InMoment XI
JUNE 14, 2022
We are all competing in the End User Era now. Investor Blake Bartlett coined the term “ End User Era ” to capture an important shift that is happening on an organizational level across industries: “Today, software just shows up in the workplace unannounced. End users are finding products on their own and telling their bosses which ones to buy.
Eptica
JUNE 15, 2022
Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022. Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Digital technology offers local councils enormous potential in how they serve their local communities.
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Topdown
JUNE 13, 2022
Understanding that communication plays an integral role in our everyday lives aids in creating and executing on effective management strategies. Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. Communication truly lays the foundation for any relationship. From there, trust is built, loyalty is developed, and other positives are able to stem, grow, and compound.
Totango
JUNE 15, 2022
What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic. But don’t! While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer bas
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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.
InMoment XI
JUNE 15, 2022
Surveys are a great way to collect information about people’s perceptions, opinions, thoughts, attitudes, etc. But what makes for a good survey or good survey question? The trick is making sure that you’re asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Brandwatch CX
JUNE 15, 2022
The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.
Totango
JUNE 15, 2022
Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions. All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm.
Kustomer
JUNE 13, 2022
Instantaneous, chat-based channels are poised to grow in popularity. Kustomer research discovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. Messaging channels are therefore expected to become increasingly essential in solving customer issues on-demand to meet customers where they’re already communicating with family and friends.
BirdEye
JUNE 14, 2022
It can be hard for local business owners to keep up with Google’s ever-changing algorithm. However, keeping up with these updates s an essential part of maintaining your business’s online reputation. During a recent webinar, we sat down with SEO expert Steve Wiideman to talk about five new changes to Google’s algorithm and how they can directly impact your business. 1.
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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.
Beyond Philosophy
JUNE 16, 2022
As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the same pickle. Today’s pickle is sent in from Christine Jones. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously.
Upstream Works
JUNE 15, 2022
Artificial Intelligence (AI) applications and digital transformation remain core technology trends across all facets of business, but they are especially relevant for contact centers. AI in particular holds great promise but remains poorly understood. The complexities around AI are difficult to understand and contact center leaders are uncertain about how to deploy it.
Comm100
JUNE 15, 2022
If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.
QuestionPro Audience
JUNE 11, 2022
As phones become increasingly less ubiquitous, it becomes difficult to conduct telephone-based surveys. But the good news is that there’s a new way to conduct surveys! Random device engagement (RDE) is an innovative method of conducting research that uses a respondent’s unique identifier as the keystone of their participation. It is important to note that by observing the identifier of device world ads, survey firms can prevent fraud related to SUMAs (single users, multiple accounts)
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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Totango
JUNE 15, 2022
You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues still arise. When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. This is why having a proper escalation management process in place is essential. .
One Millimeter Mindset
JUNE 15, 2022
You control how you are investing emotional energy on clients (and colleagues). Some clients always seem to demand more time and attention than others. Yet, these clients are not necessarily the ones who bring out your professional best, are they? Eventually, you decide that the emotional hassle factor may not be worth excess time and attention, moving forward.
Comm100
JUNE 15, 2022
Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.
Pink Guava
JUNE 14, 2022
5 Guiding Principles of Innovative CX Management Customer Experience is a relentless effort in pursuit of achieving customer loyalty. Considering the uniqueness in offerings, customer behavior, or culture within the organization, customer experience is also very distinctive to it. A successful customer experience program demands consistent efforts in identifying new solutions, being creative, having holistic views, subject matter expertise, and value creation.
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.
McorpCX
JUNE 14, 2022
Fixing CX Potholes and Using Roadmaps for Your CX program: Insights from Forrester CX North America 2022. The presentations at Forrester CX North America 2022 , which took place June 7-9 at the Gaylord Opryland Resort and Convention Center in Nashville, were full of amazing insights and information. But as always, there were a few key takeaways that stood out for me.
ShepHyken
JUNE 17, 2022
This week we feature an article by Devin Pickell, Growth Marketing Manager at Privy. He shares the five consumer trends organizations can use in their next campaigns and strategy. It’s difficult to stay on top of everything as a small business owner, especially in today’s fast-paced environment. So getting a competitive edge on what your consumers prefer can be extremely beneficial for your business. .
Interactions
JUNE 17, 2022
For years, the customer experience industry has strived toward fast, easy, painless experiences for customers. However, time and time again, we feel failed by brands for bad customer service and wasted time. . The common theme among bad experiences in customer service revolve around the fact that customers feel powerless. This can be caused by long waiting times, having to be transferred multiple times, and dealing with unknowledgeable agents.
Kayako
JUNE 16, 2022
It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty. Today we know that it’s not quite that simple. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in
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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.
ChurnZero
JUNE 17, 2022
Onboarding sets the tone for a customer’s entire lifecycle. It is here, that the seeds of renewal are sown. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? How do you know if the targets you’ve set are overly ambitious or not big enough?
ShepHyken
JUNE 13, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Sign Me Up! 10 Tips for Success with Subscription Business Models by Amanda Davis. (CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines.
BirdEye
JUNE 16, 2022
If your business isn’t listed on Google Maps, it may as well be invisible to potential customers. When people search for businesses and services in their area, they often rely on the top search results in Google Maps to make their decision. As a business owner, you should prioritize getting your business on Google Maps and ranking as high as possible.
Blueshift
JUNE 14, 2022
Our direct integration allows marketers to unify data in real-time, effortlessly activate that data, and gain comprehensive views of their relevant data. The post Blueshift and Snowflake Integrate to Mobilize Your Data for Customer Engagement appeared first on Blueshift.
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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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