Mon.Sep 28, 2020

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CRM Hack: Marketing Campaign Optimization

Optimove

In CRM marketing, you analyze your customers’ behavior and segment them accordingly. That’s the first step for everything. Then you think about the entire journey of communications you would like for your customers to have in order to reach their full LTV potential. But optimizing existing marketing plans is not an easy task. There are some essential ways to make the process simpler, though.

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Customer Service Surveys: What to ask?

GetFeedback

Learn how to build customer service surveys and create an exceptional customer experience that will help your business thrive.

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5 Top Customer Service Articles For the Week of September 28, 2020

ShepHyken

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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. (MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of c

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[#MeetAJohnPaulee] Tangi Hervo, General Manager of Operations, Paris

John Paul

Tangi, John Paulee since 2017, talks to us about his career evolution, his daily duties as General Manager of Opérations in the Paris office, and how his team had to adjust to working during a lockdown! Hello Tangi! Can you explain your evolution at John Paul, and what you do now? My career so far has been in International Customer Service Management (IT, Retail, Hospitality).

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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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Employee experience during COVID: Unlocking better engagement

PK

Employee experience has been upended by COVID. At the start of the pandemic, organizations were forced to fast-track flexible work arrangements, and many made rapid adjustments to employee experience for […]. The post Employee experience during COVID: Unlocking better engagement appeared first on PK.

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CX Leader of the Year 2020 finalists revealed

MyCustomer

Engagement CX Leader of the Year 2020 finalists revealed.

2020 112
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Call Deflection brings Customer Success in the Digital age

Knowmax

Call Deflection brings Customer Success in the Digital age.

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Does Ryanair deliver poor service or is it a CX success story?

MyCustomer

Loyalty Ryanair: Poor service or CX success story?

Loyalty 108
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What Covid-19 has Taught Telecoms about Customer Experience Management

Quadient

What Covid-19 has Taught Telecoms about Customer Experience Management. Stephanie Clarke. Mon, 09/28/2020 - 16:27. If they weren’t before, Covid-19 has made broadband services a vital lifeline for many people. . Throughout the pandemic a broadband connection has been the only way for many of us to socialize, check on our loved ones, work and learn. .

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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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The Results May Surprise You: COVID-19 and Customers

Uplight

The COVID-19 pandemic has affected everyone. For many utility customers this has meant lost or furloughed jobs, more time spent at home, and higher energy bills. Our recent research on utility customer engagement found that during the pandemic: 50% of customers reported an increase in home energy usage 15% of customers have postponed paying a Read More.

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Factors That Affect the Rates of Your Car Insurance

CSM Magazine

Having a good insurance policy for the car you drive is an essential part of owning a vehicle. Dealing with a company that gives great customer service and knowing that your policy will be honored when needed, is something all car owners strive for. Car accidents are more common than anyone would like to believe, but having a good car insurance policy will give you the peace of mind you need.

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Why You Need a CCM/CX Implementation Strategy

Topdown

The age-old saying goes, “Rome wasn’t built in a day”. In modern parlance, developing a new entity isn’t going to happen overnight, and neither will implementing a significant change to an already well-established organization. This concept holds especially true in the development of a comprehensive customer experience (CX) by creating and enacting a true CX implementation strategy.

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Becoming Alida: Q&A with Senior Director of Brand, Kristin Dorsey

Alida

Q&A with Senior Director of Brand, Kristin Dorsey.

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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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Drive Your Digital Business With Data — The Data Strategy Track At Forrester’s Data Strategy & Insights Forum

Forrester's Customer Insights

The great thing about digital businesses is that there’s a data trail of breadcrumbs for everything you, your customers, and your partners do. The tough thing about digital businesses is that actually using that data to optimize your business takes a degree of data management maturity very few organizations have. Many firms are working hard […].

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Top 5 Must-Attend Customer Success Conferences in 2021

SmartKarrot

Sometimes it is just imperative to break free from the shackles of the 9 to 5 office life. It is nicer to take a break and catch up for some air. A vacation sounds great, doesn’t it? Let me introduce you to customer success conferences, which is like a vacation in disguise. Yes! As the demand for customer success is booming the market, so has the need for education arisen.

2021 10
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From Ideas to Product Features How Customers Shape Our Product Roadmap

NICE inContact

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel. In fact, it's so important to us that we created a special forum within our Customer Community, called IdeaConneXion, to gather user-generated ideas and foster collaboration between users and product owners.

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Team Spotlight: Margot Moseley

Uplight

Every month, we interview an Uplight employee to get to know more about what they do at Uplight, why they love working here, and what inspired them to get into this industry! This month, I chat with Margot Moseley, a member of our Orchestrated Energy team! What do you do for Uplight? I manage the Read More. The post Team Spotlight: Margot Moseley appeared first on Uplight.

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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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Managing Renewals Early on in the Customer Journey

CSM Practice

In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it as a time to ‘part ways’ with an unfit customer. Either way, it is something all companies learn to manage as they scale. . Scaling being the key component, which may mean different things depending on a company’s product maturity, customer type, pricing, etc.

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[#MeetAJohnPaulee] Bibiana Passadore, Technical Project & Technical Product Manager

John Paul

Bibiana, who joined the John Paul family in 2018, talks to us about her daily life on the Digital team, the impact of Covid-19 on her work, and how the lockdown changed her team! Hello Bibiana! Can you explain your evolution at John Paul, and what you do now? I am a technical project and technical product manager at John Paul. I spend a lot of my time alongside the developers; my role is to motivate them and guide them to achieve our goals on time.

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Why Wait? The Future of Data is Now.

Forrester's Customer Insights

Over the last 10 years we’ve watched big data, cloud, advanced analytics, and now AI and machine learning drive increased data platform investment. Yet, there wasn’t any real change from traditional data strategy and approaches. The evidence? Massive blind spots and hardened data arteries in the disruption of COVID-19. We were looking back, even when […].

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Top 10 Must-Attend SaaS Conferences in 2021

SmartKarrot

SaaS industry has been taking a massive shape in the recent few years. The global SaaS market is expected to reach worth $130 billion by the end of the year 2020. With such a boom in the industry, entrepreneurs and SaaS founders are more than willing to stay updated on the current trends. There are multiple SaaS conferences that are happening towards that end all around the world that are worth attending.

2021 10
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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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Interview: The Science Behind Brandwatch Search With Aykut Firat

Brandwatch CX

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Five Questions to Ask When Creating Your First Tech Touch Customer Segment

Gainsight

It is not uncommon for companies to transition customers to varying segments, especially during an economic downturn. The expectation to do more with less has companies reallocating and stretching internal resources. They also want to protect their customer base by placing a renewed and focused emphasis on particular segments within the base. That means improving or increasing their customer success managers (CSM) ratios for their top Annual Recurring Revenue (ARR) customers, especially those at

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[Infographic] 5 Reasons to Sign Up for Bizagi Catalyst 20

Bizagi

Bizagi Catalyst, our annual event is back. And this year is going to be the best yet. Our new virtual conference means that we can bring together up to 10X more members of the Bizagi community than ever before. And, it’s 100% free to attend! Sign up for your place at the event now. Join us from October 13-15 to celebrate the incredible innovation achieved by our community amid the global pandemic.

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Introducing a Faster and Smarter Way to Search

Brandwatch CX

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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