Customer Care Questions Drive Significant Engagement with Social Media Platforms
By Keith Kirkpatrick June 5, 2023
The News: Communicating with brands on social media platforms has become a preferred strategy for many consumers, according to the results of a recent Khoros survey that included more than 1,300 respondents who indicated they had tweeted...
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Driving Customer Success Through an Open, Transparent Zapier Community
- By Keith Kirkpatrick May 30, 2023
The News: Zapier, a provider of automation and integration tools that allow organizations to connect to more than 5,000 applications, has focused its efforts on providing information, education, and tips to its user base through...
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SugarCRM Enterprise Release Features New User Experience Improvements
- By Keith Kirkpatrick May 17, 2023
The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar...
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Applying Technology to Support Better B2B Interactions
- By Keith Kirkpatrick April 5, 2023
Providing an excellent customer experience should not be exclusive to B2C companies. Indeed, while B2B companies have professional buyers, these roles are still filled by humans who have become accustomed to personalized, efficient, and on-demand...
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SugarCRM Debuts New Digital Self-Service Capabilities
- By Keith Kirkpatrick January 26, 2023
SugarCRM has announced digital self-service capabilities that are aimed at middle market business-to-business (B2B) companies.
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The State of CX in 2022
- By Keith Kirkpatrick January 3, 2023
As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained...
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Steps for Saying ‘No’ to Customers While Maintaining a Good CX
- By Keith Kirkpatrick December 1, 2022
The customer may always be right, but that does not mean it is always possible to say yes to every request or demand. And while most customers understand that there may be scenarios in which the organization or company cannot comply with their...
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SugarCRM: Provide a Great CX to Drive Sales and Retention
- By Keith Kirkpatrick November 15, 2022
For many CX software vendors, their unique selling propositions often revolve around the feature sets and technical functions of their applications or platforms. In CX, many of these features are focused on providing greater automation, smoother...
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Mitigating Product Design Issues with CX
- By Keith Kirkpatrick September 16, 2022
In an ideal world, a company’s products and services would be designed with feature sets, usability, and functionality tuned to each individual customer’s bespoke preferences and needs. Such a business model is neither economical nor practical,...
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Improving the Onboarding Process to Improve CX
- By Keith Kirkpatrick September 1, 2022
For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...
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Building a CX Team for Success
- By Keith Kirkpatrick August 31, 2022
Technology can be a critical tool to enable cutting-edge CX strategies. Hyper-personalization, omnichannel customer engagement, customer success programs, and self-service, AI-driven chatbots are some examples, but these tools alone cannot...
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Using Employee Advocacy to Support CX Efforts
- By Keith Kirkpatrick August 2, 2022
Customer advocates are extremely useful for recommending and actively promoting a brand, its products, and even the experiences they have interacting with a company. If a company makes a concerted effort to treat customers properly, many customers...
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Employee Experience
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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