Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.

Brands 246

Brands Customer Experience Customer Journeys Net Promoter Score 246

InMoment XI

JUNE 15, 2022

Surveys are a great way to collect information about people’s perceptions, opinions, thoughts, attitudes, etc. But what makes for a good survey or good survey question? The trick is making sure that you’re asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way.

Survey 195

Survey Consulting Feedback Course 195

IntouchInsight

JUNE 15, 2022

Our team has been working hard to release new enhancements designed to make your life easier. This month, our featured releases are all about making your experience using the Intouch Platform and IntouchSurvey™ even better.

315

315

QuestionPro Audience

JUNE 11, 2022

As phones become increasingly less ubiquitous, it becomes difficult to conduct telephone-based surveys. But the good news is that there’s a new way to conduct surveys! Random device engagement (RDE) is an innovative method of conducting research that uses a respondent’s unique identifier as the keystone of their participation. It is important to note that by observing the identifier of device world ads, survey firms can prevent fraud related to SUMAs (single users, multiple accounts)

Engagement 195

Engagement Advertising Social Media Survey 195

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.

ROI

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.

Chatbots 244

Chatbots Industry Customer Service Wait Times 244

Kayako

JUNE 16, 2022

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty. Today we know that it’s not quite that simple. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Brandwatch CX

JUNE 15, 2022

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.

Social Media 144

Social Media Tools Metrics Analysis 144

The DiJulius Group

JUNE 14, 2022

Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great and poor economy, a poor. Read Full Article. The post IT IS TIME TO RECESSION-PROOF YOUR BUSINESS appeared first on The DiJulius Group.

Groups 143

Groups How To 143

AWS Machine Learning

JUNE 16, 2022

This post is co-written with Sowmya Manusani, Sr. Staff Machine Learning Engineer at Zendesk. Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. It thrives on making over 170,000 companies worldwide serve their hundreds of millions of customers efficiently. The Machine Learning team at Zendcaesk is responsible for enhancing Customer Experience teams to achieve their best.

How To 142

How To Training Software Metrics 142

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

Omnicus

JUNE 15, 2022

As private and public sectors alike push through the uncertainties and optimize operations for 2022 and beyond, take note of these contact center industry trends and incorporate them as permanent aspects of your contact center technology strategy for both the customer experience and the customer contact experience. As businesses and customer lives get back on track, we identified some contact center trends shaping the industry in 2022.

Contact Center 140

Contact Center Trends Industry Technology 140

Alida

JUNE 16, 2022

Healthcare 130

Healthcare 130

Eptica

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022. Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Digital technology offers local councils enormous potential in how they serve their local communities.

Technology 126

Technology Government Banking Trends 126

Topdown

JUNE 13, 2022

Understanding that communication plays an integral role in our everyday lives aids in creating and executing on effective management strategies. Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. Communication truly lays the foundation for any relationship. From there, trust is built, loyalty is developed, and other positives are able to stem, grow, and compound.

Interaction 116

Interaction Communication Customer Engagement Engagement 116

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

McorpCX

JUNE 14, 2022

Fixing CX Potholes and Using Roadmaps for Your CX program: Insights from Forrester CX North America 2022. The presentations at Forrester CX North America 2022 , which took place June 7-9 at the Gaylord Opryland Resort and Convention Center in Nashville, were full of amazing insights and information. But as always, there were a few key takeaways that stood out for me.

Roadmap 111

Roadmap Customer Experience Customers ROI 111

Totango

JUNE 15, 2022

Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions. All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm.

Customer Success 108

Customer Success Customer relationships Exercises Communication 108

dscout People Nerds

JUNE 16, 2022

Dr. Stacey Houston II has leveraged his research on equity into inclusive product changes at Instagram. Here’s how he’s leading the charge.

105

105

AWS Machine Learning

JUNE 15, 2022

Amazon Polly breathes life into text by converting it into lifelike speech. This empowers developers and businesses to create applications that can converse in real time, thereby offering an enhanced interactive experience. Text-to-speech (TTS) in Amazon Polly supports a variety of languages and locales, which enables you to perform TTS conversion according to your preferences.

e-support 101

e-support Customers Examples Interaction 101

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. It is here, that the seeds of renewal are sown. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? How do you know if the targets you’ve set are overly ambitious or not big enough?

Metrics 98

Metrics How To Effort Score Self Service 98

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic. But don’t! While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer bas

Self Service 102

Self Service Customer Journeys Touchpoint Analytics 102

Call Experts

JUNE 16, 2022

You may be asking yourself, “Why do I need after-hours answering service support for my business?” . After-hours support can help you provide a better customer experience and increase your customer base. You may also want to consider the advantages of offering live support round the clock to your customers. Read on to discover why you need after-hours answering service support, why you may be able to benefit from it, and how you can get live support 24 hours a day when you partner wi

Call Center 98

Call Center Contact Center Sales Customer Service 98

BirdEye

JUNE 16, 2022

If your business isn’t listed on Google Maps, it may as well be invisible to potential customers. When people search for businesses and services in their area, they often rely on the top search results in Google Maps to make their decision. As a business owner, you should prioritize getting your business on Google Maps and ranking as high as possible.

How To 98

How To Automotive Customer Experience Management Management 98

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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.

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Zonka Feedback

JUNE 17, 2022

Happy employees spend longer time in their organizations and work more efficiently. And the onus of ensuring employee satisfaction and happiness is on the employers. To retain employees and attract new talent, you must create a work culture where employees are not just happy but can also keep in sync their own objectives with that of the shared organizational objectives.

Net Promoter Score 98

Net Promoter Score How To Culture Feedback 98

AWS Machine Learning

JUNE 15, 2022

In this post, we show you how to implement one of the most downloaded Hugging Face pre-trained models used for text summarization, DistilBART-CNN-12-6 , within a Jupyter notebook using Amazon SageMaker and the SageMaker Hugging Face Inference Toolkit. Based on the steps shown in this post, you can try summarizing text from the WikiText-2 dataset managed by fast.ai , available at the Registry of Open Data on AWS.

Training 98

Training Analysis Data Examples 98

DemandJump

JUNE 14, 2022

Humans are creatures of habit. Once we find something that works, and fits it into our routine, it can be hard to break away from it. However, what if that routine did not give as much breadth as the new option? Marketers have, for years, been feeding into the SEO machine with the understanding that it was the best way to generate organic search traffic and new leads through account-based marketing (ABM).

Marketing 98

Marketing 98

ChurnZero

JUNE 14, 2022

This is a guest blog contributed by Stephanie Neale, CEO of Blind Zebra , a sales and client success training company for B2B pros. It’s a Tuesday morning. You’ve grabbed your coffee and opened your inbox. The first subject line you see is “Cancellation.” It’s from one of your top accounts. [Cue the shoulder slump and exasperated “ugh.”]. Once the initial frustration wears off, your mind begins to play back all your interactions with the customer.

Strategy 98

Strategy B2B Meeting Customer Success 98

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Zonka Feedback

JUNE 14, 2022

Measuring customer feedback has become a necessity for every business in order to align with customers' needs and ensure satisfaction. It also showcases the intent of the organization to prioritize customers and their needs to be able to deliver remarkable experiences.

Feedback 98

Feedback Tools Measurement Customers 98

AWS Machine Learning

JUNE 13, 2022

We are excited to launch a causal contribution analysis capability in Amazon Lookout for Metrics that helps you to understand the potential root causes for the business-critical anomalies in the data. Previously, you were only given the root causes for a single anomaly per measure. You had to analyze to determine if causal relationships existed between the detected anomalies in different measures.

Metrics 98

Metrics Sports Advertising Analysis 98

DemandJump

JUNE 14, 2022

First things first: what is PBM? This stands for “ Pillar-Based Marketing ,” an alternative to Account-Based Marketing (ABM). The ABM approach to marketing is focused on the individual customer, targeting high value accounts and treating them as markets of one. PBM takes a more holistic approach—think of it this way: “if you build it, they will come.

Strategy 98

Strategy Sports Sales Marketing 98