Alida

MAY 19, 2022

Pixel United has harnessed the power of communities to a hilt, not only by developing an insight wellspring, but establishing lasting relationships with the members.

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The DiJulius Group

MAY 17, 2022

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives. If you want to build a world-class employee experience culture, make sure you don’t. Read Full Article.

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Culture Employee Experience Groups Company 123

Heart of the Customer

MAY 17, 2022

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions. Two similar organizations can have very different outcomes based on how they answer […].

Customer Journeys 78

Customer Journeys Examples Course Customers 78

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business.

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Customer Journeys How To Touchpoint Infographics 397

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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

IntouchInsight

MAY 18, 2022

At Intouch Insight, we’re constantly working on new features that will help you reach the top of your game. This month we have introduced new features to the Intouch Platform and IntouchSurvey™.

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Comparison Brands 290

Comm100

MAY 20, 2022

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly.

Software 198

Software Wait Times Multi-Channel Consumers 198

InMoment XI

MAY 18, 2022

B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way! To avoid this fate, it’s critical to have a process in place for exploring, analyzing, and improving the buyer experience —win or lose.

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B2B Company Roadmap Sales 370

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. As Blue Ocean continues to position itself for growth in the post-pandemic era, Amy will play an integral leadership role in this effort, leveraging her extensive knowledge of the business to power sales and marketing initiatives.

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Sales Marketing Advertising Customer Care 156

Lumoa

MAY 17, 2022

Lumoa Product News for May 2022 Integrations hub gets further improved! We have spoke before about how Lumoa can pull your web data through an API, with no fees to setup, and it takes just a few minutes! Now this process can be done on a more precise scale, allowing you to filter between apps within the same collection: Pull reviews from popular places like Facebook , Zendesk, Trustpilot, Amazon, and more!

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Knowledge Base Touchpoint Trends Data 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

IntouchInsight

MAY 16, 2022

Analysis paralysis can be a real problem. The more data you’ve collected the better informed your business decisions will be. But distilling raw numbers or drilling down to the right level to pull out actionable insights is challenging. That’s where our dashboard and reporting tools really make a difference.

Data 156

Data Analysis Report Tools 156

InMoment XI

MAY 14, 2022

What do the shoes you wear, the coffee you drink, and the car you drive say about you? In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity? Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Solvvy

MAY 20, 2022

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for! A week ago we announced that we had entered into an agreement to be acquired by Zoom Video Communications , one of the most iconic and innovative companies in the world. And today, it’s official!

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B2B Innovation Financial Video 126

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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

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.?

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Customer Service Training Training Customer Service Communication 122

InMoment XI

MAY 17, 2022

Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely). At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. And that might leave you wondering: what employee must haves are convincing employees to leave their old jobs for new ones?

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Trends Culture Connections Brands 369

Merkle

MAY 20, 2022

As we discussed in our last post , once your organization has an identity of a customer developed and can update customer profiles in real time as new engagements happen, you can watch the journey progress and build through marketing efforts.

Customer Journeys 105

Customer Journeys How To Management Customers 105

CSM Magazine

MAY 18, 2022

Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving. 1. Email. Are your email addresses easy to find online or on customer documents? If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further.

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Chatbots Customer Service Customer Service Representative Social Media 105

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

Kapta Customer Success

MAY 16, 2022

The secret to a strong revenue pipeline isn't continual growth into new markets, with rapid lead acquisition, conversion, and sales. Instead, it's the long-term customers: the ones who trust your brand, will go out on a limb to try new products and services, refer you to their associates, and stay with you for renewal after renewal because of their faith in your relationship.

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Customer Retention Management How To Sales 104

Beyond Philosophy

MAY 19, 2022

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast. I got interested in it because it involves my favorite company: Apple.

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Examples Consumers Resources Report 88

Merkle

MAY 19, 2022

Since 2020, shifts in event strategy to digital and hybrid events have pushed the webinar into a place of prominence in the B2B marketing mix. And even as in-person events return, webinars still offer a compelling way to deliver reach, depth, and engagement. Not only are they a more cost-effective option to engage buyers and customers, but the digital format also offers a treasure-trove of audience insights – when deployed correctly.

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B2B Strategy Marketing Engagement 105

Bill Quiseng

MAY 18, 2022

Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them.

Exceptional Customer Service 88

Exceptional Customer Service Customer Service Training Training Customer Service 88

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

Zonka Feedback

MAY 20, 2022

Do you often create surveys and wonder how to make them effective? Do you want to have a good response rate on your surveys to get real customer insights and improve your business accordingly? Well, launching effective customer surveys and getting constructive feedback is an essential part of any business to make the right business decisions at the right time.

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Survey How To Feedback Customer Insights 98

Education Services Group

MAY 20, 2022

The Reason. It’s a normal day so far. Pre-pandemic when I went into an office every day. The commute this morning was long—typical combination of traffic and Cincinnati construction. I just got back from lunch with my friend and coworker Gary—double reward points day at our local sandwich shop somehow makes roast beef taste better. I open my laptop and start scanning through the five or six emails that have come in while I was gone; mostly spam—straight to trash.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

ChurnZero

MAY 20, 2022

Are you a CSM thinking about your next career move? You might be wondering what that promotion looks like and what it takes to land it. With some forward-thinking and career mapping, you can quickly identify the skills and the steps needed to advance from individual contributor to manager. In our webinar, The CSM journey: How to carve your Customer Success career path , Peter Armaly, vice president of Customer Success at ESG , explores specialized career paths in CS, the skills expected of CS pr

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Customer Success How To Banking Leadership 98

Clarivate

MAY 19, 2022

There are more than 65,000 early career researchers in Ukraine. In this blog post, we spotlight the young scientists in the country and the disciplines in which they work. As the devastating effects of the war there continue, the future of research in Ukraine is uncertain. Continued escalation of conflict in Ukraine has halted much of the country’s research, as many academics have been displaced and others tragically killed or or missing [1].

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Government Resources Innovation Financial 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

Call Experts

MAY 20, 2022

After hours and helpdesk support are two of the most critical business processes for companies. As the first point of contact, a contact center answers for your customers and prospects 24-7. It’s essential to ensure that you never miss an opportunity to grow your business. Unfortunately, many companies are not able to provide this level of service.

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Contact Center Call Center e-support Self Service 98

Zonka Feedback

MAY 19, 2022

Surveys are a great way to collect Customer Feedback and know what your customers feel about their experience with your products, services, and organization. When you get this vital information, you can improve your business, follow customers’ opinions to make the right business decisions, enhance your strengths and USPs, work on your weaknesses, resolve customer issues, and prevent churn.

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Feedback Survey Report How To 98

Adrian Swinscoe

MAY 17, 2022

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe.

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Trends 98