Sat.Apr 01, 2023 - Fri.Apr 07, 2023

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Three Tips for Building an Award-Winning CX Program

InMoment XI

In March, I spoke at InMoment’s XI Forum Sydney, and it shouldn’t surprise you that I chose to talk about building a customer experience (CX) program! In the spirit of sharing insights for those who couldn’t attend or want to revisit my key points, I’m here on the InMoment blog to briefly recap my presentation! When I started working at InMoment, I knew nothing about CX.

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How Do I Get Manufacturing Executives to Care About CX?

Heart of the Customer

Last week I spoke about how to get distribution executives to care about customer experience (CX). Now, I’m turning to the related field of manufacturing. Many manufacturing companies also offer distribution, so make sure to review that post, too. This week, I will dive into the specific impacts of CX in traditional manufacturing – and […] The post How Do I Get Manufacturing Executives to Care About CX?

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Create a Winning Customer Engagement Strategy

Lumoa

A customer engagement strategy is vital to increasing customer loyalty and driving revenue. It will help you build relationships with existing customers. You’ll also attract new ones and create more opportunities for repeat purchases. Ultimately, it raises customer satisfaction with your brand. But it’s not something you create on a whim. You must plan, think creatively, and understand your customers to build your strategy.

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ReThink Productivity Podcast: The Future of Customer Experience with InMoment’s Simon Fraser

InMoment XI

As businesses strive to improve their customer experiences , asking for feedback has become a common practice. However, not all feedback is created equal, and simply collecting feedback for the sake of it may not lead to meaningful insights or improvements. In a recent appearance on the ReThink Productivity Podcast, InMoment’s Vice President of CX Strategy, Simon Fraser, discussed the importance of understanding why you are asking for customer feedback in the first place.

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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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Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition!

Daniel Group

Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. “CX is about us learning together, this is a journey, focusing on the human element of things, and helping our dealers improve interacting with customers.” Transcript Lynn Daniel: Welcome everyone.

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The Benefits of Customer Profile Analysis for Business Growth

Lumoa

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences. Analyzing such data helps businesses learn the ins and outs of their target audience—and a company that knows its audience can further its own growth.

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150 business name ideas to get you started

BirdEye

You have a can’t miss business idea, but you’re racking your brain to come up with a name that does it justice. Don’t sweat it – we’ve all been there. Nailing down the perfect name is crucial in building a rock-solid brand. It’s a hurdle that trips up even the most seasoned entrepreneurs. In this blog post, we’ll share 150 business name ideas to help you hit the ground running.

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Introducing Kustomer AI Labs with New Agent Assistance

Kustomer

What does it mean to be a ‘Modern CRM?’ It’s a question we wrestle with everyday at Kustomer, trying to stay ahead of consumer trends and ensure the experience our customers can offer is best-in-class, both in quality and efficiency. We like to think of support agents as everyday heroes, helping customers locate their orders or obtain a different size for that important outfit.

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Tipping Used to Be For Good Service

ShepHyken

The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food.

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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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Collaborating for Success: B2B Customer Experience Agency and Lumoa

Lumoa

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency. We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency

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A guide to business budgets + Free business budget template

BirdEye

Does financial planning and budgeting for your business seem daunting? You’re not alone. Many local businesses have difficulty creating and managing budgets, so setting yourself up for success is essential. Financial control and planning play a significant role in business success, and are closely linked. But it is easier said than done. Business budget templates can come in handy in the beginning of your financial journey to get you started up on the right path.

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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Building a supportive work climate is the first step.

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Boosting Profits with Personalization with Eric Melchor

ShepHyken

Top Takeaways: Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product. A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences.

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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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Think RELATIONSHIPS or Go Broke. Literally.

Bill Quiseng

QUI QUOTE: As their leader, the value to your employees is in their personal interactions, not your business transactions. For their well-being, employees want emotional remuneration, not just financial ones. Don’t ask them, “What can you do for me and my business?” Instead, ask your employees these two questions: “What do you think? and “What can I do for you?

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Blueshift Named Consecutive Leader in Marketing Automation and CDP by G2

Blueshift

We’re pleased to announce that Blueshift was named a Leader in G2 ’s Spring 2023 report in the Marketing Automation , Customer Data Platform (CDP) , and Mobile Marketing categories. Our Leader ranking is based on receiving high customer satisfaction scores and having a large market presence. We owe a great deal of thanks to our customers, who took the time to provide feedback to G2, they are the driving force behind this recognition.

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Totango product innovations help CS drive predictable revenue growth

Totango

It’s no secret that businesses have been hit hard in 2023. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

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The Power of Emotional Intelligence in Driving Business Growth

C3Centricity

Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.

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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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The 3 Ps of purpose-driven customer service (Part 2)

Customer Enthusiast

Last week, I presented Part 1 of an activity that will enable supervisors, managers, and leaders to produce fresh suggestions for how the team can consistently deliver purpose-driven customer service.

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The Role of Real-Time Data in Workforce Management

Playvox

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience. There are several roles within the workforce management space, and each one is important in its own way.

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Mastering the Art of Signposting: A Guide to Controlling Calls with Ease

Myra Golden

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.

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Calabrio’s OpenAI Integrations Accelerate Contact Center Efficiency and Agent Productivity

CSM Magazine

Tenured AI and ML research and innovation teams continue to develop offerings that reinforce agents’ value as brand guardians. Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company. Integrations include ChatGPT and GPT-3, with GPT-4 also being evaluated.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Improving Customer Experience by Removing Friction

Hello Customer

Sometimes you really love a brand, but they make it impossible for you to do business with them. Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. So you leave and you move on. Today customers expect to have easy and seamless experiences with brands.

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TOP Call Center Outsourcing Companies in 2023

Helpware

If you're looking to improve customer experience or optimize your operations, it's worth considering options beyond your own company. One idea is outsourcing customer support to one of the top call center outsourcing companies. This can be a budget-friendly way to handle customer concerns while still providing top-notch service.

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5 Factors Guiding Digital Transformation in Leading Businesses

inQuba

Successful transformations are easier waterfalled than done, but all have a few things in common. Unless you’ve been in a cave , you’ll be very aware of the period of unprecedented digital acceleration of the last few years. Businesses globally have had to respond to rapidly shifting market and consumer dynamics, with varying success. Other than the obvious global pandemic, some of the factors influencing this change in focus are: The widespread adoption of cloud computing which has made it easi

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Using Data to Drive Your Wellbeing Strategy

CSM Magazine

At our recent Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for clients. When discussing wellbeing, we recognise that it is a topic that can feel overplayed or seen as a ‘nice-to-have’ That’s why research reports – such as the CCMA’s recent Contact Centre Wellbeing study – are so important to understand the scale of the issue.

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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.