Totango
APRIL 28, 2020
Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.
Customercount
APRIL 28, 2020
Use every aspect of your customer feedback surveys to build brand awareness, reinforcing the message they should purchase your product again in the future. The post How to build brand awareness with surveys appeared first on CustomerCount.
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ClientSuccess
APRIL 28, 2020
While most of the workforce has been, well, forced to work from home over the last few weeks, many have had very real awakenings to the ins and outs of working from home on a daily basis. Instead of working from home once a week or having the flexibility of remote work as a company perk, WFH has become our new reality. For customer success teams used to going into the office, seeing coworkers on a regular basis, taking advantage of an office’s technology and resources, and being able to maintain
GetFeedback
APRIL 28, 2020
Zen Internet became a top-tier ISP by providing top-class customer service. Read on to see how the company set up a feedback loop to continually improve its CX.
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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.
Experience Investigators by 360Connext
APRIL 28, 2020
Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BlueOcean
APRIL 28, 2020
If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is over and the adrenaline of crisis management has done all it can, there will be long-term shifts in how we work, communicate, shop, and behave.
GetFeedback
APRIL 28, 2020
The four key elements you need to implement for a successful cross-functional customer experience program.
Alida
APRIL 28, 2020
Today marks the second product release of 2020 for Vision Critical. It’s been a quarter like no other as teams across our organization have come together in new ways, including our full staff working remotely, to deliver value to our customers through exciting new features and an innovative new product.
TechSee
APRIL 28, 2020
The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.
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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
ProProfs Chat
APRIL 28, 2020
From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. And, ultimately become brand loyals. So, to make sure your customers are satisfied with your brand, you need to see if you’ve set the right expectations and goals for your customer service team.
One Millimeter Mindset
APRIL 28, 2020
Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. After all, humans are hard-wired to use all of their senses to size up a situation. And vision best allows us to connect to our environments. How do you create virtual employee experiences and client experiences? By now, you have developed your own set of virtual participation habits.
Eptica
APRIL 28, 2020
Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Today in a post on our parent company Enghouse Interactive’s blog , award-winning CX expert Manuela Pifani shares her thoughts on how brands can us
Ecrion
APRIL 28, 2020
It’s expected that by 2023, there will be nearly 350 billion emails sent and received every day. If emails are a large part of your business correspondence, you need to be able to send automated emails so your employees don’t have to waste valuable time typing out responses. Keep reading to learn why and how you can send automated emails with easy-to-use automation tools. talk to an expert today.
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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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Lumoa
APRIL 28, 2020
New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want. As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.
Talkdesk
APRIL 28, 2020
“We accelerated Talkdesk implementation over the last two weeks to allow all our staff to work from home. Thanks to Talkdesk’s successful and rapid deployment, we are all safe and working from home now,” said Eduardo Correia de Matos, customer service director, TAP Air Portugal. TAP Air Portugal is a Star Alliance member and one of Europe’s most awarded and fastest-growing airlines, flying to 89 destinations in 34 countries across the globe.
NICE inContact
APRIL 28, 2020
Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.
Advantage Communications
APRIL 28, 2020
High-quality customer service is the key to retaining a loyal customer base for any business. However, creating the kind of customer support system needed to appease every customer is easier said than done.
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.
NetBase
APRIL 28, 2020
ESports is an explosive industry and many top brands are paying attention. Like many other industries these days, professional gaming has taken a hit in the midst of the COVID-19 outbreak; but it is certainly in a unique position to cope since it has its roots online. In-person tournaments have been cancelled to comply with social distancing, but have already shifted entirely online to keep things moving forward.
NICE inContact
APRIL 28, 2020
Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.
Playvox
APRIL 28, 2020
In the business world, Slack has come on strong in recent years and is a nerve center for communications and notifications from systems throughout an organization.
delighted
APRIL 28, 2020
In the ecommerce world, customers can take their pick when it comes to how they want to connect with you. They can elect to reach out via chat, email, social media, 3rd-party review sites, and more. For those many customers who never reach out, Delighted plays an important role in proactively prompting them for their feedback so that you can hear from more of your audience across all stages of the digital ecommerce journey.
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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.
Prophet
APRIL 28, 2020
Remote teams want a better working experience. Where to start? Almost overnight, the Covid-19 pandemic turned people all over the globe into virtual workers. And while the cause continues to be heartbreaking, early signs indicate that this abrupt shift–a vast social-science experiment with hundreds of millions now generating data points–has tremendous potential to transform businesses. […].
Daniel Group
APRIL 28, 2020
For More Information: The Daniel Group. Lynn Daniel, CEO. 704.749.5018. FOR IMMEDIATE RELEASE. The Daniel Group will provide customer experience feedback services for Agri-Service. Charlotte, N.C., April 28, 2020 – The Daniel Group, experts in measuring, managing and improving the business-to-busines s customer experience, announced the signing of a new client, Agri-Service.
inmoment
APRIL 28, 2020
The Coronavirus has drastically altered retail life in seemingly no time at all, leaving both brands and customers around the world scrambling to adjust to a new or ‘next normal’. Though the challenges facing retail customers are many, perhaps none are more formidable than the impact COVID-19 has had, and will continue to have, on their income. . Today, we’re going to talk about two areas in which this impact will be especially relevant to retail brands and their bottom lines: firstly, luxury go
Education Services Group
APRIL 28, 2020
Like many things in the world today, the role and purpose of education organizations inside companies is very dynamic. Once a stalwart of technology offerings, education departments were able to get by with producing quality content and scheduling courses to deliver that content for many years. With the dawn of the digital era, much of that content moved online and was made available in an on-demand format, pulling training teams forward.
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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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