Wed.Feb 23, 2022

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COVID-19 has forever changed CX. Here’s how

GetFeedback

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay.

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Mapping Your SaaS Customer Journey in Seven Steps

Totango

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers wan

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The Light Switch Mentality??

ShepHyken

When you flip a light switch, you know exactly what to expect. The light comes on – right away. No hesitation. It happens immediately. . The human brain loves instant results. Let’s use the TV as an example. It was a number of years ago, but I remember the frustrating feeling like it was yesterday. I switched to a new satellite system for the internet and TV.

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Surprising Ways to Improve Your Customer Experience

CSM Magazine

CX is rapidly becoming the defining quality separating your business from the competition. You can make improvements to your customer experience by keeping the below six recommendations in mind. Take customer data security seriously. If you don’t take security seriously, the consequences could be irreparable – your business may literally go under.

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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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Enough with all the “X’s”. It’s time to act.

Innovative CX

CX. PX. UX. EX. XM. SX. How many different “X’s” can you name to describe the experience you want for your customers? We seem to have gone overboard in our efforts to include every type of experience ever thought of in modern times. Aren’t we all, customers? Aren’t we buying products or requesting services or asking for assistance? Tagging the type of experience as an acronym seems to minimize the true importance of what we are trying to accomplish, namely better experiences.

More Trending

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Customer Acquisition And Retention: What You Have To Know About Them

CustomerSuccessBox

Customer Acquisition and Retention play a key role in keeping in touch. And this is essential for achieving long-term goals and successes. When we talk about customer retention, we usually try to influence the loyalty of an existing customer. In this case, the visitor has already successfully completed the conversion funnel and purchased as well. So the goal is to choose you next time.

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Everybody is in Retail

SAP Customer Experience

This is what my colleague Jürgen Kuhmann, a veteran for Customer Experience in the Utilities Industry, said in his opening words at the annual “SAP Utility Week 2022”. The day on the 26th of January was focused on the market role of “Retailer”.

Retail 63
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[Podcast] Community as an Art: A Canvas for Human Connection

Lithium

Community is a word we’re all familiar with, and it’s a product of human instinct. Today, companies bank into that natural draw to create thriving, engaging networks where their customers can connect and solve problems together. In this episode, we speak with Alexis Brown ( ) , Senior Manager of Global Community at Zoom , about what makes measuring community success more than just a science.

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The Ultimate Guide To Selling On Amazon In 2022

CSM Magazine

Amazon is the most popular online platform providing retail sales services. Entrepreneurs from various countries successfully build their online businesses and make good money online. But how to start selling on Amazon if you are a beginner? This article explains every little detail of launching your business on the marketplace. So, keep on reading.

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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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5 Best Ways to Optimize your Customer Success plan

CustomerSuccessBox

Congratulations! You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? So, where should you begin? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan. What is a Customer Success Plan?

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074: Training Your Leaders How to Lead

The DiJulius Group

The DiJulius Group’s Senior Customer Experience Consultant, Dave Murray, shares why companies need to train their leaders how to lead. You will learn: In today’s workplace, new leaders are promoted because they have done their jobs well, not because someone identified them as an emerging leader of others. Many organizations make assumptions that by making.

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Giving Voice to Small Businesses and Their Workers

dscout People Nerds

Erin Duncan, a Design Research Manager at Intuit QuickBooks outlines a case study in consumer-led research and shares best practices for engaging stakeholders early.

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Top 10 NPS Survey Templates To Measure Customer Loyalty Faster

Zonka Feedback

The relationship between businesses and their customers has evolved with time.

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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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When More Is Less: Investing Intentionally In Customer Obsession

Forrester's Customer Insights

The most successful companies put their customers at the heart of all they do. Yet customer obsession is not an all-or-nothing proposition.

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Feb 23 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Seattle, WA, US (Hybrid) Organization: DexCare As a Customer Success Director, you will drive customer loyalty, ensure the customers are satisfied and realizing measurable value from the products, support, and services. Direct the creation and implementation of customer-specific success plans across the entire customer base.

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Are we speaking our Customers’ language?

Zeisler Consulting

I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers. The guy in front of me was shipping some big box, and as the clerk was measuring its linear inches, she asked, “would you like to send this Ground or Priority ?” Even standing behind the Customer, I could practically see the gears cranking in his head, just as they were for any of us within ear-shot.

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Uplighters Rally in the Aftermath of the Marshall Fire in Boulder County

Uplight

On December 30th, 2021, Uplight’s community was directly affected by a large fire in Boulder County. The Marshall Fire spanned over 6,000 acres and destroyed over 1,000 homes in the towns of Louisville and Superior. With Uplight’s new headquarters located in Boulder and about 300 Uplight employees located in the Boulder and Denver area, this Read More.

2021 75
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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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Are we speaking our Customers’ language?

Zeisler Consulting

I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers. The guy in front of me was shipping some big box, and as the clerk was measuring its linear inches, she asked, “would you like to send this Ground or Priority ?” Even standing behind the Customer, I could practically see the gears cranking in his head, just as they were for any of us within ear-shot.

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Employer branding: How B2Bs Compete in the Battle for Talent

Merkle

The employer relationship with employees has changed forever. This employer-employee dynamic can be made more meaningful by a thoughtful approach to treating our people like our very best customers. Creating a distinct employer brand is a central way to ensure that talent audiences understand what an organization uniquely offers them as an employer, and why that matters.

Brands 59
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The Importance of Word of Mouth Marketing on Your Reputation

ReviewTrackers

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Webinar – Advantages of Digital Discussions

2020 Research

Upcoming Webinar. Advantages of Digital Discussions. Join us for a special webinar with our CIO, Isaac Rogers. Isaac will explore the advantages of online discussions and share how you can leverage this solution to address your study objectives. What to Expect. Basics: Learn the fundamentals of an online discussion. FAQs: Get answers to some of the most common questions.

Webinar 52
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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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Defining the "Value" of Being a Research Participant

dscout People Nerds

Research participants (scouts) share the top five non-monetary motivations they have for participating in user research, and how you can move from transactional to relational in your dscout designs.

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Improving the Participant Experience

2020 Research

Improving the Participant Experience. Respondents are the foundation of market research, yet they are often left out of the equation. There is buzz in the industry that if participant experience (PX) is not improved, the pool of responsive and willing consumers will begin to decline. Our CIO, Isaac Rogers , sat down with Steve Hemsley at Research Live to give his take on this trending conversation.

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Building the factory of the future with a digital mindset

West Monroe

This article was originally featured in February 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. All Rights Reserved. Mention “factory of the future” and some people conjure up visions of artificial intelligence, machine learning, and a lights-out facility.

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Webinar – Advantages of Digital Discussions

2020 Research

Upcoming Webinar. Advantages of Digital Discussions. Join us for a special webinar with our CIO, Isaac Rogers. Isaac will explore the advantages of online discussions and share how you can leverage this solution to address your study objectives. What You Will Learn. Basics: Learn the fundamentals of an online discussion. FAQs: Get answers to some of the most common questions.

Webinar 52
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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