NICE inContact
AUGUST 10, 2021
Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.
Playvox
AUGUST 11, 2021
Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show. It was my first semester teaching music as an adjunct professor at Purdue University Fort Wayne, and I was thrilled to be making my debut musical appearance three months after the birth of my son.
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Knowmax
AUGUST 9, 2021
Why is information overload killing CX?
BlueOcean
AUGUST 9, 2021
For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration.
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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.
Alida
AUGUST 12, 2021
It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family. But, with competition increasing and the barrier of change decreasing, providing a universally good shopping experience is no longer enough.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Totango
AUGUST 8, 2021
Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations.
One Millimeter Mindset
AUGUST 11, 2021
Organizational value silos are found in all sizes and shapes of companies. Initially, silos are created and nurtured by business and hiring models which categorize people into functional roles based on how they solve problems. Then, these silos are perpetuated by problem-solving tools, mindset, and terminology “owned” by the professional disciplines inhabiting these silos.
Alida
AUGUST 10, 2021
CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product. Brands can’t afford to deliver sub-par experiences, but brand trust is at an all-time low, with NPS scores at one third of what they were just five years ago.
ShepHyken
AUGUST 9, 2021
Each week I read many 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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. (Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended way
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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
ChurnZero
AUGUST 13, 2021
Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? InSided VP of Customer Success Anika Zubair joined us to talk about the product categories and solutions that leading Customer Success professionals are embracing as they build out their digital-led programs.
Zonka Feedback
AUGUST 12, 2021
For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates. They would speak excitingly about your brand and attract more customers for your business. That’s the best kind of marketing if you ask me.
BirdEye
AUGUST 9, 2021
Today, Instagram has over a billion monthly users – which means that 1 in 8 people on the entire planet use Instagram. Furthermore, 83% of them use the Instagram app to discover new products and services. That means Instagram is often the average consumer’s entry point to your business, making Instagram direct message marketing a powerful channel for attracting and retaining customers.
ShepHyken
AUGUST 13, 2021
This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences. In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands t
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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Middlesex Consulting
AUGUST 12, 2021
Ron Giuntini is the author of this post and is justifiably proud of his efforts relating to engaging leadership in the aftermarket. It would benefit an OEM leadership to be more engaged in the details of direct and indirect processes that impact the effectiveness of their relationship of their installed customer base and/or their distribution […].
Zonka Feedback
AUGUST 12, 2021
In a hyper-competitive world, the key to business success is your ability to deliver excellent experiences and retain customers. How you listen to the voice of customers, understand customer issues, and resolve them makes all the difference in helping you stand out of the crowd. It’s absolutely true that customer experience is as important as your product or service.
ClientSuccess
AUGUST 10, 2021
We’ve all experienced customers going dark. Maybe it’s right after implementation when they’re finally using your product but have yet to schedule an ongoing check-in meeting. Maybe it’s a year into using your technology when it’s time to discuss renewals. Or, maybe, something as simple as scheduling issues resulted in weeks of missed meetings. However customers go dark, it is often the CSMs responsibility to rein them back in and get them back on the path to success.
ShepHyken
AUGUST 10, 2021
Customer Insight. Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons.
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
Conversocial
AUGUST 10, 2021
Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities.
Optimove
AUGUST 12, 2021
We are deeply proud to announce that Optimove has been recognized as a Leader in “The Forrester Wave : Cross-Channel Campaign Management (Independent Platforms), Q3 2021” (CCCM). This is our second straight appearance in this report, after being named a “Strong Performer” back in Q4 2019. Yes, the previous report was published in a pre-Coronavirus world, and yes, a lot has changed since.
Zeisler Consulting
AUGUST 11, 2021
Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who, although her heart was in the right place, hadn’t strategically lined out the proper role of the CCO and set those expectations in the first place.
Beyond Philosophy
AUGUST 12, 2021
Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. .
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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,
Vanilla Forums
AUGUST 12, 2021
The CSM. A position that does so much for an organization but one that fails, time and again, to be described, understood, or appreciated. ?? Preach!! I hear you say, preach!! ??. Being a CSM is something that only other CSMs can truly understand, and Jeff Breunsbach , Director of Customer Experience at Higher Logic, recently put out a call on Linkedin to find out how many other success professionals know the struggles and wow, did people deliver!
ChurnZero
AUGUST 10, 2021
ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Bree Pecci , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Bree helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. .
delighted
AUGUST 10, 2021
Delighted’s goal has always been to be the fastest and easiest way to gather customer feedback, which depends on us enabling you, our customers, to do everything yourselves. That way, you can get it done fast, and get it done right. But as Delighted has evolved, our feature set has exploded (did you catch that we’ve released three new survey types in the past three weeks??).
Innovative CX
AUGUST 10, 2021
In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. The study found that while 91% of the respondents wished to be a CX leader in their industry, only 37% said they were just getting started with a formal CX initiative and 20% considered their CX initiative, “advanced”. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experien
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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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