Totango
JUNE 12, 2020
As America gets back to work and begins recovering from the economic downturn and delays that accompanied the 2020 pandemic, companies are discovering they must focus on their customers more than ever to remain competitive. . With everyone scrambling to retain customers while simultaneously strategizing ways to attract new business, it pays to know what your customers want.
Kustomer
JUNE 12, 2020
Here we are in 2020, a decade full of opportunities and challenges no one could have conceived only a few short months ago. Our families need us, our friends need us, our countries need us, and hidden amongst these needs is an implicit truth more important now than ever: our customers need us. Imagine the cashier wearing a contagious smile, or the support e-mail which asks how you and your family are doing?
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CSM Magazine
JUNE 12, 2020
Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age. Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace.
ChurnZero
JUNE 12, 2020
This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. They focus on how to get things done faster, better, and more efficiently.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Cyara
JUNE 12, 2020
Happy Friday! As I approach the end of another busy week, I realize how many tabs I have open in my Chrome window containing content that’s earned a place in the “Ooooo… that sounds interesting! I can’t wait to read that article as soon as I finish…” category of my work life. And, if you are anything like me, you make it to Friday realizing you never found your way back to all the articles and news you wanted to dive into but couldn’t find the time.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 12, 2020
This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19. Up until recently, we all thought we had a pretty good idea of what it meant to provide a high level of customer service. But customer service in the time of COVID-19 looks remarkably different.
eglobalis
JUNE 12, 2020
Customer Experience, Customer Transformation, Change, Simplification and Innovation. Customer Success. The post A nice conversation with Engati Engage AI Customer Transformation, Change, Simplification & Real Innovation appeared first on Eglobalis.
NetBase
JUNE 12, 2020
The big question every UK business is facing will soon be answered – when we open will they come? Digital consumer intelligence helps uncover how things will look, as well as trouble spots that shops should pay attention to during these early days of reopening. And it looks very different for restaurants, retail and service shops. We’ll take a look at all three!
Second to None
JUNE 12, 2020
How can you restore your customer experience during global change? These past few months, a healthy customer experience has never been more relevant. We have not only experienced the largest global recession in history, but the sentiment of our globe has become divided. People need their voices heard. Through this rapid change, Second to None has devised an action plan to provide greater clarity for your client experience.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Magellan Solutions
JUNE 12, 2020
With the importance of data quality across various industries, you probably have done data cleaning within your database. Its purpose is simple: to determine inaccurate data and improve the quality through correcting of detected errors. However, what you know now about data cleaning is just the tip of the iceberg. For sure right now, you have this question in mind — “ what is data cleaning, its importance, and benefits to my business?
Totango
JUNE 12, 2020
In this digital age, virtual teams and remote engagement are the new norm. Signals are that businesses are considering putting much more emphasis on remote engagement moving forward. Companies who saw success with virtual teams and virtual engagement are planning to continue with virtual teams once shelter-in-place rules lift, so it’s important to optimize remote ways of working. .
LoyaltyPlus
JUNE 12, 2020
As businesses strategise over the best way to deal with the COVID-19 pandemic, they cannot afford to lose sight of the importance of sustaining the best customer experience and service quality – and loyalty programmes are central to this. This is according to leading independent customer relationship management company LoyaltyPlus. The company adds that part of ensuring operations continue during a crisis involves maintaining reward to customers, and being cognisant of relationships with key sta
Forrester's Customer Insights
JUNE 12, 2020
(Kara Hoisington, Mark Baizen, and Daniel Hong contributed to this blog.) Forrester just finished a customer service exec roundtable discussion on how companies and customer service organizations are weathering the COVID-19 storm. The insight-rich conversation presented an open forum for these 22 execs to share their victories and challenges during this time.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
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SmartKarrot
JUNE 12, 2020
Role: Customer Success Manager Location: Beaverton, Oregon, US Organization: RFPIO Inc. The Customer Success Manager (CSM) should actively be involved with customers to build relationships, promote software adoption, address Customer issues, identify new business opportunities, negotiate terms for Professional Services, and for the ongoing promotion of the value of RFPIO solutions.
Forrester's Customer Insights
JUNE 12, 2020
We’ve pulled together a collection of Forrester's research that will aid our clients in supporting their employees in this “adjusted normal” and maintain employee engagement.
PK
JUNE 12, 2020
It’s one of life’s frustrations: No matter who you are, most of the smartest people will always be working for someone else. So, in this big world, no matter how […]. The post MIT’s COVID-19 challenge: A weekend of work with fresh constraints appeared first on PK.
Forrester's Customer Insights
JUNE 12, 2020
To give you insights on the state of voice-of-the-customer (VoC) and customer experience (CX) measurement programs, my colleague Faith Adams and I are collaborating on a new piece of research. It will feature insights from our new State of VoC & CX Measurement Programs, 2020 survey, which is live now! If you are involved in your […].
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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.
Magellan Solutions
JUNE 12, 2020
Nowadays, businesses of all kinds are generating various types of data rapidly. With too much data, businesses are exposed to the risks of data explosion. For big companies, it’s easy to address these challenges. But for small businesses who are on a tight budget, data cleansing and migration might come in handy. Data cleansing and migration allow you to select, prepare, and transform data to permanently transfer it from one system storage to another.
Forrester's Customer Insights
JUNE 12, 2020
To continue to offer insights and guidance about voice-of-the-customer (VoC) and customer experience (CX) measurement programs, my colleague Maxie Schmidt and I are collaborating on new research. It will feature the results of our new State of VoC & CX Measurement Programs, 2020 survey. If you are significantly involved in your company’s VoC and/or CX measurement […].
Lithium
JUNE 12, 2020
The Atlas team is proud to introduce everyone to Staci Satterwhite, our new Chief Customer Officer! I couldn't be more excited to have a leader like Staci joining our ranks, and I hope everyone enjoys this quick interview with her. Please join me in welcoming to Atlas, say hello, and leave a comment with any questions you have for her below! The interview was conducted over zoom on Wednesday, May 27th.
CSM Magazine
JUNE 12, 2020
Back in the day, there were fewer ways that hackers could use personal data against people. Therefore, data privacy was not as big of a concern as it is today. Nowadays, people want to know what businesses do with their data. This is a method to ensure that both big and small companies won’t sell customer data or have it misused. As a result, data privacy has become a huge concern.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
inSided
JUNE 12, 2020
Welcome back to Episode 4 of The inSide Scoop: The customer success community podcast from inSided. This time we're in conversation with Lila Meyer, Director of Product Education at Gainsight, who tells us EXACTLY how they use their inSided-powered community for a product feedback process that ensures they continue to develop outstanding customer-centric products!
SmartKarrot
JUNE 12, 2020
Product adoption will be your leading indicator for achieving customer success. You will have to stay on top of tracking it so that you can reduce churn and increase retention. In the SaaS world, measuring it using product adoption metrics will verify how much value your customers are receiving from your product. If they are gaining a tremendous amount of value, you will see user retention levels increase, along with lifetime value.
Forrester's Customer Insights
JUNE 12, 2020
Developer security champions are members of the development team that can translate application security into a language that the rest of the developers can understand. These champions embed application security knowledge where it’s needed most: with the dev team. Earlier this week, I spoke with the members of Forrester’s Security & Risk Council about developer […].
SmartKarrot
JUNE 12, 2020
At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” This bold statement really does hold validity to it. Most of the revenue your company will rake in will come in? after ?the initial sales are received. Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue.
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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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