InMoment XI

JANUARY 13, 2022

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incred

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Heart of the Customer

JANUARY 13, 2022

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me. But I’m calling […]. The post Don’t Leave Your Customers Stranded appeared first on Heart of the Customer.

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Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . 2022 just might be The Y

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CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year. So, it’s no surprise that in 2022 — as in years past — anything CX will continue to be top of mind for companies across verticals.

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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.

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Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical. While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing.

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Zonka Feedback

JANUARY 13, 2022

How long did the customer wait for a replacement product? How quickly the customer was able to contact the right support agent? How effectively did the support agent explain a process to the customer? Every interaction that customers have with you and your customer support team determines their satisfaction and loyalty. And ultimately, that determines your business growth.

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CSM Magazine

JANUARY 13, 2022

Are you looking to expand your business into another country, region, or territory? If you are considering expansion, it helps to consider that people are at the heart of contact centers. With this in mind, let’s explore some of the key things to consider when expanding. Onboard New Employees. Streamline onboarding. In many businesses such as hospitality and customer service centers, onboarding is a non-stop process.

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SaleMove

JANUARY 13, 2022

Are your customers or members able to get help when they need it, no matter when that may be? We look at recent holiday banking trends. The post Virtual Assistants Help Banks and Credit Unions When Their Customers Need Them Most appeared first on Glia Blog | Digital Customer Service Explained.

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CSM Magazine

JANUARY 13, 2022

Everyone loves a good movie. Just ask Hollywood. Even as people are watching more video entertainment at home and investing in entertainment systems that make some theaters blush, movies are constantly breaking new records. Not even the pandemic could stop them. There is something about escaping for a few hours to a new place and seeing new people live out the age-old story of life.

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Entertainment Insurance Engagement Customer Engagement 52

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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

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CustomerSuccessBox

JANUARY 13, 2022

Providing constant value to the customers doesn’t automatically lead to them becoming your advocates. Many companies still believe the opposite. It is true to some degree but companies well versed in creating advocacy are treating it as a sales pipeline. They are embedding steps to nurture customers into advocates within the customer lifecycle. They are also employing software and tools to track the customer advocacy touchpoints & progress.

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Call Experts

JANUARY 13, 2022

Every business needs a way to interact with its customers and IVR software makes it easy to save time and money. How do you define IVR software ? You may know it as an interactive voice response system. . IVR systems can make call routing much easier for call centers. These systems allow a company to collect information about the calls their agents receive and the dial pad inputs that agents and customers use.

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CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal , the global cloud provider of secure payment solutions for business communications, has found that 61% of consumers overall (81% in the UK and 40% in the US) feel that an increased use of technology to handle customer service enquiries, such as chatbots or self-service webs

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MyCustomer

JANUARY 13, 2022

Engagement MyC launches study into CX leadership evolution.

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Leadership Engagement 80

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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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SmartKarrot

JANUARY 13, 2022

Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption. Partner with the sales team to maximize their win rate and help to identify areas for account growth within existing accounts.

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Customer Success Metrics Webinar Customers 19

MyCustomer

JANUARY 13, 2022

Engagement Take our CX survey & get first access to the paper.

Engagement 55

Engagement 55

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.

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Culture Connections Customer Centricity Leadership 98

Vanilla Forums

JANUARY 13, 2022

As some of you have seen by now, Gainsight acquired InSided this week, and we want to welcome them to an industry we have been passionate about for 15 years. The market has seen unprecedented growth in the last few years, and we see momentum accelerating. This recent acquisition affirms what we already know about the business value of communities across B2B and B2C.

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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

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers.

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Customer Relationships Contact Center Financial Consulting 78

dscout People Nerds

JANUARY 13, 2022

Use this immersive study to dictate a direction for future projects and get a better understanding of who your user is. .

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Kustomer

JANUARY 13, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, we have Matt Chabrier as our honorary host and his guest, Aziz Razakov. Aziz comes to us from MoneyLion to spill the secrets on creating a customer-obsessed company culture during our Kustomer Now event. Tune in to learn more! Perfection is Possible in CX. Aziz comes from a background in orthodontics, which set him up for a future of CX perfection.

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Omnichannel Customers Definition Social Media 97

Knowmax

JANUARY 13, 2022

The post 5 ways to be a good knowledge manager appeared first on Knowmax.

Management 98

Management 98

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Information

Optimove

JANUARY 13, 2022

If you ask us, we have no doubt where 2022, and the entire foreseeable future of marketing, is headed. The answer is “elevated personalization,” especially at the hands of both retention and acquisition. But, you didn’t ask us. Luckily, though, we have an even better proposition for you – because we went out, gathered three sophisticated marketing/CRM marketing leaders, and asked them!

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2022 Definition 2021 Books 52

Gainsight

JANUARY 13, 2022

As a multi-product system, Gainsight helps customers accomplish Customer Success (CS) by making decisions based on data that trigger appropriate actions. . The actions can happen in the application, through other programs, or offline completely. It’s a dynamic system that changes with each individual’s needs. As you might imagine, a system of this nature needs to deal with large data volumes with varied characteristics and application needs. .

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Customer Success Events Interaction Blog 52

Influitive

JANUARY 13, 2022

At Influitive, everything we say and do is in the eyes of our customers and their best interests. From building out success plans to swiftly troubleshooting issues and collaborating on new product features, our central goal is to help our customers deliver best-in-class programs for their customers and in turn propel their businesses forward. To […].

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2022 Customers 52

Lithium

JANUARY 13, 2022

If you’ve kept an eye on the front page of Atlas recently, you’ll notice that we passed the 100k all-time member mark this month. To our passionate community members: thanks for joining us on this journey! Your contributions got us to this point - from your thoughtful posts and helpful comments, to your kind kudos and brilliant Accepted Solutions, to your willingness to help us build one of the best communities for you and your fellow pros.

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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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