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Loyalty Marketing Programs: How CX Insights Can Inform Incentives

InMoment XI

But it’s crucial to define each individually before we parse out how a CX mindset can inform what incentives your business should provide customers. There is clearly some overlap between both programs, so how can brands utilize one to inform the other? of those surveyed said they would give information if there’s a cash reward and 89.3%

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All I want is information

Zeisler Consulting

But what an odd interaction. When a more-seasoned team member assured her that it’d be fine for her to “just go back to the shop and ask them how the job is coming along,” she did so and returned triumphantly a few moments later to announce to me that indeed my computer was still waiting for service, but should be done in an hour or two.

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The Role of Human Interaction in a Digital-First World with Tom Martin

ShepHyken

While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels.

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The Power of Business Data: Leveraging Information for Informed Decision-Making

CSM Magazine

Enterprises across the globe are leveraging information to make informed decisions and gain a competitive edge. Financial data includes information on revenues, expenses, profits, and cash flow. Sales data includes information on sales volume, pricing, and trends. That’s where business data comes in.

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Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

AI virtual agents can help resolve a lot of routine and repetitive interactions, but not all are created equal. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. Only 25% of the call is valued customer interaction.

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Drive E-commerce Success with Live Chat Interaction

Magellan Solutions

Benefits of Live Chat For Your E-commerce Business Here are the benefits that you can gain from utilizing live chat interaction to drive e-commerce success: 1. They may be speaking to a live agent or an AI chatbot, but live chat interaction may still give the essence of a personalized approach.

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“New-Style” Digital Versus “Old-Fashioned” Human Interactions

ShepHyken

Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure? What digital interactions do we offer that our customers use and appreciate? . Most companies already have a digital presence.

Fashion 125
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How to Stay Competitive in the Evolving State of Martech

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 promote omnichannel marketing.

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

Couple that with a potentially volatile economy and it's clear that organizations must invest in innovative approaches if they want employees who are engaged and informed enough to significantly improve the customer experience and eliminate the high costs associated with agent attrition.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.