InMoment XI
DECEMBER 3, 2021
The road to more inclusive experiences is rarely straightforward, which is why it’s imperative for organizations to consider as many voices as possible along their inclusion journey. Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming.
Comm100
DECEMBER 2, 2021
In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services. 1.
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NICE inContact
NOVEMBER 29, 2021
We all get mad. Boy, do we get mad. We all have our triggers. Someone cuts us off in traffic. We’re given the wrong order.
Experience Investigators by 360Connext
NOVEMBER 30, 2021
Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I get it. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. But in order to do so, those journey maps must be built on a foundation of a true picture of your customer.
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
Alida
DECEMBER 2, 2021
Alida has been a significant voice of the customer (VoC) vendor for over two decades. Last year, Gartner included us in its 2020 Gartner® Magic Quadrant™ for Voice of the Customer. And now, in 2021, Gartner has positioned Alida as a Visionary in its latest 2021 Gartner® Magic Quadrant™ for Voice of the Customer.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
NOVEMBER 29, 2021
The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.
NICE inContact
DECEMBER 1, 2021
The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate.
Alida
NOVEMBER 29, 2021
Now that you’ve been gathering valuable customer insights with your insight community and your CX strategy is yielding impactful results, you might be wondering how to take this program to the next level. This may seem daunting, however we’re here to guide you through two ways to scale your customer insight program by providing real examples from Twitter and PokerStars.
InMoment XI
DECEMBER 1, 2021
It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and retention. But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers. The Difference Between Loyalty Marketing Programs and Customer Experience.
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.
Comm100
NOVEMBER 29, 2021
If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now? Whatever your industry, live chat is an incredibly effective channel – when used correctly.
NICE inContact
NOVEMBER 29, 2021
It’s the small details and the experience of being cared for that ultimately drives a customer to stay with your company for life. So, give your customers something to be thankful for this year, and you’ll find they will pay you back tenfold.
QuestionPro Audience
NOVEMBER 29, 2021
Demographic questions are at the crux of every research survey. Researchers usually place these questions at the beginning of studies to quickly visualize their respondents. Knowing your respondent mix well can help you make better, more accurate decisions. But, demographic questions contribute to the length and time taken to complete surveys. Basic questions like age, gender, income, education, occupation, etc., are essential and they help you picture your respondents better.
IntouchInsight
NOVEMBER 29, 2021
Out of the frying pan and into the fire! Now that government mandated shutdowns are behind us and businesses are allowed to keep their doors open, brands are facing a shortage of front line workers across all industries. And this labor shortage doesn’t appear to be ending any time soon with a recent report saying 45% of frontline employees plan to leave their current jobs.
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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.
Comm100
NOVEMBER 29, 2021
The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.
ShepHyken
DECEMBER 3, 2021
This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50
Customer Bliss
NOVEMBER 29, 2021
Who among us hasn’t wondered at some point if that slew of tests ordered for ourselves or our loved ones was necessary? Or worried about the effect of repeated scans or the cost? Or if we really need that medication? More important, in the increasing complexity of healthcare, who doesn’t yearn for more conversation about why tests are ordered, and their impact in the near and short term?
Brandwatch CX
NOVEMBER 30, 2021
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.
ShepHyken
DECEMBER 1, 2021
In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?
Vanilla Forums
NOVEMBER 30, 2021
Our 7th annual Community Predictions edition is almost here!
PeopleMetrics
DECEMBER 1, 2021
This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.
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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.
DemandJump
DECEMBER 3, 2021
As semantic search becomes increasingly prominent for search engines, your content not only needs to include relevant keywords, but it must address your target topic in-depth—explaining intent, behavior, and context.
Survicate
DECEMBER 3, 2021
The post How to Create a Survey? 13 Actionable Steps for Success appeared first on Survicate.
Help Scout
DECEMBER 1, 2021
Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control.
Totango
DECEMBER 1, 2021
When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.
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.
Zonka Feedback
DECEMBER 3, 2021
Are you thinking of using Live Polls for your upcoming meetings? Good idea! If you are working remotely, which most companies have been for a couple of years, virtual meetings and web conferences must be a part of your life.
Influitive
DECEMBER 2, 2021
The Influitive Best Advocate Marketing Awards (BAMMIES) bestow the highest honor for trailblazing companies that are leveraging the collective power and influence of their customers to achieve their business goals, and this was yet another year packed with incredible submissions. Our finalists have demonstrated creative excellence, innovation and record-smashing results, all while remaining employee and […].
Vanilla Forums
DECEMBER 2, 2021
Inclusion and diversity are topics that, in a general sense, have been catapulted into the spotlight over the past couple of years.
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