Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Nasuni

AUGUST 21, 2023

Jim Liddle announces that he is taking on a new role as Chief Innovation Officer to lead Nasuni’s data intelligence and Artificial Intelligence (AI) strategies.

Innovation 84

Innovation 84

Forrester's Customer Insights

AUGUST 21, 2023

In the age of GenAI, vector databases are becoming increasingly important. They provide a critical capability for storing and retrieving high-dimensional vector representations, essential for supporting LLMs. Unlike traditional databases that are optimized for exact matches, vector databases are designed to support similarity searches.

Insights 49

Insights 49

BirdEye

AUGUST 24, 2023

It’s harder for a business to stand out these days. Traditional marketing, such as content creation and social media, has become non-negotiable. Businesses have to work harder to make their marketing campaigns successful. By tailoring customer marketing messages that resonate with customers’ unique preferences, companies can unlock a powerful avenue for sustainable growth.

Marketing 98

Marketing Customer Retention Loyalty Social Media 98

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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

Magellan Solutions

AUGUST 23, 2023

The marketing landscape is changing due to the evolution of Artificial Intelligence (AI). AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. Initially, AI simplified tasks such as email marketing and social media scheduling. Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization.

Marketing 98

Marketing Social Media Advertising ROI 98

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

Customer Service 116

Customer Service 2023 Blog Article 116

BirdEye

AUGUST 25, 2023

Social media is an amazing platform for customers to discover brands, local businesses, and products for their needs. But these platforms hold the potential to be so much more, when combined with social shopping. You can turn your social media audience into customers without them having to leave the platform at all. And that is what social shopping is.

Social Media 98

Social Media E Commerce Advertising 2025 98

SAP Customer Experience

AUGUST 19, 2023

The Business Requirement: Our imaginary customer utilizes an Emarsys Contact Form on their main website as a contact form. We can also use custom forms but this is a topic of another blog. After a contact fills out the form, an automation program is triggered with a Form Entry Point.

Blog 88

Blog Customers Customer Engagement Engagement 88

Blueshift

AUGUST 25, 2023

In today’s hyper-connected and competitive business landscape, organizations strive to build lasting customer relationships. A happy and content customer is a company’s true asset. For any business, however big or small, there can be no better advocate than its customer community. That’s why organizations are so rightly focused on being ‘customer-centric’.

Customer Engagement 84

Customer Engagement Engagement Customer Experience Customer Centricity 84

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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

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Braze

AUGUST 24, 2023

Having the right technologies on hand is an essential part of any successful customer engagement strategy—but implementing a new marketing technology platform can sometimes be both time-consuming or labor-intensive.

Technology 98

Technology Consumers Customer Engagement Engagement 98

Help Scout

AUGUST 22, 2023

How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?

Customer Service 104

Customer Service Article Customers 104

2020 Research

AUGUST 21, 2023

To make confident business decisions, it is imperative for organizations to understand how and why people use their products in their day-to-day lives. Unfortunately, most of the time that’s easier said than done. While In-Home Usage Tests (IHUTs) are critical to successful product development, they can oftentimes be complex, lengthy, and expensive.

Consulting 98

Consulting Feedback Insights Books 98

C3Centricity

AUGUST 21, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of employee empowerment and engagement in driving organizational success. Explain how organizations that […] The post Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement first appeared on c3centricity.

Culture 90

Culture Engagement 90

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

SAP Customer Experience

AUGUST 24, 2023

Overview Migrate your accelerator-based storefront to Composable Storefront If you’ve read the “Five reasons to move to a project Spartacus javascript storefront ” and “Getting started with SAP Commerce Cloud Project Spartacus” you may be wanting to migrate to a stateless high-performance architecture and now wonder how to actually prepare.

Customer Experience 82

Customer Experience Customers 82

Help Scout

AUGUST 22, 2023

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.

Management 104

Management Article Customer Experience Customers 104

MyCustomer

AUGUST 23, 2023

In recent years, there has been a spotlight on the customer experience being delivered by healthcare organisations.

Healthcare 83

Healthcare Customer Experience Customers 83

Brad Cleveland Blog

AUGUST 25, 2023

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are immediately … Continue reading → The post Stories from the Field: Aligning Service and Mission appeared first on Brad Cleveland.

Customer Experience 48

Customer Experience Contact Center Call Center Customer Relationships 48

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

Contact Center

SAP Customer Experience

AUGUST 25, 2023

Maintaining a service connection is crucial when you report a case to SAP since it enables a support engineer to remotely access your system and start an analysis without your presence. This helps support engineers to directly observe an issue as part of a Root Cause Analysis, expedites the problem’s.

Connections 81

Connections Customer Experience Customers 81

Help Scout

AUGUST 22, 2023

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.

Customer Service 104

Customer Service Article Customers 104

Forrester's Customer Insights

AUGUST 23, 2023

The Forrester Wave™: Content Management Systems, Q3, 2023 helps buyers select a next-generation content management system that will delight, convert, and further engage consumers through anticipatory digital experiences.

2023 47

2023 Management Consumers Engagement 47

kommunicate

AUGUST 23, 2023

Last Updated on August 23, 2023 Below is a simple guide for users who have integrated a chatbot to their website and now want to track its performance. We are going to integrate Google Analytics with a chatbot built using Kommunicate’s Kompose chatbot builder. Before we dive in, let’s see why its important to integrate [.] The post How To Integrate Google Analytics With Your Chatbot appeared first on Kommunicate Blog.

2023 98

2023 Blog 98

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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

Amplifai Coaching Category

AUGUST 24, 2023

Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.

Average Handle Time 97

Average Handle Time Contact Center Customer Satisfaction Customers 97

Help Scout

AUGUST 22, 2023

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios.

Customer Service 80

Customer Service Article Customers Engagement 80

2020 Research

AUGUST 22, 2023

Integrating cutting-edge techniques into your market research helps you uncover hidden connections between attention, arousal, and emotions which drive smarter business decisions. Discover how Sago Research Labs provides advanced and comprehensive qualitative solutions and neuromarketing tools to delve deeper into participants’ behavioral and emotional responses.

Presentation 88

Presentation Technology Consulting Connections 88

kommunicate

AUGUST 25, 2023

Last Updated on August 25, 2023 Imagine you are the founder of a SaaS company that has just built the perfect product that will solve a very particular problem for the customer. But how do the customers know that it is YOUR product that they need? And why will they move away from the competition, [.] The post Product Adoption Demystified: Strategies For Customer Allure appeared first on Kommunicate Blog.

2023 94

2023 Blog Customers Management 94

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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