Alida
DECEMBER 7, 2021
At Alida Activate 2021, industry leaders around the world gathered to share the latest and greatest in customer experience (CX) best practices, thought leadership, and more. One of the most impactful sessions was with Maxie Schmidt, VP and Principal Analyst at Forrester breaking down the best approach to implementing a successful CX program.
Comm100
DECEMBER 7, 2021
If you’re reading this blog, you’ve likely learned of the benefits of chatbots and now need to choose the best chatbot for your school. (If you’re still unsure, take a look at the cost-savings of chatbots with this Chatbot ROI Calculator.). With so many chatbots in the market and the many ways that they can be used, it can be a challenge to know where to begin.
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Bill Quiseng
DECEMBER 6, 2021
It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl
InMoment XI
DECEMBER 9, 2021
You might have seen Apple’s latest privacy announcement , which gives users even more power to control which apps and websites are able to collect their personal information. Apple announced it is cracking down, protecting data from third parties, checking up on app privacy, and enhancing internet privacy. For instance, a new feature in the Mail app, Mail Privacy Protection, stops senders from using invisible pixels to collect information about the user.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Alida
DECEMBER 10, 2021
The best decisions are made with customers, not for them. But this isn’t always easy. During Alida Activate—Fall ‘21 , however, we got to hear from two pioneers in this area who showed us that type of transformation is entirely possible.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 8, 2021
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.
InMoment XI
DECEMBER 6, 2021
I may be dating myself here, but does anyone else remember sitting in a conference room surrounded by sets of data tables and analyses so you could then manually pull numbers, read through all the comments, and manually populate reports? And after all of that, you still had to manually tweak those reports for each audience! It took days to complete a report.
Uniphore
DECEMBER 7, 2021
This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, obstacles still loom. The? supply chain isn’t smoothing out. Customers may still flock to big online retailers and avoid brick-and-mortar establishments.
NICE inContact
DECEMBER 8, 2021
The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs. However, now that things are getting (somewhat) back to normal, a significant percentage of American workers have decided not to go back to work.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Help Scout
DECEMBER 7, 2021
Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.
Uniphore
DECEMBER 6, 2021
Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.
The DiJulius Group
DECEMBER 6, 2021
One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it a quandary, because make no mistake about it, it is here to stay. The sooner businesses and its leaders realize this, the sooner they can pivot and find long-term solutions that can reduce the negative. Read Full Article. The post How to Solve the Work from Home Quandary appeared first on The DiJulius Group.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Beyond Philosophy
DECEMBER 10, 2021
Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS).
Uniphore
DECEMBER 6, 2021
Balaji Raghavan is Chief Technology Officer at Uniphore. Balaji joins Uniphore with two decades of experience building large-scale software solutions that have reshaped how people get things done in their lives at both start-up environments and large established teams at places like Google and Lyft. Before joining Uniphore, Balaji was at Lyft where he led engineering teams on Marketplace, rider and driver experiences, core services, mapping and machine learning.
Help Scout
DECEMBER 9, 2021
Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?
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.
Totango
DECEMBER 6, 2021
What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.
Doing CX Right
DECEMBER 4, 2021
Jeannie Walters explains the importance of a customer experience mission and how to "Create Fewer Ruined Days for Customers.”. The post Everyday Ways To Live Your CX Mission appeared first on Doing CX Right.
Uniphore
DECEMBER 6, 2021
As more organizations embrace hybrid work models, the IT helpdesk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%. Further, 33% of help desk staff are not happy about the support they offer, requiring management action to prevent inefficiencies and attrition.
Stella Connect
DECEMBER 7, 2021
The future of customer service is here, and brands that prioritize collecting customer feedback to improve customer satisfaction and put winning strategies in place to deliver an excellent customer experience stand to strengthen existing customer loyalty, attract new customers through positive word of mouth, and gain an advantage over the competition. .
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Adrian Swinscoe
DECEMBER 10, 2021
Privacy. Security. Justice. Equity. Accessibility. If you mentioned these words to pretty much anyone, they would probably all agree that they were important. But, ask them […]. The post The problem at the heart of personalization first appeared on Adrian Swinscoe.
DemandJump
DECEMBER 10, 2021
The best approach to content optimization for existing content is like brain surgery—make precise, small changes while disturbing as little else as possible.
CSM Magazine
DECEMBER 10, 2021
The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer. Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job.
Feedbackly
DECEMBER 10, 2021
Does your organization need CX-oriented training? Is it really that important? Can’t you figure it out on your own? Well, the Future CX Outlook.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Blueshift
DECEMBER 9, 2021
We recently sat down with Cat Covert — Head of Email Marketing, HealthQuotes, at Massive & Company LLC — to learn how Blueshift has played a role in her marketing success as well as the tips she has for marketers looking for the right solution to up-level their marketing strategies. The post Q&A with Cat Covert: What Makes Blueshift a Marketer’s Go-To?
Clarivate
DECEMBER 8, 2021
To examine fast-moving, emerging areas of science, Clarivate and the Chinese Academy of Sciences partnered to identify dynamic areas of research. Read more. Research Fronts 2021 , marks the eighth collaboration between the two organizations. The 2021 report, like its predecessor, bases its findings on Research Fronts, which are self-organizing clusters of related research identified by citation analysis.
kommunicate
DECEMBER 8, 2021
In the month of November, we have added some new features to your favorite customer support tool. WebApp Chat Transcripts Now you can send Chat transcripts to your users via your own email. Just head over to Settings > Conversation > Chat Transcript and setup your email Chat Widget Similar to the hide-post CTA setting, [.]. The post Here’s What’s New from November 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.
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