Thu.Nov 11, 2021

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The Power of 3: Combining Solutions to Catapult Your CX into the Cloud

Cyara

Technology has opened doors for businesses that we would never have dreamed possible a few decades ago. The post-COVID world looks to be increasingly cloud-based. Companies are more driven by data insights than ever. And the ability to monitor and refine the customer experience has never been more precise. These abilities multiply what’s possible for businesses today, but they also create new layers of complexity and present new challenges.

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Data Without Context Is Just Noise: Uncover the Why Behind The What

Alida

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers. Whether through direct efforts, or as a byproduct of their ever-growing tech stack, there’s a wealth of operational and transactional data pouring into your business every second.

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The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .

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Preparing for future customer service challenges

Eptica

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How to Streamline Your Customer Service Rewards Program

Stella Connect

Building an effective customer service rewards program means juggling multiple tasks all at the same time. Between finding new and unique gift options , staying on budget, managing reward criteria, and – last but certainly not least – the actual fulfillment of sending gifts to your agents, it can be challenging for leaders to stay on top of it all.

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Why customer personas matter for improving business outcomes

Beyond the Arc

complementary white paper Using Personas & Journey Maps: Strategic Tools to Improve Customer Experience Download Now Most businesses serve a variety of customers, each with different needs, goals, and emotional drivers that influence their actions and decisions. Understanding those differences is key to business success. Without it, how do you know if you’re [.].

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Calabrio Hires New CFO as the Cloud WEM Leader Continues Accelerated Growth

CSM Magazine

Calabrio , the customer experience intelligence company, has appointed CJ Bernander as its new Chief Financial Officer, enabling Calabrio to continue to scale to meet the business and structural needs that accompany Calabrio’s rapid trajectory over the last several years. As CFO, Bernander will oversee global accounting, finance, treasury, tax and legal functions.

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Why Should Your Business Measure Emotional Experience?

Feedbackly

Emotions play a big part in our lives. Everything from relationships to day-to-day purchases is governed by emotions up to some extent. Have you.

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10 Best Qualtrics Competitors and Alternatives in 2021

SurveySensum

10 Best Qualtrics Competitors and Alternatives to check out in 2021. Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. We will tell you why this is happening and introduce some of the best Qualtrics alternatives, along with their main features, pros, cons, and pricing. .

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The 2023 Verint Experience Index: Retail

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

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Preparing for the Journey Ahead

Uniphore

Travel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX.

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The Adaptive Search module within SAP Commerce brings organizations a new innovative approach to creating search configurations

SAP Customer Experience

Explore the value accelerators embedded within the Commerce Cloud learning journey for. These newly created assets will help you understand the value of solution capabilities, show key configuration elements, share best practices and important resources, thereby helping you get the most of your SAP Customer Experience solutions. By optimizing search.

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Outsourced Technical Support from the Best in Asia

Magellan Solutions

The Philippines is a Hot Spot for Outsourced Technical Support. In recent years, the Philippines has become one of the fastest rising cities for outsourcing. Through world-class quality service that’s uniquely Filipino, Manila BPO sites continue to be the most sought-after in the world. Because your business deserves the best, why not get the top-notch technical support from the best?

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Building the CX Tech Stack of the Future

Uniphore

Ravi Saraogi, Co-founder and President APAC, Uniphore and Loan Kiss, Sitdown Events. As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational efficiency, productivity and growth, business leaders are turning to technology to bridge the gap between rising customer demands and limited human resources.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Purchase Order Submissions Just Got Easier with SAP for Me!

SAP Customer Experience

We are happy to share with you our continued enhancements to the Renewal (Contracts) Cards recently introduced in SAP for Me (described in our blog this summer). In addition to the transparency to all your Cloud and On-Premise Renewals in SAP for Me, you will be able to submit your.

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Banking on Great Conversations

Uniphore

For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.

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IT Automation: Proving SOX Compliance of Background Job Governance and Monitoring in SAP Solution Manager

SAP Customer Experience

An important capability of efficient and effective operations and a conditio sine qua non for intelligent enterprise and digital transformation is automation management, aka background job management or job management. The concept and toolsets are by no means new, please find a recent overview in this article. In the following.

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Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. Those things are certainly important, but they’re insufficient for creating true Experience Improvement (XI) and getting your organization to the top of your market.

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The Open CCaaS Advantage Report

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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First Contact

SAP Customer Experience

It is warm for a day in autumn, the sun is shining and for a few seconds I close my eyes and point my face towards the sun. A great feeling that boosts at least my mood every time I do this. With a bit of a heavy heart, I.

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Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. Those things are certainly important, but they’re insufficient for creating true Experience Improvement (XI) and getting your organization to the top of your market.

Marketing 260
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Top Tips to Craft the Best Mystery Shopping Program

IntouchInsight

Mystery shopping works. But, to reap the rewards, you need the right program, the right questions, and the right partner.

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The role of natural gas utilities and pipeline operators in a decarbonized economy

West Monroe

The natural gas industry is at another crossroads—leaving natural gas utilities and pipeline operators with plenty to consider. The industry last went through such a time when forecasts of severe shortages and high prices ended with hydrofracking, abundant supplies, low prices, and creation of a robust market for exports. The industry’s new challenge is one of its very survival.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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How to Survive The Great Resignation (and Thrive Afterward in 2022)

SurveySparrow

When you have a job, having an existential crisis about it at some point is perfectly normal. But what about an existential crisis that makes 14 million people across the world tell their bosses “I quit”? Then folks, we are in the middle of a phenomenon called the Great Resignation. Just how great is the Great Resignation? Let’s start with some numbers: 41% of the world’s workforce plan to quit their jobs this year.

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Customer Marketing: Part 2 – Content

ClientSuccess

In Part 1 of the customer marketing series, we discussed how CSMs can advocate for their customers through customer success stories and reference programs. Through this kind of advocacy work, CSMs can help customers share their stories, thank them for their partnership, and leverage success as a sales tool. In addition to advocacy, another pillar of customer marketing is content.

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How to add buttons in WhatsApp messages

kommunicate

WhatsApp Message Templates are specific message formats used by businesses to send notifications, alerts, and customer service messages to people who have opted in to receive WhatsApp messages. Appointment reminders, shipping information, issue resolutions, payment updates, and other information may be included. With Kommunicate, one can easily send out Rich WhatsApp notifications.

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How to Survive a Great Resignation (and Thrive Afterward in 2022)

SurveySparrow

When you have a job, having an existential crisis about it at some point is perfectly normal. But what about an existential crisis that makes 14 million people across the world tell their bosses “I quit”? Then folks, we are in the middle of a phenomenon called the Great Resignation. Just how great is the Great Resignation? Let’s start with some numbers: 41% of the world’s workforce plan to quit their jobs this year.

2022 52
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the