Steve DiGioia

APRIL 10, 2023

When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Thanks, Tony Johnson for having me as a guest on your podcast. Click here to listen. Some topics discussed: Be specific with your recognition Leadership isn’t about position, it’s about influence and impact Make sure that you work to train and empower your new managers The post Leading Teams To Deliver Exceptional CX Podcast appeared first on Steve DiGioia Customer S

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Hospitality Leadership Blog Customer Service 11

eglobalis

APRIL 10, 2023

The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.

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Culture Customer Relationships Innovation Loyalty 151

ShepHyken

APRIL 10, 2023

Top Takeaways: Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. In his book, The Human Experience , John Sills shares the three myths that create poor customer service. Myth #1. The Myth of Customer Feedback.

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Return on Investment Poor Customer Service Contact Center Books 62

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth

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2023 Customer Success Multi-Channel B2B 59

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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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eGain Blogs

APRIL 10, 2023

Because of inflation and the conflict in Europe, the economic outlook has been uncertain. Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday! How do you go about doing it? Premier IT analyst firm Gartner has the answer. According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree.

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West Monroe

APRIL 10, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "From healthcare company to product company: Highmark's journey" on Spreaker. About the episode Highmark Health had the goal of building a health ecosystem that worked better for everyone.

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Healthcare 2023 Insurance Innovation 52

Centercode

APRIL 10, 2023

We outlined the key stages of a successful product launch, emphasizing the importance of planning, execution, and continuous engagement. We shared essential tools, best practices, and strategic insights to guide you through the launch process.

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CSM Magazine

APRIL 10, 2023

Working in customer service can be a demanding job. You might spend your days dealing with disgruntled customers and have to continually put on a patient, professional face even when things get tough. It’s no wonder why you need an outlet to help you relax after long shifts of dealing with unhappy people – and what better way to unwind than by playing Stické?

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Forrester's Customer Insights

APRIL 10, 2023

Last week, we published our latest in a series of “State Of” reports for specific verticals. You can find The State Of Cloud In Retail, 2023 on the Forrester website now.

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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

ShepHyken

APRIL 10, 2023

Each week, I read many 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. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

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Article Customer Service Magazine 2023 12

SmartKarrot

APRIL 10, 2023

Role: Customer Success Manager Location: Los Angeles, CA, United States (Hybrid) Organization: Bambee As a Customer Success Manager, you’ll be aggressive and self-assured when approaching potential customers * Organized with a sense of sales urgency * Strong communicators who can interact with people at all organisational levels * Coachable because weekly call monitoring, pipeline reviews, and 1:1 meetings with sales leaders will be present * Demonstrated analytical and problem-solving sk

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Customer Success Consulting Customers Reference 19

BirdEye

APRIL 10, 2023

The automotive industry is no stranger to competition. With advancements in technology and changing customer preferences, car dealerships and other players in the industry must continuously adapt to stay relevant. One of the crucial aspects of achieving success in this industry is through effective automotive marketing strategies. There are several strategies and automotive marketing campaigns that can help vehicle professionals stay ahead of the competition.

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Automotive Marketing Social Media Advertising 10

SmartKarrot

APRIL 10, 2023

Role: Customer Success Manager Location: Los Angeles, CA, United States (Hybrid) Organization: Bambee As a Customer Success Manager, you’ll be aggressive and self-assured when approaching potential customers * Organized with a sense of sales urgency * Strong communicators who can interact with people at all organisational levels * Coachable because weekly call monitoring, pipeline reviews, and 1:1 meetings with sales leaders will be present * Demonstrated analytical and problem-solving sk

Customer Success 15

Customer Success Consulting Customers Reference 15

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SurveyGizmo

APRIL 10, 2023

Latest Mobile SDKs deliver new features and customizations By Mel Fox, Product Manager for Alchemer Mobile, and Vanessa Bagnato, Director of Product Marketing at Alchemer We’ve made some key enhancements to Alchemer Mobile (formerly Apptentive), which includes new features and improvements in the 6.0 versions of the iOS and Android SDKs. These new features are the direct result of customer requests and are available immediately when you upgrade to iOS SDK 6.1 and Android SDK 6.0.4 We continue to

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Document 2023 Reference Customer Success 52

Centercode

APRIL 10, 2023

We defined what a product launch blog is, and why it's important. We also provided a step-by-step guide on how to write a product launch blog post, including defining your goals, identifying your target audience, determining your key message, and including social proof.

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Blog 52

Russel Lolacher

APRIL 10, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with psychologist and data analyst Dr. Kalifa Oliver on the importance of people analytics when hearing the voice of employee (VOE) at work. A few reasons why she is awesome — she is the founder and managing partner of DeepDive Consulting – a consulting agency to help organizations bring together leadership, employee experience, data analytics together to discover, value, retain and elevate talent.

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Culture Leadership Communication Employee Experience 52

Kapta Customer Success

APRIL 10, 2023

Productivity is something that everyone seems to struggle with, and key account managers are no exception. Sales reps spend only 28% of their week selling , down from 34% in 2018, according to research by Salesforce. That’s why it’s critical to make the most of your time so you can complete all the necessary tasks and still have time for strategic planning, client engagement, and professional development within a 40-hour work week.

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Management 2018 Sales Engagement 10

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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.

Customer Engagement

Forrester's Customer Insights

APRIL 10, 2023

B2B marketers overwhelmingly agree that buyers expect an experience personalized to their needs and preferences across sales and marketing. Personalization capabilities and components are distributed throughout the B2B marketing technology stack, but organizations often struggle to define an audience-centric view of the role of personalization that extends throughout the customer lifecycle.

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2020 Research

APRIL 10, 2023

How can I improve my market research using automation? When it comes to improving efficiency in quantitative research, automation is an essential component. But sometimes, automation means losing configurability. Thankfully, you can use Method Builder on Methodify , Sago’s automated quantitative research engine, to create a fast and repeatable option suited to your distinct objectives and criteria.

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Government Books Demo Financial 52

Forrester's Customer Insights

APRIL 10, 2023

Personalization sounds good in theory – who doesn’t want a moment customized just for them? But the reality is that not all consumers or customers want personalization from brands at the same intensity across the customer lifecycle (see Figure).

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Forrester's Customer Insights

APRIL 10, 2023

Plan Now for Major Changes to Oracle Java Licensing Costs Oracle has again changed licensing rules for its widely used Java product. On Jan 23, 2023, the company introduced a new license metric, the SE Universal Subscription.

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2023 Metrics Government Information 26

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