Thu.Aug 04, 2022

There’s no Customer Experience without listening to employees


In times of economic upheaval, Voice of Employee (VoE) is critical to gather insight to deliver strong customer, product and employee experiences. EX Series

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Creating a framework for digital transformation


Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Published on: August 05, 2022.

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Trending Sources

Verint Research Reveals What Really Matters to Consumers in their Physical and Digital Shopping Experiences

CSM Magazine

Over the past two years, retailers have invested a significant amount of time and money to create exceptional digital experiences as consumers embraced a new way of interacting with their favorite brands.

2022 56

Instagram Proves Product Experience Is Customer Experience


All innovation requires some amount of risk. Whether you’re releasing your product for the first time or adding new features to an established favorite, introducing something new leaves room for major misunderstandings.

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Customer Satisfaction Score (CSAT): everything you need to know

Hello Customer

Measuring customer satisfaction is a critical aspect of long-term business success. You need to be providing your clients with a top-notch experience since 33% of customers would consider changing the company they are doing business with due to unsatisfactory customer service.

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More Trending

Everything CX Leaders Need to Know About CSAT


Customer service leaders have a lot of data to track and interpret, and a good customer satisfaction score is one of the important metrics to keep an eye on. But these satisfaction metrics aren’t just for evaluating the efficacy of support agents.

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5 Reasons Why Your Branding Isn’t Working

CSM Magazine

Are you having a hard time getting your branding to work ? You’re not alone. Many businesses struggle with this, but there are ways to fix it. In this article, we will discuss some of the reasons why your branding may not be working and how to correct it. Keep reading to learn more!

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How to get more customers to join your loyalty program


Learn how to increase your conversion rate and get more customers joining your loyalty program

E-Commerce Payments: 5 Ways to Reduce Costs

CSM Magazine

Rob Crutchington at payment service provider Encoded discusses how choosing the right gateway services solution can help increase e-commerce transactions, reduce costs and improve customer experience (CX).

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

How to choose more suitably the personalized product recommendation feature between Intelligent Selling Services for SAP Commerce Cloud and SAP Emarsys Customer Engagement Web Recommender?

SAP Customer Experience

Personalized product recommendations driven by AI not only enhance customer experience but also reduce total cost of ownership & increase revenue for enterprises.

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Cloud gaming has a bold future

Maru Group

By Maru Entertainment & Technology | August 4, 2022.

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Why Measuring Emotional Experience Is a Must-do?


“Sell the sizzle, not the steak.” As the old saying goes, the best way to promote a product is by showing customers how they. Insight customer experience customer feedback customer success customerisking emotional experience emotional value index EVI feedback feedbackly

2022 73

How To Build A Stronger Tagging Taxonomy To Analyze Customer Feedback


Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights.

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5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Last-Minute Engagement Promotions for the Holidays


If you’re looking to fill any gaps in your Q4 planning, there is still time to launch a chance-to-win promotion for the holidays that will help you do the following

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Our Top 3 Takeaways From the 2022 Gartner® Market Guide for Customer Success Management Platforms


In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. .

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AI Is Just Opinions Written In Code

Beyond Philosophy

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word.

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Innovation is the heartbeat of customer experience 

Brad Cleveland

The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do you innovate?

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

2022 AIOps NowTech Data Overview sheds light on current capabilities

Forrester Digital Transformation

The 2022 AIOps NowTech generated a wealth of data that has been captured in the AIOps Data Overview, Q2 2022 report about AIOps software vendor capabilities. Three items from the overview report; digital experience, OpenTelemetry, and audit trails are highlighted in this blog.

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Podcast Episode 5: Salt, Fat, Acid, UXR?! (w/ Samin Nosrat)

dscout People Nerds

Samin Nosrat, known for her Netflix show and cookbook, shares how her love of food reflects on user experience

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Product Management Trends That Are Here to Stay

Zonka Feedback

While many trends come and go quickly, some stick around longer than others. In product development, marketing, sales, and management, contemporary trends are influenced by a myriad of factors.

2022 74

Top Opportunities for Data Labeling in 2022


With artificial intelligence (AI) and machine learning (ML) technology gradually seeping into our daily lives, data and its appropriate use can cause a substantial impact on a company’s bottom line.

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How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

How and Why You Should Be Monitoring Your Competition



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The Top 10 Most Popular Emojis and How to Use Them

Brandwatch CX

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How to Combine SEO and PPC Marketing Efforts

CSM Magazine

So, you’ve decided to perform an SEO and PPC campaign simultaneously? On the surface, the benefits of doing both campaigns at once outweigh doing them separately. However, there are some downsides that could affect the outcome of your marketing campaigns.

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New social media features this month

Brandwatch CX

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.