Totango

DECEMBER 10, 2020

Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able to view other product choices with astonishing ease, while competitors are constantly prowling for new customers with high profile marketing campaigns. Compounding both of these factors are the economic effects of COVID-19, which have caused a significant number of companies to reduce their budgets over the course of the year.

Customer Journey 71

Customer Journey Loyalty Metrics Customer Success 71

Alida

DECEMBER 10, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September. By that time, we had successfully executed 3 on-time, compelling product releases, and unveiled our fourth product release the next month.

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2020 Innovation Leadership Brands 246

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.

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One Millimeter Mindset

DECEMBER 10, 2020

Unconscious professional exclusion always sits at the meeting table with us. Whether we want to acknowledge its presence or not. This type of exclusion is the elephant which has followed us into our virtual meeting rooms, too. Professional exclusion is a form of implicit bias: the attitudes and stereotypes which impact our professional (and personal) actions and decisions.

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Innovation Workshop Consulting Presentation 81

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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

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.

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Contact Center White Paper Transportation Roadmap 115

Interactions

DECEMBER 10, 2020

A brand’s long term success and relevance is directly related to their appetite to innovate. We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Think of Blockbuster, the once movie distribution giant of the early 2000s who didn’t accept the reality of their own digital transformation and eventually succumbed to disruptive new company, Netflix. .

Technology 77

Technology Touchpoint B2C Innovation 77

UJET

DECEMBER 10, 2020

Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.

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Virtual Agent Customer Service Average Handle Time Contact Center 72

MyCustomer

DECEMBER 10, 2020

5th Jan 2021 Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market - because if.What CX professionals can learn from entrepreneurs. By Michael Hinshaw Managing Director.

Customer Experience Professionals 102

Customer Experience Professionals 2021 Customer Experience Connections 102

Hello Customer

DECEMBER 10, 2020

2020 accelerated customers’ expectations. It has pushed companies to rethink their value proposition and to show creativity in the face of adversity. But how has consumer behavior changed concretely? And where will it head towards in 2021? We asked Tom De Ruyck, global consumer expert, to share his knowledge on the matter. Here are some key takeaways from our latest webinar session. #1: Is the ‘new normal’ really all that new?

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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

Optimove

DECEMBER 10, 2020

It’s no secret that retailers that combine realtime marketing with historical customer data provide their customers with a contextual and unified experience, which is key in generating higher Customer Lifetime Value. Simply put – doing so can give you the best of both worlds. The historical data allows you to define your customers and understand the best way to send communications.

Retail 98

Retail Marketing Download Customers 98

Kustomer

DECEMBER 10, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Scott Tran from Support Driven to understand creating a sense of community during challenging times. Learn how Scott brings a bit of normalcy to employers and employees alike by listening to the podcast below. Laying the Foundation for Support Driven.

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E-support E Commerce Connections Communication 59

Opinionator

DECEMBER 10, 2020

Nowadays, technology dominates our lives. People turn to the Internet and tools like social media for a variety of uses. Social media is very popular. In fact, 79 percent of the public using it for an average of two and a half hours per per person per day. So how to turn customer feedback into great social media and convert this opportunity? This article is NOT about online, web feedback, as this delivers comments way too late for the business to take action.

Social Media 59

Social Media Feedback Events Customers 59

SurveySparrow

DECEMBER 10, 2020

2020 was full of uncertainty, turmoil, and health concerns. And we are still dealing with post-covid situations that devastated almost every industry. However, in 2020, the whole world witnessed multiple digital transformations that changed the digital strategy for businesses despite all the negativity. . From Chinese hospitals using 5G powered robots to conduct health operations to giant manufacturers in the world announcing the launch of 5G phones in the upcoming years, 2020 was all about digi

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2021 Social Media 2020 2024 52

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Measurement

Opinionator

DECEMBER 10, 2020

Nowadays, technology dominates our lives. People turn to the Internet and tools like social media for a variety of uses. Social media is very popular. In fact, 79 percent of the public using it for an average of two and a half hours per per person per day. So how to turn customer feedback into great social media and convert this opportunity? This article is NOT about online, web feedback, as this delivers comments way too late for the business to take action.

Social Media 52

Social Media Feedback Events Customers 52

Call Experts

DECEMBER 10, 2020

The coronavirus pandemic (COVID-19) has hit the world. Businesses across the globe are in a critical position, many fighting to stay open. As health experts work hard to serve patients and create a vaccine, the truth is that the numbers are rising in America, and no one can be sure when we will be “out of the danger zone.”. Anthony Fauci, director of the National Institute for Allergies and Infectious Diseases , said, .

Contact Center 52

Contact Center Call Center Consulting 2021 52

Bold360

DECEMBER 10, 2020

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. With change happening now faster than ever, organizations must be ready to pivot amid ongoing uncertainty. Adopting digital-first approaches to engagement (for both CX and EX) empowers you to do exactly that, providing the needed flexibility to scale your support strategy and as your customers and employees adjust to the “new normals” of today

Engagement 52

Engagement Employee Experience Roadmap Technology 52

CSM Magazine

DECEMBER 10, 2020

In recent years, names like Siri and Alexa have become part of our daily lives. From calling a friend to searching for the closest café, we are embracing voice technology increasingly more every day. Data shows the number of people using voice technology will only increase in the coming years. According to the Capgemini Research Institute, in the next two years, 70% of people will start using voice assistants instead of using brick-and-mortar stores.

Customer Service 52

Customer Service E Commerce Customer Service Representative 2017 52

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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

Qualtrics

DECEMBER 10, 2020

As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employees, and partners are thinking and feeling, redefining their business models to provide positive, personalized experiences. Identifying and closing experience gaps has become essential to the customer journey , employee engagement , and succeeding in today’s ultra-competitive and ever-changing envir

Management 52

Management Culture Employee Experience Social Media 52

Opinionator

DECEMBER 10, 2020

In these days where technology dominates our lives, people turn to the Internet and tools like social media for various uses. Customers use it to find out more about a product before purchasing it ( 48 percent , to be exact). They also use it to share their feedback and experiences with other potential buyers. . The real-time feedback you receive can be a blessing to your customer service; it all depends on how you handle it.

Social Media 40

Social Media Feedback Customer Service Representative Customers 40

Gainsight

DECEMBER 10, 2020

1. Tell us a bit about yourself and what your role is at Gainsight. . My name is Riana Upton and I’m on Gainsight’s product marketing team. . You could say I’ve really leaned into the idea of “Shoshin” (one of Gainsight’s values meaning, ‘a beginner’s mind’) during my time here. During my three years at Gainsight, I’ve gone from content marketing to product marketing which has given me an amazing opportunity to learn from and work with so many great Gainsters. .

Marketing 52

Marketing Management Roadmap Touchpoint 52

Brad Cleveland Blog

DECEMBER 10, 2020

When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this video, I summarize three tools that we often recommend for their usefulness in customer service settings.

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Customer Service Customers Customer Experience Contact Center 29

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Information

Qualtrics

DECEMBER 10, 2020

As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employees, and partners are thinking and feeling, redefining their business models to provide positive, personalized experiences. Identifying and closing experience gaps has become essential to the customer journey , employee engagement , and succeeding in today’s ultra-competitive and ever-changing envir

Management 20

Management Culture Employee Experience Social Media 20

Brad Cleveland Blog

DECEMBER 10, 2020

When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this … Continue reading → The post Root Cause Analysis in Customer Service appeared first on Brad Cleveland.

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Customer Service Customers Customer Experience Contact Center 26

dscout People Nerds

DECEMBER 10, 2020

Transformative justice is more crucial than ever. Sarah Fathallah believes researchers are primed to assist in this critical moment if we can “move at the speed of trust.” .

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Zonka Feedback

DECEMBER 10, 2020

We've built Zonka Feedback to be one the easiest Customer Feedback Software and Survey App for companies to adopt in their business. We, at Zonka Feedback, are committed towards our customers and strive to always give them the best value. This fact has been well-recognized by the popular and independent online platform Software Suggest.

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Feedback 2020 Customers 96

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

Contact Center