inSided
MARCH 23, 2020
Online engagement drastically increased over the last week—and we can see it. At inSided, we serve the online communities for many of the largest B2C and B2B brands like T-Mobile, Gainsight, Sonos, Nutanix, Zapier and Coursera. So what does the data show us on current engagement levels? % Increase in community engagement in the last 4 weeks. In the last week, our traffic levels have increased by 30% in the USA alone.
ClientSuccess
MARCH 23, 2020
When it comes time to identify the most critical part of the customer lifecycle or customer journey, a few big milestones like ‘closing the sale’ or ‘growing adoption’ might be thrown out there. But nothing quite comes close to onboarding, which quite literally sets the stage for the entire customer/vendor relationship from that point forward. Onboarding simultaneously reminds a customer why they partnered with your company while showing those not involved in the buying process the value you can
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Survicate
MARCH 23, 2020
The post Customer Segmentation: What It Is and How to Get Started appeared first on Survicate.
InMoment XI
MARCH 23, 2020
Customers are still interacting with products and services even as COVID-19 continues to disrupt the economy, purchase habits, and everyday lives. Don’t stop listening to your customers during this critical time! Join top customer experience and research experts from Inmoment and MaritzCX, and Inmoment company, in this webinar as they provide answers to your critical.
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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.
GetFeedback
MARCH 23, 2020
GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Wootric
MARCH 23, 2020
RESPONDING TO COVID-19 . Everything has changed. How are your people doing? Understanding how your employees are feeling right now has never been more important, nor more difficult. Let us help. . Wootric is offering free employee pulse tools to help you stay connected to your teams. The program includes access to our CXInsight text analytics platform for 6 months. .
Thematic
MARCH 23, 2020
The world has now recognised and is starting to see the devastating impact that COVID-19 (or Coronavirus) will have on the lives of many. I live in New Zealand and at the time of writing this we have only 28 confirmed cases of Coronavirus. Despite this, businesses here are already taking huge losses. I overheard a Cafe owner today talking about how packed his popular beach-front cafe was Monday, 3 days later, the place is two thirds empty.
NICE inContact
MARCH 23, 2020
Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers. They also want to achieve the center’s targets for Service Level (SL), Average Handle Time (AHT), and First Contact Resolution (FCR), among others.
SurveyGizmo
MARCH 23, 2020
By Vanessa Bagnato, Director of Solutions Marketing. We recognize that businesses are working hard to rapidly adapt to a new, much more virtual way of working. Your people’s mental and physical well-being is front and center, and you’re likely in overdrive making sure employees have the tools and communication they need to continue to do what they do best.
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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
ProProfs Chat
MARCH 23, 2020
Every company has a customer support process in place, but what about its employees, clients, and stakeholders? Wondering what I’m talking about? Imagine this: . While working, one of your employees faces some technical issues with their system. . Who would they call? The HR department? Maybe. . The HR department will also call up a tech guy to fix your system.
ShepHyken
MARCH 23, 2020
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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.
WorkOutLoud
MARCH 23, 2020
WorkOutLoud’s community platform has been serving businesses since 2015. With millions of engagements, tens of thousands of users and discrete communities we have learned a few things. Quote. “The platform addressed the challenge we had quickly and efficiently. Without a hiccup we moved from an in-person meeting to a virtual meeting with all the reporting, analytics, and insights necessary to deliver a fantastic meeting!
Uniphore
MARCH 23, 2020
Digitization is on the mind of virtually every customer service leader, as new technology promises to improve the customer experience, streamline internal processes and boost agent productivity. Read More.
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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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PK
MARCH 23, 2020
For many tech companies, legacy manual processes may be holding back the organization from achieving streamlined operations, a faster delivery or a better customer experience. While Robotic Process Automation (RPA) has been around a long time, its combination of machine learning, AI and natural language processing has only recently reached a level of maturity where it can be easily and cheaply deployed across a variety of use cases.
COPC
MARCH 23, 2020
Social Distancing, Shutdowns and the Impact of COVID-19 on Our Industry. Contact workathome@copc.com for support in setting up your Work-At- Home operations. Introduction. The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. In the Philippines, the government’s shutdown of the island of Luzon (which includes Metro Manila) has resulted in many contact centres closing their doors to staff.
ShepHyken
MARCH 23, 2020
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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.
MyCustomer
MARCH 23, 2020
Engagement How to calculate a return on CX.
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.
Comm100
MARCH 23, 2020
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever. .
Maru Group
MARCH 23, 2020
In the United States, there are over 30 million small businesses employing almost 59 million people. The Small Business Administration has called them “economic engines,” central to growing economic output and employment. But beyond their economic clout, small businesses hold a special place in the American psyche. From George Bailey’s “Bailey Brothers Building and Loan” to the Gilmore Girls’ Dragonfly Inn and The Simpson’s “Moe”, small businesses play to our love of authenticity, honest hard wo
Comm100
MARCH 23, 2020
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever.
Daniel Group
MARCH 23, 2020
To Our Valued Clients: As we affirmed in our Business Continuity Update last week, The Daniel Group remains open to support your critical customer experience feedback programs. With that said, many of you may or already are operating in a very different business environment than even a week ago. To reflect this new reality, we have a few important points we’d like to share: 1.
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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.
DemandJump
MARCH 23, 2020
Everywhere you turn, there are data points being captured and leveraged by organizations to improve your customer experience -- whether you are conscious of the activity or not. Google captures where you are located and tags any photos you take with their correct geolocation.
NetBase
MARCH 23, 2020
Brands need ways to sway consumer love in their favor. And possibly the most effective way to do this is through influencers marketing. Let’s explore how you can harness these powerful personalities to connect with your consumers on your behalf. The Power of Influencers Compels Them . It’s important to be selective when looking for influencers to sell your product or services.
Confirmit
MARCH 23, 2020
Register to the webinar for your region. Australia: 26th March @ 11am AEDT. Europe: 26th March @ 11am GMT. North America: 26th March @ 11am EST. Right now, everyone is feeling their way through each day trying to support family, friends, their communities, and their organizations. Things are changing fast and yesterday’s certainties are today’s unknowns.
Beyond the Arc
MARCH 23, 2020
Every one of us, everywhere, is having to rapidly adapt to unforeseen changes. As your business and your customers are reeling from so many uncertainties, it’s more important than ever to communicate with empathy, awareness, and support. But that can be challenging. Often in relaying technical information, changing protocols, new requirements, companies get caught [.].
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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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