Experience Investigators by 360Connext
DECEMBER 15, 2020
Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
ChurnZero
DECEMBER 15, 2020
Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp is a leading provider of professionally developed pre-employment screening. Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.).
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One Millimeter Mindset
DECEMBER 15, 2020
If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. First, they create top-of-mind lists of internal clientele they serve. Next, we conduct the forensic portion of this exercise.
ShepHyken
DECEMBER 15, 2020
Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection. Top Takeaways: Customer success and customer support are related, but different.
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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.
Strikedeck
DECEMBER 15, 2020
Vincent Manlapaz, in an interview with Mary Poppen talks about managing customer expectations. How do we support customers amid this global pandemic and the lessons it teaches us?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Integrity Solutions
DECEMBER 15, 2020
Effective sales coaching yields results, and sales leaders intuitively seem to understand this. So where’s the disconnect? Why isn’t everyone putting their energy and attention behind something they know will deliver results? You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. Productivity, retention, engagement, adaptability and performance are just a few of the benefits coaching has been shown to deliver.
SMG CX
DECEMBER 15, 2020
Prioritizing the employee experience (EX) has never been more critical. From employees’ heightened standards of a safe + healthy work environment to the continuous need for improved diversity, equity, + inclusion (DEI) efforts, organizations must work harder to understand what matters most to employees and create the kind of employee-centric culture that wins their loyalty.
CSM Magazine
DECEMBER 15, 2020
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.
SurveySparrow
DECEMBER 15, 2020
The phrase Employee Satisfaction is used to denote how satisfied employees are with their work environment. How satisfied employees are with their jobs plays a key role in their overall well being. Satisfied employees tend to be more productive, boosts up the team morale and are more likely to come up with innovative ideas. In short, Employee satisfaction is an important metric that indicates the overall health of an organization.
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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
iPerceptions
DECEMBER 15, 2020
Looking for a customer engagement CRM solution, or looking to switch to a new one? Here are some ideas to help get your research started. The post CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You appeared first on Astute.
Myra Golden
DECEMBER 15, 2020
Last week I told you about De-escalation Academy, and immediately I got a ton of questions. You might have questions, too. So, I’m sharing the top four questions that I answered for new students last week. What is the total time commitment for the Academy? The total classroom training time is 75 minutes, spread out over four days. I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece).
LoyaltyPlus
DECEMBER 15, 2020
Centurion, South Africa, 15 th December 2020. Air Senegal the fast growing West African long-haul and regional airline, launches its Teranga Frequent Flyer Programme in partnership with solution provider LoyaltyPlus. With ambitions to connect the world to Senegal and West Africa, through the Dakar hub, the Teranga Programme marks a significant step towards that goal for Air Senegal.
SurveyGizmo
DECEMBER 15, 2020
Alchemer drives customer-centric transformation while safeguarding customer data. Louisville, Colorado, December 15, 2020 — Alchemer, one of the world’s leading customer experience (CX) and voice-of-the-customer (VoC) platform providers, today announced that it has earned ISO 27001 certification from NSF International. “Properly managing customer information and ensuring data privacy is critically important to our customers,” said, David Roberts, CEO of Alchemer.
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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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Forrester's Customer Insights
DECEMBER 15, 2020
I remember the first time I saw a Google Doc. It was sometime in 2008, and people interested in collaboration and “Enterprise 2.0” on Twitter were circulating a link to a list of like-minded tech professionals. I clicked on the link, and my jaw dropped. The document looked like it was alive. There were about […].
Grade.us
DECEMBER 15, 2020
Reading Time: 11 minutes. What’s the easiest way to reach every neighborhood in your area? You use the hyper-local platform Nextdoor. Research shows Nextdoor is available in all neighborhoods in America. Their platform has 27 million active monthly users, and they’ve defined more than 236,000 neighborhoods, which means there’s a very good chance they reach customers in your local area.
Vanilla Forums
DECEMBER 15, 2020
Hello and welcome to the end of 2020! It’s been quite the year here at Vanilla, and despite all the twists and turns, it hasn’t slowed our teams down. Most recently, we wrapped up our Conversations event in November, which showcased over 35 speakers across the industry and gave us a chance to highlight all the functionality that’s been added to Vanilla over the past year.
delighted
DECEMBER 15, 2020
It’s no secret that capturing feedback from clients, employees, and potential customers is essential for building a foundation in experience management. But, organizing and standardizing team processes around feedback data can seem daunting, especially if it’s a manual process. That’s why we’re excited to announce three key integrations available to you today!
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.
Bizagi
DECEMBER 15, 2020
What is Process Modeling? Process modeling is the graphical representation of business processes or workflows. Like a flow chat, individual steps of the process are drawn out so there is an end-to-end overview of the tasks in the process within the context of the business environment. Modeling allows visualization of business processes so organizations can better understand their internal business procedures so that they can be managed and made more efficient.
CXApp
DECEMBER 15, 2020
Like it or not, the world is a different place now than it was even just a half a year ago. Everyone, and every business, has been affected.
Forrester's Customer Insights
DECEMBER 15, 2020
What do you do when you absolutely must get your vaccine to the destination on time and keep it very, very cold? Advances in Internet of Things technologies are make it possible to monitor temperatures of vaccine shipments in transit. On December 11, 2020 the US Food and Drug Administration gave its stamp of approval […].
Perceptive
DECEMBER 15, 2020
Christmas has always been an important time of year for Kiwi consumers—and the businesses they buy from. However, 2020 has seen the mindset and behaviour of many New Zealanders shift. Over the last nine months, nesting has come to the fore as people sought to improve the comfort and functionality of their homes. We’ve seen a resurgence to buy local , and a normalisation of flexible working brought on by necessity.
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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.
Confirmit
DECEMBER 15, 2020
NHBC is the leading warranty and insurance provider for new homes in the UK. NHBC run the only award scheme in the UK that recognizes the contribution a site manager makes to a development, called ‘Pride in the Job’ In this video, Matthew Ross, NHBC, share how they use Confirmit to drive their industry-leading award scheme. 2020 ACE Award winners in the Digital Success category.
Bold360
DECEMBER 15, 2020
This post originally appeared on our LogMeIn blog. —. Yesterday , SolarWinds , a widely used security and IT management tool , issued a security advisory notifying customers of a cyberattack to their systems that inserted a vulnerability within the SolarWinds® Orion® Platform software builds for versions? 2019.4 HF 5? and ?2020.2? with no hotfix installed ?
Forrester's Customer Insights
DECEMBER 15, 2020
This progress from methodology vendors is encouraging for sales leaders, sales enablement teams, and for the vendors themselves.
Totango
DECEMBER 15, 2020
Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention. In this blog, you’ll learn: Why customer success is so important. How customer success drives customer experience.
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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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