Sat.Apr 06, 2024 - Fri.Apr 12, 2024

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9 Customer Experience KPIs to Track for Better Business Outcomes

Help Scout

Learn what customer experience KPIs are, plus nine we think are worth tracking for almost any team.

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DataDots and Optimove announce strategic partnership to accelerate data integration for marketing success

Optimove

DataDots, a leading provider of data support and engineering solutions, and Optimove, the first Customer-Led Marketing Platform, announced a strategic partnership to streamline data integration processes for marketers. The partnership will enable marketers to accelerate and leverage Optimove’s capabilities for personalized customer engagement and real-time marketing strategies.

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Supercharge Your Service Experience with Visuals for Maximum Impact

TechSee

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

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3 Ways AI Improves Agent Experience

Upstream Works

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways AI Improves Agent Experience appeared first on Upstream Works.

Blog 88
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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Sabio Group’s New E-Book Redefines the Role of CRM in Customer Experience Transformation

CSM Magazine

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys. The eBook – entitled “ Harnessing the Power of Salesforce ” – is a comprehensive guide that focuses on the importance of organisations having a centralised data strategy to complement any Salesforce implementation.

Books 52

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[Experience Action Podcast] Customer-Facing Employees and CX Buy-In

Experience Investigators by 360Connext

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we’re tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are?

Download 162
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This Customer Could Ruin Your Business

ShepHyken

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

2024 141
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Supercharge Your Service Experience with Visuals for Maximum Impact

TechSee

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

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Shopify Telephone Support: How BPO Services Can Help

Magellan Solutions

Hey there, fellow Shopify merchants! With over 1.75 million online stores on Shopify , excellent customer service is crucial to standing out. Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others.

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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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Predictive Customer Service: AI’s Role in Anticipating Needs

Comm100

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

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How to Power up Your B2C Marketing Strategies with Surprising B2B Secrets

C3Centricity

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 118
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Survey fatigue: What it is, why it happens, and how to avoid it

delighted

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. Surveying at the right frequency, with the right survey design, is what keeps your customers responding and free of survey fatigue.

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Customer Complaints: The Sound of Silence in Corporate Communication

The DiJulius Group

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of. Read Full Article The post Customer Complaints: The Sound of Silence in Corporate Communication appeared first on The DiJulius Group.

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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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A Positive Emotional Experience = Good for Customers, Profitable for You

Heart of the Customer

Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […] The post A Positive Emotional Experience = Good for Customers, Profitable for You appeared first on Heart of the Customer.

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How to Tap into Your Customers’ Hidden Motivations To Gain True Success

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

Books 78
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The Power of Real-Time Visibility

SaleMove

Disconnected service experiences are the root cause of many customer support woes: Real-time visibility provides a seamless solution that benefits everyone. The post The Power of Real-Time Visibility appeared first on Glia Blog | Digital Customer Service Explained.

Blog 88
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Top credit union trends: Practical guidance for navigating 2024

West Monroe

Credit unions are uniquely positioned in today’s marketplace. With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. While this impacts lower net interest margins, it fuels competition against traditional banks and highlights the differing profit pressures that credit unions face.

Banking 52
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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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Enhancing Customer Service: The Power of a Contact Center for Utilities

Call Experts

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. Today, utilities play an undeniably vital role in our daily lives. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

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The Evolution Of Customer Success In The Digital Age

Gainsight

The role of Customer Success has undeniably been one of change in the last few years. With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. Let’s explore this evolution from “traditional” C.S. to Digital CS , drawing insights from research analysts and industry thought leaders.

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How to Apologize to an Angry Customer (Tips + Examples)

Magellan Solutions

Do you know what the challenging part of a customer service representative’s role is? Pacifying an angry customer! Dealing with an irate customer is a valuable skill that each one must possess. Poorly handling the conversations and getting no resolution to their concerns can severely damage your business relationship and potentially hurt the business’s reputation.

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Top credit union trends: Practical guidance for navigating 2024

West Monroe

Credit unions are uniquely positioned in today’s marketplace. With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. While this impacts lower net interest margins, it fuels competition against traditional banks and highlights the differing profit pressures that credit unions face.

Banking 52
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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Mastering Call Handling Techniques: Elevate Your Customer Service Game

Call Experts

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Whether a seasoned professional or starting out in customer support, mastering call-handling techniques is crucial to delivering outstanding service.

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Instructional Designer vs. Customer Success Manager: Who Knows Your Customers’ Better (and Does It Really Matter)?

Gainsight

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. But how do you ensure that your customers not only get on board with your product but also leverage it to its full potential? The answer: Digital Customer Education (CE).

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The Art of Negotiation: Winning Strategies in the Real Estate Marketplace

CSM Magazine

Navigate the intricate world of real estate negotiation with strategic expertise and discover the secrets to securing lucrative deals. When mastering the art of negotiation in the real estate marketplace, understanding the importance of strategy is critical. Knowing how to navigate the complexities of deals and counteroffers can make all the difference in securing a successful outcome.

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Transformer les résultats du service à la clientèle dans le secteur bancaire grâce à l'automatisation de l'IA

Inbenta

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses. AI-powered tools represent a new opportunity for banks to encourage self-service, boost NPS, and enhance customer experience.

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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.