Bill Quiseng
MAY 24, 2023
A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.
ShepHyken
MAY 24, 2023
You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.
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Education Services Group
MAY 24, 2023
A customer journey map is one of the first things you think of when you’re trying to improve the customer experience. It’s a roadmap of every interaction you have with your customer from the first moment they learn about your business to the moment they decide to renew (or not renew). It’s an important tool for operationalizing your Customer Success practice and helps to demonstrate where there are gaps in engagement or opportunities to deepen your relationship with your customers.
CSM Magazine
MAY 24, 2023
Claude is the latest addition to the Contact Center team, and he’s already making waves. As an AI assistant, Claude is designed to streamline the customer service experience, making it faster and more efficient for both customers and agents. Claude’s integration with the Zoom platform allows contact center agents to seamlessly transition from AI-assisted interactions to live video calls.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
InMoment XI
MAY 23, 2023
At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ClearAction
MAY 25, 2023
Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.
BirdEye
MAY 26, 2023
According to research, approximately $150 billion in revenue is lost each year in the healthcare industry due to no-show appointments. To combat that, many medical practices are shifting to online scheduling software to help streamline their appointment process. However, regulators require that all medical software be HIPAA compliant in order to protect patient information.
InMoment XI
MAY 25, 2023
Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out? The customer experience (CX) is crucial for any business that wants to succeed in today’s highly competitive market.
Magellan Solutions
MAY 21, 2023
Are you ready to make your brand more appealing to diverse customers ? Businesses deal with different types of customers every day, including those with foreign languages, such as Spanish, Chinese, Arabic, Korean, etc. If you want your business to be more competitive, consider hiring one of the best bilingual answering services. What Are Bilingual Answering Services?
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Beyond Philosophy
MAY 25, 2023
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. So, today, we will look at how you can incorporate the concepts we often talk about in this newsletter into your Journey Mapping efforts.
BirdEye
MAY 24, 2023
If you’re looking to implement a referral program for your business, you need some creative inspiration and brilliant customer referral program ideas. You also need to know what goes into an effective referral program as well as how to ensure it gets out to the right people. In this article, we look at everything you need to know about referral programs.
Method:CRM
MAY 23, 2023
Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.
Clarivate
MAY 22, 2023
From self-driving cars to ChatGPT and Amazon Bedrock, the world is quickly waking up to the enormous potential for artificial intelligence (AI) to change our world. Much discussion has focused on whether this will ultimately be for better or worse; but as with any seismic shift in technology, the answer will depend on how we choose to engage with and deploy the new tools.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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SAP Customer Experience
MAY 22, 2023
While using SAP Customer Data Platform (CDP) as the contacts source of ongoing data to SAP Emarsys for the first time and not being familiar with Emarsys, it may be helpful to know some important information beforehand so you can create the connector properly and troubleshoot any issue easily. CDP.
Comm100
MAY 23, 2023
Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.
ShepHyken
MAY 26, 2023
This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience. In an ever-evolving marketplace, traditional loyalty programs are facing increasing challenges in capturing and retaining customer attention.
BirdEye
MAY 22, 2023
Scheduling appointments can be tedious and time-consuming if you do it manually. Moreover, if you forget your scheduled meetings, you could lose clients or miss out on a great opportunity to generate new business. That’s why you need an easy-to-use scheduling app to stay on top of your schedules. While there are many appointment schedulers in the market, most might not suit your business needs.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
SAP Customer Experience
MAY 25, 2023
SAP Globalization Services provides a holistic localization experience across SAP’s solution portfolio, to enable enterprises to succeed locally and globally. With the second cycle of the SAP Customer Engagement Initiative in 2023, customers and partners are welcome to register until June 16 for the SAP Globalization Services projects and exchange.
Beyond Philosophy
MAY 20, 2023
Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you.
COPC
MAY 23, 2023
Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.
BirdEye
MAY 22, 2023
Your happy customers and loyal fans are a great source of new leads. Offering them perks for sending their friends over is an effective technique to boost sales. Consider using a customer referral program template to boost your company’s word-of-mouth advertising and make the most of every positive customer experience. In this blog, we’ll explore referral template strategies and share examples.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
SAP Customer Experience
MAY 22, 2023
Hi SAP Community! Fernando is back with some CX product learning news! By the end of last year, we updated the SAP Certified Application Associate – Solution Architect for Customer Experience certification with new and updated contents. This certification is unique within SAP Customer Experience portfolio cause it’s a cross.
Gainsight
MAY 23, 2023
This article was written by Phil Wainewright and originally published in Diginomica. At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. This aligns with the vendor’s view of Customer Success, particularly among its largely SaaS customer base, as something that should permeate across
Strativity
MAY 25, 2023
This article was originally published by QSR ( PDF ) on May 25, 2023. Contributed by Sean Eidson & James Lanyon. A rise in food delivery apps means margin erosion for operators. With rising interest rates, inflation, and softening consumer spending, restaurateurs are facing challenges like those experienced during peak pandemic levels, but food delivery apps are no longer the boon they once were.
Zeisler Consulting
MAY 23, 2023
I write a lot (these days, at least, it seems) about cars. Last year I had a lot of interactions with my car company and other support organizations having to do with my automotive needs. So I guess with it front of mind, it seems appropriate that this little anecdote popped into my head the other day: Do you remember in 2022 when BMW decided to make heated seats a subscription service ?
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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