Tue.Aug 30, 2022

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CX 101: Everything You Need to Know About the Customer Satisfaction Survey

InMoment XI

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end. One way to do this is through customer satisfaction surveys.

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Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance

CSM Magazine

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues.

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Four ways technology is changing consumer behavior

Alida

To ride the technology wave, companies must keep their ear to the ground and match innovation to their customers’ needs.

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4 Smart Reasons To Offer Remote Work In Your Contact Center

Playvox

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year.

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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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Amazing Business Radio: Frank Cespedes

ShepHyken

Selling with Service. Where Sales and Customer Service Meet. Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.

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Mobile SEO: What you need to know to optimize your website

BirdEye

Search Engine Optimization (SEO) is one of the most important aspects of digital marketing. Without it, businesses will struggle to gain visibility on search engines when customers search for their products and services. But, there’s another important part of the SEO equation to remember: most customers use their mobile devices to browse the internet.

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The final rant: Making customer experience a c-suite priority

MyCustomer

Download this Ebook. Lead goal. 0. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

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New Learning Program available: Manage your SAP Commerce Cloud by using Dynatrace

SAP Customer Experience

We are happy to announce that a new LP in ready for you, customer! Yes, we know that Commerce cloud ecosystem is very complete and looking for clarify each area, we already have created content that provides you all you need to know about Dynatrace. Dynatrace enables monitoring of your.

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How Digital Qualitative Research Improves Your CX and UX

2020 Research

Improve Your Customer & User Experience with Digital Qualitative Research . The incentives are rich and the stakes high for today’s brands to implement solutions that improve the customer experience (CX) and user experience (UX). Leading enterprises know having a highly rated CX and UX leads to more loyal customers who can serve as brand ambassadors — the ultimate prize for any company.

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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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Black Friday and Your Mobile App: How to Build Momentum, Increase Sales and Outrun Your Competition

Optimove

It might seem like a long way off, but Black Friday 2022 is nearly upon us – if you’re a mobile marketer. With just a few weeks left until billions of eager consumers take to their smartphones and mobile devices to grab a bargain, smart marketers everywhere are already planning out what will likely be their biggest, most profitable campaigns of the year.

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How E-Signatures Improve Customer Experience

CSM Magazine

You’ve probably heard about electronic signatures and are wondering if and how they can help your company’s bottom line. Electronic signatures are widely used in signing business transactions, including disclosures, contracts, invoices, and more. Professionals, like doctors and lawyers, also use e-signatures when doing paperwork with their clients. Electronic signatures or e-signatures are becoming popular nowadays.

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Don’t Let #Chatbotfails Take You Down

Cyara

4 Ways To Make Sure Your Chatbots Reach Their Full Potential. Businesses of all kinds are increasingly realizing the value chatbots can bring to their sales and support efforts. In a recent trends report released by Intercom, companies that implemented chatbots reported a 67% boost in sales, a threefold increase in support response times, and a 24% bump in customer support satisfaction (CSAT) scores.

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How often is too often? Avoiding customer feedback survey fatigue.

customer sure

One question we are sometimes asked is; how often should we ask customers for feedback? Some expect there to be a golden rule or some formula to use which will give you the answer. Unfortunately there isn’t. And it isn’t as simple as one size fits all, either. One of our golden principles is to ask for feedback when customers are most likely to want to give it.

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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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Customer Service Tools: 6 Chat Software to Improve Support

Helpware

Exceptional customer service is key to curating an industry-leading reputation. Positive public perception is key to fostering an expansive, loyal customer base. An expansive, loyal customer base is key to a healthy bottom line. So, how do we achieve exceptional customer service? Short answer: communication! When companies provide easy-to-access communication channels—with well-equipped agents on the other side—customers are far more likely to remain loyal to the business.

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Presenting Learning Journey Live Session: SAP Customer Experience Solutions - Integration & Extensibility

SAP Customer Experience

Hello SAP Community! Fernando from the CRM & CX Product Learning CoE Team writing this post! I’m glad to present you in this blog post the Learning Journey Live Session: SAP Customer Experience Solutions – Integration and Extensibility. Background Context Learning Journeys as visual guides designed to help us completing.

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How To Create and Automate Marketing Feedback Loops?

Zonka Feedback

If you're here, I'd assume that you already have an ongoing marketing strategy in place, which is not giving you the desired results. And it's not just you; thousands of companies out there are trying to capture the market and win customer loyalty.

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Research Helps Phone Company with Iterative UX Redesign

2020 Research

Schlesinger Group worked with a phone company to perform digital qualitative research to generate insights for use in an iterative website user experience (UX) redesign. The phone company had thousands of web properties as part of its e-commerce store. Customers expressed difficulties when signing up for new cell plans or purchasing smartphones from their website.

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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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The Ultimate Headache-Free Contact Center RFP Template

BlueOcean

“I love building RFPs!” Said no one ever. We get it. When you’re evaluating new outsourcers for your contact center, you know that a boilerplate RFP isn’t going to cut it. But writing a new RFP is a headache. That’s why, at Blue Ocean, we’ve never been shy about sharing what we believe are the best contact center RFP questions. In fact, we’ve even offered a downloadable template in the past.

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Service Revenue as a Percent of Total Sales (2022)

Middlesex Consulting

As a consultant, I talk with a lot of people. At some point, the conversations go like this: Prospect: How large can I grow my service business? Me: First, let’s get the question straight. You are asking me how large can I make service revenue as a percent of total sales. Right? Prospect: Right. Me: […]. The post Service Revenue as a Percent of Total Sales (2022) appeared first on Middlesex Consulting.

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Aug 30 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Chicago, IL, US (Hybrid) Organization: Grubhub As a Director of Customer Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention, satisfaction, and client up-sells for the Grubhub’s corporate accounts team. Exceed financial targets for existing clients, new clients, and up-sell / expansion opportunities.

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5 Takeaways from this Year’s Pulse Conference

Gainsight

Just before Pulse, I shared my (slightly biased) opinion on why Pulse is the Best SaaS Event of the Year. And our time together at the Moscone Center proved that again ten times over. We laughed together. We suffered through far too many of my dad jokes and Taylor Swift references. We celebrated all the incredible milestones and achievements across our industry, even in challenging economic times.

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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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The Customer Experience Gap: How to Close it?

SmartKarrot

When was the last time you had a wow customer experience? A Customer Experience describes customer interactions with a brand throughout the buyer journey. The Customer Experience includes all aspects, from advertising, and customer support, to buying and using a product or service. A recent study found that 49% of customers were not happy with their customer experiences resulting in something called a Customer Experience Gap.

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The Benefits of Monitoring Your Reputation in Healthcare

ReviewTrackers

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Counting Down To Forrester’s Technology & Innovation APAC For 2022

Forrester's Customer Insights

Tech Execs: It Is Time To Take The Lead, Break Boundaries & Build The Future In today’s turbulent social and economic times, more is expected of business executives than ever before. But according to our research, most organizations have yet to unlock the full potential of technology. In fact, only 20% of organizations are currently […].

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Tried and Tested Ways Brands Can Improve Sustainability Initiatives

Brandwatch CX

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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.