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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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.
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.
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.
GetFeedback
NOVEMBER 24, 2020
Ask these employee satisfaction questions to improve your employee experience.
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.
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: 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.
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 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.
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.
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.
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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.
Storyminers
NOVEMBER 24, 2020
The post Storytelling for navigating change ft. Mike Wittenstein appeared first on StoryMiners.
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.
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.
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: 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.
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?
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.
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.
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.
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.
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
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.
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?
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
CSM Magazine
NOVEMBER 27, 2020
The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Four out of ten businesses reported that they had found working from home ‘more effective’. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.
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.
Ecrion
NOVEMBER 25, 2020
What Is DX? | Why Is DX So Important? | How to Improve DX. No matter what type of business you operate, your customers’ digital experience is one of the most important metrics to focus on. This is especially true given the impact the COVID-19 pandemic has had on companies across the world. But not every entrepreneur fully understands what digital experience is or why it matters.
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