CSM Magazine

DECEMBER 17, 2020

Customer service has always been an essential factor for businesses in every industry, but it’s now more vital than ever before. The accessibility to a broader range of competitors online has meant that in order to succeed, your customer service really needs to stand out. With sites such as Trustpilot offering the ability for customers to leave feedback and reviews , delivering poor service in the modern world has consequences.

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BlueOcean

DECEMBER 17, 2020

A Case Study in Strategic Partnership. We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. We enjoy the freedom they grant us in being able to creatively take on new challenges and goals. Read on to discover how we: Achieved a 96% success rate of a two-hour delivery window.

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Download 2020 Customer Success Insights 156

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

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Insurance Financial Contact Center Touchpoint 106

CSM Magazine

DECEMBER 17, 2020

Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. I’ve made literally thousands of calls over the years and – since I pay particular attention to customer communication – I’ve created a list of Top 10 Telephone Turnoffs.

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Seminar Books Article Customer Service 98

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Customers

One Millimeter Mindset

DECEMBER 17, 2020

Who are the business case heroes and heroines you leverage when working with colleagues and clients? Consider that every business case you create includes a cast of characters you either include or exclude. Possibly because you never even considered these people as part of your story. Or, if there is going to be a hero or heroine, and it is not your products or services, then, voila!

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Innovation 2021 Leadership Communication 98

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced

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Virtual Agent E Commerce Contact Center E-support 72

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business. Partner Experience Manager at Twitter , Sioban Massiah, has quite the diverse background in customer advocacy and support.

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Connections 2008 Loyalty Events 80

UJET

DECEMBER 17, 2020

Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

Myra Golden

DECEMBER 17, 2020

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.

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Call Center Communication Management Customer Experience Design 116

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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

Retail

PeopleMetrics

DECEMBER 17, 2020

Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? In this edition of PeopleMetrics LIVE!, we provided some practical tips and guidance for what you and your team should be planning for NOW in order to deliver the best possible customer experience (CX) in 2021.

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dscout People Nerds

DECEMBER 17, 2020

Here are some advantages you may not have considered, some methodologies you might not have tried, and some best practices you should lean on, when advancing your remote moderated research practice.

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Engagement 94

Ecrion

DECEMBER 17, 2020

What Is Version Control? | How It Works | Who Can Benefit from It? |. What to Look for in Version Control Software. Having a solid IT infrastructure is essential when it comes to facilitating the long-term success of your business. A large component of this includes implementing proper version control software, but not every entrepreneur understands what this involves.

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Insurance Healthcare Events 2021 85

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.

Insurance 53

Insurance Financial Contact Center Touchpoint 53

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Measurement

SurveySparrow

DECEMBER 17, 2020

Based on a research from PWC, 86% of customers are willing to pay a premium for a better shopping experience. That’s why companies these days care deeply about the product experience for their customers. They know that no matter how wonderful a product they have built, if it doesn’t provide a great experience for the customer, then there is a lot to worry.

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2021 User Experience Social Media Omnichannel 52

Innovative CX

DECEMBER 17, 2020

“Terrified. Mortified. Petrified. Stupefied”, so said Russel Crowe’s character, John Nash, in the movie, A Beautiful Mind. And so, I am (am I)! Here’s a sampling of my recent experiences with a broad range of companies across a wide range of industries (consumer goods; automobiles; business services; big box retailers; online marketers; financial services): · Mobile applications that have constant chat window pop-ups that impede your ability to complete an order?

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Financial Retail Consumers Technology 52

Call Experts

DECEMBER 17, 2020

Communication is a pillar of success in business. If you cannot communicate effectively, you will lose essential customers and never acquire new customers who can change your business. Poor communication fosters negative customer experiences, misinformed decision-making, unorganized processes for your team, and always frustrates customers. Protect your brand and prioritize communication with your customers and team. .

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Communication Contact Center Call Center Poor Customer Service 52

Lithium

DECEMBER 17, 2020

Hello, to all of our Atlas members! We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Read the highlights of Khoros innovation here! Our virtual assistant, Maia , has been busy learning new ways to enhance your Khoros experience.

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2020 Innovation Metrics Events 52

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.

Customer Insights

CSM Practice

DECEMBER 17, 2020

Improving CX customer service is a challenge for many companies, and the number of organizations that are doing this is growing daily. Many people think that it’s not worth the effort to improve customer service or too hard to do it. The truth is that enhancing CX customer service can change the way your business operates and how well your customer relations operate.

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Customer Satisfaction Customer Service Interaction Loyalty 52

Gainsight

DECEMBER 17, 2020

Growth teams manage reducing churn and improving retention. To solve this, they may allocate budget on win-back campaigns or promotions with the hope of luring customers back. These campaigns often yield low engagement and conversion rates because the customer experience leading up to churn is more lasting than a price discount, especially after a poor product or service experience.

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Fashion Touchpoint Demo Customer Retention 52

C Space

DECEMBER 17, 2020

Episode 17. 2020 “In” Review. We look inside ourselves for what breaks through. 2020 “In” Review. In March of 2020, we launched “Customer, Now” as an exploration with 504 people in China, Germany, India, Japan, UK and the US, to understand how people’s lives are changing amidst the new realities thrust upon us in 2020. As a study of humanity, COVID-19 created the context of the world’s biggest deprivation study – having forced people everywhere to spend time without.

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2020 Brands Document Insights 52

Oracle

DECEMBER 17, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

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Government Banking 2020 E-support 52

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Information

CSM Magazine

DECEMBER 17, 2020

As the evolution of the high street continues, Andrew Howell, Global Marketing Director at K3 Business Technologie s reveals his predictions for the retail industry in 2021. With restrictions still in place, the high street has undoubtedly taken a hit. In fact, footfall is still low with data from Springboard revealing that during the first week of December numbers were still 41% below last year’s figures.

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2021 Retail Events Consumers 52

Optimove

DECEMBER 17, 2020

The interactions that gaming operators have with their players have a tremendous effect on the players’ likelihood of either adopting healthy habits or developing problematic behaviors. Sometimes, it’s hard to tell where the player is headed. This is what Sally Gainsbury, a clinical phycologist, is working on solving. As the Gambling Treatment & Research Clinic director at the University of Sydney, Australia’s only university-affiliated gambling treatment and research cente

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Entertainment Consumers Technology Interaction 52

SMG CX

DECEMBER 17, 2020

Analysis of open-ended feedback is critical in surfacing what customers are saying and why they are saying it. And an efficient text analytics solution is a crucial component to gleaning those insights you need to take informed action on customer feedback.

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Feedback Customer Experience Insights Information 52

CSM Magazine

DECEMBER 17, 2020

As we approach 2021, Michael Tansini at Speechmatics explains how automatic speech recognition can result in better conversations while offering a 360-degree view of customer interactions. Remote working has seen an operational revolution take place in workplaces across the globe. With video conferencing now the norm, many companies are missing a trick by not extracting valuable information and data from these interactions.

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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.

Customer Engagement