ShepHyken
SEPTEMBER 10, 2021
This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued.
inSided
SEPTEMBER 10, 2021
We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach. This week, it’s time to talk more about the people behind those metrics – it’s time to talk about team structure. Because your digital-led team might just look a little different from your “traditional” team.
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Help Scout
SEPTEMBER 7, 2021
Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.
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.
Lumoa
SEPTEMBER 8, 2021
Customer Experience is evolving. The barrier to entry is lower than ever, and new competitors are entering the market every day. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
SEPTEMBER 7, 2021
When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience.
ShepHyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?
IntouchInsight
SEPTEMBER 8, 2021
After a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles! In addition to crowning the winner of this year's Intouch Insight-CSP Magazine Customer Experience Award - spoiler alert, it was Lone Star Food Stores - Cameron shared insights from Intouch's bi-annual Changes in Consumer Habits reports as well as the evaluation of eleven convenience store chains considered for the award.
NICE inContact
SEPTEMBER 7, 2021
I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass).
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Alida
SEPTEMBER 10, 2021
Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives. Working from home, not being able to do your grocery shopping, no nightlife, homeschooling, these are all things we suddenly had to adjust to.
ShepHyken
SEPTEMBER 6, 2021
Each week I read many 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. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. (Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients.
Eptica
SEPTEMBER 7, 2021
Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.
Gainsight
SEPTEMBER 8, 2021
Organizations create Customer Success teams to increase Net Revenue Retention, and we’ve recently published research showing that NRR drives valuation. But, then, organizations find that the baseline impact of simply having a CS team eventually plateaus–your NRR stagnates. Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount.
Speaker: Becky Parisotto and John Vurdelja
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
Alida
SEPTEMBER 8, 2021
Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth.
ShepHyken
SEPTEMBER 7, 2021
Digital Customer Service. Transforming Customer Experience for an On-Screen World. Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation. Top Takeaways: Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication
CSM Magazine
SEPTEMBER 9, 2021
Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly. A recent report on Customer experience (CX) shows as much as one-third of customers would consider switching companies after just one instance of bad customer service.
Myra Golden
SEPTEMBER 10, 2021
We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. . Learn more and register here!
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Eptica
SEPTEMBER 10, 2021
Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021. Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring.
Kustomer
SEPTEMBER 7, 2021
If you have ever been drawn to the words “ artificial intelligence ” in a sales pitch or wondered if machine learning could improve your business, you might have also questioned if your use case is even a good fit for what a machine learning model can do. A good way to approach answering this question is to consider the data you need to provide this artificially intelligent system in order for it to produce the promised result.
Uniphore
SEPTEMBER 9, 2021
Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity. In reality, AI isn’t close to having the cognitive capacity to surpass human intelligence.
The DiJulius Group
SEPTEMBER 7, 2021
We’ve all been there. Stuck in an unsatisfactory customer experience with no hope of resolution in site, and we utter the words “Can I speak with the manager, please?” Ah, The Manager – the person that holds the magical key to all resolutions and customer happy endings. That’s the way it works in your organization, Read Full Article. The post Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?
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dscout People Nerds
SEPTEMBER 9, 2021
Working closely with product managers, designers, and developers not only enhances the user experience, but sets the foundation for user research growth.
DemandJump
SEPTEMBER 9, 2021
Keyword research doesn’t need to be complicated. With the right mix of curiosity, analytical thinking, and tools, you can become a keyword research pro.
Uniphore
SEPTEMBER 7, 2021
Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch. Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , talks about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.
Optimove
SEPTEMBER 9, 2021
If you’re reading this, it’s because you want to do better. And, since we appreciate your visit to our blog, we’re always focusing on writing things that would help you improve. When it comes to our main area of expertise – CRM Marketing – there’s one thing that’s always true: improvement goes hand in hand with smarts. The smarter your Relationship Marketing is, the better it’ll perform.
Advertiser: ZoomInfo
As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex. Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. In this eBook, we’ll show you how marketing operations can create efficiencies in your tech stack, reporting, and budget that will not just improve internal processes, bu
Adrian Swinscoe
SEPTEMBER 7, 2021
Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]. The post Digital teams suffer from a perception gap that hinders customer experience improvement efforts first appeared on Adrian Swinscoe.
Uplight
SEPTEMBER 7, 2021
Uplight embraces all life experiences, backgrounds, and diversity of thought to foster a welcoming and inclusive space where employees can confidently bring their best selves and whole selves to work. Uplight’s ERG (Employee Resource Group) members enrich our inclusive and engaged work environment by actively contributing to our mission, values, and efforts specific to our Read More.
kommunicate
SEPTEMBER 8, 2021
In the month of August, we have released some new features and improved the existing features to make your job easier. Chat widget FAQ categories Now you can show your FAQs based on the categories instead of the list, this will provide a smoother experience for your users. NPM plugin We have released the NPM [.]. The post Here’s What’s New from August 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.
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