InMoment XI
JUNE 30, 2022
This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program.
Experience Investigators by 360Connext
JUNE 28, 2022
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
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Retently
JUNE 28, 2022
Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. A good Net Promoter Score can fuel your business growth, generate word-of-mouth referrals from Promoters and help you bring in more business without spending as much on traditional advertising or inbound
Lumoa
JUNE 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked.
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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.
InMoment XI
JUNE 28, 2022
Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. However, these relationships aren’t the only things experience programs can support for brands.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
JUNE 28, 2022
How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co., companies achieving the highest Net Promotor Scores (NPS) in their industry consistently.
One Millimeter Mindset
JUNE 29, 2022
Those are the words of one of my greatest mentors. I think his words are even more relevant today than they were before. During our careers we get caught up in taking the next steps up the rungs of someone else’s idea of what a corporate ladder looks like. Or, we become chameleons: acting and dressing and living according to others’ expectations (or even demands).
Kustomer
JUNE 27, 2022
In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). The pandemic created a new normal born out of necessity — a normal in which human interaction came to a screeching halt and alternative methods for communication and, more specifically, customer service, became a requirement.
Kapta Customer Success
JUNE 27, 2022
As an account management leader, there are a wide variety of responsibilities to manage. Between improving client relationships, growing your business revenue, and prioritizing consumer retention, there is so much more to becoming a successful account manager, or key account manager.
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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
QuestionPro Audience
JUNE 30, 2022
Have you ever wondered what’s the role of your audience in research? can you identify when an audience choice has been a mistake? QuestionPro is here to help you understand the role of audience research in your data collection process. . Audience research seeks to answer a variety of business questions such as how customers feel about existing products, what interests them, who influences them, what problems they have, and their opinions about branding and service.
Playvox
JUNE 28, 2022
During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.
Kustomer
JUNE 30, 2022
As the modern retail experience has shifted in recent years, so have the expectations of the modern consumer. Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. In order to keep customers happy and loyal, companies have to employ a proactive customer support strategy to stay ahead of needs and issues long before a customer has the chance to be dissatisfied.
SAP Customer Experience
JUNE 28, 2022
Part I: Introduction Customer Service and Field Service represent a major part of every business with end customer satisfaction in mind. Both are key parts of a typical Service organization, and are closely interconnected. Despite that, each of the processes has its own scope and specifics, and collaboration between them.
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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Totango
JUNE 28, 2022
The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. .
delighted
JUNE 30, 2022
This post is a guest contribution by Emma Kimmerly, Partner Marketing Lead at Friendbuy. Every brand loves a happy customer, and knowing that you have recent buyers who love your product enough to give you positive feedback is a great feeling. But your happiest customers can do more than provide validation and direction – they can also become significant revenue drivers for your business through a referral program.
SaleMove
JULY 1, 2022
Customer expectations for digital service keep increasing. Here are three key Digital Customer Service steps to ensure you stay ahead of them. The post How to Keep Exceeding Customer Expectations with Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.
ShepHyken
JUNE 28, 2022
Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways: There is a slow death of customer service.
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
Merkle
JUNE 27, 2022
While companies continue to win with customer experience, not every platform or piece of technology is created equal when it comes to meeting consumers in the context of their commerce journey. Even the best technology for your company won’t get you there right out of the box. Critical roadblocks to success include a siloed approach to commerce environments and capabilities, as well as complacency toward customer experience management (CXM) best practices.
Beyond Philosophy
JUNE 25, 2022
Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common?
ClientSuccess
JUNE 29, 2022
As a CSM, you know first-hand that working with customers involves more than answering their questions, guiding them through onboarding and product implementations, and ensuring their ongoing satisfaction with your organization. It’s also about the little things: the openness a customer feels with you when you’re not talking about work, small anecdotes about your weekend before a call, and the personal relationship that grows between you and your customers. .
Think Customers
JUNE 29, 2022
This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap.
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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,
Inbenta
JUNE 30, 2022
Content. What is proactive support What are the benefits of proactive support? Three examples of proactive support Proactive chatbots can give brands a competitive edge. What is proactive support? Proactive support is an approach that requires helping customers before they need to contact your support team. There isn’t one specific tool or feature that carries out this task; instead, it’s an overall plan incorporated into your customer service strategy and technology.
CSM Magazine
JUNE 29, 2022
With buyer satisfaction levels plummeting to a 17-year low, and less than 35% of consumers completely satisfied with their brand relationship, there is huge stakes resting on your ability to provide satisfying experiences. This begs the question – does your brand have the insights and strategies needed to buck this trend? Through our partnership with Reuters Events, we are excited to bring you an exclusive invitation to join the next webinar in their CX & Marketing Leadership series
Lithium
JUNE 27, 2022
Trust us. You don't want to overlook Instagram. If your brand is wondering whether they should turn on Instagram DMs via Khoros , first ask yourself, "Are your customers using Instagram?". "Many of our clients are on Instagram and we needed to find a more efficient way to respond to the hundreds of inquiries we receive daily. The Messenger API for Instagram has enabled our team to easily resolve queries received via Instagram messaging, comments and story mentions within the platform, providing
MyCustomer
JUNE 27, 2022
Engagement How Primark's digital shift could harm its CX.
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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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