Sat.Aug 29, 2020 - Fri.Sep 04, 2020

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It’s the Journey That Matters: Improving Customer Experience and Loyalty

Storyminers

Loyalty 105
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12 Quick and Easy Engagement Automations for Customer Success

ChurnZero

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants.

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Resolving Customer Service Complaints – How to Reduce Repetition & Agent Handoffs

Comm100

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?

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How to Deliver a Seamless Customer Experience in the New Normal

GetFeedback

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.

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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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5 New Rules Guaranteed to Build Trust

Beyond Philosophy

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. 1.

Banking 156

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3 challenges in improving patient experience and satisfaction

Alida

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.

Retail 147
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Enlist a Volunteer CX Army

Heart of the Customer

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives. We’re not yet ready to share the […]. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.

Customers 117
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Are Your Project Teams Professionally Inclusive or Exclusive?

One Millimeter Mindset

When’s the last time you considered whether your project teams are professionally inclusive or exclusive? Probably something you assume you are doing, but may not be doing at all. Of course you look for representative expertise in a variety of professional functions you deem important to the project. However, is there an intentional, or unintentional, professional homogeneity and familiarity created in the team selection process?

Workshop 118
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5 New Rules Guaranteed to Build Trust

Beyond Philosophy

5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics 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. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t?

Banking 158
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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3 challenges in improving patient experience and satisfaction

Alida

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.

Retail 130
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How to reframe the banking experience: Defining the new norm for banking contact centers

Talkdesk

Many financial institutions have been around for over 100 years and have survived depressions, recessions and two world wars. At some point, we feel they can survive any emergency. However, the COVID-19 pandemic is forcing us to rethink how financial institutions will endure this sudden change and what the new normal will be. Accelerating the seamless digital journey.

Banking 114
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The Essential Guide to Digital Customer Engagement

Ecrion

How to Boost Digital Customer Engagement | Measuring Digital Customer Engagement. It’s 2020 and we are living in the digital age. Is your company up to speed? 70% of businesses have a digital transformation plan in place. If you’re not one of them, you’re behind the times. Customer engagement has always been a key element of any business marketing strategy.

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How are Companies Adapting Customer Support Due to COVID-19?

ViiBE Blog

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. They have experienced higher levels of success despite the challenges presented during the crisis.

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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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How To Create A Product Roadmap: An Essential Guide To Successful Product Planning

SurveySparrow

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! Product roadmaps are an essential aspect of product planning & strategizing.

Roadmap 96
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Yelp Fact Sheet: Stats Your Business Needs to Know

ReviewTrackers

Facts and Figures About Yelp. Yelp is one of today’s most popular online review sites, with the unique power to influence purchase decisions and consumer behavior. Founded in 2004, it has also become one of the top digital platforms for businesses looking to improve their online reputation, enhance their search engine visibility, engage with potential and existing customers, and drive more people to their business locations.

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Collaborative Learning Is A Major Benefit Of Virtual Training

Integrity Solutions

With people working remotely and dealing with professional and personal stresses alike, leaders are recognizing the value of collaborative learning. Investing in the workforce and keeping people engaged and growing is an effective way to walk the talk of those repeated value statement phrases about people being a company’s most important asset. by Steve Schmidt.

E-support 124
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15 Customer Self-Service and Experience Stats To Know (2020)

Vanilla Forums

To remain a top choice for your customers, you need to be informed. You need to know what your customers want (and don't want!) and use this information to ensure that you're creating the best customer experience possible. To help you understand the needs and attitudes of your customers, we've conducted some research on the importance of customer self-service support , and have explored the role that it plays in shaping buying decisions.

2020 120
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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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Turning a crisis into an opportunity: greener and more sustainable contact centres

Eptica

Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Published on: September 03, 2020. Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive COVID-19 has led to millions of people rapidly switching to home working, including those who traditionally commuted to contact centres.

2020 74
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Interpreting the Voice of the Customer

Customer Enthusiast

Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes from a variety of sources, including: Surveys (internal and external/third-party) Online reviews (TripAdvisor & Yelp together host >750M consumer reviews) Support tickets Facebook comments (5 billion per/mo.

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Making Informed Predictions Around Emerging Trends

NetBase

At this point in the year, the one trend that has remained steady is this: anything goes. As some trends moved to the back burner and new ones came on unexpectedly, brands have had their hands full making informed predictions around emerging trends. We’ll explore why brands shouldn’t get complacent in their market research with a focus on: Ways in which 2020 predictions where a bit off.

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How to Get Started With a New Customer Success Platform

ClientSuccess

You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. .

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Entrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Be

McorpCX

Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market—because if you haven't identified a specific need and aligned your offerings to meet it, you have little chance of success.

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The Importance of Contextualizing Realtime Player Marketing – Part II

Optimove

Did you know that gaming operators who combine realtime marketing with historical player data provide their players with a contextual and unified experience – that increases player value by 40% and reactivation by 4X? In the first part of this mini-series , we spoke about increasing engagement by customizing big win messages. Here we will turn our focus to improving adoption by cross-selling to mobile.

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3 EdTech Trends to Consider When Creating Next Years Business Strategy

Gainsight

Gainsight is fortunate to help bolster the performance of many EdTech companies. When tasked with finding even more ways for Gainsight to serve companies better in this unique industry, I started by learning about the current Edtech landscape and the multiple future projections. The impact of COVID-19 on the EdTech space surfaced three recurring themes that companies should consider when planning their business strategy for next year: .

2020 98
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Top 5 Reasons Tech-Touch Customer Success Solutions Are a Win-Win

Totango

You can deliver more value in one targeted message than you can in an entire afternoon of aimless conversation. That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

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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.