InMoment XI

FEBRUARY 8, 2022

The term “ customer experience (CX) program ” refers to an immensely broad concept. But at the same time, a “customer experience program” encompasses countless daily actions and processes. How do you keep track of all your efforts? And what do you need to do to keep them going? That’s where a customer experience governance foundation comes in—and more specifically, where this governance checklist we put together for you becomes the most useful.

Government 243

Government Customer Experience Customers Meeting 243

Alida

FEBRUARY 10, 2022

Customers always have stories to tell—but at first, they might not realize their feedback is a story that truly needs to be shared. To encourage them to share their thoughts, opinions, and unique perspectives, you need to turn them into storytellers.

How To 246

How To Feedback Customers Customer Experience 246

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. Netflix then uses this information to personalize its content recommendations and meet your preferences—leveraging the power of personalization to engage with its users. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it.

Guidelines 345

Guidelines Leadership Financial Course 345

Advertisement

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

InMoment XI

FEBRUARY 10, 2022

Companies are investing heavily in artificial intelligence (AI) to save money and time—especially those in industries who have to constantly deal with regulatory compliance documents. After all, who wants to sift through endless amounts of tables and lists? Those working in legal, medical, or financial sectors are often all too familiar with this infamous struggle.

Financial 195

Financial Technology Examples Analytics 195

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

Alida

FEBRUARY 7, 2022

By Nicolas Darveau-Garneau, Chief Growth and Strategy Officer at Coveo, former Chief Evangelist at Google, and Alida board member.

Customer Centricity 130

Customer Centricity Strategy Customers Industry 130

Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Hotels 130

Hotels Retail Loyalty Connections 130

Alliance by IFS

FEBRUARY 10, 2022

Last year’s Formula 1 season had all the hallmarks of a classic battle between titans, Lewis Hamilton and Max Verstappen, The post Our IFS Roving Reporter gives us his F1 predictions for 2022 appeared first on IFS Blog.

Report 123

Report Automotive Brands Customer Engagement 123

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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

Eptica

FEBRUARY 7, 2022

Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Published on: February 07, 2022. Author: Pauline Ashenden - Demand Generation Manager With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.

Video 121

Video Trends Meeting Tools 121

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.

Customer Success 126

Customer Success Lifetime Customer Customers How To 126

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

Zeisler Consulting

FEBRUARY 9, 2022

If you follow my ramblings, you’re aware that I approach CX differently. Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly ), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between your Customers’ experiences and that Brand Promise.

Brands 93

Brands Exercises Course Examples 93

Advertisement

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

Kate Nasser

FEBRUARY 6, 2022

These seemingly small people skills errors create big trouble. Alternatives from Kate Nasser, The People Skills Coach™, Author Leading Morale. The post Seemingly Small People Skills Errors That Create Big Trouble | #PeopleSkills appeared first on KateNasser.com.

Communication 112

Communication Leadership Customer Service Customers 112

The DiJulius Group

FEBRUARY 8, 2022

You are the average of the 5 people you spend the most time with. You have probably heard that quote hundreds of times. I know I have repeated it hundreds of times. To my three boys, at new employee orientation, and any young person that asks me for advice. The point of this quote is. Read Full Article. The post One of my Favorite Quotes Led me to a Leadership Epiphany on Workplace Culture appeared first on The DiJulius Group.

Leadership 99

Leadership Culture Groups 99

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures.

Customer Retention 96

Customer Retention Tools Software Financial 96

Zeisler Consulting

FEBRUARY 9, 2022

If you follow my ramblings, you’re aware that I approach CX differently. Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly ), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between your Customers’ experiences and that Brand Promise.

Brands 93

Brands Exercises Course Examples 93

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

Clarivate

FEBRUARY 10, 2022

This year Clarivate is proud to make a first appearance in the Human Rights Campaign Foundation’s Corporate Equality Index (CEI)—joining 1,271 major U.S. businesses that were ranked in 2022. This is an important first step in measuring our progress towards LGBTQ+ workplace equality. What is the Corporate Equality Index? Each year the Human Rights Campaign (HRC) runs the Corporate Equality Index benchmarking survey and report to measure corporate policies and practices related to LGBTQ+ wor

Policies 98

Policies Report Measurement Culture 98

ChurnZero

FEBRUARY 8, 2022

According to the Harvard Business Review , about 75% of change efforts fail due to their inability to deliver value or complete abandonment. . Pile that on top of other stressors, and your chances of change friction and burnout skyrocket. “The amount of change that the average employee can absorb without becoming fatigued is half of what it was last year,” says Jessica Knight , Vice President of Gartner. .

Customer Change 98

Customer Change Management How To Customer Success 98

CSM Magazine

FEBRUARY 7, 2022

In 2020 there were an estimated 2.83 million people working in call centers across the United States according to Statista.com. These facilities are the backbone of numerous industries’ customer service operations which rely upon these call centers and call center agents to ensure their customers are receiving the best experience possible. In an industry that employs millions and is also responsible for handling sensitive information for millions, security and efficiency are extremely impo

Call Center 98

Call Center Software Policies User Experience 98

Kapta Customer Success

FEBRUARY 7, 2022

For a business to be successful, you must be willing to make continuous updates and improvements where necessary. More importantly, you should always be focused on your customers and how you can improve their experience with your brand and products or services. This starts with tracking your churn rate versus customer retention and running churn analysis to discover what's causing customers to go to the competition — and change it.

Analysis 98

Analysis Management How To Customer Retention 98

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles. Because customer success impacts so many sections of your business, it requires a specific mix of CS professionals in order to be successful.

Customer Success 97

Customer Success Training Customers ROI 97

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. This award is earned by software products and companies that provide best-in-class customer service products and experiences for their customers.

Software 98

Software Chief Customer Officer Touchpoint Customer Success 98

ShepHyken

FEBRUARY 8, 2022

An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.

Healthcare 92

Healthcare Feedback Customer Experience Professionals Survey 92

Heart of the Customer

FEBRUARY 10, 2022

Last week I wrote about three little-discussed, but somewhat frustrating, aspects of CX: Nobody really gets what you do; Everyone thinks they’re a customer experience person, too; and CX can be lonely. Then I heard from my good friend Lori Laflin, VP of Digital Experience at Compeer. She questioned my out-of-character negativity, saying: Jim, I […].

Customer Experience 78

Customer Experience Customers Tips Strategy 78

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Maru Group

FEBRUARY 7, 2022

By Mallory Salerno, Vice-President, Business Development, Maru/Matchbox | February 7, 2022. The seamless experience of BNPL solutions has contributed to their exploding popularity. The global market continues to put extreme pressure on financial institutions to develop faster, smarter, more personalized payment solutions. However, traditional financial institutions and lenders continue to fall short by failing to provide a frictionless customer experience.

Financial 89

Financial Travel Banking Policies 89

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. For years, customer success has fought for the attention of the C-suite and to join them in their ranks.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

ShepHyken

FEBRUARY 9, 2022

First, I hope the word “data” doesn’t scare you off. We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. Today we’re going to talk about relationship data. . First, understand that relationship data is information you have about a customer that you can’t get by looking at a spreadsheet that includes information about all your customers.

Connections 82

Connections Data Customer Service Training Trends 82