CSM Magazine

FEBRUARY 9, 2021

Nicola Buckley, Executive Vice President at Park Place Technologies explores a few ways to build a better experience – and relationship with your customer. During the past year, businesses around the world have had to reimagine their business models and operations multiple times. Nearly overnight, the pandemic forced most companies to pivot to remote working, creating an instant demand for new technologies and services that had previously been thought about in conference rooms, but never fully i

Customer Experience 52

Customer Experience Customer Journey Insurance Events 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ChurnZero

FEBRUARY 9, 2021

. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. What makes LinkedIn Learning so attractive is it is all on-demand to allow you to view courses anytime that works with your schedule, also when you complete a course you earn a certi

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

One Millimeter Mindset

FEBRUARY 9, 2021

Your choice to change professional places with another colleague can be your best opportunity for becoming more visible, relevant, and valuable. While your employer can provide training programs for you, some of these programs fall short of what you feel you need, professionally. However, no one said you cannot create a program for yourself, did they?

Innovation 90

Innovation Leadership Books Consulting 90

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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

ShepHyken

FEBRUARY 9, 2021

Welcome to the MEconomy. Creating the Most Convenient Experience in Customer Support. Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort.

Omnichannel 81

Omnichannel Advertising Communication Customer Service Strategies 81

NICE inContact

FEBRUARY 9, 2021

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents. What should your contact center do in order to be prepared for anything?

Contact Center 62

Contact Center 2021 Interaction Engagement 62

Comm100

FEBRUARY 9, 2021

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries. From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to ins

E-support 57

E-support Events Connections Sales 57

CSM Magazine

FEBRUARY 9, 2021

Predictions for the property market in the coming year vary widely. The end of the stamp duty holiday and ambitious government targets for building new homes are set to make for an interesting year. Property companies will continue to focus on customer service as a differentiator. . Abbie Heslop at EBI.AI takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants. .

Marketing 59

Marketing Competitive Advantage Automotive Transportation 59

ChurnZero

FEBRUARY 9, 2021

. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. What makes LinkedIn Learning so attractive is it is all on-demand to allow you to view courses anytime that works with your schedule, also when you complete a course you earn a certi

Customer Success 52

Customer Success Customer Journey Mapping Consulting 2021 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

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Magellan Solutions

FEBRUARY 9, 2021

What defines customer support from customer service? Modern customer support is not exactly the same as customer service. The only similarity is that they employ customer service techniques. . The new customer support applies the principles of customer service in helping customers. It is available for both voice (phone calls) and non-voice (live chat and email) operations.

Loyalty Programs 52

Loyalty Programs Customer Service Representative Travel Banking 52

Education Services Group

FEBRUARY 9, 2021

Hello ladies and gentlemen! Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. When the CS industry needed a more customized approach to track relationship data after purchase, these CS platforms made their debut in a big way.

Customer Success 52

Customer Success Sales Customer Relationships Events 52

CSM Magazine

FEBRUARY 9, 2021

Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. . Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. The company’s London based European Sales & Service Centre (ESSC) plays a crucial role in the success of Air France KLM; with now 200 of their employees working remotely, handling thousands of enquires each day from travellers around the world.

Sales 52

Sales Engagement Transportation Airlines 52

Talkdesk

FEBRUARY 9, 2021

The post How to Empower Mobile Workers to Enhance Customer Experience appeared first on Talkdesk.

Customer Experience 86

Customer Experience Customers 86

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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

Feedbackly

FEBRUARY 9, 2021

Measuring customer experience is more popular than ever and, if you’re reading this, you likely agree. You understand that collecting CX data is key, Source.

Webinar 59

Webinar Customer Experience Measurement Customers 59

Magellan Solutions

FEBRUARY 9, 2021

Virtual assistant services in the Philippines. As long as you are in the business, you will definitely need a virtual assistant. Hiring VA’s are being considered especially with the technology developments. Creative projects . A creative VA has already invested time in learning many programs. Learning Photoshop or Lightroom takes time and effort. Even free graphic programs like Canva take time to understand and navigate. .

Social Media 52

Social Media Advertising B2C B2B 52

ViiBE Blog

FEBRUARY 9, 2021

What is knowledge management? Knowledge management describes processes that allow organizations to capture and disseminate knowledge. Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers. Knowledge management operationalizes information, turning stagnant knowledge into operational assets and empowers employees by giving the right information to the right perso

Management 52

Management Call Center Reference Document 52

MyCustomer

FEBRUARY 9, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 9th Feb 2021. By Neil Davey Managing editor.

Technology 40

Technology 2021 Management Customer Experience 40

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

Forrester's Customer Insights

FEBRUARY 9, 2021

The intertwinement of revenue intelligence, revenue operations, and sales engagement platforms has become a powerful potion. These technologies have been repurposed, retooled, reinvented, and repositioned to equip sales operations for transition from a cost center to a profit center.

Sales 28

Sales Technology Engagement 28

Zeisler Consulting

FEBRUARY 9, 2021

A good lawyer never asks a question for which he doesn’t already know the answer. That’s not necessarily just about being smart and being prepared. Frankly, it’s a manipulation technique used to sway juries and judges: When they get a witness on the stand, the most important thing for an attorney is to control the situation and allow just the right narrative to come through to the audience.

Interaction 72

Interaction Information Insights Brands 72

SmartKarrot

FEBRUARY 9, 2021

Role: Vice President of Customer Success – SaaS Experience Required! Location: Remote, United States Organization: Jarvis Elliott Jarvis Elliott is looking for a Vice President of Customer Success with experience in the SaaS / eCommerce space. As a Vice President of Customer Success, you will be responsible for building and scaling a remote, customer success team.

Customer Success 10

Customer Success Workshop Healthcare Document 10

Strikedeck

FEBRUARY 9, 2021

From a podcast conversation between Kristen Hayer and Meredith Blanchar they talk about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing her team at Sailpoint on customer value as they move into 2021. The post Focusing on Value in 2021 first appeared on Strikedeck | Customer Success Platform.

2021 52

2021 Customer Success Customers 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.

Information

TechSee

FEBRUARY 9, 2021

Build vs. Buy. The epic question faced by IT leadership everywhere. With the Project Management Institute (PMI) painting a bleak picture of in-house IT projects – indicating that 14% of IT projects fail outright, 31% don’t meet their goals, 43% exceed their initial budgets, and 49% were delivered late – the facts on the ground show that it’s not always a question of whether your team can do it, it’s about whether they should.

Technology 109

Technology Roadmap Touchpoint Download 109

Forrester's Customer Insights

FEBRUARY 9, 2021

Yesterday, the city of Oldsmar, FL conducted a press conference to disclose that an unknown person had remotely accessed the city’s water treatment system. The public was never in danger since operators detected the breach quickly and reversed the changes made by the threat within moments. The change made to the system was ‘loud’ – […].

Management 49

Management 49

Knowmax

FEBRUARY 9, 2021

Steps to create decision tree for your contact center.

Contact Center 52

Contact Center 52

Forrester's Customer Insights

FEBRUARY 9, 2021

I recently talked with Sandeep Dadlani, Global Chief Digital Officer at Mars to hear his thoughts on becoming a digital business. We started our conversation discussing his role of as CDO. (10 Mins). Here are 3 key highlights of our conversation: Sandeep has focused his role on leveraging technology, analytics and experiences to drive the […].

Technology 43

Technology Customers 43

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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