Integrity Solutions
NOVEMBER 23, 2020
A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role.
CX University
NOVEMBER 21, 2020
Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational teams alike, but what does it mean? Customer-facing teams in sales and service-orientated environments embrace the concept.
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Knowmax
NOVEMBER 23, 2020
Personalized Customer Service and the Omnichannel Approach.
eglobalis
NOVEMBER 22, 2020
Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.
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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.
Calabrio
NOVEMBER 25, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
NOVEMBER 24, 2020
Ask these employee satisfaction questions to improve your employee experience.
NICE inContact
NOVEMBER 22, 2020
If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center? If not, you should. And here are the top three reasons why.
ShepHyken
NOVEMBER 27, 2020
This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.
Storyminers
NOVEMBER 25, 2020
Mike is the CEO of Storyminers. They help leaders win adoption for their boldest ideas and strategies. They know why people fight change, and how to engage and inspire them. He’s an inspiring CX professional and it has been a real pleasure to discuss as he’s a true storyteller. In this podcast we cover the next topic: Why CX design shouldn’t be about ROI.
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.
Beyond Philosophy
NOVEMBER 27, 2020
An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.
Calabrio
NOVEMBER 25, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.
ShepHyken
NOVEMBER 25, 2020
As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.
Storyminers
NOVEMBER 24, 2020
The post Storytelling for navigating change ft. Mike Wittenstein appeared first on StoryMiners.
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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.
Comm100
NOVEMBER 25, 2020
Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process. For some software, live chat website integration is straightforward and quick, while for others adding live chat to your website may be more complicated.
One Millimeter Mindset
NOVEMBER 26, 2020
In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. However, this is a very different year for all of us. And so is this blog post. Because the reality of 2020 is that all of us are wrestling with two sentiments: what we are grateful for in addition to a profound sense of loss. Especially as I continue to offer my condolences to friends, colleagues and clients who lost loved ones during 2020.
Eptica
NOVEMBER 24, 2020
Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this?
Wired and Dangerous
NOVEMBER 23, 2020
The Thanksgiving holiday, especially this year, is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal, and vain*! It is particularly important to understand the fickle moniker. They are Fickle –much quicker to leave if unhappy.
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.
Comm100
NOVEMBER 25, 2020
There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Much of this speculation revolves around how to use these innovations to enhance customer service efforts, which has become such a crucial component of organizational growth today.
ClientSuccess
NOVEMBER 24, 2020
No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Thanks to the unique situation that 2020 presented to us, customer success industry leaders can be ultimately prepared for what 2021 will bring – even if things don’t go quite as planned.
Totango
NOVEMBER 25, 2020
Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.
Daniel Group
NOVEMBER 24, 2020
What should you do next for a powerful customer feedback program? Today, businesses are talking more about “customer experience.” Things may have progressed further at your company, and management has approved starting a formal customer feedback program. A variety of other activities are underway to launch this customer experience improvement effort.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
TechSee
NOVEMBER 26, 2020
Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. Augmented Reality and Field Services. Augmented reality (AR) has come a long way from its science-fiction origins.
Talkdesk
NOVEMBER 23, 2020
Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled. What a nightmare! Seven family members stuck and sad after all that planning, scheduling — and spending — for the trip of a lifetime.
DemandJump
NOVEMBER 25, 2020
What are the top 5 content marketing strategies that you can incorporate into your business?
Magellan Solutions
NOVEMBER 23, 2020
The COVID-19 pandemic has swept the world, and continues to affect us all. Now, we are living in a new kind of normal. And everyone, including law firms must adjust accordingly. But any change can fill us with uncertainties. You might ask yourself: what exactly are these changes? And how deep are its effects on me and my business? Most of all, how do you ensure success despite this new predicament?
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
MyCustomer
NOVEMBER 26, 2020
Engagement How to deliver fairness and understanding in CX.
Talkdesk
NOVEMBER 24, 2020
The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics.
DemandJump
NOVEMBER 25, 2020
Connecting with your audience is key to developing your brand and establishing visible authenticity with potential new audiences, which grows your business. That requires content—and lots of it. The content needs to be reliable, focused, organized, and strategic. Content marketing strategy dictates a specific message and a filtered way of distributing the message across various content mediums.
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