InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

Method:CRM

MAY 23, 2023

Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.

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Customers Brands Sales Blog 97

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.

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Customer Service 2023 Reference Customers 71

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.

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Contact Center Engagement Leadership Webinar 88

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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

Gainsight

MAY 23, 2023

This article was written by Phil Wainewright and originally published in Diginomica. At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. This aligns with the vendor’s view of Customer Success, particularly among its largely SaaS customer base, as something that should permeate across

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Customer Success Chief Customer Officer B2B Customers 59

Ann Michaels and Associates

MAY 23, 2023

I have often wondered why so many large corporations and businesses opt to spend a lot of money on annual customer feedback surveys. Are they reliable? After all, is a customer going to recall every service touchpoint over a full year and be able to provide clear, actionable answers to survey questions? While annual customer satisfaction surveys can provide some insights, they may have limitations that can make them less effective in capturing the dynamic nature of customer satisfaction.

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Feedback Customer Satisfaction Social Media Touchpoint 52

CX University

MAY 23, 2023

The CX Professionals Association (CXPA) recently organized the CX Leaders Advance Conference, bringing together CX experts, thought leaders, and enthusiasts from around the world. I had the privilege of presenting on the topic of “Design Skills to Master Change and Emotional Impact” during this event. In this article, I will share key takeaways and insights from this conference. 1.

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2023 Insights Customer Centricity Presentation 52

CSM Magazine

MAY 23, 2023

In today’s competitive business environment, providing excellent customer service is crucial for any company’s success. However, not all customers have exact needs or expectations regarding service. It has led to specialized customer service, which tailors support and assistance to meet specific customer requirements. But what exactly is specialized customer service?

Customer Service 52

Customer Service Customer Satisfaction Exceptional Customer Service Article 52

Helpware

MAY 23, 2023

Web3, also known as Web 3.0 is taking over the internet bit by bit. Its aim to decentralize the internet and give more power to the people has it being touted as the way of the future. Needless to say, it begs a lot of questions. At the top of that list are what is it, what does it have in store for us, and how can companies capitalize on Web3 to transform the customer experience as we know it?

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Customer Experience Customers 79

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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

CSM Magazine

MAY 23, 2023

In today’s complex and competitive business environment, providing excellent customer service is crucial for success. One key aspect of service that companies should not neglect is the need to support vulnerable customers. Vulnerable customers require a unique approach, as they often face financial, emotional, or accessibility challenges that can hinder their ability to navigate through various products and services.

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Financial Communication Feedback Customers 52

MyCustomer

MAY 23, 2023

Voice of the Customer Why you need to be providing a global CX

Customer Experience 125

Customer Experience Customers 125

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. Martins will be responsible for leading the company’s global technology and product management teams, including development, cloud, information technology,

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Innovation Contact Center Customer Centricity Leadership 52

McorpCX

MAY 23, 2023

In a customer-centric organization, everyone has an “experience influencing” role. Customer centricity is a way of doing business that puts the customer and their needs at the center of decision making. It’s a strategic approach ingrained in the DNA of an organization, affecting every role – and not just executives, or customer-facing teams.

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Customer Centricity Culture Customer Experience Customers 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

CSM Magazine

MAY 23, 2023

Sabio recently interviewed Jennifer Wells, VP of Customer Experience, Transcom. In this interview, Jennifer explains the importance of listening to your customer service advisors and arming them with up-to-date CX technology. Watch the full video here. ARM ADVISORS WITH THE MOST UP-TO-DATE TECHNOLOGY Arming agents with the most up to date technology is critical for them to provide good customer service.

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Customer Experience Innovation Technology Customers 52

Perkville

MAY 23, 2023

This Perkville integration with PEAK PAYMENT brings gyms an automated referral and loyalty program.

Loyalty Programs 52

Loyalty Programs Loyalty 52

CSM Magazine

MAY 23, 2023

The creation of medical applications aiming at enhancing patient care, optimizing workflows, and raising engagement among patients has significantly increased as the need for healthcare services rises. The need for them to adhere to HIPAA regulations, however, grows as the number of such applications rises. The US Congress established the Health Insurance Portability and Accountability Act (HIPAA) in 1996 in order to protect the security and privacy of patient health information (PHI) by setting

Healthcare 52

Healthcare Document Measurement Financial 52

Alida

MAY 23, 2023

Communities have emerged as the most effective way to capture patient feedback and turn it into actionable insights and higher satisfaction.

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Feedback Insights 130

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

Forrester's Customer Insights

MAY 23, 2023

We advise on how to rethink your CPG sales strategy, protect your brand and customers, and establish a strong online presence.

Brands 26

Brands Sales B2C Customers 26

dscout People Nerds

MAY 23, 2023

Look no further: This deep dive has how-tos, best practices, and prime advice on key approaches to user research.

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MyCustomer

MAY 23, 2023

How Aegon Is Reaping the Benefits of Customer Centricity At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company.

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Customer Centricity 2023 Customers 95

Experience Investigators by 360Connext

MAY 23, 2023

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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.

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Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? Selling has become increasingly competitive. Only 60% of sales teams and reps hit their annual quotas in recent years, and 69% of sales professionals agree their job is harder now than it was in 2021.

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Sales Connections Social Media Communication 96

Merkle

MAY 23, 2023

Enterprise SEO is a process that helps large-scale organizations keep their websites optimized to compete for visibility in search results. It requires dedicated SEO subject matter experts collaborating with UX, development, marketing, and content teams to apply content and technical optimizations at scale. That is a lofty objective, as enterprise organizations struggle to keep pace with the ever-evolving landscape of search results.

Marketing 52

Marketing 52

dscout People Nerds

MAY 23, 2023

Sometimes NPS doesn’t do the trick. Here are other methods your team can employ to really understand customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction NPS Customers 52

ReviewTrackers

MAY 23, 2023

Management 65

Management Marketing 65

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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