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

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

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

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

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

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

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

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.

Connections

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 Groups Consulting Exercises 178

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

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

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

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

Customer Experience

Alida

SEPTEMBER 28, 2020

Q&A with Senior Director of Brand, Kristin Dorsey.

Brands 246

Brands 246

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

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

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

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

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

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 129

Customer Service Poor Customer Service Customer Service Representative Course 129

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

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

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Zeisler Consulting

OCTOBER 1, 2020

I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. He said, “Some people say, ‘Sure, well you’re just good at taking tests,’ and I say, ‘Yea, I am, I guess.

Leadership 93

Leadership Industry Customer Centricity Course 93

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 125

B2C Hospitality Measurement B2B 125

Wired and Dangerous

SEPTEMBER 28, 2020

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories. . His stories were typically long and detailed. But, he never learned an important storytelling principle: enchanting participants to join him on a long, detailed fable only works if the story’s punch line is insightful or compelling en

Customer Journeys 91

Customer Journeys Customers Customer Experience Customer Expectations 91

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

Speaker: Conrado Morlan

In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.

Management

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

SurveySparrow

SEPTEMBER 26, 2020

You would think that the best sales strategy for a good sales team is to get people talking. If only you could contact your lead, you could convert them. However, a lot depends on how primed a customer is to be converted. The talk-first strategy often leads to inefficient sales. Thankfully, there is an easy way to increase efficiency and supercharge your sales: a pre-sales questionnaire. .

Sales 105

Sales Survey How To Chatbots 105

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

Software 105

Software Customer Success How To NPS 105