InMoment XI

JANUARY 10, 2022

It’s popular to believe that COVID-19 created the unprecedented employee exodus we’ve all come to know as The Great Resignation. For months now, we’ve seen brands struggle to retain employees as millions of workers across virtually every sector of the economy and society leave their jobs, citing a similarly diverse range of reasons for leaving. These include, but are by no means limited to, insufficient pay, hazardous work environments, and having to put up with belligerent customers.

Employee Engagement 370

Employee Engagement Engagement Employee Experience Brands 370

Bill Quiseng

JANUARY 10, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Leadership 167

Leadership Culture Loyalty Engagement 167

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Customer interactions aren’t what they used to be, and if you’re wondering whether your contact center operations are meeting expectations or if it’s time to innovate, keep r

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.

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Meeting Culture Exercises Connections 246

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

Retail

InMoment XI

JANUARY 13, 2022

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incred

Case Study 370

Case Study NPS Survey Analytics 370

Comm100

JANUARY 13, 2022

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line. The goal of any customer service team should be to achieve digital CX excellence, but what does it really mean?

Omni-Channel 191

Omni-Channel Customer Experience Chatbots Knowledge Base 191

Gainsight

JANUARY 10, 2022

TL; DR (Too Long; Didn’t Read): Gainsight acquired SaaS Community Software leader inSided! For the mundane version of this news, click here. And to see a video of Robin van Lieshout (CEO of inSided ) and me sharing the news, with a bit of rapping embedded, click here. What comes to mind when you think of community? Maybe it’s connecting and networking with peers?

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Uniphore

JANUARY 14, 2022

WEBINAR. Strategic roadmap to deliver new-age customer experiences. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? Customers are vouching for brands that empower their agents and treat employees better.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

The DiJulius Group

JANUARY 10, 2022

In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed. It is no longer about building a perception. Read Full Article. The post Chief Marketing Officers Need to Adapt or Risk becoming Extinct appeared first on The DiJulius Group.

Marketing 129

Marketing Groups Brands 129

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.

Employee Experience

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Published on: January 10, 2022. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

IntouchInsight

JANUARY 12, 2022

The new year brings new opportunities. Despite all the curveballs 2021 threw at us and our partners, we’ve continued to have a discernible impact working with amazing brands across North America and are excited to continue to grow in 2022. We always kick off the new year with some kind of reflection on the past one, but this time we felt it would be helpful to consider the past two years given that similar challenges have overlapped.

Brands 120

Brands 120

ReviewTrackers

JANUARY 12, 2022

Omni-Channel 119

Omni-Channel Marketing Brands 119

inSided

JANUARY 10, 2022

We’ve just announced that Customer Success software giant Gainsight has acquired 100% of the shares of inSided, a truly proud moment for me and the team. In this blog post, I’ll give some honest and open perspectives on how this all came together.

Software 23

Software Customer Success Customers 23

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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

Help Scout

JANUARY 12, 2022

Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.

Customer Service 111

Customer Service Tips Customers Customer Experience 111

Merkle

JANUARY 12, 2022

In today’s landscape of fragmented consumer behavior, media consumption, and attention spans, strategic partnerships present exciting opportunities to introduce brands to consumers in new and unexpected ways. Over time, partnerships can achieve a variety of customized goals and initiatives unique to each brand’s needs and vision.

Consumers 110

Consumers Brands Customers 110

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3% for the forecast period. There are more than 300,000 property management companies in the US alone.

Self Service 109

Self Service Management Technology Video 109

inSided

JANUARY 10, 2022

Amsterdam — January 10, 2022 — Gainsight, the Customer Success company, today announced it has completed its acquisition of the leading Customer Success Community Platform inSided.

Customer Success 22

Customer Success Company Customers 22

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.

Data

Blueshift

JANUARY 12, 2022

Imagine this: you’re a marketer who’s trying to sell a streaming service or social media platform to a goldfish. Sounds tricky, right? Considering the theory that’s been swirling around the past few years — that humans now have an eight-second attention span. The post Keep Subscribers Coming Back with These Top 5 Omnichannel Campaigns appeared first on Blueshift.

Omni-Channel 105

Omni-Channel Social Media Marketing Customer Experience 105

BirdEye

JANUARY 11, 2022

Search Engine Optimization (SEO) is important in today’s world because the customer journey starts online. 81% of consumers conduct an online search before physically going into a store but only 25% of internet users ever even go to the second page of Google search. That’s why it’s vital that your business ranks well, because even if you have a website and you show up on Google, if you’re not on that first page you’re not going to get near the number of clicks that

Tips 105

Tips Connections Management Examples 105

Brandwatch CX

JANUARY 14, 2022

Industry 104

Industry Retail Trends Marketing 104

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological in

Customer Success 100

Customer Success Management How To Leadership 100

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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.

Voice of Customer

Uniphore

JANUARY 13, 2022

The post December 2022 appeared first on Uniphore.

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100

Survicate

JANUARY 14, 2022

The post How to Improve a Low NPS? 7 Steps to Success appeared first on Survicate.

NPS 98

NPS How To Feedback Customers 98

Brandwatch CX

JANUARY 14, 2022

Entertainment 103

Entertainment Industry Trends Marketing 103

Clarivate

JANUARY 14, 2022

Highly Cited Researchers 2021 are based at more than 1,300 institutions. In this interview, we speak with Korea University about how it encourages collaboration, facilitates career growth and accelerates innovative research. 1. Do you have programs to celebrate Highly Cited Researchers? Korea University promotes various projects to create a research-friendly ecosystem with a focus on social contribution through researcher-centric and practical research along with knowledge creation.

Case Study 98

Case Study Study Analysis Trends 98

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.

Trends

Uniphore

JANUARY 12, 2022

The post November 2022 appeared first on Uniphore.

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100

Knowmax

JANUARY 13, 2022

The post 5 ways to be a good knowledge manager appeared first on Knowmax.

Management 98

Management How To Knowledge Base Software 98

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. As a result, Customer Success leaders continue to increase their prominence and power within the organization.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98