January, 2023

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XI Café Podcast, Episode 3: A Deep Dive Into The Maturity of Voice of Customer Programs in New Zealand

InMoment XI

Welcome back to the XI Café Podcast!

2023 493
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How to Improve Customer Experience: A Step by Step Guide

Lumoa

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition?

2023 167
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Top Ten Customer Service and Customer Experience Predictions for 2023

ShepHyken

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column.

2023 152
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Contact Center Attrition and the RFP: You’re Asking the Wrong Questions

BlueOcean

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward.

2023 156
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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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Follow these trends to become a 2023 customer experience innovator

Alida

In uncertain economic times, making the right choices for your business becomes that much more important. Even a slight misstep can have a drastic impact on a company's ability to compete in the market.

2023 130

More Trending

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Why You Should Aspire to Drive Customer Lifetime Value—Not ‘Just’ Upsell Customers

InMoment XI

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now.

2023 529
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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

2023 157
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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

ShepHyken

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX).

2023 143
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60 Customer Care RFP Questions for the Contact Center of Today

BlueOcean

2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.”

2023 156
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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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Insurers lower risk of tough decisions by listening to their customers

Alida

The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.

2023 130
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12 Customer Success predictions and trends for 2023

ChurnZero

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future.

2023 98
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5 Tips For Choosing the Right Survey Rating Scale

InMoment XI

You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose?

2023 491
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The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

2023 94
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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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Upgrade Your Customer Service to a First-Class Experience

ShepHyken

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience.

2023 151
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In customer service, your people are not your most important assets.

Bill Quiseng

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

2023 102
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Why the end of cookies doesn’t mean the end of personal data

Alida

Like many advertisers, your company has probably been fed a healthy diet of digital cookies for years. Now, however, the menu is changing—and so are your customers’ data preferences. Customer Experience

2023 130
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7 Contact Center Trends to Watch in 2023

Tricia Morris

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

2023 143
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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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XI Café Podcast, Episode 2: How CSC Re-Launched its CX Program to Achieve Higher Customer Engagement and Positive Business Outcomes

InMoment XI

Welcome back to the XI Café Podcast!

2023 439
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Improving Your Customer Service with a Comprehensive Customer Experience Audit Checklist

Lumoa

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers.

2023 83
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Guest Post: How Can You Make Sure That Your Customers Feel Heard?

ShepHyken

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard.

2023 87
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Phone Calls: How to Improve Your Customer Relationship Management?

CSM Magazine

Business managers and CEOs understand the importance of good customer satisfaction. Without proper customer relationship management, a company can attract lots of negative customer reviews. This guide covers some ways of improving customer relationship management with phone calls.

2023 93
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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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Customer Experience – The Deciding Factor for Your Brand

Zonka Feedback

With the emergence of new business technologies such as cloud, Augmented Reality (AR), Artificial Intelligence (AI), Virtual Reality (VR), Machine Learning (ML), and a bunch of others, the expectations of today’s customers are constantly revamping.

2023 98
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5 Customer Experience Predictions for 2023  

Comm100

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment.

2023 123
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Do You Need a Customer Experience (CX) Manager?

InMoment XI

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort?

2023 324
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How the world's best CX leaders are making customer experience a company-wide concern

MyCustomer

Engagement How CX leaders make CX a company-wide concern

2023 134
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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!