GlowTouch

APRIL 2, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail The Pandemic Makes Online Customer Support More Important Than Ever. There are few things today that are not impacted by computer technology in some way. Billions of people carry a high-powered computer with them at all times. There is even a condition called nomophobia, which is anxiety caused by being separated from one’s smartphone for a prolonged period.

e-support 52

e-support Contact Center Return on Investment Consumers 52

Experience Investigators by 360Connext

MARCH 30, 2021

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article that follows.

Customer Journeys 251

Customer Journeys Examples Brands Video 251

Comm100

MARCH 30, 2021

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment. Companies across industries slashed their budgets to accommodate the economic downturn, all while scrambling to meet new health guidelines and escalating customer demands.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

ECXO

APRIL 1, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.

Strategy 296

Strategy Exercises Study Customer Expectations 296

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

GetFeedback

APRIL 1, 2021

4 tips from the SurveyMonkey CX Leader Roundtable Community.

Feedback 248

Feedback Tips Customers 248

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.

Customer Service Training 159

Customer Service Training Feedback Customers Groups 159

NICE inContact

MARCH 31, 2021

Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.

Contact Center 158

Contact Center Customer Service Customers 158

GetFeedback

MARCH 31, 2021

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Customer Satisfaction 221

ECXO

APRIL 2, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. ECXO partners with The CX Academy We’re pleased that The CX Academy has chosen the ECXO – European Customer Experience Organization to be a partner of their top and practical CX education and certification program & we look forward to this fantastic collaboration.

Course 156

Course Employee Experience Tools Industry 156

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.

Marketing

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Listen to the audio or read the article.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

NICE inContact

MARCH 29, 2021

No one would disagree that technology has improved customer service exponentially. Technology continues to enable contact centers to operate more efficiently, to be responsive in real time, and to create customer experiences that exceed their expectations, especially across an expanding array of digital channels.

Contact Center 156

Contact Center Technology Customers Customer Service 156

GetFeedback

MARCH 28, 2021

Your guide to all things customer satisfaction, from measuring CSAT to example questions and best practices.

Customer Satisfaction 221

Customer Satisfaction Survey Measurement Customers 221

ECXO

APRIL 2, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Dr. Marcell Vollmer first guest speaker Our first speaker will be Dr. Marcell Vollmer, Partner and Director at BCG, when 14th April 7 pm CET and 6 pm UK on zoom webinars. Dr. Vollmer is one of the leading global authorities in Supply Chain procurement experience.

Employee Experience 156

Employee Experience Innovation Groups Technology 156

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

Storyminers

APRIL 2, 2021

The post Sculpting Your Client Experience – The Winning Tactics Podcast appeared first on Storyminers.

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NICE inContact

MARCH 29, 2021

Some health care organizations and providers have taken note of and have already moved into the future. For example, some New York City providers use text message patient outreach to keep track of patients who cancel appointments, which has made a serious dent in patient no-show rates. Another multi-regional organization is tapping chatbot technology to supplement call center patient outreach and push out coronavirus test results in near-real-time.

Consumers 156

Consumers Meeting Call Center Chatbots 156

Beyond Philosophy

MARCH 27, 2021

What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Brandwatch CX

MARCH 30, 2021

Financial 140

Financial Consumers Trends 140

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

Storyminers

MARCH 31, 2021

Are you caught up in life’s troubles and don’t want to take any more of it? Do you desire an accomplished life? Do you want to develop the right mindset that drives your passion? Are you concerned about life’s deepest challenges? Or does the world look too bleak from your perspective? The Dave Pamah show seeks to revive, restore, awaken and reform your innermost capabilities.

Connections 147

Connections Management Customer Experience Customers 147

NICE inContact

MARCH 28, 2021

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like." Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.

Call Center 156

Call Center Self Service Lifetime Customer Software 156

Inbenta

MARCH 30, 2021

Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer

Self Service 136

Self Service Customer Service Marketing How To 136

Alida

APRIL 1, 2021

The streaming media market is, at times, a tale of contrasts. On one hand, the market is booming: According to MarketsandResearch, the global streaming media market is on pace to expand at a 23.2% compound annual growth rate (CAGR) between 2021 and 2025. At the same time, you’ve no doubt noticed that the number of competitors has ramped up in recent years, siphoning off customers and cutting into revenue.

Marketing 130

Marketing How To Study Entertainment 130

Advertisement

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

Storyminers

APRIL 2, 2021

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ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention Industry How To 123

Brandwatch CX

MARCH 30, 2021

Entertainment 122

Entertainment Industry Trends 122

Alida

MARCH 29, 2021

A video survey is a qualitative research survey with one or more embedded video questions.

Video 130

Video Survey Customer Engagement Engagement 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

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.

Self Service 118

Self Service Customer Service e-support Average Handle Time 118

Daniel Group

APRIL 1, 2021

This content is password protected. To view it please enter your password below: Password: The post Protected: What is Your Customer Trying to Tell You? appeared first on The Daniel Group.

Groups 118

Groups Customers Strategy 118

Totango

MARCH 30, 2021

If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?

Customer Success 118

Customer Success Customer Journeys How To Customers 118