Mon.Jan 23, 2023

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5 Customer Experience Predictions for 2023  


2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

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This IS Personal!

Innovative CX

How customer service can help build relationships one customer at a time. Before the end of the year, I was looking through my library of past business books and came across an “oldie but goodie”, The One to One Future Building Relationships One Customer at a Time by Peppers and Rogers. Originally published in 1993, according to Amazon’s website, “The One to One Future revolutionized marketing when it was first published.

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New Research Shows Organisations Are Failing to Grasp Customer Interaction Needs

CSM Magazine

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Despite a rise in the use of digital technology, the study showed that seven out of ten UK firms don’t look for alternative ways to communicate with their customers if they fail to hear back from them.

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SAP Sales and Service Cloud – 2302 Release Briefing Webcast

SAP Customer Experience

Dear Community, The 2302 release (February 2023) for SAP Sales and Service Cloud is approaching. We will be adding the release webcast-related information and assets here in our community. This will allow you to access the on-demand recording after the live event, short demos if available, slide deck, and also.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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2023 is the Year of Compliance. Is Your Contact Center Ready?


Credit card security? It’s a big deal. Especially for any contact center that accepts payments over the phone. In order to protect sensitive customer data and maintain trust, these organizations must comply with the Payment Card Industry Data Security Standard (PCI-DSS), which includes strict standards for storing and handling credit card data. Here’s the problem: The risks associated with accepting credit card payments are numerous and can be devastating for businesses that fail to properly pr

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Empowered Customers Seek Three Types Of Brand Experiences

Forrester's Customer Insights

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

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5 Tips For Choosing the Right Survey Rating Scale

InMoment XI

You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose? I’m Kiri Burgess, a Senior CX Consultant at InMoment APAC.

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Design For Empathy To Build Deeper Connections With Your Customers

Forrester's Customer Insights

Empathizing with the people you design for is almost always the first step in design frameworks, because it helps you put aside your assumptions and gain insights into what people do, think, and feel. This is why many brands follow those frameworks and start their design process by conducting research and synthesizing key learnings about customers. This is a great start, but those learnings are often forgotten about in the later stages of the design process and don’t get to the final product.

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5 Top Customer Service Articles of the Week 1-23-2023


Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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2022 Consumer Trust of Online Retailers


The post 2022 Consumer Trust of Online Retailers appeared first on Optimove.

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Five Actionable Steps To Elevate Your Sales Skills For The New Year

Integrity Solutions

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. With a new year already upon us, questions still remain about the economy and other external factors, but regardless of those outside variables, there are a number of steps sales teams can take to build up sales skills that will lead to a strong foundation for success in the months ahead.

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What are Virtual Power Plants?: The ultimate win-win-win


Virtual power plants, also known as VPPs, are becoming an increasingly popular solution for enabling demand flexibility as electric grids in the United States and globally become more dynamic with the uptake of clean energy. These innovative systems utilize aggregation software to coordinate the output of multiple distributed energy resources (DERs) such as smart thermostats, Read More The post What are Virtual Power Plants?

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Microsoft Forms vs Google Forms | A Detailed Comparison


Microsoft and Google. If you have a laptop or a system, chances are that you’re using both. These 2 behemoths have revolutionized the way we see and use technology. They both offer an excellent suite of business products, with one of them being a form builder. Both Microsoft and Google Forms are excellent form or survey builders in their own rights.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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How Customer Advisory Boards Help Grow and Retain Key Accounts | Kapta

Kapta Customer Success

I really enjoyed hosting a webinar with Betsy Westhafer of the Congruity Group, discussing the power of Customer Advisory Boards (CABs). She is an absolute pro on this topic.

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Customer satisfaction: what is it and why is it important?

Hello Customer

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Top 7 Reporting Tools Every SaaS Business Should Use

Zonka Feedback

For many of us, the term "reporting" conjures images of mind-numbing meetings and stacks of complicated spreadsheets. But when used correctly, reporting tools can help your team work smarter and more efficiently. If you're a business owner or a CTO working in the SaaS space — there are plenty of benefits to choosing the right software to track your data and manage your project's performance.