NICE inContact
OCTOBER 21, 2021
In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses. Everyone is competing for customers, and you need to have more than just great products if you hope to survive and thrive in today’s world.
Kerry Bodine
OCTOBER 20, 2021
Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the superhighway to business success.
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TechSee
OCTOBER 19, 2021
Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. Managing these product returns takes a significant bite out of a company’s bottom line.
InMoment XI
OCTOBER 19, 2021
Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.
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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.
Experience Investigators by 360Connext
OCTOBER 19, 2021
“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
OCTOBER 18, 2021
The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. But have brands adapted alongside their customer base? According to over 5,000 global consumers, clearly not enough.
InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. I pondered the subject and brought it back to my colleagues. Quickly, we were asking ourselves not only about the characteristics of an interaction, but beyond that, what falls under the larger umbrella of customer experience?
IntouchInsight
OCTOBER 21, 2021
As the days get shorter and the weather gets colder, many of us will start turning to our favourite restaurants for some much needed comfort food. But what does the relationship between patrons and food establishments look like within the context of the 'new normal'?
Omnicus
OCTOBER 20, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. If you do not have reasonable solutions for receiving and handling these customer inquiries across channels and customer journeys, the overall customer experience will be abysmal. To ensure that you can create the excellent customer experiences that your customers today expect, you will need insight and analysis to take the temperature of your cont
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.
ShepHyken
OCTOBER 20, 2021
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.
InMoment XI
OCTOBER 19, 2021
Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.
GetFeedback
OCTOBER 20, 2021
Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience.
Uniphore
OCTOBER 22, 2021
Since the pandemic, IT help desks have been overwhelmed with requests for assistance. Help desk ticket volumes grew 35%, causing ticket backlogs, time to resolution, and support costs to grow. For many companies, this influx of requests and now working remote has accelerated the need for digital-first solutions. With a platform of conversational AI capabilities, IT help desks can automate and optimize the entire IT help desk experience, from self-service to staff-assisted service to post-interac
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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.
ShepHyken
OCTOBER 22, 2021
Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.?
PeopleMetrics
OCTOBER 19, 2021
The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives resul
Help Scout
OCTOBER 19, 2021
To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider.
Zeisler Consulting
OCTOBER 20, 2021
Do you remember the old commercial for Tombstone Pizza? The tagline was, “What do you want your tombstone?” (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead , and if you also share my obsession with Seinfeld , he played Lubeck the pastry appraiser in the episode “The Frogger” who told Peterman that he could get an Entenmann’s—who do not have a castle in Windsor—in the display case at the end of the aisle.
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.
Heart of the Customer
OCTOBER 21, 2021
As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too. Earlier this month, Genesys acquired Pointillist and Exceed.ai. And there’s likely more to come.
Eptica
OCTOBER 22, 2021
Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.
Help Scout
OCTOBER 20, 2021
Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?
The DiJulius Group
OCTOBER 18, 2021
In the new reality, most businesses are realizing they have to offer hybrid, flexible, work-from-home (WFH) models to their employees. Studies show that 60% of women and 52% of men say they would quit if they couldn’t work remotely at least part of the time. While 80% of women and 69% of men say remote. Read Full Article. The post How to Create Virtual Energy Thru Weekly Team Rallies appeared first on The DiJulius Group.
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.
Totango
OCTOBER 20, 2021
Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.
Kate Nasser
OCTOBER 17, 2021
These disrespectful behaviors ruin leadership, teamwork, customer experience! Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Disrespectful Behaviors That Ruin Leadership, Teamwork & Customer Experience appeared first on KateNasser.com.
Help Scout
OCTOBER 21, 2021
Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.
Adrian Swinscoe
OCTOBER 22, 2021
Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]. The post Combating language discrimination in customer service first appeared on Adrian Swinscoe.
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
Blueshift
OCTOBER 22, 2021
The streaming network delivers automatic recommendations and notifications to a large, multi-lingual audience through orchestration platform Blueshift. The post How Discovery Plus Markets Complex Streaming Pptions to an International Audience appeared first on Blueshift.
BirdEye
OCTOBER 22, 2021
Did you know that credit card fraud statistics show that within 2 seconds there’s a new victim of identity theft ? Credit card fraud accounted for 393,207 of the nearly 1.4 million reports of identity theft in 2020. Consumers are paying their electric bills and mortgages and dentists, buying groceries and cars, and having meals delivered to their doorsteps, all because they can make payments digitally.
SurveyGizmo
OCTOBER 20, 2021
By Mike Cordeiro. It’s common for even sophisticated market researchers to begin a project before deciphering who specifically needs to answer your questions to provide the best results. Especially when you’re looking at separate groups who evenly hold a stake in the questions being asked. It can leave researchers asking questions like, “how trustworthy is this sample?”.
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