C3Centricity

MAY 2, 2023

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust

Customer Centricity 90

Customer Centricity Advertising Customer Satisfaction Loyalty 90

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

BirdEye

MAY 2, 2023

According to Statista, in 2022, nearly 50% of smartphone users in the U.S. used an iPhone. That means there’s a good chance customers are using Apple Maps to find local businesses. That’s why it’s important to make sure your business is listed properly on this app. Doing so can help potential customers find you more quickly and easily, increasing the chances of them doing business with you.

Social Media 97

Social Media 2022 Connections Information 97

CX University

MAY 2, 2023

In today’s fast-paced world, where time is a precious commodity, adult professionals need flexible and convenient learning solutions to advance their careers. Online training has emerged as an effective and efficient way to acquire new skills and knowledge while maintaining a work-life balance. However, getting adult students to engage in their online courses can be a challenge.

Engagement 52

Engagement Webinar Feedback Government 52

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

SAP Customer Experience

MAY 2, 2023

Let’s take a better look at what is needed to get started with your Support via the new customer portal, SAP for Me! S-user IDs SAP Fieldglass Program Management Offices, Managed Service Providers, and Administrators received their S-user ID to login to SAP for Me portal. An S-user is a.

Management 77

Management Customers Customer Experience 77

Optimove

MAY 2, 2023

Trend results of three recent Optimove surveys, each of more than 400 US consumers, show that consumers’ planned shopping budgets increased slightly in March. In February, 14% of respondents expected to budget more for shopping in 2023. The figure rose to 22% in March. This compares to results in August 2022, when 19% of respondents expected to budget more for shopping on holiday at the end of 2022.

Consumers 52

Consumers Loyalty 2023 2022 52

CSM Magazine

MAY 2, 2023

Having happy customer service employees matters. It means you can have happier and more productive staff members in addition to delivering quality service to customers. In turn, that means you can retain more customer service employees and more repeat customers. Ultimately, that will make your business more successful and profitable. On the other hand, if your customer service employees are not happy in their roles, that could come across to customers.

Customer Service 52

Customer Service Customers Communication Management 52

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics. The insights gained from HR reporting and analytics help organizations make data-driven decisions that improve employee engagement, retention, and performance.

Metrics 52

Metrics Measurement Employee Experience Omnichannel 52

CSM Magazine

MAY 2, 2023

Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. No need to hurt their feelings if you want them to stay loyal to your brand. Companies have their strategies on how to deal with complaints, feedback, etc. All this is being done to avoid miscommunication that can cause more harm to the business than anything else.

Technology 52

Technology Customer Service Social Media B2C 52

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

Call Center

Lithium

MAY 2, 2023

Hello Atlas members! It's May! Be on the lookout in your email for your opportunity to learn more about & help guide our upcoming additions to the Khoros line of products. If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss!

2023 52

2023 Webinar Entertainment Social Media 52

Braze

MAY 2, 2023

Today, we’re going to take a look at key takeaways from our analysis of the state of customer engagement in Europe, the Middle East, and Africa (EMEA) in 2023.

2023 52

2023 Customer Engagement Engagement Customers 52

Forrester's Customer Insights

MAY 2, 2023

The healthcare ecosystem is evolving. Delivery of complex care in distributed settings will require the evolution of remote patient monitoring devices and for them to become more affordable, accurate, and consumer-friendly/usable. At the same time, healthcare staff must acquire new skills and ways of working to support remote care delivery.

Healthcare 26

Healthcare Technology Consumers Customer Engagement 26

Experience Investigators by 360Connext

MAY 2, 2023

The post [Experience Action Podcast] Starbucks CEO in the Store [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Connections 143

Connections Customer Centricity Culture Customers 143

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Forrester's Customer Insights

MAY 2, 2023

Please join our upcoming research on the role of remote patient monitoring devices in enabling remote care.

Healthcare 26

Healthcare Customer Engagement Technology Insights 26

InMoment XI

MAY 2, 2023

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. But just because you have a small team doesn’t mean you can’t make a major impact. In our over two decades of experience, we’ve worked with many small-but-mighty teams of around one to three people.

Call Center 295

Call Center ROI Download Customer Journey 295

Forrester's Customer Insights

MAY 2, 2023

CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.

Metrics 26

Metrics Measurement Customer Experience Customers 26

2020 Research

MAY 2, 2023

Key Takeaways: It’s essential to establish credibility in all of your qualitative research projects early on to have your findings considered valuable. Strategies to build credibility in your qualitative research include triangulation, member checking, peer debriefing, thick description, reflexivity, saturation, and external audits. Addressing issues such as bias, poor clarity, or lack of diversity in qualitative research projects also helps improve your overall research process.

Healthcare 98

Healthcare Consulting Reference Measurement 98

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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.

Customers

Forrester's Customer Insights

MAY 2, 2023

Amazon has announced that it will wind down its Halo product line and services, highlighting the challenges of generating profits and success in the fitness tracker market.

Healthcare 26

Healthcare Marketing Technology Insights 26

Helpware

MAY 2, 2023

Digital shoppers appreciate the convenience of online shopping, but they do require a personalized experience. Studies show that 56% of customers are likely to return to a business when the experience is personalized. Personalization in 2022 can mean a lot of different things.

Customer Expectations 78

Customer Expectations 2022 Customers 78

SmartKarrot

MAY 2, 2023

“Your most unhappy customers are your greatest source of learning.” – Bill Gates These words, spoken by the great world leader highlight the importance of understanding customer sentiment, even when the sentiment is negative. Listening to, understanding, and learning from customers, both happy and sad ones, helps businesses make necessary improvements and meet customer needs.

Social Media 10

Social Media Net Promoter Score Customer Satisfaction 2025 10

Forrester's Customer Insights

MAY 2, 2023

RSAC 2023 is a wrap! The Forrester security and risk team had 11 attendees at the RSA Conference last week. We really enjoyed meeting with clients and colleagues old and new — and now we’re *exhausted.* It’s no mystery why; as a team, we collectively participated in over 230 meetings and took more than 1.

2023 47

2023 Innovation Insights Technology 47

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Brandwatch CX

MAY 2, 2023

2023 88

2023 88

ReviewTrackers

MAY 2, 2023

Marketing 65

Marketing 65

Brandwatch CX

MAY 2, 2023

2023 73

2023 73

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure.

Contact Center 52

Contact Center Omnichannel 2022 Competitive Advantage 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement