Strikedeck

SEPTEMBER 17, 2020

Zahra talks about the benefits of building a personalized customer experience.

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Beyond Philosophy

SEPTEMBER 17, 2020

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .

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2002 Fashion Financial 2005 164

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” “We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” (True story). “I can’t let you board this bus without a mask.” “Due to our COVID-19 safety measures, we now have to push your service appointment out two weeks.”

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Workshop Call Center Measurement Customers 116

One Millimeter Mindset

SEPTEMBER 17, 2020

How do you establish your voice when working with cross functional teams? For some of you, this idea is completely daunting. Why? Because cross functional teams have lots of “those” people on them. You know. Professionals from the “other side” of your organization: the people whose professional behavior intimidates you the most. First, because you do not understand the professional terminology which dominates the voice they collectively carry into cross functional conversations.

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SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members. They quickly realized that the best way to handle the increase in engagements was by offering their members self service options for simple questions which freed up their agents to handle the more complex inquiries.

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CSM Magazine

SEPTEMBER 17, 2020

Demand for immediate, 24/7 support is at an all-time high. With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels.

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Influitive

SEPTEMBER 17, 2020

It’s hard to believe that Influitive Live 2020 was already a month ago! Like many other companies, we had to pivot to a virtual event which brought both opportunities and challenges. While going digital allowed us to engage a global audience of customers and buyers, we wanted to deliver a unique and engaging experience. In […]. The post Creating Engaging Content Experiences within a Virtual Event appeared first on Influitive.

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Events Engagement 2020 Customers 98

SurveyGizmo

SEPTEMBER 17, 2020

“Getting surveys up and running fast, and then sharing the data as we collect it, helps give stakeholders preliminary feedback they can see using the built-in dashboards,” said Tyler Downer, Quantitative User Researcher at Mozilla. “Gathering and quickly reporting on data allows product management and engineering to see user response to new products and features in real-time, allowing for rapid adjustments without the need for dedicated analysts all the time.”.

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Feedback E-support Roadmap Customer Satisfaction 64

Zeisler Consulting

SEPTEMBER 17, 2020

There’s a meme going around LinkedIn these days about a job posting that requires of the ideal candidate experience that’s physically impossible: a history of use of a platform or programming language that’s longer than the language’s existence in the first place. There’s even been a mocking job posting put up with a cascade of similar impossibilities as requirements.

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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

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members. They quickly realized that the best way to handle the increase in engagements […].

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2016 Blog Customer Service Engagement 52

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability.

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Virtual Agent Customer Service Contact Center Average Handle Time 52

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees. Vipula has a wealth of experience, working in several industries from banking, to hospitality, to consulting.

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Hello Customer

SEPTEMBER 17, 2020

Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. Beforehand, everyone could submit a question to ask Steven.

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Webinar Customer Centricity Feedback Banking 52

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Measurement

MyCustomer

SEPTEMBER 17, 2020

Download this Paper. Lead goal. 270. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Find out how to maintain strong customer service as the demand for digital engagement grows.

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Engagement Customer Engagement Download Customers 52

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service. With competition high and client expectations higher than ever, it is crucial to stay ahead of the game and contact centres to use everything within their power to do so.

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Average Handle Time Customer Experience Exceptional Customer Service Metrics 52

Hello Customer

SEPTEMBER 17, 2020

Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. Beforehand, everyone could submit a question to ask Steven.

Webinar 52

Webinar Customer Centricity Feedback Banking 52

NICE inContact

SEPTEMBER 17, 2020

The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues. To successfully navigate the pandemic and achieve positive business outcomes, companies need to take strategic and meaningful steps towards building a more flexible working environment that enables agile and remote working practices.

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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

Qualtrics

SEPTEMBER 17, 2020

What is eNPS? How does it work? Is it an accurate way to measure how your employees feel about your company, and how can it be used to boost employee engagement? What is eNPS? eNPS – aka employee Net Promoter Score, or Employee NPS – is a way of measuring how your employees feel about your company. It’s based on Net Promoter Score , which is a measurement of customer loyalty that was pioneered by Bain & Company and Fred Reichheld to measure customer experience.

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Net Promoter Score Engagement NPS Employee Experience 49

Maru Group

SEPTEMBER 17, 2020

If the past seven months have taught us anything, it’s that health is our most valuable asset. Particularly for individuals living with chronic health conditions at higher risk for having COVID-19 complications, such as asthma, cardiomyopathy, vasculitis, and Crohn’s, 2020 has both amplified health and safety precautions, and intensified the relationships these individuals have with healthcare professionals, pharmacy staff, and brands.

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Healthcare Retail Consumers Loyalty 52

SMG CX

SEPTEMBER 17, 2020

Data-driven brands and insights-driven brands are heading in different directions. In “Build An Insights-Driven Business”, Forrester reports, “Insights-driven organizations are growing at an average of more than 30% annually and are on track to grow eight times faster than global GDP.”.

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Customer Experience Management Insights Customer Experience Management 52

Qualtrics

SEPTEMBER 17, 2020

Making sense of the increasingly complex customer journey in light of COVID-19 is the biggest challenge facing CX leaders, according to a new report from IDC. The IDC InfoBrief, Building an Actionable Understanding of Your Customer, based on responses from 100 CX leaders at US companies with more than 500 employees, highlights how the acceleration of digital transformation has provided CX teams with new challenges as they look to understand the omnichannel customer experience.

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Customer Journey Omnichannel Demo Customer Centricity 29

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Knowmax

SEPTEMBER 17, 2020

[Webinar] Connected Customer Experience-A Catalyst For Sustained Growth.

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Webinar Connections Customer Experience Customers 52

Vanilla Forums

SEPTEMBER 17, 2020

So, you’re here because you want to get a snapshot of what your community implementation process would look like with Vanilla Forums. Completely understandable, and you’ve come to the right place; this blog will provide you with an overview of what your journey with us would be like. We get it—looking to procure any new system, program or tool is a big step to take for any organization.

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Blog 98

Optimove

SEPTEMBER 17, 2020

As a marketer, I recognize the aspiration to deliver the perfect customer journey, where you address all your customers in a personalized manner, with content that is both relevant and timely. In digital marketing, it starts with creating automated journeys for every segment we can think of. But it doesn’t end there. Next, you have to try to predict every action, reaction, or decision a customer may have – and create automated journeys for those, as well.

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Hotels Customer Journey Marketing Interaction 61

The DiJulius Group

SEPTEMBER 17, 2020

Emmy Award-winning journalist, author, speaker, and coach Adrienne Bankert shares some valuable insights from her new book, Your Hidden Superpower: The Kindness that Makes You Unbeatable at Work and Connects You with Anyone. One of the main points in her book is practicing kindness – intentionally. But how do we make sure we do it. Read Full Article.

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Books Article Connections Insights 91

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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