InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

TechSee

MAY 23, 2023

2023 has been the year of efficiency. Across sectors and around the world, enterprise leaders have been carefully managing expenses and streamlining processes. The service industry is no exception. However, improving contact center efficiency cannot come at the cost of delivering a great customer, agent, or technician experience. Automation is the answer to service industry staffing shortages and efficiency requirements.

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Contact Center 2023 Consulting Information 109

Method:CRM

MAY 23, 2023

Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.

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Customers Brands Sales Blog 97

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.

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Customer Service 2023 Reference Customers 74

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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

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.

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Contact Center Engagement Leadership Webinar 88

Zeisler Consulting

MAY 23, 2023

I write a lot (these days, at least, it seems) about cars. Last year I had a lot of interactions with my car company and other support organizations having to do with my automotive needs. So I guess with it front of mind, it seems appropriate that this little anecdote popped into my head the other day: Do you remember in 2022 when BMW decided to make heated seats a subscription service ?

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Automotive Loyalty Programs 2022 Brands 72

Ann Michaels and Associates

MAY 23, 2023

I have often wondered why so many large corporations and businesses opt to spend a lot of money on annual customer feedback surveys. Are they reliable? After all, is a customer going to recall every service touchpoint over a full year and be able to provide clear, actionable answers to survey questions? While annual customer satisfaction surveys can provide some insights, they may have limitations that can make them less effective in capturing the dynamic nature of customer satisfaction.

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Feedback Customer Satisfaction Social Media Touchpoint 52

BirdEye

MAY 23, 2023

Customer service is the beating pulse of your business. For your company to thrive, customer satisfaction has to be a priority. And feedback forms are one of the best ways to understand your customers and gather insights to improve the customer experience. This article deals with all you need to know about customer feedback forms including tips to design an effective feedback form.

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Feedback Net Promoter Score Customer Satisfaction NPS 52

CX University

MAY 23, 2023

The CX Professionals Association (CXPA) recently organized the CX Leaders Advance Conference, bringing together CX experts, thought leaders, and enthusiasts from around the world. I had the privilege of presenting on the topic of “Design Skills to Master Change and Emotional Impact” during this event. In this article, I will share key takeaways and insights from this conference. 1.

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2023 Insights Customer Centricity Presentation 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

CSM Magazine

MAY 23, 2023

In today’s competitive business environment, providing excellent customer service is crucial for any company’s success. However, not all customers have exact needs or expectations regarding service. It has led to specialized customer service, which tailors support and assistance to meet specific customer requirements. But what exactly is specialized customer service?

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Customer Service Customer Satisfaction Exceptional Customer Service Article 52

Helpware

MAY 23, 2023

Web3, also known as Web 3.0 is taking over the internet bit by bit. Its aim to decentralize the internet and give more power to the people has it being touted as the way of the future. Needless to say, it begs a lot of questions. At the top of that list are what is it, what does it have in store for us, and how can companies capitalize on Web3 to transform the customer experience as we know it?

Customer Experience 81

Customer Experience Customers 81

CSM Magazine

MAY 23, 2023

In today’s complex and competitive business environment, providing excellent customer service is crucial for success. One key aspect of service that companies should not neglect is the need to support vulnerable customers. Vulnerable customers require a unique approach, as they often face financial, emotional, or accessibility challenges that can hinder their ability to navigate through various products and services.

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Financial Communication Feedback Customers 52

MyCustomer

MAY 23, 2023

Voice of the Customer Why you need to be providing a global CX

Customer Experience 125

Customer Experience Customers 125

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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

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. Martins will be responsible for leading the company’s global technology and product management teams, including development, cloud, information technology,

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Innovation Contact Center Customer Centricity Leadership 52

Kustomer

MAY 23, 2023

Original investors Redpoint, Battery and Boldstart Ventures reinvest in Kustomer, the industry leading Conversational CRM platform aiming to disrupt the way companies and customers communicate across modern messaging channels. New York — May 23, 2023 — Kustomer, the industry leading Conversational CRM platform, co-founded by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, announced it has raised $60 million in a new financing round co-led by previous investors Battery and Redpo

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2023 Roadmap 2022 Communication 52

Optimove

MAY 23, 2023

When it comes to player loyalty, user experience is everything. The battle for attention and engagement is fierce, and the last thing you want is for players to get lost in a maze of irrelevant content or experience the friction of searching for their preferred games or betting markets only to be passed from pillar to post. The solution? A smart search engine, an intelligent beacon that illuminates their journey, guiding them swiftly to their desired destination with just a few keystrokes …

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E Commerce E-support Financial User Experience 52

CSM Magazine

MAY 23, 2023

Sabio recently interviewed Jennifer Wells, VP of Customer Experience, Transcom. In this interview, Jennifer explains the importance of listening to your customer service advisors and arming them with up-to-date CX technology. Watch the full video here. ARM ADVISORS WITH THE MOST UP-TO-DATE TECHNOLOGY Arming agents with the most up to date technology is critical for them to provide good customer service.

Customer Experience 52

Customer Experience Innovation Technology Customers 52

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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.

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Zonka Feedback

MAY 23, 2023

Finding Qualtrics too expensive and complex for your customer experience strategy? Or need a survey software with simple UI, advanced analytics, real-time feedback collection, and cost-effective solution? Switching to a Qualtrics alternative can be the right step. From being a single-product survey company for academic market research, Qualtrics transformed itself into a multi-suite organization empowering businesses to create exceptional experiences.

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2002 Feedback Customers Marketing 52

McorpCX

MAY 23, 2023

In a customer-centric organization, everyone has an “experience influencing” role. Customer centricity is a way of doing business that puts the customer and their needs at the center of decision making. It’s a strategic approach ingrained in the DNA of an organization, affecting every role – and not just executives, or customer-facing teams.

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Customer Centricity Culture Customer Experience Customers 52

CSM Magazine

MAY 23, 2023

The creation of medical applications aiming at enhancing patient care, optimizing workflows, and raising engagement among patients has significantly increased as the need for healthcare services rises. The need for them to adhere to HIPAA regulations, however, grows as the number of such applications rises. The US Congress established the Health Insurance Portability and Accountability Act (HIPAA) in 1996 in order to protect the security and privacy of patient health information (PHI) by setting

Healthcare 52

Healthcare Document Measurement Financial 52

Perkville

MAY 23, 2023

This Perkville integration with PEAK PAYMENT brings gyms an automated referral and loyalty program.

Loyalty Programs 52

Loyalty Programs Loyalty 52

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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

Alida

MAY 23, 2023

Communities have emerged as the most effective way to capture patient feedback and turn it into actionable insights and higher satisfaction.

Feedback 130

Feedback Insights 130

Forrester's Customer Insights

MAY 23, 2023

We advise on how to rethink your CPG sales strategy, protect your brand and customers, and establish a strong online presence.

Brands 26

Brands Sales B2C Customers 26

dscout People Nerds

MAY 23, 2023

Look no further: This deep dive has how-tos, best practices, and prime advice on key approaches to user research.

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MyCustomer

MAY 23, 2023

How Aegon Is Reaping the Benefits of Customer Centricity At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company.

Customer Centricity 95

Customer Centricity 2023 Customers 95

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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,

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