Sat.Nov 20, 2021 - Fri.Nov 26, 2021

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Reducing Customer Churn: Do You Need Prediction, Interpretation, or Both?

InMoment XI

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? What Is Predictive Modelling? In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees.

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How to Do Really Great Video Research

Alida

Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic. The use of video allows a personal view into people’s lives, uncovering moments of intimacy previously reserved for private eyes.

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Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships! I am really grateful to have the opportunity to see my friends thrive in their careers.

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Best New Customer Experience and Design Books – 2021 List

eglobalis

Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.

Books 160
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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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Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping. This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. The thing is, any customer making a luxury purchase will have high expectations for not only the product, but the experience—whether it’s online or in store.Bridging that p

Retail 529

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Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships! I am really grateful to have the opportunity to see my friends thrive in their careers.

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Common Causes of CX Burnout & 7 Tips for Agent Self-Care

Kustomer

As an agent, you’re always caring for others. But it’s important to care for yourself, too. Customer support can be a selfless and unforgiving job, and if you forget to practice self-care, burnout will inevitably be on the horizon. Whether it’s the holiday season rush or another busy period like a flash sale making resources tight, it’s even more important to take proper care of yourself in order to avoid burnout and deliver a superior support experience.

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The True Remote IT Support Cost & How to Optimize this Necessary Expense

TechSee

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. And remote staff need help acclimating to their new reality, requiring enterprises to look for ways to reduce the resultant high remote IT support cost. .

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To Evolve CX, Evolve Your AX

Upstream Works

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that. This approach recognizes the need to provide agents with the right tools to do their job.

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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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Tired of chasing past-due bills? Solutions to get paid faster

BirdEye

What could you accomplish if someone waved a magic wand and granted you an extra 56 hours to devote to your business? Sign up new customers, get more revenue or take that vacation to Hawaii you have been dreaming of. Studies have shown that it takes 56 hours, on average, for businesses to chase past-due bills from customers every month. With the average small businesses in the United States waiting on 81% of payments that are over a month past due , the hours that teams spend on chasing past due

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Avoid This Customer Service Mistake with Matt Dixon

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more. How Data Drives Success. Here at Kustomer, we believe that data is essential to providing exceptional customer experiences and we know that a team without some sort of data orga

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How Live Chat Improves the Digital Customer Experience

Comm100

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why.

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6 keys to success for outsourced customer service providers

Eptica

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Published on: November 26, 2021. Author: Pauline Ashenden - Demand Generation Manager Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 billion between now and 2025.

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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 Top Customer Service Articles of the Week 11-22-2021

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. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. DiJulius. (Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

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Review Analysis: How to analyze customer & product reviews

Thematic

Product reviews are one of the most comprehensive and useful sources of insider info available, anywhere. These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. They provide a helpful benchmark to compare your offerings to the competition, showing both your strong points and areas in which you need to close the gap.

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The Creative INSIDE of SAP: Live Action Video Shows Presenters Best Demos

SAP Customer Experience

The future of work continues to evolve in practice and in conversation, crossing the divide from technology to productivity to office culture and back again. Recently, it’s even begun infiltrating the discussion on how we connect and map the customer journey. How does customer engagement equate to decision making? How.

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Delivering Excellent B2C Customer Service: 7 Best Practices

Help Scout

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel.

B2C 116
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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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Feedback Bribery

ShepHyken

To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question. At the end of a project with a customer, she sends an email requesting the customer take a short survey.

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7 Best Ways to Improve Patient Satisfaction

Zonka Feedback

Several studies show that satisfied patients who receive appropriate counseling, treatment instructions, comprehensive care, and an overall satisfactory experience, often respond positively to the treatment and experience better clinical outcomes. What healthcare providers must remember is that every positive experience can add to patient satisfaction, and thereby, the success of the hospital or facility.

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How Chatbot Contributes to the Startup Success

kommunicate

If we look at the history of businesses worldwide, customer support service was the first ‘online marketing’ that ever existed. But, providing customer support services to your customers is a challenge in itself. This is where chatbots come into play. Provide human-like customer service to your customer without needing to hire any human being. Just [.].

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5 Business Benefits of After-Hours Customer Service

Advantage Communications

When customer service is managed internally, most businesses only have agents available during opening hours and that can be a huge problem when it comes to ensuring customers are satisfied. That’s because many customers can’t call until they are off work, at which point the vast majority of businesses (and their customer service centers) are already closed.

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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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When Should You Upgrade CS Software?

Totango

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

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5 quick tips to avoid negative CX this Black Friday

Happy or Not

There’s a chill in the air, trees are bare, and the days are getting shorter. November and December, especially from Black Friday onwards, are huge months for retailers—90% of consumers celebrate the winter holiday, and plan to spend an average of $998 on items such as gifts, food, decorations and other holiday-related purchases. . We looked at our retail customer experience data from last year’s Black Friday to see what challenges customers faced while shopping on this key trading day for r

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Webinar: Get started with journey orchestration

MyCustomer

WThe European Customer Experience Organization (ECXO) in partnership with MyCustomer presents 'Getting Started with Journey Orchestration', 22nd Nov 2021. By Ricardo Saltz Gulko Managing Director.

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How to Improve Your Digital Customer Experience?

Feedbackly

Digital Customer Experience refers to a customer’s overall perception of your business based on their interactions with your business on digital platforms. It can.

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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.