Esteban Kolsky

MARCH 17, 2022

that’s a great question, no? it requires some context before it can be answered… and that context involves Michel Foucalt, Tom Siebel, and Ed Thompson. intrigued? stay with me on this one… in the e arly 1990s Tom Siebel started a company that gave birth to what later became CRM. this is critical because the name of the technology and the purpose were extreme antagonistic (at least by today’s standards). you see, CRM was never about the customer (although it had that in th

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

InMoment XI

MARCH 16, 2022

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases.

Trends 370

Trends Social Media Comparison Loyalty 370

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.

Contact Center 296

Contact Center Sports Conference Resources 296

Speaker: Becky Parisotto

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

Alida

MARCH 22, 2022

Survey design is difficult. There—we said it!

Survey 246

Survey 246

Steve DiGioia

MARCH 3, 2022

Ladies and gentlemen don’t speak ill of their competition. That’s not how it was done years ago, and they refuse to do so today. Competition is a healthy part of business; it makes you better, stronger – just as with most other hardships. Have a Reason to Smile. When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival.

Tips 223

Tips Customer Service Customer Experience Customers 223

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Support tickets. Reviews. Feature requests. Social media mentions. Customer feedback can come at you a hundred different ways. But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.

Feedback 221

Feedback Marketing Social Media Effort Score 221

QuestionPro Audience

MARCH 8, 2022

High data quality is vital for the success of any market research project. We know that everybody has a different approach to measuring bad data quality. While some may purely focus on completing the interview, others concentrate on answer patterns and attention checks. Nevertheless, using a single method is never enough. Over the years, there has been a shift in how survey data is collected, and online panelists have given rise to panel fraudsters.

Trends 195

Trends Data Survey Examples 195

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Alida

MARCH 17, 2022

What’s better than a great cookie? The customer that made it. Every time.

Data 246

Data Customers Management 246

Comm100

MARCH 14, 2022

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.

Government 234

Government Wait Times Video Guidelines 234

Steve DiGioia

MARCH 14, 2022

I don’t gossip or finger-point. I don’t assign blame or give putdowns. I don’t accuse or assume faults. No, I don’t. But I do talk about people behind their back. I don’t spy on them, but I do pay attention. I see what they’ve been doing. I notice. I observe. I take notes. I remember. I talk about people behind their back. They may not know it, but I do.

Leadership 43

Leadership Training Customer Service Management 43

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Increased government regulation and new market entrants with unique service-based offerings are creating a disruptive wave of change that traditional utilities need to respond to. But here at InMoment, we don’t like to merely dwell on obstacles and complexities.

Brands 397

Brands Roadmap Strategy Social Media 397

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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.

Report

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements. If this process isn’t tailored to your company, you’ll set inaccurate survey response rate benchmarks and compromise all future evaluations.

Survey 195

Survey CEM Net Promoter Score Effort Score 195

GetFeedback

MARCH 6, 2022

A recap of GetFeedback and Salesforce’s session at the 2nd Annual CX Impact Summit, featuring Natalie Roberts, Senior ISV Partner Account Manager at Salesforce.

Customer Experience 195

Customer Experience How To Customers Management 195

Alida

MARCH 3, 2022

In 2020, every person generated 1.7 megabytes per second. And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience.

Customer Insights 246

Customer Insights Tips Customers Data 246

Comm100

MARCH 9, 2022

Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. .

Strategy 209

Strategy Omni-Channel e-support Financial 209

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.

Data

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education.

Customer Success 159

Customer Success Net Promoter Score Customers Customer Retention 159

InMoment XI

MARCH 29, 2022

The month of March is Women’s History Month, an opportunity for all of us to celebrate the contributions and lives of incredible women everywhere—past and present. It’s also an opportunity to share stories, learn from one another, and emphasize the importance of creating a gender equal world. At InMoment, our favorite of our core values (human, bold, and invested) is human.

Culture 370

Culture Leadership Groups Resources 370

Lumoa

MARCH 17, 2022

Lumoa Product News for March 2022 New preview for Lumoa Surveys Lumoa Surveys through the UI just got a lot better! New Preview gives you a real time view in to your survey Available in any language Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa! We have lots more planned for our SurveyHub in Lumoa, such as SMS, In Website surveys, and more!

Touchpoint 195

Touchpoint Survey System Feedback 195

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people with real lives that inform their expectations and define their needs with every shift and change of the world around them. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out?

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Alida

MARCH 24, 2022

Only one in 26 customers are likely to complain about the product or service issues they are facing on their own. The rest will gradually become unhappy and leave your company without you ever getting a chance to learn what went wrong or how you could address the issue.

Survey 246

Survey Customers Company Customer Experience 246

Comm100

MARCH 21, 2022

Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they don’t prioritize any demographic over the other.

Government 189

Government Omni-Channel Wait Times CRM 189

IntouchInsight

MARCH 23, 2022

Here at Intouch Insight we are committed to creating the best software features to help our customers reach business intelligence excellence. This month we released several new features to the Intouch Platform that are aimed to help make analyzing data as seamless as possible.

Data 156

Data Software Customers 156

InMoment XI

MARCH 28, 2022

The challenges involved in regulatory compliance vary greatly between industries, countries, and companies. But many compliance tools lack flexibility or are missing key technologies for parsing complex structures in legal, medical and financial documents. That’s where InMoment comes in. Leverage InMoment to Lower Your Regulatory Compliance Costs and Risks.

Case Study 370

Case Study Financial Analysis Healthcare 370

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Kayako

MARCH 14, 2022

Telecom companies operate in one of the most competitive sectors of the marketplace. The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. These scenarios represent both a big challenge and an opportunity. The cost of acquiring new customers is up to 25 times higher than retaining them.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

ShepHyken

MARCH 2, 2022

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.

Customer Service Training 154

Customer Service Training Meeting Communication Survey 154

Alida

MARCH 1, 2022

As consumer behavior trends drastically shift and meaningful connections between customers and brands becomes increasingly vital for success, more and more brands are turning to customer feedback management. With the power of direct customer feedback, even your most unhappy customers can prove to be an integral opportunity for growth and improvement.

Feedback 245

Feedback Company Trends Consumers 245