InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement. alphabroder, an industry leader in the promotional products space, provides apparel and additional goods to promotional product distributors, athletic team dealers, and screen printers and employs thousands of associates throughout multiple fa

Apparel 496

Apparel Employee Experience NPS Feedback 496

MyCustomer

JUNE 8, 2023

Evelyn Hamilton discusses the ways in which customer data can streamline the customer experience of travellers, and in doing so, enhance customer loyalty.

Travel 111

Travel Loyalty Customers Customer Experience 111

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Today my son, Matthew, who is in Minneapolis for 4 days with his family, wanted to go to Wally’s in Bloomington, Minnesota. This is one of his two favorite restaurants in the Twin Cities where I live.

Customer Service 105

Customer Service Customer Service Training Communication Download 105

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Customer experience gaps refer to the disconnect between what your customers expect from your brand and what your brand actually delivers.

Customer Experience 62

Customer Experience Financial Brands Customers 62

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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

Interactions

JUNE 8, 2023

Customer service has evolved from being a mere supplementary feature offered by businesses to a vital aspect in fostering enduring relationships with consumers in the competitive market landscape. The Interactions’ survey conducted in March 2023, titled “CX and the Consumer: Pitfalls and Possibilities,” involving 1,000 US consumers, demonstrates how exceptional customer service can be utilized as a potent instrument for cultivating long-lasting connections with customers, leadi

Customer Service 62

Customer Service Exceptional Customer Service Omnichannel 2023 62

Optimove

JUNE 8, 2023

So embedded in our daily lives are omnichannel interactions with our favorite brands that we barely notice if they’re doing it properly. Seamless, smooth, and valuable interactions have become the best way to maintain a valuable two-way relationship. How? Let’s get into it. Reaching customers where you find them with relevant, valuable messaging is critical to remaining relevant and valuable.

Omnichannel 52

Omnichannel Touchpoint Competitive Advantage Consumers 52

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. When people have pleasant, positive reactions while navigating returns or troubleshooting other issues, they’ll want to return to your store or services again and again. That gives companies with stellar customer service a serious competitive advantage.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Airlines Travel 52

Brad Cleveland Blog

JUNE 8, 2023

When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, “I read every comment that comes in.” Wow, what a commitment. And, when determining what actions to take, you can just picture her mulling over different criteria … Continue reading → The post Acting on Feedback: 8 Criteria to Determine What Actions to Take appeared first on Brad Cleveland.

Feedback 47

Feedback Contact Center Call Center Customer Relationships 47

CSM Magazine

JUNE 8, 2023

As a call center agent, your job is to provide excellent customer service and support customers. In this article we’ll explore ways in which AI can be used to enhance customer service and how call center agents can benefit from this innovative technology. Chatbots – The first way AI technology can help call center agents deliver better customer service is through chatbots.

Technology 52

Technology Customer Service Call Center Magazine 52

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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

Retail

Merkle

JUNE 8, 2023

I Am Merkle is our interview series led by Merkle's DEI team, highlighting the exceptional individuals that contribute to the diverse and vibrant work environment at Merkle. Merkle Technology Strategy team recently had the opportunity to engage with one hundred Cristo Rey High School students, leading a full day presentation on consulting and marketing, organized by Merkle.

Consulting 52

Consulting Presentation Technology Engagement 52

CSM Magazine

JUNE 8, 2023

Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans. Calabrio , the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-chan

Multi-Channel 52

Multi-Channel Contact Center Customer Centricity Leadership 52

MyCustomer

JUNE 8, 2023

Quickline partners with leading Salesforce consultancy, makepositive, in specialist £1m+ project Makepositive will implement 8th Jun 2023 Sabio's makepositive in £1m project with Quickline

2023 55

2023 Communication Consulting Customer Service 55

Brad Cleveland Blog

JUNE 8, 2023

When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, “I read every comment that comes in.” Wow, what a commitment. And, when determining what actions to take, you can just picture her mulling over different criteria … Continue reading → The post Acting on Feedback: 8 Criteria to Determine What Actions to Take appeared first on Brad Cleveland.

Feedback 26

Feedback Contact Center Call Center Customer Relationships 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

Forrester's Customer Insights

JUNE 8, 2023

In my marketing career, I don’t recall a time where my goal was anything other than to drive (or at least meaningfully contribute to) brand and company growth. If a brand was growing — grow more! If it was declining — turn it around!

Brands 26

Brands Marketing B2C Customer Experience 26

dscout People Nerds

JUNE 8, 2023

New tools like ChatGPT will inevitably have an impact on user research. But what that will look like is up for debate.

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Uplight

JUNE 8, 2023

Hannah Bascom recently joined Uplight as our Chief Market Innovation Officer, helping the brand, corporate marketing, product marketing, and market development teams spotlight the work that Uplight is doing to power the clean energy transition. Learn about Hannah’s background, what she brings to Uplight, and why she chose to be a part of our mission.

Innovation 52

Innovation Marketing Brands 52

Gainsight

JUNE 8, 2023

If you know anything about me or my leadership style, one thing is for certain: my strategies for being a CEO and a dad have some overlap. For both, I have the same five Taylor Swift puns ready to go on repeat (It’s me, hi, I’m the problem, it’s me), I will always try to capture Brené Brown’s empowering vulnerability, and I will always look to my family for inspiration.

Definition 52

Definition Leadership 2023 2020 52

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.

Customer Insights

dscout People Nerds

JUNE 8, 2023

Not the time to study people who aren’t your users is a big missed opportunity. Learn how and when to test the right participants.

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Kustomer

JUNE 8, 2023

Successful organizations today are those that prioritize providing excellent experiences for customers. For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services. Anticipating customer needs begins with a customer relationship management (CRM) platform that provides a streamlined, 360-degree view of all customer transactions and in

Financial 88

Financial Omnichannel Loyalty Consumers 88

BirdEye

JUNE 8, 2023

Do you want to be found by local customers, optimize your local marketing campaigns, and improve your reputation within your l community? If the answer is yes, you should focus on local search engine optimization, or local SEO. Investing in local SEO can be highly beneficial for businesses looking to grow rapidly. But more often than not, businesses don’t have any way of knowing whether their efforts have any impact.

Metrics 98

Metrics Insights Information Demo 98

Forrester's Customer Insights

JUNE 8, 2023

Every day, I speak with enterprises using or aspiring to use the internet of things (IoT). Much of what they want to know are the primary use cases where it can serve them. For this reason, I lean on a combination of quantitative and qualitative insights to build out a use-case heat map by industry.

Insights 26

Insights Blog 26

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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.

Information

SmartKarrot

JUNE 8, 2023

In today’s momentarily evolving business landscape, it is quite common for business leaders and managers to be hoarded with lengthy ‘to-do lists’. And it is also quite common to get overwhelmed looking at the sheer number of tasks that need to be attended to and accomplished each day. Enter task management platforms. These platforms, which streamline work and collaboration, also provide a dedicated feature to handle to-do lists!

Management 10

Management Customer Success Document B2B 10

Forrester's Customer Insights

JUNE 8, 2023

The functions-as-a-service (FaaS) market is developing rapidly as vendors elevate their offerings to meet enterprise needs. Driving demand is a shift from the cloud-born startup development shop to the large-scale enterprise, where FaaS platforms are helping developers rapidly deploy new capabilities into production without wrangling with Kubernetes clusters or building out application servers.

2023 26

2023 Marketing Customers 26

Forrester's Customer Insights

JUNE 8, 2023

Forrester started covering Zero Trust (ZT) adoption in APAC in early 2020, when Zero Trust was largely touted as a buzzword in our region. At the time, this inaugural APAC specific ZT research showed that while ZT is mainstream in US and Europe, it was slowly but surely gaining adoption in APAC.

2020 26

2020 26

Forrester's Customer Insights

JUNE 8, 2023

Despite economic uncertainty, the job market remains tight. This is especially true for tech workers. Yet there is an undertapped labor resource to help address this problem. Although people with autistic traits are more likely to pursue STEM degrees, they are disproportionately overqualified for the roles they are in.

Marketing 26

Marketing Management 26

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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.

Customer Engagement