Thu.Oct 22, 2020

Why Customer Experience? Why Now?

Forrester's Customer Insights

One of the things I was most looking forwards to in 2020 as I returned to focus on our European consumer research was CX EMEA. I’ve always enjoyed Forrester events, both as a customer more than a decade ago, as an analyst presenting, and as a research director acting as MC.

2020 33

The Pivot to 100% Remote Training in the Contact Center

BlueOcean

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business.

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Key Takeaways From the Kustomer NOW Conference

Kustomer

On Wednesday October 21st, thousands of CX leaders around the globe gathered (virtually and socially distanced!) to learn about the modern customer experience, and have some fun in the process.

2020 60

Small Things That Have a Dramatic Impact on Your Customer’s Experience

Beyond Philosophy

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” ” One of the reasons the brilliant quote rings true is because of the concept of Priming.

2020 78

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Blending AI and Digital Tools with the Human Workforce to Deliver an Integrated Customer Experience

CSM Magazine

Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience.

2020 52

More Trending

Escalation Management Framework Techniques to Put into Action Now

Totango

When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape.

2020 68

A Few Free CX Events to Put On Your Calendar

Cyara

It's hard to believe that November is right around the corner already!

Desktops, Dashboards and Human Centred Design

CSM Magazine

Getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains.

2020 52

October Monthly Insider

SurveyGizmo

Welcome to the October 2020 edition of the Alchemer Monthly Insider newsletter. Each month, we will share product and solution news, use cases, and other helpful information. Is this information valuable? Is there more you want to hear from us?

2020 52

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

CX University Announces Partnership with Moravian College

CX University

CX and PX Training Gives Graduate Credits. BETHLEHEM, PA, October 22, 2020: Today, CX University (CXU) and Moravian College jointly announce the launch of their partnership to award graduate college credits for successful completion of CXU Online Courses in Customer and Patient Experience.

2020 52

How Can Colocation Data Centres Improve Customer Experience Levels During COVID-19?

CSM Magazine

Data centres are far more than many perceive. What may first seem like just a vast stockroom of servers and wires serves the crucial role of keeping us all connected in a modern, fast-paced world.

2020 52

Can You Please Review the Product You Never Received?

Optimove

“Personalized marketing” is no longer an innovative marketing strategy, but a must. There is growing anticipation by customers that all communication with them will be aligned.

2020 52

Recapping Week 1 of The Customer Service Revolution Conference

The DiJulius Group

In our 12th year of doing The Customer Service Revolution Conference – and virtually our first – this year’s theme is Reimagine… Revolutionize. This powerful virtual event had over 1,400 leaders registered, which is double the live attendance we’ve ever had!

2020 52

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Apple Maps reviews: What you need to know

BirdEye

If you own an iPhone, you probably know about Apple Maps, the default map application for iOs. Just like other map applications like Google Maps and Waze, Apple Maps features reviews and ratings for businesses.

2020 52

Gainsters of Gainsight: Meet Minh Phan, Senior Director of Product Management

Gainsight

Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product.

2020 52

More Than Delight: Why Process & Data Matter in CS

Education Services Group

“Have those reports on my desk by five!”…Not Not something we hear much anymore in the world of ever-advancing technology and automated process.

2020 52

Strategizing Customer Success Spend for 2021: 5 Takeaways From Our Survey On Customer Success Budgeting

Gainsight

It’s hard to believe that we’re just a couple of months away from 2021.

2021 52

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Free Webinar: Voice of the Customer with TGI Fridays & More

CSM Magazine

Registration is now open for the next Reuters Events Customer Service webinar: ‘Voice of the Customer: Creating a Seamless, Personalized Experience That Boosts Loyalty & Drives Revenue.’ ’ Hear from senior leaders at TGI Fridays, Sutter Health & VoteBash. Register for FREE to join live or receive the recordings!

2021 40

Customer Success is not CX

Zeisler Consulting

I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re like me, and work in CX, you may have wondered, What, exactly, is , Customer Success?

2020 52

Keep It Moving: Timing is Everything, Pt. 3 – Tips for Success

C Space

Keep It Moving: Timing is Everything, Pt. 3 – Tips for Success. The world is changing, and with that comes pressure on businesses to respond faster. To support our clients, we’re sharing the most valuable learnings from The Better Why: a report for insights leaders and customer activists. Tweet.

2020 52

Retail Library bo

Optimove

Optimove Resources. Your browser does not support the video tag. Your browser does not support the video tag. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. Filter by type: View All. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. eBooks, Guides & More. A Better Way to Define your VIPs – A Step-by-Step Guide. Guide: Why Gaming Operators Need Lifecycle Marketing. DIY Hack: How to Calculate Customer Lifetime Value. The Guide to Re-engaging Churned Customers.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

7 Jobs that Won’t be Automated

Ecrion

Teachers | 2. Healthcare Employees | 3. Management-Level Employees | 4. Lawyers |. Counselors/Psychologists | 6. Creative Professionals | 7. Systems Analysts. Automation is a practice that comes with a substantial amount of utility.

Gaming Library mo

Optimove

Optimove Resources. Your browser does not support the video tag. Your browser does not support the video tag. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. Filter by type: View All. eBooks. Use Cases. Customer Stories. Webinars. Learning Center. eBooks, Guides & More. A Better Way to Define your VIPs – A Step-by-Step Guide. Guide: Why Gaming Operators Need Lifecycle Marketing. DIY Hack: How to Calculate Customer Lifetime Value. The Guide to Re-engaging Churned Customers.

Keep It Moving: Timing is Everything, Pt. 1 – The Pressure to Respond

C Space

Keep It Moving: Timing is Everything, Pt. 1 – The Pressure to Respond. The world is changing, and with that comes pressure on businesses to respond faster. To support our clients, we’re sharing the most valuable learnings from The Better Why: a report for insights leaders and customer activists.

2020 52

Segment And Benchmark Your Journeys To Drive Emotional Engagement

Forrester's Customer Insights

We know customer journeys matter. We know emotion matters. But do we know what “good” looks like when it comes to customer journeys? Do we know how to design for emotion? Well, the two are inextricably linked.

2020 28

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.