Sat.Jul 16, 2022 - Fri.Jul 22, 2022

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9 Must-Read Articles on EX, Linking EX & CX, and Branded Experience

InMoment XI

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. If these topics are on your company’s radar, you can get the answers you need here!

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The cost of living crisis and increase response rates

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.

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How to understand, engage and retain hard-to-reach hourly workers

Alida

Seasonal and hourly workers are notoriously hard-to-reach and harder still to retain. Learn how you can increase engagement, get more survey completes, and instill more loyalty.

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Different is Better Than Better

ShepHyken

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How Quick Service Restaurants Can Leverage Customer Feedback in Every Department

InMoment XI

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . It’s clear the customer experience is vital for any food services business, and in our decades of experience working with the world’s best brands, we’ve noticed a common challenge: food service customer experience data is often very siloed from

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The Role of Customer Experience in Telco

Lumoa

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

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Amazing Business Radio: Megan Neale

ShepHyken

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.

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Open the Channels of Communication with Your Customers

Totango

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders.

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Life Hack: Connecting Your Chatbot to a CRM Can Lead to Better Automated Support

Kustomer

The benefits of upgraded customer relationship management (CRM) software are immeasurable. The time, money and effort saved for both agents and customers is notable. With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences.

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The 2023 Verint Experience Index: Retail

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

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Insight Community: How to Maximize Your Data

QuestionPro Audience

Implementing an insight community has recently become the most widely used research method. There is a change in how organizations analyze research data and stay on over these changes. It is necessary to be collecting information on an ongoing basis rather than just once. Companies are beginning to realize the importance of leveraging the social behaviors of their customers.

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How AI-Powered Virtual Assistants Can Improve Employee Retention

SaleMove

Glia’s AI-powered banking chatbot offers much-needed relief to call centers, freeing up agent time to focus on personal, high value conversations. The post How AI-Powered Virtual Assistants Can Improve Employee Retention appeared first on Glia Blog | Digital Customer Service Explained.

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4 Ways to Improve Customer Loyalty

Feedbackly

Customer loyalty is a marker of a good customer experience. A loyal customer implies a happy customer. A report on CX trends by InMoment.

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Building Trust And Selling From The Heart

Doing CX Right

Larry Levine, Best-Selling Author of "Selling From The Heart," explains new effective ways to approach buyers and increase sales with an unbeatable competitive edge. Hint: Success starts within, not out. It's about YOU. The post Building Trust And Selling From The Heart appeared first on Doing CX Right.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Five Predictions For 2030: Real Life Service In A Virtual World

CSM Magazine

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. A few years ago, I heard Kevin Ashton speak at a conference. In addition to being the ‘father of the Internet of Things’, he’s also a futurologist. Among other things, he predicted we will discover extra-terrestrial life in this century – not necessarily little green men, but perhaps bacteria.

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How Intelligent Contact Center Technology Reduces Agent Attrition 

Playvox

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to leave or causing potential employees to avoid applying for contact center jobs altogether.

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If a recession is coming, is your contact center ready?

Interactions

In 2020, contact centers were hit hard by the pandemic. Between moving agents to work from home environments, to unpredictable volumes, to navigating a more digital customer base, companies felt the pressure. The ones that struggled the most didn’t have technology in place that supported an evolving business. With the talks of a recession looming around us, there’s no better time for companies to future-proof their contact center for whatever may come our way this year (and beyond). .

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Q&A recap: Driving customers to value during onboarding, at scale

ChurnZero

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. As Donna Weber , the world’s leading expert in customer onboarding, knows, onboarding is about more than completing product training and filling out checklists. “It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Product News – July 2022

Lumoa

Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment. This is really beneficial for German focused customers!

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3 Ways Contact Centers Can Finish the Year Strong

Playvox

It’s July, which means it’s half time of 2022. With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.

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What are the key challenges impeding customer experience improvements?

MyCustomer

Engagement What are the challenges impeding CX improvements?

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Why You Should Throw Out Your CRM

Totango

Ready for a controversial statement? You don’t need your CRM. Yeah, we said it. Sure, there is a place for customer relationship management (CRM) technology to help sell products, but if you’re looking to provide truly valuable experiences that will build and grow profitable customer relationships – especially during an economic downturn – then you don’t need a CRM; you need advanced, agile, composable customer success technology. .

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Four Careers to Grow Into for Those With Customer Experience Background

CSM Magazine

In almost every job that exists, there is a customer or client component to consider. Depending on the specific job or career, you may have little to extensive direct contact with those customers. For those who have interacted and engaged with customers extensively, valuable experience is gained and can be used to further advance in your career. When it comes to customer experience, one might consider it a form of art.

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How to Calculate Net Promoter Score: NPS Calculation Formula, Calculator, Methods, and More

SurveySensum

Step by Step guide to calculating Net Promoter Score. Calculating Net Promoter Score: A Quick Overview. Free NPS Calculator. Assess the NPS score after Calculation: Methods. What is a bad NPS Score? How to determine a good net promoter score? Benchmark your NPS Score. Frequently Asked Questions (FAQ) about NPS and its calculation. Calculating the Net Promoter Score is critical to gauge your customers’ satisfaction and loyalty.

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The CX leadership toolkit

MyCustomer

65% of c-level executives rank improving customer experience as their most important overall business objective. Yet studies indicate that many customer experience initiatives are stalling.

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How to Solicit Qualitative Customer Feedback (Before It’s Too Late!)

ClientSuccess

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. – but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable.

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The Open CCaaS Advantage Report

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.