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

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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! . We heard from award-winning customer experience speakers from some of Australia’s biggest brands—Craveable Brands, The NRMA, Rest Super, Foxtel, and JAX Tyres & Auto—not to mention two of InMoment’s global l

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Contact Center Technology in Your RFP: You’re Asking the Wrong Question

BlueOcean

Just a few short years ago (say, 2014 or 2015) when it came to technology, outsourcers were happily touting the cost benefits of their telephony platforms and on-prem systems, showing prospective clients how, instead of having to invest in and maintain their own IT infrastructure, it was a real value add to the client to be hosted on their partner’s telephony platform.

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Good Intentions Can Be More Important Than Perfection

ShepHyken

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.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.

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What is a Key Differentiator of Conversational AI?

Solvvy

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. But the relevance of that answer can vary depending on the type of technology that powers the solution.

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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 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. . When it comes to open rates, your email’s subject line is more important than you might think it is. Two helpful email stats drive this point home: 69% of recipients will look only at the subject line before flagging an email as spam. 47% of recipients decide to op

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5 Rules for Effective Customer Research That Make A Difference

Beyond Philosophy

Podcast Summary. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy.

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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? Depending on your team and the products you support, your challenges may be different.

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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. My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set up canopies at what appears to be the bungee jump site. We get about 200 feet onto the bridge before Jenny lets go of my hand—apparently, I’m too clammy, but more importantly…why isn’t she?

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What is Customer Success enablement?

ChurnZero

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. That’s why we’ve put together this guide to not only define Customer Success enablement but also outline the key tenets of the term and share some best practices for creating an impactful Customer Success enablement initiative.

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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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Why do Universities & Colleges Choose Comm100 Live Chat?

Comm100

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. Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this.

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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! These are not subjective awards—they are based on quantitative data gathered from tens of thousands of consumers on the customer service experiences of leading brands.

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Strategies for Creating a Recession-Proof Business

Integrity Solutions

It’s the “r” word no one wants to utter, but many experts worry that a potential recession could be looming somewhere out there on the horizon. While the data doesn’t suggest a major downturn is imminent, and things like strength in the labor market and financial system could fend it off entirely, there are numerous warning signs that have economists cautioning that “the economy faces headwinds.” And for many salespeople it will be the first recession theyR

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Community Engagement: How Citizen Feedback Can Help Local Communities

Opinionator

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. Community government, though not a traditional business, benefits from community insights in exactly the same way. Citizens […].

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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.

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NFTs: Join SAP in Reinventing Business Models and Deepening Customer Relationships

SAP Customer Experience

Currently we are hosting a Customer Engagement Initiative regarding this topic. If you are interested to join us, please register here. Non-fungible tokens (NFT) are digital assets handled by smart contracts on a blockchain that can represent a verifiable ownership certificate for digital or physical assets, like art, licenses, in-game.

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Amazing Business Radio: Christine Churchill

ShepHyken

The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways: Customers are smarter than ever before.

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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. A few reasons she is awesome – She is the president of Liz Kislik Associates LLC for 3 and a half decades – offering management consulting, executive coaching and other services to help organizations grow (including American Express, Girls Scouts and Staples).

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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. “ASAPP has a dedicated team of natural language processing (NLP) and speech researchers who are advancing state-of-the art in automatic speech recognition (ASR) and task-oriented dialogue,” said ASAPP Chief Scientist Ryan McDonald who previo

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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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Communication Service Providers: 4 ways to increase customer loyalty and retention with an IVA

Interactions

Gartner’s Top Technology Trends for CSPs in 2022 highlights how Communication Service Providers’ (CSPs) customers are increasingly pushing for consistency and quality of experiences across the customer journey and life cycle, regardless of what channels or services they use. With consumers demanding better customer experience, it’s no surprise that CSPs are investing in customer experience strategies to increase retention, growth and loyalty. .

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Most Popular Customer Feedback Questions

Feedbackly

Customer feedback helps businesses view their brand from a customer’s perspective. You get a better understanding of the strengths and pain points through them.

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5 Rules for Effective Customer Research That Make A Difference

Beyond Philosophy

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven. Customer research should be a priority every year. So, today I am covering the 5 Rules for Effective Customer Research That Make a Difference.

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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. That – combined with a growing body of evidence that the traditional 40-hour workweek may not be the most effective or healthy model – has inspired me to institute a four-day workweek for all Heart of the Customer team members. [Insert blaring […].

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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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6 Ways to Spice up Your Customer Journey Map

CSM Magazine

How to add meaning to your CJM by using visual materials, colors, and even emojis. Who wouldn’t want to get into other people’s minds once in a while? Especially if those other people are customers and you are a seller or service provider. Since it’s not OK to grab your customer by the sleeve and demand them to tell all, we are lucky to have a methodology called customer journey mapping.

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Will Your Customer Service Strategy Survive Against the Competition?

West Monroe

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. But forming a competitive strategy doesn’t need to be complex or require Ivy League consultants. Alignment among executive leadership is one of the most critical components for successful service transformation.

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IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio

Quadient

IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio. Marissa Feigen. Wed, 06/22/2022 - 16:53. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Consumers expect frictionless experiences that are timely and relevant, yet many organizations struggle to meet this standard, especially in an omni-channel world of increasingly diverse channel preferences. .

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Conversational Commerce: Boosting the Impact of Your CX Toolkit

inQuba

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. This is already a reality. Conversational commerce refers to personalized, natural conversations between the customer and the business while the customer is trying to achieve something.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the