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When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver.
Customer Experience Insights by Stepping Into Your Customers’ Shoes Lynn Hunsaker If we could "be a fly on the wall" observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope? Do we have a comprehensive suite of tools for stepping into our customers' shoes?
Many of the people within companies who are sending out surveys are people who are not email marketing experts. Here are some common mistakes to avoid to watch your response rates climb.
When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver.
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.
Many of the people within companies who are sending out surveys are people who are not email marketing experts. Here are some common mistakes to avoid to watch your response rates climb.
When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver.
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When it comes to customer and employee engagement, very few environments require the same level of engagement as that of a hospital, which is in the business of taking care of people. In this environment, where patients are in pain, worried, stressed and/or in need of care and compassion, the most important thing they need in addition to medical care is a sympathetic and engaged care giver.
Many of the people within companies who are sending out surveys are people who are not email marketing experts. Here are some common mistakes to avoid to watch your response rates climb.
I got a very complimentary email from a customer not too long ago thanking both myself and my team for getting back to them quickly. While this e-mail was very nice and I was really glad that our customer was happy, it did make me wonder: What kind of customer response times are other businesses.
I got a very complimentary email from a customer not too long ago thanking both myself and my team for getting back to them quickly. While this e-mail was very nice and I was really glad that our customer was happy, it did make me wonder: What kind of customer response times are other businesses.
I got a very complimentary email from a customer not too long ago thanking both myself and my team for getting back to them quickly. While this e-mail was very nice and I was really glad that our customer was happy, it did make me wonder: What kind of customer response times are other businesses.
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.
Most companies collect some sort of customer or employee feedback data. But once they collect this data they often ask: What do I do with the data now that I have it? How can we make the best use of it?
Most companies collect some sort of customer or employee feedback data. But once they collect this data they often ask: What do I do with the data now that I have it? How can we make the best use of it?
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.
Most companies collect some sort of customer or employee feedback data. But once they collect this data they often ask: What do I do with the data now that I have it? How can we make the best use of it?
The focus of our products and services is on helping companies to improve their customer and employee feedback initiatives. As we have worked with our customers, we have identified five things that make them successful. Below is a recap of the first four best practices: They collect more feedback. They are willing to quantify engagement. They look beyond the tools and technology that help them to better understand engagement levels.
The focus of our products and services is on helping companies to improve their customer and employee feedback initiatives. As we have worked with our customers, we have identified five things that make them successful. Below is a recap of the first four best practices: They collect more feedback. They are willing to quantify engagement. They look beyond the tools and technology that help them to better understand engagement levels.
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.
The focus of our products and services is on helping companies to improve their customer and employee feedback initiatives. As we have worked with our customers, we have identified five things that make them successful. Below is a recap of the first four best practices: They collect more feedback. They are willing to quantify engagement. They look beyond the tools and technology that help them to better understand engagement levels.
I’ve had a bunch of phone calls and conversations about a recent paper I wrote called “Do you know why your customers really buy”?, which explores how using attitudinal data is critical to driving real business change. Based on that, I wanted to comment about two things on my mind. There are a lot of.
I’ve had a bunch of phone calls and conversations about a recent paper I wrote called “Do you know why your customers really buy”, which explores how using attitudinal data is critical to driving real business change. Based on that, I wanted to comment about two things on my mind. There are a lot of.
I’ve had a bunch of phone calls and conversations about a recent paper I wrote called “Do you know why your customers really buy”, which explores how using attitudinal data is critical to driving real business change. Based on that, I wanted to comment about two things on my mind. There are a lot of.
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.
Last month we wrote about the role of management in employee engagement and just how important it is to cultivating happier employees. We emphasized the importance of finding good people to manage who will help influence positive employee engagement, which will ultimately lead to direct, positive impacts on customers. This month's article will focus on the five steps to predictive analytics.
Last month we wrote about the role of management in employee engagement and just how important it is to cultivating happier employees. We emphasized the importance of finding good people to manage who will help influence positive employee engagement, which will ultimately lead to direct, positive impacts on customers. This month's article will focus on the five steps to predictive analytics.
Last month we wrote about the role of management in employee engagement and just how important it is to cultivating happier employees. We emphasized the importance of finding good people to manage who will help influence positive employee engagement, which will ultimately lead to direct, positive impacts on customers. This month's article will focus on the five steps to predictive analytics.
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