Sat.Jun 04, 2022 - Fri.Jun 10, 2022

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How Two Companies Leveraged a Customized Social Listening Solution to Gain Game-Changing Insights

InMoment XI

Many organizations are drowning in pools of untapped social data. Why? Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play.

Insights 492
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3 Costly Points of Failure in Omnichannel Customer Experience and How to Fix Them

TechSee

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact compared to live channels which cost an average of $8.01 per contact. However, current technology solutions are not meeting demand.

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Helping AI Help Agents: A Better Way to Use AI Applications in the Contact Center

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company.

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A Lesson from Michelangelo: Details Matter

ShepHyken

I don’t know if it’s true, but it doesn’t matter. This is a great story with a great lesson. . Michelangelo was standing on his scaffold as he worked on painting a tiny leaf on the ceiling of the Sistine Chapel. A colleague looked up from far below and shouted, “Why are you so concerned about painting that little leaf? Nobody from this distance will ever know.” .

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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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How Would You Rate Your Experience? A Primer on Transactional Surveys

InMoment XI

Surveys are one of the most direct and effective means of gathering insights. They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand. To make this process as efficient as possible (and to make it simpler for companies to source different kinds of feedback), several types of surveys have emerged over the years that make it easy to focus on customers’ opinions about transactions, brand relationships, and the like.

More Trending

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Activate ‘22: A Lesson From Cryptocurrency: CX in New Markets

Alida

Customer experience (CX) development can sometimes seem like you’re doing all the same things as everyone else, just walking in the footsteps of all the brands that came before. That can be comforting because it means you’re not the only one facing challenges—but you may also find yourself feeling stifled. How can you bring something new to a conversation that has been going on for decades?

Marketing 130
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The Antidote to Rising CACs is Right Under Your Nose

Optimove

The term “paradigm shift” was introduced by the American philosopher of science Thomas Kuhn. In his 1962 book, “The Structure of Scientific Revolutions,” Kuhn argued that there are two kinds of scientific change: incremental developments and scientific revolutions. According to Kuhn, revolutions happen when a new theory in a particular field is proved and established, forcing all the people who subscribed to the old theory to change their perspective.

Fashion 105
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How Modern, AI-Driven CRMs Power Intelligent Customer Experiences

Kustomer

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change.

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Is The Move to Self-Service Better For Your Organization Or The Customer?

Beyond Philosophy

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.

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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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3 Takeaways from Field Service USA 2022

TechSee

Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven. From delayed parts, and service technician skill gaps, to a shortage in electricity wattage, and a too-narrow hallway – it all led to a lot of headaches and long baking hiatus at the Saucier House.

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Zillow for realtors: The ultimate guide to success your local market

BirdEye

The majority of home buyers start their home buying journey using online search – and according to the National Association of Realtors, 81% of buyers don’t even contact a real estate agent until they’re ready to buy. As a realtor in a hyper-competitive market, how can you make sure that buyers turn to you when they’re prepared to make an offer?

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How to Scale Your Recurring Revenue Model

Totango

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. At the recent Technology & Services Industry Association (TSIA) World Conference, Totango’s President & COO Jamie Bertasi and Aruba’s Head of Customer

Webinar 88
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Episode #20 – Communication Technology Pros and Cons at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. A few reasons he is awesome – he’s the Senior IT Customer Support Manager for First American Title – leading the technical/customer support to their employees, he’s served on the board of directors for HDI , a professional association supporting technical and service management industry, and fun fact – keynote speak

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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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Are Your Clients Prioritizing Absolutely Everything?

One Millimeter Mindset

When clients are prioritizing absolutely everything, no crystal clear and actionable target emerges. It’s like the clients go to an all-you-can-eat, no limits buffet. They keep piling stuff onto their plates. Yet they are neither interested in the food nor hungry enough to eat what they choose. When you allow clients the freedom of prioritizing absolutely everything, you do yourself a great disservice.

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8 easy steps for Google Maps optimization

BirdEye

Google Maps optimization needs to be a major part of your marketing strategy if you want local customers to find your business. Standing out on Google Maps can set you apart from competitors, but your listing won’t be a top search result if doesn’t include your specific location. Taking advantage of Google Maps optimization can help increase your SEO ranking and attract new customers.

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Time for a Reset on Net Promoter Score (NPS)

SaleMove

Many leaders don’t understand NPS as well as they ought to. We explore three common misnomers leaders have about Net Promoter Scores. The post Time for a Reset on Net Promoter Score (NPS) appeared first on Glia Blog | Digital Customer Service Explained.

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5 Top Customer Service Articles of the Week 6-6-2022

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. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. (The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience.

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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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Five Coaching Tips For Contact Center Agents that Work

Playvox

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent coaching has long been a method for improving contact center performance and the customer experience.

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Tips for Navigating Your Customer Success Career Path

Totango

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Director of Customer Success Robyn Fernandez spoke with three CS executives, including Swiftly’s Chief Customer Officer Maranda Dziekonski , Egnyte’s Manager of Customer Success Naomi Hawn , and SentinelOne’s Vice President of Customer

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The Power Of Influencers To Get New Customers

Doing CX Right

Neal Schaffer, Sales and Marketing expert, reveals the best-kept secrets to identifying, approaching, and engaging valuable influencers who help you elevate your brand and get new clients. The post The Power Of Influencers To Get New Customers appeared first on Doing CX Right.

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Get Your Chatbot GDPR-Ready with Automated Testing

Cyara

From the corner office to a customer service agent’s cubicle, one word is filling the airwaves: chatbots. Chatbots are at the top of the wish list for European leaders as varied as chief digital officers, vice presidents of mobile and web capabilities, and customer experience (CX) and contact center leaders. When done well, chatbots offer a magic elixir of high-functioning self-service, a streamlined customer service experience, and lower costs.

2028 67
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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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How to Train Your Employees to be Great at Relationship Building

The DiJulius Group

There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming at a significant cost. The cost is weaker human relationships that are vital to customer experiences, employee experiences, and happiness. Focusing strictly on a digital. Read Full Article.

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Amazing Business Radio: Ian Johnston

ShepHyken

The Smart Shopper and the Value Gap. How to Design Experiences that Exceed Your Customer’s Expectations. Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.

Retail 64
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MYC'D UP WITH CX LEADERS episode 5: Craig Antonucci, chief experience officer, Autocar Trucks

MyCustomer

"Understanding customers doesn't have to be hard" Chris Ward. Tuesday, June 7, 2022 - 08:26. Branding. Customer experience management. Voice of the employee. MYC'D UP WITH CX LEADERS episode 5: Craig Antonucci, chief experience officer, Autocar Trucks. Craig Antonucci, the chief experience officer of Autocar Trucks - North America’s oldest surviving truck and vehicle brand.

2022 70
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Get Your Chatbot GDPR-Ready with Automated Testing

Cyara

From the corner office to a customer service agent’s cubicle, one word is filling the airwaves: chatbots. Chatbots are at the top of the wish list for European leaders as varied as chief digital officers, vice presidents of mobile and web capabilities, and customer experience (CX) and contact center leaders. When done well, chatbots offer a magic elixir of high-functioning self-service, a streamlined customer service experience, and lower costs.

2028 67
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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.