EX and CX: How to Optimize Both Using Employee Insights
Alida
MAY 3, 2021
Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX).
Alida
MAY 3, 2021
Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX).
ShepHyken
MAY 3, 2021
Each week I read a number of 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. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old s
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BirdEye
MAY 3, 2021
Building a successful sales strategy for your agency requires significant effort on your part. You’ll need to find the right team, identify the right type of clients you would like to sell to, and find the right software partner that can help you support those clients year after year. We wanted to figure out how marketing agencies can find the right software partner to drive results.
ShepHyken
MAY 3, 2021
Each week I read a number of 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. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old sc
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
CSM Magazine
MAY 3, 2021
Winning loyal customers can be challenging when many ecommerce websites offer the same or similar products. However, studies have shown that engaged customers are likely to spend more than 50% more than new customers on each purchase. The question is, though, how do you turn one-time visitors into loyal customers and brand advocates? Here are ten tips to help you get visitors to your ecommerce site to love your brand and become loyal customers. 1.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
NICE inContact
MAY 3, 2021
Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens.
Magellan Solutions
MAY 3, 2021
Call centers vs. bpo philippines. The terms BPO and call center are used interchangeably most of the time but there is a difference. A BPO Company performs back-office tasks of any business like customer support or accounting functions. Meanwhile, a call center company handles just telephone calls. Here at Magellan Solutions, we are not just a call center.
CSM Magazine
MAY 3, 2021
You may have heard the term VPN used by your IT department. You may have even used a VPN at home or while travelling. But what exactly is a VPN and why should you consider using one? A VPN provides a secure and stable connection between your home or work computer and an external network. The term VPN is an acronym for Virtual Private Network, and that gives users a good idea what to expect.
Forrester's Customer Insights
MAY 3, 2021
Marketers are obsessed with data. But when that obsession turns into tunnel vision on customer data only, it becomes impossible to achieve personalization at scale. Instead, brands need to know both their customer and their content, and Adobe took the wraps off a prototype that aims to do just that. At the company’s fully virtual […].
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Steve DiGioia
MAY 3, 2021
Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees. She’s sick and is calling out for today. NOOOOOOO, how can this happen?
Forrester's Customer Insights
MAY 3, 2021
Forrester Decisions is designed to help clients grow faster through customer obsession. The new portfolio will help executives, functional leaders, and their teams — across technology, customer experience (CX), marketing, sales, and product management — plan ?and tackle their most pressing initiatives and priorities for driving growth.
Bob Hayes
MAY 3, 2021
I recently reached out to data professionals on LinkedIn to ask a series of questions about their work. Results from one of those polls revealed that 46% of data pros reported that they work more collaboratively with their colleagues now than before the COVID-19 pandemic. About a third of respondents indicated that they work less collaboratively with their colleagues now than before the pandemic.
PK
MAY 3, 2021
The Empowered Buyer is not the same person from a year or two ago. Regardless of the product or service being sold, buyers now expect seamless orchestration throughout their experience. […]. The post Achievable digital selling strategies post-pandemic: Empower your sellers appeared first on PK.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
SmartKarrot
MAY 3, 2021
Role: Client Success Director – Sales Location: Atlanta, GA, US Organization: BRKThru Digital As a Client Success Director, you will obtain a solid pipeline of active pending business at all times. Keep abreast of the latest industry trends. Ability to have difficult conversations both internally and externally. Identifying potential customers through networking initiatives, cold-calling, and email communications.
ReviewTrackers
MAY 3, 2021
Hallmark Business Connections
MAY 3, 2021
Let Hallmark make it fast and easy for you to say “Thank You” this Nurses Week and Hospital Week with FREE 1-Day Shipping on all orders until May 7th. Shop now for the perfect card. Check it out! This article was originally published on Healthcare Business Today. Hope. Courage. Healing. These aren’t buzzwords — particularly after the past year. Though times have been difficult, essential healthcare workers have stepped up to the plate and earned kudos from a grateful world — even while enduring
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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.
Hallmark Business Connections
MAY 3, 2021
Let Hallmark help you say, “thank you” to your essential staff. For a limited time take 20% off* our Nurse and Staff Appreciation cards. Simply use code NURSES2021 at checkout. Check it out! This article was originally published on Healthcare Business Today. Hope. Courage. Healing. These aren’t buzzwords — particularly after the past year. Though times have been difficult, essential healthcare workers have stepped up to the plate and earned kudos from a grateful world — even while enduring unpar
Forrester's Customer Insights
MAY 3, 2021
Today, Verizon announced it is selling AOL and Yahoo! to private equity group Apollo for a hefty $5 billion, backing off its foray into media and advertising technology (adtech) and retrenching to its core competence as a mobile telco. This news should come as no surprise. When Verizon acquired AOL in 2015 and then Yahoo! […].
SurveySparrow
MAY 3, 2021
“I can’t believe it. Over 10,000 folks signed up to our website in just 2 days. All because of that campaign. Just letting you guys know that we’ve hit a home run here!” Before you think, what on earth is this? It’s Doug, our client’s CMO. He’s just ecstatic about the market research survey they conducted to test their upcoming product.
Calabrio
MAY 3, 2021
Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Albeit the hurdles, we’re proud to announce one of these leaders has been recognized by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a finalist in the 2021 ICMI Global Contact Center Awards for Best Contact Center Manager.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
ProProfs Chat
MAY 3, 2021
Finding the right target audience for your survey can make a valuable difference between collecting relevant data and pilling heaps of unrelatable answers. If you cannot spot your right audience you will end up collecting irrelevant, vague, and inaccurate data for your research. . This is where screening survey questions come to your rescue! Screening survey questions shortlist the right audience from your group of survey takers.
SmartKarrot
MAY 3, 2021
If you lived in and around the customer success space for a while, take a moment and think back to those earlier years. Appreciate how far the field has come–from delivering onboarding and adoption outputs to achieving major corporate and customer outcomes like customer ROI and retention. Leadership and the Customer Success Profession. Customer success firmly established a new level of legitimacy and maturity over the last decade or so.
Kitewheel
MAY 3, 2021
You may have heard that Kitewheel recently launched Journey as a Service (JaaS). JaaS is a modular offering for our industry-leading customer journey management hub, designed to make it easy to start journey management. How do we do this? JaaS makes getting started easy in three key ways. First, the customer journey experts of Kitewheel’s services team guide you through every step of the process.
Bold360
MAY 3, 2021
The tools agents use to deliver a great customer experience (CX) impact the employee experience (EX). Frontline agents face constant challenges around information retrieval that are akin to searching for a needle in a haystack, and in times of rapidly changing circumstances like the pandemic, this can be even more problematic. Luckily, there are lessons to be learned from what Bold360 customers went through last year to help improve EX moving forward.
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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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