Customercount
APRIL 21, 2020
President Bob Kobek looks at the reasons why you might be getting low response rates to your surveys and suggests some small changes that can have a big impact. The post How to improve survey response rates appeared first on CustomerCount.
Optimove
APRIL 21, 2020
The past few weeks have been a nasty rollercoaster ride for everyone. Optimove’s Strategic Services team is spending most of its time these days learning how the coronavirus pandemic has impacted various B2C verticals and brands across the board, mostly from a user behavior perspective. Then, the team is coming up with new best-practices to tackle this reality.
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Strikedeck
APRIL 21, 2020
Vincent Manlapaz, in an interview with Daniel Farkas talks about the importance of having a shared mindset and winning customer’s trust by prioritizing their success.
Experience Investigators by 360Connext
APRIL 21, 2020
Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers has with your brand, built on every interaction and emotion along the way. It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience.
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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.
ChurnZero
APRIL 21, 2020
This is a guest blog post by Anita Toth,Chief Churn Crusher. Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. Not only at work but in their personal lives. And they are also trying their best to serve customers who are experiencing upheaval too. Your team and your customers are feeling immense mental and emotional pressures, which means new ways of thinking and operating are needed to cope with those pressures.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
UJET
APRIL 21, 2020
We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.
Thematic
APRIL 21, 2020
Some companies are seeing massive growth as a result of COVID-19. This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing.
UJET
APRIL 21, 2020
We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer. Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. Vasili has held key leadership positions at companies such as Serenova, Shoretel, and Cisco, where as General Manager and Vice President of Cisco’s global contact center business he was responsible for transitioning Cisco’s business into the cloud.
Talkdesk
APRIL 21, 2020
As a contact center agent, you can be the first and only contact point for customers seeking help, which is why maintaining a high level of etiquette is imperative. Today’s global public health crisis has created great levels of angst for customers. Many are dealing with issues that significantly affect their lives, such as canceled flights, shifts in medical coverage and a shortage of daily necessities.
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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
Ann Michaels and Associates
APRIL 21, 2020
The Emoji revolution is taking over as a very creative form of expression. Did you ever think we would reach a point in society where a smiley face would change the way we communicate with one another? There are thousands of emojis being used every day and new ones being created. You can uncover a wealth of information by taking a closer look at the emotion behind an emoji used, whether online from a customer or through a text message.
Team Support
APRIL 21, 2020
It’s no secret that more B2B (business-to-business) customers are using live chat than ever before. A simple way to get a response from a business without having to call (and often face hold times) or email, chat is a real-time form of communication many businesses leverage daily. But what happens when most, if not all, of your conversations with a customer happen over chat?
Cyara
APRIL 21, 2020
A little while back, Cyara’s Senior Strategic Accounts Director, Kelly Zunker, wrote a post on our blog about how much a SEV1 costs an organization. The piece covered the general definition(s) of a SEV1, or Severity 1 error, presented SEV1 examples, and explored the costs of a SEV1 error considering three main factors: Extended caller hold times. Customer satisfaction.
SaleMove
APRIL 21, 2020
By now, most people are familiar with working remotely and have found themselves in the position where they need to adjust to the new “norms” within their workforce. A few months ago, most businesses probably considered working from home to be on a special as-needed basis and hadn’t thought too much about empowering a large number of remote workers.
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Bizagi
APRIL 21, 2020
It’s easy to jump into a Digital Transformation project. But before you begin, you must remember one simple thing: Digital Transformation means different things to different people. To some, it’s about the physical transformation of their systems: integrating their legacy software stack with web and mobile applications. In a similar vein, some see it as embracing new technologies and trends, such as Big Data and Machine Learning for analytics to gain more insight.
SaleMove
APRIL 21, 2020
By now, most people are familiar with working remotely and have found themselves in the position where they need to adjust to the new “norms” within their workforce. A few months ago, most businesses probably considered working from home to be on a special as-needed basis and hadn’t thought too much about empowering a large […]. The post Empowering Your Remote Workforce appeared first on Glia Blog | Digital Customer Service Explained.
NetBase
APRIL 21, 2020
?Monitoring social analytics for trends may sound boring, but P&G is proving how exciting – and lucrative – it can be. Partnering with a TikTok influencer, they offer a super timely example of trend analytics in action – and during a time when brands are searching for an edge in a depressed market. But just how does P&G’s TikTok influencer partnership amplify awareness?
CXApp
APRIL 21, 2020
Many companies are starting to plan their return to work strategies. It’s only a matter of time before the economy, which ground to a halt, is jump-started.
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.
Forrester's Customer Insights
APRIL 21, 2020
Before we drown in dashboard dystopia, let’s swing the pendulum back to create meaningful metrics and measurement that will move your business forward and at the same time drive the outcomes that your customers want. At Forrester’s Customer Experience North America virtual event on June 16–18, we have an entire track dedicated to meaningful measurement where we’ll explore how both CX professionals and marketers can up their measurement game across six dimensions.
InMoment XI
APRIL 21, 2020
In 2020, CX programs continue to struggle to function at a state-of-the-art level. But the events of COVID-19 have made it more important to act now–and pivot to a customer-centric approach. On Thursday, April 23, join guest speaker Faith Adams, senior analyst with Forrester, and Eric Smuda, CX strategy and enablement with InMoment, as they discuss.
Forrester's Customer Insights
APRIL 21, 2020
While some regions around the globe have begun to relax their shelter-in-place restrictions, many brands are still trying to nail down a coherent customer service approach that incorporates a huge helping of a work-at-home workforce. As teased in my last blog, Forrester has been doing research designed to help brands ensure that their customers’ needs […].
delighted
APRIL 21, 2020
Whether you’re in ecommerce, finance, health, fitness, media, or gaming, your mobile app is a key way for customers to access your services. Mobile app surveys can be essential for building a better app experience as well as promoting your app. With mobile app surveys, you can: Understand how your users feel about your brand in general with in-app feedback Surface bugs and bumps in the user experience to streamline app development Understand why people abandon a flow, e.g. stopping at checkout o
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Ian Williams
APRIL 21, 2020
Ian from Jericho is joined by William Carson from Ascensos and James Dodkins, the CX Rockstar! The post Second tune with Project Lockdown called ‘Lockdown’, with drums and two guitars appeared first on Customer Experience Consulting.
SurveySparrow
APRIL 21, 2020
Organizations around the world are stressing themselves on how to retain the best talent out there in the market. As you grow, you are looking at ways to demonstrate to prospective employees that you are a great place to work from, and the candidate would not only be compensated well but also have a fun time during their stint. HRs are the ones who have their tasks cut out when it comes to showing themselves as an exciting organization to be a part of.
C Space
APRIL 21, 2020
The Brand Move Roundup – April 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
Uniphore
APRIL 21, 2020
How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. Overcoming security and privacy concerns and remaining compliant with governmental regulations requires call centers to walk a tightrope.
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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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