Aspect

MAY 8, 2020

The events over the past several weeks have had an impact on businesses across the globe. Grocery stores have one-way aisles , no toilet paper to be found, limited quantity restrictions on eggs and a fraction of the number of customers permitted by fire codes allowed inside. Dine – in restaurants have be come take-out only and, in some cases, become mercantiles , selling bulk ingredients such a s flour, yeast and those hard to come by paper products.

Consulting 117

Consulting Consulting 117

Quiq

MAY 8, 2020

Instant messaging has changed the landscape of business-to-consumer interaction. The average American now receives a variety of texts from corporations and acquaintances. Digital-based customer service also opens more avenues to conduct business worldwide. How has digital transformation changed this multichannel approach and disrupted eCommerce and the sales cycle as we know it?

Multichannel 52

Multichannel CRM Chatbots Technology 52

ShepHyken

MAY 8, 2020

This week we feature an article by Jay Baer , founder of Convince & Convert. He shares insight on gaining and interpreting customer feedback. Editor’s note: This post was originally published on Jay Baer’s site, Convince & Convert. Customer feedback is a gift. I believe that. I wrote a whole book about it called Hug Your Haters.

Feedback 167

Feedback Customer Experience Marketing Technology 167

Myra Golden Media

MAY 8, 2020

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.

Customer Experience 240

Customer Experience 240

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Wowdesk Blog

MAY 8, 2020

Businesses value quality over quantity – being a minimalist is the new trend in this fast-paced world. The longevity of a business depends on the quality of its content and how they share crucial business details & work performance with their clients. . By far, it is seen that summarizing the content in the most optimized way is a tedious task for most organizations.

Best practices 91

Best practices CRM Customer Support Metrics 91

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. These insights will fuel your next steps and help you determine where resources are best invested and what improvements need to be made to ensure business continuity.

SaaS 77

SaaS Enterprise Customer retention Metrics 77

Outsource Consultants

MAY 8, 2020

Are you having trouble making plans that go beyond the short term? . Six weeks ago, who knew where we’d be today, as office environments sprinted toward 100% remote work — and now, who knows where we’re going? COVID-19 makes it nearly impossible to predict the future demands of call center organizations. But winners and losers will be crowned as leaders try to navigate this period of disruption and forecast for future trends.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Customer Experience Matters

MAY 8, 2020

One of the key goals of any Experience Management (XM) program needs to be employee engagement. This is not only a critical outcome for Employee Experience (EX) efforts, but it’s also a critical input to delivering great customer experience. Why? Because engaged employees are the trigger of a “virtuous cycle” of good customer experience and strong business results.

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Employee engagement Customer Experience Management 70

Concentrix

MAY 8, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, countries have continued implementing new coronavirus restrictions or relaxing existing restrictions. Other countries have also seen slowdowns in the number of new cases. The following is a roundup of key important events that have happened around the world in the last 24 hours.

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Based on company finances, CEOs and CFOs are determining which roles are necessary and nice-to-have. To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Servi

Benchmark 59

Benchmark SaaS Consulting Consulting 59

Concentrix

MAY 8, 2020

Learn quick-hit tactics that realign VOC programs to deliver more value in our new world. The post Future-Proof Your Customer Feedback Programs appeared first on Concentrix.

Feedback 62

Feedback 62

Skybridge

MAY 8, 2020

May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. Participants get hands-on training that equips them to ask the the right questions, oversee and lead others, and convey thoughts and strategies to senior administration.

Finance 52

Finance Coaching Contact Center Accountability 52

Ameyo

MAY 8, 2020

In the ever changing landscape of contact centers, one thing that stands out is your relationship with your customers. With a challenging pandemic at hand, what you really need is a solution that helps you bridge the gap between your agents and customers. With a rapidly evolving healthcare crisis around the world, you need to … The New Era CX: Call Center Mobile Application Read More » The post The New Era CX: Call Center Mobile Application appeared first on Ameyo.

Call Center 52

Call Center Healthcare Contact Center 52

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.

Customer Experience

Skybridge

MAY 8, 2020

May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. Participants get hands-on training that equips them to ask the the right questions, oversee and lead others, and convey thoughts and strategies to senior administration.

Finance 52

Finance Coaching Contact Center Accountability 52

Momentum Telecom

MAY 8, 2020

Momentum Telecom’s core mission is to empower human connections and enable others to thrive. In the second post in this series, we look at how the shift to working remotely has changed how we approach the partner and customer relationships that are the foundation of our success. Meet Kerri. As a regional sales manager for Momentum, Kerri Lytle is in his element when he’s on the road.

Sales 52

Sales Personalization Technology Management 52

Zoom International

MAY 8, 2020

Back in the day, we could meet face-to-face and talk through the imperative information needed to make business decisions. Some of us would get up from their seats to walk over and have a chat with a co-worker to get clarity on work tasks. If we were really busy, we’d often schedule a meeting to meet face-to-face. My favorite parts about going to work were feeling like I was an effective change manager.

Management 52

Management 52

Skybridge

MAY 8, 2020

May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre recently graduated from Stetson University’s Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. Participants get hands-on training that equips them to ask the the right questions, oversee and lead others, and convey thoughts and strategies to senior administration.

Finance 52

Finance Coaching Contact Center Accountability 52

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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.

Self service

Customercount

MAY 8, 2020

What different measures can resorts take to survive the challenges created by the Coronavirus pandemic? This will be just one of the questions raised at the upcoming Resort Trades Resort Resilience Interactive Telephone Town Hall on May 21 at 1:55 EDT. The free virtual event will feature key industry leaders sharing invaluable insights as they […].

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bold360 Blog

MAY 8, 2020

Subscribe via iTunes , Spotify and more. Customers are leaving brick-and-mortar stores to shop online in droves now, thanks to COVID-19. Consequently, e-commerce retailers are looking for the next wave of innovation. In that context, how do we address the challenges of e-commerce and e-commerce management? On this episode of CXNext, I interview Keith Anderson , senior vice president of strategy & insights for Profitero, where he leads the product strategy and global analyst team.

Analytics 52

Analytics Management Journey mapping Metrics 52

SmartKarrot

MAY 8, 2020

Role: Customer Success Manager, Enterprise Location: Los Angeles, CA/Atlanta, GA Organization: ServiceTitan Service Titan is seeking Someone who can join their team and become a part of exceptional project managers who partner closely with the largest and most successful trade service companies in the United States to ensure they are maximizing the incredible value of Service Titan software.

Calibration 10

Calibration Enterprise Upselling SaaS 10

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m writing this letter as one of you, and one of them. . I’m one of you because I’m a fellow SaaS CEO. I know firsthand the stress you’re going through right now doing everything you can to successfully navigate this Covid-19 crisis.

SaaS 83

SaaS Engineering Sales Accountability 83

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

SmartKarrot

MAY 8, 2020

A Customer Success Manager (CSM) is the one who develops a strong customer relationship by bridging the gap between the sales and support team of an organization. He is instrumental to the sales team and looks into customer loyalty as well as ways to delve into customer retention. Getting hold of a right CSM is highly important for any given organization.

Management 10

Management CRM Sales Customer retention 10

Certified Languages International

MAY 8, 2020

In the U.S., more than 30 million workers are considered essential. They formed the economic backbone of our society pre-pandemic, and now have the additional burden of being our lifesavers, the people we’re relying on to keep us connected and safe during this challenging time. These frontline workers include clinicians, bus drivers, grocery store clerks, cleaners, and delivery drivers.

Personalization 98

Personalization 98

SmartKarrot

MAY 8, 2020

Ever wondered what difference a successful SaaS retention strategy can bring to your business? According to a study by Bain & Co. , just a 5% increase in customer retention rates could potentially boost profit up to 95%! Yes, that’s the measure which has not only startled the traditional service companies but the modern SaaS based industry too got swept away by it.

SaaS 10

SaaS Customer retention Sales Management 10

Talkdesk

MAY 8, 2020

A Fortune 100 global media conglomerate is the newest enterprise to choose Talkdesk® as a trusted provider of contact center solutions. The media giant moves its customer support system to the cloud and provides more than 10,000 agents in 18 European countries with best-in-class customer experience tools, with plans to expand Talkdesk in more than 90 of its locations around the world by the end of 2020.

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contact center solutions Cloud contact Contact Center Enterprise 78

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Hodusoft

MAY 8, 2020

Are you stuck with these questions? What is voice broadcasting? Why has it gained so much importance? Voice broadcasting is the platform to reach a large number of people in the shortest time. It can be used for promotion, updates, building closure, and sending information quickly. It helps you to reach out to your target audience in multiple languages and is very effective.

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Education Accountability 52