GetFeedback

JUNE 27, 2021

Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences.

Retail 195

Retail Customer Experience Measurement Customer Expectations 195

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Comm100

JUNE 30, 2021

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. If you want to make sure that your customer service skills are up to par, then this article will help point you in the right direction.

Customer Service 130

Customer Service Customer Experience Social Media Customers 130

ECXO

JUNE 15, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

C3Centricity

JUNE 2, 2021

We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.

B2B 334

B2B B2C Brands Consumers 334

Customer Bliss

JUNE 9, 2021

“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.

Leadership 288

Leadership Hospitality Customer relationships Company 288

GetFeedback

JUNE 15, 2021

This guide will walk you through asking for, and then acting on, ecommerce customer feedback for your business.

Ecommerce 273

Ecommerce Feedback How To Customers 273

Experience Investigators by 360Connext

JUNE 8, 2021

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? In one study by Concentric , 99% of leaders reported doing some kind of forecasting.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

TechSee

JUNE 16, 2021

Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product r

ROI 251

ROI Case Study Strategy Wireless 251

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

Alida

JUNE 30, 2021

Patriotic flags, dazzling fireworks, mouth-watering BBQs, and scraping rainbow decals off of storefront windows—July is here!

Company 246

Company Brands 246

Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

Engagement 246

Engagement Contact Center How To Poor Customer Service 246

Calabrio

JUNE 21, 2021

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace. And I’m very proud that the Star Tribune has named Calabrio a Top Workplace for the eighth year in a row.

Culture 246

Culture Groups Connections Engagement 246

GetFeedback

JUNE 13, 2021

Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website.

Ecommerce 221

Ecommerce Customer Experience How To Customers 221

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

Steve DiGioia

JUNE 10, 2021

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time. No difference. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying?

Tips 195

Tips Customer Service Customers 195

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Self Service 207

Self Service Innovation Analytics Transportation 207

Alida

JUNE 10, 2021

What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE).

Healthcare 246

Healthcare 246

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you.

Call Center 219

Call Center Self Service Social Media Contact Center 219

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

Lumoa

JUNE 23, 2021

Collecting qualitative data is necessary when improving customer experience, and customer service, or when you want to maximize sales, and business growth. While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers. What is Qualitative Data? Qualitative data is data that describes qualities, patterns, and characteristics, usually in the form of descriptive words.

Data 195

Data Survey Feedback NPS 195

GetFeedback

JUNE 1, 2021

Actionable insight to uplevel your use of customer journey maps and optimize the experience at every touchpoint.

Customer Journeys 221

Customer Journeys Touchpoint Customers Customer Experience 221

NICE inContact

JUNE 30, 2021

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center. You’ll hear lots of great insights, and you’ll get some additional resources to help get your contact center started with AI.

Contact Center 177

Contact Center Resources 177

C3Centricity

JUNE 28, 2021

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability, has driven customers online in ever greater numbers.

Customer Centricity 177

Customer Centricity How To Measurement Metrics 177

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

Alida

JUNE 3, 2021

(Part 1 of 4). SWAGGER Magazine is North America's leading, digital-first, modern men's luxury lifestyle magazine. They help build their readers' confidence by providing them a pulse on the latest trends in fashion, grooming, entertainment, travel, culture, automotive, and more. They are a Toronto-born publication with teams across the US and Canada with growing audiences in key urban North American cities.

Entertainment 221

Entertainment Automotive Fashion Travel 221

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction.

Contact Center 204

Contact Center Training Call Center How To 204

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

GetFeedback

JUNE 1, 2021

Actionable insight to uplevel and transform your employee experience program.

Employee Experience 221

Employee Experience Tools 221

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

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges. The newest publication from the Ryan Strategic Advisory reports on these challenges, which we explore below.

Contact Center 177

Contact Center Customer Care Measurement Report 177

Kerry Bodine

JUNE 3, 2021

If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason to click that link? Here are 10! I make customer experience concepts simple. You won’t find any highfalutin language or academic explanations in my course.

Course 177

Course Video ROI Customers 177

Alida

JUNE 23, 2021

Let’s play a little game.

Brands 204

Brands Survey 204