BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

Experience Investigators by 360Connext

SEPTEMBER 10, 2024

This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what’s happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders. Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profound impacts of customer feedback – or the lack thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissec

2024 162

2024 Magazine Events User Experience 162

ShepHyken

SEPTEMBER 10, 2024

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.

Employee Experience 87

Employee Experience Workshop Customer Service Training Culture 87

BirdEye

SEPTEMBER 10, 2024

According to Birdeye’s The One report , 38% of consumers say leaving a favored service provider is emotionally difficult. At least as or more so than ending a relationship with a significant other. But they need to become your customers before such a deep relationship is built. Businesses must first capture the attention of potential clients. Then they must nurture them through the marketing funnel, gradually transforming them from prospects to loyal customers.

Marketing 59

Marketing Social Media B2C B2B 59

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Perkville

SEPTEMBER 10, 2024

Discover how Harbour Dance Centre increased revenue by 27% using Perkville's loyalty program to engage students and drive retention in a competitive market.

Loyalty 52

Loyalty Loyalty Programs Engagement Marketing 52

BirdEye

SEPTEMBER 10, 2024

Your healthcare business needs a robust online presence so patients can find you online. Patients now rely on search engines like Google to locate and evaluate healthcare providers in their area. The recent “The One” report by Birdeye shows many consumers (58%) won’t even try to seek out businesses that don’t have an online presence. As a healthcare practice, standing out in local searches is key to attracting more patients and growing your practice.

Healthcare 59

Healthcare Demo User Experience Measurement 59

Zonka Feedback

SEPTEMBER 10, 2024

Customer experience is no longer just a competitive advantage—it’s the backbone of successful companies. In fact, 86% of buyers are willing to pay more for a great experience, yet only 1 in 3 companies actually deliver on customer expectations. The gap? Disconnected feedback systems that fail to provide real-time, actionable insights.

Competitive Advantage 52

Competitive Advantage Feedback Customer Expectations Insights 52

Uplight

SEPTEMBER 10, 2024

Uplight has been enabling utilities to better serve their business customers for 15 years, and now we are excited to share what we’ve been working on behind the scenes: our next-generation solution for business customers. Our new-and-improved solution is custom built to meet the needs of your business customers – all with the goal of Read More The post Introducing Uplight’s New & Improved Solution for Business Customer Engagement appeared first on Uplight.

Customer Engagement 52

Customer Engagement Engagement Customers 52

SurveySensum

SEPTEMBER 10, 2024

Are you fully leveraging the potential NPS follow up questions? Many businesses gather Net Promoter Score data, but only a few truly harness the power of this simple and powerful CX metric to gain deeper insights. And to do that the first step is to add follow up questions in your NPS survey! When you ask and include follow up open-ended questions in your NPS survey you allow your customers to explain their experience and express themselves better.

NPS 52

NPS Net Promoter Score Demo Insights 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? 🤔 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!

Customer Experience

Strativity

SEPTEMBER 10, 2024

The post The Thrill — and Challenge — of Virtual Reality: How Humanizing the Customer Journey can Boost Loyalty for VR & Consumer Tech Brands appeared first on Material.

Customer Journey 52

Customer Journey Loyalty Consumers Brands 52

Kapta Customer Success

SEPTEMBER 10, 2024

Discover how integrating a dedicated account management strategy enhances the 'land and expand' approach, transforming initial wins into lasting partnerships and sustained growth.

Sales 98

Sales Management 98

IntouchInsight

SEPTEMBER 10, 2024

Get your retail store ready for the holiday shopping season. Uncover insights into consumer holiday shopping behavior and get strategies to maximize sales.

Retail 62

Retail Consumers Sales Insights 62

Clarivate

SEPTEMBER 10, 2024

Reliable insights require quality monitoring and a high level of accuracy. New generative artificial intelligence (AI) and large language model (LLM) technologies offer new possibilities for patent researchers. They can create workflow efficiencies for those who want to capture quick insights from the ever-expanding volume of global patent publications.

2024 59

2024 Document Technology Reference 59

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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

The DiJulius Group

SEPTEMBER 10, 2024

Is it possible to connect and lead GenZ’s the same way you have commanded other generations? In this episode, Chief Revolution Officer John DiJulius talks with Brian Polian. After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian stepped back from the coaching. Read Full Article The post 170: Leading Gen Z’s appeared first on The DiJulius Group.

Article 52

Article Connections 52

Forrester's Customer Insights

SEPTEMBER 10, 2024

Forrester’s B2B Summit APAC 2024 for CMOs and marketing leaders is just a few weeks away. I’m excited to meet you in Singapore on October 1, 2024, and together, we will discuss the latest data, trends, and insights shaping the marketer’s remit in a tech-disrupted world.

2024 60

2024 Marketing B2B Insights 60

dscout People Nerds

SEPTEMBER 10, 2024

It’s easy to get attached to exclusively qualitative methods. These quant ideas will help bring your practice to a more sophisticated level.

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Forrester's Customer Insights

SEPTEMBER 10, 2024

Data and AI leaders today must create business value from trusted data, build the foundation to scale AI, and cultivate a data-driven culture. To help them meet these challenges, Forrester is launching Forrester Decisions for Data, AI & Analytics. Learn more about this new service and how it can benefit your organization.

Culture 55

Culture Government Insights 55

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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

Strativity

SEPTEMBER 10, 2024

The post Driving Digital Success with Acquia Convert and Human-Centric Insights appeared first on Material.

Insights 52

Insights 52

Optimove

SEPTEMBER 10, 2024

Optimove, a CRM marketing solution for iGaming and sports betting, has announced the appointment of Adi Dagan as the company’s Senior Director of Partnerships. Dagan Co-Founded Beehive, which was acquired by Playtech, and Everybuddy Games, where he secured $25m in venture capital. The post Optimove appoints Adi Dagan as Senior Director of Partnerships appeared first on Optimove.

Sports 52

Sports Marketing 52

Forrester's Customer Insights

SEPTEMBER 10, 2024

AI copilots of all kinds — new off-the-shelf solutions, custom-built applications, or those embedded in business applications — are taking off. But there’s little measurable business return yet, and much confusion. In a new report for Forrester clients, J.P.

Definition 35

Definition Measurement Customers Insights 35

Gainsight

SEPTEMBER 10, 2024

A few decades ago, the predictions for 2024 included flying cars and robots everywhere. While some of our ideas came true, most did not. In fact, looking back on everything we thought we would have by now only shows us how hard it is to predict what the future will hold. Instead, the best we can do is prepare for as many futures as possible. For SaaS companies, that means identifying what our teams need to succeed and what tech is available to help them.

Customer Success 52

Customer Success 2024 Demo Customers 52

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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Forrester's Customer Insights

SEPTEMBER 10, 2024

In today’s fast-paced B2B landscape, staying ahead requires more than just traditional strategies. At the upcoming B2B Summit EMEA 2024, our keynote sessions will equip you with the insights and tools needed to drive meaningful change and achieve sustained growth.

2024 33

2024 B2B Insights Sales 33

Optimove

SEPTEMBER 10, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: This post reveals guiding strategies for executives to ensure their brands remain competitive and relevant and ready to capitalize on emerging channels as they arise. It emphasizes the critical need to prepare for future, yet unknown marketing channels; and highlights the importance of building flexible, channel-agnostic infrastructure and fostering a culture of innovation and adaptability within marketing teams.

Communication 52

Communication Social Media Omnichannel Competitive Advantage 52

Forrester's Customer Insights

SEPTEMBER 10, 2024

This week, the U.S. DOJ begins its antitrust trial against Google, contending that the company has monopolized the economics of digital advertising at the expense of publishers and advertisers.

Advertising 32

Advertising B2C Marketing Customers 32