Heart of the Customer
OCTOBER 23, 2020
As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers. But if you’ve ever worked within a B2B company, you […].
Kustomer
OCTOBER 23, 2020
Since the dawn of the computer age, engineers and designers have had to consider how humans can, and should, interact with new technology. They designed and implemented interfaces that altered our mental models for exchanging information; we had to learn novel symbols, workflows, and behaviors in order to interact with these new platforms. Basically, we conformed to the computer, not the other way around.
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Totango
OCTOBER 23, 2020
Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.
Daniel Group
OCTOBER 23, 2020
NMC, Inc. In this video, Kirk Kaiser, Director of Sales Effectiveness, NMC , discusses some lessons learned in his CX experience with Lynn Daniel, CEO, The Daniel Group. Transcript. Lynn Daniel (00:02): Good afternoon, everyone. My name is Lynn Daniel, I’m with the Daniel Group, I’m here today with Kurt Kaiser. He’s director of sales effectiveness for NMC out in Omaha, Nebraska.
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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.
Myra Golden
OCTOBER 23, 2020
Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kustomer
OCTOBER 23, 2020
Since the dawn of the computer age, engineers and designers have had to consider how humans can, and should, interact with new technology. They designed and implemented interfaces that altered our mental models for exchanging information; we had to learn novel symbols, workflows, and behaviors in order to interact with these new platforms. Basically, we conformed to the computer, not the other way around.
Forrester's Customer Insights
OCTOBER 23, 2020
In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.
Solvvy
OCTOBER 23, 2020
The most overused cliche in business over the last 20 years has been “The internet changed everything.” As tired as it is, however, this saying holds true in the case of retail brands. . According to Statista , eCommerce accounted for 16.1% of all retail sales in the U.S. in Q2 2020 (up from 10.8% in 2019). Consumers increasingly turn to the internet for product information and to make purchases.
Think Customers
OCTOBER 23, 2020
At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities. In particular, connecting humanity and technology through AI and data strategy are emerging as key priorities to improve the digital-first customer experience and help shape the future of CX.
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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
Oracle
OCTOBER 23, 2020
Onboarding and training usually fall on a specific department, trainer, or employee within an organization. But with new hires starting and existing employees requiring training, how does a company take care of its training needs when everyone’s working remotely? Working from home isn’t exactly new anymore. As organizations handle the repercussions of COVID-19, the task of onboarding and training employees now needs to accommodate a reimagined remote work reality.
Forrester's Customer Insights
OCTOBER 23, 2020
B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world.
Brad Cleveland Blog
OCTOBER 23, 2020
When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date. They know how to implement processes and procedures that will keep the strategy current and the business moving forward long after they’re gone. How has your strategy held up this year?
Forrester's Customer Insights
OCTOBER 23, 2020
The events of 2020 changed how B2B marketers engage with buyers. Look for the transformation to continue in 2021.
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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,
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Brad Cleveland Blog
OCTOBER 23, 2020
When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date. They know how to implement processes and procedures that will keep the … Continue reading → The post Keep Your Strategy Current appeared first on Brad Cleveland.
Forrester's Customer Insights
OCTOBER 23, 2020
Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels. Und dabei ist das neue Jahrzehnt noch nicht einmal ein Jahr alt! Aber mit der Volatilität kommen auch Chancen.
Strikedeck
OCTOBER 23, 2020
Sudha talks about how through structured data management, companies can optimize customer feedback quality to gauge satisfaction levels and responses.
Forrester's Customer Insights
OCTOBER 23, 2020
Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then luxury brands have moved from relative inertia to a range of activities, from technology upgrades to partnerships and acquisitions. But the 2020 pandemic has shaken luxury brands to their core. Non-essential store […].
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.
SmartKarrot
OCTOBER 23, 2020
Source: Unsplash. A single source of truth (SSOT) is a manner in which you can make data accessible to your staff and employees across an organization. It permits them to use unified data emerging from multiple apps or streams into a single data point, all at the same time, irrespective of their team. Moreover, it is deemed as a must-have for enabling stellar insights onto your company.
Centercode
OCTOBER 23, 2020
Imagine: A delightful, bug-free product springs fully formed from your PRD and lands directly into your customers’ waiting hands. Seems impossible? That’s only because…it is. No product is perfect at the start. But perfecting a product is possible — and with the right methodologies and practices, it’s well within reach.
PK
OCTOBER 23, 2020
Many healthcare organizations today face the challenge of managing multiple systems across multiple teams. When an issue arises, such as a piece of equipment malfunctioning, operations teams can better solve […]. The post Webinar recap: The connected healthcare workplace with Nuvolo appeared first on PK.
Optimove
OCTOBER 23, 2020
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on how to make your dashboard insightful, and a deep analysis of Brooks Running. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS Update: Prime Day, Smart Texts.
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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.
SmartKarrot
OCTOBER 23, 2020
Role: Director, Customer Success Location: Boston, MA, US Organization: Carbonite In this role, you will be responsible for driving strategy and success across the Americas Customer Success team. You will oversee the Americas Customer Success Managers who are all responsible for onboarding, growing, and retaining customers across Carbonite and Webroot’s SMB customer base and be instrumental in facilitating a strong team dynamic, driving growth, and reducing churn across multiple customer segment
Forrester's Customer Insights
OCTOBER 23, 2020
Adobe is doubling down on its 3D support, betting that the format will power more omnichannel experiences in the years to come. And they’re right. Adobe’s vision for 3D is in line with soon-to-be-published research that Ryan Skinner and I wrote. In it you’ll read how companies like Wayfair, IKEA, Zenni, Nespresso and others are […].
Forrester's Customer Insights
OCTOBER 23, 2020
COVID-19 accelerated the digital next normal for B2B sales. What lies ahead? Read an overview of our 2021 B2B sales predictions.
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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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