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.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
OCTOBER 21, 2021
Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. PALO ALTO, Calif. , Oct. 2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences.
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?
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.
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'?
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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.
GetFeedback
OCTOBER 20, 2021
Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience.
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.
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.?
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.
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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.
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
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.
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?
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.
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.
MyCustomer
OCTOBER 18, 2021
Engagement CX Leader of the Year 2021 finalists revealed!
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
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.
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.
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.
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.
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.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
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?”.
Clarivate
OCTOBER 19, 2021
Our latest Global Research Report from the Institute for Scientific Information examines G20 member countries’ research performance and includes a special analysis of their COVID-19 research. Each year we report our Annual G20 Scorecard as a prelude to the G20 Summit – a two-day gathering of the world’s major economies, set this year in Rome, Italy on October 30-31.
Blueshift
OCTOBER 22, 2021
Take a deep breath — another holiday season is here. Email service providers and marketers are preparing for the busiest quarter of the year. The post Blueshift’s Holiday Guide to Email Deliverability Success appeared first on Blueshift.
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