Kerry Bodine

OCTOBER 11, 2021

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom , two companies known for their customer obsession (which, as a customer, I can personally attest to myself); Marketing software companies Adobe and Hubspot (which have both positioned themselves at providing

Connections 227

Connections Employee Engagement Study Employee Experience 227

Bill Quiseng

OCTOBER 10, 2021

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. A persona is many customers wrapped all in one. But a customer is just one individual. Unlike a customer persona, each customer is different from the other.

Customers 190

Customers Course Interaction Customer Service 190

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? “How did you go bankrupt?” Bill asked. “Two ways,” said Mike. “Gradually, then suddenly.”. You may be familiar with this passage from Ernest Hemingway’s The Sun Also Rises, which in just three words sums up an intense effect we all feel at times. The sensation of change happening slowly, then all at once. At least, that’s how it seems when small actions compound over time and culminate in a sudden shift.

Customer Success 97

Customer Success Metrics Customers Trends 97

InMoment XI

OCTOBER 11, 2021

People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. After all, your employees are the ones keeping the wheel running. And if they don’t feel supported in their goals, employees are three times more likely to be job hunting. A successful employee experience (EX) program, then, must be at the top of your priority chain—and a successful EX program is one that allows employees to remain anonymous.

Employee Experience 370

Employee Experience Feedback ROI Culture 370

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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

Alida

OCTOBER 13, 2021

FURTHER POSITIONING THE COMPANY TO REVOLUTIONIZE THE WAY ORGANIZATIONS AROUND THE WORLD ELEVATE THE TOTAL EXPERIENCE FOR THEIR CUSTOMERS AND EMPLOYEES. Just last month we celebrated the first anniversary of our new brand, Alida. Over the past year we have achieved a remarkable number of milestones – the release of 123 new customer-led product innovations; an ever-growing customer roster of the world’s top brands; expansion into new geographies; prestigious awards recognizing our workplace cultur

Culture 246

Culture Innovation Brands Industry 246

Uniphore

OCTOBER 14, 2021

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.

Technology 182

Technology Chatbots Innovation Policies 182

InMoment XI

OCTOBER 14, 2021

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Journey mapping allows organizations to better understand the interactions and relationships that various audiences share with you, which allows you to create Experience Improvement (XI).

Customer Journeys 364

Customer Journeys Touchpoint Employee Experience Customers 364

IntouchInsight

OCTOBER 13, 2021

October is here and so are new product features. We have equipped LiaCX® with several new feature updates that will help you collect, manage, and analyze your data.

Data 156

Data Management Measurement Customer Experience 156

Lumoa

OCTOBER 11, 2021

Lumoa ja Futurelab Finland yhteistyöhön: Tekoäly tukemaan asiakaskokemuksen kokonaisvaltaista kehitystä Suomalainen pitkän linjan asiakaskokemuksen strateginen kehittäjä, Futurelab Finland ja suomalainen tekoälyyn perustuva asiakaskokemuksen mittaus ja kehitysalusta Lumoa ovat sopineet yhteistyöstä. Yhteistyön myötä Futurelab Finlandin asiakasprojekteissa voidaan tehokkaasti hyödyntää Lumoan alusta kehityskohteiden tunnistamisessa ja systemaattisen kehittämisen tukena. ”Olemme hyvin iloisia uude

Customer Centricity 195

Customer Centricity Consulting Customer Insights Customer Experience 195

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

Omnicus

OCTOBER 13, 2021

There is no doubt that a contact center is a must-have for any growing business. As your business has grown, you’ve probably added more and more touchpoints and software to meet your customer’s demands and expectations. This approach often ends up with having one solution for phone calls, another one for live chat, several more for messaging, a separate solution for email, and of course, a different solution for handling your Facebook business page.

Contact Center 140

Contact Center Touchpoint Course Software 140

The DiJulius Group

OCTOBER 12, 2021

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article. The post Stop Calling it a Labor Shortage—It is a Turnover Crisis appeared first on The DiJulius Group.

Groups 131

Groups Leadership 131

Eptica

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Here’s what to consider. Published on: October 15, 2021. Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud.

Customer Service Strategies 124

Customer Service Strategies Software Communication Interaction 124

Uniphore

OCTOBER 12, 2021

Imagine you walk into a room or join a Zoom call late and two people are already in the middle of a conversation. While you can easily understand the words they are speaking, you don’t have any context to help you figure out the meaning of what they are saying. You don’t know anything about what or how much has already been said. What happens next could lead to a serious misunderstanding if you make wrong assumptions about the topic, the situation, and how the participants feel about what they a

Contact Center 100

Contact Center Analysis Interaction Training 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.

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Heart of the Customer

OCTOBER 14, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. B2B2C experiences, such as those offered by […]. The post 10 Questions for B2B2C CX Leaders appeared first on Heart of the Customer.

B2C 109

B2C B2B Customer Experience ROI 109

ShepHyken

OCTOBER 13, 2021

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location. In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to contin

Loyalty 111

Loyalty Social Media Tips Communication 111

Zeisler Consulting

OCTOBER 13, 2021

As an Air Force Reservist, I’m always on the lookout for the ‘military discount’ to save a buck or two. Many brands offer a markdown of some sort: Flash your Common Access Card (CAC, the unnecessary obviously-has-to-be-an-acronym term we use to mean, “Military ID”) at checkout, and a lot of places knock 5, 10, or even 15 percent off the total for your purchases.

Loyalty Programs 93

Loyalty Programs Retail Policies System 93

Totango

OCTOBER 13, 2021

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. You can also use downgrades as data to gain insight into where customers are experiencing issues with your product, allowing you to make adjustments and improvem

Tips 106

Tips Customer Success Customers Examples 106

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

Help Scout

OCTOBER 13, 2021

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support.

Ecommerce 116

Ecommerce Customer Service Software Customers 116

ShepHyken

OCTOBER 15, 2021

Maulik Shah is the founder of DeskXpand , A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. He shares 7 benefits that the support ticket system can provide for your business. Want to support your help support team by simplifying the ticket process for them? Then installing a ticket management system is the best help you can offer because it helps your employees to track the progress, achievements, and even priori

System 97

System Management Software Training 97

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Effort Score 98

Effort Score NPS Healthcare Training 98

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption.

Knowledge Base 99

Knowledge Base Customer Journeys Communication Customers 99

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

CSM Magazine

OCTOBER 13, 2021

Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other. It’s become a cliché to point out how impossible it is to predict what the coming months will bring, but few will dare to suggest the coming months will be straightforward in the face of potential supply chain disruptions.

Customer Service 98

Customer Service Retail Return on Investment Healthcare 98

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains. The CXPA site indicates that “In 2021, the CCXP exam was updated to match the findings of the job analysis.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

BirdEye

OCTOBER 15, 2021

Attracting new customers is the obvious surface-level goal for any business. But, the reality is true growth is sustained by a focus on customer retention. Increasing customer retention by a mere 5% boosts profits by a whopping 25% to 95% ! So how do you go about increasing retention? By giving your customers what they want, and they want two-way texting. .

Customer Retention 98

Customer Retention Loyalty Communication Customers 98

SurveySparrow

OCTOBER 12, 2021

Who wouldn’t love rewards? As the world of businesses has wholly transformed into digital, it’s never been so critical to startle the most valuable ones with rewards and recognition at every stage of their experience journey. From conducting customer rewards programs to surprising customers with gift coupons and rewarding the best employees on recognizing their efforts, creating a delightful experience for employees and customers has become increasingly crucial for businesses to sust

Rewards Programs 98

Rewards Programs e-support Loyalty Programs Social Media 98

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

Clarivate

OCTOBER 11, 2021

A parasitologist passionate about rare disease research, Shyama’s research has enabled scientific collaborations around the world. Get the full story. Shyama Ghosh, Senior Science Editor, Antwerp, Belgium. “I’m a woman of science,” said Shyama Ghosh , Senior Science Editor at Clarivate. “I come from a family of women of science,” she adds, proudly noting that her daughter is a newly-minted chemistry Ph.D.

Healthcare 98

Healthcare Study Data Groups 98

Zonka Feedback

OCTOBER 11, 2021

Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.

Customer Experience 98

Customer Experience Loyalty Customers Brands 98

Optimove

OCTOBER 9, 2021

As NYRA’s team looked into solutions, they found Optimove to be an intuitive tool that can accelerate their CRM marketing by helping them automate marketing processes and surface additional segments. With Optimove, NYRA’s team was able to go beyond automation and implement advanced experimentation practices, orchestrate multiple channels, and leverage Optimove’s robust analysis solution to save considerable time and resources.

CRM 98

CRM Analysis Resources Tools 98