Feedbackly

APRIL 14, 2021

Professional CX courses are one of the best ways to understand CX and apply it to your business. You get the opportunity to learn.

Course 97

Course Customer Centricity Feedback Customers 97

Team Support

APRIL 15, 2021

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Marketing and Technology. Surveys show that 86 percent of customers are willing to pay more for a better customer experience.

Omni-Channel 106

Omni-Channel Technology Multi-Channel Self Service 106

Advantage Communications

APRIL 14, 2021

All businesses want to keep their customers, and prospects, happy. Satisfied customers are the difference between a successful and highly-profitable company, or a business that is struggling to compete with its competitors.

Customer Care 105

Customer Care Customer Experience Customer Service Customers 105

eglobalis

APRIL 11, 2021

In the Digital Experience and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? experience Design. The post In the Digital and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? appeared first on Eglobalis.

Customer Experience 370

Customer Experience Company Customers Customer relationships 370

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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.

Report

ECXO

APRIL 12, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience.

Customer Journeys 296

Customer Journeys Meeting Customer Experience Management 296

Lumoa

APRIL 14, 2021

About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics?

Customer Experience 221

Customer Experience Metrics Net Promoter Score Financial 221

NICE inContact

APRIL 14, 2021

If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions. The convenience offered by their chatbot helped to win my business. And they seem more prevalent than ever. Have you noticed the proliferation of chatbots on websites and social media platforms?

Chatbots 240

Chatbots Social Media Trends Customers 240

Storyminers

APRIL 12, 2021

1. What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly. Since I don’t know who they are (yet), it’s always a mystery to understand what they’ll respond to.

Leadership 240

Leadership Course Brands Customer Experience 240

Calabrio

APRIL 12, 2021

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances!

Contact Center 147

Contact Center Call Center Social Media Analytics 147

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

Comm100

APRIL 15, 2021

Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place. If you’re reading this blog, you’re probably still wondering if online chat on your website is right for you.

Multi-Channel 131

Multi-Channel Customer Satisfaction Sales Wait Times 131

Alida

APRIL 14, 2021

If the constantly changing state of the healthcare industry has left you reeling, you’re not alone. There’s no doubt about it: The pandemic has been a major stressor for the healthcare community. But, in many ways, it has only accelerated shifts that were already inevitable.

Healthcare 130

Healthcare Industry Customer Experience Customers 130

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

Company 148

Company Management Consulting Measurement 148

ShepHyken

APRIL 14, 2021

Many companies think they have to compare themselves to their competition. They want to know what the competition is doing that they are not. And when they figure it out, you know what they do? They copy them. It’s not a bad idea to do that, but it’s not the best idea either. If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers.

How To 149

How To Customer Service Training Leadership Meeting 149

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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

TechSee

APRIL 13, 2021

Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company. The traditional outlook on customer service. A cost center is a function or department – like customer service – that costs your business money to operate but doesn’t actively generate revenue.

Self Service 124

Self Service Customer Service Comparison Sales 124

Alida

APRIL 12, 2021

If your company provides CX solutions, research & insights services, marketing services, or a technology platform, there are two things you need to know about Alida.

Company 130

Company Technology Marketing Industry 130

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy.

Contact Center 133

Contact Center Contact Center Software Return on Investment Software 133

Storyminers

APRIL 13, 2021

The post Creating Stories to Drive Success in Business appeared first on Storyminers.

147

147

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

Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. Published on: April 09, 2021. Author: Pauline Ashenden - Demand Generation Manager How are collaboration and communication tools benefiting the contact centre? New research from ContactBabel, sponsored by our parent company Enghouse Interactive, highlights five areas where adopting these solutions is helping improve the experience for both agents and customers.

Tools 125

Tools Customer Service Trends Communication 125

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going. The best VoC programs use both.

Survey 118

Survey Net Promoter Score Voice of Customer Video 118

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. This customer-driven business model makes sense when you consider that 86% of customers are willing to spend more money when they feel they’ve had a good customer ex

Ecommerce 119

Ecommerce Customer Experience How To Customers 119

Cyara

APRIL 13, 2021

Today marks a momentous occasion in the world of test automation. There’s a new on-ramp into the fast-lane that will help navigate you straight toward flawless customer experiences! We are excited to announce the official launch of Cyara Call Explorer, a brand new feature included across the Cyara Automated CX Assurance Platform. This new feature was built for two reasons: Make it easier to shift from manual to automated testing by eliminating a forced behavior change.

Contact Center 110

Contact Center Customer Journeys Brands Customer Experience 110

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

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. The business environment is never static. The economy inevitably goes through boom and bust cycles. Disruptors, emerging trends and unexpected events — like a pandemic, for example — can throw a wrench in your carefully thought-out strategy.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Storyminers

APRIL 15, 2021

The post Telling Your Story appeared first on Storyminers.

147

147

dscout People Nerds

APRIL 14, 2021

Group ideation is too important to leave to chance. These key principles will help you balance both the art AND science of running productive, inclusive—and fun—ideation sessions.

Groups 111

Groups Tips 111

The DiJulius Group

APRIL 14, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story The foundation of every great culture is built on strong leaders who constantly recognize their employees’ contributions. However, when Dave Timmons was the SVP at Bank of America, he took it to another level. He says, “I asked one of my. Read Full Article. The post Want Stronger Employee Engagement?

Employee Engagement 113

Employee Engagement Engagement Banking Tips 113

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

Talkdesk

APRIL 16, 2021

Conquer the Complexities of Outbound Engagement with Everything you Need, All in One Place Talkdesk brings the industry’s best cloud contact center together with Salesforce Sales Cloud to give your organization everything you need to convert a prospect into a happy customer. Our tight integration makes it simple to launch your outbound campaigns, proactively engage prospects and navigate the complex sales processes with ease.

Engagement 112

Engagement Contact Center Data Sales 112

ShepHyken

APRIL 16, 2021

This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to grow your client list despite a global health and economic crisis, such as the COVID-19 pandemic. The pandemic has slowed many businesses down. At times, it almost feels like the economy has ground to a halt and, as a result, clients aren’t eager to invest in new services.

How To 96

How To Ecommerce Tips ROI 96

Kustomer

APRIL 14, 2021

A whole new demographic of buyers were forced to do their shopping online in the past year, and leaned more heavily on customer service teams to feel comfortable and confident about their purchases. While post-transaction support, like order status and return initiation, likely will never subside, CX teams can now take on more of a revenue-generating advisory role, answering product questions or directing customers to better alternatives.

Retail 101

Retail Consumers e-support Omni-Channel 101