ShepHyken

DECEMBER 1, 2021

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

PeopleMetrics

DECEMBER 1, 2021

This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

Telecommunications 118

Telecommunications B2C B2B Books 118

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.

Innovation 96

Innovation Customer Success Document Government 96

Zonka Feedback

DECEMBER 1, 2021

57% of shoppers will abandon the cart if they have to wait more than three seconds for a page to load. 38% of users say that they will exit a website if the content is not engaging or the layout is unattractive. There could be several reasons why users leave your website without making a purchase, signing up for your newsletter, and even sending a query.

Engagement 98

Engagement Marketing Feedback Customers 98

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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.

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BirdEye

DECEMBER 1, 2021

A whopping 67.5% of Americans don’t trust real estate agents according to a survey by Choice Home Warranty. Given the lack of trust home buyers have for agents, it’s not surprising that a study by ZipRealty found that 62% of home buyers choose a realtor based on online reviews and ratings. Just as the housing market dramatically shifted in the last year, the best methods for attracting new clients have changed significantly for real estate agents.

Consumers 98

Consumers Hotels Social Media 2021 98

West Monroe

DECEMBER 1, 2021

Decarbonization efforts are underway for utilities. But a clean energy future will require commitment, continued innovation, and strong customer engagement.

2021 98

2021 Innovation Customer Engagement Engagement 98

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Based on a cohort of 3000 consumers and 1,500 service agents within the United States (US) and United Kingdom (UK), the findings shed light on what brands should do to reconnect with their customers during the upcoming holiday season and beyond.

Consumers 52

Consumers Brands Customer Service 2022 52

West Monroe

DECEMBER 1, 2021

Winning in the workplace is not about amassing a dream team comprised of star talent. It’s about taking the talent you have and enabling them to win.

Customer Experience 98

Customer Experience Customers 98

SAP Customer Experience

DECEMBER 1, 2021

To get support for the SAP Learning Hub or SAP Training Center you do not create a support incident in the SAP Launchpad. You can find support for both the SAP Training Center and SAP Learning hub at the bottom of their webpages by selecting the ‘Visit the Help Center’.

Customer Experience 82

Customer Experience Customers 82

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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

West Monroe

DECEMBER 1, 2021

Best practices for customer service organizations to enable their work-from-home professionals and provide the best employee experience, given the current COVID-driven environment.

Customer Service 52

Customer Service Employee Experience Customers Customer Experience 52

CustomerSuccessBox

DECEMBER 1, 2021

The first impression of your customers is decisive. When you onboard new customers, you introduce them to the way your business works. This step is crucial to guarantee long-term satisfaction. Thus optimize renewal rates and your bottom line. Intelligent onboarding automation: Speeds up the process of onboarding new customers, regardless of the industry It dematerializes the corresponding workflows and Reduces latency between touchpoints throughout the customer journey.

Customer Journey 52

Customer Journey Customers Document Touchpoint 52

West Monroe

DECEMBER 1, 2021

When cost-reduction efforts include a focus on CX, they can achieve transformational improvements in customer satisfaction and loyalty, positioning your organization to survive an economic downturn – and thrive in a recovery.

Customer Satisfaction 52

Customer Satisfaction Loyalty Customers Customer Experience 52

ClientSuccess

DECEMBER 1, 2021

As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have. If a customer doesn’t trust a CSM, some specific details around how they’re feeling with the product, how the team uses the features, and more could be lost in the silence.

Customer Success 70

Customer Success Webinar Customers Loyalty 70

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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

West Monroe

DECEMBER 1, 2021

Banks are facing a number of challenges brought upon by the pandemic. Among the most important is forging relationships as trusted partners with clients in need.

Banking 52

Banking Loyalty Financial Customer Experience 52

C Space

DECEMBER 1, 2021

Toyota is Protoyping a City of the Future. Akio Toyoda, President, Toyota Motor Corporation. 3 Toyota’s Woven City, will be a living laboratory – a fully connected ecosystem powered by hydrogen fuel cells populated with residents and researchers who will test and develop technologies such as autonomy, robotics, personal mobility, smart homes and artificial intelligence in a real-world environment.

E-support 52

E-support Transportation Connections Technology 52

West Monroe

DECEMBER 1, 2021

Paul and Mike are joined by Cindy Garrett, a director in our Customer Experience practice who helps organizations optimize their customer service operations.

Customer Service 52

Customer Service Innovation Customers Customer Experience 52

Qualtrics

DECEMBER 1, 2021

When employees feel safe to challenge the status quo, they bring new, innovative ideas to the table. But without psychological safety at work, your employees won’t speak up – and your organization will suffer the consequences. Do your employees feel safe to voice an unconventional or even an unpopular, opinion in the workplace? Can they share their ideas freely in a brainstorming session?

Culture 49

Culture Demo Innovation Feedback 49

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

West Monroe

DECEMBER 1, 2021

In this recorded webinar, learn how to leverage industry technology built on the Salesforce platform to improve customer engagement.

Connections 52

Connections Webinar Customer Experience Customer Engagement 52

Forrester's Customer Insights

DECEMBER 1, 2021

In 2022, “anywhere commerce” will be the mantra as brands invest in tech to meet buyers in every possible shopping moment.

2022 48

2022 Technology Brands Omnichannel 48

West Monroe

DECEMBER 1, 2021

Treasury services must make banking easier for their customers or they risk losing banking business to competitors.

Banking 52

Banking Connections Loyalty Customers 52

Zonka Feedback

DECEMBER 1, 2021

Remote working is on the rise. Especially since a couple of years, in the pandemic period, it has become a part of the lives of many, and most people are satisfied with it. Researches suggest that 77% of remote workers feel that they are more productive when working from home. The ability to connect and interact seamlessly with their peers and clients contributes to this feeling to a large extent.

Feedback 98

Feedback Connections Interaction Management 98

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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

West Monroe

DECEMBER 1, 2021

As the labor market continues to tighten, employers are challenged with finding resources for special projects and ongoing operations. As a result, many organizations turn to outsourcing to augment their staff, engage specialists or to completely offload non-core capabilities.

Engagement 52

Engagement Marketing 52

NICE inContact

DECEMBER 1, 2021

The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate.

Contact Center 93

Contact Center Retail 93

West Monroe

DECEMBER 1, 2021

As the outsourcing industry manages the widespread impacts of the COVID-19 pandemic, enterprises are evaluating how to move forward with their outsourcing engagements and work with their service providers to overcome new challenges.

Engagement 52

Engagement Management 52

dscout People Nerds

DECEMBER 1, 2021

A People Nerds original investigation uncovers how much time UXRs really “have” to conduct their work and what happens time runs short…or out.

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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