coaching efforts failing? In the face of competing business priorities, increased workloads and broader responsibilities, every leader is feeling the pressure.

Management 74

Management Document Culture Communication 74

SAP Customer Experience

OCTOBER 26, 2021

Streaming services have seen major growth during COVID-19 as lockdown regulations encouraged people to stay indoors, shifting consumer behavior. How can streaming services remain relevant after the pandemic? Results from a survey show that customer experience is key. Erik Vogel, Qualtrics, and Richard Whittington, SAP discuss more findings on the.

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Consumers Customer Experience Customers 60

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy.

Customer Success 52

Customer Success Customers Customer Engagement Communication 52

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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

Magellan Solutions

OCTOBER 26, 2021

These are the pros and cons of outsourced technical support that you should know. In the modern business landscape, outsourced technical support is a necessity. Nowadays, IT outsourcing often involves the following: Software development, . Remote e-commerce processes. Data management. Application design, development and maintenance. Cloud and networks management.

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E-support E Commerce Technology Financial 52

SAP Customer Experience

OCTOBER 26, 2021

Jessica is about to get married. No, not a big event, just friends & family. White dress, yes, for sure. She dreamt about that when she was a kid. Henry, no, he would not dare to bring his new girlfriend. I don’t know Jessica or Henry. But some chatter just.

Events 56

Events Banking Customer Experience Customers 56

MyCustomer

OCTOBER 26, 2021

Engagement Take our 5 minute survey to improve MyCustomer.

Engagement 68

Engagement 68

Forrester's Customer Insights

OCTOBER 26, 2021

Forrester predicts more change in 2022 across CX, EX, technology, and marketing. Get a sneak peek at five of Forrester's 2022 predictions, and then download our guide to help inform your 2022 strategy.

2022 49

2022 Download Technology Marketing 49

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

MyCustomer

OCTOBER 26, 2021

Sunnyvale, CA [October 26, 2021): eGain Corporation (NASDAQ: 26th Oct 2021 eGain platform picked for customer engagement

Customer Engagement 40

Customer Engagement Insurance Engagement 2021 40

Forrester's Customer Insights

OCTOBER 26, 2021

Forrester sees 2022 as a tale of two B2C CMOs: Some will be sidelined by the likes another chief “something” officer. However, elite CMOs (those with data, martech, customer experience, and product chops) will capitalize on this moment in time to duly expand their remit across the marketing mix.

2022 48

2022 B2C Marketing Customer Experience 48

MyCustomer

OCTOBER 26, 2021

Engagement Take our survey to help us help you.

2022 52

2022 Engagement 52

Qualtrics

OCTOBER 26, 2021

The pandemic changed peoples’ lives, and their work needs to adapt to them, not the other way around. Learn from experts on how to retain top talent, make future-of-work decisions, address DEI gaps, recruit the best candidates, and ensure that employees can thrive in a hybrid work model. There’s a max exodus of employees quitting and trends say it’s going to be the norm for the next nine to 12 months, at least.

Webinar 26

Webinar Employee Experience 2021 Communication 26

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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