Fri.Jun 24, 2022

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Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

Education Services Group

The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose. My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set up canopies at what appears to be the bungee jump site. We get about 200 feet onto the bridge before Jenny lets go of my hand—apparently, I’m too clammy, but more importantly…why isn’t she?

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US Consumers Rate eGain Clients at the Very Top in CX, Yet Again!

eGain Blogs

When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022 just came out. Just like in previous years, eGain clients came out on top! These are not subjective awards—they are based on quantitative data gathered from tens of thousands of consumers on the customer service experiences of leading brands.

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Communication Service Providers: 4 ways to increase customer loyalty and retention with an IVA

Interactions

Gartner’s Top Technology Trends for CSPs in 2022 highlights how Communication Service Providers’ (CSPs) customers are increasingly pushing for consistency and quality of experiences across the customer journey and life cycle, regardless of what channels or services they use. With consumers demanding better customer experience, it’s no surprise that CSPs are investing in customer experience strategies to increase retention, growth and loyalty. .

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6 Ways to Spice up Your Customer Journey Map

CSM Magazine

How to add meaning to your CJM by using visual materials, colors, and even emojis. Who wouldn’t want to get into other people’s minds once in a while? Especially if those other people are customers and you are a seller or service provider. Since it’s not OK to grab your customer by the sleeve and demand them to tell all, we are lucky to have a methodology called customer journey mapping.

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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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Accelerating Conversational AI for Digital Customer Service

SaleMove

The Finn AI acquisition combines chatbot verticalization with Glia’s ability to scale, accelerating conversational AI for digital banking and beyond. The post Accelerating Conversational AI for Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

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Rules that Online Casino Platforms Use to Provide Quality Customer Service

CSM Magazine

When you’re playing for real money online, you can’t afford to have subpar customer service. Casino customer service is often called upon by new players who have questions about bonus conditions or technical difficulties with online gambling software, such as withdrawal requests that do not go through. Consumer service may aid the customers of no verification withdrawal casinos in any of the situations, as long as they have strong customer service.

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An Uber for Engineering?

SAP Customer Experience

No, this blog is not about transportation for developers. I want to raise the question on how we can establish a direct connection between the end-user and the SAP engineering team. A connection that is as direct, as the Uber app connects drivers with passengers. How can a user –.

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What Is Organizational Culture and Why Is It Important?

CSM Magazine

According to a study , corporate culture influences many aspects of a company’s executives. It is essential for all business organizations. Your company may have different types of organizational culture. If you have been looking for information about organizational culture, you have come to the right place. This post will give you an insight into what corporate culture is all about.

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10 Best Income Survey Questions to Use When Asking About Finances (+ Example)

SurveySparrow

How do you get details about a person’s finances from a survey form? By using carefully crafted income survey questions. To help you out, we have created a list of income survey questions below. These questions are designed to measure four different income components – wages, supplemental income, transfers, and assets. Check out this income questionnaire example by SurveySparrow.

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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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Three Ideas To Make Your Messaging A Hit With Buyers

Forrester's Customer Insights

Enticing plot, captivating characters, and spellbinding world-building are all examples of what may come to mind when thinking about what we love most in a good television show. These elements are carefully crafted by screenwriters in the writer’s room, who meet and brainstorm how to deliver the most engaging experience. B2B marketers could learn a thing or two from these writers, especially when it comes to building and enabling effective messaging.

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Q&A recap | 2022 SaaS retention benchmarks

ChurnZero

2022 continues to be a grave reminder that change is constant. With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses? How do you stack up against your peers? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey.

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Setting the Analytics Stage for Tomorrow’s B2B Buyers

Merkle

Merkle’s recently published whitepaper, Setting the Analytics Stage for Tomorrow’s Consumer , laid out the six key analytics pillars needed to serve shoppers of the future. How does that approach need to change when your organization’s consumer is a B2B buyer? Which tenets hold true, and which ones need adjusting?

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3 Takeaways from Surveying SaaS Investors About the Downturn

Gainsight

Anyone who knows me knows that I’m an annoyingly-positive optimist. But like every CEO, I’m also constantly paranoid. So two narratives are constantly battling away in my brain right now: “The market opportunity for SaaS has never been better.”. “The stock market is down by how much?”. After reading the 732nd memo from a VC firm with their thoughts on the downturn, I decided I needed to get the real scoop.

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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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Register an Inbenta Chatbot to Botium

Cyara

This article was originally published on Botium’s blog on August 30, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Our comprehensive test suite has been expanded with another connector so that you can take advantage of the benefits offered by Botium even if you are developing your chatbot with Inbenta. The following short blog post shows you how to connect your Inbenta chatbot to Botium in 2 easy steps!

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Customer Success in SaaS: A Complete Guide & Best Practices

Totango

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Knowing how to capitalize on these opportunities can give you an advantage over competitors. Read on to learn the keys to effective customer success for SaaS clients.

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4 DOs and 3 DON’Ts for Training a Chatbot NLP Model

Cyara

This article was originally published on Botium’s blog on March 8, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. A quick summary of 7 important DOs and DON’Ts when training an NLP model for a chatbot. They are best applied before starting a project, but can also help to build a mindset for quality training data in all chatbot project phases.

2021 67
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Q&A recap | 2022 SaaS retention benchmarks

ChurnZero

2022 continues to be a grave reminder that change is constant. With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses? How do you stack up against your peers? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey.

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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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Testing SMS Chatbots with Botium

Cyara

This article was originally published on Botium’s blog on March 24, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Botium offers two methods to test an SMS chatbot. It can act as a user sending SMS messages or can interact with the API behind the chatbot. Sending SMS messages looks like an optimal choice because it covers all the stack, but it has a major drawback, the increased costs.

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Queer Community Takes Many Forms

Gainsight

This blog is part of Gainsight’s celebration of Pride month and all the LGBT+ members of our community. While working at Disney World, I found community with other queer 18–23-year olds discovering their identities for the first time. While a graduate student, “queer” was a verb and a critical lens, a way of looking at the world that challenged norms and imagined new possibilities.

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Security Threats and Security Testing for Chatbots

Cyara

This article is pointing out security threats and attack vectors of typical chatbot architectures — based on OWASP Top 10 and adversarial attacks. It was originally published on Botium’s blog on September 30, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. The well-known OWASP Top 10 is a list of top security threats for a web application.

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Connections 2022: What’s Next for Your Salesforce Stack?

Merkle

Salesforce Connections 2022 – the first in-person CNX in three years – was one for the books. From listening to visionary speakers to learning about what’s next for digital experience and commerce from Trailblazers, we hope you walked away with inspiration to take to your team. With more than 50 of our own Salesforce experts in attendance at the event, we saw three major themes we want to share. .

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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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How to Create and Build Your Perfect Chatbot

Cyara

This article was originally published on Botium’s blog on April 6, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. The first thing we need to know: There is no such thing as the perfect chatbot! Even in the creation of a chatbot, there is no best practice guide. Every chatbot behaves differently, depending on the purpose, topic coverage, and the target group.

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15 Top User Onboarding Tools to Improve your SaaS Activation in 2022

InnerTrends

Find out which are the onboarding tools that can help you optimize your onboarding process to its full potential.

2022 52
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How to set up the fundamentals of your Chatbot Testing in 2 minutes

Cyara

This article was originally published on Botium’s blog on October 11, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

2021 67
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5-point Checklist To Select The Right Troubleshooting Tree Software

Knowmax

The post 5-point Checklist To Select The Right Troubleshooting Tree Software appeared first on Knowmax.

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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.