InMoment XI

FEBRUARY 8, 2022

The term “ customer experience (CX) program ” refers to an immensely broad concept. But at the same time, a “customer experience program” encompasses countless daily actions and processes. How do you keep track of all your efforts? And what do you need to do to keep them going? That’s where a customer experience governance foundation comes in—and more specifically, where this governance checklist we put together for you becomes the most useful.

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Government White Paper Customer Experience Reference 324

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. This award is earned by software products and companies that provide best-in-class customer service products and experiences for their customers.

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2022 Chief Customer Officer 2021 Touchpoint 98

ShepHyken

FEBRUARY 8, 2022

An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.

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2022 Healthcare Feedback Customer Experience Professionals 85

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel. As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry u

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Contact Center 2022 Download NPS 83

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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.

Customers

Merkle

FEBRUARY 8, 2022

Thank you to the thought leaders who contributed to this article: Evan Nicholson, Digital Experience Practice Director, Merkle. Jen Karlson, Commerce Strategist, Merkle. Michela Baxter, Sr. Director, Promotions & Loyalty Solutions Practice Development, Merkle. Mike Adamson, Sr. Manager Experience Strategy, Merkle. Timea Szell, Sr. Manager Digital Experience Strategy, Merkle. .

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2022 Customer Experience Loyalty Article 76

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. This award is earned by software products and companies that provide best-in-class customer service products and experiences for their customers.

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2022 Chief Customer Officer 2021 Touchpoint 52

CSM Magazine

FEBRUARY 8, 2022

Event-led Engagement Platform, Airmeet , raises $35M USD Series B from Prosus Ventures, Sistema, Sequoia Capital India, RingCentral Ventures, and others. Event-led engagement platform Airmeet , today announced that it has raised $35M USD in Series B funding. New investors Prosus Ventures, Sistema Asia Fund, RingCentral Ventures, KDDI Open Innovation Fund, DG Daiwa Ventures and Nexxus Global participated alongside existing investors Sequoia Capital India and Accel India in this round.

Events 52

Events Engagement Multi-Channel Webinar 52

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. We’ve developed a unique approach for collaboratively mapping the customer journey to create a finished product that CS teams can immediately put to work to improve the customer experience. I want to give you an inside look at what makes journey mapping the ESG way so special.

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Customer Journey Mapping Workshop Customer Journey Customer Success 52

CSM Magazine

FEBRUARY 8, 2022

If you work in customer service, then you know that customer complaints are inevitable. In this article, we will discuss the top ten customer complaints and how to resolve them. Complaint #1: Poor customer service. One of the most common complaints that businesses face is poor customer service. This can include anything from a rude employee to not being able to find someone to help you with your purchase.

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Social Media Poor Customer Service Customers Customer Service Strategies 52

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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

Retail

SurveySparrow

FEBRUARY 8, 2022

First month in, and we’ve scored a triple win. SurveySparrow wins the prestigious G2’s Fastest-Growing Products Award 2022 – the third time in a row! [link]. SurveySparrow is an omnichannel experience management platform that helps businesses, of all sizes, refine the journey of their customers and employees from end to end. Thanks to our powerful toolstack, which includes surveys, automations, 1,500+ integrations, and business intelligence tools, SurveySparrow goes beyond just colle

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2022 Omnichannel Sports Touchpoint 52

CSM Magazine

FEBRUARY 8, 2022

We might already be a month into 2022, but there’s still time to consider what we should be focusing on over the next year with regards to improving the customer experience. Areas including accessibility and inclusivity, personalisation, and the importance of a collaborative, customer-centric approach are all likely to be high on our agendas as we work toward delivering the multi-channel experience our customers deserve.

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2022 Multi-Channel Customer Experience Customer Centricity 52

Lithium

FEBRUARY 8, 2022

The Super Bowl is upon us and you may find yourself wondering, what exactly can I say in my brand’s social media content? Well, you’re not alone. The NFL reserves certain trademarked keywords for official paid sponsorships, so it’s important to know what’s off limits in your copy. That being said , don’t let the limitations deter you from activating.

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Social Media Fashion Events Reference 52

CSM Magazine

FEBRUARY 8, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has today announced it has been shortlisted for the Best Compliance Product category in the CX Awards 2022. The inaugural CX Awards is a global awards event that celebrates Customer Experience within the contact centre industry, which aims to recognise exceptional talent, organisations and technology that support the overall customer experience.

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2022 Events Innovation Customer Base 52

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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,

Measurement

Uplight

FEBRUARY 8, 2022

Utilities can maximize their smart meter investments by connecting energy data to progressive customer actions. Doing so will enable energy providers to better engage both business and residential customer stakeholders, streamline the customer journey, and increase program adoption. Over the last decade utilities in North America have invested heavily in AMI, with more than half Read More.

Customer Journey 52

Customer Journey Connections Customers Engagement 52

Forrester's Customer Insights

FEBRUARY 8, 2022

When we talk with healthcare firms about customer experience, they often ask about best practices from within their peer group, unsure that anyone outside healthcare can really understand the unique complexities of their industry. Yesterday’s announcement that Press Ganey plans to acquire customer feedback management (CFM) vendor Forsta signals that more vendors are interested in […].

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Healthcare Feedback Customer Experience Management 26

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth. Ensure that customers derive maximum value from their investments with us and fully leverage the products on an ongoing basis.

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Customer Success Roadmap Measurement Metrics 19

ChurnZero

FEBRUARY 8, 2022

According to the Harvard Business Review , about 75% of change efforts fail due to their inability to deliver value or complete abandonment. . Pile that on top of other stressors, and your chances of change friction and burnout skyrocket. “The amount of change that the average employee can absorb without becoming fatigued is half of what it was last year,” says Jessica Knight , Vice President of Gartner. .

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Customer Change Management Customer Success Customers 98

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.

Customer Insights

The DiJulius Group

FEBRUARY 8, 2022

You are the average of the 5 people you spend the most time with. You have probably heard that quote hundreds of times. I know I have repeated it hundreds of times. To my three boys, at new employee orientation, and any young person that asks me for advice. The point of this quote is. Read Full Article. The post One of my Favorite Quotes Led me to a Leadership Epiphany on Workplace Culture appeared first on The DiJulius Group.

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Leadership Culture Article 97

Helpware

FEBRUARY 8, 2022

The online world is big, global, and 24/7 – this makes communicating with your customers critical to running a successful business. From developing a strong brand image to managing customer relationships, there’s no getting away from the importance of good communication, more specifically: live chat.

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Customer Relationships Communication Brands Management 80

Circular Edge

FEBRUARY 8, 2022

Simplify & Automate Your JDE Batch Jobs, Package Builds & Password Resets. Wed, Feb 9, 2022 11:00 AM – 12:00 PM PST. #JDEdwards – Looking to simplify, automate and optimize your JDE to spend less time and effort on activities such as scheduling batch jobs, managing package builds & responding to password reset tickets? Learn how to achieve all of this with these must-see JDE innovations including Smart Scheduler, Smart Build and Cerberus Self Service Password Reset.

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Webinar 2022 Consulting Innovation 52

Clarivate

FEBRUARY 8, 2022

In this episode of Conversations in Healthcare , Naveed Saddiqi from Novo Ventures discusses how their investment strategy involved during the pandemic. . Listen to the conversation now: The life sciences sector has demonstrated how it can mobilize its resources to tackle the greatest healthcare challenges in recent history–a global pandemic.

Healthcare 52

Healthcare Innovation Financial Management 52

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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.

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CSM Magazine

FEBRUARY 8, 2022

If you find yourself freezing whenever you enter the office in the morning, continue reading to familiarise yourself with a number of tips on how not to freeze. If you are sick and tired of battling wind and rain during your morning commute only to be met with freezing temperatures upon entering your office, it may be time to invest in a number of practical purchases that are guaranteed to keep you, and your colleagues, warm during those chilly mornings.

Marketing 52

Marketing Management 52

Forrester's Customer Insights

FEBRUARY 8, 2022

Over the past two years, Forrester’s research teams have been really diving into the role that technology executives play in driving innovation. And that research has shown that companies driving a sustainable approach to innovation grow more than 2.5 times their industry average year over year. That’s why we’ve identified inspiring and innovating through technology […].

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Innovation Technology Customers 48

IntouchInsight

FEBRUARY 8, 2022

At Intouch Insight, we’re constantly working on releasing new features that will help you reach the top of your game. This month we have added exciting new features to the Intouch Platform and to IntouchCheck™.

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Insights Customers 12

Forrester's Customer Insights

FEBRUARY 8, 2022

We recently discussed the future look of shopping centers and malls with one of the largest players in the commercial real estate world. Here are some major changes we expect to see.

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E Commerce B2C Retail Marketing 26

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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.

Customer Engagement