Trending Articles

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Speech Analytics: Turning Conversations into Actionable Insights

InMoment XI

Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. Historically, it has been difficult to quantify metrics from customer calls. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics? Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction.

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The 3 Principles of Brand Loyalty in a Highly Disruptive World


Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Read on to discover the three principles of brand loyalty in a world where disruptions continue to shift our buying behaviors (and one interesting exception to the rul

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[Experience Action Podcast] CX Pulse Check – July 2024

Experience Investigators by 360Connext

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization.

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Net Promoter System Imperfections


Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), introducing a new, simple and convenient way for businesses to measure customer happiness.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Don’t Throw Fellow Employees Under the Bus


I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose.

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AI CoPilots Are Incremental, AI Agents Are The Real Breakthrough


The initial promise of artificial intelligence was intriguing: machines capable of augmenting human tasks, enhancing productivity, and optimizing operations. As we stand on the cusp of a new era, the real breakthrough for AI lies not in merely augmenting our existing staff but in fully automated AI agents. AI agents will free valuable resources from mundane tasks.

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Introducing the Braze Data Platform


Today, we’re introducing the Braze Data Platform : A comprehensive, composable set of new and existing Braze capabilities and partner integrations available in our customer engagement solution, designed to help marketers leverage data to deliver more impactful, scalable customer experiences powered…

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QUI TAKEAWAY: Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

Bill Quiseng

QUI TAKEAWAY: Customers pay for their experience, not your product or service. The customer’s best value in their experience is one that is “just perfect.” Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

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Top 5 Customer Service & CX Articles for Week of July 8, 2024


Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support

Beyond Philosophy

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

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Unlocking Business Success: 5 Key Trends in 2024 to Succeed Your Customer-First Strategy


As we debut the second half of the year, the ever-evolving landscape of customer experience (CX) is making business success even more challenging than usual. Are you finding this too? If so, then I have some ideas to help. We already know that businesses that embrace a customer-first strategy successfully lead their markets by driving growth from increased loyalty.

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Consumer Spending Slowdown: How to Keep Customers Coming Back

Second to None

In the current economic landscape, consumer spending patterns have undergone a significant transformation. Inflation is rising. There’s also economic uncertainty and shifting priorities. These have led to a softening of consumer spending. An item that was worth $1 in 2020 now costs $1.21. The once “almighty dollar” has lost the purchasing power it once had.

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GEM Rolls-Out BigChange Mobile Tech for Building Services Contracts

CSM Magazine

GEM Environmental Building Services has rolled-out a job management system from BigChange. The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time updated customer interfaces. Using the system GEM has reduced the admin resource required to manage multi-million-pound contracts by around 50 percent whilst improving engineer efficiency by 10 percent.

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The Ultimate Guide to Monetizing Customer Learning

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.

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Is generative AI is making customer experience worse?

Think Customers

By Tom Lewis, Senior Vice President of Consulting, TTEC Digital When ChatGPT burst onto the scene, it was so widely adopted – and so quickly, by so many – that consumers soon started to expect generative AI-level responses from customer service bots. As generative AI suddenly infiltrated so many aspects of daily life, consumers assumed brands would be using it to deliver relevant information and answers at a moment’s notice.

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AI-Journey Orchestrated Gamification: Its Time is Now


Take the next step with our CRM marketer evolution curve Download Now Why it Matters: AI-journey orchestrated gamification combines the dynamic management of customer interactions with game-design elements to enhance user engagement. This innovative approach leverages advanced analytics and AI to understand player behaviors and preferences, ensuring that every interaction is contextually relevant and engaging.

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How to Choose the Right AI Survey Builder to Build Actionable Surveys: 8 Features to Look For


Are you striving to gain an in-depth understanding of your customers to deliver them an exceptional experience? Then, you may want to replace your traditional survey builder with a stronger tool. Why, you may ask? Because traditional survey builders don’t cut it anymore! Yes, they help you build surveys, but they neither have the speed nor the capability to dig deep into customer feedback in an ever-evolving CX space.

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10 Benefits of Outsourcing Customer Service in 2024


Customer support plays a decisive role in business growth. Why do companies outsource customer service, then? If it truly is such a meaningful component of the business success equation, shouldn't brands handle customer service with their own hands? The answer is more simple than it seems.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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SurveySparrow - Untitled Article


The internet offers a variety of ways to earn extra cash, and online surveys are a popular option. This blog will explore the world of paid surveys, helping you decide if it’s right for you and navigate the process effectively. Let’s be honest, who wouldn’t love a little extra cash? That’s what initially drew me to the world of online surveys for money.

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163: Creating a New Employee Onboarding Experience

The DiJulius Group

What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman’s “Never Lose an Employee Again” and Dan Heath’s “Making Moments Memorable,” we.

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10 Ways to Provide Outstanding Law Firm Customer Service

CSM Magazine

Elevate Your Law Firm’s Client Experience with These 10 Proven Techniques Delivering exceptional customer service isn’t just good business for law firms – it’s an absolute necessity, given the sensitive nature of their work and the high stakes involved. By going above and beyond for your clients, you open the door to a lucrative advantage: the word-of-mouth endorsements, referrals, and – best of all – repeat business that follow close behind.

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7 Lessons To Learn From Starbucks NPS To Boost Your Customer Loyalty


Did you know that Starbucks customers visit the store approximately 6 times per month on average? Why do you think that is? – It’s the experience they create from the moment you walk into their store to the moment you leave and even beyond that. And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector!

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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How DoorDash Research Team Does More with Less: Fast and Flexible


How did DoorDash go about building a best-in-class research team? If their business impact and improved employee satisfaction are anything to go by, there’s a lot to learn from them! At its core, DoorDash functions as a marketplace for on-demand food delivery. As the leader in last-mile delivery service, they seamlessly connect Consumers, Merchants and Dashers  (delivery drivers) through their app.

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CX ROI Metrics Roadmap


CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Therefore, it’s lagging. Leading indicators are what you are doing that causes the lagging indicator.

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5 Ways To Improve Customer Experience In Restaurants


It’s not uncommon to see big QSR chains frequently announcing new customer experience (CX) programs. Every brand wants their customers to leave the restaurant with a smile, but achieving this consistently is easier said than done.

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How to Measure Customer Loyalty Program Benefits: Insights from Top Brands

CSM Magazine

Customer loyalty programs are more than just a way to reward repeat customers—they’re a strategic investment in building long-term relationships and driving consistent revenue. But how do you measure the success of such programs? Here, we explore key metrics for assessing loyalty program benefits, leveraging insights from well-known brands. Point Redemption Rate Definition The point redemption rate measures the percentage of loyalty points earned by customers that are eventually redeemed.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro