Customer Think
AUGUST 1, 2023
Source: Canva free Every industry has an abundance of email newsletters. It’s not hard to see why. Virtually everyone checks their email inbox daily, with many people taking multiple looks day and night. Therefore, it’s not enough to just send out emails. You’ll need an effective email newsletter that people care about.
Callminer
AUGUST 4, 2023
CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.
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eglobalis
AUGUST 1, 2023
How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.
ECXO
AUGUST 2, 2023
With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. The telecommunications industry is susceptible to consumers’ different priorities in times of economic hardship – many consumers will stick with the handset they already have or shop around for a cheaper deal elsewhere, even if the monthly pay package offers less data or perks.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Adrian Swinscoe
AUGUST 4, 2023
This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton and win the CX relay race first appeared on Adrian Swinscoe.
Callminer
JULY 31, 2023
Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer satisfaction.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
AUGUST 2, 2023
How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Who is Shep Hyken: He is the Chief Amazement Officer at Shepard Presentations, one of the most important and respected experts in Customer Experience and Services worldwide, and among the best inspirational speaker around the globe.
Adrian Swinscoe
AUGUST 1, 2023
Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the […] The post Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% – Interview with Jose Herrara of Horatio CX first appeared on Adrian Swinscoe.
C3Centricity
AUGUST 1, 2023
Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.
Customer Think
AUGUST 4, 2023
Does the onus for customer onboarding only reside with your customer success team? No. Is it OK to automate customer onboarding? It depends. What are the design considerations I should think about for my onboarding process? There are quite a few! The post Design Considerations For Your Customer Onboarding Process appeared first on CX Journey™.
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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.
ECXO
AUGUST 2, 2023
We are a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe.
TeamSupport
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.
Beyond Philosophy
JULY 29, 2023
18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-long career. However, it also worked. Colin did make that transition, moving throughout departments and learning new skills, and always with the goal of moving to general manager.
Customer Think
AUGUST 3, 2023
Brands today are facing a mix of economic uncertainty, rising acquisition costs and growing data regulations. To help executives and marketers better understand evolving consumer preferences, behaviors and expectations and more quickly create greater customer value and mutual benefit, our team at Airship recently released a new global report, “The Mobile Consumer 2023.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
ECXO
AUGUST 2, 2023
We are a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe.
ClearAction
AUGUST 3, 2023
Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. In my 5-year study of B2B CX practices , we asked: “Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated?” If you define “customer experience” as as post-sales retention, or programs, or a department, or interactions, your answer may be &
CX Network
AUGUST 2, 2023
11 vital customer service skills and why they are important for your business
Customer Think
JULY 29, 2023
The B2B customer base has shifted dramatically in just a few short years. While brand loyalty and high switching costs used to be reliable drivers of B2B customer retention, it doesn’t hold the same weight for today’s generation of tech-savvy, agile customers.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
SurveySensum
AUGUST 4, 2023
In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. According to Fortune Business Insights , the global loyalty management market size was valued at $5.29 billion in 2022 and is projected to grow from $6.47 billion in 2023 to $28.65 billion by 2030.
Zonka Feedback
AUGUST 4, 2023
In a world that's constantly evolving, staying ahead of the competition requires more than just a great product or service. It demands the ability to connect deeply with your audience, anticipating their needs even before they arise. Customer feedback is one of the most effective ways to gauge customer satisfaction and improve the offering.
CSAT.AI
AUGUST 3, 2023
There are more Zoomers than Boomers in the workforce now. The World Economic Forum projected that by 2025 Gen Z will make up 27% of working people in the 38 OECD countries and one third of the world population. They are likely to become some of your customer service agents ( and your customers ). Are you prepared to meet their needs and retain the Gen Z service agents in your contact center?
Customer Think
AUGUST 4, 2023
Anyone involved in marketing is probably familiar with the process of traditional project management. This will usually see the marketing team creating monthly, quarterly and even yearly plans that give a number of initiatives that they need to launch across the year. This is an approach that is very straightforward and often used successfully.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
SurveySensum
AUGUST 3, 2023
Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. You have a great product that your team has worked tirelessly to develop. But you’re not quite sure how it’s being received by your customers. You’ve many questions like – Are they happy with your service? Are there any pain points that need addressing?
Zonka Feedback
AUGUST 3, 2023
Looking for effective questions to create Mobile App Surveys? Explore the most effective Mobile App Survey Questions to create powerful mobile surveys for collecting actionable feedback. With over 52% of the internet traffic coming from mobile devices and 90% of that coming from mobile apps, the usage of mobile applications is unchallenged.
BeyondPhilosophy
AUGUST 3, 2023
My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Inevitably, these same exuberant students will appear at his office hours wanting career advice. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.
Customer Think
AUGUST 1, 2023
Optimizing customer experience is table stakes these days, as we all know. Doing so consistently, and in a way that balance organizational strategy with competitive pressures, and customer expectations in a consistently improving way can be a challenge, however.
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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.
InteractionMetrics
AUGUST 2, 2023
Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. But a recent experience with Fox Rent a Car showed me just how little they care.
Intercom
AUGUST 2, 2023
With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword. Companies are constantly striving to create groundbreaking products and services, but amidst the glitz of disruptive technologies, there’s one aspect that often remains overlooked: the customer experience.
SurveySensum
AUGUST 2, 2023
Are you struggling to choose the right surveys to enhance your B2B customer experience journey? Do you also feel overwhelmed with the countless options available? – We’ve all been there. The truth is, selecting the most effective surveys can be a real challenge. And making the wrong choice can lead to wasted time and resources. But fear not!
Customer Think
AUGUST 4, 2023
Have you ever experienced talking about an opportunity, a situation, or strategy with a very high performing sales person? Or been with someone dealing with a very complex deal, and all of a sudden they come up with the right answers, or strategies? Or that individual that just seems to always have the right answers […] The post Intuitive Selling—More Than A Feeling appeared first on Partners in EXCELLENCE.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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