Experience Investigators by 360Connext
DECEMBER 14, 2021
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their produce again at the grocery store.
Alida
DECEMBER 17, 2021
What happens when a beloved business rebrands? Or when new product formats emerge that risk alienating some audiences while impressing others?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NICE inContact
DECEMBER 12, 2021
Imagine having a gold mine in your yard and never venturing out to dig up some nuggets.
InMoment XI
DECEMBER 13, 2021
In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services. About InMoment’s Market Research and Data Analytics Approach.
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.
Uniphore
DECEMBER 13, 2021
Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.
InMoment XI
DECEMBER 16, 2021
T his article was originally published on CustomerThink. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.
IntouchInsight
DECEMBER 13, 2021
Happy holidays and happy new feature releases! This month we have added several new features and product enhancements to the Intouch Platform and IntouchCheck™.
Steve DiGioia
DECEMBER 16, 2021
Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc. all boil down to “their” opinion of your product or service. What you offer is not what YOU think it is but what the CUSTOMER thinks it is.
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.
Uniphore
DECEMBER 17, 2021
The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. This means that the more than 900 payers 1 in the current U.S. healthcare market must continue to transform how they interact with consumers if they want t
Comm100
DECEMBER 15, 2021
Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, and even terrible, customer experience (CX). . These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom. 2022 promises new opportunities for governments to engage the public and reclaim much of the trust that has been lost.
Alida
DECEMBER 14, 2021
Every year Alida holds the Delta Awards, a ceremony in which we highlight and praise the year's achievements in customer experience and insights by our esteemed customers. In light of our launch of Total Experience Management this year, we recognized customers who significantly improved their customer, brand, employee, and/or product experience. Special credit was given to those who managed to encompass agility and unite all four experience types for a truly integrated approach.
Customer Bliss
DECEMBER 13, 2021
If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment. And when your little one is out of sorts, you want whomever you reach out to for help to care as much as you do.
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
Uniphore
DECEMBER 17, 2021
Where. The Star Gold Coast. When. Feb 24th & 25th 2022. Who. Ravi Saraogi Co-founder and President APAC. Join Uniphore at the Customer Contact Week event on the Gold Coast this February! Where? The 2022 CCW will be hosted at The Star located at 1 Casino Dr. Broadbeach QLD 4218 Australia. Booking information and discounts can be viewed on the CCW website.
Comm100
DECEMBER 13, 2021
Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction. They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaini
ShepHyken
DECEMBER 15, 2021
Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.
The DiJulius Group
DECEMBER 13, 2021
The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.
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.
Uniphore
DECEMBER 14, 2021
Learn how to optimize outsourced customer service. operations with next-generation conversational AI. Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation. But just what does that mean—and how can outsourced service providers ensure their digital initiatives are making the right kind of impact?
TechSee
DECEMBER 16, 2021
In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges.
Doing CX Right
DECEMBER 17, 2021
Scott McKain, Hall of Fame Speaker & "Iconic " author, reveals how to create distinction to attract & retain customers and employees too. The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right.
Advertisement
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.
Help Scout
DECEMBER 17, 2021
What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?
Beyond Philosophy
DECEMBER 11, 2021
Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition.
Clarivate
DECEMBER 16, 2021
How we’re expanding support for dealing with editorial expressions of concern and retractions. Research integrity is a key part of our mission at Clarivate to be a trusted, indispensable partner to innovators everywhere. Our research data, insights and analysis are used by the world’s top research institutions, by multiple governments and by national research agencies for global research assessment, which gives us a responsibility to monitor and act where we can to ensure the integrity of our da
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.
Help Scout
DECEMBER 14, 2021
When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.
Myra Golden
DECEMBER 15, 2021
For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.
Expert insights. Personalized for you.
372 
Let's personalize your content