InMoment XI
DECEMBER 15, 2022
Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Think of digital experience trends being the new maps application in your business.
BlueOcean
DECEMBER 13, 2022
Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Gas, grocery, fashion, technology… and probably more. Salesforce research says consumers like us belong to 4.3 loyalty programs on average. And you’re probably spending a decent amount of money at those places. If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members,
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Alida
DECEMBER 15, 2022
Finding and keeping the right insiders is the first challenge you’ll encounter when establishing a VoC program.
TechSee
DECEMBER 12, 2022
Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.
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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
DECEMBER 14, 2022
Welcome to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kustomer
DECEMBER 12, 2022
When organizations are considering a chat strategy, there’s a common debate over whether live chat or a messaging app is the right method to use for client communication. Both models have pros and cons, but technologies have evolved to make a hybrid approach not just possible, but effective. By blending both models together, you can test, collect feedback, and grow — and new tools make it easier than ever to take the best from each approach.
BirdEye
DECEMBER 16, 2022
It’s no secret that customer reviews have become an essential part of running a successful business. In particular, there is great importance to Google reviews because they can have a direct impact on local businesses success. Most people search for products and services on Google, and these reviews provide important information about the value of your products and services.
InMoment XI
DECEMBER 13, 2022
My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business.
Upstream Works
DECEMBER 14, 2022
Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered.
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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
Think Customers
DECEMBER 16, 2022
It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?” Among the 457 people who responded, employee engagement and digital engagement got the largest shares of votes at 37% each.
Maru Group
DECEMBER 13, 2022
By Steve Brockway Maru/Matchbox | December 2022. Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. To achieve this, firms need improved customer insight to engage teams and consistently provide products, services, and communication to deliver good outcomes.
The DiJulius Group
DECEMBER 12, 2022
Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1. The Great Retention Great companies help people live amazing lives. Great. Read Full Article. The post 11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever appeared first on The DiJulius Group.
ShepHyken
DECEMBER 16, 2022
This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. The concept of ‘quiet quitting’ has become a popular term within the working world.
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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Beyond Philosophy
DECEMBER 10, 2022
Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint.
Middlesex Consulting
DECEMBER 13, 2022
Your customers buy products like the ones you manufacture because they have a limited number of outcomes they must achieve. Furthermore, you and most of your competitors’ products can deliver these outcomes at approximately the same cost. The big question then is, “why do they choose one of the products over all others?” To find […]. The post Your Post-sale (Aftermarket) Service Has Become an OEM’s Greatest Differentiator appeared first on Middlesex Consulting.
Heart of the Customer
DECEMBER 12, 2022
As Heart of the Customer (HoC) grows, we need a new CX Strategist to lead relationships with our clients. This role serves as the face of HoC with our clients, working with executives to define their most significant business problems and identify ways for HoC to solve them. This is a senior-level consulting role, engaging […]. The post HoC is Hiring!
ClientSuccess
DECEMBER 12, 2022
Payday Vectors by Vecteezy. In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. To this end, I usually see three distinct compensation models: Base Only; Base + Bonus; or the preferred model of mine -Base+ Variable- to reward excellence in performance. Read further on why this structure can be beneficial when building out your ClientSuccess team!
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
Beyond Philosophy
DECEMBER 15, 2022
Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. Frame it Properly. So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story.
Gainsight
DECEMBER 16, 2022
This story was originally published in TechCrunch. A n old maxim among courtroom litigators states that you should only ask a question of a witness when you already know how they will answer. Otherwise, you might be in for an unpleasant surprise. For this reason, effective prosecutors and defense attorneys engage in various pre-trial activities, including “witness prep,” to help them take control of the narrative.
CSM Magazine
DECEMBER 16, 2022
The holiday season can be stressful – for customers and businesses alike. Here are three ways to better engage with customers during the holidays, brought to you by Zenarate. 1. Empathy First. Customer empathy starts by seeing things through the eyes of others. Through understanding and conveying a sense of shared experiences – “I know how frustrating that can be” – a bond is forged, and hostilities are lowered.
Daniel Group
DECEMBER 15, 2022
Welcome to Success Strategies! From everyone at The Daniel Group, we’d like to say THANK YOU for your continued loyalty and faith in us. It’s been an absolute pleasure working with all of you this year! We hope to make 2023 even better! One major highlight from 2022 was our client conference with Fred Reichheld as our keynote and special presenters: Bryan Gregory, Carter Machinery Denise Herrera-Wieters, HOLT CAT Carol Tesarek, Equipment Depot Marty Yuzwa, Ohio Machinery My recent bl
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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,
SurveySparrow
DECEMBER 14, 2022
Branded surveys are designed to capture specific data related to a brand’s needs, goals, and objectives. They are used as a marketing tool to measure customer satisfaction and loyalty, gain insights into consumer preferences, conduct market research, or gather feedback on a product or service. Unlike standard surveys with generic questions across multiple industries, branded surveys are tailored to a specific brand.
Circular Edge
DECEMBER 13, 2022
Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). Leverage your historical ERP data to uncover insights that generate value for your customer and business. Business data abounds, but are you taking full advantage? The average small-to-midsize business owns nearly 50 terabytes of data — but most goes underutilized.
CSM Magazine
DECEMBER 15, 2022
Majorel Group Luxembourg S.A., a leading global provider of next-generation end-to-end customer experience (CX) solutions for digital-native and vertical leading brands, today announces the launch of Majorel X, as a platform for CX transformation services. Majorel X addresses increasing client demand for an integrated approach to CX transformation. This is a key factor as brands race to stay relevant and deliver immersive experiences to consumers at every touchpoint.
West Monroe
DECEMBER 11, 2022
It’s no secret that the current economic environment is unpredictable. Inflation has driven prices to their highest adjusted point in decades, while student loan debt and a reliance on unsecured lines of credit continue to drive uncertainty. This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bas
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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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