Mon.Sep 21, 2020

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Customer Feedback Management & Data Types 3

Customercount

In the final part of our Customer Feedback and Data Types mini-series, we consider the different data types business can collect and how CustomerCount can help in both collection and the analysis. The post Customer Feedback Management & Data Types 3 appeared first on CustomerCount.

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Making remote an advantage for your contact center

Talkdesk

A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result? A gap that widens over time until companies fall so far behind that they need to completely overhaul their technology stack in order to support modern operational needs.

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5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly. (Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.

Article 94
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Part 1: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

Team Support

We’re lucky to be living in an age where technology is constantly evolving. Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind. Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry.

B2B 98
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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3 Ways a Customer Success Platform Helps Reduce Churn and Grow Revenue

ClientSuccess

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers. One thing that all CSMs are familiar with is customer churn. Unfortunately, no matter how much effort a CSM puts into their accounts there will be customer churn.

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Customer Success vs. Customer Support

ClientSuccess

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? Yes. But by using these phrases interchangeably, it can cause confusion both to your customer, as well as to your internal team as to what the job responsibilities include.

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How We Decreased Time to Value At Gainsight By 66%

Gainsight

COVID-19 has impacted businesses in innumerable ways. As company expectations rise, many expect to see a shorter time to value as finance departments scrutinize budgets to weather the recent unpredictability. Companies have already begun transforming their implementation processes to achieve this goal, but the current pandemic has created new urgency levels.

Metrics 75
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Organizations of all Sizes Can Benefit from these 8 IVR Capabilities

NICE inContact

If CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors. A well-designed IVR, just like a competent butler, cordially greets guests, assesses the reason for their visit, and makes sure they reach their destination. This interaction sets the tone for the rest of the "visit.".

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Providing Employees and Customers Answers at a Time of Uncertainty, Rapid Change and Working From Anywhere

Bold360

We are living in an unprecedented time when changes are coming faster than ever. People across the globe are shifting their behaviors and adapting to new ways of working, shopping, eating, interacting with one another and more. Digital transformation hasn’t just accelerated for companies but also for individuals. Today, more people work remotely (from home) and also shop, communicate, and entertain themselves via remote/online channels than ever before.

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The 2023 Verint Experience Index: Retail

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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Brand Move Roundup – September 18, 2020

C Space

The Brand Move Roundup – September 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

2020 40
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The Future Of Buying Is Using

Forrester's Customer Insights

The shift toward consumers expecting and rewarding experimentation is motivating companies to focus on product as their engine of growth.

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The Digital Customer Journey from Prospect to Advocate

GetFeedback

Learn how you can transform customers into advocates throughout the digital customer journey.

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What is Customer Focus: 7 Ways to Build a Customer-Focused Culture

SmartKarrot

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Now the need of an hour is to strategize more precisely your business processes to fit the right market. Customer focus service can be a competitive advantage if you have the right mindset.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Uplight’s First Hackathon Focuses on Diversity and Inclusion

Uplight

With the recent events in America’s racial story, Uplight has been introspective around the ways we can better serve as a beacon of responsible capitalism. One way has been a focus on how our products can better reflect the diversity of the people we serve. We ran the first Uplight hackathon on September 10 and Read More. The post Uplight’s First Hackathon Focuses on Diversity and Inclusion appeared first on Uplight.

Events 75
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Customer Success Metrics: Qualitative vs Quantitative Data

SmartKarrot

Metrics form an essential part of any business. For driving growth to any business, you need to know where you are and where you want to go. Metrics give you precisely that information based on which you can formulate your business strategies. Out of all the metrics for different business units, we are going to discuss today about the customer success metrics.

Metrics 10
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BI Is Dead; Long Live BI

Forrester's Customer Insights

The perception of legacy enterprise business intelligence (BI) platforms comes with some legitimate stigma and baggage. It’s technology first, not business-led; the graphical user interface (GUI)-based user experience (UX) doesn’t address ease of use for all business decision-makers; there are too many underutilized reports and dashboards floating around in the enterprise; and signals produced by […].

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Innovation interviews: Architecting innovation with UP

PK

It’s not often that a business partnership lasts for over a decade, but that’s what happens when you make the commitment to continuously innovate end-user experiences. In my latest Innovation […]. The post Innovation interviews: Architecting innovation with UP appeared first on PK.

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The Open CCaaS Advantage Report

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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5 Ways To Increase Sales and Customer Engagement for Your Shopify Store

Win the Customer

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.

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The 2020 Forrester And InfoWorld EA Awards Contest Winners Focus On Business Architecture, Digital Transformation, And Governance

Forrester's Customer Insights

In the Forrester/InfoWorld Enterprise Architecture Awards competition, we look for the most dramatic stories of EA’s strategic leadership and concrete business impact. The winners of the 2020 Forrester/InfoWorld Enterprise Architecture Awards show the value of a close relationship with the business, a solid vision for enabling digital transformation, and effective governance practices — not to […].

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Protected: Episode 13: Embracing our truths

C Space

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What We Talk About When We Talk About Insights

Forrester's Customer Insights

What exactly is an "insight"? Analyst Brandon Purcell previews Forrester's new Periodic Table of Insights which will be unveiled at the upcoming Data Strategy & Insights live virtual event.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Protected: Episode 13: Embracing our truths

C Space

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Navigating A New Wilderness: Five Steps Marketing Operations Must Take To Provide Leadership

Forrester's Customer Insights

B2B organizations are depending on marketing operations to lead them out of the crises of 2020. Here are five steps marketing operations leaders must take in 2021 to drive their organization’s success.

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Protected: Episode 13

C Space

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Comprehensive Guide on How Surveys Increase ROI

SurveySparrow

You can’t thrive in the business world without knowing what your audience wants. You can spend millions on developing, designing, and marketing a product. But, if the product doesn’t match your consumer preferences, everything goes to waste. So what’s the solution here? How can you figure out what your customers or audiences are thinking? The answer is simple – online surveys!

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the