Sat.Dec 02, 2023 - Fri.Dec 08, 2023

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Your Guide to Managing and Measuring Customer Experience KPIs and Metrics

InMoment XI

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers.

Metrics 260
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[Experience Action Podcast] Balancing Humans and AI in CX

Experience Investigators by 360Connext

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered exp

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Best Customer Experience Books 2023 in Digital Data, Design and Centricity

eglobalis

Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.

2023 129
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Win the Customer, Not the Argument

ShepHyken

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

Workshop 144
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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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Which Is The Better Customer Experience in 2024? AI or People?

Beyond Philosophy

I love the phrase, “None of us are as clever as all of us.” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. Just click here to learn more and submit. To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint.

2024 88

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True Personalisation is Unworkable for Customer Experience

eglobalis

True Personalisation is Unworkable for Customer Experience The post True Personalisation is Unworkable for Customer Experience appeared first on Eglobalis.

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Top strategies to boost your corporate reputation management

BirdEye

We live in a world where one tweet, review, or post can tip the scales for your brand. And, as a Birdeye survey points out, about 92% of people read at least two reviews before choosing a business. So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

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The Ultimate Guide to Choosing Customer Support Software

Team Support

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.

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Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?

Beyond Philosophy

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? I often say, “None of us are as clever as all of us.” However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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How Any Business Can Adopt a Hospitality Mentality

ShepHyken

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry. A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time.

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Inbox to impact: Follow-up email examples + templates to try

BirdEye

Effective communication is the lifeline of business relationships. Email continues to be a dominant communication channel, with 73% of businesses relying on it for important announcements. In fact, 38% regard email as their most effective means of communication. But we’ve all dealt with the frustration of unreturned emails and missed connections.

Demo 104
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Using AI to Delight Your Customers With More AI (Authentic Interactions)

C3Centricity

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Over the past year, the AI landscape has witnessed a significant shift from AI versus AI competitions to AI working in collaboration with AI.

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One of The Biggest Mistakes Made Today Is Confusing Inertia With Loyalty

Beyond Philosophy

During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia.

Loyalty 88
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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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Harmonizing sales and CS to drive revenue growth and deliver value (Part 2)

Totango

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can d

Sales 90
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3 Approaches to Drive Adoption of Instant Payment Technologies

SaleMove

Financial institutions want to successfully drive adoption of instant payment technologies. Here are 3 ways to do that with the right interaction platform. The post 3 Approaches to Drive Adoption of Instant Payment Technologies appeared first on Glia Blog | Digital Customer Service Explained.

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Three Customer Engagement Use Cases to Get the Most Out of Feature Flags

Braze

Seamless doesn’t mean effortless—personalization requires cross-functional collaboration, the right customer data, and plenty of variable testing. Luckily, Braze Feature Flags can cover all of the above—from one interface.

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Unwrapping Customer Loyalty: How to Drive Retention After the Holidays 

Optimove

Why It Matters: Understanding the dynamics of customer behavior is the key to creating Customer-Led Marketing strategies that drive retention. By focusing on factors such as initial purchase quantity and efficient return management, you can enhance the customer experience and cultivate lasting relationships that extend well beyond the peak holiday shopping season.

Loyalty 75
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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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Linking ESG Programs to Corporate Financial Performance: An Econometric Analysis Approach

CSM Magazine

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP). In the contemporary corporate landscape, a notable 90 percent of ESG-focused respondents prioritize the environmental aspect, while 52 and 60 percent

Financial 105
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4 Gold CX Metrics for CX Leaders

ClearAction

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Precedents for this approach include fitness, student performance, and most things in life. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.

Metrics 62
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Has Tipflation Reached a Tipping Point

The DiJulius Group

HAS TIPFLATION REACHED A TIPPING POINT Yes, I am jumping on the tipping bandwagon. Everyone is doing it. Not only has the average tipping percentage increased dramatically, but who we tip has expanded. It appears more people and businesses are requesting and expecting a tip these days. It doesn’t matter if you are picking up. Read Full Article The post Has Tipflation Reached a Tipping Point appeared first on The DiJulius Group.

Article 98
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Creating Customer-Centric Videos: A Step-by-Step Guide

SurveySensum

Do you know that 73% of consumers point to customer experience as an important factor in their purchasing decisions? So, it’s actually not just about the product itself; the overall customer experience plays a pivotal role in influencing their decision to return and make additional purchases. It should go beyond providing a transactional exchange and extend into creating a seamless, positive, and memorable interaction at every touchpoint.

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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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How to create an inspired workforce: Evaluate

Customer Enthusiast

This post is the seventh in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to support leaders, managers, and supervisors in this effort. In summary, the first six steps are 1.

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Top 5 Customer Service & CX Articles for Week of December 4, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Avoid Your Cx Initiatives from Being Another Flavor of the Month by Nicole Paul (John DiJulius) You’ve spent months executing a new initiative to help streamline things for your team.

Article 57
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How Generative AI Stands to Supercharge Customer Service and Support in 2024

CSM Magazine

Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Almost every organization is evaluating generative AI (GenAI) solutions and trying to figure out how to leverage the technology to drive business value today, rather than waiting for the future.

2024 59
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Unlock the Potential of Rich Data and Gen AI: Elevate Your Marketing 

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). But the use cases go beyond (though inclusive of) copy assistants and image generators.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.