Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.

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ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

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Sales Customer Experience Workshop Customer Service Training 103

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

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Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. It differs from quantitative data which is statistical in nature. Qualitative feedback is important in understanding customer needs. It provides rich insights into the thoughts, emotions and perceptions of customers.

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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.

2024

BirdEye

DECEMBER 12, 2023

Phone tag — a term that refers to the all-too-familiar sequence of missed calls and voicemails — is much less fun than it sounds. This frustrating cycle can be a significant obstacle to efficient communication and productivity. Luckily, effective voicemail recordings can save the day. The right voicemail recording can reduce the frustrations of phone tag and ensure that your customers get the help they need quickly.

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SAP Customer Experience

DECEMBER 12, 2023

Join us for an journey down memory lane as we conclude the 2023 season of Labs Talk with a final epic live stream. Hosted by the duo, Andreas Neumeier and Sven Haiges, this special event is set to be a celebration of the year’s most memorable moments.

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Magellan Solutions

DECEMBER 12, 2023

Imagine this: You’ve availed yourself of a product or a service but still have a lot of questions in mind. You’ve tried calling their hotline, but the wait time is too long. You’ve sent them an email but heard no response. You even checked their social media accounts and only ended up getting an automated response. Frustrated, right? What if there was a better way to communicate with the seller?

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Optimove

DECEMBER 12, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Customer segmentation helps businesses target their audience with precision and tailor their strategies to meet specific customer needs. It is a crucial output from Customer-Led Marketing. The following 7 customer segmentation models can be leveraged to gain deeper insights into customer behavior and preferences, enhancing the customer experience and increasing Customer Lifetime Value (CLV).

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Marketing Download Customer Base Feedback 52

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments.

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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.

Voice of Customer

Gainsight

DECEMBER 12, 2023

The conventional wisdom at many SaaS companies is that they’re not ready for customer education or customer community. Many leaders say they’re focused on building (or just maintaining) their customer success teams. In this challenging economic environment, customer education and community are seen as nice-to-have extras for down the road. But what if customer success and customer education are actually part of the same revenue-building strategy?

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CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. In a recently published case study, the Genesys Cloud project with ENGIE was delivered two months ahead of the 12-month timeframe, exemplifying Sabio’s expertise in delivering rapid Genesys Cloud deployments.

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Magellan Solutions

DECEMBER 12, 2023

We all know how annoying it can be to receive a random call from someone offering a product or service we don’t need or want. Instead of being interested, we hang up or say, “No, thank you.” But what if you are on the other side of the phone? How do you make a good first impression, build rapport, and persuade them to take action? This is where lead generation comes in.

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SAP Customer Experience

DECEMBER 12, 2023

Hello everyone, I’m glad to announce the release of SAP Commerce Cloud Stay Current programs for Developer and Business User role. Passing the Stay Current assessment is mandatory, in order to keep your certification up-to-date, otherwise you have to take the certification exam again. What is a Stay Current program?

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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.

2024

Clarivate

DECEMBER 12, 2023

At Clarivate, we understand that IP professionals are under constant pressure to deliver more value to clients and stakeholders with greater speed and efficiency. That’s why we continue to invest in advanced tools that help IP attorneys, paralegals and legal operations teams work smarter, not harder. Case in point: FoundationIP , the first SaaS-based IP management solution, purpose built to increase IP team efficiency by leveraging automation and best in class country rules.

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Uplight

DECEMBER 12, 2023

Energy powers our lives and without it, we are literally in the dark–making it critical that we ensure our energy infrastructure is reliable and available. Like every other industry, the utility power industry has become digital, leveraging smart meter data to understand utilization and personal data to help engagement, behavior, and personalization.

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Think Customers

DECEMBER 12, 2023

Most companies are eager to implement AI solutions to improve customer experiences, but few have the data or technology ready to go to make it happen. Those are some of the insights gleaned from TTEC Digital’s State of AI in the Contact Center research report. The research was designed to define where the CX market is when it comes to AI adoption, and what’s holding them back.

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Zonka Feedback

DECEMBER 12, 2023

With 63% of shopping journeys originating online, the significance of online customer experiences is paramount. While website surveys play a pivotal role, understanding their varied applications and targeted feedback goals is key to their efficacy.

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Feedback Customer Experience Customers Management 52

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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.

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SurveySensum

DECEMBER 12, 2023

Online surveys, telephonic surveys, paper surveys, etc., are all about exploring the minds of a mass of people. These survey forms help in knowing the likes, dislikes, characteristics, and expectations of people and help gather concrete and accurate results for making vital business decisions. Customer feedback surveys give you insights into understanding their needs and hence improve business products and services.

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Forrester's Customer Insights

DECEMBER 12, 2023

Despite touting so much about storytelling, most brand experiences are still designed for marketing funnels. In a world where data deprecation is rapidly constraining customer experiences and digital sameness is ubiquitous, how do leading brands separate themselves from the pack to drive consumer engagement, loyalty and top-line revenue growth?

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Nasuni

DECEMBER 12, 2023

President David Grant shares that Nasuni’s hybrid cloud storage solution has been named to the 2024-25 DCIG Top Five Enterprise Cloud-based NAS Consolidation Solutions report in his latest blog.

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Forrester's Customer Insights

DECEMBER 12, 2023

MTV’s “Emily in Paris” is the story of an American marketing executive assigned to her agency’s Paris office. In each episode, she learns something new about the culture, she nails the pitch, there’s a montage of the campaign coming together, then she celebrates with the brand owner at his castle.

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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

SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

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Forrester's Customer Insights

DECEMBER 12, 2023

Last week, Amazon.com VP and CTO Werner Vogels closed out re:Invent 2023 with his keynote address on “The Frugal Architect” This wasn’t the first time, Vogels introduced this topic. In fact, it was a theme he originally introduced in 2012 that revolves around architecting with cost in mind.

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Braze

DECEMBER 12, 2023

At Braze, we're dedicated to powering interactions between customers and the brands they love worldwide.

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Zonka Feedback

DECEMBER 12, 2023

Many organizations rely on various types of surveys for collecting customer feedback to know how happy customers are about their experiences with their products and services. But many times, surveys become a boring and time-consuming task for the customers and therefore they tend to avoid responding to feedback surveys, which eventually leads to a low and inaccurate survey response.

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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