Alida

MAY 26, 2022

We recently sat down with Susan White Frazier, Director of Market Research at Wondrium (formerly known as The Great Courses Plus), a subscription video streaming service with thousands of courses, documentaries, and nonfiction series, to learn how they are monitoring and encouraging positive customer experience within the entire Wondrium ecosystem. Susan and her colleagues have already embraced several key strategies to deliver extraordinary advancements in brand innovation; helping to keep long

Contact Center 130

Contact Center Touchpoint Course Video 130

Steve DiGioia

MAY 23, 2022

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards

Fashion 361

Fashion Sports Hospitality Hotels 361

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

InMoment XI

MAY 24, 2022

We are just one week away from the XI Forum Sydney on June 1st! The InMoment Team is so excited for this year’s event, which will be in-person for the first time since the pandemic hit—and we know that this is an incredible opportunity for anyone, whether you’re just starting out on your CX journey or you’re ready to shake things up. We’ve designed this all-in-one-day conference to make sure each delegate leaves with the best, most actionable information to inspire their experience program.

Entertainment 370

Entertainment Case Study Conference Leadership 370

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.

ROI

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). Just like few things are more frustrating for the average person than sending an email without getting a response, few things are as discouraging for a customer satisfaction expert as sending an NPS survey and receiving a score without any qualitative feedback.

NPS 131

NPS Net Promoter Score Feedback How To 131

InMoment XI

MAY 24, 2022

This article was originally posted on CustomerThink.com. Sacagawea, a knowledgeable young Shoshone woman, successfully guided Lewis & Clark through the Louisiana Purchase territory, all the way to the Pacific Ocean. Tenzing Norgay, a Sherpa, whose backyard was the Himalayas, successfully guided Edmund Hillary on the first successful ascent of Mount Everest.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share.

How To 130

How To Call Center Employee Engagement Resources 130

Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

Leadership 130

Leadership Strategy Customer Experience Customers 130

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.

Sales

Alida

MAY 24, 2022

Disengaged employees can cost organizations up to $550 billion per year. Despite that, most companies today fail to create a fulfilling work culture and empower their employees to do their best work. While many have made customer experience the focus of their attention for decades, the conversation has shifted and employee experience (EX) has gained the spotlight as a primary driver of success and a defining growth factor.

Employee Experience 130

Employee Experience Culture Customer Experience Company 130

Comm100

MAY 23, 2022

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it. As Gen Z now navigates higher education, they’re placing these heightened expectations onto colleges and universities. While this may seem like an unfair comparison, the reality is that Gen Z expects outstanding support from every brand they interact with.

Engagement 130

Engagement Chatbots Transportation Comparison 130

Totango

MAY 27, 2022

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth.

Customer Retention 126

Customer Retention Sales Software Strategy 126

ReviewTrackers

MAY 24, 2022

Examples 121

Examples 121

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

Retail

Clarivate

MAY 26, 2022

This is our ultimate guide on how to write a narrative literature review. It forms part of our Research Smarter series. . How do you write a narrative literature review? Researchers worldwide are increasingly reliant on literature reviews. That’s because review articles provide you with a broad picture of the field, and help to synthesize published research that’s expanding at a rapid pace.

Tips 119

Tips Analysis Groups Examples 119

The DiJulius Group

MAY 23, 2022

“I think that the office as we know it, is over,” said Airbnb Chief Executive Brian Chesky, in an interview with Time magazine’s The Leadership Brief. The return to office workplaces has been met with some controversy and has revealed insights regarding how Americans want to work. Not only do a significant number of employees. Read Full Article. The post WILL THE OFFICE BECOME EXTINCT?

Leadership 115

Leadership Groups 115

Interactions

MAY 26, 2022

Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win.

Virtual Agent 110

Virtual Agent Self Service Contact Center Wait Times 110

ReviewTrackers

MAY 26, 2022

Tips 24

Tips 24

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.

Employee Experience

Gainsight

MAY 24, 2022

Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I don’t care, you choose,” you know that every decision that gets made is a tiny miracle. . Inevitably, decisions create outbursts. Product managers know this all too well.

Innovation 105

Innovation Roadmap Analytics Meeting 105

dscout People Nerds

MAY 25, 2022

Tapping the unmet needs of users is a hidden gold mine. So, what’s the right approach to get that valuable information? We have a few tips.

Tips 105

Tips 105

The DiJulius Group

MAY 25, 2022

Episode 087: Mastering Employee Engagement Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies. Jared’s company and his mission.

Employee Engagement 105

Employee Engagement Engagement Employee Experience Groups 105

ReviewTrackers

MAY 26, 2022

Data 120

Data Management 120

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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

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Vanilla Forums

MAY 27, 2022

Those in the community space (such as ourselves) will defend the value of community forums until the very end. We’ve written an endless amount of blogs and eBooks on the benefits of community, and indeed, our colleagues in the community space have agreed with our assertions every step of the way. But as logical and obvious as the benefits of community may seem, we’re aware that there could be a disconnect between community in theory and community in practice; that is, what leading community expe

eBook 98

eBook 98

Adrian Swinscoe

MAY 26, 2022

This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […]. The post Discovering customer experience in the banking industry first appeared on Adrian Swinscoe.

Banking 98

Banking Industry Customer Experience Customers 98

Call Experts

MAY 26, 2022

Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . It has become much more accessible in recent years as technology has grown, and it can be beneficial for any business with a lot of phone calls coming in.

Call Center 98

Call Center Contact Center System Customer Service Representative 98

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

Marketing

Zonka Feedback

MAY 26, 2022

Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good. According to Dimensional Research, customer service ranked number one among customers when asked about factors that influence their level of trust and loyalty to a company.

Effort Score 98

Effort Score How To Loyalty Customers 98

Clarivate

MAY 24, 2022

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate. Since then, we have been moving full speed ahead – remaining focused on ways we can take action faster with greater purpose, making sustainability part of our global culture and improving our measurem

Government 98

Government Exercises Innovation Report 98

Perkville

MAY 23, 2022

GymSales and Perkville now integrate to create a seamless flow of referrals from one platform to another.

98

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