Experience Investigators by 360Connext
JUNE 2, 2020
My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” The first screen I saw, behind the receptionist, rotated between company logos, inspirational sayings, and a colorful dashboard of graphs and numbers. “There it is!” My client proudly pointed to the dashboard.
Ecrion
JUNE 2, 2020
With the upgraded CCM platform, Ecrion is providing a faster, user-friendly customer communication management solution. Ecrion announced the release of the latest version of its customer communication (CCM) and customer experience (CX) platform. This release, based on a microservices architecture, also introduces a new suite of digital experience (DX) applications, designed with specific business processes in mind, including insurance claim processing, loan applications, patient onboarding, and
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TechSee
JUNE 2, 2020
Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group. According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019.
Inbenta
JUNE 2, 2020
1. Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away.
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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.
One Millimeter Mindset
JUNE 2, 2020
The stories clients need to hear are about the stuff they need to know. So we get to where we need to go. Together. One millimeter at a time. Are you playing it safe, altering your business and use cases, and your HR and design team stories? So you dance around topics which should be emphasized? Soft-selling project attributes which, if otherwise ignored, might come back to haunt stakeholders?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond the Arc
JUNE 2, 2020
Jay Palter and Steven Ramirez discuss social media for banks and credit unions. Social media can be a great way for banks and credit unions to create deep engagement with their brand. But of course, it cuts both ways. If you want to use social channels you have to treat them like a conversation. That [.]. The post How can banks and credit unions leverage social media during COVID-19?
Bold360
JUNE 2, 2020
Last week was a really big week for our CXNext team. We held our annual CXNext event – this year 100% virtually – as we all continue to WFH and live through this pandemic. It was an amazing event that exceeded all our expectations. Great speakers shared their perspectives on changing the way we work, changing the way we live our lives and changing the way we service our customers.
Talkdesk
JUNE 2, 2020
Everyone reacts differently to stressful situations , but fear and anxiety about a disease like the coronavirus (COVID-19) can be overwhelming and invoke a variety of strong emotions. Global events like a pandemic can increase stress levels in the call center and, as a call center agent, you can be setting yourself on the dangerous path to a fast burnout if you allow for workplace stress to accumulate.
Waypoint Group
JUNE 2, 2020
What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity to interview David Ellin for some answers, since he’s expert in Customer Success programs that drive retention and expansion. Here’s 5 minutes from his take on B2B Customer Engagement, why it’s critical (especially in “these” crazy times), and a little bit on R
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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
Horizon CX
JUNE 2, 2020
How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter? Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit.
SaleMove
JUNE 2, 2020
There is no doubt that life after the pandemic will be forever changed. However, there are certain aspects of the professional landscape that are coming into focus. The after-effects will be far-ranging, but, without a doubt, one of the megatrends triggered is the sudden work-from-home (WFH) phenomenon. Companies who may have questioned employees’ productivity in […].
Totango
JUNE 2, 2020
Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. Having a good customer success crisis plan can help you maintain good relationships with customers.
SurveySparrow
JUNE 2, 2020
Growing staff turnover forces business owners to look for new methods to attract qualified staff, retain professionals with experience, and find ways to grow their own experts. However, under the current conditions of competition, it is becoming increasingly difficult to win this confrontation every year. Therefore, recently the companies focus on the development of the employer’s brand and consider it a strategic direction of development.
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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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NetBase
JUNE 2, 2020
. While other retailers are filing for bankruptcy protection or closing up shop, Walmart and secondhand clothing retailer ThredUp just partnered up in a master move that may disrupt the space. In this overview detailing why this merger is a match made in retail heaven, we’ll share consumer and market intelligence around: The state of retail post-COVID.
Feedbackly
JUNE 2, 2020
For a ship to sail in the right direction and reach its final destination, it needs a good captain. But that’s not enough. The. Source.
Forrester's Customer Insights
JUNE 2, 2020
It’s been more than two months since corporate America’s unexpected leap into the deep end of the remote work pool. Behind the backdrops of our endless video calls, we’ve been juggling unexpected incursions from children, pets, and other household activities. Despite the occasional drama, we’ve been largely successful at adapting to this new paradigm, answering […].
Ascribe
JUNE 2, 2020
Your business has access to countless data sources with feedback from your clients, customers, employees, vendors, and more. This unstructured data holds the key to achieving your customer experience goals, but analyzing it properly requires specialized solutions. Text analytics technology introduces an automated approach to analyzing and visualizing unstructured text data for qualitative measurements.
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
JUNE 2, 2020
How much has your business really changed since implementing AI? I’m not asking about lift for discrete metrics such as customer loyalty, campaign revenue, or even process optimization. Was the DNA of your enterprise altered by tweaking the edges? Of course not, because the elasticity quotient was not met. The elasticity quotient links the KPIs […].
Alida
JUNE 2, 2020
The events of the past week have been difficult to process and put into words. I want to foremost express my devastation and condemn the deaths of George Floyd, Ahmaud Arbery, Breonna Taylor, Trayvon Martin and so many others who have been senselessly murdered for no other reason than the color of their skin. This is a recurring pattern, and the protests that have emerged in cities across the world further highlight this continuing racial divide.
MyCustomer
JUNE 2, 2020
Engagement The power of ideas that don't make sense: Part 2.
Alida
JUNE 2, 2020
The events of the past week have been difficult to process and put into words. I want to foremost express my devastation and condemn the deaths of George Floyd, Ahmaud Arbery, Breonna Taylor, Trayvon Martin and so many others who have been senselessly murdered for no other reason than the color of their skin. This is a recurring pattern, and the protests that have emerged in cities across the world further highlight this continuing racial divide.
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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.
SmartKarrot
JUNE 2, 2020
A list of Top 8 Strategies for Customer Retention which are followed by the Top CSMs of the company to increase brand loyalty. #1 Focus on building trust. As you manage your relationship with new and existing customers, make sure you give them ample opportunity to trust you. Ensure appropriate expectations are set, no false promises are made, customer queries are responded to in timely fashion and that the customer realizes that you are working hard to make them succeed. #2 Create peaks in custo
Martin Hill-Wilson
JUNE 2, 2020
According to Lisa Barret Feldman and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function – to interpret what is going on and then respond: based on ongoing simulation and prediction. The result is our everyday reality. Here is her three minute explanation if you want more insight. In this context, emotion is crucial to the accuracy of that ongoing interpretation.
SmartKarrot
JUNE 2, 2020
Role: Customer Success Manager Location: Atlanta, GA, US Organization: ProKeep In this role, you will be reporting to the Director of Customer Success, this Entry Level Customer Success Manager (CSM) will support the customer lifecycle as it relates to user adoption, on-going support, platform optimization and expansion. Apply here: [link] Role: Customer Success Manager- East Coast Location: Remote, US Organization: WhiteHat Security The Customer Success Manager (CSM) is responsible for driving
Andrew Mcfarland
JUNE 2, 2020
Companies don’t understand the customer success role. I don’t understand why this is such a perplexing subject. In this post, I’ll try to describe the most common confusion points related to customer success roles. Customer success is [not] a cost.
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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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