Tue.Jun 28, 2022

At a Glance: 3 Employee & Customer Experience Program Use Cases for Financial Services Brands

InMoment XI

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships.

2022 283

How to Turn NPS Feedback Into Reviews, Recommendations and Referrals


Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

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Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy

The DiJulius Group

How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co.,

2022 89

AI Reporting and its Impact on the Agent and Customer Experience

Upstream Works

The implications for artificial intelligence (AI) applications in the contact center are far-ranging, but so are the opportunities. Our recent blog posts have examined several facets here, along with how AI aligns with digital transformation.

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Discovering Successful Scripting for Your Contact Center

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

3 Things CMOs Should Do During an Economic Downturn


The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide.

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More Trending

Frequently asked local SEO questions answered by an expert


Believe it or not, 75% of people never make it to page two of Google when conducting an online search. That makes the first page of Google the most valuable real estate on the internet.

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In Case You Missed It: 3 Major InMoment Announcements You Need to Know About

InMoment XI

It’s been a huge month for those of us in the InMoment Community!

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Amazing Business Radio: Adam Alfia

Shep Hyken

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment.

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Competitive Intelligence Advantages

Ann Michaels and Associates

When a client calls us looking to do a competitive mystery shopping project , most of the time their focus is on pricing. Once we get into the project however, they tend to learn much more about their competitors than they originally thought. Sales Prevention.

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2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Breaking Free from the Boundaries of Document-Based Communications


Breaking Free from the Boundaries of Document-Based Communications. Marissa Feigen. Tue, 06/28/2022 - 17:24.

Employee Motivation Questionnaire: 20+ Questions and Free Template


What’s the point of an employee motivation questionnaire ? Wouldn’t it be great if motivation came as a mental button that we could switch on or off at will?

2022 52

Achieve a seamless interplay between customer service and field service scenarios in Service Cloud

SAP Customer Experience

Part I: Introduction Customer Service and Field Service represent a major part of every business with end customer satisfaction in mind. Both are key parts of a typical Service organization, and are closely interconnected.

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Zenarate AI Coach Recognized as a Leading Contact Center Training Solution at the Annual 2022 CCW Excellence Awards

CSM Magazine

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation.

2022 52

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Customer Service Tools: The Best Available on the Market Right Now


Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers.

2022 57

How to Have a Successful New Product Adoption for Customers


Whether they eat it in an expensive restaurant, at a lunchtime food court, or in a grocery store parking lot, people love sushi. This Japanese specialty has become standard fare in the United States and many other countries around the globe—but it wasn’t always so.

2022 52

An Essential Guide to Conversational Messaging for Customer Engagement


Before we get into the topic, I urge you to think about the recent best conversation. I am sure you would be going back to the conversation where you had the equal opportunity to talk and put forward your opinion! And why do you go back to that particular conversation?

2022 52

Takeaways from our ‘Delivering customer experience at scale leveraging digital innovation’ webinar

West Monroe

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale.

2022 52

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Getting Executive Sponsors to Attend Your QBRs: A Step-by-Step Guide for CSMs


For any business, it is important to set up touchpoints with customers. These touchpoints are also known as Quarterly business reviews. Quarterly business review is an important aspect that all customer success managers need to plan for.

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Onboarding Practices from Successful Product-led Companies


We all want to achieve a stellar onboarding experience for our customers. What if we shortened the optimization process by pulling inspiration from the best-of-breed product-led companies that do it well? saas saas onboarding Acquisition user onboarding Activation PLG icp

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Journal Citation Reports 2022: COVID-19 research continues to drive increased citation impact


Today we release the 2022 update to the annual Journal Citation Reports (JCR). This year’s release demonstrates the enormous impact the COVID-19 pandemic has had on scholarly publishing. We also identify and define a new type of anomalous citation behavior: self-stacking.

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What a Moment of Service™ looks like – IFS is recognized as one of Gartner Peer Insights 2022 Top Customer Choices for EAM

Alliance by IFS

The customers have spoken. IFS is thrilled to announce that we have once again been recognized as a Gartner Peer. The post What a Moment of Service™ looks like – IFS is recognized as one of Gartner Peer Insights 2022 Top Customer Choices for EAM appeared first on IFS Blog.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

The Critical Role of Incident Management in Contact Centers


Do You Have the Plan and Tools You Need? If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on? chatbots contact center incident management

Pega Grapples With The Outcome Of The Appian Lawsuit

Forrester Digital Transformation

On May 9th, 2022, a jury awarded Appian more than $2 billion for misappropriation of trade secrets by Pegasystems (Pega). On May 10th, Pega responded to the decision with this 8K filing to the SEC. The settlement, by any calculations, is huge.

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Signs of a Customer-Obsessed Company


What does it take for brands to have thriving customer advocates? Well, the common thread uniting these successful advocacy programs is that the companies driving them are all customer-obsessed. So, what does it actually take to be “customer-obsessed?”

2022 52

B2B Firms: Adopt A Bespoke Approach When Collecting Feedback From Large, Complex Firms

Forrester Digital Transformation

Imagine your spouse wants to know what you think of your relationship: Do you still love your spouse? Are you committed to your spouse? Are there any issues you want to bring up?

2022 52

How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.