ProProfs Chat
JUNE 26, 2020
It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. But, where to start?
ShepHyken
JUNE 26, 2020
This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. *This article was previously posted on BotsCrew’s blog. The outbreak of COVID-19 has made a massive impact on most of the businesses – from grocery stores to luxury goods brands.
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NetBase
JUNE 26, 2020
Influencer marketing is alive and well, weathering this pandemic storm while few marketing tactics are left standing. But it’s not the same ol’ influencers resonating with consumers. The landscape has changed – potentially forever. Let’s see how that looks! If there’s one specific subset of influencers that connects meaningfully with consumers, it’s out of work, small business owners.
Totango
JUNE 26, 2020
The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to two to four percent or may be flat if a recession occurs. However, you still have a say in how well your business makes it through this period. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win.
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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.
MyCustomer
JUNE 26, 2020
26th Jun 2020 Throughout the coronavirus crisis, I have written about the importance of customer experience leaders and managers having a firm grasp on.How CX leaders can become better communicators. By Paul Laughlin Managing Director.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySparrow
JUNE 26, 2020
Do you know that Facebook’s event cover photo size is different for both personal profiles and Fan pages? This means that the answer to the best Facebook event cover photo size is not going to be a straightforward one. Everything that Facebook touched has turned into gold. Whether it’s ads or events, Facebook does have the Midas touch, no doubt.
Ann Michaels and Associates
JUNE 26, 2020
When I think about how brands “talk” to their customers effectively, I always think of Target. This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them. The paid close attention to their customer’s voice and it has paid off for them in a big way.
XMplify
JUNE 26, 2020
There can be little doubt that we are about to enter a recession; the only question is 'how deep?'. Unfortunately, the potential impact on customer experience programs, and the professionals who lead them, may be just as.
Qualtrics
JUNE 26, 2020
In Texas, the state’s largest city is carefully getting back to business. And the responsibility for educating the public and helping slow the spread of the coronavirus falls to the Houston Health Department. Technology-enabled contact tracing is key to that effort. Tracking and slowing the spread. “Contact tracing is a vital part of containing the spread of disease, preventing broader spread in our community,” said Houston Mayor Sylvester Turner.
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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
Cyara
JUNE 26, 2020
I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win. Why? Because the vendors are being compared with a peer group of test automation vendors that form, based on Forrester’s research, the top 15 performers among all.”.
dscout People Nerds
JUNE 26, 2020
The team at Google’s UX Community & Culture share their best advice for encouraging thriving, user-focused teams.
SmartKarrot
JUNE 26, 2020
Role: Customer Success Manager (Tier 1) Location: San Francisco, CA, US Organization: Coda This position is based out of Silicon Valley. Partner with their clients to help their users succeed with Coda. In this role, you’ll have to work with the customers and understand your client’s needs, to build solutions that solve their business problems and delight them.
dscout People Nerds
JUNE 26, 2020
Autumn Sanders Foster believes orgs can face challenges around racial injustice and inequity in the world head on. To do that, they need to start by facing them in the office.
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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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Oracle
JUNE 26, 2020
According to a recent FinanceBuzz survey , 75% of remote workers report having a dedicated home office space. While the majority of remote workers may have a designated work space, what they may not have is ideal lighting, a sound proof area, or a non-disruptive setup for video conferencing at home. In the third part of our video call diaries series, we asked CX professionals if they fit one of the characters from the Zoom Zoo below.
Forrester's Customer Insights
JUNE 26, 2020
After years of high expectations for Amazon’s low-code platform project, its Honeycode product has finally arrived. Unfortunately, in its present release, Honeycode is far from the market disrupter that we and others expected from Amazon. The goal for the platform is clear: Combine the intuitive simplicity of a spreadsheet with the power and scale of […].
PK
JUNE 26, 2020
As an homage to Alex Trebek, we’re excited to bring you our Jeopardy edition of Last Friday Flyover. This month, Derek Philips, Director of Content Strategy at PK, and I […]. The post Last Friday flyover: Healthcare narratives appeared first on PK.
dscout People Nerds
JUNE 26, 2020
Autumn Sanders believes orgs can face challenges around racial injustice and inequity in the world head on. To do that, they need to start by facing them in the office.
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
JUNE 26, 2020
Source. Before we look into the SOC2 compliance checklist, it is worth spending a minute on understanding what SOC2 is. Just to set the context, the internet has become a basic necessity for a modern life. It has got integrated with all our daily activities in various forms. Some use it just for the entertainment purpose while others have more extensive usage of it.
Forrester's Customer Insights
JUNE 26, 2020
I’ve been researching B2B pricing and its important role in digital transformation for industrial manufacturers. New “as a service” business models offer opportunities for manufacturers, but they can also increase margin risk. Industrial manufacturers already manage a complex matrix of price lists. These might include global corporate pricing agreements and distributor prices.
dscout People Nerds
JUNE 26, 2020
When the going gets tough, it’s important to remember that sometimes the kindest work is the work you don’t do at all.
Qualtrics
JUNE 26, 2020
“I think we need to scale back, or maybe even stop…” Have you been on the receiving end of an email to that effect from a senior leader in your organization in response to an uncertain, challenging, and difficult situation? Or maybe you’re a CEO, executive, or someone drafting such an opening yourself, or thinking about it? Wait. Don’t send it. Here’s why.
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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.
Knowmax
JUNE 26, 2020
Knowledge Sharing: What are its different benefits in an organization?
ChurnZero
JUNE 26, 2020
Writing anything from scratch can be intimidating, much less a request for proposal (RFP). It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Even with pre-purchase research, you simply don’t know what you don’t know when it comes to determining must-have criteria.
Forrester's Customer Insights
JUNE 26, 2020
Adobe strives to be an enterprise software company with the same reach and influence as Microsoft, Oracle, SAP and Salesforce. It successfully pivoted its creative tools business into a proper SaaS offering. It built on that creative marketing and agency customer connection by acquiring Omniture, Day Software, Neolane, and more software vendors to enter the […].
Qualtrics
JUNE 26, 2020
Koç Holding is a diverse conglomerate operating in more than 10 sectors with more than 90,000 employees around the world. With the outbreak of COVID-19 in China early in 2020, Koç Holding started to implement extensive protective measures to prevent any contamination among employees. During this time, Koç Holding gathered employee feedback regularly by using employee pulses , one-to-one interviews , diary keeping, and even a WhatsApp Chatbot the company developed.
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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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