InMoment XI
FEBRUARY 15, 2022
In 2022, modern retailers will face many challenges as the industry continues to recover from the global pandemic. During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. And now, according to our most recent EX & CX Retail Trends research, both customers and employees expect a blended experience.
Alida
FEBRUARY 15, 2022
Every business wants loyal customers. As it’s less costly to keep existing customers than to acquire new ones, increasing the value of your existing customers is a great way to drive growth and maintain profit margins.
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Kustomer
FEBRUARY 15, 2022
Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! A World of Change. The Kustomer journey began back in 2015 when the world was a very different place. Since then, almost every aspect of the way we shop, sell, and connect has been transformed. Direct-to-consumer (DTC) businesses and digital-first brands are thriving.
The DiJulius Group
FEBRUARY 15, 2022
“We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers—even if it is just for a few moments. It’s really about human connection.” —Howard Schultz, Starbucks Carpe Momento — “Seize the Moment.” There’s no better motto. 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.
Bill Quiseng
FEBRUARY 15, 2022
Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business. In the end, training is for a job. And the job of employees is to serve to satisfy the customer.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Cyara
FEBRUARY 15, 2022
Are You Ready for the Future of CX Metrics? When it arrived nearly 20 years ago, the Net Promoter Score (NPS) was revolutionary in its simplicity. It offered a clear, succinct and straightforward way to measure customer experience (CX). Gathering data was easy, and it required very little on the part of customers. Because of its simplicity, the NPS has become a foundational metric for measuring CX.
SAP Customer Experience
FEBRUARY 15, 2022
On behalf of the SAP CX Product Learning CoE team, I am excited to announce the upcoming SAP Emarsys Customer Engagement Onboarding Live sessions. This 3-day series of interactive sessions guides learners through use cases for using SAP Emarsys Customer Engagement for segmentation, personalization and marketing campaign execution. The sessions.
Stella Connect
FEBRUARY 15, 2022
It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. The real question is: Why do call centers have high turnover and what can leaders do about it?
Comm100
FEBRUARY 15, 2022
The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service.
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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
ClientSuccess
FEBRUARY 15, 2022
Scaling and growing an internal team can be all-consuming and often daunting for many CSM teams. While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process.
CSM Magazine
FEBRUARY 15, 2022
Customer service is one of the most important aspects of any business. If you don’t have good customer service, you will lose customers in no time. This is especially true for online casinos. Many people are hesitant to try out a casino because they are afraid that they won’t be able to get help if they need it. In this article, we will discuss 10 ways that online casinos can give great customer service!
Think Customers
FEBRUARY 15, 2022
There’s no question: the increase in employer vaccine mandates – or “no jab, no job” policies – is a hot-button issue with strong opinions on both sides. But feelings about mandates aside, employees’ hesitancy to get vaccinated against COVID-19 presents a huge challenge for many brands, making an already-tough labor situation even more difficult. Even without a vaccine mandate, employers face major hurdles when it comes to luring workers back to in-person work.
SAP Customer Experience
FEBRUARY 15, 2022
More than just a number A large distribution list is meaningless, without useable data; if the later is not true about every customer on this list, it is time to reassess the relationship. Re-inventing “the talk” I have seen a lot of blogs arguing whether there is a valid use-case.
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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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Perkville
FEBRUARY 15, 2022
Learn what it takes to design and run a gym loyalty program that increases member engagement to improve retention and generate referrals.
Hello Customer
FEBRUARY 15, 2022
Actionable insights from open feedback, that’s the goal of any Voice of the Customer program. You want to know exactly what drives customers to either recommend you, be indifferent or never return to you again. Our brand new Key Driver Analysis will tell you exactly what harms or grows your revenue and your satisfaction or loyalty metrics. About the Key Driver Analysis.
Maru Group
FEBRUARY 15, 2022
By CIO Applications Europe | February 15, 2022. Uncovering deeper insights is critical in driving continuous improvement in customer experience. Maru is delighted to be chosen as one of the top 5 Customer Experience Management Solution Providers in U.K. for 2022. Maru is an industry leader, providing technology and expertise to help businesses better understand and improve the experiences their customers are having.
Comm100
FEBRUARY 15, 2022
Governments around the world continue to introduce legislation that ensures services are accessible by everyone. This has led public organizations to offer new kinds of services while adjusting existing ones. For organizations providing public-facing services, accessibility legislation could mean a need to expand the tools that are available to customers.
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.
SmartKarrot
FEBRUARY 15, 2022
Role: Senior Director of Customer Success Location: Minneapolis–Saint Paul, MN, US Organization: Patterson Companies, Inc. As a Senior Director of Customer Success, you will develop strategies that enhance and improve customer experience and drive differentiate customer value, including providing a compelling digital customer post-sales experience. Build and lead a team of onboarding, customer training, and account management professionals.
Helpware
FEBRUARY 15, 2022
No matter the sector, outsourcing has the power to help businesses through some of the most difficult industry demands. Indeed, statistics reveal that outsourcing as a solution is being prioritized on a global scale.
SmartKarrot
FEBRUARY 15, 2022
Success in SaaS is not as easy as it seems. Boosting sales and acquiring customers will not be sufficient. You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty. Customer marketing is vital to enhance customer experience.
Quadient
FEBRUARY 15, 2022
Living journey maps bring your customers' happiness to life. Andrea Haughton. Tue, 02/15/2022 - 14:17. A properly executed living customer journey map is a valuable and versatile tool. But you can’t create an effective journey map without interacting with your customers, because the map is representative of the interactions they have with your brand, from their perspective.
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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.
SmartKarrot
FEBRUARY 15, 2022
A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success.
West Monroe
FEBRUARY 15, 2022
The Infrastructure Investment and Jobs Act (IIJA) has allocated nearly $44 billion over the next five years to be distributed to states through the existing State Revolving Funds (SRF). The Drinking Water State Revolving Fund (DWSRF) and the Clean Water State Revolving Fund (CWSRF) both have a proven track record for facilitating the use of federal money for water infrastructure projects in local communities and are funded on an annual basis for over a decade.
2020 Research
FEBRUARY 15, 2022
What “ResTech” Means for the Insights Industry. Author: Isaac Rogers , CIO. Like most industries, we love a good buzzword to help describe emerging trends or concepts within our world. One of the latest terms to enter our collective lexicon is “ResTech,” a term used to identify all the technology and automation solutions that exist to serve the market research industry.
Zonka Feedback
FEBRUARY 15, 2022
Every business must know whether its customers like or dislike its products and services. For this purpose, Customer Feedback surveys are used, but the response rate of all survey channels on average is around 30%. The most common reason is that people are so busy nowadays that they don’t want to spend much time filling out lengthy surveys.
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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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