Strikedeck
DECEMBER 22, 2020
Vincent Manlapaz, in an interview with Alix Simpson talks about the transformational changes in Customer Success. She also shares successful strategies to turn customers into loyal advocates.
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CSM Magazine
DECEMBER 21, 2020
The type of customer experience you provide your customers will stay in their minds long after the sale. Positive or negative, it will impact the growth of your business and determine the success or failure of your enterprise. A study by American Express found that customers tell an average of 15 people about a poor service experience, compared with 11 people they’ll tell about a positive experience.
eglobalis
DECEMBER 25, 2020
Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.
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.
GetFeedback
DECEMBER 21, 2020
Simplifying CX YouTube series video highlighting tips for building your 2021 customer experience strategy.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
DECEMBER 21, 2020
Have you ever been more ready to end a calendar year? In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. When 2020 came along and turned the world upside down, empathy became simply priceless. Impacted by the pandemic, unemployment, health issues, wildfires, lockdowns, and endless other challenges, customers needed a point of human connection more than ever before.
eglobalis
DECEMBER 21, 2020
IoT Is Transforming Operations, Customer Experience and Employee Experiences, Efficiency and generating Growth. The post IoT Is Transforming Operations, Customer and Employee Experiences, and Generating Growth appeared first on Eglobalis.
TechSee
DECEMBER 21, 2020
For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. Whether it’s a chain store, grocery store, or a vending machine in a gas station, keeping items stocked and accounted for and tracking what sells is a time-consuming and continuous undertaking for CPG companies. But keeping up with demand is only one part of the sales equation.
Talkdesk
DECEMBER 22, 2020
Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. The G2 Winter 2021 Report is out! ?? And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??. We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software.
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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.
Heart of the Customer
DECEMBER 21, 2020
Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […]. The post 2021: The Year of CX Data appeared first on Heart of the Customer.
Storyminers
DECEMBER 21, 2020
It’s hard to move your business forward when the people who want to support you want to charge you more than your business model allows. Sometimes, it feels like you can either pay others or pay yourself. Well, you don’t have to make that tough choice any longer. Now, you can get the support you need without breaking the bank. iWorker (one of our affiliates) has been supplying us with administrative and special services support for over a year now.
ShepHyken
DECEMBER 23, 2020
In the world of show business and live entertainment, every act has an “opening.”. Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage. It’s how they are dressed, how they make eye contact with the audience, the anticipation they create, and more.
Cyara
DECEMBER 21, 2020
3 Holiday Wish-Listed Gifts to Give Back to Your Customers. And Your Business | Part 3, Happier Customers. Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever. According to Zendesk’s most recent trend report , 50% of customers say they would switch to a competitor after just one poor experience with a brand.
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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.
One Millimeter Mindset
DECEMBER 24, 2020
Wishing you 2020 Holiday and 2021 New Year Hope and Purpose. As we move forward together towards 2021, we now share a common story: 2020. How will you incorporate your experiences and insights into the value of your professional story, moving forward? One millimeter at a time. Above all, throughout the year, you and I gained a greater sense of professional purpose and self-definition, didn’t we?
Wired and Dangerous
DECEMBER 21, 2020
As 2020 draws to a close it is a time to reflect on all of the good that came from the past year along with the disastrous and far-reaching impact of the pandemic. We want to wish everyone a safe and happy holiday season as we send 2020 off into history and look hopefully toward a great 2021! Our thoughts and prayers are with all who have lost a loved one to the virus and/ or lost their livelihood to it.
ShepHyken
DECEMBER 21, 2020
Each week I read a number of 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. How to Provide the Best Possible Customer Experience? by GISuser. (GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business.
Beyond Philosophy
DECEMBER 19, 2020
I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees. If employees are happier, then they will provide better experiences for your customers.
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.
Zonka Feedback
DECEMBER 24, 2020
We have got an opportunity to be proud once again! We are more than happy to announce that Zonka Feedback has been again named as " High Performer" in the G2 Grid Report in the 'Experience Management' Category for Winter 2021.
Optimove
DECEMBER 24, 2020
When creating multi-step customer journeys, one of the dilemmas marketers have, is whether to lock customers into journeys or leave them to migrate freely between one journey and another. It’s a question because to map out customer journeys, marketers typically turn to a trusted blank canvas. And that blank canvas can be a marketer’s best friend or biggest nightmare.
DemandJump
DECEMBER 23, 2020
Measuring digital marketing effectiveness has become something of a double-edged sword. On the one hand, marketers have access to more reliable data than ever before. But the sheer amount of data can also be paralyzing—with so many different types of marketing metrics to consider, how do you identify those numbers that will actually help you optimize your efforts?
CX Workout - Ideas Blog
DECEMBER 22, 2020
2020: The Year of Gratitude? December 22, 2020. The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. One of the most powerful, yet not easily attained emotions is gratitude. Download Now. Love 0 Share Tweet Share Pin. The post 2020: The Year of Gratitude? appeared first on Decooda.
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.
Zonka Feedback
DECEMBER 23, 2020
Net Promoter Score (NPS) is widely used among businesses to measure the experience and satisfaction level of customers. Using the simple NPS question “How likely are you to recommend us to a friend or colleague?”, rated on a scale of 0-10, you can easily measure customer loyalty. However, while using the Net Promoter Score , a key factor that you need to determine is when you want to conduct the NPS Survey - on regular intervals like monthly, quarterly or annually, or after an event or transacti
Ecrion
DECEMBER 22, 2020
Codeless Platforms | Artificial Intelligence (AI) | Personalized Products | Find Services Quickly |. Recovering from COVID-19 | Internet of Things (IoT) | Remote Service Is Here to Stay |. Embrace 2021 Insurance Trends with CCM Software. The insurance industry has so much intersectionality both with other businesses and the way we live our personal lives.
DemandJump
DECEMBER 23, 2020
It should come as no surprise to anyone that good marketing often comes from good writing. From blog writing to video scripts to ebooks to case studies, writing is a key component of just about any kind of content you plan to release.
Optimove
DECEMBER 22, 2020
Customer journeys in the world of CRM – you know, the ones relationship marketers are building and drawing, creating and crafting – are the brick-and-mortar of it all. Without these marketer-made drips and paths, streams of campaigns, and creativity, there is no relationship marketing. But, just like in any case of bricks and mortar structures – it’s not enough, and one of the main differences between a shack and a complex of high-rise constructions lies in planning.
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NobelBiz
DECEMBER 21, 2020
High Volume Phone Calls refers to a sharp one-time or recurring increase of customer requests. When call peaks can be anticipated, it is possible to deal with them by adopting the right strategy. The post How To Manage High Volume Phone Calls? appeared first on NobelBiz®.
ViiBE Blog
DECEMBER 21, 2020
What is a Truck Roll? A truck roll is when a technician is dispatched, via truck or another type of vehicle, to address a technical issue such as maintenance, installation, or rearrangement. The problem posed by truck rolls. Field service organizations rely heavily on truck rolls to reach customers; however, truck rolls are often counterproductive. Dispatch-heavy organizations like digital service providers report 25% of truck rolls as non-value added (NVA) and an immense waste of resources.
DemandJump
DECEMBER 23, 2020
In the next few years, we’re going to see many businesses investing heavily in content—and other, smaller businesses using it to whatever degree they can. With that in mind, whether you’re a business looking to hire a freelancer or agency, or you’re an agency trying to determine what services to offer, you’re going to find a lot of people looking for very specific services.
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