Advantage Communications
JULY 27, 2021
It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike.
Alida
JULY 27, 2021
Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one!
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Hallmark Business Connections
JULY 27, 2021
As we make our way through 2021, our Artificial Intelligence (AI) and Business Intelligence (BI) dreams are turning into a reality. Bots, machine learning, predictive models, and big data all impact businesses daily. But are these technological advancements making brands appear less caring? Less real? Less human? It’s a valid concern, especially when the latest trends in customer experience point to the fact that we need to be more human with our customers.
ShepHyken
JULY 27, 2021
Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best.
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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.
Zonka Feedback
JULY 27, 2021
Customer Experience and Customer Service both are your priorities to keep your customers happy and achieve business growth. Both are part of a customer-centric approach and are considered the same thing. Thus, both the terms are used interchangeably but are they the same things? No, they are different from each other.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Zonka Feedback
JULY 27, 2021
Loyal customers are the primary source of attracting more sales into your business. Loyal customers make repurchases with you and also attract other customers into your business through their good word-of-mouth. When you have your loyal customers with you, nothing can stop you from attaining excellent business success.
Sampson Lee
JULY 27, 2021
Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are “fast and easy”). This is because it will lead to three negative consequences: Exacerbate income inequality Reduce the competitiveness of enterprises Damage the customer experience profession Two […].
C3Centricity
JULY 27, 2021
This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.
CSM Magazine
JULY 27, 2021
It’s said that there’s no room for doubt as to what customers mean to a business. Customers are believed to be the primary driver for sales, and without them, a business would be non-existent. So, it’s always advisable to take good care of clients and provide them with solutions to their needs. This is essential for any company that’s looking to remain relevant and competitive in the game for the years to come.
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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
Conversocial
JULY 27, 2021
In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.
C Space
JULY 27, 2021
Interview with Chase Polan, Founder and CEO of Kypris Beauty. By Lidi Grimaldi, Express Arena Subject Matter Expert. 3 Chase Polan is the Founder and CEO of Kypris Beauty, a beauty brand which specializes in sustainably grown botanicals, and one which has developed a very loyal customer base during its 10 years in business. Kyrpis is not the first company Polan founded – she ran an educational consultancy for 11 years, launching it when she was just 21 years old, but quite naturally found h
Conversocial
JULY 27, 2021
In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.
Education Services Group
JULY 27, 2021
You did it! You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) and documented. Documenting these success stories can be done in several different ways, including written or video customer testimonials, asking that customer champion to take a reference call with another new perspective customer, or by th
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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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Gainsight
JULY 27, 2021
Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April 2020, the unemployment rate reached 14.8% , the highest rate observed since data collection began in 1948. In hindsight, looking at these stark facts, we could not have imagined that a year later, the reverse would be true.
CSM Magazine
JULY 27, 2021
PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in the 2021 Computing Cloud Excellence Awards for the ‘Best Cloud Finance Solution’ category. The award submission focusses on how PCI Pal has supported new and existing customers in being able to continue securely handling payment transactions amid the pandemic, when contact centre agents transitioned to working from home.
Magellan Solutions
JULY 27, 2021
Why are Telemarketing Services in the Philippines and in India considered as the top places to outsource? Contrary to popular belief, telemarketing is still a viable marketing strategy for small to midsize businesses. The best telemarketing services offer more than just cold calling random numbers to sell something. They assist with lead generation, campaign management, and other essential services to make sure you’re generating a high ROI.
C Space
JULY 27, 2021
Interview with Charles Stanley, President of De Beers Forevermark. By Jeanie Havens, Express Arena Subject Matter Expert. 3 Charles Stanley’s insight into the luxury jewellery business comes from his time at some of the biggest diamond brands in the world, including Harry Winston and DeBeers. He was part of the team that helped to brand the DeBeers name, and was later involved in launching Fovermark, of which he is now President.
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.
Qualtrics
JULY 27, 2021
The pandemic has been hard enough on working parents, who have adjusted and readjusted to daycare closures, at-home schooling, and workplace changes. What’s more, nearly half of employed moms and dads feel they have been discriminated against at their jobs for focussing too much on their families. That’s according to a Qualtrics study of more than 1200 U.S. residents that was fielded in partnership with the Boardlist , a talent marketplace that connects companies with diverse leaders for board a
Alliance by IFS
JULY 27, 2021
New survey data suggests that only enterprise software optimized to deliver, not units, not revenue, but the inflection points that matter to. The post 51 Percent of Companies have Re-engineered Processes for Better Customer Experiences appeared first on IFS Blog.
kommunicate
JULY 27, 2021
What is Conversational AI? We all remember conversing with a Chatbot at some point in our lives. And we also remember having to then connect with a Human because the chatbot couldn’t understand our query. It was simply too complex for the Bot to decipher. The customer support executive, however, could easily understand our intent [.]. The post Conversational AI: A Complete Guide for Business in 2021 appeared first on Kommunicate Blog.
delighted
JULY 27, 2021
There’s no sugarcoating the fact that achieving and maintaining product/market fit is a constant struggle. And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever. To support you in making your product experience a cornerstone of your brand along with your customer and employee experience, we’re thrilled to announce the newest survey template to our lineup: Product/Market Fit (PMF) surveys.
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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.
SurveyGizmo
JULY 27, 2021
Note from the Alchemer Webinar on HR.com. Recently, Alchemer hosted a webinar with HR.com to talk about the challenges of returning to the workplace after 14 to 18 months away. The panelists – Vanessa Bagnato, Director of Enterprise Solutions, and Sue Bonsor, Director of Customer Support at Alchemer – talked about the different workplace models and considerations for developing a return-to-work plan, and involving employees in the decision during the webinar. .
Opinionator
JULY 27, 2021
The customer satisfaction survey has been around for over 40 years. It is widely used as a method to gauge customer satisfaction, and is now an integral part of corporate, government, and organization management strategies. The employee version of the same thing has been around even longer. Notwithstanding this – a long shelf is not […].
Thematic
JULY 27, 2021
Text analytics has been around for dozens of years and several hype cycles. The most recent one, in 2020, is attributed to GPT-3, a proprietary language model. It’s basically a giant black box that costs an estimated $12 million to train. A language model means that if you give it an input in natural language, it provides an output, such as a summary.
SmartKarrot
JULY 27, 2021
Role: Head of Customer Success Location: San Francisco, CA, US Organization: Turn/River Capital As a Head of Customer Success, you will work with the leadership teams at 2 to 3 of the Turn/River portfolio companies to develop and implement retention and growth strategies and build operational best practices. Partner with the CS leaders to recruit, develop, and train their teams.
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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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