2023

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XI Café Podcast, Episode 3: A Deep Dive Into The Maturity of Voice of Customer Programs in New Zealand

InMoment XI

Welcome back to the XI Café Podcast!

2023 493
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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues.

2023 178
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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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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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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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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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23 Inspiring Women to Watch in 2023

TechSee

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207
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How to Get Started with Customer Experience Research Now

PeopleMetrics

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers.

2023 117
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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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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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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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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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Why You Should Aspire to Drive Customer Lifetime Value—Not ‘Just’ Upsell Customers

InMoment XI

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now.

2023 529
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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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Follow these trends to become a 2023 customer experience innovator

Alida

In uncertain economic times, making the right choices for your business becomes that much more important. Even a slight misstep can have a drastic impact on a company's ability to compete in the market.

2023 130
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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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Contact Center Attrition and the RFP: You’re Asking the Wrong Questions

BlueOcean

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward.

2023 156
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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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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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4 Steps to Re-Engage Your Customers and Boost Retention

Blueshift

As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy.

2023 97
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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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12 Customer Success predictions and trends for 2023

ChurnZero

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future.

2023 98
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How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service.

2023 84
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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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In customer service, your people are not your most important assets.

Bill Quiseng

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

2023 102
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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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5 Tips For Choosing the Right Survey Rating Scale

InMoment XI

You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose?

2023 491
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What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction.

2023 169
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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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60 Customer Care RFP Questions for the Contact Center of Today

BlueOcean

2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.”

2023 156
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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!