CSM Magazine
JUNE 16, 2021
Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C.
ShepHyken
JUNE 16, 2021
I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort.
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The DiJulius Group
JUNE 16, 2021
On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today’s illiterate are.
One Millimeter Mindset
JUNE 16, 2021
What problem solving solutions reside inside your professional toolkit? Do you have tried-and-true favorites that you use, re-use, and even over-use? How about some new tools for your professional arsenal to solve complex problems? During my professional innovation keynotes , workshops and coaching, you and I explore how you solve problems: your own, your team’s, your employers’, your clients’.
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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.
Uniphore
JUNE 16, 2021
10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. Maybe even a little too much. AHT is the average length of time it takes an agent to complete a call. While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JUNE 16, 2021
What distinguishes a customer service representative from a top-class customer services supervisor? Here are eight habits that all excellent customer service supervisors must possess. The role of a customer service supervisor is a crucial one in many types of businesses. In some cases, the only company representative that a customer will talk to will be a member of the customer services team.
CustomerSuccessBox
JUNE 16, 2021
The unexpected and unprecedented spread of COVID- 19 has forced most businesses to adapt to the virtual environment. This applies even for meetings and Quarterly Business Reviews. Onsite Quarterly Business Reviews (QBR) is much more effective and fruitful. Your bond with customers and their team is stronger as you form a more personal connection but if not possible, virtual QBRs also solve the purpose to some extent.
Forrester's Customer Insights
JUNE 16, 2021
Since most TEIs involve multiple anonymous interviews, access to a TEI case study presents a rare chance for your customers: They can read about how other organizations — possibly even their competitors — dealt with the same problems they have and how they made use of your solution.
Magellan Solutions
JUNE 16, 2021
Why database management outsourcing is a popular choice. Outsourcing data management has turned out to be very helpful for companies. It has improved business efficiency, boosts performance in addition to the smooth and efficient functioning of the database management system and workflow. Along with all these positive aspects, business process outsourcing offers benefits that have the most competitive prices and top-level precision.
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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
MyCustomer
JUNE 16, 2021
The Ei Evolution Summit is all about emotion, emotional intelligence and empathy combined with Customer Experience, Employee Experience a 16th Jun 2021 the magic of journaling with Tracey McEachran
Forrester's Customer Insights
JUNE 16, 2021
Agent augmentation tools make the lives of contact center agents easier by enabling them to deliver high-caliber customer support. Yet today’s technology is siloed; there isn’t a unified agent augmentation solution that aggregates all of the tools that agents need and/or should have. This gap in the customer service technology market creates the conditions for […].
MyCustomer
JUNE 16, 2021
Engagement Pride, performative allyship and women in CX.
GetFeedback
JUNE 16, 2021
Simplifying CX YouTube series episode on how to become customer-centric.
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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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DemandJump
JUNE 16, 2021
Making content pillars means building a search engine optimization (SEO) strategy based on interconnected webs of content of varying lengths that follow specific interlinking strategies.
Playvox
JUNE 16, 2021
The phrase “SOC 2 Type II compliance” may sound complex and technical. But it’s actually an important credential that lets you know if a vendor is truly committed to information security.
Uniphore
JUNE 16, 2021
How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction.
TechSee
JUNE 16, 2021
Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product r
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.
SmartKarrot
JUNE 16, 2021
Customer success teams engage with thousands of customers every day. Each engagement and interaction are unique and the team learns something from it. However, handling this multitude of interactions individually can be tough to enhance the customer journey. In this situation, data science and being data driven helps. This blog will help you understand the benefits of a data science strategy and how it impacts customer success.
DemandJump
JUNE 16, 2021
Everyone knows you can’t rank for your target keywords without creating high-quality content. However, it’s equally important to properly organize your content and create an internal link structure that builds your topical authority.
SmartKarrot
JUNE 16, 2021
Role: Customer Success Director Location: Waltham, MA, US Organization: Evolv Technology As a Customer Success Director, you will attract, hire, coach, and retain the highest quality customer success managers. Define and drive the ideal customer experience in close partnership with senior leadership across Services, Product, Marketing and Sales. Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores.
Uplight
JUNE 16, 2021
Uplight’s core values shape who we are as a company and how we interact with each other, our customers, and our partners. Our core values are: Do the Right Thing, Impactful Progress, Grow, and One Team. Each month we highlight a story about how an Uplight team member(s) has shown us what it means to Read More. The post Uplight Values in Action: Upholding the Highest Standards with SOC1 Compliance appeared first on Uplight.
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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.
West Monroe
JUNE 16, 2021
Historical sales methods in commercial banking—those rooted in selling through relationships and networking with centers of influence—are proving no match in today’s economic environment. Few banks possess a methodical plan to expand, repopulate, curate, and filter the network on an ongoing basis to ensure ample and effective referrals.
Forrester's Customer Insights
JUNE 16, 2021
I’ve only been at Forrester for six months, and I’m already sick of hearing the phrase, “If you tried this query in the SIEM, it would take weeks!” and “Security teams hate their SIEM!” SIEMs (security information and event management systems) — especially those that have evolved into security analytics platforms — are not what […].
InnerTrends
JUNE 16, 2021
The biggest misconceptions surrounding data, and how companies can be data-led.
Optimove
JUNE 16, 2021
Some of us are still reeling from recent announcements at the annual Worldwide Developers Conference (WWDC), where Apple explained that with its upcoming iOS 15 update, users would gain more control and knowledge into their own data. While the privacy updates may be great news for us as consumers, the email marketers among us are still rocking back and forth on the floor in the fetal position from the implications these changes will have in how we track subscriber engagement.
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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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