Wed.Dec 06, 2023

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QUI QUOTES Reminders about Leadership and Employee Engagement.

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.

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Win the Customer, Not the Argument

ShepHyken

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

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How Generative AI Stands to Supercharge Customer Service and Support in 2024

CSM Magazine

Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Almost every organization is evaluating generative AI (GenAI) solutions and trying to figure out how to leverage the technology to drive business value today, rather than waiting for the future.

2024 59
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Unlocking Success: A Comprehensive Guide to Customer Health Score

SurveySensum

Ever found yourself wondering w hy some businesses flourish while others struggle to keep up? Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. It’s like a fitness tracker for your customer relationships, telling you when things are blooming or need a little extra care.

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: 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? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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Why Investing in Customer Success Training Is a Smart Decision

CSM Magazine

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. However, delivering excellent customer service requires more than just hiring people and having the necessary tools.

More Trending

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Retailers: It’s Not Too Late To Improve Your UX This Holiday Season

Forrester's Customer Insights

Follow our advice to find and fix problems and create better experiences for your customers this holiday season.

Retail 30
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The Complete 2023 Nasuni Customer Holiday Gift Guide

Nasuni

Ada Anderson dives into the 2023 Nasuni Customer Holiday Gift Guide, highlighting incredible customers that provide inspiration from all facets of the retail market and sell the perfect gifts for just about anyone in your life.

2023 64
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Change on the horizon: The evolving IP legal profession

Clarivate

By the year 2030, it is likely the legal space will look and operate differently to today, resulting in reshaping the way IP professionals at law firms and in-house councils work. What could this mean for the future of the IP legal profession? Today’s global workforce is experiencing significant, swift and continuous shifts. Customer needs are evolving.

2030 59
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Want to scale up residential Virtual Power Plants (VPPs)? Combine these ingredients (and focus on policy)

Uplight

The opportunity for virtual power plants (VPPs) markets is huge. DOE predicts, for example, that VPPs could serve 20% of peak load and save $10B in annual grid costs by 2030 by displacing traditional (peaker) generation. Moreover, as numerous market observers have pointed out (see here, here, and here), VPPs will be an essential part Read More The post Want to scale up residential Virtual Power Plants (VPPs)?

2030 52
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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Transform Your Business: Mastering Product-Led Customer Success

SmartKarrot

In a recent Kaffeine & Karrots conversation, I had the pleasure of discussing the intricacies of Product-Led Customer Success (CS) with Jolyn Isabelo, Head of Onboarding & Scaled Success APAC at MongoDB. As organizations increasingly recognize the pivotal role of customer outcomes, mastering Product-Led CS has become a fundamental strategy for leveraging usage insights, triggers, and product-centric onboarding to drive success.

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AI and the Gravity of Mediocrity

Help Scout

Generative AI can easily handle basic questions like “What does Customers Helped mean in my email report?”— but even then it often feels like something is … missing. Here's how to benefit from AI tools without lowering your quality bar.

Article 45
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Past the Trough of the Gen AI Hype cycle

Optimove

On August 16, 2023, Gartner announced that it had placed “Generative AI on the Peak of Inflated Expectations on the 2023 Hype Cycle for Emerging Technologies.” Gartner notes that the Hype Cycle for Emerging Technologies is unique among Gartner Hype Cycles because it distills key insights from more than 2,000 technologies and applied frameworks that Gartner profiles each year into a succinct set of “must-know” emerging technologies.

2023 52
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Unlocking success in 2024 with a robust Customer Experience Programme

customer sure

In today’s complex and competitive business landscape, success is not just determined by the quality of products or services offered. Customer experience has increasingly become a key differentiator that can make or break a business. Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focus

2024 62
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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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The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, Shows A New Generation Of Options

Forrester's Customer Insights

We recently completed The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, covering what is also known as enterprise performance management (EPM), financial planning and analytics (FP&A), or extended planning and analytics (xP&A). This is the first time that we’ve updated this Wave since 2016, and a lot has changed!

2023 30
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Commbox Launches Era AI to Enable Customer Service to Be Intelligently Automated and CX Costs to Be Cut by 40%

CSM Magazine

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models.

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Announcing The Forrester Wave™: Edge Development Platforms, Q4 2023

Forrester's Customer Insights

A new internet is rising. As customers seek faster, more dynamic digital experiences, businesses must build applications capable of serving those customers with lower latency, and with personalized and geographically relevant content.

2023 30
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Discovering new insights from early-career scholarship through the addition of >172M linked cited references from ProQuest dissertations and theses on the Web of Science

Clarivate

Students and researchers can easily locate new sources of research on diverse topics with the enriched ProQuest Dissertations & Theses Citation Index, as well as easily showcase their work and monitor impact over time. An academic career can be rewarding, but also marked by high stress [1]. Today’s researchers are challenged to balance multiple priorities and deadlines – from securing adequate funding for their work, to meeting the demands of a full teaching workload — all while publishing r

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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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European MDR Providers Differentiate With Superior Investigation And Response Skills

Forrester's Customer Insights

The Forrester Wave™: Managed Detection And Response Services In Europe, Q4 2023, went live earlier this week and is our first evaluation of the managed detection and response (MDR) space focused on the European market. In Europe, data sovereignty demands drive distinct European service requirements to which MDR service providers have had to respond.

2023 28