Mon.Mar 13, 2023

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How to Boost Customer Engagement Without Burdening Your Clients

Kapta Customer Success

Customer engagement is essential to long-term account retention and your company’s bottom line. We’ve talked about the connection between delivering customer value and customer retention. But, according to Gallup , companies that have greater customer engagement, boost productivity, revenue, customer ratings, and share of wallet by two to three times more than if they only attain customer satisfaction.

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Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world.

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ChatGPT will Revolutionize Conversational AI, Just Not the Way You Think

Inbenta

By Jordi Torras, Chief Innovation Officer, Inbenta In just a few months, ChatGPT has captured the interest of hundreds of millions of users and the imagination of businesses the world over. The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public.

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How to create a customer experience portal

Method:CRM

No matter the industry, customer experience is a huge part of your business success. You should never neglect your customers’ wants and needs. If you do, you risk jeopardizing your relationships and the opportunity to develop new ones in the future. Instead, you should strive to exceed customer expectations. An effective way to improve customer satisfaction is to incorporate a customer experience portal into your business.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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The Future of Higher Ed Enrolment – Student Survey Reveals Overwhelming Chatbot Acceptance

Comm100

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide.

More Trending

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A Five-Star Experience with Katie Mares

ShepHyken

Top Takeaways: In this episode of Amazing Business Radio, Katie Mares shares the five steps to executing a 5-star experience. Understand that what you say and how you say it matters. Choose words that elevate the experience. Speak to your customers in a way that is engaging and sincere. Use your customer’s name. Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.

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What is it like to attend the Qualtrics X4 Summit? And is it worth it?

Thematic

Have you ever heard of Burning Man? It's a festival known for being the most unconventional event in the US. Well, I've been there, and let me tell you, Qualtrics X4 is a lot like that. It's a conference full of surprises, where you can expect the unexpected. For instance, where else would you find the Killers performing or Martha Stewart as a keynote speaker?

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Automation Can Support (But Not Replace) Human Customer Service Agents

Interactions

The use of automation in customer service and support has become increasingly popular as technology continues to advance — and for good reason: Automation can offer benefits such as increased efficiency, cost savings, and the ability to handle high volumes of inquiries. However, CX professionals should not view automation as a replacement for customer service and support agents as humans can handle some tasks best.

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Salesforce Launch Einstein GPT; Is This the Beginning of AI’s Long-Awaited ‘Productivity Wave’?

CSM Magazine

Stuart Dorman, Chief Innovation Officer at Sabio Group looks at the latest Generative AI developments. With Microsoft’s investment in OpenAI being quickly followed by the release of Google’s Bard, the conversation around Generative AI continues to build and much of the focus has understandably been concentrated on what might come next from those two tech behemoths.

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The 2023 Verint Experience Index: Retail

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

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6 Tips for Crafting Newsletters that Drive Customer Engagement

ClientSuccess

Email marketing has evolved, and today’s subscribers are looking for a lot more than simple promotions. With so many competitors vying for attention, it’s essential to capture the user with creative emails that engage them on an individual level. That means researching your target audience and utilizing data analytics to send out newsletters tailored just to their interests!

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Make Shopping Easier with Retail Mapping Software

CSM Magazine

Indoor maps are becoming an increasingly popular tool for retailers to improve the shopping experience for their customers. By providing shoppers with an interactive store map, retailers can help customers easily navigate their space, locate products, and find their way to checkout. This enhances the customer experience and can increase sales and customer loyalty.

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From gut feel to data-driven: Why pricing strategy is critical for high-tech and software firms

West Monroe

The pandemic accelerated a shift to digital buying and selling—and it’s change that is here to stay: In a recent Forrester study , 38% of survey respondents believe the pandemic permanently altered buyer requirements. High-tech and software organizations feel this change as much as any sector. As XaaS and perpetual licensing models mature, buyers are becoming more selective.

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Customer Service Software: The Importance of a World-Class Tech Stack

Advantage Communications

In today's fast-paced world, customer service is more important than ever. Customers demand prompt and personalized service, and businesses must be able to deliver on these expectations to remain competitive.

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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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Heads Up! A Sneak Peek into the Big Product Updates Rolling Out Soon

Feedbackly

We are in the last steps of preparing for the big Feedbackly survey tool update. Feedbackly is known for listening to its customers’ wishes, and making their CX dreams true. During the next few months, we will start rolling out a series of bigger and smaller updates for everyone to use and so that you can rock even better with your Customer Experience!

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Sharing Sales Transactions in Real-Time at Scale

SAP Customer Experience

It’s happened to all of us. We’ve all shopped online and purchased something, only to be met with the frustration and disappointment of our order being out of stock or sold out. Not only does it cause a hassle getting a refund or waiting for the product we desire to.

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Perkville and Xponential Fitness

Perkville

Perkville joined Xponential Fitness’ Digital Partner Program bringing our loyalty and referral platform to its brands.

Loyalty 52
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Loyalty Plus Press Release 13 March 2023

LoyaltyPlus

PDF-Press-Release-3-1 Download PDF-Press-Release-4 Download The post Loyalty Plus Press Release 13 March 2023 first appeared on LoyaltyPlus.

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The Open CCaaS Advantage Report

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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CX Leader of the Year 2023 open for applications

MyCustomer

Engagement CX Leader of the Year open for applications

2023 52
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Explore The End Of The Customer Lifecycle At CX APAC 2023

Forrester's Customer Insights

Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up.

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CX Leader of the Year 2023 opens for applications this week

MyCustomer

Engagement CX Leader of the Year opens this week

2023 52
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Explore The End Of The Customer Lifecycle At CX APAC

Forrester's Customer Insights

Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up.

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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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CX Leader of the Year 2023 opens for applications next week

MyCustomer

Engagement CX Leader of the Year opens next week

2023 52
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Robust Aftermarket Parts Pricing Policies Are Essential During Inflationary Times

Middlesex Consulting

No matter your time horizon, aftermarket parts pricing policies and management offers industrial original equipment manufacturers (OEMs) the maximum leverage to improve margins and profit. For most OEMs, a significant piece of their total business comes from selling spare parts, wear parts, and consumables. Labor rates, contract prices, and other service costs are usually controlled […] The post Robust Aftermarket Parts Pricing Policies Are Essential During Inflationary Times appeared firs

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Top 5 Customer Service & CX Articles for the Week of March 13, 2023

ShepHyken

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 comment about each article and would like to hear what you think too. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates.

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Say Goodbye to Third-Party Cookies: Market Research is Here

2020 Research

The post Say Goodbye to Third-Party Cookies: Market Research is Here appeared first on Sago.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.