Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 90

Sales Customer Success Insights Webinar 90

IntouchInsight

APRIL 4, 2024

In the dynamic , competitive restaurant industry, every customer interaction counts. Whether through efficient drive-thru lanes, user-friendly self-service kiosks, or intuitive mobile apps, each touchpoint shapes the guest experience, influencing satisfaction and loyalty.

Measurement 83

Measurement Guest Experience Customer Experience Touchpoint 83

Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote. Therefore, please support me by voting for me at this link [link] as soon as possible.

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2024 Contact Center Presentation Blog 60

Brandwatch CX

APRIL 4, 2024

If you're looking to create an engaged online community for your brand, the cozy game phenomenon is a great place to start. Let's dive in.

Brands 95

Brands Engagement 95

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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

Beyond Philosophy

APRIL 4, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been ghosted. I find this strange since I am married and have been for decades. However, ghosting happens in other arenas, too. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return.

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Fashion Communication Social Media Travel 60

Brandwatch CX

APRIL 4, 2024

If you're looking to create an engaged online community for your brand, the cozy game phenomenon is a great place to start. Let's dive in.

Brands 63

Brands Engagement 63

CSM Magazine

APRIL 4, 2024

The combination of hospitality, amusement, and betting experiences that characterize client service in casinos is top tier. This sector has experienced an amazing transformation over time, driven by shifting consumer demands and technology advancements. Client relations history in casinos shows an ongoing relationship between technology and tradition, from the earliest days of online services to the current focus on in-person encounters.

Customer Service 40

Customer Service Entertainment Exceptional Customer Service Hospitality 40

Feedbackly

APRIL 4, 2024

As a CX professional or a business owner, you might already know that actual customer behavior often digresses from the notion of ‘rational reasoning.’ One of the reasons for such ambiguous purchasing habits is the influence of emotions, and it is precisely why we emphasize the importance of measuring Emotional Experience to our clients. Today, we delve a bit deeper into the power of emotions and how it’s manifested through our physical behavior.

Webinar 52

Webinar Measurement Brands Feedback 52

CSM Magazine

APRIL 4, 2024

Affiliate marketing has emerged as a cornerstone of modern digital commerce, offering businesses a cost-effective and performance-driven approach to customer acquisition and revenue generation. Central to the success of any affiliate marketing initiative are the best affiliate programs, which provide a platform for brands to collaborate with affiliates and harness their marketing prowess to drive sales and brand awareness.

E Commerce 52

E Commerce Marketing E-support Webinar 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

Braze

APRIL 4, 2024

The ten following retention-focused campaigns help brands put these strategies into action and develop the kinds of individual, personal, long-term relationships that can retain engaged customers long after their initial interaction.

Customer Retention 69

Customer Retention Interaction Customers Brands 69

Forrester's Customer Insights

APRIL 4, 2024

Get ready to be inspired by these best-practice program implementations across B2B marketing, sales, and product. We reveal which eight companies will be honored at B2B Summit North America in May.

B2B 37

B2B Sales Marketing Brands 37

Clarivate

APRIL 4, 2024

The prevalence and co-occurrence of immune-mediated inflammatory diseases (IMIDs) like inflammatory bowel disease and rheumatoid arthritis varies by race and ethnicity among U.S. adults. That’s the upshot of a retrospective cohort study of 10.8 million U.S. adults performed by Clarivate researchers using claims and electronic health record data, data often referred to as real-world data (RWD).

Reference 52

Reference Insights Marketing Management 52

Help Scout

APRIL 4, 2024

There are several approaches to the software development process that prompt us to focus on specific priorities over others. But which one is best? Get our take in this post from the Help Scout engineering team.

Article 48

Article 48

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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

APRIL 4, 2024

These three companies have transformed their businesses to maximize customer value and relentlessly drive internal alignment. Get a preview of the success stories they will share at B2B Summit North America in May.

B2B 51

B2B Sales Customers Marketing 51

Magellan Solutions

APRIL 4, 2024

Meet the future of customer service: live chat agents! In a world where instant gratification reigns supreme, customers demand personalized experiences like never before. Take advantage of this essential tool to transform online interactions and exceed consumer expectations. Imagine if nearly two-thirds of your customers were more inclined to keep doing business with you.

2024 52

2024 Exceptional Customer Service Competitive Advantage Customer Satisfaction 52

Forrester's Customer Insights

APRIL 4, 2024

What an amazing two weeks it was! After countless flights and hotel check-ins, I’m pleased to share what I observed from Forrester’s roundtable events covering generative AI (genAI) in marketing, held in four cities: Delhi, Hyderabad, Chennai, and Bangalore.

Hotels 33

Hotels Events Marketing B2B 33

Forrester's Customer Insights

APRIL 4, 2024

Read for three key insights on Amazon’s autonomous checkout technology Just Walk Out from an interview with Amazon.

Insights 45

Insights Technology Retail Customers 45

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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

APRIL 4, 2024

In his induction speech into the Wisconsin State Bowling Hall of Fame in 2012, my dad referred to me affectionately as the “pied piper” for my ability to inspire others to go along with new ideas (example: a local bowling fundraiser that raised over $300K for breast cancer research).

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2012 Reference Customers 30

Forrester's Customer Insights

APRIL 4, 2024

Adobe has announced the Adobe Journey Optimizer - B2B Edition, which allows B2B marketers to create buying groups and orchestrate journeys for buying groups at scale. This new functionality helps B2B organizations align with sales, target buyer roles more effectively, and measure marketing’s impact on revenue.

B2B 30

B2B Measurement Sales Marketing 30

Forrester's Customer Insights

APRIL 4, 2024

Over the years, my Forrester colleagues and I have observed that the maturity of enterprise architecture (EA) varies greatly among and within companies, industries, and geographies. Some EA practices are more IT-oriented, while others are more business-driven, but EA must always be outcome-driven and demonstrate its value.

Communication 30

Communication Information Financial Innovation 30

Forrester's Customer Insights

APRIL 4, 2024

Overcome tall poppy syndrome. Inspire team growth, foster a learning mindset, and challenge the status quo. Achieve extraordinary results through practicality, influence, curiosity, and resilience.

Leadership 28

Leadership Customers 28

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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

Forrester's Customer Insights

APRIL 4, 2024

The details of Google’s settlement in a multiyear lawsuit over Incognito Mode became public this week. The lawsuit argued Incognito Mode isn’t actually incognito, violating several federal and California state laws, including illegal wiretapping, invasion of privacy, and breach of contract. The class was seeking $5 billion (not a typo) in damages.

Consumers 32

Consumers Marketing Customers 32

Forrester's Customer Insights

APRIL 4, 2024

The boundaries of IT service providers are in flux due to a variety of motivations. And too often customers are left with more questions than answers. Read this blog to get four tips for managing service provider transitions.

Blog 23

Blog Management Customers 23

Forrester's Customer Insights

APRIL 4, 2024

Spending on digital advertising in the US is forecasted to settle into a period of moderate growth. From 2023 to 2028, growth will — for the first time — fall to single digits due to the maturity of the market.

Advertising 38

Advertising 2028 2023 Marketing 38