GetFeedback

SEPTEMBER 30, 2020

Feedback 448

Feedback 448

Totango

OCTOBER 1, 2020

Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you

Customer Engagement 72

Customer Engagement Engagement How To Resources 72

Strikedeck

OCTOBER 1, 2020

Kristen gives practical advice on ways to build a stronger program with your product team.

Customer Success 98

Customer Success Customers 98

Steve DiGioia

OCTOBER 1, 2020

Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for. Example: The initiative to plan ahead, look at the “big picture”, and take the steps needed to make the department or business more efficient, and improve on the existing way things are done.

Tips 264

Tips Report Examples Company 264

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

GetFeedback

SEPTEMBER 27, 2020

A look into the new-normal customer and how to meet their evolving expectations.

Customer Experience 459

Customer Experience Meeting Customers How To 459

NICE inContact

SEPTEMBER 27, 2020

Nearly 70% of companies fail at designing omnichannel CX. To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers.

Omni-Channel 222

Omni-Channel How To Multi-Channel Company 222

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

Call Center 196

Call Center Self Service Strategy Contact Center 196

CXS

OCTOBER 2, 2020

Covid-19 has changed our lives in many ways, one thing remains constant during this time, “change”. Many organizations paused and had to re-imagine how they will conduct business moving forward. One framework I’m always reminded of is VUCA (Volatility, uncertainty, … The post Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital appeared first on CX 2020.

B2B 195

B2B Customer Experience Customers 195

GetFeedback

SEPTEMBER 28, 2020

Learn how to build customer service surveys and create an exceptional customer experience that will help your business thrive.

Survey 195

Survey Customer Service Customers Customer Experience 195

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

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Customer Journeys 178

Customer Journeys Consulting Groups Exercises 178

NICE inContact

OCTOBER 2, 2020

October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right. To us, this year’s theme, Ignite a CX Celebration, seems especially relevant—and to be honest, a little poignant, because it recognizes that the customer experience in 2020 has been like no other.

Customer Service 156

Customer Service Customers Customer Experience Call Center 156

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we recognized at our C3 online event — and awarded with cold, hard cash! —the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services. Manufacturing. …So we can’t really do this or think about it in the ways you want us to.” I understand.

Healthcare 143

Healthcare B2B Industry B2C 143

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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

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.

Customer Journeys 158

Customer Journeys Policies Consulting Customer Experience 158

NICE inContact

OCTOBER 1, 2020

Customer Experience 156

Customer Experience Customers 156

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we’ll recognize at our upcoming C3 online event — and award with cold, hard cash! —the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

ShepHyken

SEPTEMBER 30, 2020

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.

Customer Service 132

Customer Service Poor Customer Service Customer Service Representative Course 132

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

CXS

OCTOBER 2, 2020

Springtime 2020, the world sees a collapse in its economy affecting a variety of businesses. Several regions took part in lockdowns to keep its patrons and employees safe. And while “flattening the curve” hugely impacted these businesses, there was a … The post Retailers and E-commerce Sectors Experience a Rise in Customer Service Inquiries appeared first on CX 2020.

Retail 130

Retail Customer Service Customer Experience Customers 130

NICE inContact

SEPTEMBER 29, 2020

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

CRM 156

CRM Contact Center Data Customer relationships 156

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

ShepHyken

SEPTEMBER 29, 2020

Mystery Shop Your Customer Experience. How to Improve Your CX by Putting People First. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist. They discuss her latest book, The Secret Diary of a Mystery Shopper , and how any and every company can and should implement a program to measure their customer service. Top Takeaways: It’s important for any and every business to measure the level of service they provide.

B2C 128

B2C Hospitality Measurement B2B 128

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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

ReviewTrackers

OCTOBER 1, 2020

123

123

NICE inContact

SEPTEMBER 28, 2020

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel. In fact, it's so important to us that we created a special forum within our Customer Community, called IdeaConneXion, to gather user-generated ideas and foster collaboration between users and product owners.

Roadmap 156

Roadmap Feedback Customers 156

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Brandwatch CX

SEPTEMBER 28, 2020

112

112

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

MyCustomer

SEPTEMBER 28, 2020

Engagement CX Leader of the Year 2020 finalists revealed.

Engagement 112

Engagement 112

Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly.

Average Handle Time 109

Average Handle Time Consumers Report Customer Service 109

Totango

SEPTEMBER 29, 2020

Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. If you want to calculate a customer’s true potential value to your future, then you have to calculate the customer lifetime value of a SaaS customer over many years of sustained partnership. .

Measurement 107

Measurement How To Effort Score Metrics 107