Tips

Tips

• 5 tips for creating customer journey maps from buyer personas

  Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework.  Continue Reading

• 8 customer journey KPIs that businesses should track

  To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck.  Continue Reading

• 7 benefits of SMS marketing

  An SMS marketing strategy can benefit organizations and customers alike, with tactics like personalization, real-time results and communication, and loyalty between both parties.  Continue Reading

• 8 SMS marketing software to know in 2023

  SMS marketing is the best way to reach customers where they are. These platforms can help organizations send automated replies, add personalization and integrate with other tools.  Continue Reading

• 8 CX challenges facing organizations and how to address them

  There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level.  Continue Reading

• 7 benefits of customer experience management

  A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management.  Continue Reading

• Top 9 best SMS marketing examples, with templates

  How can marketers write the perfect text message to engage customers? Templates can help. Explore examples of common SMS marketing messages, like product alerts and event invites.  Continue Reading

• How to create customer profiles, with examples

  Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started.  Continue Reading

• 6 risks of ChatGPT in customer service

  Despite ChatGPT's customer service benefits, organizations must understand the technology's risks, such as fabricated information, bias and security concerns.  Continue Reading

• Top 10 SMS marketing best practices

  Customers may be willing to opt into receiving texts from a brand, but marketers should follow various best practices to ensure they don't overload or overstep with customers.  Continue Reading

• 6 customer success plan templates for common situations

  Customer success teams can follow the same general processes to onboard, renew or offboard customers. These templates can help shape those outreach strategies.  Continue Reading

• 8 customer success software platforms to consider

  Proper customer success requires the right tools to keep customers satisfied. Here, dive into eight popular platforms on the market, including their features and benefits.  Continue Reading

• 7 customer success best practices

  Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.  Continue Reading

• 5 examples of e-commerce content marketing strategies

  Content marketing strategies with personalization, thought leadership research, SEO and diverse content types can help e-commerce companies reach and engage more customers.  Continue Reading

• 6 e-commerce email marketing strategies to heed

  Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue.  Continue Reading

• 4 types of customer data platforms

  Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data.  Continue Reading

• Top 8 e-commerce marketing platforms to consider

  An e-commerce marketing strategy is no longer optional. Organizations need a marketing platform that meets their e-commerce teams' needs, can customize websites and is affordable.  Continue Reading

• 5 examples of personalization strategies

  These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers.  Continue Reading

• 10 e-commerce marketing strategies for your business

  Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.  Continue Reading

• How to choose a customer data platform

  CDPs centralize customer data, which can improve marketing insights. To choose the right CDP, CX leaders can create a team of stakeholders, identify goals and compare products.  Continue Reading

• Business benefits of a customer self-service strategy

  Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy.  Continue Reading

• How to create the right self-service content for customers

  Organizations should provide useful content to customers to help them solve problems without contacting customer service. Effective content gives customers answers quickly.  Continue Reading

• 5 benefits of workforce optimization in contact centers

  In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.  Continue Reading

• Top 8 workforce optimization software tools to consider

  Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9.  Continue Reading

• 10 tips to enhance and promote self-service platforms

  Self-service platforms should be visible to customers, emphasized across all touchpoints and meet customers' needs. These tips can help enhance and promote self-service.  Continue Reading

• How to create a zero-party data strategy

  Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.  Continue Reading

• 6 customer self-service best practices

  Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX.  Continue Reading

• 9 disadvantages of self-service options

  Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users.  Continue Reading

• Top 10 e-commerce software companies

  E-commerce platforms can help organizations design and operate engaging online shops. Companies like SAP have offerings for large enterprises, whereas GoDaddy and Wix target SMBs.  Continue Reading

• Key steps for an e-commerce planning process

  E-commerce can help organizations grow their business online, but the venture brings the most success if planned properly. These steps can start organizations on the right path.  Continue Reading

• 5 ways to use social media in supply chain management

  Amid a supply chain crisis, customers often turn to social media to voice frustration. Organizations need honesty, empathy and informative content to help disgruntled customers.  Continue Reading

• Understanding the customer journey on a mobile app

  Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical.  Continue Reading

• The role of customer service in the supply chain

  Amid a supply chain crisis, delays can cause customer satisfaction to plummet. Organizations must use transparency, personalization and empathy to enhance customer service efforts.  Continue Reading

• 5 best practices for customer journey mapping

  As CX teams create customer journey maps, they must set clear goals, collect feedback and embrace creativity. Failure to follow best practices can leave teams with inaccurate data.  Continue Reading

• 4 real-world customer journey map examples

  Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward.  Continue Reading

• 5 customer journey phases for businesses to understand

  The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success.  Continue Reading

• Compare pros and cons of live chat vs. phone support

  Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other.  Continue Reading

• The future of DMPs in a post-cookies world

  DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.  Continue Reading

• 5 upcoming CCaaS trends to watch

  As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS.  Continue Reading

• Best practices for initiating chatbot-to-human handoff

  Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration.  Continue Reading

• How the convergence of UCaaS and CCaaS affects businesses

  The UCaaS and CCaaS markets began to converge so organizations could handle internal and external communications on one platform. But integration requires planning and consideration.  Continue Reading

• How do experience maps vs. customer journey maps differ?

  Customer experience maps and customer journey maps serve as the blueprints for buyer interactions. Despite these maps' similarities, they play different roles in organizations.  Continue Reading

• Top 5 challenges in field service management

  Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success.  Continue Reading

• Benefits of moving to a cloud contact center

  Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition.  Continue Reading

• How to train contact center agents remotely

  As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started.  Continue Reading

• How relationship marketing works, its pros, cons and levels

  An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones.  Continue Reading

• 5 popular revenue operations platforms to know

  The right revenue operations platform can unite the sales and marketing teams and drive revenue growth.  Continue Reading

• 10 voice of the customer tools to consider

  A voice of the customer tool is invaluable for creating an action plan to improve the customer experience.  Continue Reading

• Inside 5 big-name relationship marketing strategy examples

  How does Nike form an emotional bond with sneakerheads? How does Starbucks know what latte flavors customers want? The answer lies in their relationship marketing strategies.  Continue Reading

• What to ask in a voice of the customer questionnaire

  An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services.  Continue Reading

• Getting started with a revenue operations strategy

  A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps.  Continue Reading

• 7 best practices for a voice of the customer program

  A voice of the customer program can be tremendously fruitful for an organization -- if it is done well.  Continue Reading

• Why businesses need voice of the customer analytics

  With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics.  Continue Reading

• 5 real-world multichannel marketing examples

  Companies with effective multichannel marketing focus on brand reach, message, consistency, engagement and experience. It's important to meet customers on platforms they prefer.  Continue Reading

• On-premises vs. cloud contact center: What's the difference?

  On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit.  Continue Reading

• How to define contact center technology requirements

  Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider.  Continue Reading

• 6 personalization software options to know in 2021

  Personalization software enables marketing teams to customize experiences for customers. There are many options to choose from with varying capabilities.  Continue Reading

• Sentiment analysis: Why it's necessary and how it improves CX

  Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX.  Continue Reading

• 6 ways to use analytics to improve customer engagement

  Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have.  Continue Reading

• 10 sentiment analysis tools to consider

  Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need.  Continue Reading

• Top 5 personalized marketing examples and their takeaways

  Personalization is a marketing tactic that is easy to get wrong. Learn from the best with five examples of successful campaigns that used personalization.  Continue Reading

• 4 tips for creating a personalized marketing strategy

  Companies must deliver relevant content and personalize their marketing strategies if they want to see an increase in revenue and brand loyalty.  Continue Reading

• The future of personalization in marketing

  One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition.  Continue Reading

• 10 lead scoring best practices to improve sales efficiency

  Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads.  Continue Reading

• How to craft an effective multichannel marketing strategy

  Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses.  Continue Reading

• 4 tips for effectively handling emails in a call center

  New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies.  Continue Reading

• The top real estate CRM software

  Today's competitive real estate market highlights the importance of CRM systems that provide listings management and property tracking, as well as typical CRM system features.  Continue Reading

• Empathy in customer experience drives company success

  Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company.  Continue Reading

• 5 ways to improve a customer self-service strategy

  In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options.  Continue Reading

• How the Salesforce-Zoom integration benefits sales

  Video conferencing is now the primary form of communication for sales and marketing teams that rely heavily on meetings. The Salesforce Zoom integration increases efficiency.  Continue Reading

• Why companies shouldn't overlook mobile customer engagement

  Companies that have a mobile customer engagement strategy can improve personalization, connect with customers over various channels and provide an easy buying process.  Continue Reading

• 10 technologies to transform customer experience in 2021

  AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience.  Continue Reading

• Transactional vs. relationship marketing: Key differences

  Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.  Continue Reading

• 6 demand-generation strategies to drive business

  Among the demand-generation activities to increase awareness of a business's products and services are creating buyer personas and investing in content creation.  Continue Reading

• 5 benefits of developing diversity in customer service

  Creating an environment of diversity and inclusion within customer service teams is essential in today's market. Here are some ways that businesses can benefit.  Continue Reading

• 5 digital customer experience trends for businesses to consider

  Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings.  Continue Reading

• AI improves customer experience, call center efficiency

  Customers and employees can benefit from the use of AI in contact centers. Businesses can use AI to provide customer self-service options and help make agents more productive.  Continue Reading

• 21 lead generation tools to fill the sales funnel

  While live events are on hiatus, there are other tools that businesses can use to generate sales leads, such as email tracking, marketing automation and social media.  Continue Reading

• Sales funnel vs. flywheel: How sales and marketing has evolved

  The sales funnel is evolving into a more customer-centric approach named the flywheel. These processes approach sales and marketing differently, but both are useful.  Continue Reading

• How video chat improves customer service and engagement

  As restrictions continue due to the COVID-19 crisis, many organizations adopt video chat capabilities to continue business operations and keep customers engaged.  Continue Reading

• How customer transparency helps companies maintain loyalty

  In an age when customers have more options than ever before, it's essential that businesses gain and maintain customer trust -- and that happens through customer transparency.  Continue Reading

• How businesses can align sales and marketing

  Many organizations are moving away from siloed marketing and sales departments and instead choosing to work more closely, which can both grow a business and reduce costs.  Continue Reading

• How to collect customer data to improve overall retail CX

  Businesses need data to predict and adjust to customer wants and needs, but first, they need to figure out how to collect it. One option is to use a digital CX software.  Continue Reading

• Average handling time calculation is critical to contact centers

  Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.  Continue Reading

• Key strategies to build and monitor customer loyalty and trust

  Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic.  Continue Reading

• 10 types of biases that affect customer data analysis

  Analytics can help businesses make data-driven decisions, but common cognitive biases can skew how organizations interpret the information and CX.  Continue Reading

• A look at contact center technology and support costs

  With so many technology options available to contact centers, per-agent spending can vary greatly. It's up to businesses to figure out what technology matters most to them.  Continue Reading

• 9 strategies for email marketing segmentation

  There are a number of strategies businesses can use to segment email marketing lists, including geographic location, purchase history, abandoned carts and forms, and gender.  Continue Reading

• Here's how sales teams use AI to increase revenue

  When a business incorporates AI into its sales processes, it may improve pricing optimization, contact analytics and forecasting, ultimately strengthening its sales department.  Continue Reading

• Why hyper-personalization is an essential marketing strategy

  Using AI to personalize marketing strategies can be a business's golden ticket to improved customer experience. As a result, hyper-personalized marketing is essential.  Continue Reading

• 10 steps to create a voice of the customer program

  One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch.  Continue Reading

• 4 tips for creating a content marketing SEO strategy

  There are multiple components to a good SEO strategy, and it's important for businesses to stay plugged in and evolve with those strategies over time.  Continue Reading

• How data from APM tools helps businesses improve CX

  Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX.  Continue Reading

• 6 key benefits of headless commerce

  Traditional e-commerce changed how businesses could sell products, but with headless commerce, organizations can better personalize the customer experience.  Continue Reading

• How speech analytics can benefit call centers

  Speech analytics software in call centers helps organizations pinpoint areas of weakness to address in an effort to improve customer experience and efficiency.  Continue Reading

• 4 ways CX is central to digital transformation in retail

  Digital transformation initiatives in businesses can help drive sales, increase customer engagement and retention, and improve the customer experience.  Continue Reading

• 3 tips for adding e-commerce to an existing website

  While many businesses realize the necessity for e-commerce functions on their websites, they should be sure to focus on the customer journey and maintaining consistent experiences.  Continue Reading

• How remote contact centers benefit businesses, employees

  As businesses move to remote contact center models amid the COVID-19 crisis, they're finding benefits in the form of real estate cost savings and happier employees.  Continue Reading

• 5 email marketing trends to follow in 2020

  When done right, email marketing can reach the right customers and be engaging. Organizations should keep email design simple and easy to read and enclose a unique call to action.  Continue Reading

• Renewed focus on contact center trends in 2020

  As contact centers move from office settings to remote work environments, businesses renew push for sustainable work-at-home programs, enhanced AI and cloud technologies.  Continue Reading