Sat.May 21, 2022 - Fri.May 27, 2022

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Six Reasons to Attend XI Forum Sydney 2022

InMoment XI

We are just one week away from the XI Forum Sydney on June 1st! The InMoment Team is so excited for this year’s event, which will be in-person for the first time since the pandemic hit—and we know that this is an incredible opportunity for anyone, whether you’re just starting out on your CX journey or you’re ready to shake things up. We’ve designed this all-in-one-day conference to make sure each delegate leaves with the best, most actionable information to inspire their experience program.

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68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

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Guest Post: How to Boost Customer Support Employee Productivity for Better CX

ShepHyken

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share.

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Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX

Kate Nasser

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

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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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The Employee Experience Maturity Path: How Does EX Improvement Impact Customer Behavior?

InMoment XI

This article was originally posted on CustomerThink.com. Sacagawea, a knowledgeable young Shoshone woman, successfully guided Lewis & Clark through the Louisiana Purchase territory, all the way to the Pacific Ocean. Tenzing Norgay, a Sherpa, whose backyard was the Himalayas, successfully guided Edmund Hillary on the first successful ascent of Mount Everest.

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Q&A with Wondrium: The 3 pillars of CX success

Alida

We recently sat down with Susan White Frazier, Director of Market Research at Wondrium (formerly known as The Great Courses Plus), a subscription video streaming service with thousands of courses, documentaries, and nonfiction series, to learn how they are monitoring and encouraging positive customer experience within the entire Wondrium ecosystem. Susan and her colleagues have already embraced several key strategies to deliver extraordinary advancements in brand innovation; helping to keep long

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The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

Beyond Philosophy

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.

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The Advantages of Call Screening for Your Business

Call Experts

Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . It has become much more accessible in recent years as technology has grown, and it can be beneficial for any business with a lot of phone calls coming in.

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How to Use Customer Effort Score (CES)?

Zonka Feedback

Customer Service is one of the most important aspects of the overall Customer Experience. Customer service experiences influence the direct growth of brands. Therefore, it is critical to discover factors that are important for your customers to perceive service experiences as good. According to Dimensional Research, customer service ranked number one among customers when asked about factors that influence their level of trust and loyalty to a company.

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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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Best Employee Experience Practices to Attract and Retain Top Talent

Alida

Disengaged employees can cost organizations up to $550 billion per year. Despite that, most companies today fail to create a fulfilling work culture and empower their employees to do their best work. While many have made customer experience the focus of their attention for decades, the conversation has shifted and employee experience (EX) has gained the spotlight as a primary driver of success and a defining growth factor.

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Why Your Business Needs Chatbots | The Benefits of Modern AI

Kustomer

In this episode of the Customer Service Secrets Podcast, Gabe Larsen has a heart to heart with fellow business leaders, urging them to take advantage of chatbots so their organizations will acquire and retain customers. Chatbots are also fantastic tools for lightening agent load, allowing them to tackle more complex customer inquiries. Tune in to the full podcast episode to learn more!

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10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards

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Gamification in the Wild: Giving back to build Brand Loyalty

Lithium

We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, Chris Vetrano ( ). This Khoros Titan found his passion for engagement after being inspired by the Pop Music Industry and running his own American Idol Fantasy league. Now, leading the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride sharing.

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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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Peloton’s financial troubles are a wake-up call for all companies to be vs. do digital

West Monroe

Peloton was born in the digital era and hit mainstream this decade with the right product at the right time. But nothing stays gold forever. With an unexpected drop in demand and ballooning costs, Peloton is now rushing to evolve in a turnaround effort. The road ahead will not be easy. Peloton’s 2021 shareholder return of -76 percent was the lowest of NASDAQ’s 300 Index.

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Amplifying our strategic commitments to sustainability worldwide

Clarivate

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate. Since then, we have been moving full speed ahead – remaining focused on ways we can take action faster with greater purpose, making sustainability part of our global culture and improving our measurem

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WHAT IS CUSTOMER JOURNEY MANAGEMENT, AND IS IT IMPORTANT?

inQuba

Demystifying the Next Evolution of Customer Experience. Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. It’s an ongoing practice rather than a discreet project and offers a proven solution to customer experience and profitability for the customer-centric business.

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Are You Really Confused? How You Describe Yourself is Not Seen By Others

Beyond Philosophy

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. The designation of small, medium, and large customers doesn’t reveal much about what customers want or why they are in the group they are. . Perhaps a different tack is in order.

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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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5 Frustrations Customers Have with Help Desks

Joe Rawlinson

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Inefficient or absence of customer service tools like help desk ticketing software can guarantee more customer acquisition – for your competitors!

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The Digital Tipping Point for Insurance

SaleMove

Insurance sales have been hindered by complex digital limitations. With Digital Customer Service, insurance can bring back personal experiences—online. The post The Digital Tipping Point for Insurance appeared first on Glia Blog | Digital Customer Service Explained.

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Episode 087: Mastering Employee Engagement

The DiJulius Group

Episode 087: Mastering Employee Engagement Jared Green is a speaker, author, and executive coach. He is known for bridging the gap between human engagement and organizational development through his company, Engage 365. Jared’s mission is to reimagine and redesign the employee experience with people strategies that best support business strategies. Jared’s company and his mission.

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What Coke’s Bottle Cap Innovation Reveals About What People Want

Gainsight

Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I don’t care, you choose,” you know that every decision that gets made is a tiny miracle. . Inevitably, decisions create outbursts. Product managers know this all too well.

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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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Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

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Amazing Business Radio: Michel Falcon

ShepHyken

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience?

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Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding

Thematic

Emma Glazer admits she is a little obsessive about gathering and monitoring customer feedback. It’s a fixation that comes with her job. As a marketing director at the largest online food delivery company in the US, Emma needs to understand exactly what drives the DoorDash delivery drivers. She is on a quest to grasp exactly what matters most to these drivers – or Dashers – who are her customers.

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Designing a Profitable Customer Success Framework

CSM Practice

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. . While building your Customer Success framework, you should be able to: Recognize your customer personalities.

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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