NICE inContact
AUGUST 10, 2021
Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.
Playvox
AUGUST 11, 2021
Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show. It was my first semester teaching music as an adjunct professor at Purdue University Fort Wayne, and I was thrilled to be making my debut musical appearance three months after the birth of my son.
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Knowmax
AUGUST 9, 2021
Why is information overload killing CX?
Lithium
AUGUST 12, 2021
It’s a stark fact: CX initiatives are failing. Resting on the shoulders of CX leaders is the responsibility to unify customer data, initiate cross-departmental action to improve the end-to-end customer journey, and prove the value of CX program outcomes in dollars and cents. But the typical organizational framework makes achieving these goals a momentous task and ultimately what is responsible for a disproportionately low CX success rate.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Uniphore
AUGUST 12, 2021
Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
AUGUST 9, 2021
Pay only $1 per response with Quick Sample. Have research budgets ever stalled your study before? Gathering audiences online can get expensive and time-consuming, leaving researchers to compromise on the sample size they initially set. Moreover, are you running a simple gen pop study that does not require you to pay exorbitant fees for respondents? Welcome to QuestionPro’s Quick Sample, where you can access the general population from the US at just a dollar an interview.
ShepHyken
AUGUST 11, 2021
“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .
NICE inContact
AUGUST 9, 2021
A comprehensive guide that explores knowledge management, the role of knowledge management tools, and strategies for future-proof KM. New innovations in knowledge management, like CXone Expert, are helping businesses to boost CX results and drive key contact center metrics.
Alida
AUGUST 10, 2021
CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product. Brands can’t afford to deliver sub-par experiences, but brand trust is at an all-time low, with NPS scores at one third of what they were just five years ago.
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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.
Michel Falcon Experience
AUGUST 12, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. My… The post 5 Ways Anyone Can (and Should) Grow Their Careers #SteerYourCareer appeared first on.
IntouchInsight
AUGUST 11, 2021
As summer is winding down and we start to look ahead to the fall, our teams have been working to release continuous enhancements that will make it easier to get more from the tools you use everyday! This month, we have launched several new features across LiaCX® and IntouchSurvey™.
BlueOcean
AUGUST 9, 2021
For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration.
ShepHyken
AUGUST 9, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. (Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended way
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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
AUGUST 12, 2021
Social media has been part of our online lives for a couple of decades now. That’s a long time when it comes to the internet, but relatively new as a form of human communication. Providing customer service over social media is much newer, tied closely to the growth of ecommerce and online business. There are no time-tested playbooks to fall back on because the environment changes so quickly.
The DiJulius Group
AUGUST 9, 2021
I have never been a collector of objects. I’m not too nostalgic about things, at least not anything physical. However, I realize that I have collected something very special and priceless my entire life. People compliment me on my collection all the time. I constantly stress to my three sons and all my employees that. Read Full Article. The post The Best Thing You Can Collect appeared first on The DiJulius Group.
Conversocial
AUGUST 10, 2021
Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities.
ShepHyken
AUGUST 13, 2021
This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences. In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands t
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.
Totango
AUGUST 11, 2021
The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. We’ll include tips for leveraging technology to optimize the digital customer experience. 1.
One Millimeter Mindset
AUGUST 11, 2021
Organizational value silos are found in all sizes and shapes of companies. Initially, silos are created and nurtured by business and hiring models which categorize people into functional roles based on how they solve problems. Then, these silos are perpetuated by problem-solving tools, mindset, and terminology “owned” by the professional disciplines inhabiting these silos.
Integrity Solutions
AUGUST 13, 2021
Great sales team coaching takes specific knowledge and functional expertise to build a successful team. On their own, these aren’t enough to bring out the best in their sales teams and help them achieve their full performance potential. By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success.
MyCustomer
AUGUST 10, 2021
Loyalty Time running out to enter CX Leader of the Year!
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.
DemandJump
AUGUST 13, 2021
Do you dread the slow “blink.blink.blink…” in a word processor as it just waits for you to start writing? Writing content can be an excruciating and difficult process for many people, especially if writing isn’t your main expertise.
Daniel Group
AUGUST 13, 2021
B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now. Excellent B2B Customer Feedback surveys must start with thinking about what you really want to find out from your customers; i.e., begin with the end in mind. Ultimately, a successful survey allows the customer to tell you how they really feel and think about you. It’s so much more than numbers and scales.
ChurnZero
AUGUST 13, 2021
Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? InSided VP of Customer Success Anika Zubair joined us to talk about the product categories and solutions that leading Customer Success professionals are embracing as they build out their digital-led programs.
Zonka Feedback
AUGUST 12, 2021
For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates. They would speak excitingly about your brand and attract more customers for your business. That’s the best kind of marketing if you ask me.
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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.
DemandJump
AUGUST 13, 2021
Writing content for a website is different from any other type of content writing. On average, visitors to a webpage only have time to read 20% of its content ! That means the exact phrasing and wording you are sweating over may not even be appreciated by the majority of your audiences.
Optimove
AUGUST 12, 2021
We are deeply proud to announce that Optimove has been recognized as a Leader in “The Forrester Wave : Cross-Channel Campaign Management (Independent Platforms), Q3 2021” (CCCM). This is our second straight appearance in this report, after being named a “Strong Performer” back in Q4 2019. Yes, the previous report was published in a pre-Coronavirus world, and yes, a lot has changed since.
Vanilla Forums
AUGUST 12, 2021
The CSM. A position that does so much for an organization but one that fails, time and again, to be described, understood, or appreciated. ?? Preach!! I hear you say, preach!! ??. Being a CSM is something that only other CSMs can truly understand, and Jeff Breunsbach , Director of Customer Experience at Higher Logic, recently put out a call on Linkedin to find out how many other success professionals know the struggles and wow, did people deliver!
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