Sat.Jun 18, 2022 - Fri.Jun 24, 2022

5 Things We Learned from the Customer Experience Speakers at the Sydney XI Forum

InMoment XI

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! .

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What is a Key Differentiator of Conversational AI?


You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

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Customer Success in SaaS: A Complete Guide & Best Practices


Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.

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Good Intentions Can Be More Important Than Perfection

Shep Hyken

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .

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Discovering Successful Scripting for Your Contact Center

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

How to Write Email Survey Subject Lines That Increase Your Open Rates

InMoment XI

Microsurveys are the key to gaining the customer feedback you need to power your CX program, and many of these surveys are sent via email. The first step to receiving that survey feedback is getting your customer to open your email. .

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More Trending

Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

Education Services Group

The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose.

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The Cost of High Customer Effort

CSM Magazine

We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience?

2022 82

Community Engagement: How Citizen Feedback Can Help Local Communities


Feedback is essential for every business. The voice of a customer can help the business determine where it is succeeding and what it can improve on. Feedback not only helps companies daily but lets customers be valued contributors.

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Why do Universities & Colleges Choose Comm100 Live Chat?


Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs.

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2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

Sales Enablement Technology Decisions Just Got Easier: Introducing the Now Tech, 2022

Forrester Digital Transformation

Sales Enablement Automation (SEA) solutions equip sellers with personalized training and content to effectively engage with and meet the expectations of increasingly digital-first buyers.

2022 83

How MNOs Can Win the Game of Phones


I’m a huge fan of the HBO series Game of Thrones. I faithfully watched every episode of every season. Throughout each season, Sunday night was a much-anticipated respite for me, as I dove into the lives of enthralling characters who were beautifully written, carefully casted and artfully portrayed.

2022 83

What is Customer Success enablement?


You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight.

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Episode #22 – Fostering Compassion in the Workplace

Russel Lolacher

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace.

2022 83

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Three Ideas To Make Your Messaging A Hit With Buyers

Forrester Digital Transformation

Enticing plot, captivating characters, and spellbinding world-building are all examples of what may come to mind when thinking about what we love most in a good television show.

2022 83

Artificial Intelligence Firm ASAPP Releases New AI Transcription Service for Call Centres

CSM Magazine

ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres.

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How to Measure Customer Experience in 2022 (8 Best Metrics)


How to Measure Customer Experience in 2022 (8 Best Metrics). Haymans Tsang. Mon, 06/20/2022 - 14:38. Introduction. According to Zendesk’s 2021 Customer Experience Trends Report , 75 percent of customers will spend more to buy from a company that offers a good customer experience (CX).

2022 52

Will a Four-Day Workweek Boost EX & CX?

Heart of the Customer

Conventional wisdom holds that a great employee experience promotes a great customer experience.

2022 78

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Value Is In The Eye Of The Beholder — When It Comes To Tech’s Business Value

Forrester Digital Transformation

There’s more to ensuring that technology enables business value than meets the eye. There is no single value proposition to communicating the value of technology to stakeholders. Each stakeholder perceives value differently. Value is in the eye of the beholder.

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6 expert SEO tips for local businesses in 2022


Search engine optimization — SEO — can mean the difference between your business being found online or getting lost in the shuffle of competitors. If you’re not studying and implementing a rigorous SEO strategy, you’re simply missing out on hundreds to thousands of potential customers.

2022 75

US Consumers Rate eGain Clients at the Very Top in CX, Yet Again!

eGain Blogs

When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022 just came out. Just like in previous years, eGain clients came out on top!

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Conversational Commerce: Boosting the Impact of Your CX Toolkit


How Leading Businesses are Improving Customer Experience and Conversion Through Natural Conversations. What is Conversational Commerce? Imagine being able to have a personal dialogue with every customer (or potential customer) as they interact with your brand and try to achieve their goals.

2022 52

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

VIVA TECH 2022: From The Metaverse Hype To Green Tech Solutions

Forrester Digital Transformation

Paris was the center of innovation and technology last week. The 2022 edition of Viva Tech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections.

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What is Digital Customer Experience? The full 2022 Guide to Digital CX


What is Digital Customer Experience? The full 2022 Guide to Digital CX. Haymans Tsang. Mon, 06/20/2022 - 15:11. Introduction. Since the Covid-19 pandemic disrupted the world in early 2020, digital access has played a vital role in individuals’ livelihoods and the survival of businesses.

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The Biggest Pain Points in Using Chatbots


This article was originally published on Botium’s blog on October 6, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

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Only 28% Of Energy Bill Payers Are Clear on What They Are Paying Providers For

CSM Magazine

New report finds evidence of almost half (46%) of respondents do not feel loyal to their current provider. In addition, 37% of customers are looking to their provider to give advice on managing their energy as cost-of-living crisis deepens.

2022 52

How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.