Interactions

OCTOBER 15, 2020

In recent years, the insurance sector has experienced an uprise in disruptive innovation. Combined with the disruption caused by the pandemic, there is a huge opportunity for insurers to transform the way that they do business, especially in customer experience. This digital transformation, especially with respect to personalized self-service, efficiency, and speed, can be a major differentiator as insurers seek to stand out among their competition.

Insurance 62

Insurance Marketing ROI Innovation 62

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Heart of the Customer

OCTOBER 15, 2020

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

Consumers 167

Consumers Customers Insurance Customer Voice 167

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.). The day was full of so many thought-provoking presentations and aha moments, it’s impossible to pick just one key takeaway.

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Net Promoter Score Seminar Presentation Customer Success 105

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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

One Millimeter Mindset

OCTOBER 15, 2020

How easily are you tactically distracted each day? Do you feel like you are forever fighting tactical fires? Instead of focusing strategically on the big picture? You know, feeling like you take one step forward yesterday. Then three steps backward today. At that rate, how do you get to where you really need to go tomorrow and moving forward. Sure.

Workshop 87

Workshop Culture ROI Consulting 87

Zeisler Consulting

OCTOBER 15, 2020

You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. CX is a study that’s founded on measuring…from survey results to Customer habits and attitudes to top-level improvements in your CX KPIs, numbers are all around us.

Measurement 72

Measurement Definition Metrics Contact Center 72

Gainsight

OCTOBER 15, 2020

Welcome back to Day 2 of Pulse for Product. While we don’t have an MTV nominated music video to share today, but we do have some winners—our GameChanger Product VIP Awards. The GameChanger community launched to allow our customer success and product network to inspire each other and soar to new heights. Our GameChanger Product VIP Award categories are linked to the four stages of our Product-Led strategy—onboarding, adoption, retention, and growth.

Social Media 52

Social Media Roadmap NPS Customer Retention 52

Talkdesk

OCTOBER 15, 2020

Traditional banks aren’t just competing against each other anymore. When a consumer has a seamless shopping journey on Amazon Prime Day, a catered journey through Google searches and taking Ubers across town, that consumer sets the same expectation of a seamless digitally intelligent journey in banking. Banks find themselves losing clients to new entrants like “non-banks” such as Amazon and Square that are now providing financial services.

Contact Center 67

Contact Center Banking Call Center Financial 67

Maru Group

OCTOBER 15, 2020

The pandemic environment is creating an environment for the retail industry that is simultaneously exhilarating and petrifying. Change is happening at a dramatic rate, and both brick and mortar and online stores are scrambling to adapt during the COVID-19 pandemic. And store operators are seeking out new long term ways of engaging with customers and adding value—in imaginative and unusual ways.

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2020 Retail Consumers Connections 40

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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

Gainsight

OCTOBER 15, 2020

It is rare for a company to create a new category and build a complimenting and innovative software. Gainsight is part of those unique breeds of businesses that have accomplished this by helping create the category of customer success, and the solution—Gainsight CS. Nick Mehta, CEO of Gainsight, is always looking for companies constructing a new category and leading their vertical.

Customer Success 40

Customer Success Marketing Customer Centricity 2014 40

SurveySparrow

OCTOBER 15, 2020

If you ever thought online surveys wouldn’t move the digital world, you’re in for a whole lot of surprises. From companies onboarding their employees to conducting stand-up meetings, everything has become remote. Safe to assume that remote work is the new normal. And online surveys are the need of the hour. From rolling out employee engagement surveys to conducting performance reviews, online surveys are your go-to guy.

2020 52

2020 NPS Feedback Customer Satisfaction 52

Confirmit

OCTOBER 15, 2020

Register to watch the webinar for your region. Australia. North America. Europe. How did a “side hustle” turn into a sought-after tool? As COVID-19 began to wreak havoc across our personal and professional lives, ENGINE Insights began surveying consumers and looked at third-party data to provide clients with a better understanding of the overall impact.

Webinar 52

Webinar Insights Consumers Customer Success 52

CSM Magazine

OCTOBER 15, 2020

Without a doubt one of the most important skills in business is the ability to communicate with customers by telephone. Part of the reason the telephone continues to be a preferred communication channel is that it gives customers a quick way to make contact. For companies, it is an opportunity to express empathy and strengthen customer relationships.

Customer Service 52

Customer Service Customers Communication Customer Relationships 52

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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

OCTOBER 15, 2020

Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down. How then should European consumer […].

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2021 Marketing Healthcare 2020 46

Strikedeck

OCTOBER 15, 2020

Shari Srebnick talks about two fundamental approaches in Customer Success; Account and joint success plans.

Customer Success 40

Customer Success Customers Customer Engagement Engagement 40

Forrester's Customer Insights

OCTOBER 15, 2020

In 2020, for the first time in more than five years we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (which measures how successfully a company delivers customer experiences that create and sustain loyalty). But even as these digital leaders begin to pull away, the mainstream banks are stagnating. […].

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Customer Experience 2021 Banking 2020 34

Optimove

OCTOBER 15, 2020

“Attentive has integrated its cloud-based personalized text messaging platform with Optimove’s relationship marketing hub, empowering customers to engage consumers using personalized text messaging alongside other marketing channels while delivering a unified experience across them all.” The post Attentive and Optimove Integrate Their SMS and Relationship Marketing Platforms appeared first on Optimove.

Marketing 40

Marketing Consumers Engagement Customers 40

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

Steve DiGioia

OCTOBER 15, 2020

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.

Magazine 111

Magazine 111

dscout People Nerds

OCTOBER 15, 2020

Designers need to be mindful that they’re designing with their users and not just for them. Dr. Christina Harrington believes community-based participatory design can get us there. .

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Vanilla Forums

OCTOBER 15, 2020

Spam and trolls are an unfortunate reality for almost any community forum , but the world of competitive gaming seems to have more than its fair share. In fact, some gaming communities have developed such a huge reputation for toxic behavior that it has become a defining characteristic of their game. The big question is: how do you stop trolls and spammers from harming your community and detracting from the overall reputation of your game?

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Oracle

OCTOBER 15, 2020

A/B testing allows marketers to determine whether their audience prefers version A of something or version B, and thankfully, it’s easy to do. However, it seems so easy that marketers sometimes don’t realize they’ve invalidated their results, missed out on golden opportunities, or—worst of all—confidently come to the wrong conclusions.

Marketing 75

Marketing Consulting Metrics 2019 75

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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

NICE inContact

OCTOBER 15, 2020

Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities?

Contact Center 62

Contact Center Call Center Insights 62

Keatext

OCTOBER 15, 2020

The post What Canadians think of the new COVID Alert app appeared first on Keatext.

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Forrester's Customer Insights

OCTOBER 15, 2020

It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.

2021 72

2021 Technology Customers Insights 72

FiveStars

OCTOBER 15, 2020

“The Fivestars platform includes its own payment product, integration with other point-of-sale systems, marketing automation that delivers personalized messages to customers and a broader network of 60 million shoppers, allowing for cross-promotion across different Fivestars businesses. The startup is announcing today that it has raised $52.5 million in new funding, combining a Series D equity […].

Marketing 52

Marketing Sales Insights Customers 52

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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