Experience Investigators by 360Connext

JANUARY 9, 2024

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight.

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COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence.

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Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part

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Contact Center Customer Care Article Brands 93

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? It certainly wasn’t as accessible or intuitive as it is today. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Cyara

JANUARY 9, 2024

Will the company resolve any issues I have quickly and easily? This question is one of customers' primary concerns when first purchasing from a new business. In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores.

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InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.

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B2B Customer Experience Net Promoter Score 2024 551

SurveySparrow

JANUARY 9, 2024

Using AI tools for market research is a game changer. Come to think of it, what is that one thing you wish you had more of? For me, it is nothing but time! And that’s precisely what artificial intelligence saves. Especially in a world that is crazy about instant data! This blog will look into the top AI market research tools, their features, and pricing!

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Braze

JANUARY 9, 2024

Braze has been recognized as one of Built In’s 2024 Best Places to Work for the third consecutive year!

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Uplight

JANUARY 9, 2024

Uplight has been included in Built In’s 2024 Best Places to Work list! This distinction highlights Uplight’s commitment to its employees and recognizes Uplight’s strong benefits, remote and flexible work offerings, focus on diversity and inclusion (DEI) in addition to meaningful, mission-driven work in the field of clean energy and a cleaner future for our Read More The post Uplight Recognized as a Best Place to Work on Built In’s 2024 List appeared first on Uplight.

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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!

Customer Experience

Helpware

JANUARY 9, 2024

Vendor outsourcing is an integral strategy for global enterprises. It refers to the process of subcontracting out certain functions or processes to external service providers. The global volume of business process outsourcing reached an amazing $245.9 billion in 2021 and is forecast to expand at a rapid 9.1 % CAGR over the period from 2022 to 2030. Businesses resort to BPO in pursuit of cost efficiency and specialized expertise in certain areas.

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Zonka Feedback

JANUARY 9, 2024

With over 280 million users, Microsoft Teams has become an indispensable part of many businesses for communication and collaboration. As Teams continue to be the go-to platform for seamless teamwork and meetings, the challenge of seamlessly integrating task management within this environment could be a common concern for many users. This is where Microsoft Teams apps and integrations come in handy!

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Communication Management Feedback 52

CSM Magazine

JANUARY 9, 2024

Pin Up Casino is known for its diversity of vibrant games, including favorites like Crazy Monkey, Resident and Zeus Rush Fever Deluxe. These games not only offer quality entertainment, but also the possibility of substantial winnings. Below, we’ll explore specific strategies for each of these games to maximize your chances of success. Crazy Monkey: A Jungle Adventure Crazy Monkey stands out with its fun theme and lively graphics.

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Entertainment Demo Management 52

Uplight

JANUARY 9, 2024

As another year whizzes by like a Tesla on Ludicrous Speed, I make it a habit of grabbing the rearview mirror and seeing what a wild ride it’s been. And let me tell you, folks, 2023 didn’t disappoint, so here are 10 things that stand out as lessons learned and moments to celebrate: 1. The Read More The post 10 Reasons 2023 Busted a Power Move (and to gear up for an electrifying 2024) appeared first on Uplight.

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2024 2023 52

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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.

Customer Experience

CSM Magazine

JANUARY 9, 2024

Business fleet fuel cards offer significant savings on gas expenses through various features such as rebates and discounts. With fuel cards, businesses can track fuel usage, set spending limits, and generate custom reports to better manage and control their fleet’s fuel expenses. These cards also eliminate the need for employees to make fuel purchases on expense reports, streamlining expense reporting processes.

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Transportation Document Rewards Programs Financial 52

Braze

JANUARY 9, 2024

Braze Audience Sync, a feature built into the Braze platform, can make it possible for brands to maximize marketing effectiveness by bridging the gap between teams focused on paid channels and those focused on owned ones—or between teams centered on acquisition and retention, respectively.

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Brands Marketing 52

CSM Magazine

JANUARY 9, 2024

Creating a comfortable and productive home office is essential for maximizing your efficiency and well-being. With the rise of remote work and the increasing number of people working from home, it’s more important than ever to design a workspace that fosters creativity and focus. In this article, we’ll explore various tips and ideas to help you transform your home office into a space that you’ll look forward to working in every day.

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Travel Document Technology Article 52

MyCustomer

JANUARY 9, 2024

2023 is officially in the books.

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2023 Article Books 97

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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.

Customers

Forrester's Customer Insights

JANUARY 9, 2024

In 2000, the hottest holiday gifts for tweens were Bratz Dolls and the Nintendo Wii. In 2023, they were 64 oz Stanley tumblers and skincare products from Sephora. My, how have the times changed. But why? It’s because of the unique impact of the creator (also known as the influencer).

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2023 B2C Consumers Marketing 33

Gainsight

JANUARY 9, 2024

By now, the value proposition for a customer community is well-established. Having a community of people who use, improve, and advocate for your product will help you build relationships with customers and prospects that ultimately drive revenue. But how do you actually measure that value—the real impact of community on your business? To help us answer this crucial question, we turned to Richard Millington, Founder and Managing Director of FeverBee , the leading data-driven community consultancy

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Metrics 2023 Measurement NPS 52

Forrester's Customer Insights

JANUARY 9, 2024

2024 promises a better tech spend outlook for the US — Forrester forecasts that US tech spend will grow 5.5% in 2024, up from 4.5% in 2023.

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