TechSee

FEBRUARY 21, 2022

It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any point in history. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. There is a good reason for their optimism. 80% of US survey respondents indicated that they accelerated their AI adoption over the past two years.

Innovation 109

Innovation Company Self Service Insurance 109

IntouchInsight

FEBRUARY 22, 2022

Mystery shopping is a commonly used tool to help brands ensure that their employees are delivering on brand standards and adhering to operating standards. Brands who utilize these types of programs are already ahead of the game when it comes to improving performance resulting in immediate impacts on the bottom line. But, those that truly excel are the ones that do more with the data and insights that they are already gathering.

Data 156

Data Brands Tools Tips 156

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? Shouldn’t they want to cultivate the kind of behavior advocacy represents? That’s my belief. And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate

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Company B2C Employee Experience Culture 397

GetFeedback

FEBRUARY 23, 2022

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay.

Customer Experience 362

Customer Experience Customers 362

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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

Steve DiGioia

FEBRUARY 24, 2022

Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies. But shouldn’t they realize that a small customer can lead to a bigger customer , increased business, and more customers down the road?

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Tips Study Sales Customer Service 208

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. So how should a CX practitioner go about bridging that gap in communication?

Tips 370

Tips ROI Metrics Touchpoint 370

Alida

FEBRUARY 22, 2022

Autodesk, Inc. is an American multinational software corporation ??with a diverse portfolio of software products and services for the architecture, engineering, construction (AEC), manufacturing, media and entertainment, and education industries.

Innovation 130

Innovation Entertainment Software Industry 130

ShepHyken

FEBRUARY 23, 2022

When you flip a light switch, you know exactly what to expect. The light comes on – right away. No hesitation. It happens immediately. . The human brain loves instant results. Let’s use the TV as an example. It was a number of years ago, but I remember the frustrating feeling like it was yesterday. I switched to a new satellite system for the internet and TV.

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Competitive Advantage Customer Focused Customer Service Training Video 132

Eptica

FEBRUARY 25, 2022

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. Published on: February 25, 2022. Author: Pauline Ashenden - Demand Generation Manager As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers.

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Self Service Engagement System Interaction 125

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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

InMoment XI

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close. One of my first jobs whilst studying at university was manually coding thousands of verbatims about pet food.

Analytics 370

Analytics Software Tips eBook 370

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers wan

Customer Journeys 114

Customer Journeys Touchpoint Software Customers 114

ShepHyken

FEBRUARY 22, 2022

Teaching Employees How to Smile. Serving Internal Customers First. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first. Top Takeaways: Teaching employees how to “smile” starts with having employees feel comfortable in their skin, having them feel like they are in a place where they can, and allowing them to

Leadership 125

Leadership Culture Training Groups 125

Myra Golden

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.

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Video Customers Industry Customer Service 111

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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

Bill Quiseng

FEBRUARY 22, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality for business leaders. These “Profits over People” traditionalists 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 traditionalists do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Customer Care 97

Customer Care Culture Employee Experience Customers 97

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Unfortunately, the reality is that most businesses don’t have the budget or the expertise to do so. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs.

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Contact Center Call Center How To Multi-Channel 105

Totango

FEBRUARY 25, 2022

Have you seen what Totango is working on? We wrapped up 2021 with a few game changing innovations and are excited to get on the road again with another exciting year of new features. . In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution.

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Roadmap Innovation Customer Success Tools 98

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. I share them because I have also learned that if you don’t deal with them correctly, you can endanger your career. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience.

Engagement 88

Engagement Consulting ROI Course 88

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

Joe Rawlinson

FEBRUARY 21, 2022

So, you have aspirations to mold the minds of modern society through online teaching. That is certainly an amazing notion, but you must understand how to go about creating a reputation and a subsequent business for your teaching desires. Starting an online teaching business can be relatively easy, but ensuring it is a truly successful endeavor will take a considerable amount of work.

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How To Trends Tools System 88

Kustomer

FEBRUARY 25, 2022

image source: superoffice.com. It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. They’re likely to peruse items and pursue purchases both online and in-store using a variety of methods. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012.

Multi-Channel 101

Multi-Channel Omni-Channel Touchpoint e-support 101

dscout People Nerds

FEBRUARY 22, 2022

It’s tricky to stay completely neutral and keep participants engaged, but over-excitement can lead to dishonest answers. Use these tips to find the right mix of the two.

How To 102

How To Tips Engagement 102

Adrian Swinscoe

FEBRUARY 25, 2022

In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […]. The post Customers know how to solve data, privacy and AI trust issues. Brands should listen to them first appeared on Adrian Swinscoe.

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Brands Data How To Consumers 98

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. They’re also full of insights and knowledge that can help take your business and your products to the next level. But how do you tap into this well of information, and how can you use it to your benefit? That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching

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Feedback Loyalty Roadmap Customers 98

Advantage Communications

FEBRUARY 25, 2022

Businesses have experienced some significant changes in how they operate and communicate with their customers over the past couple of years. The pandemic has been the driver of reduced operating hours, a surge in online sales and workforce interruptions.

Trends 98

Trends Customer Service Sales Communication 98

Kapta Customer Success

FEBRUARY 22, 2022

Customers will leave for just about any reason today — and more often than not, it doesn't even have anything to do with your product or service. Research shows 92% of customers would leave after two or more bad experiences, 68% would go if they believe the company doesn't care about them, and 56% stop buying from brands they consider unethical.

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Management How To Customers Brands 97

Help Scout

FEBRUARY 25, 2022

Here are the best tips, tricks, and templates to use to improve your team’s processes for writing exceptional customer service emails.

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Tips Customer Service Exceptional Customer Service Customers 111

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

ChurnZero

FEBRUARY 25, 2022

Startups in today’s environment have the challenge of meeting rising customer expectations while trying to determine product-market fit and a path for growth and probability. By investing in Customer Success from the start, startups can build loyal and engaged customers who ultimately become brand advocates. Jennifer Chiang author of “The Startup’s Guide to Customer Success,” joined us to share how Customer Success can help you as you scale your startup.

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Customer Success Metrics Sales Course 96

Advantage Communications

FEBRUARY 22, 2022

Customer service outsourcing has a number of great benefits, but it might not offer the best ROI for all companies - while some businesses may just not have the right motives when choosing to outsource.

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Customer Service ROI Customers Company 96

The DiJulius Group

FEBRUARY 22, 2022

World’s Most Admired Companies Fortune Magazine’s 2022 list of the World’s Most Admired Companies was released and it is a very interesting list indeed. It shouldn’t surprise anyone that as you scroll down, the companies that have a reputation for providing a world-class customer experience dominate the list. You will see brands such as Apple. Read Full Article.

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Brands Groups Customers Customer Experience 95