GetFeedback

AUGUST 31, 2020

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.

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ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. They have experienced higher levels of success despite the challenges presented during the crisis.

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Customer Enthusiast

AUGUST 31, 2020

Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes from a variety of sources, including: Surveys (internal and external/third-party) Online reviews (TripAdvisor & Yelp together host >750M consumer reviews) Support tickets Facebook comments (5 billion per/mo.

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ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. .

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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

Gainsight

AUGUST 31, 2020

Gainsight is fortunate to help bolster the performance of many EdTech companies. When tasked with finding even more ways for Gainsight to serve companies better in this unique industry, I started by learning about the current Edtech landscape and the multiple future projections. The impact of COVID-19 on the EdTech space surfaced three recurring themes that companies should consider when planning their business strategy for next year: .

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Feedbackly

AUGUST 31, 2020

Although CX has been repeatedly indicated as a top priority in the business industry at present, the statistics present a different story. While companies. Source.

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Influitive

AUGUST 31, 2020

We kicked off this year’s Influitive Live 2020 conference with a hot topic: the customer journey. In his Opening Keynote, Influitive CEO Dan McCall presented this important finding: 84% of customers say that the experience a company provides is as important as its products and services. “A company that listens and engages with their customers […].

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Fox Metrics

AUGUST 31, 2020

Managing a start-up comes with a lot of uncertainties. Everyone goes into business, believing their ideas and strategies are superior. But most times, the things you think will work don’t work, and those you never gave a thought may turn out to be the next big thing. This happens to be the case for most start-ups developing an online strategy.

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Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?

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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

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand advocates. Research also shows that just increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent. Plus, retaining customers costs less than continually acquiring new ones.

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Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?

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Customer Service Omnichannel Connections Touchpoint 52

Uplight

AUGUST 31, 2020

The summer of 2020 promises to pose unique customer experience challenges. We are in the midst of a global pandemic that has kept people locked in their homes most of the spring and now summer. Throughout the lockdown, we saw customers’ expectations from their electric utilities shift as consumers began to look to utilities to Read More. The post Summer 2020: COVID-19 Customer Response appeared first on Uplight.

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Kitewheel

AUGUST 31, 2020

The Healthcare Experience Through Time. Healers, midwives, barbers, and trained medical professionals have existed for millennia, doing their best to keep humanity as a whole on track to better health, with mixed results. As our understanding of science has improved, so too has the modernization of healthcare. In the 1800s, medicine became more and more professionalized, requiring licensure to prevent untrained amateurs from claiming advanced medical knowledge.

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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

Bold360

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Let’s start with a definition: “customer self-service” offers customers the tools and resources they need to find answers and resolve issues on their own, without the intervention of a human service agent.

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Kitewheel

AUGUST 31, 2020

The Healthcare Experience Through Time. Healers, midwives, barbers, and trained medical professionals have existed for millennia, doing their best to keep humanity as a whole on track to better health, with mixed results. As our understanding of science has improved, so too has the modernization of healthcare. In the 1800s, medicine became more and more professionalized, requiring licensure to prevent untrained amateurs from claiming advanced medical knowledge.

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Gainsight

AUGUST 31, 2020

Mike Rivisto and Jessica Countess, ServiceChannel. Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How ServiceChannel obtained a 52% response rate on their NPS Survey.

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CSM Magazine

AUGUST 31, 2020

Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes. I saw a cartoon in a business publication that accurately sums up the sad modern state of customer service. A woman is speaking into a phone recorder while two men stand behind her. The men are speaking to the woman as she records her voice into the voicemail.

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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

Gainsight

AUGUST 31, 2020

Each month, Gainsight is hosting a product leader in this new series “Path to Becoming a CPO.” We will share the lessons here but also encourage you to sign up for the live webinar series here. . Some of you may have heard of the Peloton Cycle. It is a stationary bike system built with a large screen at the front, enabling users to live stream or follow on-demand workouts at home.

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Oracle

AUGUST 31, 2020

Today we’re kicking off Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. Success in any industry depends upon keeping your customers’ needs in mind.

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LoyaltyPlus

AUGUST 31, 2020

Despite worldwide economic pressure and the impact being felt across many industries, there are ways for businesses to not only sustain operations, but actually capitalise on customer loyalty – and do so for the long term. Leading independent customer relationship management company LoyaltyPlus has compiled a guide for any sized businesses on ways to bolster service and maintain customer loyalty.

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Optimove

AUGUST 31, 2020

Did you know that gaming operators who combine realtime marketing with historical player data provide their players with a contextual and unified experience – that increases player value by 40% and reactivation by 4X? In the first part of this mini-series , we spoke about increasing engagement by customizing big win messages. Here we will turn our focus to improving adoption by cross-selling to mobile.

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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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COPC

AUGUST 31, 2020

Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article published in Customer Think discussing this topic and how call resolution relates to the Service Journey. Most contact centers are able to quantify the cost of an inbound call, but how many of them (beyond those centers which are involved in sales or collections) are actually able to quantify the value of resolving an inbound call in terms of customer loyalty or prom

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inmoment

AUGUST 31, 2020

Most brands are keenly interested in creating experiences that move their customers on an emotional level—the trick lies in figuring out which factors companies can and should wield to elicit that response from the individuals they seek to serve. . Experience outcomes have a lot to do with all the usual elements, like brand professionalism, but they also have everything to do with how customers feel before, during, and after an experience.

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GetFeedback

AUGUST 31, 2020

Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments.

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Perceptive

AUGUST 31, 2020

The coronavirus has massively rocked the boat in the last few months. While businesses and consumers are adapting and evolving to this new reality, it has also been a time for reflection—for businesses and the community alike to consider how we want to operate going forward. For me, it’s also been a chance to collate my thoughts as a consumer and digital marketer and think, “Where to from here?”.

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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