Gainsight

APRIL 12, 2024

From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). Building customer empathy: CSMs understand the customer perspective, ensuring content resonates with their needs.

Customer Success 52

Customer Success Management Customers 2015 52

BirdEye

AUGUST 21, 2020

Today, customers increasingly engage with businesses through digital channels. The best businesses are those that are able to offer great experience both physically and digitally. What is ‘digital customer experience’? Why is digital customer experience important? Common misconceptions about digital customer experience.

Customer Experience 90

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 90

2020 Research

OCTOBER 6, 2022

Digital ethnography is a specialized form of qualitative research where market researchers virtually follow a group of consumers for a short or long period and observe them in their natural environment. What Does Digital Ethnography Work? The internet is an essential tool for digital ethnographers. It’s More Cost-Effective .

Travel 52

Travel Consumers Document Definition 52

ShepHyken

OCTOBER 9, 2023

My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Second, here’s a link to five videos that Brittany Hodak and I created to help promote these two very important “holidays.” CLICK HERE to watch the videos.

2023 63

2023 Article Customer Service Airlines 63

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. An expected customer journey reflects the commercial perspective on what works and what does not. It should include FAQs, explainer videos, and step-by-step solutions for common problems. .

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

SaleMove

DECEMBER 2, 2020

We are grateful and proud to be a multi-time winner, but we are especially honored since the award is chosen by the attendees—your peers—who saw Glia’s demonstration and recognized the transformative power of Digital Customer Service (DCS). Thank YOU for your interest in Glia Digital Customer Service.

Demo 52

Demo 2020 Omnichannel Financial 52

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members!

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Business owners like me have been adapting on a daily basis to client requests that require new-found video production skills, consulting virtually with teams dispersed around the globe, and transforming webinars into virtual training events…all while competing for wifi with three other family members!

2020 143

2020 Events Customer Journey Brands 143

BirdEye

SEPTEMBER 11, 2020

We interviewed our customers to get a perspective on how businesses across different industries embrace digital transformations to meet customers where they are and provide personalized experiences to win new business and keep their current customers happy at the same time. How are businesses adapting to the new normal? Go paperless.

Healthcare 98

Healthcare Automotive Financial Banking 98

Experience Investigators by 360Connext

MAY 27, 2015

The first person in the world to have the title Chief Content Officer, Ann Handley is a veteran of creating and managing digital content. That’s why I think Ann’s perspective is so critical for business leaders to hear right now. I knew it would be fun to discuss the intersection of content and customer experience with Ann.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Totango

JUNE 8, 2021

At Totango, we find that people really like when we send very short videos and it’s very effective for us in terms of explaining things or introducing best practices and moving them along through the journey. TC: The one thing that we really push ourselves to do, and it’s challenging, is focus on the user’s perspective.

Customer Journey 117

Customer Journey E Commerce Webinar Communication 117

SaleMove

MAY 19, 2020

Your attention should be felt on the call, chat, or video. Wear Their Shoes – Project yourself into the customer’s perspective. The post Active Listening Applied to Customer Service appeared first on Glia Blog | Digital Customer Service Explained. The role of a Customer Service Agent can be daunting.

Customer Service 76

Customer Service Contact Center Customers Presentation 76

SaleMove

MAY 8, 2020

Long thought to be a largely insurmountable feat, plugging mature generations into digital tools has taken on a new level of significance in these unprecedented times. The post Mature Generations and Digital Tools appeared first on Glia Blog | CX Explained.

Engagement 52

Engagement Blog Technology Customer Service 52

Beyond Philosophy

JANUARY 19, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! In this mindset switch, our perspective changes from deliberative to implementive. From a digital perspective, the implementation behavior might be going deeper into detail. When would you expect delivery?

Fashion 78

Fashion Consulting Customers Travel 78

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. When it comes to ROI, what’s the best way to leverage CSMs and the perfect level of human and digital engagement for cost-effectiveness? First was “Mastering Scale with Digital First Customer Journeys”. Engagement: It’s Dynamic! What is it that customers truly expect?

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Uniphore

JANUARY 25, 2022

Video will be Preferred CX Platform. With the mass migration to working from home, video conferencing has become ubiquitous. At the same time, our appetite for video content has grown exponentially. Cisco predicts that over 80 percent of internet data will be video by this year. Ah, 2022, a new year. Not so fast.

2022 52

2022 Healthcare Banking 2020 52

Beyond Philosophy

JANUARY 19, 2022

If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). AR enhances your physical world with a digital layer. You were walking around in the physical world but collecting digital rewards. These concepts go beyond digital interactions.

Entertainment 88

Entertainment Books Technology Interaction 88

CSM Magazine

AUGUST 31, 2023

You can: Track user clicks, scroll depth, and video views Customize events without needing to modify website code Utilize built-in events for common user interactions 3. It emphasizes collaboration between tools, ensuring that you have the most thorough and insightful perspective at your fingertips, guiding your strategies and decisions.

Events 52

Events Metrics Presentation Insights 52

Customer Bliss

APRIL 12, 2019

Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means. And not just from the customer perspective, but from a leadership perspective. They also determined what processes and procedures could be streamlined.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Upstream Works

JULY 16, 2021

Consider how contact centers must keep adding new digital communication channels for customers, such as web chat, messaging, and video. Consider how contact centers must keep adding new digital communication channels for customers, such as web chat, messaging, and video. AI Puts You Ahead of the Curve.

Contact Center 78

Contact Center Innovation Call Center Omnichannel 78

2020 Research

NOVEMBER 2, 2023

Using both methods will give you a deeper understanding of your audience’s perspective. The right representation will make the results of your research more significant. Design a Comprehensive Brief : Your concept should be clearly defined, with details that are easy to grasp. Ask questions in a conversational way.

Feedback 59

Feedback Events Advertising Insights 59

CSM Magazine

FEBRUARY 24, 2023

Self-Service Options: Technology has enabled businesses to offer self-service options like FAQs, knowledge bases, and video tutorials, enabling customers to solve their own issues quickly and easily. Show empathy and take the time to understand their perspective. Follow up with customers after a purchase to ensure their satisfaction.

Customer Service 52

Customer Service Exceptional Customer Service Multi-Channel Competitive Advantage 52

SurveySparrow

FEBRUARY 9, 2024

The Importance of Mapping a Buyer’s Journey for SEO Source: Think with Google Planning the customer journey is an integral part of any digital marketing strategy. Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. Over 68% of all online experiences begin with a search engine.

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

Customer Guru

JANUARY 3, 2018

The employees at the last organization that I worked with used to think entirely from a customer’s perspective and they drove the business decisions or, at least, influenced the business plans accordingly. Amazon Prime Video or the Amazon Instant Video is the game changer for Amazon Prime subscription users.

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

Gainsight

JULY 11, 2023

And to see a video of Steve Cornwell (CEO of Northpass ) and me realizing our companies are a perfect match, check out below. 2: Digital & Scale are Hot in Both Industries Many companies are investing in Digital GTM initiatives with a focus on Scalability, especially given the ever changing SaaS industry.

Customer Success 40

Customer Success Net Promoter Score Social Media Customers 40

Ian Williams

DECEMBER 30, 2019

We’ve been lucky enough to work on some amazing projects, including looking at customer profiling, segmentation, personae building, customer journey mapping & transformation, working with our partner Amadeus, as well as other digital & user experience work. But this isn’t going to be one-way traffic.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey 2020 User Experience 52

SurveySparrow

FEBRUARY 13, 2023

Whether it’s through stories, videos or podcasts – there are so many opportunities for showing off your team’s accomplishments! In this employee spotlight video , senior accountant and mom-of-three Hannah Hood tells us why she loves being a part of Summit CPA. From leaders to interns, everyone has a unique perspective to offer.

Culture 52

Culture Social Media Blog Insights 52

ShepHyken

JULY 28, 2023

Use case studies Case studies can provide nuance and perspective—less a review and more of a narrative, explaining the customer’s experience using your product. Video is always popular!) Selecting between products can often be confusing. Is the product as good as it claims to be? Does it offer the features I need? What format?

Brands 62

Brands Consumers Article Innovation 62

SurveySensum

MARCH 17, 2023

This requires a significant shift in perspective for the OEM, and thus, it is the responsibility of the CEO to emphasize the necessity of change and take action to implement it. Digital presence MATTERS Over the past few years, two significant disruptions have altered the nature of the car-buying experience to some extent.

Automotive 52

Automotive Customer Experience 2023 Entertainment 52

Kustomer

OCTOBER 19, 2023

In today’s digital age, where countless individuals have access to the internet and social media platforms, any customer interaction, whether positive or negative, has the potential to become widely publicized. The YouTube video became a viral sensation, drawing widespread attention to the airline’s handling of the situation.

Customer Service 59

Customer Service Airlines Exceptional Customer Service 2014 59

BirdEye

OCTOBER 25, 2023

Online listings play a crucial role in every business’s digital strategy. Nate Henry – VP of Channel Sales, Birdeye, and Elijah Lee, Digital Marketing Manager, Harbinger Marketing, bring you the top insights to ace marketing with online listings. He is the digital marketing manager of Harbinger Marketing.

Marketing 104

Marketing Information Webinar Consumers 104

Maru Group

MAY 14, 2020

Broadcasters and franchises have been getting creative, pairing up athletes and sportscasters to give new life and perspective to existing content, and to add real-time commentary for re-aired games and matches. Many sports fans and athletes are using video games and esports as a traditional sports stopgap.

Sports 52

Sports 2020 Entertainment Events 52

Bold360

FEBRUARY 19, 2020

Join a growing community of leaders from CX, digital experience, and IT at our annual full-day summit, CXNext. That’s something you just can’t do by reading articles or watching videos. By taking a step back, you can gain a new perspective on what you’re trying to solve and how you’re solving it. 2. Bring home action items.

2020 52

2020 Engagement Hotels Events 52

Beyond Philosophy

OCTOBER 9, 2021

It is only with effort that we see a different perspective. Finally, we discuss ways that an organization can use diversity in opinion and viewpoints as the basis for creating new ideas that ensure their brand won’t disappear like a national brick-and-mortar video store in the 2000s. Key Ideas to Improve your Customer Experience.

Consulting 78

Consulting Financial Books Culture 78

Alida

AUGUST 1, 2017

The night’s engaging conversation revealed how top brands keep pace with the digital-first customer and enhance their lifetime value. With insight from the community, Bustle is more confident when it takes risks with content, videos and Instagram. If you build a brand that is worthy of being trusted, you’re getting customers for life.

Entertainment 124

Entertainment Advertising User Experience Insights 124

CSM Magazine

JANUARY 17, 2022

While specific industries may have suffered significant losses due to the pandemic, various digital industries grew massively. People are increasingly opting to play video games on their smartphones. One such industry is the online gaming market. Business is expanding and customer support continues to develop. Customer Service.

2021 52

2021 Entertainment Sports Customer Service Representative 52

Call Experts

MARCH 18, 2020

Each video includes an activity guide with lessons for K-5 students to do at home. . 50 States Tour for Kids: Two Minute YouTube Videos Touring our 50 States. . Every day includes four separate learning experiences, each built around a thrilling, meaningful story or video. Consumer Experiences in The Digital World.

Contact Center 75

Contact Center Call Center 2018 Customer Journey Mapping 75