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leekodot15 · 1 year ago

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Priest of Tarkuut = PT

Priest of Braghad = PB

Priest of Xylaihac = PX

Commander of Xylaihac = CX

Other priests = OP

About a thousand earth years ago, on the distant planet of Kubar, a congress was held between the Kybore priests of several lands. The words said have been translated to modern English from old Tarkas, the present common language, for our convenience.

CX: "Settle, settle! All of you!"

*Murmurs cease*

CX: "I have called this meeting upon all to settle several of my concerns for my nation as its commander. "

PB: "And what about it do you feel you must call us ALL here?"

PT: "For the Deity of Above's sake, we--

PX: "My friend in the Gods of the Lands, must you bring your false lord to this meeting-"

PB: "You call it false, yet I dare say in the name of The Dominion's Lord, you are one devil of a liar--"

CX: "ALL SILENCE!"

*The discord ceases*

CX: "THIS. Is why I have brought all of you here. None can agree upon a god to follow!"

PB: "But what about you, heretic! What about you do you think gets to say this! The Dominion's Lord has the final say of who goes to His Paradise--"

PX: "Oh COME ON with your false prophecies and negligent philosophies! The God of the Lands will only allow His followers to return to a new life on His lands!

PT: "I call connery, your preachings are keeping your nation from salvation into Her Heaven!"

PX: "Your nation is the one being sent to His hell to be tortured for following the wrong--"

CX: "ALL SILENCE!"

CX: "...What if we're ALL wrong?"

OP: "What can you possibly--"

CX: "What if none of our gods are true?"

PX: "Commander! You realize what the penalty of hearesy is, right?! For daring to speak of the wrong god-?!"

CX: "I may speak of the wrong god, yet my words remain true. How are we so sure that our gods? Our deities, or our lords, are true?"

PB: "Well-"

PT: "It's--"

CX: "How can we be so sure that we won't go to hell? Or be tormented in the afterlife? Or what if it doesn't matter, there isn't even a heaven, or a rebirth? What if our rituals mean nothing to the REAL deity? Maybe they're ALL real?"

PX: "HERETIC!"

CX: "Yet my words remain true. This meeting proves such."

*Murmurs of... agreement*

PT: "But then, who do you suggest we follow!"

PB: "We all know our Lord is the truest one--"

PT: "Her Heaven has been seen in our lands, by us!"

PX: "We all know you're delusional, you can't possibly see it!"

"Commander, what say you-!"

CX: "--What if we follow none of them?"

*The room falls silent in astonishment*

CX: "...What of we followed a god that we all agree can't be agreed on? One whose purpose is not to be followed, but to be found?"

"Perhaps the Priest of Tarkuut was right, and that a Heaven exists?"

"But it's owned by... The Gods if the Lands, and to go to it, you must pass through The Dominion?"

"Or maybe there isn't any god? Maybe we're ALL delusional?"

PX: "...You've made a good point..."

PT: "...I say your words are true..."

PB: "Heretic! What lord must you even suggest upon us to begin following blindly?"

CX: "...The God to be Found."

...Tikay.

Though it was a hard switch, the commander's words were enough to sway the opinions of several priests.

Not everyone followed suit, of course. And it took a while before the church of Tikay was founded, but neither was it long before it was renamed to the Study of Tikay. The commander had soon, however, been hung by his own fleet.

Earthen centuries passed, and Tikay became the number one god of Xylaihac AND Tarkuut, though Braghad had only recently stopped forbidding its study. Their study was enough to propel Kybores into several golden ages as they sought to know who their god was. If they found it, they could worship it and soon control it. All they found, however, were the laws of the universe.

#kybore #lore

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sndshitposts · 7 years ago

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Honestly, (Person #1) was trash, (Person #2) was trash, and you were trash, but I gave you the one because you were less trash than them

One of my Judges

#speech and debate #speech #debate #extemp #nx #foreign extemp #ix #national extemp #congressional extemp #cx #ce #congress #snd #4n6 #4n6 congress

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severewizardphilosopher · 2 years ago

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TELECOMS BOSSES STAKE CLAIM TO DIGITAL FUTURE

With weak revenues and high debt, the telecoms industry is looking for new ways to reinvent itself. It is also looking to build social credit, thanks to services such as Facebook's WhatsApp. The industry is also trying to change regulation, to keep up with the fast-moving technology.

Customer experience

As telecoms bosses stake their claims to the digital future, one of the first steps they should take is to improve customer experience (CX). This is particularly important in the communications and media sector, where customers increasingly demand a digitally driven experience. Small and medium businesses are also increasingly looking for digital self-service. Indeed, half of them are considering a move towards an omnichannel approach.

To create a superior customer experience, telecoms organisations must invest in new digital technologies and radically rethink their customer journey path. This will mean leveraging the right technologies and strategies to strengthen customer empathy and inclusion. It also means taking a holistic approach to customer experience and tackling the needs of vulnerable customers.

The Customer experience (CX) is the key to winning customers and retaining them. It drives customer loyalty and revenue growth. The digital environment underpins most customer experiences. And in a world where the COVID-19 pandemic accelerated the adoption of digital channels, it's no wonder that customers gravitate towards the companies that deliver the best CX.

Cybersecurity

A global event, Mobile World Congress, is back this week in Barcelona, Spain. In a hybrid format, it is projected to draw up to 100,000 participants. This year's event is set to focus on digitalization and cybersecurity. The event is also focused on building trust with consumers.

Most telecoms are betting big on 5G technology. They have announced partnerships across software-as-a-service and cloud, as well as in traditional mobile and broadband operations. While most of the talks have focused on 5G, analysts say that the industry's future lies in other areas, too.

Big Tech payments

The EU's competition chief has called on regulators to compel the Big Tech giants to pay for their network costs. It comes after an outbreak of the coronavirus in Europe and fears that networks could collapse due to heavy traffic levels. In response, Netflix and Disney Plus adapted their services to save network bandwidth. This brought the debate back into the spotlight, and EU competition chief Margrethe Vestager said she would look into the issue.

Telecoms bosses say these deals will result in a concentration of power in fewer hands. The resulting market will see larger players dominate, while smaller players struggle to compete. This means users will be restricted to a walled-off ecosystem with only the major players.

In Europe, the battle between telcos and Big Tech companies is reaching a fever pitch. Telecom groups are pressing European regulators to adopt a "sender pays" principle that would make internet companies pay to add capacity to networks. This would require companies such as Netflix and Amazon Prime to pay for the extra capacity that they use on their networks.

5G technology

The next generation of mobile communications will revolutionise the world and telecoms bosses are taking note. The International Telecommunication Union (ITU) has set ambitious standards for 5G. Its goal is to create networks with download speeds of 20 gigabits per second and response times of one millisecond. The technology will also allow telecoms to connect one million devices per square kilometer. This will give telecommunications companies the ability to serve densely populated cities.

The technology is not far away from being deployed in urban areas, but it will need extensive investments to build the infrastructure needed to carry it. To meet the ambitious goals, telecom companies will need to build cellular relays inside buildings and on every city block. This will require 13 million utility poles that will cost $400 billion.

But some fears are being raised. The General Data Protection Regulation has come into force and requires companies to provide a high level of data protection for customers. Violation of this regulation can lead to large fines for companies.

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dn119universe · 3 years ago

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All theories need to questioned. In this case, the mounting evidence has made it’s way to Congress. WTF. Seriously, please hear this HEARING out. 👂🏼 https://www.instagram.com/p/CX-6fvkrwbWS2Ftf2qs57fVBY55O1RodqOk_ys0/?utm_medium=tumblr

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jknewsinfo · 3 years ago

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Chandigarh Municipal Corp poll results | Aam Aadmi Party wins in 14 wards, BJP wins in 12 wards, Congress wins in 8 wards, Shiromani Akali Dal wins in 1 ward, as per State Election Commission #chandigarhmunicipalelections https://www.instagram.com/jknews_info/p/CX-xXalF60J/?utm_medium=tumblr

#chandigarhmunicipalelections

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anthonybatow · 4 years ago

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От UX к CX, чтобы добраться до LX. То чу��ство, когда тебе объясняют, как и что ты делал наобум! @michael.ruckman - шикарный и увлекающий! А уж в период, когда "живых" преподавателей заменили говорящие в zoom головы это просто бомба! #ux #cx #lx #маркетинг #пользовательскийопыт #клиентскийопыт #жизненныйопыт #sseinrussia #сшэроссия #модуль12 #сочи (at Sea Galaxy Hotel Congress & SPA) https://www.instagram.com/p/CO24W7_ghEj/?igshid=13lk0tkfwse9e

#ux #cx #lx #маркетинг #пользовательскийопыт #клиентскийопыт #жизненныйопыт #sseinrussia #сшэроссия #модуль12 #сочи

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elizabethcariasa · 5 years ago

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IRS taxpayer service 'woefully inadequate,' says Taxpayer Advocate in her final report to Congress

National Taxpayer Advocate Nina E. Olson, shown here in a screen shot from an earlier C-SPAN appearance, takes parting shot at 'woefully inadequate' IRS customer service in her final report to Congress before she retires in July.

Nina E. Olson is nothing if not consistent.

The problem for taxpayers with this trait is that it means much of the change to and improvement of the Internal Revenue Service that Olson has championed for almost two decades remains unfinished.

Olson is the National Taxpayer Advocate (NTA), at least for another few weeks. She was appointed to the IRS oversight post in January 2001. On June 20, she issued her final NTA report to Congress before she steps down from her tax agency watchdog role on July 31.

During Olson's tenure as NTA, she's constantly lamented the service U.S. taxpayers receive — or rather, don't get — from the IRS.

Final, but same, word: That's a key complaint in Olson's 37th, and last, NTA Report to Congress.

She explains in her introduction to this year's report:

As I have highlighted in my 37 Reports to Congress and more than 60 congressional hearings, the bifurcation of service and enforcement in tax administration is an artificial distinction. It sounds plausible on its surface, but it leads to misguided strategies and produces poor results. Taxpayer service must be embedded in every aspect of IRS activity, including compliance contacts.

Yet today, IRS taxpayer service is woefully inadequate. During the recent filing season, IRS telephone assistors answered just 25 percent of taxpayer calls enterprise-wide and hold times averaged 13 minutes. For taxpayers calling on the balance due line, telephone assistors answered just 24 percent of calls and hold times averaged 49 minutes. The IRS's performance on the balance due line is particularly concerning because this is the line taxpayers call to make payment arrangements when they can't pay their tax liabilities in full. IRS audit notices are often unclear, leading some taxpayers to "agree" to assessments by default — even where they don't owe the tax. And the IRS doesn't screen for ability to pay before it takes collection actions, thereby causing or worsening financial hardships for financially vulnerable taxpayers. Advocating for taxpayers affected by problems like these, both individually and collectively, has been and will continue to be the work of TAS [Taxpayer Advocate Service].

Olson's farewell and once-again hard-hitting assessment of the U.S. tax collection agency earns this week's Saturday Shout Out.

Many IRS observations: Olson's report offers a weekend's worth of reading. In addition to the full report, which is available in 25 separate PDF files (appendices included), her office also makes available a variety of other material.

Notably, there's the Taxpayers Advocate Service's (TAS) special website dedicated to the report. There you can find a review of 2019 tax filing season, as well as selected areas of focus, such as TAS' work on an electronic road map of the tax system and the taxpayer-centered office's research initiatives.

And before Olson packs up her Washington, D.C., office, she'll issue next month the aforementioned tax road map, as well as a report on improving administration of the Earned Income Tax Credit (EITC) and her always simultaneously fun to read and frustrating annual list of the most serious tax problems.

Key IRS improvement areas: As for the now-available first volume released last week by Olson, feel free to peruse it at your leisure.

To whet your tax reading appetite, here are three key takeaways from the report.

1. Overall taxpayer service remains lacking. Poor taxpayer service remains the biggest challenge taxpayers face in dealing with the IRS, says Olson.

Compounding that problem, she says that the IRS is not taking adequate steps to address its service shortcomings.

2. Electronic self-help is not for all. While many Americans are comfortable with the internet and electronic self-help options in most aspects of their lives, including their taxes, some taxpayers still prefer personal contact by phone or in person when it comes to solving tax issues.

The IRS, like most sectors in both private industry and government, has been steadily shifting to e-help. Olson, however, urges the IRS to use current taxpayer data to determine where in its customer service process personal contact is most needed and to continue to provide that one-on-one touch in those circumstances.

Forcing customers into self-service applications to deal with already anxiety-inducing transactions erodes trust and increases customer dissatisfaction, says Olson.

3. Treatment of financially vulnerable taxpayers needs to be improved. The Internal Revenue Code and the IRS' own procedures contain rules designed to protect taxpayers experiencing economic hardship from federal tax collection action.

However, the IRS generally does not assess whether there is economic hardship unless and until the taxpayer asks it to do so. As a result, taxpayers entered into about 2.1 million installment agreements in fiscal year 2018, with about 40 percent of those taxpayers having incomes at or below their allowable living expenses.

Olson recommends that the IRS create an algorithm based on its internal data, e.g., tax returns, W-2 forms and 1099s, to identify taxpayers at risk of economic hardship. When such identified taxpayers seek online payment arrangements, the IRS then should use the data to trigger a pop-up screen noting the possibility of economic hardship and providing information about collection alternatives.

Taxpayer trust of IRS near rock bottom: The ultimate goal of the IRS, notes Olson in her NTA blog post about her final report, is to improve its interactions with taxpayers so that they are confident in and trust that the IRS is treating them fairly and justly.

"Throughout this report, we identify instances where IRS processes have fallen short in keeping faith with the taxpayer," she writes.

Both the American Customer Satisfaction Index (ACSI) and the Forrester U.S. Federal CX Index rank the IRS in the bottom tier of federal agencies.

The agency is 10th out of 12 federal departments in the ACIA 2018 report and 13th of 15 in the 2019 Forrester report.

Funding hurdles lowered: Finally, Olson again points to another issue that she's cited regularly in her tenure as NTA.

"There is no doubt that budget constraints have limited the IRS's taxpayer service capacity," says Olson.

That trend is changing somewhat under the current administration. Or not.

The Trump White House's fiscal year 2020 budget proposal seeks an increase of 5 percent for tax enforcement, but it also wants to cut taxpayer services money by 6.6 percent.

Make better use of limited funds: Olson, however, refuses to accept money as the main reason for the customer service issues or the sole solution to them.

"Budget constraints can't be used as an all-purpose excuse for mediocrity," writes Olson, who also chides the IRS for its use of its limited funds.

"The IRS should not blame Congress for a lack of taxpayer services funding when it is itself proposing to shift funding away from taxpayer services," says Olson.

She urges the IRS to use the Taxpayer First Act, the major IRS overhaul bill that is awaiting presidential signature to become law, directive to develop a comprehensive customer service strategy as an opportunity to think creatively about better ways to truly put taxpayers first.

"At present, there is an enormous gap between the 'very poor' customer service the agency provides and the 'world-class' customer service to which it aspires," says Olson. "The IRS must think long and hard about ways to bridge that gap — and TAS and the next National Taxpayer Advocate should be intimately involved in that effort."

You also might find these items of interest:

Taxpayer Advocate, private debt collectors square off

Most serious problems taxpayers face in dealing with IRS (February 2019)

IRS taxpayer phone service, and agency reports on its effectiveness, fall short, says oversight report

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charlenejpatterson · 7 years ago

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Marketing Day: Facebook & Cambridge Analytica, Oracle Infinity analytics & more

Here’s our recap of what happened in online marketing today, as reported on Marketing Land and other places across the web.

From Marketing Land:

Facebook & Cambridge Analytica: What we know, what they knew & where that leaves us Apr 11, 2018 by Michelle Robbins A brief history of the many privacy disasters at the world’s dominant social media platform, and what the most recent data exposure means for marketers, and other data Borg as Facebook’s CEO faces Congress.

Closing the deal with in-store customers Apr 11, 2018 by Davor Sutija After a brand spends big bucks to get a potential customer into the retail environment, how can they win the sale? Contributor Davor Sutija suggests approaches and technologies that can help.

Best practices for customer data strategies and identity resolution Apr 11, 2018 by Digital Marketing Depot When it comes to customer data, fundamentals matter. If you don’t know who your customers are, you can’t create personalized brand experiences that increase revenue and lifetime value. Before you jump on the latest big digital marketing bandwagon, ask yourself these questions.

Facebook confronts class action lawsuit on behalf of 70M users Apr 11, 2018 by Greg Sterling The central claim is that Facebook profited from the transfer of user data without consent.

Native will dominate display spending in 2018 Apr 11, 2018 by Greg Sterling Mobile, social media and Amazon are the major growth drivers.

Sendwithus launches GDPR-compliant, cloud-based email CMS Apr 10, 2018 by Robin Kurzer Dyspatch was made specifically to help enterprises manage their transactional emails on a large scale.

Oracle adds clouds for analytics, segmentation and loyalty Apr 10, 2018 by Barry Levine The new Oracle Infinity is the company’s first web/app analytics platform, and the new CX Audience and Loyalty clouds boost existing capabilities.

Recent Headlines From MarTech Today, Our Sister Site Dedicated To Marketing Technology:

Grabbr employs blockchain tech to lock-record its social sharing Apr 11, 2018 by Barry Levine The company charges marketers by shares, so this solution offers a permanent vehicle for tracking that critical metric.

A panda named Genius joins this world to boost a new IMAX movie Apr 11, 2018 by Barry Levine The animated character is available via a free interactive AR app that allows users to converse by selecting questions or answers.

Where software innovation is needed today: Martech Apr 11, 2018 by Rob Rasko While there are clear leaders in software for publishers and agencies, contributor Rob Rasko says marketers still need an end-to-end solution to unify their activities.

Study: Exposure to viewable ads drove a 53% increase in store visits Apr 11, 2018 by Greg Sterling Viewable ad impressions translate directly into store visits and sales.

Online Marketing News From Around The Web:

How Chatbots, AI, and Tech Can Improve Customer Care, MarketingProfs

How to Create the Perfect Abandoned Cart Emails, Live Chat Inc.

Martech-Enabled Marketing Operations: Invisible Roads and Bridges, Chief Marketing Technologist

Reddit boots hundreds of accounts linked to Russian propaganda trolls, CNET

Snap Spectacles Model 002 With 802.11ac Surface in FCC Filing, Variety

The 3 Things Marketers Care Most About For 2018, Marketo

Twitter endorses the Honest Ads Act, a bill promoting political ad transparency, TechCrunch

Who Wins And Loses As Brands Flee The Long Tail?, AdExchanger

Yelp CEO Jeremy Stoppelman: People are “waking up” to tech’s dark side, Recode

The post Marketing Day: Facebook & Cambridge Analytica, Oracle Infinity analytics & more appeared first on Marketing Land.

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jknewsinfo · 3 years ago

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Captain Amarinder Singh visits Amit Shah's residence NEW DELHI: Punjab Lok Congress president and former Punjab Chief Minister Captain Amarinder Singh on Monday morning was seen arriving at the residence of Union Home Minister Amit Shah here in the national capital. According to sources, he is also likely to meet BJP national president JP Nadda today @capt_amarindersingh @amitshahofficial https://www.instagram.com/p/CX-v5ZClSWC/?utm_medium=tumblr

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p0stings · 8 years ago

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I'm from California I specifically compete in the souther valley forensic league (SVFL) part in Cali. We have your basic events DUO, DI, HI, NX, IX, Expos, OO, and then we have OA which is like OO, then TI (thematic Interp) OPP (original prose and poetry where you write you're own story) Radio and then for debate we have LD, we call CX policy over here, POFO and Parli, we do have congress but congress is treated like shit in my league so we only do state and nat quals congress

ok what i can get from this is that POFO= public forum?? and TI is like POI …also what the heck i wanna write my own prose that would be awesome

#p0stings answers #wildlystrawberry #other places

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anthonybatow · 4 years ago

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Друг мой, Колька! Сегодня мы провожаем в последний путь твоё детство... Ты становишься взрослым юношей. Становятся не интересными и уходят на второй план детские игрушки, приходят осмысленность и ответственность! Теперь тебе не обязательно отпрашиваться в бар у мамы и пока ещё не нужно отпрашиваться у дочки... Просто будь рядом, как и все эти годы, лучшего подарка от тебя на твой ДР я и не жду😜 ПыСы. Ну и заказывай меню на субботу, вернусь с обучения проведу тебя по тернистому пути UX и CX прямиком в LX! Постараюсь сделать так, чтобы все твои UJM, CJM были максимально приятными и ты не передумал использовать их в LJM! 😂😂😂 #днюха #онтошкиныдрузья #друхмой #поздравления #щастяздаровя (at Sea Galaxy Hotel Congress & SPA) https://www.instagram.com/p/CO2NkA2gZLJ/?igshid=j65eq6is5ze4

#днюха #онтошкиныдрузья #друхмой #поздравления #щастяздаровя

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hotlegsnsfw · 4 years ago

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via Blog – CustomerThink

#Blog – CustomerThink

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holytheoristtastemaker · 5 years ago

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B2B companies realign sales and marketing efforts as the COVID-19 economy creates slowdowns and layoffs for some, opportunities and new leads for others. CX teams face uncertainties as sales slow and nervous CFOs reconsider marketing and advertising budgets and realign sales teams to new economic realities after COVID-19 shutdowns.

Outdoor digital camera manufacturer GoPro, for example, will restructure, laying off 20% of its workforce, with marketing hit hard. Last Wednesday, GoPro told investors that supply chain disruptions forced it to scrap much of its global distributor network and it will change to a direct-to-consumer sales model. To manage the transition, GoPro hired former Pandora CMO Aimée Lapic as its new CMO and said that sales and marketing cuts would extend "through 2020 and beyond."

Some 31% of 317 finance leaders surveyed recently by Gartner indicated that marketing budgets will be cut by more than 10% in 2020, and 18% said sales would also be cut. Those were the top two categories among corporate expense categories that also included real estate, HR, IT, legal, research and development, communications and procurement.

Travel and hospitality companies have laid off CX teams as most Americans have been ordered to stay at home, said Annette Franz, board chair for the Customer Experience Professionals' Association (CXPA) and CEO of CX Journey, a consultancy. CXPA members have told her of layoffs at trade-show companies, too. A CX team leader for a senior-living facility also told her that while he hasn't been let go, his projects have been put on hold. As far as her own clients, "I'm not hearing from anybody," she said.

"I've heard the whole spectrum, from people just getting laid off because their industry's hit so hard to 'full steam ahead,' because we know we need to listen to our customers, understand what they're going through so we can empathize and deliver a better experience for them," Franz said. "And I've sort of heard in the middle, too, where companies are backing off and slowing down because resources have been diverted or they didn't want to seem insensitive to customers."

Advertising, events spending shift

Tech companies including Citrix, Microsoft and Zoom have actually seen business increase massively, but most CX teams at B2B companies have had some tough choices to make with most of the country shut down for social distancing and most Americans under stay-at-home orders, said Constellation Research analyst Liz Miller.

At first, a lot of advertising shifted to digital channels such as Twitter and "pretty much every digital platform," she said. That decreased quickly -- especially on the B2B side -- as the days went on, because CX teams began to fear their budgets would be cut as the economy slowed.

Canceled live events that companies had planned to attend or host did free up budgets for new CX projects, but they also sent spending on live-event marketing in a "free-fall," Miller, said. For many organizations, live events are the second or third-largest line item in their budgets, so companies that support live-event marketing are also in a free-fall. She said she anticipates B2B CX teams will spend what's left of budgets on demand-generation activities such as content projects and virtual events.

We're still trying to get a handle on what our customers want and trying to keep up with the messaging.

Liz MillerAnalyst, Constellation Research

"People are still in the retooling stage right now," Miller said. "You just don't necessarily know where [they'll invest], because the minds and the behavior patterns of our customers are so dramatically changed. We're still trying to get a handle on what our customers want and trying to keep up with the messaging."

Messaging changed from opportunities to purchase goods and services to letting customers know that businesses were still open, what they were doing to serve customers during the pandemic and checking in on customers to ask about immediate needs and to confirm customers themselves were still open.

"It's a post-pandemic mindset," Miller said. "How do we start to create a new normal, and create a conversational cadence around that? We haven't quite gotten there yet."

Sales teams making changes

As B2B sales teams try to meet their goals in what amounts to a partial shutdown of the economy, technology is helping to maximize what leads are left. Sales meetings and live events were the lifeblood for a majority of Databook users, said CEO Anand Shah. The cloud customer intelligence tool prioritizes leads and can be used to develop contact strategies and map the seller's value proposition to individual customers' needs.

With first-quarter sales projections out the window and the second quarter a blank slate as customers change their plans day to day, sales teams have to change their approach. "When selling to large enterprise customers, the status quo doesn't really hold in this environment," Shah said.

In pre-COVID days, salespeople would visit a customer, do a PowerPoint demo and make the sale by answering questions afterward to accommodate the customer's needs and concerns. Now, Shah said, buyers are more in control of the sale.

Databook users report their customers take sales meetings only when there's a tangible benefit for them this year, whether it be cost reduction, revenue increase or risk reduction. Enterprise software sales are still strong, but certain verticals such as airline and hospitality are not buying while their businesses plummet. Successful Databook users are finding new use cases for their software in verticals such as healthcare.

When Mobile World Congress and numerous Gartner events were canceled, it forced Databook customer Kinetica to quickly change its approach. The company, which offers streaming database analytics for a host of verticals including energy, finance, retail and healthcare, had committed most of its sales budget for the year on attending events.

"Those events are gone, but we still have to generate business," said Tom Addis, chief revenue officer at Kinetica. "Add to that the uncertainty that our customers have about their own financial situation and their budgets and pretty soon you see their budgets freeze up. Critical projects are put on the shelf."

After a week of adjusting to COVID-19 realities of working from home and cutting its own marketing budget, Kinetica changed its sales strategy to keep gathering leads even though the company's marketing team had no events to attend. Kinetica invested in lead generation though digital content including tech talks, webinars, podcasts and other pieces. It also invested in tightening website content overall, as well as its messaging and SEO strategy. This has led to more prospective customers asking for proof-of-concept models to demonstrate what Kinetica's platform can do for their particular companies, something that sales teams can perform remotely.

Addis said he believes the top of the sales funnel is key to surviving an impending global recession, and the companies that devote themselves to building it will recover more quickly and be stronger when the recession ends.

"That's where I've been focusing my time and the energies of my team," Addis said, adding that he's trying to be "realistic" about just how much of the live events pipeline the digital channels can replace, knowing it might not match it. "In this new world, we need to continue to reach out, but the form and factor is going to be different. We still need to feed the engine."

While marketing automation and sales data technologies can help bridge the gap in the digital, post-COVID-19 world when live events aren't available to gather leads, Addis said the most important part is making sure the data gathered from online outreach is relevant.

CX needed more so as companies adapt

In early April, Salesforce CEO Marc Benioff pledged there would be no significant layoffs for 90 days at his company. Not all CX teams spanning marketing, sales and customer support were so lucky. Some companies that haven't seen layoffs have seen CX budget cuts or delayed projects as business slows.

CXPA's Franz said that now, more than ever, CX teams need to continue their work in order to gauge sentiment through voice of the customer. Surveys are still effective, but companies shouldn't always push them right now, especially to under-the-gun sectors such as healthcare. But getting feedback through open-ended questions will help companies understand the changing economic landscape and how it drives different needs for their customers.

"It's going to vary by industry, but you do need to listen," Franz said. "We always want to take the time to understand our customers and use what we learn to deliver a better experience."

Franz said that CX teams who have created truly customer-centric cultures for their brands before COVID-19 are finding that it's easier for marketing and customer service to just continue what they're doing, in the same sympathetic voice, citing the examples of Delta Air Lines and Zappos.

"We shouldn't be treating our customers any differently, and employees should already know how to deal with customers," Franz said.

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