Uniphore
APRIL 13, 2020
It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support. They expect customer service to be available across all digital channels.
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Experience Matters
APRIL 13, 2020
Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. While we covered several meaty topics, we also tried to keep the discussion light and lively. In fact, we covered this topic while working from our own homes and at certain points during the webinar, you can clearly hear children playing and laughing in the background.
The DiJulius Group
APRIL 13, 2020
The DiJulius Group, one of the world’s leading authorities on customer service and customer experience, is giving small businesses, that have been affected by the quarantine, free customer service training for all their employees. The DiJulius Group works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Chick-fil-a, Nestle, Marriott Hotel, PWC, Celebrity Cruises, Progressive Insurance, Read Full Article.
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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.
Lumoa
APRIL 13, 2020
”Calls may be recorded for training and monitoring purposes”. This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. Some firms receive over 10 000 hours of calls per day and it would take several years for one person to listen to and transcribe those calls. Having a person listening to every call and transcribing them isn’t really an effective strategy.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Myra Golden
APRIL 13, 2020
We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!
Up Your Service
APRIL 13, 2020
We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org. We sincerely thank all Uplifting Service Leaders and Champions, our own Uplifting Service team, and all supporters who made this happen. You bring this program to life around the world.
NetBase
APRIL 13, 2020
The outbreak of the worldwide Coronavirus has rapidly altered the way we conduct business and at least some of the changes may be here for a while. In fact, COVID-19 may have changed CPG forever. Consumer packaged goods are in a whirlwind regarding relevancy and safety. With social distancing measures in place throughout many countries and communities, consumers have had to adjust their purchasing patterns.
Bold360
APRIL 13, 2020
As the COVID-19 global pandemic continues, customer experience (CX) is experiencing a double-whammy. On the customer side, there’s a higher volume of need and more urgency around getting those needs met fast. Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed.
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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
Kustomer
APRIL 13, 2020
Announcing AI for Customer Service in your CRM Platform. While these are extraordinary times, your organization’s top priority is unwavering—to provide customers with exceptional, convenient customer service. For many, customer conversations are only increasing, and Kustomer has stuck its course to build a CRM platform packed with the tools and capabilities that help you connect with customers, keep them engaged, and manage processes to perform at max capacity and grow.
SaleMove
APRIL 13, 2020
Digital Customer Service, or DCS, is a solution that enriches customer touchpoints on web, mobile, and phone engagements. These include everything from communication choices (messaging, audio/video chat, etc.) to onscreen collaboration (live observation and CoBrowsing)- creating rich, personalized experiences. The best way to experience Glia’s Digital Customer Service would be through a personalized, live demo. […].
inmoment
APRIL 13, 2020
With everything going on in the world, many workplaces are making the switch and having their employees work from home. As nice as it sounds to stay home all day, routine changes can take quite a toll on physical and mental health. Between trying to figure out how to collaborate on projects and find balance between working, online meetings, and being at home, your employees may find themselves exhausted with the process. .
SaleMove
APRIL 13, 2020
Digital Customer Service , or DCS, is a solution that enriches customer touchpoints on web, mobile, and phone engagements. These include everything from communication choices (messaging, audio/video chat, etc.) to onscreen collaboration (live observation and CoBrowsing )- creating rich, personalized experiences. The best way to experience Glia’s Digital Customer Service would be through a personalized, live demo.
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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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Gainsight
APRIL 13, 2020
5 Ways to calibrate your product & GTM strategy with Product-led growth. It feels like someone pulled the plug on the world’s economy and we’re on the verge of a downturn. As humans, during times of uncertainty, our mindset is quickly changing towards short-term goals and sustainability. The market instantly becomes volatile and companies are focusing on the fundamental business metrics.
Forrester's Customer Insights
APRIL 13, 2020
The perfect experience for your customers is the one that fulfills your brand promise in a way that’s meaningful to them. That’s why simply copying experiences that work for other companies is worse than a dead end: It can lead to well-intentioned efforts that damage your brand. A former Forrester analyst used to illustrate this […].
Gainsight
APRIL 13, 2020
There is an old joke: A car mechanic was performing routine service for his trusted client, a cardiac surgeon, while the surgeon waited in the lounge. At the end of it, while settling the bill, the mechanic turned to the cardiac surgeon and said “I don’t know why you are paid so much more than me, doc. Both of us change valves on an engine”. The surgeon smiled and replied “True.
Forrester's Customer Insights
APRIL 13, 2020
Zoom Forfeits Goodwill By Failing To Secure What It Sells COVID-19 has crippled many companies, but one that surged, at least at first, was Zoom Video Communications, Inc. Zoom’s failure to secure what it sells, however, turns one of the few bright sides of physical distancing into a parable of product security: Releasing a product with shocking security flaws and privacy issues will come back to haunt a company at […].
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.
Lumoa
APRIL 13, 2020
What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.
SmartKarrot
APRIL 13, 2020
SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. Growing at the same pace, a report from BetterCloud had anticipated that 73% of the organizations will have all SaaS apps by 2020.
Team Support
APRIL 13, 2020
“Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. He’s right. But leading in the best of times is difficult, and while many of the best leadership qualities and practices must apply these days more than ever, leaders must quickly adapt to an ongoing, very complex way of getting work done.
Steve DiGioia
APRIL 13, 2020
I never understood how some people keep a pot-bellied pig in their house as a pet. What’s wrong with a cat or dog? Or maybe some pretty fish, a hamster, or even a darn ferret. But a pig? Don’t get it. I never understood how the geniuses who thought it was ok to stop teaching cursive writing (it was called “script” when I was in school) figured today’s school kids would sign a contract later in life.
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PK
APRIL 13, 2020
Supply chains across the world are experiencing disruptions due to the rapid spread of COVID-19. Struggling to get their products to market, companies are dealing with shutdowns, stay at home policies, and concerns over the health and welfare of their workforce. Most find themselves in the process of reacting to an unplanned situation and needing urgent business continuity strategies supported by their IT divisions.
FiveStars
APRIL 13, 2020
As the novel coronavirus pandemic sweeps across the world, the economic fallout has been devastating. Especially for small businesses. Businesses across the country have had to lay off workers to deal with sudden cash flow crunches which, in turn, limits what those businesses can do in this time. On March 27, the White House signed […]. The post 4 Tips on How to Handle Coronavirus as a Small Business Owner appeared first on Fivestars Insights.
CX Accelerator
APRIL 13, 2020
An original piece from Ben Motteram. As a CX manager, there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX strategy. This is where the rubber hits the road in CX management.
Optimove
APRIL 13, 2020
Customers are fickle. They constantly change their preference, habits, and behaviors. It’s nothing new. But recently, this rapid change has been exacerbated by the COVID-19 outbreak and the unpredictable economic landscape and overall uncertainty it has brought. That’s why, today, Orchestration (yes, with capital O) is one of the most important concepts for marketers to master.
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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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