Sat.Dec 12, 2020 - Fri.Dec 18, 2020

3 Leadership Principles to Help Advance Your Employee and Customer Experience

Customer Bliss

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. .

What Can the CX Tech Stack Do for You?

Heart of the Customer

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way.

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7 Predictions To Include in Your Customer Success Strategy for 2021


2020 has been a year filled with unique circumstances. While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe.

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Customer experience in 2021: Which trends are here to stay, according to top CX leaders


COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Customer Experience Planning Questions for a Brighter Future

Experience Investigators by 360Connext

Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.

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More Trending

The dynamic duo: TechSee and Salesforce power ahead to drive digital transformation


Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations.

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5 Top Customer Service Articles For the Week of December 14, 2020


Each week I read a number of 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. The 6 Top Customer Experience Trends in 2021 by Julien Rio.

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The CX stakes are rising in financial services and insurance


As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets.

3 Reasons Your Organization Needs Digital CX in 2021

Upstream Works

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

7 Examples of What Businesses Can Achieve with Better Natural Language Processing


Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it.

Customer Service Lessons From the Best Unknown Companies


I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries.

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New Trends in Customer Success You Need to Know About


Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

2020 78

What our data is telling us about how retailers can reduce holiday return volume


A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Hero Digital partners with Makers + Mentors Network to help prepare 21st century students for STEAM careers

Hero Digital

Whether it’s designing the first habitats for colonizing Mars or solving more down-to-earth problems like pollution and poverty, the future abounds with unlimited potential for humanity.

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Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy


This week we feature an article from Joseph A. Michelli , Ph.D., C.S.P., speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. It’s hard to remember those “good old days” before COVID-19.

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Why Customer Success Is So Important and How to Promote It


Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

2020 78

The Best Customer Experience Content from 2020

The DiJulius Group

The results are in! The DiJulius Group top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team.

2020 65

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger


This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.”

Amazing Business Radio: Gabriele Masili


Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft.

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What Is Customer Analytics, Why It Matters, and How It Works


Source. If you want to thrive in this competitive SaaS world, then the importance of understanding customer behavior can hardly be overemphasized. Customers are getting more empowered in today’s marketplace.

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Birdeye is named a leader in customer experience for the 12th consecutive quarter


The holidays are here! The weather’s getting colder, the decorations are up, and our presents came early. We’re happy to move forward into the New Year with more than a hundred brand-new awards from G2 under our belt.

2020 64

The Executive's Guide to Building a Community Team

Speaker: Carrie Melissa Jones; Founder, Gather Community Consulting

Successful communities demand much more attention than most organizations predict. Join Carrie Melissa Jones, Founder of Gather Community Consulting for this webinar about the right way and the wrong way to approach community building.

How Customer Service AI Chatbot Helps Your Brand to Grow

CSM Magazine

Whether you’re dealing with a small business or a big setup, you already know how important it is to provide consumers with service they can brag about. You may have beautiful and excellent products, but you need a good campaign for high traffic and sales. Nowadays, things are way too different.

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How Can You Measure Returns On Customer Experience | Customer Experience Management


Business leaders today are well aware that the success of a company is heavily dependent on customer experience management. Happier customers improve sales and ensure a stable revenue base for your business. That is why businesses have extensive budgets to improve their CX and create loyal customers.

What Is Customer Analytics, Why It Matters, and How It Works


Source. If you want to thrive in this competitive SaaS world, then the importance of understanding customer behavior can hardly be overemphasized. Customers are getting more empowered in today’s marketplace.

2020 52

A Diehard Fanbase of Customers Help Create Sales Champions

Think Customers

One of the many lessons 2020 has taught us is that game time just isn’t the same without fans. Sure, the game can still be played, as long as there are skilled teams following solid game plans – but dedicated fans can really put a team over the top, giving it that winning edge.

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Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.