InMoment XI
NOVEMBER 28, 2022
Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . This got me thinking: Why is that the case when none of us would claim to enjoy cleaning a toilet!?
Seaton CX
NOVEMBER 30, 2022
What if your 2023 CX initiative came to life? The Fairy Godmother of Thanksgiving sang Bippity-boppity-boo at your annual planning meeting and your corporate initiative developed consciousness. It started thinking. It started talking. And it wrote you a cover letter. (This is a little weird, I know—but hear me out!). Your 2023 CX initiative would say this: COVER LETTER FROM A NON-BORING CX INITIATIVE.
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Lumoa
NOVEMBER 30, 2022
The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.
CSM Magazine
NOVEMBER 29, 2022
When most people think about customer service, the first thing that comes to mind is solving problems. While this is an important part of the job, it’s not the only aspect. Showing empathy for others is a key customer service skill that is often overlooked. Empathy is the ability to understand and share the feelings of another person. It’s an important quality in customer service because it allows you to see things from the customer’s perspective and build a rapport with them.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Zonka Feedback
NOVEMBER 28, 2022
Customer experience challenges in B2B businesses are roadblocks that hamper businesses from maximizing sales, profits, good customer experience , and ROI. However, there are solutions to tackle such challenges that will eventually improve the user experience of your product, website, or business.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Strativity
NOVEMBER 28, 2022
This article was written by Bianca Reed, VP of Global Tracking. While visiting our oldest at college, we went to a DC restaurant with several TVs playing national news. The news anchors debated the pending recession, mid-term elections, and the real estate market. On the TV closest to our table, the news anchor announced that it felt like 2008 all over again and that corporations didn’t know how to react.
Doing CX Right
NOVEMBER 28, 2022
Is your organization unintentionally creating barriers to inclusivity for those that are differently abled? Learn what you can do to create better experiences from CX Professionals and from a woman who's endured 80+ surgeries. The post Creating Inclusive Experiences for People With Different Abilities appeared first on Doing CX Right.
Advantage Communications
NOVEMBER 30, 2022
Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support. This can be used to create a self-service system where customers can find answers to their questions without needing to speak to a customer service representative, dramatically improving the customer experience and improving efficiencies for customer support teams.
Heart of the Customer
NOVEMBER 29, 2022
As I speak in support of “Do B2B Better,” attendees love to hear how Dow, Hagerty, UKG, and other organizations take steps to driving impact, growing their CX programs as a result. And these programs deserve their accolades. They’ve done an amazing job of showing how customer experience creates outcomes where customers want to buy […]. The post Your First Three Steps to Driving Impact appeared first on Heart of the Customer.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
InMoment XI
DECEMBER 1, 2022
Just discovered InMoment? Curious to know a little more about us and our differentiated Experience Improvement (XI)? Well allow us to introduce ourselves! Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.” This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in.
Comm100
NOVEMBER 28, 2022
Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels. Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services.
Alida
DECEMBER 1, 2022
Focusing on Customer Lifetime Value can boost your long-term revenue and help you navigate a tricky economic environment, but as with every metric, context is key.
BlueOcean
NOVEMBER 28, 2022
I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast. I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a global leader in outsourced revenue cycle management. With employees in Panama, Kenya, and India, ONQ handles complex business processes for healthcare billing and a lot more, which means the work Lucas and his team do to prepare employees for the frontlines is mission critical.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
ShepHyken
NOVEMBER 30, 2022
A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.
Comm100
DECEMBER 1, 2022
Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For many universities and colleges, the answer is unfortunately no. Although plenty of organizations are seeing a return on their investment and profit from CX, some continue to struggle to bring in the wide range of rewards from this game plan.
AWS Machine Learning
NOVEMBER 30, 2022
We’re thrilled to announce that Stability AI has selected AWS as its preferred cloud provider to power its state-of-the-art AI models for image, language, audio, video, and 3D content generation. Stability AI is a community-driven, open-source artificial intelligence (AI) company developing breakthrough technologies. With Amazon SageMaker , Stability AI will build AI models on compute clusters with thousands of GPU or AWS Trainium chips, reducing training time and cost by 58%.
Blake Morgan
DECEMBER 2, 2022
In a world where technology seems to be the driving force behind every customer experience, a growing branch of the experience economy is doing something radical: banning cell phones. The businesses of building memorable events is booming, and unique selfie opportunities are often part of the package. Technology-free experiences buck the trend that brands don’t seem to exist if they aren’t constantly shared on social media—which could be a risky move, but customers feel they have experienced som
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
DemandJump
NOVEMBER 30, 2022
Absolutely essential. With a content-driven SaaS marketing strategy, you can start building relationships with more highly-qualified leads than with paid advertising alone. How? By creating contact points that your audience searches out on their own, rather than bombarding them with ads that may drive them away instead.
BirdEye
DECEMBER 2, 2022
Instagram can be a powerful marketing tool for businesses. With over 200 million business accounts, the platform has also become incredibly competitive. Businesses are constantly looking for ways to outshine their competitors , and getting verified on Instagram can definitely help. However, getting verified on Instagram can take time and effort. When you look at the variety of accounts with a coveted blue check mark, you might wonder how they did it.
Merkle
DECEMBER 2, 2022
Black Friday is already the most popular holiday shopping day, and this year, it set a record for online sales. Axios reported that $9 billion dollars were spent online on Black Friday, which is up 2.3% over 2021, as brands are pushing out overstocked inventory at steep discounts and every customer is looking for gifts. On the heels of the holiday, Merkle’s client delivery teams shared the top trends they noticed around Black Friday and Cyber Monday this year.
Zonka Feedback
DECEMBER 2, 2022
Formulating marketing and business strategies doesn't need to be a game of chance. Today's technology allows you to make insightful, data-driven decisions that support sustainable growth.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
DemandJump
NOVEMBER 30, 2022
SaaS is an acronym that stands for Software as a Service. As it applies to marketing, SaaS is just a term to describe the kind of product or service that's being marketed—in this case, a software solution. We can further break this down into two categories: business to consumer (B2C) and business to business (B2B) SaaS marketing.
Daniel Group
NOVEMBER 30, 2022
What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) how does better CX improve business outcomes and 2.) how to use CX metrics most effectively. First, we want to share some of what we learned to improve CX. Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program.
ChurnZero
NOVEMBER 29, 2022
This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. At the time, I was a sales engineer, and my job was to close deals and move on to the next prospect.
BirdEye
NOVEMBER 29, 2022
LinkedIn is a professional platform that helps you establish and reinforce business relationships. With over 875 million members across the world, LinkedIn marketing can be an invaluable addition to your digital marketing strategy. Though the platform can be a goldmine for customer acquisition, most businesses struggle with reaching and converting the right decision-makers.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
DemandJump
NOVEMBER 30, 2022
Creating and implementing a content marketing strategy can take up a lot of time, especially for businesses without a designated SaaS marketing team. However, it’s necessary to have a stellar strategy so that potential customers can find you. By hiring a SaaS content marketing agency , you can have the best of both worlds: amazing content to share with your target audience and more time to focus on your business.
Feedbackly
DECEMBER 2, 2022
Emotional Value Index (EVI®) , in a word, is brilliant. Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. The shift from products to experiences. The ever-evolving customer expectations shape how brands create and present their buying journey.
Russel Lolacher
NOVEMBER 28, 2022
In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years.
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