March, 2023

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Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

InMoment XI

One of the best ways to overcome obstacles is to fall back on your community and brainstorm solutions together. That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that.

2023 260
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Alida Empowered: Trusting Employees to Live Their Truth

Alida

Employee experience is the beating heart of any company and must be prioritized to build a winning culture. The result: fully engaged employees taking great care of their clients. From the CEO Alida Empowered

2023 227
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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand.

2023 169
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The Reasons Behind Tesla’s High Net Promoter Score

Retently

Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted.

2023 156

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XI Café Podcast, Episode 5: How New Zealand Automobile Association Uses Voice of the Customer to Optimize Engagement, Retention and Satisfaction?

InMoment XI

Welcome back to the XI Café Podcast!

2023 260
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Using Customer Feedback to Drive Company Growth with Michelle MacCarthy

ShepHyken

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer.

2023 139
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8 Proven Customer Experience Tactics For Boosting Podcast Results

Doing CX Right

Improve your podcast engagement and attract loyal listeners who return & tell others. Read & apply simple customer experience tactics now. The post 8 Proven Customer Experience Tactics For Boosting Podcast Results appeared first on Doing CX Right.

2023 98
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A Comprehensive Guide to 5-Star Surveys

Retently

There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on.

2023 148
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Warner Bros. Discovery leverages research communities to identify trends and make business decisions

Alida

WBD uses panels to narrow down trends with highest potential to identify key opportunities for growth Customer Experience

2023 130
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5 Ways to Supercharge Your Email Marketing with AI

Blueshift

It’s no secret that AI is shaping marketing this year. With the launch of ChatGPT, AI has been at the center of many of our conversations, particularly in marketing.

2023 98
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Embracing Consumer Duty to Deliver Positive Outcomes for the UK Financial Services Sector

InMoment XI

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection.

2023 260
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Guest Post: Top Tips for Companies Providing Remote Customer Service

ShepHyken

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

2023 128
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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The ultimate guide to creating great customer experiences

Method:CRM

Creating great customer experiences is essential for any business. It makes the difference between your customers staying with you or taking their business elsewhere.

2023 89
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An In-Depth Comparison of Product Reviews and NPS Surveys

Retently

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve.

2023 93
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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

2023 125
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Retailers embed customer insights into their DNA

Alida

Successful innovators not only listen to their customers. They make their feedback an integral part of their decision-making process. Customer Experience

2023 130
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Realistic and Personal: How Avnet Strengthens the Bond Between EX and CX in a Post-Pandemic Workforce 

InMoment XI

These days, social media seems polarized with posts from friends or colleagues either about starting new positions or sharing that they’ve been a part of recent layoffs.

2023 260
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The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers

ShepHyken

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do.

2023 109
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The Flywheel of AI and Data: Propelling Next-Gen Marketing with Personalization

Blueshift

Personalization has been an undisputed element of digital marketing effectiveness with proven ROI.

2023 97
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Where do you stand?: Five hot topics of debate in Customer Success

ChurnZero

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion.

2023 98
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5 Ways to Supercharge Your CX Strategy

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

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Pooled Customer Success Management: The Water’s Fine

Gainsight

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers.

2023 102
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Why are We Still Talking About CX in Financial Services?

Lumoa

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services?

2023 83
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Select for passion, not past performance.

Bill Quiseng

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You hire an employee.

2023 87
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Building Trust and Loyalty through Active Listening with Heather Younger

ShepHyken

Top Takeaways: Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage. Heather Younger shares her 5-step framework on how to listen better: Recognize the unsaid. Look at the nonverbal cues.

2023 87
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Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!