Sat.Oct 01, 2022 - Fri.Oct 07, 2022

5 strategies for managing customer expectations


A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

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Poor Change Management Kills CRM Success — Here Is How To Get It Right

Forrester Digital Transformation

Ready to give up on your CRM deployment? Before you do, you should know: CRM is a huge market. It is valued at $63.91 billion today and projected to grow to $145.79 billion by 2029, at a CAGR of 12.5%. Eighty-two percent of enterprises use CRM.

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Trending Sources

10 Unwritten Outbound Call Etiquettes and Best Practices

Magellan Solutions

Outbound Call Proper Etiquettes, Best Practices and More! Want to expand your customer reach ? An outbound call is a brilliant approach for firms to connect with their target audience, develop loyalty, or anticipate and meet possible client demands. Phone etiquette is one of the most crucial components of the customer experience. The phone etiquette of your representatives could be crucial for outbound call, customer retention, and engagement.

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What’s On the Minds of Today’s Top CX Experts?

Blue Ocean

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers.

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Connect Customer Service Success with Customer Experience Excellence

Experience Investigators

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.

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More Trending

Amazing Business Radio: Gregorio Uglioni

Shep Hyken

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4).

2022 52

Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive

CSM Magazine

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers.

2022 52

Doctor reputation management: Get more reviews and patients


Choosing a healthcare provider requires a lot of trust from a patient. Nowadays, patients can turn to online reviews when trying to find the right doctor for them. That’s why doctor reputation management is an important part of bringing in more patients to your practice.

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Clean Up Your Martech And Loyalty Tech Ecosystem

Forrester Digital Transformation

We all know that there is a big difference between working hard and working smart. And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience.

2022 52

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.

How customers memories can be altered and why we all forget things. (Memory Mini series 3/3)

Beyond Philosophy

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form.

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Verint Consumer Research Reveals Crucial Customer Experience Needs in the Banking Sector

CSM Magazine

Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector.

2022 52

Creating Memorable & Personalized Customer Experiences At Scale

Doing CX Right

David Wachs, CEO of Handywritten, explains how to enhance and nurture customer relationships through a personalized tactic that really works for business growth and retention. The post Creating Memorable & Personalized Customer Experiences At Scale appeared first on Doing CX Right.

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Build An ROX Dashboard The Executive Team Will Love

The DiJulius Group

The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates.

2022 52

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The future is now: Driving value by integrating CS and PX efforts


Back to the Future is probably the most famous and beloved time travel movie franchise ever. .

2022 52

3 Online Business Ideas and How To Fail Them With Poor Customer Service

CSM Magazine

An successful blogger and entrepreneur once said that small companies acting big in terms of customer service, fail. On the other hand, big companies acting small in terms of Customer Service, win.

How to use loyalty program data in email marketing campaigns


The data from your loyalty program can be used to enrich your email marketing campaigns and make them more effective. Here's how

White Label Reputation Management Software — Your Key to Online Success


Your business’s online reputation is more important than ever. In the past, a company’s reputation was based on word-of-mouth and referrals. Today, your online reputation can make or break your business. A single negative review can spread like wildfire and damage your bottom line.

2022 52

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Forrester’s 2022 Moments Map Is Here!

Forrester Digital Transformation

Forrester’s Moments Map helps brands understand consumer awareness, adoption, use, comfort, and ultimately preference for various devices and channels. Age of the Customer B2C Marketing Channel Marketing Customer Experience Strategy Customer Insights digital business

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How to Stand Out from Your Competitors

CSM Magazine

Standing out from your competitors as a small or medium-sized business is a tricky task. However, there are ways it can be achieved. The three most important methods for increasing your chances of standing out are as follows: 1. Offer something unique.

2022 52

Why Segmentation and Tiering Are Not the Same

Education Services Group

I’m just going to come right out and say it. It might break some hearts, but it’s important to get this out there. Customer segmentation and tiering are not the same thing! If you’re sitting there thinking, “of course, I know that. Don’t be silly!” Then, I’m relieved.

2022 52

Influencer Marketing Tools for Finding and Analyzing Influencers

Brandwatch CX

Influencer marketing is the process of marketing to individuals as opposed to your target market as a whole. Brands are using influencer marketing to expand their reach and increase the likelihood of resonating with their target audience.

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How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Hybrid Work Requires Experimentation

Forrester Digital Transformation

Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly.

10 Ways a Route Planner Can Improve Your Customer Service 

CSM Magazine

Good customer service is the lifeblood of any business. It’s what sets you apart from your competitors and keeps your customers coming back for more. And while there are many factors that go into providing good customer service, one of the most important is efficient routing.

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Seven Top Digital Customer Experience Trends for the Next Five Years


The digital transformation trends that could make all the difference in how your customers experience you.

2022 52

Building a Mobile App? Here Are The 5 Big App Trends You Need to Be Aware Of


Of course, the ultimate goal of looking at emerging trends in the mobile app development space is to ensure you’re meeting rapidly changing user expectations and delivering a customer experience that they’ll never have to seek elsewhere (aka, with your competitor).

2023 52

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.