Sat.Feb 22, 2020 - Fri.Feb 28, 2020

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4 Ways to Get Rid of Painful CX Silos

Comm100

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media.

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The Only 3 Strategies that Increase Customer Value

Genroe

I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention. Acquiring new customers is the focus of other posts but if we want to increase the value of our […]. The post The Only 3 Strategies that Increase Customer Value appeared first on Genroe.

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How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand.

ROI 329
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Webinar: Tips to Prepare Your CX Program for the Next Decade

InMoment XI

Keep Your CX Program Fresh & Up-to-Date with Employee Experience It wasn’t long ago that practitioners spent their days clarifying the difference between customer service and customer experience, identifying the right technologies, building their teams, and stressing out over how to prove ROI. CX programs have come a long way. And now, innovative practices will.

Webinar 260
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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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The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

Experience Investigators by 360Connext

The Experience Economy , written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago. Today, it’s widely considered part of “CX Canon,” named one of the best 100 business books of all time by Porchlight (formerly 800-CEO-Read), and an updated version was released in late 2019 including a new preface by the authors. “We are n

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Customer Effort Score (CES): The Complete Guide

GetFeedback

Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts.

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Self Install: How Visual Assistance Streamlines Device Setup

TechSee

Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process. Traditionally, they have then had two choices: Call customer service and wait until an agent can (hopefully) assist, a prospect that 70% of consumers rate as worse than a visit to the dentist.

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How to Transform the Customer Experience

ShepHyken

Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. In Matt’s words, “The world is now on-demand and highly personalized.

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One of My First (and Most Memorable) Business Lessons

Michel Falcon Experience

Shortly after leaving university and joining 1-800-GOT-JUNK? the company welcomed a new leader to my department, the call centre. This leader’s name was Patrick Louis. Michel Falcon (Left) & Patrick Louis (Right) in Toronto, ON. The 1-800-GOT-JUNK? call centre consisted of a team of 100 call centre agents (not all scheduled at the same time) answering 1,000,000 calls per year (if my memory serves me correctly).

Banking 97
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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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Customer Success vs. Customer Service: How They Work Together

Totango

A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony. Just as the individual musicians and sections of an orchestra must work well together to make good music, the employees and departments of an organization must work well together to do good business.

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Service in a World of Customer Obsession

Up Your Service

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements. For some, these words represent a true transformation of organization and culture.

Culture 98
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Guest Post: What a CX Professional Can Learn from a Top Salesperson

ShepHyken

This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople?

Roadmap 116
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The 80/20 Rule by Richard Koch (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle. FROM THE PUBLISHER: The 80/20 principle is one of the great secrets of highly effective people and organizations.

Books 88
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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.

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It Is Better to Be Their Favorite Than the Best

The DiJulius Group

1. Customer Service Feature Story It Is Better to Be Their Favorite Than the Best We all have a company or two that we can’t live without. Think about the companies you frequent the most. They may be your favorite local restaurant, cafe, hair salon, or a dry cleaner. All these companies have competitors that. Read Full Article. The post It Is Better to Be Their Favorite Than the Best appeared first on The DiJulius Group.

Article 99
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Create a Strong Customer Engagement Strategy

Totango

We all want to believe that we have a strong relationship with our customers. However, the truth is that we’re only as important to them as the value we offer their businesses. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. So when you get the customer’s attention, you have to maximize every conversation and engagement to prove you are the right partner to nurture their long-term growth.

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Amazing Business Radio: Teri Yanovitch

ShepHyken

Be the Disney of Your Industry. Lessons from Disney to Improve Your Customer and Employee Experiences. Shep Hyken interviews Teri Yanovitch. They discuss her experience as a Disney employee, their hiring process, and the customer service takeaways that can be applied to any organization in any industry. Top Takeaways: It’s neither luck nor magic that creates success (though those can certainly help)—it’s hard work.

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Why Seamless CX Matters More Than Ever

Upstream Works

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes. However, this requires orchestration across your entire contact center operation.

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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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The Virtual Assistant as Shopping Advisor

Interactions

When I titled my recent conference talk “Are you being served?” one of my colleagues on LinkedIn promptly responded, “Mr. Humphries, are you free?” This is, of course, because I’ve surrounded myself with people who “get” BBC references and who are familiar with the 70s-80s sitcom involving the staff of a department store. In between hijinks, the shop assistants connected with their customers for a specific purpose: to lead them toward an informed and personalized purchase, while providing excel

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Customer Experience KPIs: The Hall of Fame

Feedbackly

Do understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else. The post Customer Experience KPIs: The Hall of Fame appeared first on Feedbackly.

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5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

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. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. (Digital Commerce) The recently revamped VIP program Zappos launched has helped the Amazon-owned retailer build stronger customer loyalty and increase conversion.

2020 105
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3 Extraordinary Examples of Customer Experience in Content Marketing

Oracle

Customer experience starts long before the sale, with immersive, engaging content marketing that hardly feels like “marketing.” Companies that take the time to craft quality content that puts the customer first, regardless if they’re still a prospect, is key to truly resonating with an ideal audience. The most compelling CX content marketing creates a feeling of connection between brand and audience, incorporating an air of exclusivity that makes customers feel like they’

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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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What is Intelligent Process Automation (IPA)? ?

Bizagi

Intelligent Process Automation is one aspect of a broader shift in technology, that of Automation as a whole. From driverless cars to autonomous drones, automation is helping make seemingly space-age technologies available today by creating and leveraging new forms of intelligence. Whether it’s customer communications in the form of desktop assistants, or automated tasks across an enterprise, automation is transforming the way we live and work.

Banking 117
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Best Ways to Improve Customer Engagement in 2020

Ecrion

Customer engagement is something that’s often overlooked, but a crucial variable that impacts the success of any business. However, do you know what customer engagement is? If not, you may be at a disadvantage. Put simply, customer engagement has a direct impact on customer satisfaction. It is a part of the customer experience your customers have. If you increase engagement, you can deliver a better customer experience, which will result in more satisfied customers.

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5 best practices for a successful business transformation

Talkdesk

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.

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10 Best Performance Management Tools to Look for in 2020

SurveySparrow

Performance Management is no trivial affair. Your company’s growth depends on the performance of your employees and you just can’t ignore them. It is therefore essential to keep your employees engaged and passionate towards their work by managing and assessing all their work, productivity, goals, feedback, issues and requirements. When that’s the case a performance management software can surely help you out to monitor and manage employee performance like a walk in the park!

2020 80
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the