Experience Investigators by 360Connext
JULY 28, 2020
What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.
Playvox
JULY 28, 2020
Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy.
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ShepHyken
JULY 28, 2020
The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.
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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.
Ecrion
JULY 28, 2020
1. Nurture Leads | 2. Personalize Customer Service | 3. Improve Relationships | 4. Connect Across Many Channels |. 5. Understand Your Customer | 6. Value the Customer’s Time | 7. Use Data for Better Decisions | 8. Streamline the Buyer’s Journey. We’re in the age of automation. And it’s changing how companies reach and relate to their customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Calabrio
JULY 28, 2020
Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award.
Cyara
JULY 28, 2020
You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories. We could not be more excited to host you and other customer experience enthusiasts. The theme for this year’s event is (drum-roll, please…) Assurance and Agility in An Uncertain World.
Zeisler Consulting
JULY 28, 2020
The world of CX is covered in platitudes and clichés. I don’t say that to denigrate it as a field of study and practice (quite the opposite), but rather just to acknowledge it so as to better combat empty words in favor of making actual impacts. Sometimes clichés are clichés because they’re right. One of those sayings that make the rounds all the time is, “if you take care of your employees, they’ll take care of your Customers.
Forrester's Customer Insights
JULY 28, 2020
Prioritization is the art and science of making decisions, an active process of choosing one thing over another. Just like we all need some form of prioritization in our day-to-day activities, whether we’re thinking about how to tackle our current day’s workload or household chores, companies need prioritization processes and approaches that ensure decisions are […].
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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
Strikedeck
JULY 28, 2020
Vincent Manlapaz, in an interview with Nuno Paiva das Neves talks about the importance of integrating customer feedback into developing a coherent and cohesive customer journey.
Centercode
JULY 28, 2020
Begging for feedback from unenthusiastic or inexperienced testers is a frustratingly common occurrence for many beta and delta testing teams. But tester engagement — and the resulting feedback — are both vital to test success.
Forrester's Customer Insights
JULY 28, 2020
The novel coronavirus shut down the US economy, freezing US consumer spending. This, however, is a temporary situation – consumers will resume spending when it is safe again for them to conduct regular commerce. So, the question customer experience (CX) professionals must ask their businesses is, “Are we positioned to recapture our clients once they […].
MyCustomer
JULY 28, 2020
Engagement How one CX team saved its company from crisis.
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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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Grade.us
JULY 28, 2020
Reading Time: 13 minutes. If you’re running an assisted living center , word of mouth referrals, search engine visibility and online reviews are essential to driving new guests. You can imaging that an elderly care review site like Caring.com can aid you in developing a great reputation. If you focus on building out your listing and earning great Caring.com reviews, you can attract more seniors to your business.
Vanilla Forums
JULY 28, 2020
You may have heard you can roll out a community platform in just a few days. What you have heard is 100% true. But the platform is just the tip of the iceberg of successful community investment. The other pieces - even more important than the digital home itself - will take several weeks or even months. Done correctly, however, these are the most rewarding parts of a community-building journey.
SmartKarrot
JULY 28, 2020
Source. In a subscription based business model, customers play an important role in achieving your business success. Your business is not siloed anymore and you need to integrate the opinions of all the stakeholders that participate in running your business. You are a part of a bigger ecosystem and your services and products must incorporate all the aspects of it.
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.
Confirmit
JULY 28, 2020
We’re delighted that the Confirmit AIR Awards submissions are already flooding in. If you’re still deciding whether to enter, be quick! The deadline is two weeks away but there’s still time. We’ve had lots of questions from customers, so if you need answers or reassurance that you’re on the right track the AIR Awards team is here to help!
Keatext
JULY 28, 2020
The post What makes great CFM? appeared first on Keatext.
NetBase
JULY 28, 2020
Amazing and unexpected insights are uncovered using next generation AI-powered social analytics. But don’t take our word for it, we interviewed a couple of NetBase Certified Data Analysts from Doe-Anderson to share their experience around everything consumer and market intelligence has to offer. Derek Kopecky and McKenna Mitchell are both Data Analysts at Doe-Anderson , one of the oldest continuously operating advertising agencies in the United States.
Forrester's Customer Insights
JULY 28, 2020
A decade ago I completed the first ever assessment of Australia’s emerging “trusted” or private Infrastructure-as-a-Service (IaaS) market. I followed this up with a 2010 opinion-editorial calling for improved “cloud computing regulation” in Australia as a model for global oversight of a hugely important market segment.
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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
JULY 28, 2020
Role: Customer success manager Location: Boulder, Colorado, US Organization: Floify Being a CSM at Floify, You will be responsible for strategic account management besides building and maintaining relationships with key decision-makers. Manage the on-boarding, rollout, and account management from sales to renewals. Facilitate account growth and promote customer priorities, strategic initiatives as well as operational goals.
Ascribe
JULY 28, 2020
How much of your business data is sitting around unused? You may have many ways to work with structured data, but your unstructured data gets overlooked due to the difficulty involved in the process. Relying on structured data alone means that open-ended comments and responses don’t factor into your reports and business goals. You could. Read more » The post How Text Mining Impacts Business appeared first on Ascribe.
Forrester's Customer Insights
JULY 28, 2020
SAP just announced its intent to spin off Qualtrics – the $8 billion dollar purchase it made less than two years ago. This moves goes against much of what was said when the acquisition took place, when it was stated that the two companies were bringing together two powerful systems, one operational and one experiential. […].
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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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