CX Operations, or CXOps, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience. Do you need a CX Operations manager dedicated to this effort? Let’s find out. Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. . MORE
Influitive
AUGUST 31, 2020
We kicked off this year’s Influitive Live 2020 conference with a hot topic: the customer journey. In his Opening Keynote, Influitive CEO Dan McCall presented this important finding: 84% of customers say that the experience a company provides is as important as its products and services. “A company that listens and engages with their customers […].
Talkdesk
AUGUST 31, 2020
Call center outsourcing is a hot topic on both ends of the phone – company and customer. And both groups have reasons to celebrate and hesitate. From a company’s perspective, call center outsourcing can be attractive for expanding customer communication, but may be nerve-wracking given that it requires giving up some control over their provision of service.
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GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.
Steve DiGioia
AUGUST 31, 2020
People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”. How the heck does he know “my style”? I can do without the kissing-up just for him to make the sale.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
GetFeedback
AUGUST 31, 2020
Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ClientSuccess
AUGUST 31, 2020
You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. .
Comm100
AUGUST 31, 2020
Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?
ViiBE Blog
AUGUST 31, 2020
With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. They have experienced higher levels of success despite the challenges presented during the crisis.
Gainsight
AUGUST 31, 2020
Gainsight is fortunate to help bolster the performance of many EdTech companies. When tasked with finding even more ways for Gainsight to serve companies better in this unique industry, I started by learning about the current Edtech landscape and the multiple future projections. The impact of COVID-19 on the EdTech space surfaced three recurring themes that companies should consider when planning their business strategy for next year: .
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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.
Feedbackly
AUGUST 31, 2020
Although CX has been repeatedly indicated as a top priority in the business industry at present, the statistics present a different story. While companies. Source.
Uplight
AUGUST 31, 2020
The summer of 2020 promises to pose unique customer experience challenges. We are in the midst of a global pandemic that has kept people locked in their homes most of the spring and now summer. Throughout the lockdown, we saw customers’ expectations from their electric utilities shift as consumers began to look to utilities to Read More. The post Summer 2020: COVID-19 Customer Response appeared first on Uplight.
Customer Enthusiast
AUGUST 31, 2020
Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes from a variety of sources, including: Surveys (internal and external/third-party) Online reviews (TripAdvisor & Yelp together host >750M consumer reviews) Support tickets Facebook comments (5 billion per/mo.
NetBase
AUGUST 31, 2020
Consumer sentiment often follows the news cycle, but not always. And it’s important for brands to capture distinct consumer and news media conversations to see where those differences lie, as it can inform your next move. And particularly, in light of COVID, this intel can be brand-making, or breaking! NetBase News adds LexisNexis resources to sharpen the image – giving way to details that would be missed using other means.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
NobelBiz
AUGUST 31, 2020
The August 20 case of Odom vs ECA Marketing proves that ONE prerecorded call to the wrong person is enough to prove a WILLFUL violation of the TCPA. Read about it, see how it all happened, and read how you can best guard your business. The post One Bad Call Is Enough to Get Sued and Lose | A Review of Odom vs ECA Marketing appeared first on NobelBiz®.
Topdown
AUGUST 31, 2020
Staying up to date on the most recent trends, standards, and best practices related to customer communication management (CCM) and customer experience (CX) can mean the difference between successfully inspiring brand loyalty and losing your customers early in their journey. Especially now, as the lines between these two categories continues to blur.
Uplight
AUGUST 31, 2020
Every month, we interview an Uplight employee to get to know more about what they do at Uplight, why they love working here, and what inspired them to get into this industry! This month, I chat with Lindsey Meehan, Senior Director of Corporate Marketing. What do you do for Uplight? I lead the corporate marketing Read More. The post Team Spotlight: Lindsey Meehan appeared first on Uplight.
Fox Metrics
AUGUST 31, 2020
Managing a start-up comes with a lot of uncertainties. Everyone goes into business, believing their ideas and strategies are superior. But most times, the things you think will work don’t work, and those you never gave a thought may turn out to be the next big thing. This happens to be the case for most start-ups developing an online strategy.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Forrester's Customer Insights
AUGUST 31, 2020
Getting to customer-obsession is a complex, all-in effort that is more of a cause than a program. It flows directly from the heart of an organization – it’s about how you behave and what you value. Here's a rough map of how a CEO can lead this voyage.
Optimove
AUGUST 31, 2020
Did you know that gaming operators who combine realtime marketing with historical player data provide their players with a contextual and unified experience – that increases player value by 40% and reactivation by 4X? In the first part of this mini-series , we spoke about increasing engagement by customizing big win messages. Here we will turn our focus to improving adoption by cross-selling to mobile.
Kitewheel
AUGUST 31, 2020
The Healthcare Experience Through Time. Healers, midwives, barbers, and trained medical professionals have existed for millennia, doing their best to keep humanity as a whole on track to better health, with mixed results. As our understanding of science has improved, so too has the modernization of healthcare. In the 1800s, medicine became more and more professionalized, requiring licensure to prevent untrained amateurs from claiming advanced medical knowledge.
COPC
AUGUST 31, 2020
Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article published in Customer Think discussing this topic and how call resolution relates to the Service Journey. Most contact centers are able to quantify the cost of an inbound call, but how many of them (beyond those centers which are involved in sales or collections) are actually able to quantify the value of resolving an inbound call in terms of customer loyalty or prom
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Kitewheel
AUGUST 31, 2020
The Healthcare Experience Through Time. Healers, midwives, barbers, and trained medical professionals have existed for millennia, doing their best to keep humanity as a whole on track to better health, with mixed results. As our understanding of science has improved, so too has the modernization of healthcare. In the 1800s, medicine became more and more professionalized, requiring licensure to prevent untrained amateurs from claiming advanced medical knowledge.
inmoment
AUGUST 31, 2020
Most brands are keenly interested in creating experiences that move their customers on an emotional level—the trick lies in figuring out which factors companies can and should wield to elicit that response from the individuals they seek to serve. . Experience outcomes have a lot to do with all the usual elements, like brand professionalism, but they also have everything to do with how customers feel before, during, and after an experience.
Think Customers
AUGUST 31, 2020
The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand advocates. Research also shows that just increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent. Plus, retaining customers costs less than continually acquiring new ones.
Bold360
AUGUST 31, 2020
Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Let’s start with a definition: “customer self-service” offers customers the tools and resources they need to find answers and resolve issues on their own, without the intervention of a human service agent.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
InteractionMetrics
AUGUST 31, 2020
Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re faced with the same challenge, there’s significant variation among individual experiences. This is highlighted in the relationship between companies and their employees. So now more than ever, companies need insightful employee satisfaction metrics.
Gainsight
AUGUST 31, 2020
Mike Rivisto and Jessica Countess, ServiceChannel. Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How ServiceChannel obtained a 52% response rate on their NPS Survey.
CSM Magazine
AUGUST 31, 2020
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes. I saw a cartoon in a business publication that accurately sums up the sad modern state of customer service. A woman is speaking into a phone recorder while two men stand behind her. The men are speaking to the woman as she records her voice into the voicemail.
Wootric CX Blog
AUGUST 31, 2020
CX Operations, or CXOps, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience. Do you need a CX Operations manager dedicated to this effort? Let’s find out. Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. .
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