Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su

Customer Relationship 101

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 101

Customer Think

NOVEMBER 14, 2023

This makes two movie posts in a row! Last week I used Sound of Freedom to illustrate that companies don’t know what they don’t know about sales. This week I’m using GameStop: Rise of the Players because of how the movie allows me to contrast the best and worst salespeople.

Sales 59

Sales 59

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su

Customer Relationship 62

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 62

Customer Think

NOVEMBER 14, 2023

Accounts Payable (A/P) 3-way matching is a fundamental process in financial accounting, especially in industries with complex supply chains like the apparel industry. This process serves as a cornerstone for effective financial management, ensuring that payments are accurate, justified, and fraud-free.

Technology 59

Technology Technology 59

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Zonka Feedback

NOVEMBER 14, 2023

Online surveys are a popular way of gathering information from people. Whether you're measuring customer satisfaction and feedback, taking employee feedback, capturing a lead at an event or doing market research, online surveys are useful in gathering any information from the market.

Customer Satisfaction 59

Customer Satisfaction Customer Feedback 59

Customer Think

NOVEMBER 14, 2023

Listen to Podcast. Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, and ethics and Art is a writer, editor, consultant/facilitator and entrepreneur with a background in technology, business culture, scenario thinking and organizational learning.

Technology 53

Technology Technology 53

Customer Think

NOVEMBER 14, 2023

The News A lot is going on in the SAPverse during October and the early days of November 2023.

AI 53

AI CX Technology Technology 53

Zendesk

NOVEMBER 14, 2023

Recent years have brought to light the important role employee experience (EX) plays in a company’s success. According to a study by Harvard Business Review , a company can increase its revenue by 50 percent by improving its employee experience. In our 2023 Employee Experience Trends Report , 79 percent of EX professionals said that EX will be a higher priority within the next 12 months.

Innovation 52

Innovation AI Finance Customer Service 52

Customer Think

NOVEMBER 14, 2023

Source: “The CMO Survey” (Christine Moorman, 2023) (This month’s Research Round-Up is devoted entirely to the Fall 2023 edition of “The CMO Survey.” This research has been conducted semi-annually since 2008 and consistently provides a wealth of valuable information about marketing trends, spending, and practices.

B2B 53

B2B 53

Experience Investigators

NOVEMBER 14, 2023

Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like “Why We Buy: The Science of Shopping” by Paco Underhill and “Chief Customer Officer 2.0” by Jeanne Bliss to newer gems like “A Diamond

CX 52

CX Gaming Start-ups Customer Experience 52

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

SurveySensum

NOVEMBER 14, 2023

Is your website designed user-friendly? Well, most users leave a website if they don’t find it well-designed or can’t locate the information they’re looking for. So, how can you determine whether your website is user-friendly? You can do that by launching the website feedback surveys. Yes, your users can drop in crucial insights about their needs, preferences, and pain points.

E-commerce 52

E-commerce Omnichannel Touchpoint Close the Loop 52

Customer Think

NOVEMBER 14, 2023

With all the buzz around artificial intelligence (AI), many contact center leaders feel like they’re already falling behind with AI adoption. Implementing any new technology is daunting, and when it comes to AI, the pace at which it is developing can leave even the most innovative customer experience organizations racing to catch up.

Contact Center 45

Contact Center Artificial Intelligence AI Innovation 45

VOZIQ

NOVEMBER 14, 2023

In the dynamic landscape of modern subscription business, customer-centric leaders face the imperative of not only retaining customers but also driving sustainable growth. They’re often faced with questions such as: How do we unveil and address churn drivers to improve customer loyalty and lifetime value? How do we identify at-risk customers based on the available customer data?

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

Customer Think

NOVEMBER 14, 2023

Expands industry-leading digital experience platform (DXP), enabling marketers to create more productive digital journeys for all users

45

45

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

MyCustomer Experience

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more - not fewer - agents. Here are.

Artificial Intelligence 40

Artificial Intelligence AI 40

Customer Think

NOVEMBER 14, 2023

Adds industry-leading capabilities to Acquia's open digital experience platform for building, managing, and delivering optimized and inclusive website experiences

Compliance 45

Compliance 45

SugarCRM

NOVEMBER 14, 2023

Swaps Monitor is a financial data provider based in New York, serving establishments in the financial sector for over 30 years. Being an essential player in the niche and catering to the needs of many customers, Swaps Monitor rapidly grew their teams, including the Customer Support team. The old-fashioned way of keeping track of customer requests was simply not keeping up with their support team.

Outlook 26

Outlook CRM Start-ups Customer Satisfaction 26