ClientSuccess
FEBRUARY 14, 2023
Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.
Russel Lolacher
FEBRUARY 13, 2023
In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. A few reasons why she is awesome — she is an international career and LinkedIn branding advisor, interview coach and resume writer all through her consultancy CV Labs.
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Playvox
FEBRUARY 13, 2023
With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. If they don’t get it, they’re likely to move on, costing your business money in the long run. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% of their revenue due to bad experiences.
InMoment XI
FEBRUARY 15, 2023
We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? ” It’s now time to discuss the organizational elements that are necessary for CX to thrive in an organization (regardless of the reporting structure your organization chooses or the characteristics of the person leading the CX function).
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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.
ShepHyken
FEBRUARY 14, 2023
Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
MyCustomer
FEBRUARY 14, 2023
Engagement How can CIOs and CX leaders work collaboratively?
BirdEye
FEBRUARY 15, 2023
Dentists and dental practices are increasingly turning to social media as a way to connect with patients, promote their services, and grow their businesses. Social media marketing provides dentists with an effective platform for connecting with potential customers and building relationships that will last. However, it can be difficult to know where to start and how to best use these social platforms.
Magellan Solutions
FEBRUARY 15, 2023
Before digital marketing evolved, performing daily tasks, gathering data, and generating leads had been really time consuming for marketers. Those tasks added to the employees’ pile of work which hindered them from focusing on their other core businesses. The adoption of customer relationship management (CRM) systems in the business world has been a game changer for employees.
Alida
FEBRUARY 16, 2023
A key part of Alida’s mission is to enable collaborative intelligence, the idea that many heads are better than one. Alida communities, for example, bring brands and customers together in a shared space to co-create and improve experiences. Now, we’re taking another step toward the goal of collaborative intelligence: Getting humans and AI working together for the greatest outcome.
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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.
SurveySensum
FEBRUARY 16, 2023
There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? Mr. Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.
BirdEye
FEBRUARY 14, 2023
Whether a small business or a large corporation, your business’s online reputation is more important than ever. The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market.
Lumoa
FEBRUARY 16, 2023
It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.
Alida
FEBRUARY 15, 2023
Customers’ needs are changing at breakneck speed. Only insight communities can keep up.
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!
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COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Global Benchmarking Series | Customer Experience COPC research shows that most customers prefer human-assisted support channels over self-service channels.
IntouchInsight
FEBRUARY 16, 2023
At Intouch Insight, we are constantly enhancing our software so that we can empower our customers to reach customer experience excellence. This month we have added new features to the Intouch Insight Platform and IntouchCheck™.
One Millimeter Mindset
FEBRUARY 15, 2023
Are you known for being hard charging professionally? Are you sure you know what that phrase potentially looks like in today’s and tomorrow’s workplaces? The Merriam-Webster dictionary defines “hard-charging” as being aggressive, determined, and ambitious. These are solid professional attributes to bring to the workplace each day. However, consider how you manifest being aggressive, determined, and ambitious each day.
Comm100
FEBRUARY 12, 2023
As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Maru Group
FEBRUARY 14, 2023
By Glyn Luckett Maru/Matchbox | February 2023 Due to inflationary pressures in the global economy, budgets and spending has come under scrutiny in many organizations. One area where spending is likely to come under pressure is learning & development training (L&D). Learning at all levels of the organization sets the foundation for success in many ways, including retaining top talent, increasing employee satisfaction in the workplace, and better customer service.
CSM Magazine
FEBRUARY 16, 2023
With 97% of Fortune 500 companies now using social media, s ocial channels such as Twitter and LinkedIn have become an integral component of business customer service strategies. This trend is expected to accelerate as companies seek out new ways to use social media for customer service needs. In this article, we’ll look at how businesses can utilize social media for an improved online customer experience, responding to customers on social media platforms, and other uses cases that will en
SAP Customer Experience
FEBRUARY 17, 2023
A customer portal allows businesses to interact with their customers in a more efficient and personalized manner. These portals can provide a wide range of features and capabilities, but there are a few critical ones that every business should consider when implementing a customer portal. User Authentication and Access Control.
Comm100
FEBRUARY 13, 2023
It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.
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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.
Customer Enthusiast
FEBRUARY 16, 2023
A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by the organization’s guiding statements and core values.
ShepHyken
FEBRUARY 13, 2023
Top Takeaways: The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. Customer service must be built into every aspect of the journey.
SAP Customer Experience
FEBRUARY 15, 2023
The first cycle of the 2023 SAP Customer Engagement Initiative (CEI) is live and you can sign up on Customer Influence (sap.com) until March 10. The SAP Customer Engagement Initiative enables you, as an SAP partner, to get early insights into SAP’s product developments and directly work with SAP development.
Beyond Philosophy
FEBRUARY 16, 2023
Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I have had this problem many times, but most recently regarding purchasing a heater for my home. I went to Amazon to pick one and was quickly overwhelmed by my options.
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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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