Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

Policies 200

Policies Roadmap Culture Leadership 200

BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.

Customer Care 177

Customer Care How To Sports Case Study 177

Zeisler Consulting

MARCH 19, 2024

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind. There was a discrepancy and I kept repeating my point with every new escalation (I was passed off from one department to anther a couple times, and then up the supervisory chain).

Policies 93

Policies Hospitality Brands System 93

BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.

Customer Care 156

Customer Care How To Sports Case Study 156

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” “We may have enough opportunities, but are they large enough in terms of projected revenue? What is our go-get?” “Are we progressing these opportunities through our pipeline process towards close?

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Sales Analysis Resources Examples 108

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses an

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Kustomer

MARCH 19, 2024

Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. Pricing: $39 a per month per user on top of your Enterprise or Ultimate plan. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success.

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Self Service CRM Knowledge Base Metrics 69

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfacti

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Call Center Contact Center Average Handle Time Multi-Channel 59

Helpware

MARCH 19, 2024

While cloud-based solutions have been around for quite some time now, (especially for the digital-centered industries), their most recent applications do bring a fresh and innovative conversation to the table.

Innovation 82

Innovation Industry 82

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x increase in customer satisfaction, a 5.4x improvement in quality SLAs met, and a remarkable 11.7x rise in employee productivity.

Examples 52

Examples Financial Competitive Advantage Resources 52

CSM Magazine

MARCH 19, 2024

Running a restaurant involves a lot more input than just serving delectable dishes and ensuring the decor is on point. It balances strategy, innovation, and understanding the less-talked-about elements that can make or break your business. Diving into the restaurant industry can be a thrilling adventure for those who are up for the challenge. But are you aware of the hidden aspects that are crucial for success?

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Return on Investment Hospitality Social Media Financial 52

Magellan Solutions

MARCH 19, 2024

Should platforms remove hate speech, misinformation, and explicit content? Or do you prioritize freedom of speech above all else? With so much content shared online, filtering out inappropriate, harmful, or illegal material is essential, making content moderation in social media marketing challenging. About 60% of social media users want more control over the posts they see on their feeds.

Social Media 52

Social Media Marketing Guidelines Advertising 52

SurveySparrow

MARCH 19, 2024

We have apps for everything nowadays. Be it ordering food, doing personal training, or purchasing land, there is an app for every occasion. The numbers are so overwhelming in order for your app to be noticed and memorable, you’ll have to provide a superior user experience. How can you do that? In-app feedback. By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience.

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Feedback Tools Survey Tips 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Zonka Feedback

MARCH 19, 2024

In today's customer-centric business world, understanding your audience is crucial. However, traditional feedback methods can be time-consuming and disconnected from your existing workflows. Enter Salesforce surveys: a powerful solution that lets you gather valuable customer insights directly within your CRM platform.

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Customer Insights Survey Customer Centricity CRM 52

CSM Magazine

MARCH 19, 2024

Folk wisdom tells us that you have to spend money to make money. However, we live in a time when this old saying is not necessarily true. Today, multiple apps provide opportunities to earn without making any notable investments. If you are looking for such a way to make some money, Pawns.app , which is itself among the leaders in this regard, has compiled a helpful list of apps that can help you out.

Social Media 52

Social Media Survey Examples Resources 52

Optimove

MARCH 19, 2024

Thank You Thanks for signing up! We’ll be in touch soon with details on accessing the community. In the meantime, check out some of our awesome content: Recommended Content Gartner: Optimove #1 in Journey Orchestration Discover how Optimove clients personalize marketing to customer preferences and life cycle stages Discover how Optimove’s AI capabilities accelerate Scientific Games’s growth, elevate personalization, and increase revenue Optimove Report: 2024 Consumer Perspectives on AI-Driven Br

Report 52

Report Consumers Brands Marketing 52

CSM Magazine

MARCH 19, 2024

Job management software provider BigChange used International Women’s Day as a springboard to unveil a series of new awards. Showcasing its commitment to honouring and uplifting the vital role that women play in the field service workforce, the awards serve as a timely reminder that more women are needed in industries such as heating, plumbing and electrical contracting.

Customer Relationship Management 52

Customer Relationship Management CRM Innovation System 52

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Uplight

MARCH 19, 2024

For Uplight, our B corp status is a critical component of our mission and company culture— we are dedicated to using business as a force for good by enabling the clean energy transition. We’re also committed to building an inclusive and equitable community through our clients, our partners, and within our workplace. We achieved certification Read More The post More Impact for the Planet As a B Corp appeared first on Uplight.

Culture 52

Culture Company 52

CSM Magazine

MARCH 19, 2024

Ever noticed how a single negative Google My Business review can unsettle you? It’s a common sentiment among business owners, signaling a need for action. Instead of seeing it as a setback, view it as an insightful feedback loop offering a clear path to enhance your services or products. Imagine converting a dissatisfied customer into a loyal advocate for your brand, simply by addressing their concerns effectively and genuinely.

Feedback 52

Feedback Customer Satisfaction Trends Loyalty 52

SurveySensum

MARCH 19, 2024

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Picture this : You receive a CSAT survey after your recent purchase at a clothing brand. The survey had only 5 questions but all of them were open-ended questions, I mean who has the time for that? So, naturally, you give one-word answers just to get it over with.

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Survey Net Promoter Score Effort Score Feedback 52

DemandJump

MARCH 19, 2024

When it comes to on-page SEO, the three most important elements to consider are content quality, site layout, and HTML. Learn more about all three here.

Marketing 52

Marketing Strategy 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

Forrester's Customer Insights

MARCH 19, 2024

Computer vision platform providers craft or assist users in developing algorithms, tools, and solutions that enable computers to see, analyze, and make sense of visual information. From recognizing faces in a crowd to getting insights from videos and images, these providers are the architects behind the scenes, building the bridges between pixels and purpose.

Video 57

Video Tools Customers 57

Circular Edge

MARCH 19, 2024

Quest Oracle Community recently hosted JD Edwards Week: Gamechangers, featuring focused panel discussions, customer success stories, Oracle updates, and more. The week also featured CE and AtomIQ case studies about how customers are leveraging the latest Release 23/24 capabilities, Orchestrator, Warehouse Management solutions, Mobility , etc. to transform their businesses.

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Case Study Study Customer Expectations Customer Success 40

Forrester's Customer Insights

MARCH 19, 2024

“Hey Count von Count, how do I know if my personalization strategy is working?” It’s difficult for companies to assess because they often measure myopically at the individual point of interaction. But personalization tactics are numerous and diverse across a company, requiring a holistic approach to measurement for a complete view of personalization efforts.

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Measurement Interaction Strategy Company 55

West Monroe

MARCH 19, 2024

Extreme weather events are becoming more frequents, resulting in deepened damage to electric infrastructure and escalation of losses in lives and property. Electrical outages from these disasters have increased from an average of 50 per year in the early 2000s to more than 100 annually on average over the last five years. These events cause substantial economic losses through infrastructure damage, manufacturing and labor disruptions, and property value losses.

Strategy 40

Strategy Government System Technology 40

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Forrester's Customer Insights

MARCH 19, 2024

Yesterday, we released The Forrester Wave™: Application Modernization And Migration Services, Q1 2024. We looked at the top 15 vendors in the market and evaluated them across 25 criteria. Demand for assistance continues to propel interest in modernization and migration services, as the focus continues to shift toward the former at the expense of the latter.

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Marketing Trends 55

Optimove

MARCH 19, 2024

Optimove, the first Customer-Led Marketing Platform, announced it has joined the MACH Alliance, the group of independent tech companies dedicated to advocating for open, best-of-breed technology ecosystems, as an ISV member. Optimove, the First Customer-Led Marketing platform, represents a new category for the MACH Alliance as it continues to grow and expand to best serve composable technology buyers’ needs.

Groups 52

Groups Technology Marketing Company 52

Forrester's Customer Insights

MARCH 19, 2024

“Hey, Count von Count, how do I know if my personalization strategy is working?” It’s difficult for companies to assess because they often measure myopically at the individual point of interaction. But personalization tactics are numerous and diverse across a company, requiring a holistic approach to measurement for a complete view of personalization efforts.

Measurement 54

Measurement Interaction Strategy Company 54