Alida

MARCH 20, 2020

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days.

Customers 204

Customers Engagement 204

Beyond Philosophy

MARCH 20, 2020

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic. Since the year 1580, aka the year we started charting shark attacks, there have been a little over 2,000 shark attacks, of which 471 were fatal.

Marketing 171

Marketing Consulting Financial Social Media 171

Integrity Solutions

MARCH 20, 2020

Today, there’s a lot that we can’t control. But there’s a lot that we can. Virtual learning is one way to maintain connection to business goals- and each other. So, you’re suddenly working from home. Join the club! No, literally, join the club. Over the past few weeks, many people have joined communities of fellow co-workers, online, filled with other people whom they had previously not known.

Travel 94

Travel Healthcare Sales Events 94

Customers That Stick

MARCH 20, 2020

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the current situation, the ability to work customer service jobs from home was increasing both as the technology and benefits of a distributed workforce increased.

Customer Service 103

Customer Service Contact Center Customer Relationships Technology 103

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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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Bold360

MARCH 20, 2020

Customer experience (CX) is fast overtaking price and product as a key brand differentiator. And in a world where social distancing and even sheltering-in-place have become the new norm, an omnichannel approach is now more important than ever. Companies are scrambling to keep pace with the shifts in customer behavior since the outbreak of COVID-19. At the same time, they are having to address evolving customer expectations, digital transformation, multiple online channels, and emerging CX capabi

Customer Engagement 72

Customer Engagement Engagement Omnichannel Social Media 72

Eptica

MARCH 20, 2020

Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020. Author: Pauline Ashenden - Marketing Manager Given the current coronavirus pandemic, many employees across the world are now working from home, often for the very first time. How can businesses support them effectively using technology, especially video connectivity?

Connections 72

Connections 2020 Culture Communication 72

Talkdesk

MARCH 20, 2020

An unprecedented challenge. The coronavirus pandemic is like nothing in our lifetime. Every day brings more global news of measures to control the spread of the virus — closure of schools, restaurants, stores, sporting events and more. Social distancing is the mantra of the day. Large gatherings of all kinds are being shut down. Grocery stores can’t keep goods on shelves as people stock up and hunker down.

Contact Center 102

Contact Center Call Center Sports 2020 102

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured.

Customer Journey 70

Customer Journey Insights NPS Banking 70

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

Contact Center 82

Contact Center Employee Experience Article Document 82

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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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Team Support

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart?

Management 80

Management Leadership Sports Culture 80

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

Contact Center 73

Contact Center Employee Experience Article Document 73

Magellan Solutions

MARCH 20, 2020

Outsourcing an order taking call center is the ultimate choice. Along with convenience, personalized service is one of the keys to enhancing customer experience. . While there’s nothing wrong with an automated answering service, this is not what customers prefer. They seek someone who can immediately address their needs and concerns, especially when ordering food and other necessities through the phone.

Call Center 52

Call Center Average Handle Time Return on Investment Customer Service 52

NetBase

MARCH 20, 2020

With no real end of the Coronavirus, aka Covid-19 in sight, how will companies and brands reach sports fans on their couches, when so much of their regular advertisements are typically tied up in live sports? Next Generation AI-powered consumer and marketing intelligence reveals all, including some options for brands to pursue. Shifting Funds and an Opportunity for Digital Marketing.

Sports 67

Sports Advertising Social Media Consumers 67

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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,

Measurement

Lithium

MARCH 20, 2020

We understand that the time you have to get up to speed on this crisis is critically short; people have tons of questions about how to manage this new environment and need help ASAP. That is why we are hosting an Expert Event in our Atlas Community next Tuesday, March 24th. We have invited some of our most experienced customers, employees, strategists, consultants, and partners to spend some precious time to answer questions and share best practices around digital engagement, community managemen

Management 64

Management Events Consulting Engagement 64

Forrester's Customer Insights

MARCH 20, 2020

Emotion is the most important dimension of CX quality — even for digital. Our CX Index™ data proves it. That goes double given the uncertainty of the COVID-19 pandemic. Read three ways to ensure you're delivering emotionally relevant CX during this difficult time.

Customer Centricity 67

Customer Centricity Customer Experience Customers 67

Optimove

MARCH 20, 2020

The COVID-19 pandemic currently impacting our world is something I once only believed was possible in Hollywood movies – schools being closed for more than a month in some areas, entire companies forcing employees to work from home, restaurants and bars closing and the scary thoughts of how this is impacting our economies all while we worry about keeping ourselves and our loved ones safe and comforted during the ever-changing turning of events while they unfold.

Marketing 40

Marketing Events Webinar Customer Centricity 40

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” Or do they? Spun from the beloved children’s fairytale about a home invasion conducted by an unsupervised, malnourished child (thanks, Reddit ), the Goldilocks principle states that something must fall within certain margins, as opposed to reaching extremes.

Customer Success 52

Customer Success Customer Centricity Webinar Return on Investment 52

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

Oracle

MARCH 20, 2020

For most people, doing taxes is a chore. But a strange thing can happen to those who use modern tax prep solutions—they may even enjoy it. How could this be? We get an impression early in life that taxes are tedious, complex, and stressful. Yet in spite of this, brands like TurboTax and H&R Block leverage customer experience sweet spots that make tax filing a relative pleasure.

Entertainment 52

Entertainment 2018 Connections Financial 52

Forrester's Customer Insights

MARCH 20, 2020

Earlier this week, CX research directors David Truog and Harley Manning published a blog post that highlights two key points that I urge CX leaders who manage VoC programs to consider: understanding your customers is critical right now, and it is time to adapt your approach to CX. When it comes to your VoC program: […].

Blog 63

Blog Management Measurement Customer Centricity 63

Qualtrics

MARCH 20, 2020

To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. Keeping healthcare workers safe and equipped with the support and resources they need is crucial to providing the care patients require during the COVID-19 outbreak.

Healthcare 34

Healthcare Leadership Connections Feedback 34

C Space

MARCH 20, 2020

The Brand Move Roundup – March 20, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Chris Nurko. Chief Innovation Officer, C Space. We started this series of brand updates just over a week ago, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

2020 40

2020 Brands Retail Transportation 40

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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.

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Inbenta

MARCH 20, 2020

Different types of chatbots. First and foremost, it is important to differentiate the various types of chatbots available in the market. From simple menu/button-based chatbots to conversational AI chatbots , they’re not equals as they can be using different types of technology. So let’s see what are the specificities of each of them. Button/Menu-Based Chatbots.

Hotels 90

Hotels Competitive Advantage Books Technology 90

Bizagi

MARCH 20, 2020

Many of us have been forced to work from home during these uncertain times. Here at Bizagi, we’re making sure that all our employees, customers and partners are looked after and doing everything necessary to ensure business continuity. We also want to try to help bring a smile to people’s faces and provide some light relief…. Many of you in the Bizagi community will be familiar with using Bizagi Modeler for Business Process Modeling and building workflows.

Entertainment 89

Entertainment Download Blog Innovation 89

Gainsight

MARCH 20, 2020

It’s times like these that really put what’s important into perspective. Nick recently wrote a great post detailing five major reasons why customer success, and its impact on retention, is existential for businesses during a downturn. To paraphrase, being there for your customers when they need you most will enable you to keep and grow their business when you need them most.

Customer Success 88

Customer Success Financial Customer Base Communication 88

Cyara

MARCH 20, 2020

It's Friday! And, boy, it's been a long week. On Monday I posted tips for quickly setting up a home-office , followed by a post on Wednesday with some advice for secondary things that may make your mandatory work-from-home status a little easier. Today, I'm sharing a few ideas on ways to make this period of time as pleasant and productive as possible.

Virtual Agent 67

Virtual Agent Contact Center 67

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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