InMoment XI

JULY 11, 2023

In an era where customer expectations continually morph, businesses must always be a step ahead to keep their clients thrilled and engaged. And the most effective tool brands can use to stay ahead of the curve? Predictive analytics. “What is predictive analytics,” you may ask. Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy.

Analytics 200

Analytics Customer Satisfaction Analysis Policies 200

Comm100

JULY 11, 2023

When Thompson Rivers University reached out to Comm100, its Future Students team was facing the same challenges that almost all admission and recruitment teams do across higher education. Increasing engagement with prospective students is essential to the university’s success, driving awareness, interest, and ultimately, enrolment. However, managing the high support volumes that come along with these goals is putting a strain on the tech, the team, and the support targets.

Chatbots 130

Chatbots Wait Times Social Media Connections 130

Experience Investigators by 360Connext

JULY 11, 2023

❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high.

NPS 110

NPS Customer Centricity Culture Customers 110

ShepHyken

JULY 11, 2023

Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing.

Hotels 118

Hotels Customer Service Training Course Communication 118

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software! We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and pr

Customer Journeys 83

Customer Journeys Customer Success Sports Software 83

SurveySensum

JULY 11, 2023

You love going to McDonald’s. Because when you go in to order, the cashier greets you with a warm smile. As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Magellan Solutions

JULY 11, 2023

In today’s competitive business landscape, excellent customer experiences are crucial for small and medium enterprises (SMEs) to succeed. Embracing customer experience outsourcing strategies is a game-changer for maximizing customer engagement. SMEs must prioritize customer satisfaction and loyalty to have an edge. Maximize the full potential of your SME by mastering the art of customer experience.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

Optimove

JULY 11, 2023

In our latest eBook, “ Responsible Gaming; Get Ahead of the Game, Go Predictive ” we delve into why responsible gaming matters , how prioritization helps rather than hinders your brand, and how you can get started with your responsible gaming strategy. You’re right. The concept of responsible gaming has been around for decades – but it’s never been more important than it is today.

Competitive Advantage 73

Competitive Advantage ROI eBook Loyalty 73

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Joe Rawlinson

JULY 11, 2023

Everyone loves appreciation for their hard work, especially employees who help a business grow. You might not consider the fact, but you cannot run your firm without these hardworking individuals. From marketing to HR, several departments collaborate to form strategies that profit an organization. Thus, as an employer, one must value and appreciate their employees.

Social Media 60

Social Media Feedback Culture Policies 60

Helpware

JULY 11, 2023

In the world of Business Process Outsourcing, success is measured by the quality of service provided, the speed of problem-solving, and the ability to meet the needs of clients. At Helpware, we understand that these elements are all intertwined with one critical factor: employee engagement. We believe that when we can ignite the passion in our team members, we will unlock the keys to greatness.

Employee Engagement 69

Employee Engagement Engagement Company Measurement 69

delighted

JULY 11, 2023

Do you have a clear understanding of your customer? Are you familiar with their age, location, and employment status? Although these questions may come across as personal, having this information is crucial for effectively understanding and targeting your desired audience. One way to collect this data is by utilizing demographic survey questions. In this post, we’ll cover everything you need to know about demographic survey questions, including 12 examples to use in your next survey.

Examples 65

Examples Survey Customer Journeys Groups 65

Win the Customer

JULY 11, 2023

The disruptive role of fintech companies and digital banking in simplifying financial transactions and managing money is nothing short of revolutionary. In recent years, the financial landscape has witnessed a seismic shift, driven by the emergence of fintech companies and the rapid adoption of digital banking solutions. These technological innovations have not only simplified financial transactions but have also revolutionized the way we manage our money.

Banking 52

Banking Financial Innovation Technology 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

West Monroe

JULY 11, 2023

Gain high-level insights into the maturity of your contact center capabilities and ways to accelerate value realization based on West Monroe’s proven methodology and transformation experience across various industries and company sizes. How It Works Take our 20-minute assessment: Answer a series of questions to evaluate your organization's contact center maturity Receive your results: Within 3-4 business days, you'll receive a summary of your contact center's current maturity Dive deeper i

Contact Center 52

Contact Center Survey Omni-Channel Customer Service Strategies 52

Amplifai Coaching Category

JULY 11, 2023

Learn how call center leaders are implementing effective, results-driven coaching, nurturing agent commitment, & employing rigorous measures to assess the effectiveness of feedback.

Call Center 52

Call Center Culture Strategy Measurement 52

West Monroe

JULY 11, 2023

This Q&A originally appeared in PitchBook's Q2 2023 US PE Breakdown. West Monroe supports more than 600 private equity transactions every year, performing buyside operational, technology, and market diligence and driving value creation efforts with management teams. This experience, combined with our multidisciplinary approach—which looks at each situation through the lenses of industry, operational, and technology expertise—helps dealmakers plan for and manage the complexities o

Trends 52

Trends Software Innovation Roadmap 52

Cyara

JULY 11, 2023

To proactively and accurately monitor your telecoms infrastructure around the globe, Cyara has invested in ensuring it has the most comprehensive and reliable infrastructure. We are proud to provide coverage in over 80 countries and support more than 90 fixed-line carriers. In addition, we have over 160 mobile networks available worldwide with a presence in more than 130 locations.

Connections 52

Connections 52

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

AWS Machine Learning

JULY 11, 2023

As more and more customers are looking to put machine learning (ML) workloads in production, there is a large push in organizations to shorten the development lifecycle of ML code. Many organizations prefer writing their ML code in a production-ready style in the form of Python methods and classes as opposed to an exploratory style (writing code without using methods or classes) because this helps them ship production-ready code faster.

Training 57

Training Connections Resources Sports 57

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. And it should NOT be a revenue center. It is a VALUE center for your enterprise. Shift to modern thinking for Customer Service value truths in your current strategic planning. Value Center? Yes! Customer Service rescues value from churning to competitors.

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

My Customer

JULY 11, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

Customer Experience 52

Customer Experience Customers 52

Blake Morgan

JULY 11, 2023

          A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. But how do you ensure data is used to improve and bolster the customer experience? Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand’s customer experience.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Zonka Feedback

JULY 11, 2023

Facing business-critical Issues & need a quick solution? Here's how you can use product feedback to solve business-critical issues. Experiencing challenges and obstacles is an inherent aspect of running a business. However, there are certain issues that go beyond the typical bumps in the road and can potentially jeopardize the long-term success and financial stability of the company.

Feedback 40

Feedback Financial Company Management 40

BirdEye

JULY 11, 2023

Instagram is a wonderful place to showcase your brand. But your business needs more than just a great photo or video to drive engagement. Adding captions for your Instagram posts is critical to finding success on Instagram. The best Instagram captions add flavor and value to your posts. They provide context, voice, and personality to deliver your messages effectively.

Social Media 40

Social Media Video Examples Brands 40

Gainsight

JULY 11, 2023

As the technology market enters a new era, Customer Success (CS) has become a critical differentiator for businesses. According to Gainsight’s The Evolution of Customer Success Report , 98% of companies plan to increase or maintain CS headcount over the next year. But, at the same time, the need for CS to scale and evolve is more clear than ever. Organizations are realizing that adding to their digital toolkits improves customer experiences and outcomes at scale—increasing the team’s reach and

Self Service 40

Self Service Competitive Advantage Customer Success Leadership 40

CX University

JULY 11, 2023

Employers throughout all industries, whether a small business with a few employees or an international organization, agree that customer experience certification is a valuable asset for their workers. In fact, a study by the Customer Experience Professionals Association found that 72% of employers would agree with that statement. Obtaining certification in Customer Experience, whether as a CCXP (Certified Customer Experience Professional) or a CXS (Customer Experience Specialist TM ), can provid

Customer Journeys 40

Customer Journeys Customer Experience Roadmap Customer Experience Professionals 40

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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.

Customers

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry. But first, I want to thank the incredible Northpass team for building a leading company in a rapidly-emerging category over the past decade.

Leadership 40

Leadership B2B Competitive Advantage CRM 40

CSM Magazine

JULY 11, 2023

‘1300 numbers’ have become more common and even a must-have for both big and small businesses across Australia in recent years. Countless companies have been using this number for its many advantages. If you’re running a business, knowing how this number works and how you can benefit from it is essential. What Are 1300 Numbers? 1300 Numbers are ten-digit virtual inbound phone numbers commonly used by Aussie businesses to receive customer calls from anywhere in Australia with just one

Call Center 40

Call Center Connections System Customer Service 40

Gainsight

JULY 11, 2023

By now, you’ve heard the big news (but just in case you didn’t): Gainsight acquired the leading Customer Education Platform Northpass. For the boring version of this news, click here. And to see a video of Steve Cornwell (CEO of Northpass ) and me realizing our companies are a perfect match, check out below. What comes to mind when you think about education?

Customer Success 40

Customer Success Net Promoter Score Social Media Customers 40