Tue.Aug 09, 2022

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Top Customer Survey Questions for Valuable Feedback

InMoment XI

How do you respond when someone asks, “Are you doing okay today?” What if someone asked, “How do you feel today?” Most likely, you would answer these two questions slightly differently. One question asks you just generally how you feel while the other implies that you might not be doing well in the first place, so you might answer differently. There was bias in the wording of one question while the other stayed more open-ended.

Feedback 493
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Taking Your CX Program from Reactive Realities to Proactive Paths

Experience Investigators by 360Connext

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like: Think Win-Win — Collaborate more effectively by building high-trust relationships. Seek First to Understand, Then to Be Understood — Influence others by developing a deep understanding of their needs and perspectives.

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B2B Customer Segmentation: Six Best Practices

Totango

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics.

B2B 100
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Amazing Business Radio: Sam Cummings

ShepHyken

Customer Support Vs Customer Success. Building Customer Relationships After the Deal is Closed. Shep Hyken interviews Sam Cummings, award-winning Customer Success Manager, Data Scientist, and co-founder of Data Plant. He shares how companies can empower their teams to provide value, create great experiences, and build customer relationships. Top Takeaways: What is the difference between customer support and customer success?

Travel 62
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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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Managing customer experience means managing for change

MyCustomer

We’re midway through yet another topsy-turvy year. Or two. Or… actually… at this point it doesn’t matter how long it’s been. Because while. 18th Aug 2022 Managing CX means managing for change. By Michael Hinshaw Founder and President.

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SAP Customer Data Platform (CDP) - Build your CX Journey

SAP Customer Experience

Customer data platforms (CDPs) develop customer profiles by combining information from various first-, second-, and third-party sources. Provides a 360-degree view of the customer, supporting omnichannel customer service and marketing efforts, informing product development, and enabling personalized customer experiences.

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Don’t Push it, Cultivating App Users’ Trust is a Delicate Task

Optimove

Over the past 12 months, both Google and Apple have introduced powerful new mobile features aimed at putting control back in the hands of their users. The most recent changes from Apple are laser-focused on upgrades to their Lock Screen where the hallowed push notifications are displayed. And never one to be left behind (especially when it comes to Apple!

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What is WFM (and How Does It Apply to Our Daily Lives)? 

Playvox

There are so many articles that ask and address “What is WFM? ” Many people can explain it, but it is usually in some Workforce Management (WFM) lingo which non-WFM people have a difficult time understanding. While there may be some confusion about WFM, as someone who has lived in this world for years, WFM is not as complicated as you might think. .

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Don’t Push it, Cultivating App Users’ Trust is a Delicate Task

Optimove

Over the past 12 months, both Google and Apple have introduced powerful new mobile features aimed at putting control back in the hands of their users. The most recent changes from Apple are laser-focused on upgrades to their Lock Screen where the hallowed push notifications are displayed. And never one to be left behind (especially when it comes to Apple!

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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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2022 Be Digital Research

West Monroe

Our survey of 700 C-suite executives and 5,000 consumers finds that companies have set a compelling vision for a digital-first future and have made strides to build a more agile approach to product development, data-driven decision-making, people strategy, and the overall operating model. But to achieve the transformational results they’re looking for, there is still progress to be made in aligning with customer priorities and creating an organization of professionals with a true digital m

2022 52
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Managing Customer Experience Means Managing for Change

McorpCX

Why resilien cy , responsive ness and agil ity are more important than ever for leaders and the companies they work for.

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Top 7 reasons customer loyalty programs fail

Perkville

Avoid these common mistakes when creating a customer loyalty program.

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Embrace change and make your organizational transformation a success

Alida

We’ve been taught that change can be a scary thing, especially when it concerns your organization. There’s no need to be afraid anymore. This is why.

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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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Top 13 Free Marketing Tools for Your Growing Business

Zonka Feedback

Whether your goal is to create and execute comprehensive marketing strategies or require real-time insights into analytics, digital marketing tools can be quite transformative for your business. There’s no denying the fact that free marketing tools make a lot more sense than paid ones. But there are hundreds of tools available in the market which can be pretty daunting, especially for businesses that are new in the game or those who want to switch to more lucrative solutions.

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The Buzz about Digital Transformation

MyCustomer

TWhile there has been buzz for years about digital transformation, the shift to digital has now become an imperative for many businesses to. 9th Aug 2022. By Mandy Reed Global Head of Marketing.

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Getting CX Right: Schlage Locks

Zeisler Consulting

This is another in a series of articles I decided to start writing a while back calling out brands for doing the right thing when it comes to CX. There’s a lot of negativity out there, and I’m even a big fan of learning from our (and others’!) bad CX practices. You’ll notice I don’t name names when I write about poor CX, but here it’s the opposite and I endeavor to highlight those who get it right.

Brands 72
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Customer Lifetime Value: Proven Ways to Increase CLV

Helpware

Customers are the lifeblood of every business. For a business to survive, it needs customers. However, few businesses understand that it is much better to focus on customer retention rather than customer acquisition. Because of this, precious time and resources are wasted on drawing in new customers who aren’t in it for the long haul. This is why businesses need to focus on customer lifetime value.

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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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Don't Let These Commonly Confused Chatbot Terms Get the Bot-ter of You

Cyara

When you stop to think about it, it seems the world we’re living in isn’t all that different from what science fiction writers imagined in the 1960s. We don’t have flying cars or time travel, but a lot of the pieces are there. Computers have opened doors that once only seemed possible in a novel or film. In fact, computers have come so far that, on some level, we relate to them like other humans.

Travel 67
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Improving Modern Software Development with Customer Feedback

Centercode

Last month, Coding Sans shared the insights of almost 700 tech survey respondents in their 2019 State of Software Development report. The wonderful nuggets of information in the report shed light on the challenges involved with modern software development. Namely, delivering working software with limited resources and a full backlog.

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Dedicated, Shared or Managed: Which Hosting Options Are Available to WordPress Users?

SurveySparrow

Did you know that nearly 43% of all existing websites were created using WordPress? No wonder WordPress hosting is one of the most popular hosting-related services today! But which hosting is in the first place? Let’s put it this way: if you want a website, consider hosting as one of the staples. It’s the virtual home where its contents will be. If you want to create one trusted by both startups and the biggest businesses in the world, keep reading.

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The Inflation Reduction Act: Federal investments available for energy and utilities

West Monroe

The U.S. House of Representatives passed the Inflation Reduction Act on Friday, which makes a significant investment in the clean and renewable energy market while also implementing several tax changes to help pay for that investment. What does this mean for the energy and utility industry? The Act includes $369 billion in renewable energy production to bolster domestic manufacturing, modernize the grid, increase resilience, and reduce carbon emissions by 40% by 2030.

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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

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Webinar Highlights: How Customer Marketing Drives Organizations into Customer Obsession

Influitive

According to Forrester, only 3-6% of B2B organizations are truly “customer-obsessed” in that they embody the right amount of leadership commitment, internal culture and many other key attributes. So, for the vast majority of B2B firms, what’s missing? To answer that question, we sat down with Amy Bills, the Vice President and Principal Analyst over […].

Webinar 52
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5 Shopify Dropshipping Websites That You need To Learn From

kommunicate

Last Updated on August 9, 2022 Building an eCommerce website is a humongous task on its own. Scaling revenue for the business by increasing sales is yet another uphill task. Don’t fret. There is a solution. Through dropshipping, you can ensure that your products are available for purchase to a wider set of customers. You [.]. The post 5 Shopify Dropshipping Websites That You need To Learn From appeared first on Kommunicate Blog.

2022 52
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Change Management in Customer Success: A Step-By-Step ADKAR Example

Education Services Group

Customer Success is all about change. Changing processes. Changing systems. Changing the game. Yet, most CS professionals don’t take advantage of the benefits of extremely valuable change management principles. An entire philosophy dedicated to making change easier for people, and we’re not using it!? Change management in Customer Success means taking a proactive, forward-thinking approach to implementing organizational shifts so that people are less resistant and more open to embrac

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Webinar Recap: Building a Community Team

inSided

In a recent webinar with BMC Software’s Matt Laurenceau and inSided's Remco de Vries, we discussed how to go about building your community team. Matt shares his biggest takeaways from his 25 years of community experience on bringing in extended teams, which department community should sit under, and what characteristics to look for when hiring a successful community manager.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr