ShepHyken

JUNE 5, 2023

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 comment about each article and would like to hear what you think too. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

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Customer Service Article Customers Customer Experience 87

Middlesex Consulting

JUNE 5, 2023

Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.

Customer Experience 78

Customer Experience Customers Consulting Interaction 78

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.

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Customer Centricity Customer Journey Net Promoter Score Customer Experience 52

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

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Customer Experience Customers Customer Journey Customer Centricity 52

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

2023

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

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Employee Experience Net Promoter Score Customer Experience NPS 62

SAP Customer Experience

JUNE 5, 2023

Dear SAP Community! I’m back writing about some SAP CX Product Learning news! Did you know that we offer 14 different training courses and more than 20 elearnings? What if I tell you we offer currently about 25 live session where you can interact with an expert trainer? Other learning.

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Customer Experience Customers Interaction Customer Engagement 54

Waypoint Group

JUNE 5, 2023

Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. Internal coalitions are more important than ever, as a full 54% of CS professionals report being remote full-time. You NEED Product, Services, Support, Sales, Marketing etc. to drive the right initiatives that drive the right improvements for customers.

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Customer Experience Travel Customers Insights 52

Maru Group

JUNE 5, 2023

By Steve Brockway Maru/Matchbox | June 2023 Air travel has had its challenges over the last three years; airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers.

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Airlines Touchpoint Travel Insights 52

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat.

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Customer Experience Customers Customer Service Customer Satisfaction 52

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

Government

CX University

JUNE 6, 2023

In the wake of the Covid-19 pandemic, education has experienced a profound transformation, with online learning taking center stage. As professionals juggle their careers, personal lives, and the pursuit of higher education, earning graduate credits and degrees online has emerged as a convenient and flexible option. This article explores the advantages of online education for busy professionals, highlighting the evolution of education since Covid-19 and emphasizing the importance of finding the

Customer Experience 52

Customer Experience Customers Engagement Interaction 52

ReviewTrackers

JUNE 4, 2023

Follow these 5 action items to build an effective social media engagement strategy and capture your audience.

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Social Media Engagement 65

Blueshift

JUNE 5, 2023

In this blog, we will review key areas that you should double-check when setting up your organization’s email marketing campaigns (you may also refer to our Email Dos and Don’ts blog). While it may be tempting to rush through the content creation process, this stage is pivotal as it represents the culmination of all your efforts with your subscribers.

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Download Reference Blog Marketing 52

Clarivate

JUNE 5, 2023

Research administrators provide real-world recommendations on optimizing limited submission opportunities in the U.S. The number of new U.S. government limited submissions has nearly doubled over the last three years and now make up between 16% and 20% of all U.S. government funding opportunities, according to data from Pivot-RP ®. These limited submission opportunities, which restrict the number of submissions a single institution can submit, are also becoming more complex and are often confine

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Webinar Government Insights Management 52

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In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

White Paper

Doing CX Right

JUNE 3, 2023

Kate Bradley Chernis, Co-Founder of Lately.ai, and Stacy Sherman explain how Artificial Intelligence (AI) complements human efforts and tactics to enhance customer experiences. The post Demystifying AI: How Humans and Machines Can Work Together appeared first on Doing CX Right.

Customer Experience 52

Customer Experience Customers 52

Optimove

JUNE 6, 2023

Optimove is serious about providing the best, all-in-one Customer-Led Marketing solutions to any brand looking to grow the right way via their existing customers. But merely saying that is easy. Backing that up with steps that bring us and our clients closer to that goal is much harder.   This is why we’re delighted to announce the addition of top-tier serial entrepreneur Stephan Dietrich to our Board of Directors as an independent, non-executive member.

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2001 Leadership 2013 Marketing 52

Kapta Customer Success

JUNE 5, 2023

Key accounts are the lifeblood of your business. Losing even one of these VIP clients can be a huge blow to your business. Although you’d prefer to retain key accounts forever, it’s impossible to have a churn rate of zero.

Customer Success 52

Customer Success Customer Engagement Engagement Customers 52

Happy or Not

JUNE 6, 2023

At HappyOrNot, we understand that continuously improving your business based on customer feedback is the key to success. That’s why we provide a comprehensive SaaS solution, including feedback terminals, an analytics platform, integrations, and support services. Now, we’re excited to introduce our Managed Service, a subscription-based offering that takes your HappyOrNot experience to the next level.

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Feedback Customers Management Customer Centricity 36

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

Forrester's Customer Insights

JUNE 4, 2023

In constantly changing and highly complex B2B markets, organizational growth hinges on the ability to uncover value for customers. Forrester Decisions for Revenue Operations is designed to help organizations strengthen alignment across the revenue ecosystem to maximize customer value and company performance.

Customer Experience 26

Customer Experience Customers B2B Marketing 26

Cyara

JUNE 6, 2023

Comprehensiveness and Completeness in the Reporting of your Telecom Infrastructure. There are two very important aspects to consider when it comes to the reporting of your telecom infrastructure: comprehensiveness and completeness.

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Insights Leadership 67

Thematic

JUNE 5, 2023

We're excited to expand our generative AI-powered features to further improve your feedback analysis experience! Users want an easy way to summarize their data across the board, to instantly understand how and why their score has changed, or what customers are requesting the most. This is exactly what Theme Summarizer does for any selected theme or sub-theme in the Analysis tools.

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Feedback Insights Customers Management 62

2020 Research

JUNE 5, 2023

Key Takeaways: Sampling techniques in qualitative research include purposive, convenience, snowball, and theoretical sampling. Choosing the right sampling technique significantly impacts the accuracy and reliability of the research results. It’s crucial to consider the potential impact on the bias, sample diversity, and generalizability when choosing a sampling technique for your qualitative research.

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Insights Consulting Article Books 52

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Social Media

Forrester's Customer Insights

JUNE 5, 2023

Boost bottom-line profitability with a strategic approach to top-line revenue growth. using five levers. Meet the revenue growth framework.

Customer Experience 26

Customer Experience B2C Customers Marketing 26

The DiJulius Group

JUNE 5, 2023

There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.

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Airlines Hotels Connections Article 52

kommunicate

JUNE 4, 2023

Last Updated on June 4, 2023 ChatGPT is everywhere. Google Bard is (almost) everywhere. The old way of doing things is over. Artificial Intelligence is not science fiction or something that “computer scientists” are “working upon.” They are now very much part of our everyday lives. Goldman Sachs says that AI will take 300 million [.] The post Future of Conversational AI For Pharma And Healthcare appeared first on Kommunicate Blog.

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Healthcare 2023 Blog 52

Circular Edge

JUNE 6, 2023

Streamlining SOX Audits with eSignatures: A Case Study - Phibro Animal Health Introduction: For businesses operating in heavily regulated industries, compliance with laws and regulations is a crucial aspect of their operations. This is especially true for publicly traded companies that undergo quarterly SOX audits, which involve extensive documentation and sign-offs.

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Document Consumers Consulting Management 52

Advertiser: ZoomInfo

When economic headwinds pick up, sales leaders are the first to sound the alarm — and chart a new course. Longer sales cycles, larger buying committees, increased price pressure, and smaller teams can quickly combine to reduce your margin for error and increase the urgency to find a solution. To thrive in a challenging environment, sales teams need a rock-solid grasp of the fundamentals and the biggest force-multipliers they can get their hands on.

B2B