Conversocial
JULY 14, 2021
Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences. Each quarter we look at data from the Conversocial platform to analyze the different trends across a number of industries.
Help Scout
JULY 15, 2021
When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole. In order for frontline educators to do their jobs successfully, they need access to things like books, software, and various other supplies.
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MyCustomer
JULY 12, 2021
Loyalty How to create a customer health dashboard.
Alida
JULY 14, 2021
How would you describe a digital insight community and its value to your organization? At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale. And how do we know? Well, we invented it.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Uniphore
JULY 10, 2021
How to Cut Call Center Agent Onboarding Time in Half. and Make Every Agent Your Best Agent. August 25th | 11 AM EDT | 4 PM BST. Register Now. Brian Cantor Leading CX Industry Analyst Contact Center Week. Kumaran Shanmuhan CX & Automation Consulting Leader Jacada. Live Demo Featuring 10 Ways to Simplify Agent Onboarding With AI & RPA. Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michel Falcon Experience
JULY 16, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here.… The post #07: How Companies Are Learning From Pro Sports to Lead Their Teams with Cody Royle appeared first on.
Alida
JULY 12, 2021
While you’ve been focusing on driving sales, rising above competitors, and keeping up with market volatility, you’ve missed something significant: A lot of unknown buyers—or potential buyers—have been coming and going on your digital properties.
Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline.
IntouchInsight
JULY 14, 2021
At Intouch Insight, we’re constantly working on rolling out new features that will help you reach the top of your game. We have introduced several new additions across our platforms and can’t wait for you to use them.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
NICE inContact
JULY 12, 2021
Siemens’ customers include businesses from across the spectrum of industry sectors. They range from billion-dollar companies to startups and even students. These customers come to us when they need the company’s expert solutions and deep problem-solving capabilities to improve or enhance or even reinvent their own manufacturing processes.
The DiJulius Group
JULY 13, 2021
Across the United States, companies are struggling with hiring and retaining quality employees. Unemployment rates are high but still there is a labor shortage. With many open positions, it’s very difficult to get people to apply and show up for interviews. The market is hot! It’s more important now than ever before that you have. Read Full Article.
Help Scout
JULY 13, 2021
Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! 1. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.
ShepHyken
JULY 12, 2021
Each week I read many 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. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. (DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t over
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Totango
JULY 15, 2021
The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals.
Eptica
JULY 16, 2021
Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Published on: July 16, 2021. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have.
Myra Golden
JULY 15, 2021
Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet!
Integrity Solutions
JULY 16, 2021
Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members. It’s an important first step in building and retaining a high-performing team.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Totango
JULY 13, 2021
Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.
The DiJulius Group
JULY 15, 2021
Lawyers, doctors, and accountants suck at service. Why is that? The majority of people in the legal, financial, and medical field lack the client-patient experience and there are a few reasons for this. First, there’s a great deal of education involved in getting a certified license in these industries and it doesn’t stop there as. Read Full Article.
MyCustomer
JULY 13, 2021
Engagement Debunking the myth that CX & EX are linked.
kommunicate
JULY 16, 2021
Shopify is one of the most widely used e-commerce platforms that have helped many businesses globally to go online by building their marketplace. It’s used by more than 800,000 vendors worldwide. While the customer is the pivot around which the eCommerce business works, it is essential to have effective customer engagement to enhance their experience [.].
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.
Feedbackly
JULY 16, 2021
In an era where customer experience is a key determinant in building a firm’s success and boosting growth, businesses are on the constant lookout.
Vanilla Forums
JULY 16, 2021
Summer is finally here and we have a bunch of new enhancements to the Vanilla platform that we want to share. Keep reading for details on the new analytics, machine translation, integrations, theming and more…!
DemandJump
JULY 16, 2021
Many businesses struggle with knowing what to say on their website and how to make the most of their online presence. With direct navigation to websites being one of the most utilized paths to a business , it is extremely important to have engaging and relevant content throughout your website.
Inbenta
JULY 15, 2021
Contents: Chatbot design for websites and apps. Chatbot UX best practices. – Chatbot avatar. – Good conversational design. – Context & understanding. – Functionalities. – Escalation capabilities. By now, we’ve learned well that chatbots wield the power to radically bridge businesses and consumers through scalable conversations.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
ppt solutions
JULY 15, 2021
TULSA, OKLAHOMA, July 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it was certified by Great Place to Work® for a fourth consecutive year. Great Place to Work is the global authority on workplace. The post PPT Solutions Named a Great Place to Work for a Fourth Consecutive Year appeared first on PPT Solutions.
Optimove
JULY 15, 2021
Different people react to different triggers. That’s why there is no one-size-fits-all tactic to get customers to engage in a certain way. And so, while encouraging customers to visit your site and make a purchase is typically the main objective of many marketing campaigns – sending a campaign with an assortment of products from your site may encourage some customers to click through to your site, but the majority of customers expect your emails to be more personalized than that.
ChurnZero
JULY 14, 2021
Customer Lifetime Value (CLTV) , also known as, Lifetime Value (LTV), is the gross profit a customer delivers to your business in their lifetime. It is the amount of revenue your business will make from a customer over their average lifetime as a customer. This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts
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