TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

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Upstream Works

JUNE 1, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

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BirdEye

JUNE 1, 2023

Benchmarking drives greatness. Consider the four-minute mile. Experts thought it impossible that anyone could run a mile so fast, that is until Roger Bannister did so in 1954. Since then, roughly 1500 people have achieved “the impossible,” and it’s pretty much the benchmark for becoming a world-class runner. In the same way, a benchmarking strategy can propel your company to achieve your loftiest goals.

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Reference Metrics Competitive Advantage Transportation 98

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.

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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

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

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Call Center 2001 Retail Workshop 78

ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.

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Blueshift

JUNE 1, 2023

In the fast-paced world of retail and e-commerce , staying ahead of the competition requires innovation, strategic decision-making, and the right tools to get it done. As the busy holiday season slowly approaches, it’s crucial that marketers adopt strategies now to ensure efficiency and maximize customer outreach later. This is where AI comes in, especially as marketers are tasked with doing more with less.

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Optimove

JUNE 1, 2023

It’s one of the busiest crossroads at which the different revenue teams intersect and sometimes collide – attribution junctions. A well-documented battle of egos, bonuses, and, ultimately, optimization. At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize.

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SurveySensum

JUNE 1, 2023

Retail businesses thrive on repeat customers. Therefore understanding these customers isn’t just helpful but essential. And the simple and effective tool to achieve this is the Net Promoter Score (NPS). The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Higher NPS scores indicate you have more customers to promote your business.

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NPS Retail Net Promoter Score Loyalty Programs 52

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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

Retail

Feedbackly

JUNE 1, 2023

Today’s customers enjoy the availability of a wide range of choices, good quality products, and the convenience of e-commerce. They are now on the hunt for businesses that enhance their lifestyles with emotional value. Emotional value is when a customer experiences positive feelings like joy and happiness from the services offered by a business. In Seth Godin’s words, “People do not buy goods and services.

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E Commerce Touchpoint Brands Download 52

Optimove

JUNE 1, 2023

Customer marketing has the power to transform businesses and change bottom lines. It is a powerful and timely growth tool and a strategic asset in today’s volatile consumer landscape. Leading business consultants such as Gartner and Forrester consider customer loyalty a top priority for marketing decision-makers worldwide. And the best news is that the foundations for customer marketing already exist within each and every business: data and information about existing customers is constantly coll

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Marketing Multi-Channel Metrics Customers 52

CSM Magazine

JUNE 1, 2023

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. Using humour has the effect of raising team energy and prompting more positive staff behaviour towards guests – particularly among ‘less-traditional’ workers and employees who prefer to have different experiences.

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SAP Customer Experience

JUNE 1, 2023

A good product design and descriptive documentation are very often key to the success of a software product. It needs to be intuitive, obvious, easy to use and clear, without superfluous information. Wait, but who defines what is intuitive and easy to use? Well, YOU DO! We genuinely rely on.

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User Experience Document Information Customer Experience 77

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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,

Measurement

Cyara

JUNE 1, 2023

Chatbots have seen significant growth in recent years as more businesses look to utilize automation and artificial intelligence (AI) to improve the quality and availability of their service. They offer increased engagement opportunities for your customers and prospects and are available on a 24/7 basis. Chatbots also provide multilingual support with significantly reduced operational costs and lower labor resource requirements.

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SAP Customer Experience

JUNE 1, 2023

CX Adoption Webinars Best Practices in Change Management Webinar Realize tangible business outcomes from your SAP CX Solution investments Webinar CX Adoption Center Self-Service Accelerators | Sales Cloud Lead to Order Best practices in Opportunity Management Webinar Best practices to capture, nurture and convert business leads Blog Best practice –.

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Blog Webinar Sales Management 55

Braze

JUNE 1, 2023

Unlock your brand’s marketing potential with WhatsApp—and take advantage of these three real-world use cases and best practices to supercharge your customer engagement strategy.

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Customer Engagement Engagement Marketing Customers 52

SAP Customer Experience

JUNE 1, 2023

As a recognized platform, CX Works has been an invaluable resource for businesses seeking guidance on SAP Customer Experience solutions. However, SAP has taken a step forward by integrating CX Works content into the SAP Enterprise Support Academy, a unified training and enablement platform designed to empower organizations to leverage.

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Customer Experience Customers 60

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.

Customer Insights

West Monroe

JUNE 1, 2023

The tech industry is undergoing a significant transformation. Economic volatility and declining venture funding is shifting the sector’s approach from “growth at all costs” to “optimizing the cost of growth.” It’s not uncommon to find news articles that highlight optimization initiatives and layoffs at companies—most recently at Amazon, Meta, Shopify, and LinkedIn.

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Zonka Feedback

JUNE 1, 2023

Combine Net Promoter Score (NPS) with the powerful CRM capabilities of Pipedrive to nurture stronger customer relationships, make data-driven decisions, and boost customer loyalty. Customer satisfaction is the cornerstone of any successful business, and understanding your customer's needs and preferences is key to driving growth. In today's competitive landscape, having the right tools to measure and improve customer loyalty is essential.

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Net Promoter Score NPS Customer Satisfaction Sales 52

Education Services Group

JUNE 1, 2023

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. Whether looking at it from the perspective of your organization’s general maturity level or CS operations maturity specifically, building comprehensive journey maps adds another dimension to your organization’s ability to effect change across the business.

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Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

CSM Magazine

JUNE 1, 2023

Geoff Forsyth, CISO, PCI Pal PCI Pal the global SaaS provider of secure payment solutions for business communications, is pleased to announce that its Chief Information Security Officer (CISO), Geoff Forsyth, has been appointed to the 2023-2025 PCI Security Standards Council Board of Advisors. The Board of Advisors represents PCI SSC Participating Organizations worldwide to ensure global industry involvement in the development of PCI Security Standards and programs.

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is … Continue reading → The post How Generative AI Will Transform Contact Centers and Shape Your Career appeared first on Brad Cleveland.

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Contact Center 2023 Management Multi-Channel 26

Alida

JUNE 1, 2023

Speakers at Activate 2023 celebrated the power of community's main comparative advantages, like versatility, malleability, and ability to enable the execution of targeted CX tactics.

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2023 130

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is … Continue reading → The post How Generative AI Will Transform Contact Centers and Shape Your Career appeared first on Brad Cleveland.

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Contact Center 2023 Management Multi-Channel 26

MyCustomer

JUNE 1, 2023

Martyn Lewis explores the unique role CX teams can play in positively influencing and managing the buying journey.

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Management 139

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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.

Customer Engagement