Sat.Jun 11, 2022 - Fri.Jun 17, 2022

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022


Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

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How to Use CX Metrics to Find Bottlenecks to Product Led Growth

InMoment XI

We are all competing in the End User Era now. Investor Blake Bartlett coined the term “ End User Era ” to capture an important shift that is happening on an organizational level across industries: “Today, software just shows up in the workplace unannounced.

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Trending Sources

Enhancing Customer Engagement Through Interactive Communications


Understanding that communication plays an integral role in our everyday lives aids in creating and executing on effective management strategies. Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers.

Great Balls Of Fire! Customer Engagement Is On Your CMO’s Radar

Forrester Digital Transformation

It's customer marketing’s job to track and report on value to the business. You might not have received a lot of guidance from leadership on this, especially if your organization isn’t mature in its approach to postsale engagement. Begin by understanding what matters to the company.

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How eCommerce Fits Into Retail's Post-Pandemic Future

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

Why Now is the Time to Invest in Customer Success


Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions.

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More Trending

Provide a Better Agent Experience with AI Application Integrations

Upstream Works

Artificial Intelligence (AI) applications and digital transformation remain core technology trends across all facets of business, but they are especially relevant for contact centers. AI in particular holds great promise but remains poorly understood.

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An After-Hours Answering Service Is Essential

Call Experts

You may be asking yourself, “Why do I need after-hours answering service support for my business?” ” . After-hours support can help you provide a better customer experience and increase your customer base.

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Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program


If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge.

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You Are Missing Out On Customer Feedback, And It’s On You

Forrester Digital Transformation

In the Age of the Customer, brands understand they need to place the customer at the center of everything they do. Voice of the customer programs aim at better engaging with customers, in what should be a meaningful dialog. But customers don’t rely only on those to share their experience.

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

3 Things CROs Should Know During an Economic Downturn


What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn?

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What is Customer Effort Score (CES) and How to Measure It?


It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy.

4 Chatbot Customer Service Use Cases for Every Industry


Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support.

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6 Insights and 2 Themes to Help You on Your Customer Experience Journey


Fixing CX Potholes and Using Roadmaps for Your CX program: Insights from Forrester CX North America 2022. The presentations at Forrester CX North America 2022 , which took place June 7-9 at the Gaylord Opryland Resort and Convention Center in Nashville, were full of amazing insights and information.

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A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

What’s driving customer facing technology investment in local councils?


Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022.

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Manage Your Martech, Or It Will Manage You

Forrester Digital Transformation

I know that CMOs are busy — I mean, really busy. The scope of the CMO role continues to grow, customers are more demanding than ever, and marketing operates under constant disruption driven by factors beyond your control.

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Resolve Escalations and Deepen Customer Relationships with Totango’s New SuccessBLOC


You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues still arise.

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How to improve customer experience in retail to boost your business

Hello Customer

Even though in-store retail as we know it has taken a hit the last few years, there’s no reason to think that it will disappear. Online stores may be quicker to meet customer’s expectations, brick-and-mortar stores can offer an added value that digital can’t.

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The CX Leader Handbook

Whether you’re just starting your CX career or looking to change roles, our CX Leader Handbook is for you. Grab your free copy to learn how to find the right job, thrive as a leader, and strategically plan for the future.

7 Chat Etiquette Tips for Best-in-Class Customer Service


Instantaneous, chat-based channels are poised to grow in popularity. Kustomer research discovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same.

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5 Google algorithm updates and SEO strategies to stay ahead


It can be hard for local business owners to keep up with Google’s ever-changing algorithm. However, keeping up with these updates s an essential part of maintaining your business’s online reputation.

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Why Too Many Organizations Do Not Take Customer Complaints Seriously

Beyond Philosophy

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the same pickle.

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How to set baseline SaaS onboarding metrics


Onboarding sets the tone for a customer’s entire lifecycle. It is here, that the seeds of renewal are sown. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value.

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Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Calabrio Paves the Way for South Africa’s Cloud Contact Centre WFO Journey Alongside AWS Cape Town Launch

CSM Magazine

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. .

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What is Customer Experience Management (CXM)?


What is Customer Experience Management (CXM)? Haymans Tsang. Fri, 06/17/2022 - 20:02. Introduction. In recent years, you’ve likely heard a lot about customer experience management (CXM). But what exactly is CX management, and why is it important for your business?

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Guest Post: 5 Consumer Trends Small Business Owners Should Be Aware Of

Shep Hyken

This week we feature an article by Devin Pickell, Growth Marketing Manager at Privy. He shares the five consumer trends organizations can use in their next campaigns and strategy. It’s difficult to stay on top of everything as a small business owner, especially in today’s fast-paced environment.

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The three-step guide to creating a proactive at-risk customer strategy


This is a guest blog contributed by Stephanie Neale, CEO of Blind Zebra , a sales and client success training company for B2B pros. It’s a Tuesday morning. You’ve grabbed your coffee and opened your inbox. The first subject line you see is “Cancellation.” It’s from one of your top accounts.

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The Ultimate Guide to Customer Service in 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.