Sat.Jan 22, 2022 - Fri.Jan 28, 2022

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Three Elements that Create and Sustain Employee Engagement

InMoment XI

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial B

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Four keys to customer experience success in 2022

GetFeedback

CX trends and priorities to leverage to deliver results in the new era of customer experience.

2022 243
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Increase Customer Feedback With Digital Rewards

Alida

Delivering experiences that customers love takes more than chance. You need to know what they want, how they want it, and when they want it. And the only way to get that information is to increase customer feedback and uncover customer truth, which requires intimate knowledge of their likes, dislikes, and issues. However, customers are hard to engage, and collecting survey responses that are representative of your entire customer base is easier said than done.

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Four key considerations for customer self-service success

Eptica

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Published on: January 24, 2022. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

2022 125
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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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The Cost of Deprioritising Customer Experience During Tough Times

InMoment XI

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience.

Airlines 529

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CSQLs: Creating an Integrated Journey from Sales to CS and Back Again

Gainsight

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. It can make your company a truly customer-centric organization. It’s so important that it is one of the New 10 Laws of Customer Success. .

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The Marketing Campaign Trifecta for MNOs

Guavus

One of the best things about a career in product management is that you get to interface with several different functional teams – whether it’s within your own organization or your customers’ organization. I work with mobile network operators’ (MNOs) product and marketing teams globally, where the need for innovation varies from one MNO to the next.

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How to Create a Customer-Centric Strategy for Your Subscription-Based Business

ChurnZero

Building a business from the ground up always has its challenges, but maintaining a subscription-based business can be particularly difficult due to its ongoing nature. One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ?

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The Importance of Compassionate Customer Service and Truly Human CX

Kustomer

Here we are in 2022, a decade full of opportunities and challenges no one could have conceived only a few years ago. Our families need us, our friends need us, our countries need us, and hidden amongst these needs is an implicit truth more important now than ever: our customers need us. Imagine the cashier wearing a contagious smile, or the support email which asks how you and your family are doing?

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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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The Future Of Predictive Contact Center Data Is Here!

Call Experts

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions. Contact centers have always had to deal with the challenge of engaging with customers. Traditionally, we’ve done this by picking up the phone when a customer calls in or using email and web chat to answer customer questions.

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Customer Experience Trends to Expect in 2022: Part One

Merkle

Thank you to the thought leaders who contributed to this article: Evan Nicholson, Digital Experience Practice Director, Merkle. Jen Karlson, Commerce Strategist, Merkle. Michela Baxter, Sr. Director, Promotions & Loyalty Solutions Practice Development, Merkle. Mike Adamson, Sr. Manager Experience Strategy, Merkle. Timea Szell, Sr. Manager Digital Experience Strategy, Merkle. .

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Reducing Churn at Scale Using the ChurnZero Integration with HubSpot

ChurnZero

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

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5 Steps to Effectively Streamline & Improve Your Customer Service Program

Advantage Communications

Today, having a great product or service is only half the battle when it comes to delighting customers. With more competition than ever before, the customer experience (CX) is the only true way to stand out, and that requires a world-class customer service program.

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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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How to Create an A+ eLearning Experience with Omnichannel

Blueshift

With a growing number of options for continued education, eLearning marketers must create intentional campaigns throughout the lifecycle to drive student enrollment, engagement, and continued education. The post How to Create an A+ eLearning Experience with Omnichannel appeared first on Blueshift.

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7 Customer Service Training Tips Every Manager Needs to Know

Stella Connect

Listen up, managers. Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. As a result of a high-performing customer service team, your brand will establish a reputation for quality service that keeps customers coming back.

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Why You Need to Measure Customer Experience in Your Contact Center

Playvox

Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions

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Do You Provide Occasional or Continuous Value to Clients?

One Millimeter Mindset

How will you provide value to clients throughout 2022? Will your strategy yield occasional rather than continuous value? Some of you are always-on, hard-charging professionals. Others of you are more laid-back. However you are just as diligent and proficient about best serving client needs. Either way, value creation and delivery leverage whether you truly understand the value your clients need from you.

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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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Stop Sending Me Surveys Unless You Care What I Have to Say!

ShepHyken

I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

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Focus on Moments of Truth

Heart of the Customer

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve. We call these key interactions “Moments of Truth,” and identifying them is among the most important findings of journey mapping and other customer […].

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3 Trends in CX, High-Impact Customers and PeopleMetrics Update

PeopleMetrics

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees.

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5 Ways a Virtual Assistant Supports a VIP Experience Every Time

Interactions

In this day and age, I rarely need to physically go somewhere to take care of a task. Technology has afforded busy people like myself the ability to multitask and get things done during a short work break or after normal business hours. However, some things still need to be taken care of in-person. For me, this was getting a document notarized to be a leader for my daughter’s girl scout troop.

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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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The 30-50-20 Rule

Zeisler Consulting

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture.

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Why Your Toll-Free Number Testing Needs an Upgrade

Cyara

Cyara's Latest Testing Solution Ensures a Seamless CX Across All Your TFNs. Toll-free numbers are a critical component of many businesses’ customer service, sales and marketing efforts. Large enterprises may employ hundreds or even thousands of them to connect to customers in different demographic regions, route calls to separate company divisions or track the results of specific marketing campaigns or channels.

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070: An Entrepreneur’s Relentless Drive to Build a World-Class Financial Service Firm

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Stephen Kearley, the President of Benson Kearley IFG (BKIFG), a financial service company based in Ontario, Canada. Kearley has built BKIFG into an incredibly successful firm known for being a world-class customer service organization. You will learn: How Kearley’s lifelong obsession for learning has.

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Amazing Business Radio: Dave Carruthers

ShepHyken

The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer’s experience.

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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.