Mon.Oct 10, 2022

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Customer Survey Statistics: Everything You Need to Know

InMoment XI

All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. What is a good survey response rate? What are best practices for customer surveys?

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Contact Center Location Strategy in a Remote World

BlueOcean

How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.

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Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry

Comm100

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each

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What is CSAT Score and How to Boost it Using Chatbots

kommunicate

Last Updated on October 10, 2022 Tracking the overall performance of your business involves mapping out the terrain of customer experience. Whether it involves your product or customer support, customer experience and satisfaction are the pillars of sustainability in business. Today, companies use CSAT scores (customer satisfaction scores) to determine how satisfied their customers are [.].

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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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Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance

Doing CX Right

Allan Stein, Jr, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, reveals leadership strategies that elite athletes use to perform at world-class levels that you can do to level up customer service experiences. The post Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance appeared first on Doing CX Right.

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Reference customers and/or customers success stories for SAP Product and REACH Compliance

SAP Customer Experience

Introduction Brief introduction to SAP customer reference recognition Beneath the opportunity to act as official reference customer, there are further possibilities for appreciated customers to participate at the SAP customer reference recognition program and share written references as Business Transformation Study (BTS), Customer Reference Slide, Customer Quote, and Social Cards.

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Better Customer Experiences Begin with Better Information

CSM Magazine

Typically, taking your car to the shop isn’t a pleasurable experience. Even if you roll in for a simple oil change, there’s always something else that needs to be addressed. Often customers are skeptical about a shop’s recommendations and have a perception they’re being upsold on unnecessary repairs. You could attempt to change that perception with advertising, and push the message that your shop is the “most honest”, but is this really getting at the heart of

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How to Launch a Successful Outsourced Contact Center Implementation

BlueOcean

The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.

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In Times Of Economic Turbulence, CX Training Isn’t A Luxury, It Is A Necessity

The DiJulius Group

Much has been said about how business owners and leaders are feeling, post-pandemic. Many are short-staffed and frustrated regarding the customer service quality or lack thereof that their current employees are delivering. Now that we’re making the Great Adjustment it’s time to review what is working, and what is not, and discover why CX training. Read Full Article.

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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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The internal account review - an essential step in QBR preparation

Kapta Customer Success

How you prepare for Quarterly Business Reviews (QBRs) is critical to their success. These meetings are a huge opportunity to engage with key customer contacts, especially C-level ones you only see at these meetings. So, be ready to use QBRs to maximum benefit by making them valuable to all participants.

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From Volume to Value: Switching Customer Communication KPIs

Quadient

From Volume to Value: Switching Customer Communication KPIs. Marissa Feigen. Mon, 10/10/2022 - 14:40. When I talk to our CXM customers, one of the most prevalent issues they face is persuading their colleagues to invest in communications transformation. Every business head has more problems than they can usually handle at any given time, and “changing the documents” rarely hits the top of the to-do list.

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How to Get Reviews on Facebook & Manage Them: A Quick Guide

SurveySparrow

In our previous blog, we talked about how to manage reviews on Google. Here’s a follow-up post that explains how to get reviews on Facebook and also how to manage them. What is Social Reputation Management? Social media reputation management involves tracking, managing, and responding to the perceptions of your audience on social media. As a result, it helps you proactively shape the online image of your brand. .

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5 Reasons To Choose An AI Knowledge Base For Customer Experience

Knowmax

The post 5 Reasons To Choose An AI Knowledge Base For Customer Experience appeared first on Knowmax.

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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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Duped 6 Ways Cannabis Marketers Can Grow Customers with AI

Blueshift

This year marks the 10th anniversary of Colorado Amendment 64, legalizing cannabis for recreational use. Since then, multiple other states have legalized or decriminalized the use of recreational cannabis, opening the market to new consumers and the introduction of new weed-derived products. By 2025, the total annual market for cannabis in the US is expected to balloon to $45.8 billion, according to cannabis research company Headset.

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Oct 10 – Customer Success Jobs

SmartKarrot

Role: Senior Customer Success Manager Location: Remote, New York, United States Organization: Diagnostic Robotics As a Senior Customer Success Manager, you will be the primary point of contact for Diagnostic Robotics’ customers and lead effective day to day management of strategic accounts and relationships including onsite representation as required.

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5 Top Customer Service Articles of the Week 10-10-2022

ShepHyken

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. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. (EHL Insights) Today’s business world requires companies to put customers in the driving seat.

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11 Mistakes to Avoid When Creating Feedback Surveys

Zonka Feedback

Crafting effective customer feedback surveys is an art. To get feedback from your customers, you must think like them and make their feedback experiences smoother than they may be expecting.

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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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Rules of Business Transformation: From ‘Retention’ Mindset to ‘Expansion’ Mindset!

SmartKarrot

Business transformation is a growing concept that all business strategists are looking towards. In a study, McKinsey revealed that less than one-third of organizational transformations actually succeed in improving the company’s overall performance and growth. Only 16% of business executives feel that business transformation will give results. The business transformation aims to drive business growth, increase efficiency, create better opportunities, and create new value.

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5 Strategies to Take Your Inbound Marketing to the Next Level

CSM Magazine

If you want to attract more audience to your website, you should learn how various innovative inbound marketing methods can help your company succeed. Since 70% of people prefer learning about a business through content and not through ads, it makes sense to invest both your time and money into this marketing approach. Let’s take a look at some strategies that you should consider if you want to take your inbound marketing to the next level.

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Inside Uplight’s Women in Tech ERG

Uplight

Our Women in Tech Employee Resource Group (ERG) is a space where members support one another, validate the challenges unique to women working in tech, and brainstorm solutions. The group cultivates an inclusive and safe environment that supports and encourages women to advance their skills and leadership in the tech industry through connection, mentorship, collaboration, Read More.

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Prescription For The Future: Acute Home Care Is The Best Medicine For US Hospitals

Forrester's Customer Insights

Fueled by the pandemic’s necessity for virtual care, acute home care models are gaining momentum. Unlike preestablished care delivery models, acute home care incorporates value-based care at its core, allowing hospitals to optimize the management of clinical practices.

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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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ESMO 2022: Ten key takeaways on Europe’s top oncology event

Clarivate

Clarivate oncology experts share key takeaways from the 2022 ESMO Congress and their expected impact on the drug treatment landscape and patients. As part of the Drugs to Watch program, Clarivate experts use proprietary data sources, landscape and event monitoring and deep market knowledge to identify key drug developments expected to have a significant impact on patients and markets.

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How home services websites can bring you more customers

BirdEye

If you’re in the home services industry, you know that a positive reputation can lead to new business. When your business provides high-quality services, you’ll likely see positive reviews from your satisfied customers on your Google Business Profile and social media pages. But home services websites should also be a key focus as a source of positive reviews and a way to reach more leads.

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Workforce Trends to Watch For in the Years to Come with Stacy Sherman

Russel Lolacher

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. A few reasons she is awesome – She’s the Vice President of Marketing, Agent and Customer Experience at LiveOps, Inc, founder and host of the DoingCXRight podcast, a contributing writer and business Advisor on Forbes Communications Council, Diversity Advancement Com

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Trust is a prerequisite for total company alignment to customer success

Gainsight

For companies who are just getting started, or who are early in their customer success journey, a common challenge is alignment. Specifically, alignment becomes challenging in multiple ways, such as: . Rallying everyone in an organization around what the value of customer success will be for the organization. . Creating the understanding that customer success is not just the function of a single department. .

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the