The digital customer experience is changing. Is your brand on board?
NICE inContact
MAY 4, 2021
In the business world, customer experience has long been the focus of many efforts.
Sat.May 01, 2021 - Fri.May 07, 2021
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Three Steps to Proactive Customer Service
Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them.
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EX and CX: How to Optimize Both Using Employee Insights
Alida
MAY 3, 2021
Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX). Employee Experience
The Unexpected Stands Out – Especially If It’s Bad
ShepHyken
MAY 5, 2021
In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services.
The 2023 Customer Experience Management Value Index
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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.
Measuring Customer Experience: How to Collect the Right Data and Act on It
Totango
MAY 5, 2021
It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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Quick Player Insights: PA Lottery Insiders
Alida
MAY 5, 2021
In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).
5 Top Customer Service Articles of the Week 5-3-2021
ShepHyken
MAY 3, 2021
Each week I read a number of 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.
Zero Cost! How to Use Behavioral Science to Improve Your Customer Experience
Beyond Philosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business.
CXDNA Ultimate Ecosystem
CRMI
MAY 2, 2021
CXDNA Ultimate Ecosystem? Triple Crown CXDNA Ultimate Ecosystem? NorthFace ScoreBoard Award? Triple Crown Defining Metrics for Creating World Class Excellence in: Customer Service Employee Soft-Skills CEMPRO Certifica
How to Leverage the Top CX Trends of 2023
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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.
Birdeye awards: Here’s why we’re the #1 Experience Marketing platform on the market
BirdEye
MAY 6, 2021
There’s a reason why Birdeye is the #1 Experience Marketing platform on the market. We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media.
Guest Post: Personalizing Digital Customer Experience with a Live Chat Software
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized?
What Will be Your Leadership Legacy?
Russel Lolacher
MAY 4, 2021
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” ” But what does that even mean?
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Hello Customer
MAY 6, 2021
More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right.
How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX
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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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040: Starting Your Customer Service Revolution Journey
The DiJulius Group
MAY 5, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey.
6 Experience Marketing strategies for healthcare practices
BirdEye
MAY 4, 2021
Technological advances have enabled quick and seamless experiences for consumers across different industries. eCommerce sites offer 1-click shopping and same-day delivery. Ride-hailing apps allow users to find reliable transport with just the click of a button.
3 Ways Brands Can Use Agent Assist to Create Seamless CX
Conversocial
MAY 4, 2021
Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot.
Guest Post: Personalizing Digital Customer Experience with a Live Chat Software
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized?
Is Your CX Program Delivering the Results You Had Hoped?
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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.
Secondary Effects of Churn: Part 2 of 2
Education Services Group
MAY 6, 2021
In part one of this two-part series , I shared the five secondary effects of churn on your organization. I discussed the reality that churn impacts more than just your bottom line, including these very real potential consequences for your brand: 1. Perception of product becoming reality.
How to Reduce Customer Service Response Time to Avoid Lost Leads
Inbenta
MAY 7, 2021
Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset.
CSAT vs NPS vs CES: Which customer satisfaction metric is best?
delighted
MAY 4, 2021
When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). So, which is best for you?
Give Customers the Effortless Engagements They Deserve with Upstream Works for Amazon Connect
Upstream Works
MAY 4, 2021
What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact.
5 Ways to Supercharge Your CX Strategy
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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!
Revealed: The CX tech stack powering the most effective customer experience programmes
MyCustomer
MAY 7, 2021
Engagement Is this the perfect CX tech stack
Prepare Early: Scaling Up Your Customer Care for Black Friday & Cyber Monday, 2021
Advantage Communications
MAY 4, 2021
As we move through 2021, two of the most exciting shopping days are ahead of us - Black Friday and Cyber Monday.
Why Has CX Become the Cornerstone of Customer’s Growth, Success, and Loyalty? In an Interview with Nate Brown, Chief Experience Officer at Officium Labs (Part1)
Strikedeck
MAY 4, 2021
Vincent Manlapaz, in an interview with Nate Brown discusses why CX has become the cornerstone of a customer's growth, success, and loyalty. The post Why Has CX Become the Cornerstone of Customer’s Growth, Success, and Loyalty? In an Interview with Nate Brown, Chief Experience Officer at Officium Labs (Part1) first appeared on Strikedeck | Customer Success Platform. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas
4 pillars of building an Experience Marketing strategy
BirdEye
MAY 7, 2021
The Pew Research Center estimates that 85% of Americans now own smartphones. Just ten years ago, that number was at 35%.
Stay Ahead of the Game
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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!
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