Alida
SEPTEMBER 14, 2021
As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams. However, we've identified a number of trends that are leading to insights professionals and researchers turning towards this visual and interactive method of displaying data and telling stories. So why is this happening?
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea
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ShepHyken
SEPTEMBER 14, 2021
The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.
Totango
SEPTEMBER 14, 2021
Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience.
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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.
delighted
SEPTEMBER 14, 2021
Having the right tools to make your customers happy – fast – is critical for all scaling organizations. Especially as companies around the world are recognizing and achieving the benefit of prioritizing the customer experience. ActiveCampaign is a powerful platform with a myriad of automation and CRM tools to help customize, organize, track, and report on all stages of the customer lifecycle – from marketing engagement to closing a customer deal and supporting them thereafter.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Playvox
SEPTEMBER 14, 2021
Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.
Stella Connect
SEPTEMBER 14, 2021
Earlier this year I took my sports bike to the garage for some basic maintenance — new clutch and gear shift levers. For the uninitiated, you change gears on a motorcycle with the left foot, hooking your boot under the lever and pulling upwards to shift up, or pressing it down to descend through the cogs. Job done, I collected the bike and headed out for a spirited ride in the canyons the next morning.
Optimove
SEPTEMBER 14, 2021
When it comes to CRM marketing, finding the perfect message-audience fit can make a marketer’s day. Engagement increases, retention reduced. Life’s great! But what does “fit” mean in this context? Fit is content + context. What you’re saying is important, but it’s also about where you’re saying it and when. And it all gets tricky when you realize what fits one customer may not suit another.
SAP Customer Experience
SEPTEMBER 14, 2021
In today’s fast-moving business world, it’s important to innovate faster and increase quality to inspire customers and help employees work smarter. Success is based on assessing new ways of working with the right tools, people, and processes. Joining forces, the SAP Innovation Awards and Red Hat teams share a vision.
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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
MyCustomer
SEPTEMBER 14, 2021
Engagement Why no CRM software holds the key to improving CX.
Forrester's Customer Insights
SEPTEMBER 14, 2021
It's time to meet your customers where they are. Use these five criteria to enhance the efficacy of your mobile messaging practices.
MyCustomer
SEPTEMBER 14, 2021
Engagement CX Leader of the Year: 2 week deadline extension.
SmartKarrot
SEPTEMBER 14, 2021
Role: Director of Customer Success Location: Los Angeles, CA, US Organization: CreatorIQ As a Director of Customer Success, you will lead, mentor, and inspire a Customer Success team of direct reports in the LA office. Ensure that Customer Success Managers understand the customers’ objectives and are delivering on them. Build and maintain executive relationships with the strategic customers.
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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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MyCustomer
SEPTEMBER 14, 2021
Engagement CX Leader of the Year: Applications close Friday.
Vanilla Forums
SEPTEMBER 14, 2021
At the CMX Summit Rise I spoke to the concept of expanding community to be part of a center of excellence. What exactly did I mean? Community can no longer be an isolated island; it needs to belong in the center of all customer touch points. Community needs to be used as a space for customer success and we, as community builders need to prove the organizational impact it can truly have.
MyCustomer
SEPTEMBER 14, 2021
Engagement CX Leader of the Year: Applications close today.
PK
SEPTEMBER 14, 2021
Every month, we like to highlight a few of our exceptional employees and give them a chance to share more about themselves and what they enjoy most about being a […]. The post PK employee spotlight: Senior Director of Automation Ross Bentley appeared first on PK.
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.
ChurnZero
SEPTEMBER 14, 2021
When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .
Advantage Communications
SEPTEMBER 14, 2021
In Jamaica, Advantage Communications Inc. (ACI), employs around 2,000 people in three locations in over 50,000 square feet of high-tech workspace. During the pandemic, our number one priority has been to ensure the safety of our team and the seamless operations of our contact centers for our clients.
NICE inContact
SEPTEMBER 14, 2021
The rapid shift to remote working due to COVID-19 meant contact center operations needed to deploy solutions to let them seamlessly manage a remote workforce without losing efficiencies or negatively impacting customer experience (CX).
Kerry Bodine
SEPTEMBER 14, 2021
How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer experience professional, we’d love your perspective.
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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.
Playvox
SEPTEMBER 14, 2021
Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks.
UserIQ
SEPTEMBER 14, 2021
As a customer success leader, you know that each account requires a slightly different approach. Even when your team's armed with a scalable strategy and some seriously sophisticated segmentation, every customer still has their own unique needs.
ThriveableBiz
SEPTEMBER 14, 2021
Does this sound familiar in your small business? You’ve gathered your team to fix a problem. You outline the situation and ask for answers. But there’s a fundamental issue - you’re coming at it from a negative place. You have a problem, and that automatically means stress. Now I know that’s not your intention. But the more you look at it, you feel overwhelmed, not knowing where to jump.
Gainsight
SEPTEMBER 14, 2021
When creating the Gainsight platform, we were faced with a number of critical decisions that would shape our capabilities and value to our customers. One of those decisions was to implement a multi-tenant architecture. . The multi-tenant architecture plays a pivotal and comprehensive role in developing Gainsight’s system and has everything that a business needs for a great customer success experience.
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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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