ReviewTrackers
AUGUST 24, 2020
There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach. It’s no longer just about product, or pricing, or promotions, or place.
Gainsight
AUGUST 24, 2020
The onboarding process is a critical predictor of a customer’s success and an essential element for avoiding churn. So imagine, if you will, a product-onboarding process for every new customer that’s intuitive, efficient, and easy to scale. Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with robust features and functionality that’s also easy to navigate and has built-in responsiveness and support. .
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
Team Support
AUGUST 24, 2020
Reports. We all have to run them, and read them, and receive them, or submit them, and definitely explain them. But sometimes we get so caught up in the actions surrounding reports that we neglect to actually understand them. As a customer service professional, you have all sorts of data at your fingertips. From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to
Advertisement
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.
ShepHyken
AUGUST 24, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Can Artificial Intelligence Improve Your Customer Service? by Mitul Makadia. (Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, lo
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
NICE inContact
AUGUST 24, 2020
With consumers expecting to engage on their terms, in a way that’s easy and efficient, the flexibility and convenience of digital channels are an essential offering. For many organisations, this means making the business case for going digital to organisational leadership.
Storyminers
AUGUST 24, 2020
Feedspot has a team of over 25 experts whose goal is to discover and rank popular blogs, podcasts and youtube channels in several niche categories. With millions of blogs on the web, finding influential bloggers in a niche industry is a hard problem to address. Our experience leads us to believe that a thoughtful combination of both algorithmic and human editing offers the best means of curation.
Hello Customer
AUGUST 24, 2020
Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8 million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment.
Bold360
AUGUST 24, 2020
In this episode of CXNext: Live, we chat with Diamond Nurse , whose online retail company has seen a pandemic-driven surge in recent months. Diamond is Senior Brand Manager at Filters Fast , an online retailer that sells both air and water filters. Since COVID-19 is a respiratory virus, and since air filtration is recommended by the CDC to help mitigate the spread of the virus indoors, it’s no surprise that Filters Fast has witnessed a spike in outreach to its call center.
Advertisement
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
CSM Magazine
AUGUST 24, 2020
Sooner or later, everyone needs the help of a plumber. However, whether you’ll be someone whose daily planner is filled with scheduled appointments or not, depends on a variety of things. One of the most important factors to influence the success of your business is good customer service. This is the backbone of your company. After all, no matter how skilled you are at what you do, if you’re not seen as relabel or efficient, don’t expect to be called back to the same household again.
Optimove
AUGUST 24, 2020
Identifying the ideal time to communicate with every player is one of the toughest questions you face with realtime marketing today in Real Money Gaming. At least a portion of communications can be easily timed like triggering messages to players in reaction to realtime activities. This provides you with the opportunity to strike while the iron is hot and communicate with your players when they are most likely to convert.
NetBase
AUGUST 24, 2020
When a crisis hits, all eyes are on your brand. So, making fast, informed decisions is imperative. Having market intelligence as part of your day-to-day process, and part of your crisis response, will ensure you handle every issue like a pro. Here’s how that looks and why leading brands refuse to live without it! In this article we will discuss: How using market intelligence can reveal hidden treasures to help you become a better brand.
Hello Customer
AUGUST 24, 2020
Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8 million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment.
Advertisement
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,
.png)
inmoment
AUGUST 24, 2020
Unanticipated costs can quickly become the bane of any business project, customer experience (CX) or otherwise, if they’re not carefully considered before pens have been put to paper. It’s thus imperative for CX practitioners who want to pitch their programs to anticipate and prepare for unexpected costs as much as possible. We’ve listed the three most effective considerations that practitioners can use to anticipate and avoid unexpected experience program costs: Vendor Scalability.
Gainsight
AUGUST 24, 2020
1. Tell us a bit about yourself and what your role is at Gainsight. If I had a subtitle, it would read, “Optimizes processes for calm confidence.” I believe that a way exists to do any particular thing successfully and satisfyingly, if never perfectly, that it’s worth figuring out, that you need people’s perspectives to develop it, and that it takes skill and curiosity to help people put words to their thoughts.
CSM Practice
AUGUST 24, 2020
Our latest Customer Success Executives Roundtable was brilliantly led by Liz McChrystal, Ph.D., Vice President of Revenue Enablement at Accent Technologies. During the session, Liz highlighted the tremendous impact of creating and leveraging the Customer Maturity Scoring Mode l has had the expansion selling as well as new business deals. Liz McChrystal is well versed in leading account management, business process analysis, process adoption, relationship building, and client service functions.
Topdown
AUGUST 24, 2020
A new emerging metric amongst marketers and business leaders cites customer experience as the new competitive differentiator—Google that phrase and you’ll be amazed at the results. What separates the leaders from the stragglers is the strength of their strategy and the emphasis on measuring their execution. The leaders bake metrics into their approach from the outset: it’s a key element to their overall business strategy and not seen as an afterthought that they bolt on later.
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.
Forrester's Customer Insights
AUGUST 24, 2020
Expectations of a world after COVID-19 and the new normal have been exaggerated. Human nature shows us that bad habits often overcome good intentions. Yes, of course, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors. The growing importance of values-based consumption for a minority of affluent consumers will urge […].
Forrester's Customer Insights
AUGUST 24, 2020
Neutrality Is No Longer An Option In the summer of 2020, brands did something they had never done before. They spoke up about race. For some, like Ben & Jerry’s and Microsoft, this came naturally; they had long-standing programs to advance social justice. In June, when the spotlight turned on racial justice, these brands communicated […].
Qualtrics
AUGUST 24, 2020
Healthcare organizations around the world are facing new challenges and opportunities during this pandemic, pushing them to reimagine the healthcare experience for patients, providers, and payers. What comes next in human-centered care? As part of our Experience Visionaries series, we sat down with healthcare experience professionals Dr. Adrienne Boissy Chief Experience Officer, Cleveland Clinic, and Rick Evans Chief Experience Officer, NewYork-Presbyterian to discuss how: Change has helped to d
Advertisement
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.
Forrester's Customer Insights
AUGUST 24, 2020
As we are reviewing mobile banking apps for our coming European Digital Experience Review™ research, I am noticing a growing gap between leaders and laggards on both user experience and functionalities offered in app. The main reason that keeps laggards behind resides in their mobile experience strategy – or rather the lack of it. Mobile […].
Andrew Mcfarland
AUGUST 24, 2020
Have you ever been in the situation with a customer where your own teammates monopolize the “discussion” and turn it into a monologue? Clearly they believe they have value to add. But they’re making a mistake if they think talking.
Perceptive
AUGUST 24, 2020
In the same way COVID-19 has sped up the e-commerce trend, it had challenged the conventional view that offices are critical to productivity, culture, and securing top talent. At the beginning of Alert Level 3, we saw businesses scramble to set up remote working arrangements for their employees.
TrustFuel
AUGUST 24, 2020
Google Play store alone hosts countless applications, which implies application owners sending an application on the Play Shop have to compete with hundreds and countless competitor mobile applications released on an annual basis. Even after that, not all Android applications are authorized upon their initial app submission. Yet considering that Google complies with the strategy of an open app market, Android app proprietors can utilize the policy to their advantage by sending their application
Advertisement
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.
Expert insights. Personalized for you.
124 
Let's personalize your content