Sat.Feb 04, 2023 - Fri.Feb 10, 2023

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5 Effective Call Control Strategies for Contact Center Agents

Myra Golden Media

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial.

2023 99
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Top 5 Customer Service Articles of the Week 2-6-2023

Hyken

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.

2023 52
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Generative AI: A False Dawn in Customer Service, Or The New Hope

CSM Magazine

Generative AI tools – such as ChatGPT – have captured the minds of everyone across the technology spectrum and beyond. Stuart Dorman, Chief Innovation Officer at Sabio Group takes a closer look at this potentially disruptive technology.

2023 52
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5 Things to Consider to Successfully Get a Raise This Year

Michel Falcon Experience

To listen to this episode Apple, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. Welcome to the… The post 5 Things to Consider to Successfully Get a Raise This Year appeared first on Michel Falcon.

2023 78
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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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The Future of Customer Service: A Look at Technology

Advantage Communications

The customer service industry is undergoing a profound transformation, driven by rapid technological innovation.

2023 52

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Benefits of a Balanced Scorecard for Performance Management 

COPC

Balanced scorecards provide a holistic view of an organization’s site, program, department, team, or employee performance.

2023 52
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Why The Metaverse Will Matter For Customer Experience (CX)

The DiJulius Group

According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone?

2023 52
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Do you have Customer Success focused on the right things?

Waypoint Group

The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.” But CSMs must refocus to add real value. Note: This article appeared on LinkedIn and had outstanding participation from many noted CS industry experts.

2023 52
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Marketing & Customer Experience Trends From A CMO Executive Lens

Doing CX Right

Jackie Yeaney, 6x CMO shares customer experience and marketing trends in the digital world based on working at reputable tech companies. Learn why acquiring and retaining customers are no longer about campaigns.

2023 52
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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How ChatGPT will massively disrupt many industries and democratize AI

Beyond Philosophy

I have written seven books, countless articles, and tons of keynote speeches, not to mention thousands of emails. As a writer, through and through, I know how difficult it can be to stare at a blank screen watching that blinking cursor wondering where to start.

2023 78
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Come and join the latest SAP Customer Engagement Initiative Projects

SAP Customer Experience

It’s time again to connect our customers and partners with SAP Development Teams – the first cycle of the SAP Customer Engagement Initiative (CEI) in 2023 started today with 70+ new projects. The SAP Customer Engagement Initiative enables you as an SAP customer or partner, to get early insights into.

2023 52
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Rising to the Occasion: What Patient Centricity Means in Life Sciences and How to Achieve It

West Monroe

The business model that’s been the bedrock of the pharmaceutical industry over the last few years— discovering new drugs and commercializing them profitably—has shifted, with growing numbers of industry stakeholders now investing in patient centricity.

2023 52
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Digital Transformation: The Not-So-Secret Sauce To Getting The Basics Right

Forrester Digital Transformation

Digital transformations are notoriously hard. In Forrester's Business And Technology Services Survey, 2022, nearly all services decision-makers have or anticipate challenges in executing their digital transformation.

2023 52
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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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Why Should you Prefer In-Person Offline Surveys to Online Surveys?

Zonka Feedback

Surveys are a vital part of our daily lives. They get used in restaurants, schools, hospitals, hotels, and more. Feedback Management

2023 52
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SAP LabsTalk - Ep01 - 2023: State of the Nation with Benni Blau

SAP Customer Experience

Join us on this episode of Labs Talk as we welcome Benni Blau, the COO of SAP CX. He takes us on a journey through the current macro-economic landscape and what it means for businesses to thrive in today’s climate. Dive deeper into the world of CX as we explore. Customer Experience labstalk

2023 40
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The complete guide to using social media in healthcare marketing 

BirdEye

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations.

2023 10
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Understand Today’s AR Invoice Automation Landscape

Forrester Digital Transformation

Accounts receivable (AR), including invoice issuing and payment processing, is one of the core processes in a company’s financial operations. The rising adoption of e-invoices has spurred more firms to acquire AR automation software to support customer demand and respond to digital transformation.

2023 52
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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What’s in a Name? Rebrand Your Quarterly Business Review | Kapta

Kapta Customer Success

Let’s face it, quarterly business reviews (QBRs) have gotten a bad reputation. They’re known for being hour(s) long boring meetings where a key account manager (KAM) drones on about their company and reads a PowerPoint presentation. That’s not what your customer wants, especially the C-level executive who isn’t attending your QBRs anymore. Key Account Management

2023 40
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Don’t Know What’s Coming Next? Good: How The Rules of Improv Comedy Will Make Your Creative Life Better

Merkle

So, how do we – creative people I mean – keep on coming up with ideas day in and day out? It’s not magic, it’s not some secret instruction book we’ve all read, and it’s not divine intervention. Coming up with ideas is work.

2023 52
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How Customers are Coping in Difficult Times

MyCustomer Experience

How Customers are Coping in Difficult Times, and How Your Brand Should Respond If you’re familiar with the Chinese lunar calendar, you. 6th Feb 2023 By Simon Fraser

2023 52
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Three questions to ask when navigating the new B2B event management technology landscape

Forrester Digital Transformation

B2B events have undergone the most profound change imaginable over the past three years. Marketers now need to manage a much more complex event landscape, planning and executing a range of events across in-person, virtual and hybrid formats.

2023 52
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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

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How to Build Your Own TikTok Marketing Strategy

Brandwatch CX

2023 52
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Feb 06 – Customer Success Jobs

SmartKarrot

2023 10
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How To Create A Good Lighting System for Your Home Office

Joe Rawlinson

When you have a home office, it can sometimes make you feel isolated, especially during the dark winter months. To create a working space that’s both stimulating and relaxing, it’s important to think about how you set up your lighting system.

2023 15
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The State Of Data Commercialization In China’s Financial Services Industry

Forrester Digital Transformation

The growth of the data economy in China is accelerating. Financial services (FS) firms are actively participating in it, increasingly commercializing their data to create new revenue streams and expand business opportunities.

2023 52
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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.