February, 2022

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Do Companies Recognize the High CX Value of Employee Advocates?

InMoment XI

This article was originally posted on CustomerThink.com. Do companies recognize the high customer experience (CX) value of employee advocates? Shouldn’t they want to cultivate the kind of behavior advocacy represents? That’s my belief. And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate

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5 Things Great CEOs Understand About Customer Experience

Experience Investigators by 360Connext

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b

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The ultimate guide to customer service

GetFeedback

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

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5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once agai

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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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How to Turn Customers into Storytellers

Alida

Customers always have stories to tell—but at first, they might not realize their feedback is a story that truly needs to be shared. To encourage them to share their thoughts, opinions, and unique perspectives, you need to turn them into storytellers.

Customers 246

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5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience)

InMoment XI

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Revolutionary even. This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and gets everything done faster than ever.

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Make Your Customer Smarter: Create an Educational Experience

ShepHyken

It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu

Customers 131
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COVID-19 has forever changed CX. Here’s how

GetFeedback

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay.

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Why Your Measurement is Killing Your Customer Experience And What to Do About it

Beyond Philosophy

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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How are you going to choose your CX Metric?

Alida

Having trouble choosing a metric for your organization’s survey programs? You’re not alone.

Metrics 246
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How a unified agent desktop empowers your advisors and better engages customers

Eptica

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. Published on: February 25, 2022. Author: Pauline Ashenden - Demand Generation Manager As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers.

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3 Ways to Make Customer Experience Governance Work for You

InMoment XI

Whether you’re just getting started on your customer experience (CX) initiative or hitting pause to see how things are going, the term “ customer experience governance ” is probably something you hear your team bring up all the time. You probably also already know that customer experience governance refers to the system that sends insights to where they need to go and that holds certain team members accountable for different aspects of your initiative.

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5 Top Customer Service Articles of the Week 2-14-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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Mapping Your SaaS Customer Journey in Seven Steps

Totango

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers wan

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This is our time for a Customer CARE revolution!

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality for business leaders. These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these traditionalists do not hear their grumbling employees and complaining customers many hierarchical rungs below.

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5 Ways CX Automation Can Create a Consistent Experience

Kustomer

image source: superoffice.com. It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. They’re likely to peruse items and pursue purchases both online and in-store using a variety of methods. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012.

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Why so many contact centres are turning to Microsoft Teams (Video)

Eptica

Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Published on: February 07, 2022. Author: Pauline Ashenden - Demand Generation Manager With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

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Three Steps You Should Take Before You Send a Customer Experience Survey

InMoment XI

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Before you answer this question, let us present you with a few facts. First, let’s consider survey fatigue. Because if you’re reaching out to your customers every time you have a question, there’s a serious possibility that they’ll get tired of your questions and stop partic

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A Restaurant that Offers Car Washes on the Menu

ShepHyken

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell.

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Three Steps to a Winning B2B Customer Experience Plan

Totango

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.

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How do I assist a customer I suspect is dealing with mental illness?

Myra Golden

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.

Customers 111
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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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Kustomer Joins Meta to Evolve Digital Customer Service

Kustomer

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! A World of Change. The Kustomer journey began back in 2015 when the world was a very different place. Since then, almost every aspect of the way we shop, sell, and connect has been transformed. Direct-to-consumer (DTC) businesses and digital-first brands are thriving.

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Customer Experience is Won and Lost in the Micro Moments

The DiJulius Group

“We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers—even if it is just for a few moments. It’s really about human connection.” —Howard Schultz, Starbucks Carpe Momento — “Seize the Moment.” There’s no better motto. Read Full Article.

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3 Tips to Bridge the Gap Between Your CX Team & C-Suite

InMoment XI

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. The former is interested in counting dollars and profitability and the latter with measuring metrics. So how should a CX practitioner go about bridging that gap in communication?

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How To Choose The Right BPO Contact Center For Your Business

Call Experts

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Unfortunately, the reality is that most businesses don’t have the budget or the expertise to do so. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs.

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The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.