Thu.Sep 21, 2023

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Your 3 Step Checklist to Starting an Effective Online Reputation Management Program

InMoment XI

Online reputation management is the process of actively monitoring and influencing the way your business is perceived by your customers and the general public. It involves collecting and analyzing feedback from multiple sources, such as reviews, social media, and customer surveys, and using that feedback to improve the customer experience and build a positive reputation.

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Meet Sophie AI: The Future of Service


Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend. As you chat, you read your friend’s facial expressions and listen to the tone of their voice.


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8 customer testimonial examples and how to use them


Attracting customers in a competitive market can feel like an uphill battle. So, how do brands stand out from the competition? One powerful tool in today’s marketplace is customer testimonials. By highlighting the positive experiences of customers on your website or other online platforms, you can validate your brand’s awesomeness to potential customers and persuade them to purchase from you.

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10 Critical Customer Experience Statistics You Must Not Overlook

Win the Customer

As we delve into the insights learned from customer experience trends, it’s evident that experience continues to be a driving force behind brand loyalty, customer retention, and ultimately, business success. In today’s hyper-competitive business landscape, providing exceptional customer experiences has become a non-negotiable priority for businesses across industries.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How Can I Establish a Reputation for Low Prices WITHOUT Seeming Cheap and Low Quality?

Beyond Philosophy

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. However, since I would imagine some of you have a similar problem, I also wanted to share that discussion here with you.

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New Calabrio Research: AI Will Impact Customer Service Agents, but Not How We Anticipate

CSM Magazine

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. The report highlights the essential role of hybrid and remote contact centre agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands.

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Top 7 Forsta Alternatives & Competitors

Zonka Feedback

As one of the top Forsta alternatives and competitors, Zonka Feedback is a perfect fit for enterprises looking for a comprehensive customer engagement strategy and enhanced business growth.

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Cirrus Releases Game-Changing Upgrade to Their Contact Centre Platform

CSM Magazine

Cirrus, the leading contact centre solutions provider, today announces an upgrade to its revolutionary contact centre platform, and it’s set to transform customer service. With a focus on leveraging generative AI and the smooth integration of cutting-edge technologies, Cirrus brings essential tools into one single platform. This will enable contact centres across the UK to deliver improved customer service with significantly greater efficiency.

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Keys to Black Friday 2023: Start Marketing Early and Prioritize Existing Customers


Retailers should start holiday shopping marketing early ahead of 2023 Black Friday and Cyber Monday and focus on existing customers, Optimove data shows. The data is from Optimove’s 2023 Holiday Shopping Survey and Report  and post-2022 Black Friday analysis and research. In 2022,  Black Friday sales raked in a record $9.12 billion  from online shoppers, making it one of the most significant shopping events of the year.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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Angloco Fights Job Management Fires with BigChange Field Service Tech

CSM Magazine

Angloco, the manufacturer of fire fighting and rescue vehicles and equipment, is using a cloud-based job management system and mobile app to support growth. Since implementing the 6-in-1 BigChange system, Angloco has doubled its production capacity and increased turnover by nearly 100 per cent. Based in Leeds, West Yorkshire, Angloco supplies all UK Fire Services, has a multi-million-pound contract with the Ministry of Defence and has exported vehicles and equipment to over 70 overseas countries

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9 Strategies to Improve Customer Retention Rate in 2023


There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business. This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment.

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Composability in Customer Service: What is it and why it's important

SAP Customer Experience

What is composability? While there are several ways to describe composability, I refer to Gartner who describe a composable enterprise as ‘an organisation that can innovate and adapt to changing business needs through the assembly and combination of packaged business capabilities’. The key focus here being on business capabilities rather.

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The future of customer experience lies in intelligent adaptive messaging


What’s the future of customer experience? The experience the customer has with the product.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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How to Choose a Help Desk Software for Technical Support?

CSM Magazine

Investing in high-quality software is a pivotal decision for any company. To navigate this process successfully, it is paramount to meticulously define your product requirements. Ask yourself: Why does your organization require to change help desk software ? What precise objectives are you aiming to achieve? Which operational processes are due for optimization?

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7 Ways to Improve Customer Monetization Campaign Performance


Use these strategies to improve your customer monetization campaign performance across upsell campaigns, subscription renewals, flash sales, and more.

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Consumers Touch Smartphones 2,617 Per Day – How Brands Can Have the Right Mobile Touch to Drive Loyalty


In a world characterized by constant connectivity and digital engagement, the average person taps, swipes, and clicks 2,617 times each day, according to Dscout Research. This statistic underscores a profound reality—consumers’ dependence on their mobile devices has transcended the realm of convenience and utility, evolving into a profound emotional attachment.

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Khoros Fresh Features: Episode Two


Khoros is proud to present the latest Community, Social Media Management, and Digital Contact Center innovations available to you right now. Check out the Product Videos and other resources below so you can unlock the full power Khoros has to offer. What’s New? New LinkedIn capabilities and EveryoneSocial integration. Enhanced LinkedIn Ads allow teams in Khoros Marketing to create and save targeting profiles to publish to and govern individual users’ access to those profiles Khoros Marketing can

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Solving the Biggest Tech Challenges in RevOps

In this eBook, we’ll run through real-world examples that show how RevOps teams can benefit from modern solutions for the access, management, and activation of their GTM data. Whether you need to improve lead response times, boost adoption of core tools, improve lead qualification, or target and automate your GTM motions, you’ll find examples of how revenue teams are solving some of the toughest problems in modern business.

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Unlocking the Power of Knowledge Management: eGain Knowledge Academy’s “Knowledge Insights & Best Practices” Certification Program

eGain Blogs

Are you ready to embark on a transformative journey into the world of Knowledge Management? At eGain Knowledge Academy, we’re excited to introduce our comprehensive certification program, “Knowledge Insights & Best Practices.” Offered by eGain University™, it is a self-paced program, available online. It is designed to equip you with the skills and knowledge needed to excel in the white hot field of Knowledge Management (KM).

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How to Best Measure Brand Resonance | Alida


Having your own community will generate more accurate results when measuring resonance: You can do it in house and generate higher quality data.

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How Chatbots Are Transforming Healthcare (And How Testing Can Help)


Artificial intelligence (AI) has taken many industries by storm in recent years. This is especially true in healthcare, where the pandemic drove a surge in AI use that touched nearly every aspect of patient care and service delivery.

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Introducing the Optimove Academy


Optimove’s team of data scientists, analysts and developers have years of experience working with hundreds of online companies, analyzing their customer data and formulating winning retention plans. This extensive knowledge positions us as experts in the field of data-driven retention marketing, and a reliable source of “best practices” in areas such as customer segmentation, highly targeted multi-channel customer marketing, campaign performance analysis, campaign optimization and other retentio

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

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AI Powered Ticket Automation – Everything You Need To Know


Last Updated on September 21, 2023 Customer support teams today are facing a higher risk of burnout than ever!! This is because of the rising number of customer queries and the greater need to be on top of these queries faster! Hey, if you don’t take care of your customer, your competition will!! In fact, [.] The post AI Powered Ticket Automation – Everything You Need To Know appeared first on Kommunicate Blog.

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Contact Center Coaching to Improve CSAT 


In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. I don’t believe this is an intentional attempt to deceive or take shortcuts. Statistics heavily influences our field, yet we often neglect to educate our staff on effectively navigating the wealth of information available to them.

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Navigating Product Changes in SaaS Support

Help Scout

The constant changes ins SaaS software can create extra work for support teams, and can require an almost sales-like approach. Here's how to succeed through periods of change.

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Best Business Ideas for Your Project in 2024

CSM Magazine

The time is flying too fast and if you are planning to launch your own project in 2024, it’s already a good moment to start considering different ideas. For those who are viewing the development of a software solution as a viable option, we recommend thinking about the possibility of building a mobile app as a core product. The popularity of mobile applications, as well as a smartphone penetration rate, within different social groups is continuing to rise which can be an excellent sign for busin

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Drive GTM Efficiency with Tech Stack Consolidation

Consolidating your tech stack is an effective cost-saving measure that drives GTM efficiency and adds value to your enterprise. With a cohesive, integrated tech stack, your revenue teams can deliver an excellent customer experience that sets you up to win faster than your competitors.