BlueOcean
OCTOBER 23, 2023
(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care.
ShepHyken
OCTOBER 23, 2023
Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience. Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.
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SAP Customer Experience
OCTOBER 23, 2023
In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions.
ShepHyken
OCTOBER 23, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” However, the clichéd promises ca
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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.
SAP Customer Experience
OCTOBER 23, 2023
In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SAP Customer Experience
OCTOBER 23, 2023
In my live sessions about print form adaptation with the Adobe LiveCycle Designer, data binding is a frequently requested and crucial topic. Especially in scenarios with complex tables and multi-level data structures. That’s why I decided to underline the sessions with some blog posts. Most topics of the live sessions.
Magellan Solutions
OCTOBER 23, 2023
68% of marketers say outbound marketing generates the highest-quality leads for their sales force. Additionally, the same percentage of marketers proved that inbound marketing is a successful strategy for achieving goals. Telemarketing remains a timeless tool in the fast-paced and competitive business world. It is essential for businesses that want to thrive and grow.
SAP Customer Experience
OCTOBER 23, 2023
Background In order to enable technical users (developers, technical consultants, architects, etc.) to understand the technical foundation and work with SAP Commerce Cloud according to development guidelines as well as best practices, we provided the following 2 important learning paths (with similar to almost identical technical content): The 2 instructor.
Kapta Customer Success
OCTOBER 23, 2023
Retention has become increasingly important. Current economic and market uncertainties mean companies are relying more heavily on their existing customer base to grow their businesses while retaining top talent is essential as competition for highly skilled account managers has increased.
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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.
Optimove
OCTOBER 23, 2023
When it comes to Customer Relationship Marketing for Lotteries, a misfired Lottery CRM marketing message can result in losing a current or potential player (customer). In addition, overwhelming lottery players with too many messages causes “ marketing fatigue” that can turn off a potential player today, tomorrow, maybe forever. With that said, Lottery CRM Marketing Objectives should aim for attaining 100% coverage of eligible players, while understanding the communication objectives for each.
Integrity Solutions
OCTOBER 23, 2023
One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. Along the way, though, they often discover that there are many intangibles and unwritten rules of sales that are a huge factor in getting established and then to the ne
Joe Rawlinson
OCTOBER 23, 2023
Slashing business expenses is an effective solution for boosting profitability and resolving cash flow issues. It comes in handy in various situations, including hard financial times, during high inflation, and in crowded marketplaces. Businesses can also prioritize cost-cutting when implementing a growth plan. Nevertheless, lowering business costs without reducing product/ service quality, minimizing output, or asking some employees to take on lesser work isn’t easy.
MyCustomer
OCTOBER 23, 2023
This is the fourth in a series of five, so we’re into the home straight.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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Forrester's Customer Insights
OCTOBER 23, 2023
As my colleague Brian Hopkins pointed out in his blog Demystifying AI Risks: A Practical Solution for Better Business, the challenge of alignment in artificial intelligence is one that we cannot afford to ignore.
West Monroe
OCTOBER 23, 2023
Listen to "Digital Lessons from the EV Revolution" on Spreaker. About the episode In this episode, host Rissa Reddan discusses the transformative impact of electric vehicles (EVs) with experts Tyson Jominy, Vice President of Data and Analytics at JD Power, and Sam Uyeno from West Monroe's Energy & Utilities practice. The conversation delves into the intricacies of EV adoption, the importance of infrastructure readiness, and the potential of EVs as digital products.
Zonka Feedback
OCTOBER 23, 2023
In an age of data-driven decision-making, understanding the real world, whether it's the needs of your customers, the state of a market, or the challenges in a specific environment, can be the key to success. Leveraging field surveys can be the most effective move for your business as it helps to research audience with a real-time approach and provides insights that no spreadsheet or desk research can deliver.
Forrester's Customer Insights
OCTOBER 23, 2023
Insights from observability efforts are important but what happens if the word loses its meaning? The word is being used to describe everything from low level data pipeline to just recently, Generative AI. Where will it end?
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Zonka Feedback
OCTOBER 23, 2023
UserVoice is a fantastic tool for collecting customer feedback that allows you to collect and manage feedback in order to improve your product. However, it was one of its kind that was launched in 2008.
Forrester's Customer Insights
OCTOBER 23, 2023
Apple's fintech plays have big implications for its core market and financial services. But it's not the only tech company making moves.
dscout People Nerds
OCTOBER 23, 2023
Meet the people that matter to you in the moments that matter to them. Qualitative research tools and services for product, innovation, CX, and brand.
Forrester's Customer Insights
OCTOBER 23, 2023
I’m excited to share new research called Align by Design I have begun with my colleague Brandon Purcell. We are tackling what I believe to be the biggest technology challenge we face this decade – AI alignment. Come help us with this research.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
2020 Research
OCTOBER 23, 2023
As the global conversation surrounding climate change continues to escalate, the adoption of electric vehicles (EVs) is becoming increasingly significant. Recognizing the importance of understanding consumer intentions and identifying roadblocks within this rapidly growing segment, Sago has partnered with a Top 5 auto manufacturer to launch an innovative Electric Vehicle Panel.
Centercode
OCTOBER 23, 2023
Pete D'Alessandro from Cast & Crew breaks down how he elevated his beta program with Centercode
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