Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out. And you’ve heard that CX engagement begins with getting buy-in, executive alignment, shared vision, thought alignment, or pick-your-favorite-buzzword-de-jour.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start? . That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some of the highlights of the webinar.

Industry 236

Industry Telecommunications Customer Experience Multi-Channel 236

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ). But how do those organizations design CX programs?

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Comm100

NOVEMBER 2, 2022

Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.

Chatbots 224

Chatbots Metrics Average Handle Time Wait Times 224

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth. Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations.

Employee Engagement 90

Employee Engagement Culture Engagement Company 90

InMoment XI

NOVEMBER 1, 2022

Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Unfortunately, sometimes the real world being represented by the data is anything but exact.

Analysis 529

Analysis Groups Metrics Airlines 529

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. Picture this: a customer who just bought a new high-end phone might get annoyed navigating a website they feel has a poor online shopping experience.

Banking 62

Banking Trends Customer Experience Self Service 62

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Lumoa

NOVEMBER 3, 2022

Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls? Then, Lumoa can analyze that conversation to give you key highlights: Deep issue analysis – Lumoa can tell you what the most common issue is among all conversations Advanced AI – Lumoa will ignore non relevant parts of the conversation, such as “hell

Analytics 208

Analytics Knowledge Base Analysis Feedback 208

Alida

NOVEMBER 1, 2022

Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers.

Employee Engagement 130

Employee Engagement Engagement Survey Company 130

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.

ROI 493

ROI Return on Investment Airlines Call Center 493

ShepHyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

Social Media 118

Social Media Competitive Advantage Brands Customer Experience 118

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Communication

Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. Have you noticed that any time you buy anything you get a survey? While customer surveys have increased, customer survey response rates have decreased.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

DemandJump

NOVEMBER 2, 2022

Developing a SaaS marketing strategy is a perfect opportunity for companies to reach their target audience online. Content is the key to making that strategy work. A strong B2B SaaS marketing strategy uses valuable content and search engine optimization (SEO) to drive organic traffic to your website. So what are the essential tactics you should use to create the best B2B marketing?

B2B 105

B2B Customer Base Marketing Company 105

Beyond Philosophy

OCTOBER 29, 2022

Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s because fear is a powerful motivator. Fear is also a powerful tool for marketers to get customers or potential customers to care about something. So, why does fear motivate us so much? Safety is an important value for all of us.

Marketing 88

Marketing Consulting Video Financial 88

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

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ROI

Call Experts

NOVEMBER 4, 2022

An HVAC call answering for your business is an excellent way to improve efficiency and reduce churn. Answering phone calls can save your employees’ time and stop them from providing services in the field, which can cost you real money. 70% of the customer’s journey is based on how the customer feels they are being treated. An answering service can handle customer calls right away, ensuring they are answered promptly and professionally, so your team can focus on responding to service

Industry 98

Industry Training Contact Center Customer Service 98

DemandJump

NOVEMBER 2, 2022

If you’re part of a software-as-a-service (SaaS) marketing team, then you know the importance of identifying the right strategies to attract, engage, and convert prospects into loyal customers.

Strategy 104

Strategy Marketing Software Engagement 104

Merkle

NOVEMBER 2, 2022

With the deprecation of ETAs (expanded text ads) in June 2022 on Google , and February 2023 for Bing, RSAs ( responsive search ads ) are now the required ad type for paid search campaigns. Marketers can no longer edit, add, or enable ETAs. Advanced RSA Optimization (ARO) is designed to deliver efficiencies, actionable insights, and advantages for marketers.

Marketing 98

Marketing 98

Kustomer

NOVEMBER 2, 2022

We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog , recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. In this month’s edition, we discuss meeting customers on the channels they prefer, leveraging conversational assistants to deliver pipeline revenue, and how Kustomer outperforms the competition globally.

Chatbots 98

Chatbots Average Handle Time Omni-Channel Customer Satisfaction 98

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

Zonka Feedback

NOVEMBER 2, 2022

The effectiveness and value of your product or service in the marketplace are defined by the kind of experience you are giving to your customers. That’s why good Customer Service is key to a successful business. No matter how good of a product or service you offer, one bad customer experience could mean losing them forever.

Customer Service 98

Customer Service Survey Customers Customer Experience 98

DemandJump

NOVEMBER 2, 2022

Software as a Service (SaaS) marketing is filled with unique challenges. On the surface, marketing your SaaS offering can seem to follow similar steps as promoting any other product or service.

Strategy 98

Strategy Marketing Software Company 98

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time. Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money.

Consumers 98

Consumers Trends Wait Times Airlines 98

Kustomer

NOVEMBER 3, 2022

Over the course of history, the typical support interaction has generally involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. But in the world of customer service, timing is everything and proactive support can help. According to the Customer Service Barometer study fielded by American Express, 40% of customers agree that they would be pleased by customer service agents taking care of their needs faster.

Self Service 98

Self Service Effort Score Omni-Channel Chatbots 98

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Leadership

Zonka Feedback

NOVEMBER 1, 2022

There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal. Why? Well, it’s no hidden fact that it is 5 times more expensive to get new customers than to retain existing ones.

Customer Service 98

Customer Service Measurement Customers Feedback 98

DemandJump

NOVEMBER 2, 2022

Consider this: nearly 400 new Software as a Service (SaaS) companies were founded from 2021 to 2022. Competition is growing, and your SaaS marketing needs to be able to set you apart. On top of a saturated market, choosing the right SaaS marketing strategy can be more challenging than in other, more traditional industries.

Strategy 98

Strategy Marketing Software Industry 98

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. A few reasons why she is awesome – Erin is the founder of Content4Good – a consultancy helping organizations improve their culture and engagement ( sounds familiar ), Co-Founder of Amira Health and Family Sparks, award-winning organizations focusing on managing mental health programs, and she was the producer/vice-p

Culture 98

Culture Leadership Connections Consulting 98