Uplight
APRIL 6, 2020
As the COVID-19 pandemic continues to spread, it has become clear that we are not living in an environment of business as usual. So much of what we took for granted has shifted or been challenged. Customers who generally spend only a few minutes a year thinking about their energy bill are starting to look Read More. The post Principles of Utility Customer Communication During COVID-19 appeared first on Uplight.
Beyond Philosophy
APRIL 9, 2020
Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.
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eglobalis
APRIL 8, 2020
The number of companies willing to help us humans during the COVID-19 crisis is truly amazing. Medtronic is an amazing exception by going the extra mile, in their customer experience. The post Medtronic Puts Humans FIRST in Heroic COVID-19 Response appeared first on Eglobalis.
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.
Experience Matters
APRIL 8, 2020
The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
APRIL 10, 2020
In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today, I love this idea and this ability that organizations are finding a way to repurpose—almost on a dime.
Calabrio
APRIL 9, 2020
COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home model, a cloud-enabled remote workforce is the new imperative.
Kerry Bodine
APRIL 9, 2020
The coronavirus pandemic has ushered in a new way of life for people around the world. And, no big shocker here: Our collective behavior is impacting businesses large and small. With data starting to trickle out about what people are actually doing during the time of COVID-19, I thought it would be helpful to consolidate this information so that businesses can make informed decisions about how to move forward.
Experience Matters
APRIL 6, 2020
XM Institute is launching the XM Professionals Network Online Forum, (XMPN Online). The goal is to help XM professionals around the world connect with each other, learn from each other, and tap into the latest thinking from the XM Institute. The post Introducing the XM Professionals Network Online Forum appeared first on Experience Matters.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Customer Bliss
APRIL 9, 2020
In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. This Daily Dose of OPTIMISM! is brought to you by the choral concert of the Chino Valley Unified School District.
InMoment XI
APRIL 7, 2020
Learning to Adapt in a Changing Industry Industries across the entire business landscape are in a state of perpetual change and development. The products and services are changing, the methods of delivering those products and services are changing, the way we market to our customers is changing, even the customers themselves and their expectations are.
NICE inContact
APRIL 8, 2020
COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.
Experience Investigators by 360Connext
APRIL 7, 2020
It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic. “Their people just get it!
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
Customer Bliss
APRIL 6, 2020
In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today, I want to talk about the grocery store chain H-E-B , which is showing their humanity in a very special way.
C3Centricity
APRIL 4, 2020
We need to better understand shoppers. Why? Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK just upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents.
NICE inContact
APRIL 5, 2020
With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.
Experience Matters
APRIL 7, 2020
The way we live has changed due to COVID-19. As a result, organizations face the dual challenge of meeting dramatically different customer, employee, and partner needs while operating in a new economic environment. The discipline of Experience Management (XM) can help successfully navigate through this time because it enables organizations to continuously learn, propagate insights, and rapidly adapt to meet new and evolving needs.
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.
Storyminers
APRIL 6, 2020
A few months ago, no company or business would have thought to prepare for a pandemic. However, everyone is currently experiencing an unprecedented situation, which has forced us to stand back, breathe and think. Even though companies are usually taking a step back in times of crisis (for example, during the global economic recession of 2007-2009), this case is totally different.
ReviewTrackers
APRIL 8, 2020
Social Media Marketing for Restaurants. More consumers than ever are discovering great restaurants through social media. It therefore makes sense that a growing number of restaurants are integrating social media into their restaurant marketing strategy. According to Cornell University , approximately 75 percent of independent restaurateurs use social media to attract diners, and as much as 59 percent of chain restaurants and franchise brands do the same.
NICE inContact
APRIL 8, 2020
COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.
PeopleMetrics
APRIL 8, 2020
Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. S tudy highlights include: Less than half (45%) of employees are satisfied with their employer’s response to COVID-19.
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Heart of the Customer
APRIL 9, 2020
Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.
Comm100
APRIL 7, 2020
Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to help contain the spread of the virus, while trying to continue operations ‘as normal’. Many industries and companies find themselves in one of three camps: it’s had a negative impact on them, they are fortunate that their service or product is less affected by these circumstances, or they are benefiting from it.
NICE inContact
APRIL 6, 2020
With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.
Wired and Dangerous
APRIL 6, 2020
We are in the midst of a terrible pandemic with far ranging impacts. People are dying from this horrible virus, businesses are closing all around us and families are losing everything. It is a tough time and from everything we hear this will continue for a while. Our heartfelt thanks go out to all of the brave first responders and the medical community who are working so hard to save lives in a dangerous environment.
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.
ShepHyken
APRIL 8, 2020
I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.
Comm100
APRIL 6, 2020
There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service.
TechSee
APRIL 7, 2020
As the impact of the COVID-19 pandemic intensifies in a growing list of countries, leading enterprises are seeking out solutions that enable them to protect key personnel and customers while maintaining service delivery. To address the unprecedented fallout of the coronavirus, business continuity planning increasingly involves a reliance on remote support technologies that allow employees to work from home and reduce the technician dispatches that could put essential workers at risk.
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