Sat.May 18, 2024 - Fri.May 24, 2024

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Is Your Net Promoter Score Biased?

Retently

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance?

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Unlocking Success: Harnessing AI as Your Co-Pilot for Smarter Decisions

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Quality assurance is always essential in Customer Experience Management. Today’s newsletter explores how AI can realistically help in this area. The concept came to us as part of our None of Use is Clever as All of Us feature.

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Top 16 Customer Engagement Metrics You Should Track & Measure in 2024

Zonka Feedback

In the current times, the landscape of business success is increasingly defined by how well you engage with your customers. Customer engagement is no longer just about transactions; it's about building lasting relationships that promote loyalty, drive repeat business, and turn customers into brand advocates. Studies have shown that about 87% of the brands have increased their investment in digital customer engagement despite economic uncertainty.

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Is Your Salesforce CRM Stuck in a Rut? It’s Time to Move Beyond Routine Marketing and Sales Admin

CSM Magazine

These days, many organisations find themselves grappling with a common dilemma: is their Salesforce CRM still focused on routine marketing activities and sales administration, or is it truly driving transformative change across the entire customer journey? As customers increasingly expect personalised, seamless, and engaging interactions across multiple touchpoints, many organisations are finding it challenging to navigate the transition from traditional contact centre platforms to more comprehe

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Balancing AI and Human Interaction for Optimal Customer Service

VDS

Imagine a world where customer service is both incredibly efficient and deeply empathetic—this is the promise of combining AI technology with human agents. To meet today’s high customer expectations, businesses are increasingly turning to a blend of AI technology and human interaction. At VDS, we believe that the future of customer service lies in balancing these elements to deliver optimal outcomes.

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Introducing the Clarivate Academic AI Platform

Clarivate

We have released the first version of the Clarivate Academic AI Platform, serving our suite of AI-powered Research Assistants. Discover how it is going to help address the needs of students, researchers and librarians for trusted AI. At Clarivate TM , we understand the transformative power of artificial intelligence (AI) in the academic realm and the imperative to introduce AI thoughtfully and responsibly into research, teaching and learning environments.

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Top 5 Customer Service & CX Articles for Week of May 20, 2024

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 comments about each article and would like to hear what you think too. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.

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TeamSupport Launches AI Assist, a Powerful Suite of Tools for Customer Support

Team Support

The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.

Article 98
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Braze Earns Prestigious Customer Service Award For Support and Onboarding Professional Services

Braze

For the sixth year in a row , Braze has received the NorthFace ScoreBoard (NFSB) Award for achieving excellence in the area of Customer Service from Customer Experience (CX) specialists Customer Relationship Management Institute LLC (CRMI).

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Digitizing Customer Experience: 10 Best Practices for Digitization

Helpware

In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.

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The High Cost of Lost Customer Loyalty: Ticketmaster’s 5 Lessons For Every Industry

Doing CX Right

Ticketmaster fiasco reveals the high cost of lost customer loyalty. Learn lessons on pricing, technology, user experience and prioritizing customer experience. The post The High Cost of Lost Customer Loyalty: Ticketmaster’s 5 Lessons For Every Industry appeared first on Doing CX Right.

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5 Must-Have Features in Customer Support Dashboards

CSM Magazine

Navigating the labyrinth of customer support demands precision – like a captain steering through foggy waters with only the stars for guidance. A robust dashboard is your North Star, keeping your efforts aligned and efficient. It’s not a mere luxury; it’s an essential gear in today’s relentless customer service seas. Consider this: What makes a dashboard not just adequate, but outstanding?

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Becoming Better Leaders

The DiJulius Group

We need to be better leaders; employees deserve better. *The following is an excerpt from our newest book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. This book is designed to help leaders become better leaders. It is often said that our jobs don’t define us, but our jobs and. Read Full Article The post Becoming Better Leaders appeared first on The DiJulius Group.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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The Power of Post Purchase Journeys: How Jabra Unleashed LTV and Customer Engagement

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Discover key findings from our recent 2023 Back-to-School Survey. With 88% of respondents showing a strong preference for their favorite brands during the back-to-school season, retailers have a significant opportunity to enhance brand engagement. The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year.

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The Importance of Ongoing Support Post-Go-Live for CCaaS Solutions

VDS

Implementing a Cloud Contact Center as a Service (CCaaS) solution is a significant step towards enhancing customer service operations. However, the true measure of success lies not just in the initial deployment but in the continuous support that follows. At VDS, we understand that ongoing support is critical for maximizing the value of your CCaaS investment and ensuring long-term success.

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Zenarate AI Coach Highlighted in Frost and Sullivan Report on Workforce Optimization in Global Contact Centers

CSM Magazine

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.

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Top 20 Best Outbound Call Centers in the Philippines (2024)

Magellan Solutions

The Philippines’ BPO industry is now considered one of the biggest suppliers of global outsourcing solutions. The noteworthy revenue earned by the BPO industries was more than $32.5 billion in the year 2022. No business will miss out on any chance to tap this thriving sector to ensure its fast-track growth. Whether you are a small to mid-sized enterprise or a multinational company, the Philippines provides first-class outbound call center services focused on boosting engagement with custom

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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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Extract those vexing pebbles to ease negative word of mouth

Think Customers

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Criminy! Blast! Ouch! Barnacles! That pebble in your shoe elicits a yelp and other colorful expletives. And yet, companies too often ignore this root friction point — all in pursuit of quick wins. Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company.

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157: Cutting-Edge AI Trends and How to Apply Them to Your Customer Experience

The DiJulius Group

Can you imagine a brand so powerful that its customer service makes it indispensable? On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of “Make Your Brand Legendary,” joins John to inspect the shifts in customer service and employee experience. We tackle the “employee roulette” and the “five. Read Full Article The post 157: Cutting-Edge AI Trends and How to Apply Them to Your Customer Experience appeared first on The DiJulius Group.

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Salesforce CPQ: A Tool to Boost Sales Productivity and Profitability

CSM Magazine

In today’s fast-paced business world, being efficient and productive is crucial for achieving success. Sales teams play a major role in driving revenue and profits for companies, so it’s essential to equip them with the right tools. Salesforce CPQ (Configure Price Quote) is a tool that can significantly boost sales productivity and profitability by automating pricing, configuration, and quoting processes.

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Outsourced Accounting for Startups: Top Benefits

Magellan Solutions

Are you feeling stressed by the financial demands of starting a new business? You’re not alone! 37% of small businesses outsource accounting and IT services, showing immense popularity. Outsourced accounting for startups is essential for survival. Can you imagine a group of experts managing your accounts receivable, accounts payable, tax returns, and financial statements precisely for you?

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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What is Product NPS® (pNPS®)? The Ultimate Guide

SurveySparrow

Net Promoter ScoreSM is a widely used metric to measure customer satisfaction and loyalty. But what is product NPS® or pNPS®? Like employee NPS® (eNPS®) – product NPS® (pNPS®) focuses solely on products. At the end of this, you will understand – What is pNPS®? Why is it important? How to calculate it? How can product managers benefit from pNPS®?

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The Powerful Impact of Using WhatsApp for Customer Engagement

Braze

To determine just how effective the channel is in connection with key marketing metrics like engagement, purchases, and retention, we’ve analyzed the impact of WhatsApp messaging (and its inclusion in other cross-channel campaigns) on key KPIs like sessions, average user lifetime, purchases per…

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Sabio’s Wellbeing Companion Now Available on the Genesys AppFoundry

CSM Magazine

Sabio Group has announced its new Wellbeing Companion solution is now available in the Genesys AppFoundry. The Companion aims to boost contact centre wellbeing and performance through AI, analytics and human insight. The AppFoundry listing makes it easier for organisations to access Sabio’s transformative approach to monitoring the wellbeing of agents in the contact centre.

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Introducing Glia Cortex: Responsible AI for Financial Institutions

SaleMove

Glia has built a new way to catch the AI wave–one that’s responsible and, for the first time ever, built exclusively for financial institutions. The post Introducing Glia Cortex: Responsible AI for Financial Institutions appeared first on Glia Blog | Digital Customer Service Explained.

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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