Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.
Heart of the Customer
JANUARY 18, 2023
I love the book Moneyball. I’m not particularly a baseball fan, but I love the lessons on how a counterintuitive approach can create disproportionate outcomes. I recently listened to the Freakonomics podcast “Did Michael Lewis Just Get Lucky with Moneyball?” and it reminded me of the lessons that Moneyball offers for us in CX. If […]. The post CX Lessons From Moneyball appeared first on Heart of the Customer.
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Zonka Feedback
JANUARY 19, 2023
Customer service teams play an important role in any business. They are the frontline personnel that customers rely on to get information, resolve issues, and provide assistance.
Helpware
JANUARY 17, 2023
Chat support, phone support, email support, self-service … choosing the right types of customer service and the right communication methods for your business can seem like a daunting task.
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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.
Beyond Philosophy
JANUARY 19, 2023
I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These handmade creations will hang on a museum wall with a plaque because of the tremendous amount of raw talent exposed (ahem).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
JANUARY 17, 2023
Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […]. The post Customer journey orchestration made easy – Interview with Mark Smith of CSG first appeared on Adrian Swinscoe.
ChurnZero
JANUARY 18, 2023
This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day. Through our candidate outreach and interactions, we acquire lots of qualitative information about why people are looking to leave their current employer and w
Optimove
JANUARY 19, 2023
Given that retention is the key to growth (and if you’re not convinced, read this ), successful brands should always be eager to learn more about their existing customers. Thinking of ways to improve their shopping experience should be an ongoing top priority. This is especially true when dealing with new customers, as you have to give them a good first impression to keep them around.
Alida
JANUARY 17, 2023
In uncertain economic times, making the right choices for your business becomes that much more important. Even a slight misstep can have a drastic impact on a company's ability to compete in the market. While navigating a recession is undoubtedly difficult, spending the time to understand customer motivations and concerns can significantly reduce risk from decision-making and help create more value for both customers and the business.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
InMoment XI
JANUARY 18, 2023
Welcome back to the XI Café Podcast! The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
Lumoa
JANUARY 17, 2023
Lumoa’s biggest features for 2022 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps!
BlueOcean
JANUARY 20, 2023
2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” We rejoiced when our favorite coffee shops re-opened, and we got all dressed up again when the commute to work once again involved more than a walk down the hall … and yes, that RFP was finally back on your plate.
Retently
JANUARY 19, 2023
Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. They don’t have to worry about going bust because what they sell is what the market needs.
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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.
kommunicate
JANUARY 19, 2023
Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard. Customer queries are on the rise, and the operations manager sees no [.] The post Evolution of Bots in 2022 And Future Trends appeared first on Kommunicate Blog.
DemandJump
JANUARY 17, 2023
The fundamental concept of business-to-business (B2B) content marketing is fairly simple. Its main objectives are to make other businesses aware of your product or services, illustrate the value you bring, and convert those businesses into loyal customers.
Beyond Philosophy
JANUARY 14, 2023
In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too.
Doing CX Right
JANUARY 14, 2023
Rising to the top is not easy, yet achievable, as Jennifer Coolidge's "White Lotus" actress reveals. Apply my five tips on your journey to success, as everything is possible with the right mindset and supporters. The post Journey to Success: Lessons From Jennifer Coolidge’s Golden Globe Acceptance Speech appeared first on Doing CX Right.
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.
Adrian Swinscoe
JANUARY 20, 2023
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related predictions for 2023 first appeared on Adrian Swinscoe.
DemandJump
JANUARY 17, 2023
For Software as a Service (SaaS) companies, marketing is truly a make-or-break effort. With more than 17,000 SaaS companies in the United States alone, as reported by Statista , there’s a ton of competition—no matter what industry you operate in. And, that’s not to mention all the new SaaS start-ups that are being developed each year or the fact that subscription models mean you’re constantly competing with your competitors.
Genroe
JANUARY 19, 2023
Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
MiaRec
JANUARY 19, 2023
In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings. This is accomplished by either eliminating or masking personal information such as credit card numbers, social security or account numbers, phone numbers, or dates of birth
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.
Feedbackly
JANUARY 19, 2023
Customer satisfaction is a paramount factor for the success of a business. After all, you can only thrive in the market as long as you have a client base. So, keeping your customers happy is the secret to keeping the wheels moving. Businesses use different metrics to determine how customers feel during the buying journey. One of the common and oldest metrics is CSAT.
ThriveableBiz
JANUARY 18, 2023
In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? When we hear recession talk, we’re likely to go all doom and gloom. We shut our minds to starting or growing our small business because we think everyone’s going to stop spending.
BirdEye
JANUARY 19, 2023
Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. By understanding these differences, companies can create highly effective marketing strategies and gain a better understanding of their social media presence. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.
Russel Lolacher
JANUARY 16, 2023
In this episode of Relationships at Work, Russel chats with journalist, author and CEO of the Armah Institute of Emotional Justice Esther A. Armah on racial healing and the emotional justice road map for the workplace. A few reasons why she is awesome – she’s an international award-winning journalist, having worked for the BBC and written pieces for the Guardian and Essence magazine, an occasional guest on MSNBC, DEI expert, a playwright, a radio host, and author – her autobiography
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
One Millimeter Mindset
JANUARY 18, 2023
How many of you have encountered individuals, strategies, projects, goals, and KPIs which give you Professional Pause? These ideas and values, when read in a meeting agenda or spoken during the course of a live or digital meeting, make you suck in your breath. You immediately close your eyes. More importantly, your brain stops working. As a result, you do not read or hear any further than the words triggering your Professional Pause.
Merkle
JANUARY 17, 2023
This past year, we saw inflation take a big toll on brands and consumers. While inflation is often thought of as an economic problem, it can also have a big impact on brands’ bottom lines, forcing budgets across the board to be slashed or flatlined.
Upstream Works
JANUARY 20, 2023
As we enter the new year, the climate for consumers will be different than the past few years. The robust economy of recent times has given way to inflation and interest rate spikes that haven’t been seen in years, if not decades. Everyone has been more cautious about spending, and many sectors are seeing wave after wave of layoffs. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact
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