Featured Resources

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The Top 5 Practices of Customer Experience Winners

While you're here, you're welcome to select other featured resources, courtesy of our sponsors.

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The Top 5 Practices of Customer Experience Winners

While you're here, you're welcome to select other featured resources, courtesy of our sponsors.

Thanks for joining! View our free e-book by clicking the link below. [PDF Help]
How Five Customer-Centric Habits Drove Customer Experience Improvements at Sprint

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Thanks for joining! Check your email for the password to access Big Ideas videos by CustomerThink's Advisors.

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Check your email for access instructions to the online course Customer Experience 101 by ClearAction.

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Your registration is confirmed for this webinar:
For a Great Service Experience, Engage with Customers in Their Native Languages
Thursday, May 27, 2021, 10-11 a.m. Pacific Time (1-2 p.m. Eastern Time)
Please add this event to your calendar (includes web conference instructions).

While you're here, you're welcome to select other featured resources provided by our sponsors.

1. Select Resources from Sponsors

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Guide to Enterprise Conversational AI Pricing: Calculating the Cost of a Successful Chatbot or Virtual Agent [white paper]

A conversational AI solution should provide optimized, consistent self-service. It should create value for your organization and customers. But how much does an enterprise solution with this level of sophistication, flexibility, and customization really cost? This guide explores budgeting, typical pricing models, and average costs for pilots and full systems.

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Mitigating Risk in Your Microsoft Teams Contact Center Migration [e-book]

Enghouse has successfully deployed over 600 Contact Centers with Microsoft based unified communications solutions. With our broad experience, we’ve learned that there are four key focus areas to keep in mind when planning your Contact Center migration to a Microsoft Teams based UC infrastructure. Find out what to do, and how, so that your migration will proceed as smoothly as possible.

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Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience [white paper]

Digital self-service is a must-have for customer and employee support but selecting a conversational AI vendor with the right skills and experience is a challenge. Featuring tips from 10 industry insiders, this guide explains six areas of expertise necessary for success and key questions to ask during your selection process.

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6 Ways to Improve Your CX Strategy Today [e-book]

The customer experience is evolving, but are your CX strategies? Learn how industry leaders use data from surveys and Contact Centers—alongside employee and interaction data—to uncover the reasons behind low NPS, why customers leave for competitors, and how to improve product experiences. Hear these stories and more to learn about the power of Experience Analytics for your business.

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The Collaborative Contact Center Playbook for Microsoft Teams [e-book]

With Work from Home becoming the cornerstone for organizations, high performance collaboration tools are the only way to achieve that. Moreover, organizations recognize that the benefits provided by presence visibility, real-time notifications, team workspaces, video-based conferencing and screen sharing can drive efficiencies and improve overall operational effectiveness. Find out how the combination of Teams with the Enghouse Interactive Customer Experience portfolio delivers on this promise.

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The New Rules of Engagement: How Digital Transformation has Changed the Channel Game [white paper]

The year 2020 marked a drastic shift of customer experience focus toward digital channels. While leading enterprises expanded engagement channels, customers quickly realized that a truly effortless customer experience required more than just channel choice, but rather channel optimization. In this whitepaper, learn about the different types of channel strategies, including opti-channel, as well as popular channels and supporting technologies.

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For a Great Service Experience, Engage with Customers in Their Native Languages [video]

Although 74 percent of consumers prefer to buy products in their native language, global businesses often overlook the importance of providing multilingual support to their customers. Learn how BlueJeans, a video conferencing provider, handled an exploding volume of customer interactions requiring translation. You'll get ROI tips and much more!

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For a Great Service Experience, Engage with Customers in Their Native Languages

Thursday, May 27, 2021 10-11 a.m. PT (1-2 p.m. ET)

Less than five percent of the world’s population speaks English as a first language. And, 74 percent of consumers prefer to buy products in their native language. Yet global businesses often overlook the importance of providing multilingual support to their customers.

Learn how BlueJeans, a video conferencing provider, handled an exploding volume of customer interactions requiring translation. Industry experts will discuss why well-translated user content needs to be considered beyond simple chat conversations.

Speakers:
• Heather Morgan Shoemaker, CEO, Language I/O
• Dipen Shah, Director of Technical Support, BlueJeans
• Belén Agulló García, Ph.D., VP of Learning, Nimdzi Insights
• Kaarina Kvaavik, Chief Business Officer, Language I/O

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The State of FinServ Customer Experience 2021 Report [report]

2020 introduced new FinServ customer experience challenges as in-person interactions came to a halt. With a little distance, now is the time for CX teams to look back to understand how they can revamp their approach to listening to customers to provide the best experience possible to improve loyalty. Stratifyd analyzed over 436K comments, 5,800 companies and every CFPB product category.

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Reinventing Customer Experience: Top 5 Trends and Best Practices for 2021 [e-book]

This e-book will uncover why it's essential for businesses to keep accelerating customer experience (CX) in 2021, what are the key elements of a comprehensive and effective CX strategy in these tumultuous times, and what are the most prominent emerging CX trends in the coming years.

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5 Steps to Reinforce Your Digital Strategy in 2021 [e-book]

Discover how to foster a digital culture within your company to roll out changes in a flexible manner while facilitating cross-departmental cooperation. Also learn how to bolster your digital transformation initiatives with the help of low-code technology.

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Maintain Business Continuity With the Five9 Intelligent Cloud Contact Center [white paper]

Just one instance of poor service can cause one-third of customers to think about switching their loyalty to a competitor. Learn how the Five9 Intelligent Cloud Contact Center ensures business continuity so you can provide the service and support your customers need when disaster strikes—or even just when call volume unexpectedly spikes.

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Customer Success: The North Star for CX Leaders [video]

CustomerThink research finds just 25% of Customer Experience (CX) initiatives are "winning" – able to clearly show business value. Explore how Customer Success can be used as a North Star to create value for your customers and improve the return on your CX efforts.

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Customer Success: The North Star for CX Leaders

Thursday, Dec. 12, 2019 10-11 a.m. PT (1-2 p.m. ET)

According to CustomerThink research, only 25% of Customer Experience (CX) initiatives are "winning" — able to show business value or gain a competitive edge. Other studies find CX improvements stalled in most industries, with little change in competitive positions.

Industry experts agree that a "customer success mindset" could help. Some CX leaders have lost sight of what customers want to achieve, and have focused too much attention on improving touchpoints (e.g. customer service) or streamlining processes.

Join us to explore how Customer Success can be used as a North Star to create value for your customers and your business. Our speakers — all thought leaders and CustomerThink Advisors — will explain how to turn this concept into sustainable organization behavior.

• Using Journey Mapping to Drive Organizational Change — Dave Fish
• Moving from a Focus on Process to Customer Goals — Jon Klein
• Creating an Energized Workforce — Bill Price
• Aligning B2B Marketing and Sales — Chris Ryan

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How To Build a CX Program and Transform Your Business [e-book]

In a time where the customer experience (CX) separates the winners from the losers, CX must be a priority for ALL businesses. But, where to begin? Get step-by-step guidance on how to build a rock-solid CX program that drives organizational change and revenue growth. Includes how to start a CX program, manage CX data, turn insights into action, track CX outcomes, more!

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CXTech Innovate! Technologies to Win in the Customer Experience Age [video]

Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

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CXTech Innovate! Technologies to Win in the Customer Experience Age
Thursday, April 25, 2019, 10-11 a.m. PT (1-2 p.m. ET)

According to recent CustomerThink research, only 25% of Customer Experience (CX) initiatives are "winning" — able to show business value or gain a competitive edge. Other studies find CX improvements stalled in most industries, with little change in competitive positions.

Technology can help! Advanced CXTech solutions can help brands listen holistically to customer feedback, launch new experiences with high quality, and innovate faster to gain a competitive edge. Speakers will cover:

• Customer Experience Innovation, Flawlessly Delivered: Using automation and collaboration solutions across their organization, top brands are able to flawlessly deliver a stream of new features.
• Using Sentiment Analysis to Achieve Your Business Goals: It’s not enough to analyze what your customers are saying in surveys, CX leaders use holistic sentiment analysis to reveal what customers really mean.
• Harness Predictive AI to Analyze Web Journeys, Drive Conversions: How merging customer journey analytics with predictive Artificial Intelligence (AI) can improve consumer insight and increase conversion rates.

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CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy [video]

How do you keep your employees focused on continually improving the service they provide to each and every client? Learn how H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate feedback response.

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CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy

Thursday, Feb. 28, 2019; 10-11 a.m. PT (1-2 p.m. ET)

How do you keep your employees focused on continually improving the service they provide to each and every client? For H&R Block’s Retail Tax group, the answer is to break it down and focus on improving each step of the experience throughout the customer journey.

Partnering with Medallia to shift their CX approach, H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response. The goal: focus their 70,000+ advisors and staff on providing each client with the best experience possible. You will learn:

• Benefits H&R Block has realized from the implemented changes
• How H&R Block continues to discover areas for improvement
• Key practices that any company can use to better understand and serve their customers

Speakers:

• Pam Kennedy, PhD; Client Insights, H&R Block
• Brett Stineman; Product Marketing, Medallia

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