ShepHyken

APRIL 17, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. COVID 19 is proving to be like an earthquake. Its tremors are changing the World’s economy and the way you work and do business. As it is, India’s economy was in a downward spiral with growth touching 4.7% in 2019 and the Coronavirus impact could see growth crash to less than 2%.

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Answer Dash

APRIL 17, 2020

Businesses everywhere are waking up to the value of customer experience and recognizing outstanding customer experience (CX) as a key ingredient to rising above the competition. From ideas and definitions to practical tips on roles and processes, here’s how to supercharge your brand, secure long-term revenue, and evolve your company culture. Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your l

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Hello Customer

APRIL 17, 2020

Every week we see businesses adapting to new circumstances in creative ways. Many organisations are constantly innovating so they can remain at the disposal of their customers. Some companies are forging new alliances, others open up their business to do good for society. In our weekly digest, we highlight some of these inspiring stories. This week: Eneco, CitizenM, Colruyt and Zalando. 1.

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ProProfs Blog

APRIL 17, 2020

Businesses big and small are leveraging the power of holding live events to maximize brand value, drive revenue, and improve customer experience. Here’s what the numbers say: 80% of the businesses believe that live events are necessary to get a competitive edge, according to the latest report by Endless events. . According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing.

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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.

Aspect

APRIL 17, 2020

Who is your customer? And perhaps more importantly, what would it take to keep that customer for a lifetime? Aspect CEO, Patrick Dennis recently had an opportunity to sit with Frank Bria , host of The SaaS CX Show. They spent roughly 30 minutes discussing CX in the contact center. Patrick shared some valuable information that may shift the way you think about customer experience and satisfaction as a whole. .

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Eptica

APRIL 17, 2020

Date: Friday, Avril 17, 2020 Author: Steve Nattress À quoi ressemblera le self-service client en 2025 ? Publié le: 17 Avril 2020. Auteur: Steve Nattress Que ce soit pour répondre à des questions fréquentes ou permettre aux clients de modifier leurs comptes eux-mêmes sans avoir à appeler ou à envoyer un e-mail, les avantages des outils de self-service en ligne sont indéniables.

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Concentrix

APRIL 17, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple countries have announced new travel and/or movement restrictions or enhanced existing restrictions. Other countries have seen slowdowns in the rate of new infections. The following is a roundup of key events that have happened around the world in the last 24 hours.

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Plantronics

APRIL 17, 2020

At Poly, our products have enabled many employees with the benefits of flexible working and working from home for many years – whether it’s been the occasional day working from a remote location, a regular schedule of working from home one or two days a week, or permanently working from a home office. With seven [ ] The post People, Spaces & Technology: Enabling Success in the Virtual Contact Center appeared first on Poly Blog.

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Talkdesk

APRIL 17, 2020

In addition to pressing public health implications, the coronavirus (COVID-19) pandemic has inflicted a great deal of uncertainty on the global economy for which no one was prepared. In the customer service sector, when the crisis broke out and we became aware that life as we knew it was going to be temporarily put on hold, leaders turned to their business continuity plans.

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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

Jon Arnold

APRIL 17, 2020

In case you missed it… Last week, I did a live webinar with 8x8 , in conversation with Justin Robbins , talking about business continuity issues during these pandemic times. It’s a legitimate problem, especially to support WFH, and it’s tailor-made for cloud solutions like UCaaS. Justin and I could talk all day long about this stuff, but we only had a half hour, and the audience was pretty engaged.

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Influitive

APRIL 17, 2020

Commvault is a recognized leader in data backup and recovery solutions, and winner of the Influitive 2019 BAMMIE award for Best Emerging Advocate Program. In our most recent customer success webinar, I spoke with the team behind the company’s exceptional customer advocate community, Commvault Connections. In the first year after launching the community, the team […].

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LiveVox

APRIL 17, 2020

The Inbound IVR Functionality You Need to Succeed More contact centers are experiencing a big uptick in call volume and hold times, with fewer overall agents available to take those calls, primarily due to the increased pressure brought upon by COVID-19. It’s more important than ever to think about improving your current inbound Interactive. The post The Inbound IVR Functionality You Need to Succeed appeared first on Livevox.

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Influitive

APRIL 17, 2020

Commvault is a recognized leader in data backup and recovery solutions, and winner of the Influitive 2019 BAMMIE award for Best Emerging Advocate Program. In our most recent customer success webinar, I spoke with the team behind the company’s exceptional customer advocate community, Commvault Connections. In the first year after launching the community, the team […].

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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

C Space

APRIL 17, 2020

Healthcare, Now. What we’ve discovered about coping in a crisis. By Corey Schwartz, Managing Director, C Space Health. “For patients getting laid off or losing insurance I am telling them to let us know so we can help figure out affordable options for medication rather than the patient just going without medications.”. Endocrinologist, US. What we’ve discovered about coping in a crisis.

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bold360 Blog

APRIL 17, 2020

?. Subscribe via iTunes , Spotify and more. How we engage with consumers is changing. People are talking about how to engage customers in the current environment, and a big part of that dialog centers around digitization. How can you get closer than ever to your customer through digital engagement? On this episode of CXNext, I interview Paolo Fabrizio , who holds 25 years of customer service experience primarily in the Italian market.

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C Space

APRIL 17, 2020

The Brand Move Roundup – April 17, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

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ChurnZero

APRIL 17, 2020

As we are all working from home, social distancing, and seeing once-crowded streets now nearly empty, it doesn’t take much to see that the world has drastically changed in just a few weeks due to the COVID-19 pandemic. There are a lot of unknowns and one of them related to our professional lives is how will this affect Customer Success. Today we are unveiling a new churn monster to talk about this all too real churn risk – the Black Swan.

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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!

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C Space

APRIL 17, 2020

The Why Behind the What: a fast and remote UX solve for a global tech giant. “I have worked with other companies before and always needed to ask for more clarification, or to revise some of the recommendations because they were either not plausible or not feasible. This wasn’t necessary for your report and I really appreciated that. When I shared the study findings with my stakeholders, I typically drew out 1-3 findings that were most relevant to them, and then pointed them straight to your topl

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Spearline

APRIL 17, 2020

Spearline continues to observe the impact of Covid-19 on telecoms infrastructure across the globe. An excess of two million cases have been confirmed across the globe and these along with increased work-from-home and travel restrictions have led to increased demands on local networks and surges in demand causing capacity issues. Brazil and Denmark appear to be facing significant challenges in regard to their telecom infrastructure, while the USA and Spain have remained relatively stable, despite

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ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. But what about the business owners? “Do they get the opportunity to choose as well?”. No, they obviously don’t. If anything, you have a specific target audience who finds your services relevant. Just in case they aren’t satisfied, they can opt for any of your competitors in the market.

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SmartKarrot

APRIL 17, 2020

Role: Customer Success Manager Location: Austin, Texas, US Organization: MongoDB MongoDB is looking for a self-driven, enthusiastic and hands-on Customer Success Manager to help their customers realize and maximize the value of their MongoDB subscription and services. As a CSM at MongoDB, you will be responsible for building relationships with their customers and becoming a trusted advisor and go-to person for best practices and advice.

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Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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ProProfs Blog

APRIL 17, 2020

Every business wants to function in a high-octane customer-driven environment. With scores of choices available for customers, businesses know the only way to up their game is to fight for customers’ attention and pulling all stops to give them the best experiences. . This means, along with the product and pricing, companies also have to compete on customer service.

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