Kayako
JUNE 9, 2022
For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time. They don’t necessarily guarantee the customer is happy with their overall journey.
InMoment XI
JUNE 2, 2022
It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand. Indeed, the onboarding process usually ends up setting the tone for their subsequent interactions with your employees, their perception of your messaging, and even their product experience (PX). These and other variables make a well-designed onboarding experience of utmost importance to organisations and their customer experience (CX) initiatives.
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IntouchInsight
JUNE 15, 2022
Our team has been working hard to release new enhancements designed to make your life easier. This month, our featured releases are all about making your experience using the Intouch Platform and IntouchSurvey™ even better.
Lumoa
JUNE 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked.
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.
Comm100
JUNE 15, 2022
If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
JUNE 30, 2022
Have you ever wondered what’s the role of your audience in research? can you identify when an audience choice has been a mistake? QuestionPro is here to help you understand the role of audience research in your data collection process. . Audience research seeks to answer a variety of business questions such as how customers feel about existing products, what interests them, who influences them, what problems they have, and their opinions about branding and service.
InMoment XI
JUNE 30, 2022
This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program.
IntouchInsight
JUNE 30, 2022
With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t so different. Much like fine cuisine, it’s a mixture of art and science - a step-by-step methodology that, when executed correctly, enables brands to objectively evaluate particular aspects of your business from the customers' lens.
Lumoa
JUNE 2, 2022
There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple chann
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.
Comm100
JUNE 15, 2022
Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.
Upstream Works
JUNE 9, 2022
By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company.
QuestionPro Audience
JUNE 23, 2022
The audience survey is conducted using a variety of methods, including in-person, over the phone, via email, or over the Internet. The most common method is online surveys. This type of research involves interviewing people who have already been identified as having a particular interest in your product or service. Methods such as these may not yield accurate results if the sample size is too small or if your respondents are not representative of your target audience.
InMoment XI
JUNE 28, 2022
It’s been a huge month for those of us in the InMoment Community! We’re always looking for the next opportunity to take Experience Improvement (and the experience industry as whole) to the next level, and this month, we made three major InMoment announcements that tell the world about the next steps in our mission: InMoment’s acquisition of ReviewTrackers, InMoment being named a leader in “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2 2022,” and, finally, the launch of the la
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
IntouchInsight
JUNE 2, 2022
When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer experience initiatives. Professional mystery shoppers provide eyewitness reports on physical environments, employee interactions, sales transactions, quality of services offered, and more.
BlueOcean
JUNE 22, 2022
Just a few short years ago (say, 2014 or 2015) when it came to technology, outsourcers were happily touting the cost benefits of their telephony platforms and on-prem systems, showing prospective clients how, instead of having to invest in and maintain their own IT infrastructure, it was a real value add to the client to be hosted on their partner’s telephony platform.
Kayako
JUNE 16, 2022
It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty. Today we know that it’s not quite that simple. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in
ECXO
JUNE 6, 2022
Share on linkedin. Share on twitter. Share on facebook. Share on xing. Share on whatsapp. From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. We have available 200 digital sets – Subscribe in our CX community [link] or in our ZOOM Link: Register in advance for this webinar: [link] After
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.
QuestionPro Audience
JUNE 11, 2022
As phones become increasingly less ubiquitous, it becomes difficult to conduct telephone-based surveys. But the good news is that there’s a new way to conduct surveys! Random device engagement (RDE) is an innovative method of conducting research that uses a respondent’s unique identifier as the keystone of their participation. It is important to note that by observing the identifier of device world ads, survey firms can prevent fraud related to SUMAs (single users, multiple accounts)
InMoment XI
JUNE 7, 2022
Many organizations are drowning in pools of untapped social data. Why? Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play.
Retently
JUNE 28, 2022
Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. A good Net Promoter Score can fuel your business growth, generate word-of-mouth referrals from Promoters and help you bring in more business without spending as much on traditional advertising or inbound
BlueOcean
JUNE 21, 2022
If you know me or any of my stellar Blue Ocean colleagues personally, you know we can talk for days about customer experience. And why wouldn’t we be excited to chat? We hold the keys to CX, one of the biggest differentiators brands have at their disposal today. As champions of the call center, it’s up to us to remove every pain point we can from the customer’s path.
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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.
Storyminers
JUNE 3, 2022
Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting? In 1999, I was working as a thought leader and executive consultant at IBM. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).
TechSee
JUNE 9, 2022
Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact compared to live channels which cost an average of $8.01 per contact. However, current technology solutions are not meeting demand.
QuestionPro Audience
JUNE 2, 2022
Have you ever wondered why some studies miss the target population? well, sampling sounds fun, but it’s an extensive process where each step directly impacts the outcome of your research. A sampling frame is a researcher’s list or device to specify the population of interest. It’s a group of components that a researcher can use to select a sample from the population.
InMoment XI
JUNE 7, 2022
Surveys are one of the most direct and effective means of gathering insights. They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand. To make this process as efficient as possible (and to make it simpler for companies to source different kinds of feedback), several types of surveys have emerged over the years that make it easy to focus on customers’ opinions about transactions, brand relationships, and the like.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
Brandwatch CX
JUNE 15, 2022
The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.
The DiJulius Group
JUNE 14, 2022
Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great and poor economy, a poor. Read Full Article. The post IT IS TIME TO RECESSION-PROOF YOUR BUSINESS appeared first on The DiJulius Group.
Experience Investigators by 360Connext
JUNE 28, 2022
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
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