Experience Investigators by 360Connext
MAY 11, 2021
Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
Comm100
MAY 14, 2021
Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once considered an ephemeral buzzword that would fade away, these same organizations now boast of their CX-first culture that puts customer experience at the forefront of everything they do. The reason for such a rapid and overwhelming change of heart is simple and unsurprising.
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BlueOcean
MAY 13, 2021
Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.).
GetFeedback
MAY 13, 2021
How CX leaders embark on the journey of asking, listening, and acting on customer insights.
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.
NICE inContact
MAY 14, 2021
Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 11, 2021
Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: . Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process.
GetFeedback
MAY 10, 2021
Learn why transactional NPS surveys are valuable for your business and when it’s appropriate to use them.
NICE inContact
MAY 11, 2021
Ready for a statement that will make you think? Gartner predicts that 85% of customer interactions will be managed without humans in 2021. This might be a scary notion for agents who are sensitive to job security but rest assured that human agent jobs aren’t going away. Why? The Contact Center is still inherently a forum for human engagement. The 85% of interactions that can be offloaded from human agents will be represented by the pesky repeat issues and questions that customers have that can s
Kerry Bodine
MAY 10, 2021
On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging panel discussion led by Medallia’s own Brian Andrews, we’ll share our unique perspectives from decades of observing and shaping the customer experience landscape. Join this session to hear our thoughts on the past, present, and future of customer experience.
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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.
ShepHyken
MAY 12, 2021
During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If you’ve been following my work, you already knew that.). In the speech, I’ll ask audience members to share an example of when they created that experience.
GetFeedback
MAY 12, 2021
Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications.
Alida
MAY 13, 2021
Last week at Alida Activate, a customer experience (CX) masterclass event, Kerry Bodine took to the virtual stage for an unforgettable keynote on Demystifying Customer Experience. Kerry provided meaningful insights into what it takes to deliver exceptional customer experiences, and how to champion CX transformation within your own organization. With such an information-packed session, it wasn’t easy, but we’ve narrowed down our top three takeaways from Kerry’s spectacular keynote presentation.
Storyminers
MAY 10, 2021
How did you meet Steven Sambliss? He reached out to me on LinkedIn about two years ago. He was researching a virtual training concept and looking for funding. The original concept was a year or two early, then the pandemic hit. Now he’s proven the great potential of the 1Habit concept, and he’s really running with it. It’s both an editorial slant and a publishing production system.
Speaker: Becky Parisotto and John Vurdelja
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
ShepHyken
MAY 10, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. (CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers?
dscout People Nerds
MAY 12, 2021
Chris Geison walks us through the distinctions between “strategic research” and “research strategy” to unpack how the latter is the key to improving team bandwidth and securing a seat at the table.
Alida
MAY 12, 2021
Voice of the customer (VoC) and customer experience (CX) initiatives are becoming more important every day. As customer expectations skyrocket and buying behaviors turn on a dime, companies are tasked with keeping up—something nearly impossible to do without some level of insight into what customers want and are expecting.
ModSquad
MAY 13, 2021
Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Help Scout
MAY 12, 2021
Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.
BirdEye
MAY 13, 2021
Online reviews are a vital component of attracting new customers for any local business. They help increase brand discovery and visibility through improved local search ranking , influence purchasing decisions, and provide valuable feedback that helps improve the customer experience. As more businesses begin to reopen their doors to the public, it’s important to understand how consumers are interacting with online reviews and how businesses have streamlined reviews management for success.
TechSee
MAY 12, 2021
Getting up close and personal with the founders of Techsee, Eitan and Amir . May 12th will mark six years since TechSee’s founders set out on a mission that seemed to critics – at the very least – to be a bit, well, far fetched: to build tech that went beyond the dumb chatbots to which we’ve all grown accustomed and make something far better.
dscout People Nerds
MAY 13, 2021
There is no “right” path for becoming a user researcher. We walk through tips for accumulating the skills you need to get started in UX with a flexible budget and schedule.
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Help Scout
MAY 14, 2021
When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.
Beyond Philosophy
MAY 8, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.
Inbenta
MAY 14, 2021
WhatsApp chatbot and check-in. GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Still unprecedented in the segment, the platform was launched at the end of last year. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.
Education Services Group
MAY 12, 2021
TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose which to attend each day!
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Team Support
MAY 11, 2021
“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. It was a provocative statement to introduce the session. What did they mean ?
ChurnZero
MAY 11, 2021
Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. The event offered an opportunity for thousands of attendees to collaborate with one another and with TSIA member companies like DocuSign, RingCentral and ServiceNow. The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. .
Vanilla Forums
MAY 11, 2021
At the TSIA Interact event, I detailed some super interesting research on how community can solve some of the biggest business challenges. Read on to find out more!
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