Interactions
MAY 13, 2021
Everyone texts… but why aren’t brands? Technology is such an integral part of our daily lives. We’re all hyper-connected to our mobile phones and email inboxes, so much so that doctors have coined the term ‘text neck’ due to long periods of time where we’re hunched over, peaking at our technology. With all of these technology advancements, customer experience hasn’t changed dramatically.
BlueOcean
MAY 13, 2021
Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.).
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Heart of the Customer
MAY 13, 2021
Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick […].
Alida
MAY 13, 2021
Last week at Alida Activate, a customer experience (CX) masterclass event, Kerry Bodine took to the virtual stage for an unforgettable keynote on Demystifying Customer Experience. Kerry provided meaningful insights into what it takes to deliver exceptional customer experiences, and how to champion CX transformation within your own organization. With such an information-packed session, it wasn’t easy, but we’ve narrowed down our top three takeaways from Kerry’s spectacular keynote presentation.
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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.
Integrity Solutions
MAY 13, 2021
Just about everything in our world is changing, but there are still some fundamentals that remain constant. Now more than ever, the traits of a great salesperson come down to selling principles and behaviors rooted in ethics and integrity. What are the traits of a great salesperson in 2021? Many sales leaders are grappling with this question as they navigate today’s rapidly evolving selling landscape.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
MAY 13, 2021
Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters.
Help Scout
MAY 13, 2021
Ensuring a positive experience in a B2B relationship delivers improved engagement and, ultimately, a better financial result. So if you’re responsible for a B2B relationship and you’re not already considering B2B customer experience, it’s time to get on board. When getting started, however, many folks are overwhelmed with the idea of creating an experience approach between businesses.
CSM Magazine
MAY 13, 2021
PCI Pal , the global provider of cloud-based secure payment solutions, is delighted to have supported UK-based retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry Data Security Standards (PCI DSS). Working via PCI Pal’s partner 8×8 as part of a major project to replace legacy communications systems, Halfords has implemented the cloud-based 8×8 SecurePay solution, powere
ViiBE Blog
MAY 13, 2021
Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center.
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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
CSM Magazine
MAY 13, 2021
It is widely accepted that the success of a business depends on the customer experience. If a company provides great customer service, people are much more likely to remember the experience and use that same business again. For these reasons, creating a memorable customer service experience from the start is essential. In most cases, the first step is putting a system in place that allows your technology and employees to function to a high level.
Oracle
MAY 13, 2021
April Jordan is a “forensic researcher.” April, a marketing professional and owner of The Ethical Edit Communications , meticulously investigates brands’ sustainability claims. She is committed to buying sustainably sourced and manufactured products when she can. In an interview for this article, Neil Saunders, the managing director of GlobalData ‘s retail division, says that people like April are part of a growing number of consumers who are closely scrutinizing brands&#
Magellan Solutions
MAY 13, 2021
What is bpo real estate ? In the real estate industry, BPO is a whole different thing. It stands for broker priced opinions or simply, BPO. It is associated with foreclosures and short sales, but other companies such as relocation firms also order BPOs. So what is a BPO? A BPO involves a similar process as a real estate appraisal. But it is not as involved nor as complicated which makes it a cheaper option. .
Happy or Not
MAY 13, 2021
HappyOrNot, the leading instant customer feedback insights solution relied upon by the likes of Elkjøp, Levi’s Stadium, Autogrill, Good2Go stores, and London Heathrow Airport, today announces it partnership […]. The post HappyOrNot announces partnership with pqCode, the digital loyalty and receipt platform appeared first on HappyOrNot.
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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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GetFeedback
MAY 13, 2021
How CX leaders embark on the journey of asking, listening, and acting on customer insights.
Qualtrics
MAY 13, 2021
The pandemic has changed the way we work – and the way we hire. In turn, talent acquisition teams must adjust to meet the evolving expectations of candidates if they want to continue to attract and retain top talent. . From all-remote interviews, to knowing where companies stand on social issues, the past year has reshaped what candidates expect from a potential employer – and the interview process.
dscout People Nerds
MAY 13, 2021
There is no “right” path for becoming a user researcher. We walk through tips for accumulating the skills you need to get started in UX with a flexible budget and schedule.
Forrester's Customer Insights
MAY 13, 2021
This may be a bit of a long blog due to the extensive nature of the Executive Order On Improving The Nation’s Cybersecurity and its impact on cybersecurity and the Zero Trust approach. The Biden administration also published a “FACT SHEET: President Signs Executive Order Charting New Course to Improve the Nation’s Cybersecurity and Protect […].
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.
Call Experts
MAY 13, 2021
You need to know the top seventeen HVAC resources for technicians and home service professionals. To stay up-to-date with the trends and industry, technicians must always try to be more innovative and more efficient. . This article will dive into some of the key trends in the home services and heating and cooling industry to help you understand why it is essential to stay up-to-date with the HVAC industry.
Gainsight
MAY 13, 2021
If one thing is abundantly clear, Customer Success has grown tremendously, both as a function and an industry, in recent years. According to the newly published “2021 Market Guide for Customer Success Management Platforms,” Gartner has seen a “steady growth” over the past five years in the number of inquiries they’ve received on the topic. For years, Gartner has aided businesses with data and information referenced from experts and unbiased sources in various industries.
CSM Magazine
MAY 13, 2021
When traveling abroad for business, there are several things you need to remember when planning; getting your itinerary together and ensuring you have enough time to manage all your business obligations. However, just like when planning a lengthy vacation, it’s easy to overlook some of the most important details and focus only on packing clothing that is appropriate for the expected weather conditions and other such essentials that seem to stand as priorities.
SmartKarrot
MAY 13, 2021
Role: Director, Customer Success Location: New York, NY, US Organization: LeagueApps As a Director of Customer Success, you will own and deliver on key activation, churn and retention/growth metrics for your portfolio of customers. Manage overall customer experience, satisfaction, and health of your portfolio of customers. Lead and scale a team of high-performing Customer Success Managers.
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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.
CSM Magazine
MAY 13, 2021
When you are ready to get started with your business-to-business payment processing account, there are steps that you need to take. Before you begin, make sure that you are aware of the types of transactions you’ll mostly be dealing with. You may have one-time purchases, repeat purchases, large batches, or small purchases. Because of this, you will require an entirely different approach for the types of transactions you expect to encounter more often in your business sales.
Forrester's Customer Insights
MAY 13, 2021
Employees are looking to their companies to meet new emotional needs. But what is the role of a company in the emotional lives of its employees? At Forrester, we are letting our values govern how we show up for our employees.
Knowmax
MAY 13, 2021
4 tips to improve agent scripting in BPOs.
Forrester's Customer Insights
MAY 13, 2021
To enable commercial optimization, revenue operations leaders must become change agents for a shift in mindset through four fundamental values.
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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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