Sat.Oct 05, 2019 - Fri.Oct 11, 2019

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Make Customer Experience Development as Important as Product Development

Customer Bliss

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.

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How to Calculate the ROI of Customer Experience

GetFeedback

This guide will teach you how to quantify the value of your CX initiative through a step-by-step process of calculations.

ROI 270
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Three Customer Experience Details Most C-Suite Leaders Overlook

Experience Investigators by 360Connext

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person. I didn’t want this leader to feel like I was condescending.

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Creating a collaborative contact center culture

TechSee

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.

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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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Regence Gets a 360 View to Improve Member Experience

Alida

The foundation of an excellent healthcare experience is the ability to repeatedly connect with consumers and their families. This connection needs to be transparent, consent-based , and ongoing to uncover insights that allow teams to validate ideas, develop programs, and continually iterate and improve.

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Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience

ShepHyken

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. Years ago, while writing my book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary , former Starbucks CEO Howard Schultz shared that “we aren’t in the coffee business serving people, but in the people business serving coffee.

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Five Things CEOs Want Their Sales Leaders To Know

Integrity Solutions

When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO. But it’s not just because the sales organization is out there closing deals. The CEO knows salespeople are the ones on the front lines, talking to customers and prospects, gaining insights about the competitive landscape and pick

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We knew we were #1 at what we do. Nice to know that a top IT analyst firm agrees!

eGain Blogs

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised. After all, we are a pioneer with more than decades of experience in both those spaces, and we lead the industry in the breadth and depth of supporting digital channels such as m

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Service is a principle, not a campaign

Customer Enthusiast

This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas to honor customers for one […].

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Showing Up On Time

ShepHyken

When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser. I like to make everyone happy. Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else.

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Why Positive Customer Experience Increases Customer Retention

NICE inContact

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a creature of habit? Probably.

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Customer Journey Mapping

Call Experts

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map.

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Customers Need to Trust We Will … | #CustServ National Customer Service Week

Kate Nasser

We ask customers to do something hard -- trust us. So remember customers need to trust we will do the following. By Kate Nasser, The People Skills Coach™ | Customer Service | Customer Experience | Leadership | Teamwork. The post Customers Need to Trust We Will … | #CustServ National Customer Service Week appeared first on KateNasser.com.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Amazing Business Radio: Sam Lessin

ShepHyken

Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up.

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3 Ways to Prevent AI from Becoming Creepy

Interactions

Last week in our podcast , host Jim Freeze interviewed Gabriel Skantze, a professor at KTH Royal Institute of Technology, about social robots and making AI approachable for humans. While the discussion was mainly based around robots, we decided to write about how the same principles could apply to AI automation. It’s no secret that AI can be an unsettling topic for humans.

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National Customer Service Week 2019: The 3 key factors behind successful customer service

Eptica

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October.

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Personalised Customer Journeys: Lessons from a Small-town Grocery Store

NICE inContact

Growing up on a tobacco farm in Canada, summers weren’t a time for fun in the sun — they were a time for sweat and hard work! And while everyone in the family pitched in, no one had more to do than my mom. Each summer, Mom cooked three meals a day for a dozen burly, ravenous farm workers—plus our own family of six. On top of all the meal prep, cooking and clean-up, she also had to take care of a huge garden, tons of animals and four kids — leaving her with little time for grocery shopping.

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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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We knew we were #1 at what we do. Nice to know that a top IT analyst firm agrees!

eGain Blogs

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised. After all, we are a pioneer with more than decades of experience in both those spaces, and we lead the industry in the breadth and depth of supporting digital channels such as m

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Your Organization Is An Experience Factory

Experience Matters

Experience Management (XM) isn’t just important, it’s the primary function of every organization. Why? Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters.

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How To Be A Great Relationship Builder

The DiJulius Group

*The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age AVAILABLE October 8, 2019. 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. Read Full Article.

2019 87
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What is After-Call Work (ACW) and Why is it Important in Outsourced Customer Service?

Advantage Communications

Today’s business world is saturated with competition. That’s why the customer experience (CX) is one of your organization’s biggest assets when it comes to satisfying your customers and creating a loyal customer base. In fact, research from Microsoft found that 54 per cent of all global consumers have higher customer service expectations than they did just one year ago.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in last 15 years combined.

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Burning Questions: What is the Best KPI for Measuring CX? [VIDEO]

Oracle

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. Hear what the CX leaders have to say in our video interviews and read their quotes below.

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5 Reasons Consumption-Based Customer Success Is Different

Gainsight

Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.”. The myth of the unique business model. Maybe you’ve heard this from your clients and partners as well. And it makes sense—you have the closest view of your company to see all the intricacies and idiosyncrasies.

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Beyond Chatbots: How To Use AI to Build a Better Customer Experience

Solvvy

Artificial intelligence is awesome when it comes to asking Alexa what time the latest Disney movie is showing at your local cinema this weekend, or finding out whether to wear an extra layer when you head out of the house. Virtual assistants have become commonplace for supporting day-to-day life with simple tasks, such as adding a calendar reminder for a meeting, converting cups into pints, or navigating to the nearest coffee shop.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.