Blake Morgan

JANUARY 23, 2024

                                        In a saturated market, customer experience transcends price and product; it’s the ultimate differentiator. Across the globe, brands are constantly innovating and refining their CX strategies to meet the evolving expectations of their customers. Europe, with its diverse markets and cultural nuances, presents both challenges and opportunities for customer experience (CX) practitioners.

Trends 64

Trends Customer Experience Culture Customer Centricity 64

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. While the impact of Local Guides on brand reputation management strategy is largely dependent on the quality and quantity of the contributions from the Guides, businesses can respond to these contributions and leverage the program to enhance their onli

Management 195

Management Strategy Video Feedback 195

BlueOcean

JANUARY 23, 2024

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

Experience Investigators by 360Connext

JANUARY 23, 2024

Unlock the secrets to a customer experience that’s both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes.

Innovation 143

Innovation Customer Centricity Customer Satisfaction Customer Journeys 143

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

ShepHyken

JANUARY 23, 2024

Duplicate or triplicate (or more) effort is a waste of time! If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. I recently had to get an MRI for a medical issue and was asked to fill out some online forms before my appointment. (And in case you’re concerned, don’t worry. I’m okay!

Insurance 93

Insurance Banking Customer Service Training Retail 93

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Nevertheless, I get a lot of inquiries from clients about the surveying process and techniques.

Survey 93

Survey Meeting Video Feedback 93

Michel Falcon Experience

JANUARY 23, 2024

Play Video

Hospitality 78

Hospitality Video 78

Cyara

JANUARY 23, 2024

Discover the pivotal role of proactive number monitoring in enhancing CX and ensuring strong brand reputation.

Brands 76

Brands Customer Experience Customers 76

Michel Falcon Experience

JANUARY 23, 2024

Play Video

How To 78

How To Video 78

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Optimove

JANUARY 23, 2024

Why It Matters: Great email designs are a crucial element in email marketing Even the best copy isn’t enough to create a winning campaign Well-crafted email designs have the power to boost conversion, retention rates, and other Key Performance Indicators (KPIs) The Big Picture: When it comes to email marketing, optimize for mobile and use attention grabbing images.

Tips 59

Tips eBook User Experience Engagement 59

Michel Falcon Experience

JANUARY 23, 2024

Play Video

Industry 78

Industry Customer Service Video Customers 78

Circular Edge

JANUARY 23, 2024

Realize an easier way to send, sign, track & manage eSignatures - all from within JD Edwards Thursday, January 25 | 2pm EST Hear several case studies from customers who overcame challenges associated with managing high volumes of documents and paper-based processes that required a lot of time and effort. We’ll demonstrate how these customers were able to automate and streamline their processes across purchase orders, employee status changes and more using ERPSign, Orchestrator and additional

Management 52

Management Case Study Study Customers 52

Michel Falcon Experience

JANUARY 23, 2024

Play Video

Company 78

Company Video 78

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Circular Edge

JANUARY 23, 2024

Realize an easier way to send, sign, track & manage eSignatures - all from within JD Edwards Thursday, January 25 | 2pm EST Hear several case studies from customers who overcame challenges associated with managing high volumes of documents and paper-based processes that required a lot of time and effort. We’ll demonstrate how these customers were able to automate and streamline their processes across purchase orders, employee status changes and more using ERPSign, Orchestrator and additional

Management 52

Management Case Study Study Customers 52

Michel Falcon Experience

JANUARY 23, 2024

Play Video

Leadership 78

Leadership Company Video 78

InteractionMetrics

JANUARY 23, 2024

What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A beach coverup from Target is $20; a couture gown from Chanel could be $200,000. With customer survey programs, as with dresses, there is an enormous range. Your Typical Customer Survey Program Costs Include: Question Development with Logic Branching The Software Platform Campaign Development (The Messages and Reminders that Invite Users to Take Y

Survey 52

Survey Analysis Software Customers 52

Michel Falcon Experience

JANUARY 23, 2024

Play Video

Video 78

Video 78

Advertiser: ZoomInfo

As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex. Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. In this eBook, we’ll show you how marketing operations can create efficiencies in your tech stack, reporting, and budget that will not just improve internal processes, bu

Marketing

Clarivate

JANUARY 23, 2024

The Centre for Medicines Research (CMR) International, a Clarivate business, publishes the Pharmaceutical R&D Factbook, an annual report designed to equip the Pharmaceutical R&D sector with a reliable quotable source of key reference metrics and predictions used to strengthen the planning and effectiveness of R&D. The just-published 2023 Factbook indicates an industry that is becoming more nimble and efficient in its R&D over the long haul.

Trends 52

Trends Metrics Consulting Analysis 52

Michel Falcon Experience

JANUARY 23, 2024

Play Video

Industry 78

Industry Customer Experience Video Customers 78

Magellan Solutions

JANUARY 23, 2024

Technology empowers modern small businesses to drive innovation, enhance collaboration, and streamline operations daily. However, it also brings headaches when critical systems fail or important data is lost. Small businesses often lack robust in-house IT infrastructure and expertise, leaving them vulnerable to technical glitches that affect productivity and sales and frustrate employees and customers.

System 52

System Software Insurance Technology 52

Michel Falcon Experience

JANUARY 23, 2024

Play Video

Customer Service 78

Customer Service Video Customers 78

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

SurveySparrow

JANUARY 23, 2024

Have you ever wondered about what student surveys do? I’d say they capture honest student feedback. Now, how do we ensure that the feedback is genuine? That’s simple. You need to ask the right student survey questions! If you are a curious mind, confused or lost in creating the perfect questionnaire, you have landed at the right place! I have curated a list of questions that you can use.

Survey 52

Survey Course Tips Feedback 52

SurveySensum

JANUARY 23, 2024

Did you know that the average attention span of an online user is now shorter than that of a goldfish, lasting just about 8 seconds? Yes, that’s absolutely true! So, now you know why you didn’t receive enough responses on your LONG surveys. The Dilemma: Striking the Right Balance Between Survey Length and Respondent Engagement Short vs. Long Surveys: Pros and Cons The Sweet Spot: Finding the Ideal Survey Length How Long Should A Survey Be?

Survey 52

Survey Metrics Feedback Engagement 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS). Customer Support as a Service (CSaaS) is changing the customer interaction game for everyone.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

Feedbackly

JANUARY 23, 2024

The idea of Customer Experience has always been present, even in the ancient past, when trade ties were built on good buyer-seller relationships. However, CX has evolved into a fully-fledged concept today, and its strategies have changed to suit the digital era. How will the CX landscape change this year? What factors will influence it? Let’s take a look at the top 5 CX trends in 2024!

Trends 52

Trends Customer Experience e-support ROI 52

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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.

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Forrester's Customer Insights

JANUARY 23, 2024

One of our 2024 media and advertising predictions that got left on the “cutting room floor” last August was: Netflix will announce a major live sports deal. Yes, now I wish we had published that one, because it would have come true.

Sports 39

Sports Advertising Customers 39

Forrester's Customer Insights

JANUARY 23, 2024

The low-key December 21 announcement that Jigsaw, part of the ESW Capital portfolio, acquired customer advocacy and community platform Influitive has fueled post-holiday chatter among customer marketers, vendors, and strategy and services consultants. Fourteen-year-old Influitive played a tremendous role in elevating B2B customer advocacy from “random acts of references” to strategic engagement with advocate storytellers.

B2B 39

B2B Consulting Customers Engagement 39

Forrester's Customer Insights

JANUARY 23, 2024

In a challenging B2B environment, Forrester’s B2B Summit North America will equip marketing, sales, and product professionals with strategies and tools to chart a course to growth.

B2B 37

B2B Course Sales Strategy 37