ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-fo

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. With this in mind, we will look at some customer service best practices that help teams and agents provide this consumer experience.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

InMoment XI

OCTOBER 26, 2022

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. There are nonetheless also many options for those who are still not ready to travel and meet people, as organizers have become better and better at offering an experience that is comparable to face-to-face interactions.

Conference 221

Conference Customer Experience Contact Center Financial 221

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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.

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COPC

OCTOBER 25, 2022

Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. . As a global business whose core focus is helping our clients foster strong customer relationships, low turnover and consistent performance are critical.

Employee Engagement 81

Employee Engagement Engagement Contact Center Survey 81

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Some take a holistic view. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. Here’s what you need to know. What Is the Customer Satisfaction Index?

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

InMoment XI

OCTOBER 24, 2022

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. In fact, surveys typically have a method behind them to gather specific types of data and to make them as effective as possible.

Survey 370

Survey Analysis Study Data 370

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. .

How To 74

How To eBook Tips Meeting 74

Comm100

OCTOBER 24, 2022

It’s a difficult enough task for admissions departments to attract students to their university or college at the best of times. Now this challenge is even bigger. Higher education enrollment is at a record-breaking low. From Spring 2020 to 2022, U.S. post-secondary enrollment dropped by 7.4%. The numbers are even worse for international student enrollment, down 22.7% across the same time period.

Engagement 130

Engagement How To Trends Meeting 130

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

ShepHyken

OCTOBER 26, 2022

The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .

Training 120

Training Customer Service Training Culture Brands 120

InMoment XI

OCTOBER 27, 2022

As business professionals, our lives often involve one or more reports packed with market research data every week, if not every day, providing an onslaught of facts and insights. Most of us have experienced the fatigue and boredom brought about by too many facts and too little learning. So, how can we deliver effective market research data reporting and communication of information and insights in a way that captures the imagination and garners interest and, more importantly, inspires action?

Data 195

Data Marketing How To Study 195

AWS Machine Learning

OCTOBER 26, 2022

Monitoring machine learning (ML) predictions can help improve the quality of deployed models. Capturing the data from inferences made in production can enable you to monitor your deployed models and detect deviations in model quality. Early and proactive detection of these deviations enables you to take corrective actions, such as retraining models, auditing upstream systems, or fixing quality issues.

Data 128

Data Resources How To Technology 128

CSM Magazine

OCTOBER 25, 2022

The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office. While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack.

Banking 119

Banking Groups Software Survey 119

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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.

Voice of Customer

Blake Morgan

OCTOBER 27, 2022

COVID transformed the B2B buyer journey, and companies need to adjust their experiences to match. Without a linear journey, companies must provide resources and digital channels to help buyers. Successful B2B companies rely on technology, scalable personalization, and digital tools. COVID changed everything about how we live and work—especially in the B2B space.

B2B 105

B2B Self Service Competitive Advantage B2C 105

The DiJulius Group

OCTOBER 24, 2022

“If you had hard times in your family, would you ever consider laying off one of your children?” asks Charlie Kim, founder & Co-CEO of Next Jump. Next Jump is an employee discount platform, used by over 70% of the Fortune 1000 to help their employees save money. Next Jump also offers various apps and. Read Full Article. The post A Company that Offers Lifetime Employment appeared first on The DiJulius Group.

Company 105

Company Groups 105

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure.

Customer Success 97

Customer Success Chief Customer Officer Customer Centricity Sales 97

Merkle

OCTOBER 28, 2022

As technology and marketing leaders are preparing for 2023, questions will arise regarding which technology advancements should be monitored and planned for. Earlier this fall, I attended Forrester’s Technology & Innovation event where emerging technology trends were discussed at length. These included: .

Technology 98

Technology Trends Innovation Marketing 98

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

BirdEye

OCTOBER 28, 2022

Customers are bombarded with advertisements every day. If you spend a lot of time online, you already know ads are impossible to escape – but fairly easy to ignore. If you want your business’s ads to stand out in a very crowded playing field, you need to take advantage of Google Seller Ratings. This free tool from Google can help build trust with potential customers and lead to more clicks, higher conversions, and more revenue.

Measurement 98

Measurement How To ROI Comparison 98

Feedbackly

OCTOBER 27, 2022

Emotional Value Index (EVI®) is a relatively new KPI to hit the CX industry in recent times. But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! EVI® is a KPI designed to track, measure, and analyze the emotional experience. Through EVI® surveys, you can understand how customers perceive your business emotionally.

Effort Score 98

Effort Score Customer Journeys Retail NPS 98

Inbenta

OCTOBER 27, 2022

More than a million digital retail transactions happen every day. The impact of e-commerce is far and wide, rippling from small businesses to global enterprises. Online marketplaces have been on the rise since the mid-1990s with the launch of well-known sites like Amazon, Alibaba, and many more. Today, we know that there are at least 2.14 billion digital buyers, which represents 27.6% of the 7.74 billion global population.

Ecommerce 98

Ecommerce Chatbots Retail Consumers 98

Merkle

OCTOBER 25, 2022

Marketing Mix Modeling, commonly referred to as MMM in the advertising industry, has long been the gold standard when it comes to applying scientific and data-driven techniques to determine budget allocations for marketing and media plans. At its core, MMM involves ingesting the data for every part of the marketing mix (including external factors like inflation rates, competitor prices and beyond) and seeing how those parts influence an outcome.

Marketing 98

Marketing B2B Advertising Industry 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

MiaRec

OCTOBER 27, 2022

The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.

Analytics 98

Analytics Communication Tools Interaction 98

AWS Machine Learning

OCTOBER 27, 2022

With environmental, social, and governance (ESG) initiatives becoming more important for companies, our customer, one of Greater China region’s top convenience store chains, has been seeking a solution to reduce food waste (currently over $3.5 million USD per year). Doing so will allow them to not only realize substantial operating savings, but also support corporate sustainability goals.

Retail 98

Retail Financial Training Metrics 98

Optimove

OCTOBER 27, 2022

This Halloween, put a spell on your customers! Leverage your email marketing campaigns with the most up-to-date, fang-tastic strategies from Optimove email marketing experts. Read on to learn the best email marketing tricks this Halloween. Trick #1 – Email cut-offs and clippings. You, your designer, copywriter, and coding team are just putting the final touches on a boo-tiful email for Halloween filled with ghosts and goblins.

Marketing 98

Marketing Tips Groups Engagement 98

Zonka Feedback

OCTOBER 27, 2022

Introducing the all-new Zonka Feedback: Build amazing products with the Product Feedback Platform, transform Customer Service with help desk and agent surveys, and excel in CX Management with Automation & Workflows. At Zonka Feedback, we believe in always evolving and bringing you solutions that help you measure feedback effectively and use that feedback to build businesses that grow and scale.

Feedback 97

Feedback Customer Service Measurement Survey 97

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

BirdEye

OCTOBER 26, 2022

Scheduling appointments can be a stressful experience for patients. Whether it’s figuring out directions, dealing with traffic, finding a parking spot, or actually scheduling an appointment, there’s a lot that can go wrong before even meeting with a doctor. And while most of these are outside of your control, you can help reduce this stress by taking advantage of a medical appointment scheduler.

Multi-Channel 97

Multi-Channel System Healthcare Communication 97

MiaRec

OCTOBER 26, 2022

The Center for Medicaid and Medicare Service (CMS) has issued some new major changes to the compliance rules and guidelines that will apply to Medicare Advantage and Part D plans. The new CMS requirements will apply to all independent insurance agents and are set to take effect starting in 2023.

Insurance 97

Insurance Guidelines Call Recording 97

kommunicate

OCTOBER 27, 2022

Last Updated on October 27, 2022 85% of shoppers prefer mobile applications over mobile websites for online shopping (Forbes). Let that sink in. Mobile has become the staple channel for consuming information and carrying out everyday tasks. For customers, mobile apps offer a simple and convenient way of shopping with every product they want available [.].

Consumers 97

Consumers Customers 97