IntouchInsight
JUNE 17, 2020
In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines.
Innovative CX
JUNE 17, 2020
Is your organization reducing customer experience funding? Are CX leaders and staff members being let go? Is the pandemic being used as an excuse for delivering poor customer experiences? Is your online customer service experience getting better or worse? Don’t get me wrong. It’s imperative that organizations ensure the safety and well-being of all their employees across every function of their business during this pandemic crisis.
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inSided
JUNE 17, 2020
A lot has been spoken (and documented) about the importance of customer experience as a prime differentiator for businesses—even before the COVID-19 crisis began. And with this pandemic upending businesses world-over, more and more companies are looking for ways to hold the customer's attention, and gain their trust.
ShepHyken
JUNE 17, 2020
I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? What if renewal simply meant that the customer comes back—again and again? While repeat business may not be as steady as a subscription renewal, it can still be tracked in a similar way.
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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.
Customer Bliss
JUNE 17, 2020
We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. We have seen that companies have the ability to be flexible and pivot swiftly, through uniting their organizations to focus on the most important things and deliver value that people need now to achieve their goals.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
JUNE 17, 2020
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. Where you start with VoC depends on your level of maturity. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.
NetBase
JUNE 17, 2020
With health and safety on everyone’s mind, businesses are finding whacky to practical ways to encourage social distancing. Restaurants are using pool noodle hats and bumper boat-like tables to keep customers a safe distance apart, while simultaneously lightening the mood and lifting spirits. It’s all in the name of adaptation and finding fun, creative (and hopefully consumer-enticing) ways to embrace this new normal.
Feedbackly
JUNE 17, 2020
Now more than ever we live in an ever-changing business environment and also businesses face this pandemic like never before. The COVID-19 pandemic has.
CSM Magazine
JUNE 17, 2020
The New Platform Raises the Bar for Live Digital Customer Engagement. Vee24 , the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement. The release is currently live in production with more than 100 clients globally who are using the platform to allow sales, marketing, and service agents to collaborate with customers in ways that were not previously possible.
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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
Feedbackly
JUNE 17, 2020
Social media has proven to be a powerful and indispensable tool for businesses at present. It has changed the conventional ways through which brands. Source.
CSM Magazine
JUNE 17, 2020
EBI.AI, an advanced Artificial Intelligence (AI) lab in the UK, has announced that Coop Sweden, one of the largest grocery retailers in the country, has successfully started to preview its virtual assistant, Cooper. . This marks the first significant milestone since EBI.AI was chosen by Coop Sweden earlier this year to build the world’s foremost grocery retail AI assistant.
The DiJulius Group
JUNE 17, 2020
1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 2 By John DiJulius, Chief Revolution Officer Last week we introduced you to the importance of training all your employees how to execute video meetings flawlessly with Part 1 of What You Should Always and Never Do in Remote Meetings. Part. Read Full Article. The post What You Should Always and Never Do in Remote Meetings: Part 2 appeared first on The DiJulius Group.
Talkdesk
JUNE 17, 2020
Diversity, Equity and Inclusion (DE&I) are not just buzzwords anymore, they are crucial parts in the DNA of today’s organizations. Cultivation of initiatives centered around DE&I creates a culture of openness and mutual support that nurtures employees and facilitates innovation. This can bring outstanding results for both growing and well-established companies.
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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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The DiJulius Group
JUNE 17, 2020
Today’s guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle’s Best, and Restaurants Unlimited. Craig is the embodiment of world-class customer service. It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful three-year journey. Rather, it’s a.
inmoment
JUNE 17, 2020
Delivering an effective customer experience is a journey, not a destination. If brands want to achieve transformational success, positively affect the bottom line, and create a difference for their customers, they need to not only listen to those individuals, but also understand who they are, what they’re seeking, and the experiences they’re having.
Gainsight
JUNE 17, 2020
Welcome to our Change the Game in 5 mins Series. Today I’m chatting with Lorna Henri , a customer success trailblazer and Global Vice President of CS, TAM, and Support at Mapbox. I wanted to talk with Lorna about hiring rockstar CSM and TAMs who are personable enough to build relationships and technical enough to know the product inside and out. After all, isn’t that every CS leader’s dream?
Circular Edge
JUNE 17, 2020
The CE team just wrapped up our first ever virtual conference experience with the Quest Forum Digital Event, which featured hundreds of customer success stories , educational sessions, Oracle updates , networking and reimagined exhibit experiences across several weeks (if you missed Innovation Week , I did publish a recap blog which includes links to the JDE Keynote & Roadmap as well as AtomIQ & Smart Scheduler demos).
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
JUNE 17, 2020
Want to understand more about diversity and inclusion ? One small step to take today is to diversify your social feeds. Here are some crucial thought leaders to start following today. Learn strategies to create a culture of inclusion in this X4 session. We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity.
Forrester's Customer Insights
JUNE 17, 2020
Product makers have pushed tech smarts beyond our phones and PCs into gear and gadgets, but many smart, connected products are not so smart. Whether it’s the latest connected harvester or a new smart speaker, the user experience often falls short of rising expectations. Adding sensors and remote-control using Internet of Things (IoT) tech in […].
MyCustomer
JUNE 17, 2020
Engagement Why Voice of the Employee is more vital than ever.
Forrester's Customer Insights
JUNE 17, 2020
The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new normal” are, well, the new normal as infection and social unrest sweep the globe. It’s easy to get swept up in the zeitgeist of revolution, […].
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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.
MyCustomer
JUNE 17, 2020
Engagement How to pitch CX initiatives & overcome objections.
CSM Practice
JUNE 17, 2020
The job market is wide, it has a lot of opportunities that can be offered to job-seekers. However, as a result of the outbreak of COVID-19, the future of the labor market is unprecedented and the competition of job-seeking will change dramatically. Many applicants are on the hunt for a job. Landing the right job may be difficult as a result of the COVID-19 pandemic, this might be what job seekers are thinking today.
Qualtrics
JUNE 17, 2020
Is your company fully leaning into workplace diversity and inclusion? It not only creates a sense of belonging for your people, but also gives your company a competitive advantage. Here’s a closer look at the benefits of diversity and inclusion – and steps for achieving your D&I goals. If your company’s diversity and inclusion program aspires to go beyond the silo of HR – and achieve its mission of attracting, retaining , and developing diverse talent – read on.
Gainsight
JUNE 17, 2020
One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. What’s so compelling about the book, even six years after its publication, is that it’s built around the principle that there are no easy answers or quick fixes in leadership.
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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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