Voting is Open for Khoros Kudos Awards Submissions
Our customers have shared incredible success stories this year for the Khoros Kudos Awards and we need your help determining our finalists and winners for the 11 award categories! Voting starts today and runs for two weeks in Atlas, ending on August 14th. All you have to do to vote is go to the Entries page for the awards and click on the thumbs up — giving a Kudo to all of your favorite submissions. You can vote for as many as you’d like! We’ll announce the winners on Atlas, Khoros social media, and virtually at Khoros Engage on October 14th. We'll also highlight all award submissions as part of the virtual event, Khoros Engage, with peer recognition by 500+ attendees. Thank you for helping us determine this year’s winners! The Khoros Team12KViewsSign in to react to this post1CommentAnnouncing the 2021 Khoros Kudos Awards
Does your brand use Khoros technology to deliver world-class digital customer experiences? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the second annual Khoros Kudos Awards in one of these 12 categories: Best-in-Class Care Best-in-Class Community Best-in-Class CX Insights Best-in-Class Marketing The Accelerator All-Ways Connected Better Together: Customer Engagement Bottom Line Savings Rock Star Keep Calm and Carry On Rookie of the Year Small But Mighty Top Line Growth All Star We’ll announce the winners on Atlas and Khoros social media channels. Throughout our virtual Khoros Engage conference in September, we will share all award submissions with our 1500+ attendees. We will invite winners to submit a short video describing their success that will be highlighted at the conference! Submissions are open until May 28, and more information about the Khoros Kudos Awards can be found on the contest page on Atlas. Check out our winners and finalists from last year for inspiration for your own submission! We look forward to celebrating your successes with you!ViewsSign in to react to this postCommentsKhoros Kudos Deadline Extended to June 4th!
Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care Best-in-Class Community Best-in-Class CX Insights Best-in-Class Marketing The Accelerator All-Ways Connected Better Together: Customer Engagement Bottom Line Savings Rock Star Keep Calm and Carry On Rookie of the Year Small But Mighty Top Line Growth All Star We’ll announce the winners on Atlas, Khoros social media, and at our virtual Khoros Engage on September 22-23. All award submissions will be highlighted as part of the virtual event, with peer recognition by 1,500+ attendees. More information about the Khoros Kudos Awards can be found on the contest page on Atlas. Check out our winners and finalists from 2020 for inspiration telling your story! We look forward to celebrating your successes with you!ViewsSign in to react to this postCommentsCommunity Innovation Summit 2023
Teaming up with our trusted partners, Glowing Blue, we're excited to inspire, connect, and equip you with the tools to maximize your community's impact and to show you what’s next for online communities. What you can expect from this event: Get actionable techniques to drive community growth, member engagement and business impact Learn new ways and best practices to innovate with your community Discover Aurora, the next generation of community experience Check out these resources to get ahead! Take a tour of Aurora 2023 Khoros Brand Communities Roadmap Khoros Insights Blog Customer StoriesViewsSign in to react to this postCommentsEvent recap: Forrester CX NA Conference 2022
In the sweltering southern city of Nashville, Tennessee, Customer Experience leaders gathered to discuss the emerging customer experience trends in our rapidly changing world. Three key trends were identified and discussed across the three days and several information sessions. These three trends displayed the importance of centralizing a brand's customer engagement hub. Without the ability to form deeper customer relationships from interactions across the digital space, your brand could fall short of its future customer experience goals. In 2018 during the Lithium and Spredfast merger, the idea of centralization was first envisioned to change the way brands and customers interact. Today in 2022, Khoros is proud to offer a platform to help your brand achieve its centralization and customer experience goals. Having Business Agility is vital to success. Forrester's first core trend discussed how a brand's agility heavily affected its overall success. The COVID pandemic changed almost every way that brands and customers interact with one another. More people are buying, working, and connecting online more than ever before. The brands that maintained their agility and experimented with their digital strategy successfully improved their customer experience scores. [Read about top brands in our Kudos submissions] The volume of customer interaction data allowed brands to leverage and identify emerging challenges and react in real-time. Agile brands that succeeded in the evolving customer engagement world used various customer support and community technologies. While every brand and customer interaction with the brand will vary, developing an omnichannel center for your digital customer engagement will almost certainly increase customer sentiment and revenue and decrease unnecessary costs. As with all forms of digital technology, there are seemingly endless options to utilize. For a Forrester top-rated experience, consider the Khoros contact center and our award-winning communities. Combining omnichannel agent desktops and robust conversational AI, Khoros customers have found higher agent productivity, satisfaction, and most importantly, higher business outcomes. It's quickly becoming apparent that brands with a widely used community page often perform better when compared with brands without one. The beauty of a Khoros community is that they provide several solutions in one. Customers can connect with one another around your brand, increase their sentiment, and reduce your care agent's call volume by providing self-service answers to support questions. Use customer data in all aspects of your business. Customer data is everywhere – phone calls to the contact center, tweets, and posts on social media, customer transaction history, and a brand's online community. As long as your brand leverages your customer data, it's child's play to implement it into your business strateg…ViewsSign in to react to this postCommentsNext week - hear more "Hot Takes"
My hot take? Right now is time to recession proof your CX. Snack Breaks & Hot Takes is a digital series bringing experts "hot takes" in community engagement and customer experience to you! Event Schedule But what is a "hot take"? Oxford defines it as a noun - "a piece of commentary, whose primary purpose is to attract attention." So my "hot take" is that - YES - right now is the time we should be drawing major attention to improving customer experience and proving your value. Consumers are getting pickier where to spend their budgets and brands are looking to recession proof CX . Forbes recently outlined three tactics to save money, improve cx, and be able to bounce back in better times. give customers a reason to return cut costs by preempting avoidable customer inquiries reexamine what's relevant to your customer Tuesday, June 14 "Hot Takes" session featuring @jennyweigle gives the roadmap to 'giving customers a reason to return'. Why now is the time to invest in getting your support community to retain and grow customers. Thursday, June 16 "Hot Takes" session featuring Leon Gantt of SquareTrade gives the roadmap to finding those avoidable friction points, saving money and giving the customer what they really want. I hope if you have 30 minutes of your day to join us for a snack and a hot take to arm you with the talking and proof points to retain and grow your CX solutions.ViewsSign in to react to this postCommentsJoin Khoros experts at CMSWire's DXS21 Virtual Summit!
Are you ready to realize the full potential of your brand's ROI? Take the next steps on your journey toward a mature digital customer experience practice by joining Khoros experts at CMSWire's upcoming DXS21 Virtual Summit. Dates: Thursday, October 28, 2021, 10:30am-4:30pm EDT Friday, October 29, 2021, 10:30am-2:00pm EDT Activate the data and insights latent in your organization and your customer base to deliver on the performance promises of the modern digital tech stack. Foster the culture and practices of curiosity, creativity, experimentation, and iteration. Learn from industry experts, like Khoros' own Christopher Stark (Director of Business Value Consulting at Khoros), on how to deliver the customer experience consumers want. Stark's session, Stop the Silo: How to measure, improve, and create growth through the CX journey, speaks to how siloed data create siloed teams, which creates siloed experiences. A proliferation of VoC efforts results in a myopic approach to acquiring and acting on CX insights. Gain an understanding of how a holistic approach to gathering customer data through ingestion of omnichannel insights provides one view of the customer journey for growth and efficiency. Christopher Stark, Director of Business Value Consulting at Khoros Christopher Stark is the Director of Business Value Consulting at Khoros. Stark, who was previously a customer experience Director with Nike, leads the company’s BVC group with a clear mandate for growth and customer experience innovation. His unique expertise in building a customer experience program and implementing Khoros CX Insights at one of the world’s largest retail giants is invaluable in understanding configuration and time-to-value for onboarding new clients. Register todayViewsSign in to react to this postCommentsEngage 2021 is Live, Join Us!
Khoros Engage 2021 has begun! Our virtual event platform is now live, and we couldn’t be more thrilled for you to join us. On-demand content is available now — go ahead and dive in… we’ve got some of the biggest brands in the world ready to share their stories and expertise with you. It’s all at your fingertips, on your time. Of course, you don’t want to miss our live keynotes and discussions with speakers this Tuesday, September 14. First, make sure you’re registered. Then, log in here, and if you haven’t already, I encourage you to visit our agenda page and start adding sessions to ‘My Interests’ to build your personal agenda for the day. I am personally so excited to hear from our keynote speakers: we’ll get to hear the latest in generational research, the do’s and don’ts for reaching the even toughest audiences effectively, from Jason Dorsey, President of The Center for Generational Kinetics. Also joining us is Yashodhan Gokhale, Adobe’s Senior Director of Product and Operations, Creative Cloud; Zoom’s Jeff Harling, Head of Global Self Service, Zoom Support; and acclaimed documentary maker, producer, and writer, Louis Theroux. You won’t want to miss a moment! On Tuesday, September 14, you’ll also find: Inspirational fireside chats with Khoros executive leaders and other industry titans Live Q+A with the speakers from our on-demand sessions, including leading brands like Dropbox & Square Virtual networking conversations with those in similar industries & roles Already registered? Log in now and watch our on-demand content. Read some helpful tips for logging in. Get registered if you still haven’t. I can’t wait to see you at Engage!ViewsSign in to react to this postCommentsAsk the Experts: Khoros CX Insights
Khoros CX experts Brian Timmons and Jacob Borgeson answer your frequently asked questions about the Khoros CX Insights solution. Don’t see your question here? Ask in the chat below or connect with us on Maia (the lower right corner Khoros bot). The below is a transcript from a live CXI FaQ webinar that aired on August 10. Khoros acquired Topbox in January of 2021, bringing an innovative omnichannel CX analytics solution to Khoros’ award-winning digital customer engagement platform to create a powerful new standard for artificial intelligence (AI)-powered customer experience management. [Jacob] What is CX Insights? [Brian] It's the ability to aggregate the Voice of the Customer (VOC) into a unified view: phone calls are transcribed into text and applied to a sentiment algorithm, chats and emails and surveys and third-party review sites like Amazon reviews, Google reviews, web boards like Reddit. Really any way that your customers can talk to you or about you is aggregated together so that you get a 360 degree view of what your customers are feeling and experiencing with your brand. Everybody wants to be able to take action and be confident in those actions, but without having a way to aggregate, normalize, and surface valuable insights from the massive amounts of customer communications you're constantly getting, it's really difficult to rally the troops internally to make those changes. So that's what we do is aggregate, normalize, and present the data in a way that makes it really fast and easy to take action and improve your business. [Jacob] Can you get these insights without buying Khoros CX Insights? [Brian] The traditional way to gather CX insights is to send customers a survey, which is still a valid mechanism. But if you’re solely relying on surveys for customer feedback, you’re only using a very small slice of ALL your customer feedback data to drive improvements, which means you’re probably not making the RIGHT improvements and you’re missing out on greater revenue opportunities by ignoring the majority of your customer base and their feedback. The key is to take that survey data and combine it with what customers are saying on phone, chat, email, and social media... that's how you really create that 360 degree view. In order to get those holistic CX insights, you have to buy the software, which for the value you get and the return on investment, is actually very inexpensive. We expect a minimum of a 5x return on investment, and oftentimes we see 20, 30, 50 times return on investment. [Jacob] Khoros has other solutions, like Khoros Community. How does CXI work with the Khoros Community and what’s the value of applying CXI to Khoros Community data? [Brian] In a community you have one customer asking a question, another customer providing an answer, which is a super cost effective way to support customers. And embedded in those consumer-to-consumer con…ViewsSign in to react to this postCommentsVote for Khoros-led panels to be a part of SXSW 2022!
The annual South by Southwest (SXSW) Conference & Festivals features a variety of tracks that focus on the most important breakthroughs in technology, film, culture, and music. Today, the public has the opportunity to vote for the panels they’d like to learn and hear about in the 2022 event programming. With a focus on digital customer engagement topics, including AI, purpose-driven marketing, and even a meet-up for digital leaders. Here are the Khoros-hosted Panels and Meet Up that you can vote for ahead of the March conference: URL to IRL: Khoros Meet Up for Digital Leaders: Join Khoros at this meet-up to connect with peers and experts across social media marketing, online communities, digital customer service, and CX. Network with brands from across the globe, share your stories, digital strategy best practices, and more. AI: More Intelligent Humans, Less Artificial Bots: There are many hypotheses surrounding the future of customer service agents -- “blended agent” models (combining voice and email channels, for example) are being piloted to some extent; AI investments are increasing with the promise to offload repetitive processes for agents to take on more meaningful work. This panel aspires to make an informed projection of the Future of the Customer Service Agent Experience, guided by research and a discussion from the people that will shape it -- BPOs who staff and train agents, contact center executives responsible for business outcomes, and agents themselves. Branded Communities: I Want You to Want Me: Branded communities are spaces for customers to connect, ask questions, and share their experiences. They’ve been around for some time, but 2020 brought to light how valuable they can be when there’s an absence of in-person communities, events, and human connection. As the world shifts to a digital-first way of living, communities have become vital to business strategies offering a self-service option for customer support, digital events, a space to connect with peers and fellow brand enthusiasts, and most importantly, a platform to build deeper relationships with customers. This panel will dive into the benefits — as well as challenges — of branded communities, plus, host a lively discussion around why communities are the new future of business. Fight Distraction with the Power of Purpose: Social media continues to evolve, and as a consequence, marketers believe there will be a focus on brands living up to and communicating their mission, values, and purpose-driven actions online. People are looking past the surface-level product and price, basing decisions more on how brands impact the world through their bigger purpose. COVID-19 has further underscored this importance and impacted brand strategy while highlighting the necessity of social responsibility for many brands. This panel explores the challenges of purpose-driven marketing and examines how the…ViewsSign in to react to this postComments
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