InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming. That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and wo

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Contact Center Call Center Social Media Employee Experience 364

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.

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Airlines Sports Books Consulting 151

Optimove

OCTOBER 5, 2023

As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Below are six of these “horrors.” Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing.

Marketing 119

Marketing 2023 B2C Consumers 119

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships.

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Contact Center Call Center 2027 Customer Satisfaction 105

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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

Retently

OCTOBER 5, 2023

Have you ever walked into a room full of people and wondered how to start a conversation with each individual? Likewise, businesses meet plenty of customers with unique needs and preferences. Understanding them becomes key to creating memorable experiences and fostering loyalty. But here’s a twist: what if we told you there’s a handy tool to help categorize customers, making it easier to cater to their needs?

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NPS Net Promoter Score Loyalty Feedback 78

SAP Customer Experience

OCTOBER 5, 2023

In November 2022, with Commerce Cloud 2211 release, we at SAP made a significant announcement regarding our commitment towards the accelerated innovation and modernization of SAP Commerce Cloud. As we approach the one-year anniversary since this announcement and release, I feel it is a fitting moment to share the results.

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Innovation 2022 B2C B2B 88

CSM Magazine

OCTOBER 5, 2023

Did you know that holiday accident claims spike by 15% each year? As a business owner, you’re directly affected. You’ve got a responsibility to ensure customer safety, but you’re also caught in the crossfire of potential legal issues. This article will help you navigate these choppy waters with strategies for accident prevention, effective responses to claims, and understanding the legal implications.

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Travel Measurement Customers Hotels 59

SAP Customer Experience

OCTOBER 5, 2023

As you may have heard, SAP was once again named a Leader in the Gartner® Magic Quadrant™ for Digital Commerce. Our unwavering dedication remains to deliver SAP Commerce Cloud as a cutting-edge composable commerce platform in the cloud. Continuing on the Intelligent CX themes we introduced in Q2 2023, we.

2023 86

2023 B2C B2B Customer Experience 86

CSM Magazine

OCTOBER 5, 2023

Blade Roofing, a nationwide roofing company, has rolled out a BigChange job management system to significantly reduce administration and eliminate paperwork. The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work. Real-time vehicle tracking and fleet management tools are also helping Blade better respond to emergency call outs, monitor fleet security and improve workforce health and s

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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

SurveySensum

OCTOBER 5, 2023

Samantha had long awaited the day she could upgrade her trusty old sedan to a shiny new car. After extensive research, she decided to visit Prestige Motors, a reputable dealership. Samantha’s purchasing process went smoothly, and she drove home in her new car, thrilled with her decision. A few days later, she received an email from Prestige Motors, requesting her feedback on the dealership experience.

Automotive 52

Automotive Feedback Customer Satisfaction 2028 52

Gainsight

OCTOBER 5, 2023

Launching a Customer Community can feel overwhelming. From building a content strategy to getting your cross-functional teams aligned, there are a lot of boxes to tick off before you even go live. And once you do launch, you have to continuously monitor and refine. But, you absolutely can’t skip building a Customer Community—and it can be simple. Why You Need a Customer Community In today’s market, providing a centralized destination for self-service resources is table stakes.

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Roadmap Feedback Measurement Social Media 52

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service. Researchers found that 34% of Brits admit that long wait times are the thing that annoys them the most about customer service when dining out, while 33% selected slow service.

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Customer Service Poor Customer Service Hospitality 2023 59

Forrester's Customer Insights

OCTOBER 5, 2023

Text analytics is a peculiar software market segment. Vendors typically have a main offering that heavily relies on text mining and analytics, but they rarely position themselves explicitly as “text analytics platforms.

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Document Consumers Marketing Customer Experience 57

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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

SAP Customer Experience

OCTOBER 5, 2023

In eCommerce, the distinction between B2B (Business-to-Business) and B2C (Business-to-Consumer) is more than a matter of audience; it fundamentally shapes the entire commerce ecosystem. While B2C transactions are straightforward and often impulsive, B2B eCommerce operates on an entirely different plane of complexity. Here’s why: Multi-tiered Purchasing Processes: B2B transactions usually.

B2B 56

B2B B2C Consumers Customer Relationship Management 56

IntouchInsight

OCTOBER 5, 2023

Whether you’re hankering for a hoagie, grinder, or hero, subs are popular among sandwich lovers everywhere. And, in Intouch Insight’s recent Flash Points survey of 1465 consumers across North America, 58% of respondents included Subway among their favorite sub shops.

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Consumers 126

Cyara

OCTOBER 5, 2023

Cloud migration, omni-channel usage, greater digitization, increased adoption of voice bots and voice biometrics, along with rapid developments in artificial intelligence (AI) are just a few of the ever growing advancements which are reshaping how organizations like yours are interacting with customers.

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Connections Interaction Customers Insights 76

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Designing and implementing the perfect playbook for managing large-scale clients is crucial to ensuring consistent customer experience and business growth. In this article, we delve deep into creating an effective playbook strategy for Large -Scale Clients that can help you build and grow long-lasting relationships and drive revenue growth.

Management 10

Management Metrics Article Engagement 10

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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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Clarivate

OCTOBER 5, 2023

Clarivate hosted a panel discussion focused on advances in transparent peer review that can help mitigate some of the challenges around peer review manipulation. Trust is central to a functional research system, as it is to a functional society at large. However, a variety of threats to research integrity have been growing, including paper mills, image manipulation and the potential for AI abuse.

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2023 2012 Article 2022 64

Brandwatch CX

OCTOBER 5, 2023

Here's how the latest TikTok trend went viral, the data behind the trend, and some insights on what brands can do about it.

Insights 59

Insights Brands 59

Zonka Feedback

OCTOBER 5, 2023

Collecting customer feedback helps businesses get a complete picture of their customer journey. However, it is only through proper measuring and analysis of the feedback that businesses get a better understanding of their customer's needs, anticipate trends, and deliver on their expectations to close the feedback loop. And that's where feedback management software comes into the picture.

Feedback 59

Feedback Management 2023 Customer Journey 59

Clarivate

OCTOBER 5, 2023

With market uncertainty now the norm rather than the exception, IP legal teams regularly face multidimensional challenges. What if those challenges are opportunities for change? Budgets and staffing are tight, competitive pressures are on the rise, and clients and business leaders are demanding more for less — without compromising quality. This creates an inflection point for rethinking how corporate and law firm intellectual property (IP) legal teams operate.

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White Paper Competitive Advantage 2009 Financial 59

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

Forrester's Customer Insights

OCTOBER 5, 2023

Curious of how long the shift to buying groups and opportunities takes? Register for Forrester’s webinar to find out how Reltio made this transformation in just 60 days.

Webinar 57

Webinar B2B Sales Marketing 57

5CA

OCTOBER 5, 2023

5CA’s Player Support Meetup 2023 brought together Player Support experts from around the world to share industry insights & expertise.

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2023 Insights 52

Forrester's Customer Insights

OCTOBER 5, 2023

Learn how investing in cybersecurity skills and training (CS&T) platforms can help overcome the cybersecurity skills gap in this preview of the upcoming Forrester Security & Risk Forum.

Management 53

Management Customers 53

Zonka Feedback

OCTOBER 5, 2023

Over the years, patients have had to increasingly bear medical expenses from their own pockets. The result is that more and more patients are getting actively involved in the healthcare they receive and their expectations have risen to the next level. Therefore, patient satisfaction has gained more importance than ever and dissatisfied patients are more than happy to leave a healthcare provider for better health services and satisfaction.

Healthcare 52

Healthcare Feedback Management 52

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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