Comm100
NOVEMBER 10, 2021
Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Not only are chatbots convenient, but they’re also quickly becoming necessary thanks to their ability to provide customers with 24/7 service.
Uniphore
NOVEMBER 11, 2021
Vijai Shankar, Vice President, Uniphore, What are the key transformative initiatives that will shape tomorrow’s customer experiences? Research shows that enterprises are betting on automation and AI to lead the way. And those that have already implemented these key innovations are seeing big returns on their investments. From intelligent self-service to real-time agent assistance, many of the solutions available today are delivering next-gen results at scale—and the future looks even brighter.
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InMoment XI
NOVEMBER 9, 2021
Whether your program is just getting started or has stagnated over the years, this post is for you! Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.
Alida
NOVEMBER 11, 2021
Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers. Whether through direct efforts, or as a byproduct of their ever-growing tech stack, there’s a wealth of operational and transactional data pouring into your business every second.
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
NICE inContact
NOVEMBER 7, 2021
I bought a new "assemble-it-yourself" desk and chair last month to better accommodate my work-from-home lifestyle.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 9, 2021
Whether your program is just getting started or has stagnated over the years, this post is for you! Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.
Alida
NOVEMBER 10, 2021
We sat down for a virtual fireside chat with Jenny Yi, Sr. Community Insights Manager at J.Crew Group, Inc. to learn their secret to long-standing success in the retail space. In such a highly competitive industry, retailers can’t afford to miss the mark, but J.Crew has uncovered the key to navigate the retail landscape—by putting customers first. They’ve built a Voice of Customer program, powered by Alida’s TXM platform, that enables the organization to invest confidently into new product lines
GetFeedback
NOVEMBER 7, 2021
During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX).
QuestionPro Audience
NOVEMBER 6, 2021
Sampling is undoubtedly a very important process in an investigation. Thanks to this process, the correct answers or the most actionable results can be obtained. That is why today we decided to learn more about River Sampling so that you can evaluate if it is what you need for your project. River sampling is a type of non-probability sampling that came to be incorporated into the already impressive set of available data collection methodologies.
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
InMoment XI
NOVEMBER 11, 2021
What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. Those things are certainly important, but they’re insufficient for creating true Experience Improvement (XI) and getting your organization to the top of your market.
Bill Quiseng
NOVEMBER 6, 2021
When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied. But their satisfaction does not guarantee their return. The good news is that your satisfied customers didn’t complain.
IntouchInsight
NOVEMBER 11, 2021
Mystery shopping works. But, to reap the rewards, you need the right program, the right questions, and the right partner.
ShepHyken
NOVEMBER 10, 2021
Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.
Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester
Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!
InMoment XI
NOVEMBER 11, 2021
What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. Those things are certainly important, but they’re insufficient for creating true Experience Improvement (XI) and getting your organization to the top of your market.
Beyond Philosophy
NOVEMBER 11, 2021
Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .
IntouchInsight
NOVEMBER 10, 2021
This month we have rolled out several new product features in the Intouch Platform and IntouchCheck™ that we are so excited for you to begin using.
Uniphore
NOVEMBER 11, 2021
For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever. Each conversation contains a wealth of data—from emotional nuances to signals of intent—that businesses can leverage to optimize CX and drive revenue growth.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Eptica
NOVEMBER 11, 2021
Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an
IntouchInsight
NOVEMBER 10, 2021
Since the early days of the COVID-19 pandemic petro and convenience stores have demonstrated just how nimble they can be by rolling out new operational initiatives and last mile services. While lockdowns and travel restrictions meant we didn’t have to fill up our gas tanks as frequently, some changes in consumer priorities played directly to the strengths of convenience stores.
Uniphore
NOVEMBER 11, 2021
Ravi Saraogi, Co-founder and President APAC, Uniphore and Loan Kiss, Sitdown Events. As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational efficiency, productivity and growth, business leaders are turning to technology to bridge the gap between rising customer demands and limited human resources.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
dscout People Nerds
NOVEMBER 11, 2021
[dscout x HmntyCntrd] How anti-Blackness plays out in digital spaces and tips on how to go beyond cosmetic diversity.
DemandJump
NOVEMBER 11, 2021
Keywords are individual words or phrases that help represent the content of a website. They are beneficial to both users and web page owners because they help organize a lot of information into manageable, searchable words and phrases that allow us to connect.
The DiJulius Group
NOVEMBER 8, 2021
Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? If so, then you have what is known as employee roulette. Employee roulette is a problem most organizations have. There is good news: You can significantly. Read Full Article.
Uniphore
NOVEMBER 11, 2021
For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever. Each conversation contains a wealth of data—from emotional nuances to signals of intent—that businesses can leverage to optimize CX and drive revenue growth.
Advertiser: ZoomInfo
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
Blueshift
NOVEMBER 12, 2021
Though similar in perceived meaning, omnichannel vs. multichannel in ecommerce are two very different marketing avenues a brand can use to reach its target audience. Today, we’ll be discussing the five main differences between omnichannel marketing vs. multichannel marketing. The post 5 Differences Between Omnichannel vs. Multichannel in Ecommerce appeared first on Blueshift.
Help Scout
NOVEMBER 9, 2021
Use this guide to identify your specific support software needs, understand the types of solutions to look for, evaluate your options, and get leadership buy-in.
Totango
NOVEMBER 8, 2021
The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.
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