Sat.Feb 26, 2022 - Fri.Mar 04, 2022

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How Targeted Surveys Help Improve Your Customer Experience (CX)

InMoment XI

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

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Expert Tips to Effectively Generate and Utilize Actionable Customer Insights

Alida

In 2020, every person generated 1.7 megabytes per second. And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience.

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Never, Never, Never Be Late

ShepHyken

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.

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Key Retail Trends Right Now: Delivering Seamless Customer Experiences

CSM Magazine

The trading environment in the past year has been challenging for retailers and has also reinforced the opportunity for retailers to completely rethink their operations to deliver seamless customer experiences. Carmen Carey, CEO of Sorted , explains. What’s become clear is that customers hold the power. Brands need to be aligning to the preference of the consumer, not the other way round.

Retail 97
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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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When CX Value Is Hard to Find: 3 Truths You Need to Hear if Your CX Program Isn’t Moving the Needle

InMoment XI

Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” Whether it’s an inability to prove CX value or a lack of recognition for your improvement efforts, it’s a scary realization to have. At the same time, it’s also an opportunity for you to reassess and, more importantly, transform. The beginning of a true CX transformation journey starts with facing the reality that your old ways of approaching experiences might not be the best—and bein

Fashion 493

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Top 5 Customer Success resources

ChurnZero

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. All of these things are hard. That’s why its useful to look to others in the industry to provide advice and resources to guide you along the way.

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AI Conversation Simulation for High-performing Customer Service Agents

CSM Magazine

A key to retaining your existing business, growing your brand, and attracting new business is keeping your customers happy. Brian Tuite of Zenarate reveals new technologies that will help improve customer service. HubSpot says 80 percent of customers reported that they have stopped doing business with a company due to a poor customer experience. Customer service agents are a company’s most important asset to keeping customers pleased.

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Diagnosing And Improving Employee Connection To Company Culture

InMoment XI

This article was originally posted on CustomerThink.com. Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 260
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B2B Customer Service vs. Customer Success

Totango

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model.

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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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5 ‘Non-Tech’ Insights and Takeaways From the 2020 GameChanger Podcast

Gainsight

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcasts. Adam was joined by several guests from all over the world and all professions, from entry-level CS to CEOs. They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. But as the COVID-19 pandemic entered the scene, Adam was moved to explore more diverse subject matters that were topical, such as mental health, family

2020 97
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4 Roads Transforms Knowledge Sharing Capabilities for Institution of Engineering and Technology (IET) 

CSM Magazine

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. The Institution of Engineering and Technology is a professional engineering institution which provides support and encourages the exchange of ideas between the global engineering community.

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How Customer Success can use a force field analysis to drive change (in 5 steps)

ChurnZero

If you’ve clicked through to read this article, then you’re probably wondering, “what the heck is a force field analysis, anyway?” Though it sounds like the stuff of science fiction, we can assure you that a force field analysis has many practical applications that are firmly based in our current reality. So, while this article won’t tell you how to build a force field – sorry to disappoint, there’s a reason we’re in the SaaS business and not modern physics after all – it does share how Amy Mann

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How eLearning Solves Your Contact Center’s Training Challenge

Playvox

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. New hire training is typically thorough enough to get agents up and running, but what about ongoing training that reinforces skills and keeps contact center agents aligned with business goals?

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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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This is the Best Kind of Smile – Tip #38

Steve DiGioia

Ladies and gentlemen don’t speak ill of their competition. That’s not how it was done years ago, and they refuse to do so today. Competition is a healthy part of business; it makes you better, stronger – just as with most other hardships. Have a Reason to Smile. When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival.

Blog 89
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How to Avoid Marketing Mistakes That Impact Your Bottom Line

Brandwatch CX

A few years ago our then-intern (and now Product Marketing Manager) Phill Agnew was let loose on our Brandwatch Twitter account. At the time we were promoting a guide on community management, and he took a rather interesting approach on the wording of the social post. We awoke the day after promoting the guide to a number of angry replies, accusing us of being rude and disparaging.

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Chatbots vs. Humans: Which One Should You Choose And Why?

kommunicate

Last Updated on February 26, 2022 Customer service has always been important, but as the economy becomes more competitive, it is even more important that clients have a smooth interaction with your company. That’s the only way to retain customers and continue to grow in this economic climate. Making sure customers have an amazing interaction [.]. The post Chatbots vs.

2022 119
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Guest Post: Deliver a Total Customer Experience

ShepHyken

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level.

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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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Influencing Desirable Customer Behaviors Through Experience Management

Doing CX Right

Howard Tiersky, author of Winning Digital Customers, shares how to drive customer behaviors, earn their love and emotional commitment to maximize your competitiveness. The post Influencing Desirable Customer Behaviors Through Experience Management appeared first on Doing CX Right.

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[Titans] Don’t Forget the Cheerleaders! How to Win Over Internal Stakeholders

Lithium

A few weeks ago, I had the opportunity to watch my niece’s cheerleading championship. First, these are frightening to watch when someone you love is ‘in the game’. The tosses, flips, and catches keep you at the edge of your seat with ‘91’ punched into your cell phone. Second, you realize very quickly the power of having someone on your side, shouting out your name, and proudly sporting your colors.

Sports 98
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5 Things We Learned About Digital Customer Success from Sitecore

Gainsight

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends. But doing that at scale isn’t for the faint of heart.

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5 Top Customer Service Articles of the Week 2-28-2022

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. It’s Time to Change How We Build Companies & Brands by Chris Malone. (Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships.

2022 69
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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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Which Are Superior: Triggered Cross-Channel Campaigns or Single-Channel?

Blueshift

Trigger-based marketing is kind of a big deal — which is why it was the focus of Blueshift’s benchmark report last year. As opposed to batch sends, triggered campaigns allow marketers to tailor communications to customers based on real-time data. The post Which Are Superior: Triggered Cross-Channel Campaigns or Single-Channel? appeared first on Blueshift.

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4 Price Myth Busters

The DiJulius Group

What is a price myth buster? It is the false assumption of industries, companies, leaders, and their employees that they are losing existing and potential customers due to lower prices. The following are four excellent examples of price myth busters. Price Myth Buster #1 Don’t ask the Customers what they want, give them. Read Full Article. The post 4 Price Myth Busters appeared first on The DiJulius Group.

Article 98
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4 Tips to Transform Customer Experience With Hunter Schoettle

Kustomer

In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Hunter Schoettle from PatientPop to uncover the four secrets to transforming the customer experience. PatientPop offers customer support to private healthcare practices and Hunter’s team is able to handle every aspect of CX with these four helpful tips. Listen to the podcast below to find out how you can transform your customer experience.

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Amazing Business Radio: Chris Wallace

ShepHyken

Does Your Frontline Team Believe in Your Brand? The Gap Between Your Marketing Message and Frontline Teams. Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams.

Brands 64
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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.