Sat.Feb 04, 2023 - Fri.Feb 10, 2023

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What Elephants and Customer Experiences Have in Common

CSM Magazine

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options.

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Benefits of a Balanced Scorecard for Performance Management 

COPC

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives. A balanced scorecard is ultimately a shorthand name for a particular performance management tool.

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Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023

Comm100

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

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Generative AI: A False Dawn in Customer Service, Or The New Hope

CSM Magazine

Generative AI tools – such as ChatGPT – have captured the minds of everyone across the technology spectrum and beyond. Stuart Dorman, Chief Innovation Officer at Sabio Group takes a closer look at this potentially disruptive technology. Its ability to offer human-like conversations across a range of diverse topics has seen the model successfully write poetry, debug code and even troubleshoot IT issues in recent months.

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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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Does Who’s Driving the CX Bus Make A Difference?

InMoment XI

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company. This job isn’t easy and not for the faint-of-heart; frankly, CX leaders often end up working against what is natural for an organization. Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc.

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Seven Ways to Show Your Employees Some Love on Valentine’s Day

ShepHyken

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.

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Reset Expectations About Who You Are Actually Meeting With

One Millimeter Mindset

It is time to reset expectations about who you and I are actually meeting with. In my interactions with colleagues and clients, I realize that they do not seem to be the same people they were “before“ the events of the past few years. This observation goes for their experience of me, as well. How about you? Do you work with colleagues and clients who now feel like strangers?

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Come and join the latest SAP Customer Engagement Initiative Projects

SAP Customer Experience

It’s time again to connect our customers and partners with SAP Development Teams – the first cycle of the SAP Customer Engagement Initiative (CEI) in 2023 started today with 70+ new projects. The SAP Customer Engagement Initiative enables you as an SAP customer or partner, to get early insights into.

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Why The Metaverse Will Matter For Customer Experience (CX)

The DiJulius Group

According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone? If you have put off educating yourself and. Read Full Article The post Why The Metaverse Will Matter For Customer Experience (CX) appeared first on The DiJulius Group.

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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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Amazing Business Radio: Scot Pickerill

ShepHyken

Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future. Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.

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Three Ways To Win Over Personal Lending Customers

SaleMove

Personal loans have boomed in recent years. In fact, the existing personal loan debt was $209.6 billion by Q3 2022. Double-digit growth has expanded the market to include a broad range of providers, including niche lenders and even credit card companies. With an increasing number of competitors, it is important to attract and retain the […] The post Three Ways To Win Over Personal Lending Customers appeared first on Glia Blog | Digital Customer Service Explained.

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Happy Customers Starts With a Happy Team

CSM Magazine

For some companies, it seems recruitment and retention has never been so difficult. This is hardly surprising – we’ve had some of the biggest business-shifting changes in living memory happen simultaneously in the last couple of years, and leadership teams have had to continually adapt and evolve. But now we’ve weathered the peak of the storm, the time for short-term fixes is over and businesses are looking at long-term strategies, particularly when it comes to attracting the very best candidate

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5 Common Pain Points of Digital Patient Engagement in Hospitals

kommunicate

Last Updated on February 9, 2023 The number of virtual patient visits went from 0.84 to 52.7 million in 2020, and 37% of people used telemedicine in 2021. What do these numbers mean for the future of healthcare? The days of patients having no choice but to visit the hospital for every issue are well [.] The post 5 Common Pain Points of Digital Patient Engagement in Hospitals appeared first on Kommunicate Blog.

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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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5 Strategies for a Better Digital Experience when you Transform to SAP Business Technology Platform

SAP Customer Experience

The transformation from existing on-premise legacy systems to SAP Business Technology Platform without disruptions can be demanding for organizations and IT departments, especially when complex business processes, multiple systems and layers of integrations are involved. One key aspect that typically gets overlooked during this transformation is the Digital Experience (DX).

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Key SaaS Metrics that Matter

CSM Practice

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. Recent stats suggest over 90% of SaaS startups fold within three years due to the intensely competitive nature of the market. So, how can SaaS platforms nurture customer loyalty, attract new subscribers, and maintain reliable revenue streams?

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How Companies Can Use Feedback to Delight Customers

CSM Magazine

Learning how to leverage customer feedback and and interpret it in meaningful ways is essential for any business that wants to succeed. Here are some ways organizations can use customer feedback to delight their customers. Understand Your Customers The first step in using feedback to exceed expectations and create a memorable experience for customers is understanding them.

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Top 10 acquisition & retention challenges for insurers in 2023

inQuba

Helping customers achieve their goals so that you can too As an insurance professional you spend a lot of time thinking about your policy holders’ journeys, especially in a business environment that has completely transformed. Young, agile insurtechs are entering the space with digital-first offerings for policy holders who have growing, digital-first expectations.

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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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Stats that Show the Value of Live Chat

Helpware

Live chat has taken off as one of the most critical customer service communications channels. The latest stats suggest that every company should offer live chat as part of their service mix. Beyond the numbers, live chat also provides proven advantages that streamline customer service operations while improving customer satisfaction.

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February 2023 Atlas Highlights

Lithium

Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

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Eight Tips to Deal with Customer Complaints Quickly and Effectively

CSM Magazine

Customer complaints can be a tricky thing to navigate as a business. You want to ensure that you are resolving any issues customers may have, while also protecting your reputation and bottom line. This article provides strategies on how to manage customer complaints with professionalism, efficiency and understanding. 1. Listen & Understand Your Customer’s Complaint The most important part of handling customer complaints is listening to your customer’s complaint and trying to understand

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The MVPs of Customer Success Metrics (Most Valuable Performance Indicators)

ClientSuccess

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Marketing & Customer Experience Trends From A CMO Executive Lens

Doing CX Right

Jackie Yeaney, 6x CMO shares customer experience and marketing trends in the digital world based on working at reputable tech companies. Learn why acquiring and retaining customers are no longer about campaigns. The post Marketing & Customer Experience Trends From A CMO Executive Lens appeared first on Doing CX Right.

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Listening to the Voice of the Customer

Brad Cleveland Blog

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company … Continue reading → The post Listening to the Voice of the Customer appeared first on Brad Cleveland.

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How Gen Z Employees Can Help Improve Customer Service

CSM Magazine

For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service. In this article, we’ll look at how Gen Z employees can help you give your customers the best possible experience and how you can make sure they stay with your company. Who Exactly is Gen Z? Pew Research Center considers people born between 1981 and 1996 (ages 23 to 38 in 2019) as Millennials, and those born from 1997 onward as part of the Gen Z gener

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SAP LabsTalk - Ep01 - 2023: State of the Nation with Benni Blau

SAP Customer Experience

Join us on this episode of Labs Talk as we welcome Benni Blau, the COO of SAP CX. He takes us on a journey through the current macro-economic landscape and what it means for businesses to thrive in today’s climate. Dive deeper into the world of CX as we explore.

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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.