Wed.Nov 30, 2022

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Don’t Forget What Got You to the Dance?

ShepHyken

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.

Reference 120
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Amplify Customer Experience in Retail with Conversational AI

Lumoa

The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 83
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What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference

Daniel Group

What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) how does better CX improve business outcomes and 2.) how to use CX metrics most effectively. First, we want to share some of what we learned to improve CX. Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program.

2022 98
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Improve Agent & Customer Experiences with AI-Powered Routing

Upstream Works

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

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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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Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

Playvox

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. While this approach may require entirely new thinking for some contact centers, its potential benefits are significant— and worth the shift.

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Meet Zoom Virtual Agent, the next Evolution of Solvvy

Solvvy

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. And conversely, what led Solvvy to join forces with Zoom? I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness.

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Want To Win Over Gen Z? Invest In Becoming a High Fidelity Brand  

Strativity

This article was written by John Wise, VP of Cultural Insights. As far back as 1999, marketers predicted that brands would need to embrace social responsibility to win new customers. That prediction has certainly been borne out, with seventy-five percent of Gen Z viewing sustainability as more important than brand names. This young demographic is raising the bar for what it means to be a High Fidelity Brand.

Brands 52
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Future of Payments Survey Finds Increasing Consumer Trust Towards Digital Payment Methods

CSM Magazine

PCI Pal partners with Worldpay from FIS and Savanta to explore behaviours, attitudes, and experiences of consumers towards today’s most popular payments methods. A survey of more than 2,200 people across the United Kingdom and United States has found that Digital Wallet payments, such as Apple Pay, Google Pay or PayPal, is increasing in popularity in both the UK and US, with at least 7 in 10 using the method regularly to pay for online purchases.

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Introdução à Jornada de Adoção do SAP Sales Cloud

SAP Customer Experience

Você utiliza tudo que o SAP Sales Cloud tem para oferecer? É possível que você esteja vendo somente a ponta do iceberg. A adoção do CRM dificilmente será completa no go-live do projeto. Muitos projetos também iniciam com um escopo pequeno e algumas funcionalidades requerem um nível de maturidade avançado.

Sales 79
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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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What’s in a High Fidelity Relationship? 3 Key Ingredients For Strong Consumer Relationships 

Strativity

We all know and feel the power of relationships. But why are they so valuable to us? And what makes them so important? Explore this universal pull with three dynamic takeaways integral to passionate and durable relationships from Monica Belmaña, Director of Behavioral Science. Our lives are built around relationships: we are constantly building, cultivating, and dissolving connections.?

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What is Contact Center AI?

Advantage Communications

Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support. This can be used to create a self-service system where customers can find answers to their questions without needing to speak to a customer service representative, dramatically improving the customer experience and improving efficiencies for customer support teams.

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The three topics that shaped the CX world in 2022

MyCustomer

Engagement 3 topics that shaped the CX world in 2022.

2022 111
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Special Edition: Proven (and fast) cost reduction and growth strategies

West Monroe

Subscribe. Spotify. Apple Podcasts. Google Podcasts. iHeart. Stitcher. Pandora. Group Copy. Created with Sketch. Created with Lunacy. Twitter icon. Created with Lunacy. printer copy. Created with Sketch. Special Edition: Proven (and fast) cost reduction and growth strategies. Listen to "Proven (and Fast) Cost Reduction and Growth Strategies" on Spreaker.

2022 52
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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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Why it's time for brands to put loyalty on pause

MyCustomer

Loyalty Why it's time for brands to put loyalty on pause.

Loyalty 91
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How to Increase Google Reviews – Top 8 Tips

Zonka Feedback

What’s the first thing you do when you’re looking to book a service, buy a product, visit a restaurant, or book a hotel? Usually, we would go online, look up the brand, and check its Google reviews. Based on the reviews and experiences of other customers, we tend to move ahead with the transaction.

Hotels 52
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Does My RO&I Or Sales Engagement Platform Need To Be Native To Salesforce?

Forrester's Customer Insights

Have you considered buying a revenue operations and intelligence (RO&I) or sales engagement platform? If so, you’ve likely seen vendors touting the benefits of their native Salesforce capabilities. That’s a good thing, right? Most clients I’ve spoken with believe a native application is a positive feature. Vendors know this and look for any opportunity to […].

Sales 26
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What Is Content Marketing in SaaS?

DemandJump

Absolutely essential. With a content-driven SaaS marketing strategy, you can start building relationships with more highly-qualified leads than with paid advertising alone. How? By creating contact points that your audience searches out on their own, rather than bombarding them with ads that may drive them away instead.

Marketing 105
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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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9 Challenges of Product Development in a Downturn

Centercode

Your next product launch may be keeping you up at night. With fewer resources, budget cuts, and lack of personnel, it’s going to be much more challenging to release quality products and avoid costly delays.

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What Does SaaS Mean in Marketing?

DemandJump

SaaS is an acronym that stands for Software as a Service. As it applies to marketing, SaaS is just a term to describe the kind of product or service that's being marketed—in this case, a software solution. We can further break this down into two categories: business to consumer (B2C) and business to business (B2B) SaaS marketing.

Marketing 105
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B2B Paid Search: How to Advertise in Times of Economic Uncertainty

Merkle

Lately, clients and co-workers are asking me how B2B tech advertisers are managing their digital marketing budgets when inflation is high and there is economic uncertainty. Many of them are in the process of planning their marketing campaigns for next year and want to hear what others are doing to adapt to the economic changes.

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What Is a B2B Content Marketing Agency?

DemandJump

Creating and implementing a content marketing strategy can take up a lot of time, especially for businesses without a designated SaaS marketing team. However, it’s necessary to have a stellar strategy so that potential customers can find you. By hiring a SaaS content marketing agency , you can have the best of both worlds: amazing content to share with your target audience and more time to focus on your business.

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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 craft a social media content strategy

BirdEye

Content is the most powerful tool that you can use to grow your brand on social media. It can mean the difference between a few followers and an undeniable presence on Facebook, Twitter, and every other major social platform. But posting content now and then just isn’t enough. You need a solid social media content strategy to create powerful content that will resonate with your followers.

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What Is B2B SaaS Marketing?

DemandJump

Love it or hate it, marketing is an essential component of success for companies of virtually any size and across countless industries. To put it bluntly, whether we’re talking about an organization of 5 employees or 5,000, how a company approaches its marketing strategies can make or break their business.

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2022 Product Release Notes | Part One

Upwave

What’s New: Efficiently Detect Tagging Issues and Decrease Inaccuracies | Automated Discrepancy Reports and Alerts Det ecting and troubleshooting tagging issues as early as possible is essential to accurate measurement. Enter Upwave’s automated, always-on discrepancy reporting! Upwave’s discrepancy reports update automatically in our platform as quickly as your ad server reports are received, giving you a rapid feedback loop and reducing time-to-resolution.

2022 26
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What Is an Example of B2B SaaS?

DemandJump

As businesses start to put a focus on digital technology, there has been a growth in demand for business-to-business (B2B) Software as a Service (SaaS) solutions. According to Fortune Business Insights , by 2028 the market is predicted to reach $716.52 billion. With this growth, more SaaS solutions are being developed to address the problems faced by many businesses.

B2B 98
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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.