February, 2022

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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? .

2022 376
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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.

2022 529
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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. Guides

2022 363
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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).

2022 286
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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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. Customer Experience

2022 246

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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.

2022 133
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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.

2022 529
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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. Articles

2022 362
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Don’t serve to satisfy customers. Serve to WOW them.

Bill Quiseng

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish.

2022 130
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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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. Customer Experience User Experience

2022 246
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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.

2022 108
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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. .

2022 147
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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.

2022 528
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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Why should you invest in CX? Experts weigh in

GetFeedback

A recap of customer experience experts Shep Hyken and Dan Gingiss’ session at the 2nd Annual CX Impact Summit. Articles

2022 195
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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.

2022 95
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5 Effective Strategies for Building Customer Loyalty

Alida

Every business wants loyal customers. As it’s less costly to keep existing customers than to acquire new ones, increasing the value of your existing customers is a great way to drive growth and maintain profit margins. Customer Experience

2022 130
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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.

2022 111
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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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.

2022 139
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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.

2022 493
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Is It Really That Important That I’m Wearing a Name Tag?

Steve DiGioia

There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this?

2022 131
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3 Key Trends That Are Transforming the Customer Service Industry

CSM Magazine

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift.

2022 98
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5 Ways to Supercharge Your CX Strategy

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

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Driving Innovation and Collaboration in the Autodesk Research Community

Alida

Autodesk, Inc. is an American multinational software corporation ??with with a diverse portfolio of software products and services for the architecture, engineering, construction (AEC), manufacturing, media and entertainment, and education industries. Customer Experience

2022 130
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How To Improve Customer Service With Contact Center Services.

Call Experts

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business.

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The Light Switch Mentality??

ShepHyken

When you flip a light switch, you know exactly what to expect. The light comes on – right away. No hesitation. It happens immediately. . The human brain loves instant results. Let’s use the TV as an example. It was a number of years ago, but I remember the frustrating feeling like it was yesterday.

2022 143
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Natural Language Processing 101: Three Tips for Optimising Your Text Analytics Software

InMoment XI

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close.

2022 493
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Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!