Sat.Nov 26, 2022 - Fri.Dec 02, 2022

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Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience

InMoment XI

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . This got me thinking: Why is that the case when none of us would claim to enjoy cleaning a toilet!?

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Why is everyone talking about CLV again?

Alida

Focusing on Customer Lifetime Value can boost your long-term revenue and help you navigate a tricky economic environment, but as with every metric, context is key.

Metrics 235
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Deep CX: My Discussion with Lucas Fuentes, Vice President of Training & Development at ONQ

BlueOcean

I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast. I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a global leader in outsourced revenue cycle management. With employees in Panama, Kenya, and India, ONQ handles complex business processes for healthcare billing and a lot more, which means the work Lucas and his team do to prepare employees for the frontlines is mission critical.

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Don’t Forget What Got You to the Dance?

ShepHyken

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.

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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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Experience Improvement 101: What You Need to Know About InMoment’s Mission & What People Are Saying About It

InMoment XI

Just discovered InMoment? Curious to know a little more about us and our differentiated Experience Improvement (XI)? Well allow us to introduce ourselves! Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.” This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in.

More Trending

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Why Was Emotional Value Index (EVI®) Developed

Feedbackly

Emotional Value Index (EVI®) , in a word, is brilliant. Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. The shift from products to experiences. The ever-evolving customer expectations shape how brands create and present their buying journey.

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What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference

Daniel Group

What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) how does better CX improve business outcomes and 2.) how to use CX metrics most effectively. First, we want to share some of what we learned to improve CX. Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program.

2022 98
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Improve Agent & Customer Experiences with AI-Powered Routing

Upstream Works

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

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8 Must-Have Chatbot Features to Improve Customer Experience

Inbenta

More than ever before, customers expect a near-immediate response to their questions and queries. In response to this, many businesses, healthcare providers, and more have turned to chatbots to provide a quick and efficient response. So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point.

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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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Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround

Playvox

Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning. While this approach may require entirely new thinking for some contact centers, its potential benefits are significant— and worth the shift.

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Guest Post: Establishing the Business Case for Customer Experience

ShepHyken

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. It may seem like we are lurching from one crisis to another at the moment – and at the heart of it all is financial uncertainty.

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Improve Agent & Customer Experiences with AI-Powered Contact Routing

Upstream Works

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

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Higher education must improve agent experience to ever deliver excellent student experience

Comm100

Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For many universities and colleges, the answer is unfortunately no. Although plenty of organizations are seeing a return on their investment and profit from CX, some continue to struggle to bring in the wide range of rewards from this game plan.

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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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Hyper Personalization in Retail – I Want it that Way

SAP Customer Experience

I still love that Backstreet Boys song. Know every lyric. In fact, my 12-year-old daughter can also recite it to me word for word. The truth is, that phrase resonates more today than it ever did. But the concept is nothing new. Nowadays, everything has become more and more about.

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Don’t panic! Here are the many advantages to a recession

Beyond Philosophy

Recession is a natural step in the economic cycle, but it’s easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all feel it. Corporations tend to cut back in a downturn, neglecting things like customer experience. To differentiate yourself from everyone else, you should double down on these services while others cut back.

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November COPC Standard Committee Meeting

COPC

The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face environments, and field service dispatch. Major brands throughout the world rely on the COPC CX Standard to manage and improve their CX management programs. The latest version of the COPC CX Standard is Release 7.0.

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Three lessons I’ve learned building a Customer Success team from different backgrounds

ChurnZero

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. At the time, I was a sales engineer, and my job was to close deals and move on to the next prospect.

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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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Creating Connection to Improve Work Culture with Chris Hsiung

Russel Lolacher

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years.

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Chatbot Strategy: Increasing Customer Engagement Through Messages

kommunicate

Last Updated on November 29, 2022 We have not, thankfully, seen any of the nightmare scenarios envisaged by science fiction. But the reality is that we now rely on many AI-powered (artificial intelligence) systems. In fact, some estimates state that 76% of companies are now using some form of automation to make their business operate [.]. The post Chatbot Strategy: Increasing Customer Engagement Through Messages appeared first on Kommunicate Blog.

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Everything About the Prominent Customer Experience Challenges in B2B With Solutions

Zonka Feedback

Customer experience challenges in B2B businesses are roadblocks that hamper businesses from maximizing sales, profits, good customer experience , and ROI. However, there are solutions to tackle such challenges that will eventually improve the user experience of your product, website, or business.

B2B 97
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Creating Inclusive Experiences for People With Different Abilities

Doing CX Right

Is your organization unintentionally creating barriers to inclusivity for those that are differently abled? Learn what you can do to create better experiences from CX Professionals and from a woman who's endured 80+ surgeries. The post Creating Inclusive Experiences for People With Different Abilities appeared first on Doing CX Right.

Article 98
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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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Meet Zoom Virtual Agent, the next Evolution of Solvvy

Solvvy

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. And conversely, what led Solvvy to join forces with Zoom? I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness.

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Choosing Between Zendesk Chat’s Answer Bot and Third-Party Chatbot Integrations

kommunicate

Last Updated on December 2, 2022 Zendesk acquired Zopim in 2014 to rebrand it as Zendesk Chat. So, what IS Zendesk chat? Zendesk chat is a live chat software popular with businesses of all sizes worldwide. Zendesk chat also refers to software enabling your customer support team to engage with customers with automated bots. Customers [.]. The post Choosing Between Zendesk Chat’s Answer Bot and Third-Party Chatbot Integrations appeared first on Kommunicate Blog.

2014 97
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Your First Three Steps to Driving Impact

Heart of the Customer

As I speak in support of “Do B2B Better,” attendees love to hear how Dow, Hagerty, UKG, and other organizations take steps to driving impact, growing their CX programs as a result. And these programs deserve their accolades. They’ve done an amazing job of showing how customer experience creates outcomes where customers want to buy […]. The post Your First Three Steps to Driving Impact appeared first on Heart of the Customer.

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Differentiating Customer Service vs. Customer Experience and Trends

Doing CX Right

Max Ball, Principal Analyst at Forrester, explains the difference between customer experience and customer service, trends to plan for and effective ways to solve customer needs versus creating pain points. The post Differentiating Customer Service vs. Customer Experience and Trends appeared first on Doing CX Right.

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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.