Cyara
SEPTEMBER 22, 2021
Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated.
ShepHyken
SEPTEMBER 22, 2021
Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. (Shameless plug: Get it today!) . It’s always been my philosophy that customer service is not a department.
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Magellan Solutions
SEPTEMBER 22, 2021
Wondering how Lead Generation Services can help your company’s bottomline? We got some answers! Do you find it difficult to meet your development targets? Have you fallen into the referral trap, where the majority of your development is based on referrals? . If that’s the case, you’re not alone. It’s not a good idea to rely solely on referrals for new business.
Lithium
SEPTEMBER 22, 2021
In this episode, Cyber Security Evangelist at Check Point , Dameon Welch-Abernathy (aka ) talks about launching, growing, and leading user communities. A community, whether in-person or virtual, isn’t just a set-it-and-forget-it type of project. It takes a lot of involvement from all types of users and leaders to create a space that invites participation.
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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.
One Millimeter Mindset
SEPTEMBER 22, 2021
Do you perceive yourself as a problem solver, manager, or a spectator? Think about it. First, a colleague identifies a current or potential problem. Next, are you their top-of-mind, go-to resource to find a solution? Or are you the last person clients and colleagues consider for complex problem solving? Alternatively, are you a sought-after, stellar manager of complex problems?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond the Arc
SEPTEMBER 22, 2021
When crisis hits your company, how will you protect your customer relationships and brand reputation? The way you approach crisis communication can make all the difference.It's essential to be prepared with crisis management communications that effectively support your customers. But all too often, companies focus on the wrong things.Maybe you consider, “What do we want [.].
SurveySparrow
SEPTEMBER 22, 2021
If you’ve noticed that chatbots are becoming common and popular, it’s not just you. The chatbot industry is booming. Not only are fewer customer service interactions handled by humans, experts predict that the chatbot market will grow to be worth more than $1.3 billion by 2024. Chatbots are one of the most cost-effective ways to deliver customer service quickly and impactfully. .
NICE inContact
SEPTEMBER 22, 2021
In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities. Additionally, modern ACDs provide contact center leaders with real-time information for better decision-making and empower them to make quick, effective configuration changes.
Conversocial
SEPTEMBER 22, 2021
A few weeks ago I appeared on CX legend and friend of Conversocial Dan Gingiss' podcast 'The Experience Maker'. We focused on the needs and expectations of a modern consumer and how to best use messaging channels to meet and exceed those expectations.
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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
Customer Experience Update Submitted Articles
SEPTEMBER 22, 2021
Help Scout
SEPTEMBER 22, 2021
This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Your work matters. You matter. Delivering high-quality online customer service day after day is skilled, challenging work. Sometimes people think of support as an “entry level” role, something to be moved through or skipped over, but you know how wrong they are.
SAP Customer Experience
SEPTEMBER 22, 2021
Digital transformation project drives customer experience and growth. View >> Part 1 | Part 2 Riachuelo is the flagship retailer in the Guararapes Group. It started as a fabric store in 1947 and evolved into a major department store by 1979.
Happy or Not
SEPTEMBER 22, 2021
Like any business, you’re sure to come by unsatisfied customers. But without a way to capture if they are happy or not, how do you know? Where do you start, and what does the data mean? What you do with data can make a significant impact on your customer retention and growth. . Our CEO Miika Mäkitalo had the pleasure to join the Pathmonk podcast where he not only discussed our 4 Smileys and the benefits that customer feedback insights provide businesses, but also shared his perspective and adv
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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,
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Uniphore
SEPTEMBER 22, 2021
Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance.
PK
SEPTEMBER 22, 2021
I recently joined my colleague, PK Associate Design Director Hannah Sherwood, on Cheetah Digital’s Uncaged Wisdom podcast to discuss PK’s human-centric approach to loyalty. In the podcast, we chatted with […]. The post Developing a human-centric approach to loyalty appeared first on PK.
CXApp
SEPTEMBER 22, 2021
It’s time we address the elephant in the room. You may be wondering, how can employers bridge the gap between off-site and on-site workers in a hybrid environment? Well it’s much simpler than you may believe it to be: an employee app.
Doing CX Right
SEPTEMBER 22, 2021
How do you get customers back to buy again? Read Shep Hyken's actionable tips revleaded on DoingCXRight®? Podcast. The post How To Bring Customers Back (Podcast Summary) appeared first on Doing CX Right.
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.
Gold Research
SEPTEMBER 22, 2021
Understanding a Customer's Journey is pivotal for a business, irrespective of its size, in order to draw insights into customers' experiences along with the perceptions they draw when interacting with the company.
The DiJulius Group
SEPTEMBER 22, 2021
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Shep Hyken, customer service expert, about his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. You will learn: How to design and create an experience that gets customers to return again and again. The difference between repeat. Read Full Article. The post 057: I’ll Be Back – How to Get Customers to Come Back Again and Again appeared first on The DiJulius Group.
Gold Research
SEPTEMBER 22, 2021
Every business is in the business of serving its customers. And in a world full of choices, understanding customer behavior gets more and more important every day. Doing so enables an enterprise to outline how customers think and act and motivate them to prefer choices that benefit it’s brand. It is vital to boosting an organization’s competitiveness and ability to retain and engage more customers through customized products and solutions.
Knowmax
SEPTEMBER 22, 2021
7 Omnichannel best practices for enterprises in 2021.
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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.
Gold Research
SEPTEMBER 22, 2021
The retail sector, spurred by the advent of online shopping, has transformed itself across a variety of industries. While marketers have more opportunities to expand and sell globally, shoppers have nearly unlimited options to choose from. This has created an intensified competitive landscape for sellers and makes it even more challenging to stand out in the market and attract and hold the customer's attention.
Forrester's Customer Insights
SEPTEMBER 22, 2021
You should give a DAM about the DAM market and your DAM needs. More than 60% of the users we surveyed already give a DAM. Because of this heat in the market, strong growth and most importantly customer need, we’re kicking off our next Digital Asset Management Wave evaluation in October. The volume of engagement […].
Zeisler Consulting
SEPTEMBER 22, 2021
Nothing is 100%. Things fail, products break, even very important services go dark from time to time. A Customer who expects and demands perfection is certain to be disappointed pretty often, and in fact is being somewhat unreasonable, if you ask me. With this understood and its obvious importance, then, why is Customer Support so often the place where CX takes the hardest hit?
Forrester's Customer Insights
SEPTEMBER 22, 2021
Forrester est l’un des cabinets d’études et de conseil les plus influents au monde. Nous vous accompagnons et aidons à mettre le client au cœur de votre leadership, de votre stratégie et de vos opérations. Créé il y a plus de 35 ans aux Etats-Unis à Boston, Forrester est présent dans de nombreux pays en […].
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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.
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