Interactions

FEBRUARY 25, 2021

You’re not able to change the unpredictability of the weather, but you can ensure better days ahead for your customers and care team when outages do occur. We witnessed the catastrophic effects that outages can cause recently when Winter Storm Uri’s extended cold, snow, and ice resulted in snapped power lines, burst pipes, and other damage. As a result, many utilities were forced to “roll” outages to keep up with the damage to the grid, causing people who were initially fortunate enough not to l

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Contact Center Customer Satisfaction Communication Consumers 62

Beyond Philosophy

FEBRUARY 25, 2021

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. When I read this book, I thought, “Bloody hell! This is it!” I was working at British Telecom at the time, so I showed it to my boss. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history.

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Events Presentation Books Consulting 78

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

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Roadmap Management CEM Customer Experience Management 108

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Suzzanna has over 12 years of leadership experience and is currently working on a PhD with a focus of entrepreneurship and innovation. Listen to the podcast below to discover how Suzzanna transforms CX teams to excellence.

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Customer Engagement Engagement Culture Customers 69

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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.

Customers

CSM Magazine

FEBRUARY 25, 2021

Megan Neale, Co-Founder and COO at Limitless explores the relationship between GigCX and Customer Lifetime Value (CLV) and how it enables brands to re-think their approach to customer service. This period of history will forever be defined by human disconnection. In its place, digital transformation initiatives have accelerated to keep up with the pace of change.

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Virtual Agent Customer Journey Innovation 2016 64

One Millimeter Mindset

FEBRUARY 25, 2021

Some days, attaining our February 2021 professional goals feel like running a continuous marathon race, don’t they? Because the finish line seems to move further away, the closer we get. It is time to chunk your February professional goals into smaller, more feasible, and challengingly achievable accomplishments. Get to where you really need to go together.

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Blog Innovation Leadership 2021 77

Maru Group

FEBRUARY 25, 2021

By Steve Brockway, Chief Research Officer | February 25, 2021. Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. This focus on the rational misses the crucial emotional element of a brand experience.

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Customer Experience Net Promoter Score Touchpoint NPS 52

Innovative CX

FEBRUARY 25, 2021

I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. Each semester I set aside one of our sessions to discuss corporate social responsibility within organizations especially as they pursue globalization of their products and services. The lively discussion among students usually centers on which comes first, corporate profits or social responsibility?

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Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. This focus on the rational misses the crucial emotional element of a brand experience. We have evidence that brilliant customer outcomes are the result of using these rational metrics that show the business what needs improving combined with Emotional CX measurement which uncovers how it

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 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

Retail

CSM Magazine

FEBRUARY 25, 2021

Service and convenience is driving the growth of online shops and services and that is why industries such as sports betting has boomed over the last few years. Most millennials would scoff at the idea of travelling to a high street betting office, filling out a paper betting slip and waiting in a queue to place a bet on their favorite sport with paper money.

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Sports Customer Service Loyalty Programs Travel 52

Kerry Bodine

FEBRUARY 25, 2021

If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work. CX Transformation For Hearing Care by Smart Design in the USA. Future Of Facilitation: Digital Blueprinting On A Global Scale by Xero in Australia.

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2020 Insurance Government Brands 71

Think Customers

FEBRUARY 25, 2021

As the COVID-19 vaccine rollout begins across the country, patient experiences vary. Hear what some people had to say in their efforts to receive some of the first doses of vaccine, and how what they’ve experienced can help improve future vaccine distribution. The CX POD · In Their Own Words: Vaccine Patients Share Their Experiences. Transcript : Liz Glagowski : Hi, I’m Liz Glagowski, editor of the Customer Strategist Journal.

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Hospitality Healthcare Information Technology 52

Kustomer

FEBRUARY 25, 2021

As the direct-to-customer market grows, many brands continue to adopt traditional approaches to customer service and stumble over the same obstacles again and again. How should customer service professionals rethink client care? And where should brands even begin this process? Let’s unpack some common customer service problems and solutions. Below, we outline common obstacles, such as adapting to new customer preferences and gauging success, and cover modern solutions.

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Customer Service Contact Center Communication 2020 75

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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

Steve DiGioia

FEBRUARY 25, 2021

During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. You thought, “I just gotta get the hip crowd to check out my store.

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Customer Focused Customer Service Customers 75

Magellan Solutions

FEBRUARY 25, 2021

8 easy steps on how to outsource to Philippines. Our longtime clients are now reaping the benefits of their partnership with us. They will be more than eager to agree that they’re able to save more. This is in comparison to the pay for a full-time local professional. . If you want to get on the list of success, here is a guide on how to start choosing your partners: Research.

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Contact Center 2013 Call Center Definition 52

PK

FEBRUARY 25, 2021

With the blurring lines between the retail, fintech, and banking industries, customers are left wondering why personalization in financial services, for lack of a better word, sucks. Banks are being […]. The post Personalization in financial services: An imperative to stay relevant appeared first on PK.

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Financial Banking Retail Insurance 52

Magellan Solutions

FEBRUARY 25, 2021

What we guarantee for BPO accounting companies in the Philippines. Magellan Solutions is one of the leading contenders of the industry. Because of this, we take pride in our virtual accounting services. Our agents are always trained to meet your temporary or ongoing needs. All services are also patterned after your own company. As a result, it’s almost like you hired an in-house team.

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Call Center Financial Technology Consumers 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

The DiJulius Group

FEBRUARY 25, 2021

How are certain businesses able to scale and still maintain business excellence to their customers and their employees? Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate has worked with two of the biggest hospitality giants, Horst Schulze, co-founder of The Ritz-Carlton, and Truett Cathy, founder of Chick-fil-A. And he shares some valuable insights into.

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Hospitality Customer Service Article Insights 52

Forrester's Customer Insights

FEBRUARY 25, 2021

Digital transformation is coming to Corporate Banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long. Now these clients are starting to demand change.

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Banking Retail Innovation User Experience 47

Blueshift

FEBRUARY 25, 2021

Let's compare the Customer Data Platform (CDP) versus the Customer Relationship Management (CRM). Both are extremely popular platforms, and both prioritize customers, but they are worlds apart in function and purpose, The post CDPs vs. CRMs: What Marketers Need to Know appeared first on Blueshift.

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Marketing Customer Relationship Management Customer Relationships Management 97

PK

FEBRUARY 25, 2021

PK, the global services firm that helps the world’s most customer-obsessed brands design, build, and run the future, has been recognized by Forrester Research in its Now Tech: Continuous Automation […]. The post PK featured in Forrester’s Now Tech report on Continuous Automation and Testing appeared first on PK.

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Brands Customers 90

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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.

Information

SmartKarrot

FEBRUARY 25, 2021

Role: VP of Customer Success & Strategic Initiatives Location: San Diego, CA, US Organization: TargetCW As a VP of Customer Success & Strategic Initiatives, you will set and manage your team’s objectives and priorities to ensure they achieve customer adoption, customer retention, customer satisfaction metrics, and assist in the growth of monthly recurring revenue by employing proven and agreed-to customer success strategies and tactics.

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Customer Success Roadmap Customer Journey Mapping Customer Retention 10

Storyminers

FEBRUARY 25, 2021

The post We’ve Seen the Future and You’re Going to Love It appeared first on Storyminers.

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Vanilla Forums

FEBRUARY 25, 2021

During one of my first gigs as a Product Manager, my manager at the time sent me to get certified by Pragmatic Institute to learn the fundamentals of building and managing software products. One of my biggest takeaways from the training was simply one, slightly blunt statement: “Your opinion, although interesting, is irrelevant”.

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Management Feedback 59

Optimove

FEBRUARY 25, 2021

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, smart CRM basics on machine learning in marketing, and a CRM analysis on Angie’s List. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Product Returns Are Good For You, and Support Goes Digitally Personal at Walmart, Others.

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Marketing Blog 52

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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