CSM Magazine

FEBRUARY 14, 2023

Melissa Copeland, Principal at Blue Orbit Consulting reveals six predictions for a successful contact center in 2023. 1. Technology Alone Is Not the Answer Self-service is not the only solution to the labor shortage, nor is technology the only answer to reducing costs. Technology is a key building block, but it is only one tool in the whole kit. Savvy organizations recognize that technology alone is not the answer.

Contact Center 52

Contact Center 2023 2022 Consulting 52

ShepHyken

FEBRUARY 14, 2023

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.

Customer Service Training 149

Customer Service Training Online Experience Customer Service Information 149

BirdEye

FEBRUARY 14, 2023

Whether a small business or a large corporation, your business’s online reputation is more important than ever. The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market.

Consulting 97

Consulting Management Social Media Multi-Channel 97

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

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Customers

Maru Group

FEBRUARY 14, 2023

By Glyn Luckett Maru/Matchbox | February 2023 Due to inflationary pressures in the global economy, budgets and spending has come under scrutiny in many organizations. One area where spending is likely to come under pressure is learning & development training (L&D). Learning at all levels of the organization sets the foundation for success in many ways, including retaining top talent, increasing employee satisfaction in the workplace, and better customer service.

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ROI 2023 2019 Measurement 78

CSM Magazine

FEBRUARY 14, 2023

Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Waterfield Tech , a leading global customer engagement solutions provider, today shared business growth highlights for 2022. Underscoring Waterfield Tech’s ability to offer customers the benefits of one of the industry’s fastest-growing and most deeply experienced conversational AI (CAI) practices, the company successfully completed tw

2022 52

2022 Contact Center Competitive Advantage Omnichannel 52

SurveyGizmo

FEBRUARY 14, 2023

First-to-market features drive deeper engagements to increase customer adoption, retention, growth, and advocacy. LOUISVILLE, Colo. – February 14, 2023 – Alchemer – a global leader in experience management and enterprise feedback technology – today announced the launch of Alchemer Workflow. Alchemer Workflow leverages Alchemer’s award-winning heritage to deliver the fastest, easiest, most effective way to close the feedback loop with customers and employees.

Feedback 52

Feedback 2023 Customer Retention Connections 52

CSM Magazine

FEBRUARY 14, 2023

Online shopping – the process can sometimes be so frustrating as to send you off your trolley! We’ve all been there, that last minute hesitation before you hit ‘Pay Now’ on checkout at Amazon, eBay or wherever. It’s difficult enough deciding to spend your money on something you can actually hold in your hands in a brick-and-mortar shop in a mall or on the high street.

2021 52

2021 Customers Customer Relationship Management Retail 52

SAP Customer Experience

FEBRUARY 14, 2023

On behalf of the SAP CRM & CX Product Learning CoE team, I am pleased to announce the official release of the SAP Customer Data Cloud – Learning System Access. SAP Learning System Access (LSA, also known as Live Access) provides you with access to live, fully configured and supported.

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Customers B2C Customer Experience 67

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

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. In a multi-year agreement, Sabio – the digital customer experience (CX) transformation specialist – has helped deliver Appello’s move to Genesys Cloud and will continue to be the delivery and support partner.

Multi-Channel 52

Multi-Channel Technology Interaction Innovation 52

SurveyGizmo

FEBRUARY 14, 2023

By David Roberts, CEO, Alchemer Today, Alchemer releases a product that changes the CX industry – Alchemer Workflow. For a few years, we have been committed to helping our customers drive action from feedback, and this new product brings us closer to the manifestation of that promise. When you engage with our survey product, you think, “collect valuable information.

Feedback 52

Feedback Events Engagement Innovation 52

Uplight

FEBRUARY 14, 2023

I got the opportunity to talk to David Huang, Director of Product at Uplight, who leads an innovative team around devices about his background, his team, and what he’s looking forward to most at Uplight. David established Uplight’s customer engagement portfolio, and now leads our Marketplace and Demand Response products to meet the evolving needs Read More The post Get to Know More About Uplight’s Devices Team with David Huang appeared first on Uplight.

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Innovation Customer Engagement Engagement Customers 52

Natalie Petouhof

FEBRUARY 14, 2023

In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys, joins Chris Kellner, Global VP of Sales & Partnerships at DigitalGenius! The post Unlocking the Value of Empathy in Customer Experience with Dr. Natalie Petouhoff of Genesys appeared first on Dr Natalie News.

Customer Experience 52

Customer Experience Leadership Sales Customers 52

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Measurement

Uplight

FEBRUARY 14, 2023

Several factors are converging to make winter load flexibility a critical need for utilities. Increasing energy prices, extreme weather patterns, and increased electrification are some of the factors driving utilities to evaluate ways to better engage with customers to meet their winter capacity needs. What’s Driving Winter Demand Energy prices have skyrocketed, leading to more Read More The post The Growing Need for Winter Load Flexibility appeared first on Uplight.

Engagement 52

Engagement Customers Insights 52

Merkle

FEBRUARY 14, 2023

In the ever-dynamic High Tech industry, we are witnessing an accelerated trend: brands are more frequently redesigning customer experiences following mergers and acquisitions. When companies acquire new brands, new entities, or new subsidiaries, they’re forced to ask themselves what the customer experience of the combined entities will offer their clients.

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Brands Customer Experience Customers 52

Zonka Feedback

FEBRUARY 14, 2023

If you have to choose between two healthcare providers:

Healthcare 52

Healthcare Customer Experience Customers 52

Forrester's Customer Insights

FEBRUARY 14, 2023

As a customer success manager (CSM) or B2B marketer involved in postsale engagement, you may be hearing more about Customer-Led Growth (CLG), especially as a counterpoint to Product-Led Growth. In the past few weeks, we have seen an uptick in interest about CLG and in the questions we receive as analysts. What is CLG?

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B2B Engagement Customer Success Marketing 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

SmartKarrot

FEBRUARY 14, 2023

Role: VP of Customer Success Location: United States (Remote) Organization: Meal Ticket As a VP of Customer Success you’ll drive Customer Success outcomes. Raising renewal rates and decreasing churn. T hrough cross-sell and up-sell, we can increase our revenue in those accounts. Increase product adoption, customer contentment, and general health scores to have an impact on lifetime value in the future.

Customer Success 19

Customer Success Leadership Travel Metrics 19

Forrester's Customer Insights

FEBRUARY 14, 2023

The spotlight on generative AI has gotten brighter than ever in recent months and it’s sparking both excitement and fear among designers because of what it means for the future of creativity. Creativity is not the exclusive domain of designers, of course — it also helps marketers, engineers, strategists, and others do their jobs.

Marketing 26

Marketing User Experience Innovation Technology 26

kommunicate

FEBRUARY 14, 2023

Last Updated on February 14, 2023 There are over 2.93 billion Monthly Active Users (MAU) on Facebook (owned by Meta). That’s more than the population of the United States, Germany, UK and France combined. Meta also owns Instagram, which has a record 4.25 billion total visits to its website every month. A whopping 70% of [.] The post Campaign Messaging – A Brand New Way To Reach Your Customers appeared first on Kommunicate Blog.

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Brands 2023 Blog Customers 98

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.

Metrics 94

Metrics Customer Success Net Promoter Score NPS 94

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Information

Zeisler Consulting

FEBRUARY 14, 2023

This is part of a series of articles about brands that are getting it right. Often we see plenty of examples of brands dropping the ball and failing to live up to their promise, but here’s a chance to highlight those who seem to have gotten it figured out. YMMV, of course, and sometimes these are just anecdotes about only one experience, but as I’ve noticed, when a company really embraces its Brand Promise, these experiences are usually quite common.

Magazine 72

Magazine Entertainment Retail Definition 72

Helpware

FEBRUARY 14, 2023

The hospitality sector is an industry highly dependent on customer satisfaction. Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves. In contrast, even one instance of negative feedback can send ratings into a downward spiral.

Guest Experience 71

Guest Experience Hotels Hospitality Customer Satisfaction 71

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

DemandJump

FEBRUARY 14, 2023

Website content creation is the basis of content marketing. This content is what drives interest in your products and services. What is website content? It is anything that you make available online for your audience to consume, whether that be audio, visual, or written content. It should inform your reader and draw attention to what you have to offer.

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Consumers Marketing Information 52

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center