InMoment XI

JANUARY 25, 2022

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial B

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

Alida

JANUARY 27, 2022

Delivering experiences that customers love takes more than chance. You need to know what they want, how they want it, and when they want it. And the only way to get that information is to increase customer feedback and uncover customer truth, which requires intimate knowledge of their likes, dislikes, and issues. However, customers are hard to engage, and collecting survey responses that are representative of your entire customer base is easier said than done.

Feedback 130

Feedback Customers Survey Customer Base 130

GetFeedback

JANUARY 25, 2022

CX trends and priorities to leverage to deliver results in the new era of customer experience.

Customer Experience 243

Customer Experience Trends Customers 243

ECXO

JANUARY 25, 2022

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

Speaker: Becky Parisotto

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

Retail

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience.

Airlines 397

Airlines Customer Experience Policies Financial 397

Comm100

JANUARY 25, 2022

Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone. Of course, to see all the benefits of live chat, you need a robust live chat solution that offers a wealth of tools.

How To 245

How To Chatbots Omni-Channel Social Media 245

GetFeedback

JANUARY 27, 2022

CX expert shares commentary on the CX profession in 2022, including salary and compensations, different team structures, unique skill sets, and common challenges.

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195

IntouchInsight

JANUARY 26, 2022

With the start of the new year, we have rolled out several new features across our products that will help you to collect and analyze data.

Data 156

Data 156

Omnicus

JANUARY 24, 2022

The contact center is often handled as a necessary cost rather than an investment in good customer experiences. This contributes to the fact that most people who work in a contact center are demotivated. It is a self-fulfilling prophecy in practice. And this is often because we tend to forget that the customer is often in contact with the contact center throughout the customer journey, before, along the way, and not just after a purchase.

Contact Center 140

Contact Center How To Customer Journeys Customer Experience 140

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Uniphore

JANUARY 26, 2022

WEBINAR. Conversational AI in Banking – Practical Use-Cases for Achieving ROI. Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore. First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications.

Banking 130

Banking ROI Policies Financial 130

ShepHyken

JANUARY 26, 2022

I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

Survey 128

Survey Rewards Programs Airlines Hotels 128

IntouchInsight

JANUARY 25, 2022

The practice of mystery shopping can trace its roots back to research methods in the 1940’s designed to assess operational and behavioral performance. While the core principle of observing and assessing locations and people who are unaware remains just as relevant today, eighty years of advancement and innovation has had a significant impact.

Innovation 156

Innovation 156

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Published on: January 24, 2022. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self Service 125

Self Service ROI Analytics Customers 125

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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

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Ah, 2022, a new year. Not so fast. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution.

Healthcare 130

Healthcare Video Banking Contact Center 130

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.

Customer Success 124

Customer Success Tools Strategy Customer Retention 124

ReviewTrackers

JANUARY 26, 2022

Social Media 122

Social Media Brands Marketing 122

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. It can make your company a truly customer-centric organization. It’s so important that it is one of the New 10 Laws of Customer Success. .

Sales 111

Sales ROI Customer Success Customer Centricity 111

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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

Uniphore

JANUARY 24, 2022

E-BOOK. Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Get Your Copy Now. Agent Engagement Matters. With agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Daniel Group

JANUARY 26, 2022

The Daniel Group’s extensive CX data effortlessly reveals the top three reasons to start a Customer Experience program at your B2B company that has nothing with online buzz. Right now, Customer Experience (CX) is one of those topics getting a lot of attention. If you do a Google search on Customer Experience, it returns 4.2 billion hits. Interestingly, this is slightly greater than searching on the word COVID (4.0 billion hits).

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

ReviewTrackers

JANUARY 25, 2022

Social Media 116

Social Media Tools How To Marketing 116

Merkle

JANUARY 28, 2022

As we continue into 2022, we’re going to see many B2B marketers contemplating whether, and how best, a customer data platform (CDP) might fit into their tech stack. As CDPs infiltrate the B2B world, they will likely create confusion regarding what capabilities they can take over from existing marketing automation platforms (MAPs) and account-based marketing (ABM) platforms.

B2B 105

B2B Marketing Data Customers 105

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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

dscout People Nerds

JANUARY 27, 2022

Use this “show-don’t-tell” remote interviewing technique for insight into your users’ workflow.

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Help Scout

JANUARY 27, 2022

Keeping customers happy requires a well-functioning customer support strategy. The best way to get started is with a help desk ticketing system.

System 105

System Strategy Customers 105

Uniphore

JANUARY 27, 2022

This content is password protected. To view it please enter your password below: Password: The post Protected: Telecommunications CX: 5 Predictions for 2022 appeared first on Uniphore.

Telecommunications 100

Telecommunications 100

Merkle

JANUARY 27, 2022

Thank you to the thought leaders who contributed to this article: Evan Nicholson, Digital Experience Practice Director, Merkle. Jen Karlson, Commerce Strategist, Merkle. Michela Baxter, Sr. Director, Promotions & Loyalty Solutions Practice Development, Merkle. Mike Adamson, Sr. Manager Experience Strategy, Merkle. Timea Szell, Sr. Manager Digital Experience Strategy, Merkle. .

Trends 99

Trends Customer Experience Loyalty Strategy 99

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

ChurnZero

JANUARY 28, 2022

Breaking Adoption Inertia: 5 Tactics to Get Teams to Stick with New Software. SaaS is fast paced and everchanging, much like your organization’s tech stack. Many of us have been part of teams that introduce a new software and utter the dreadful, open-ended phrase: “Just play around with it.” If you’re like me, that means not doing anything with the software until it becomes absolutely necessary to do so.

Software 98

Software How To Feedback Training 98

kommunicate

JANUARY 26, 2022

Last Updated on January 27, 2022 “Learn to code” is a mantra so frequently repeated in the tech community that it’s practically become an Internet meme. The implication is that every would-be tech entrepreneur needs to learn to code or they’ll never get off the ground. This ignores the hundreds – and realistically, thousands – [.].

Customers 98

Customers 98

Uniphore

JANUARY 27, 2022

This content is password protected. To view it please enter your password below: Password: The post Protected: BPO CX: 5 Predictions for 2022 appeared first on Uniphore.

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