Thu.May 13, 2021

Better Together: Voice and Text are the future of CX


Everyone texts… but why aren’t brands? Technology is such an integral part of our daily lives. We’re all hyper-connected to our mobile phones and email inboxes, so much so that doctors have coined the term ‘text neck’ due to long periods of time where we’re hunched over, peaking at our technology.

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The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World


Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships.

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Top 3 Takeaways from Kerry Bodine’s Alida Activate Keynote


Last week at Alida Activate, a customer experience (CX) masterclass event, Kerry Bodine took to the virtual stage for an unforgettable keynote on Demystifying Customer Experience.

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3 Ways Upstream Works for Amazon Connect Will Improve Your Contact Center

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity – and it’s all optimized for enterprises.

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Halfords Deploys 8×8 SecurePay Powered by PCI Pal

CSM Magazine

PCI Pal , the global provider of cloud-based secure payment solutions, is delighted to have supported UK-based retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry Data Security Standards (PCI DSS).

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More Trending

4 Simple Tips for Crafting an Ideal B2B Customer Experience

Help Scout

Ensuring a positive experience in a B2B relationship delivers improved engagement and, ultimately, a better financial result. So if you’re responsible for a B2B relationship and you’re not already considering B2B customer experience, it’s time to get on board.

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How to Provide an Advanced Customer Service Experience

CSM Magazine

It is widely accepted that the success of a business depends on the customer experience. If a company provides great customer service, people are much more likely to remember the experience and use that same business again.

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4 Ways to Start Your Customer Service Revolution Journey

The DiJulius Group

Customer service done right can be your company’s single biggest competitive advantage. Become a revolutionary customer service leader who’s ready to stop competing on price and instead focus on building a brand that people cannot live without.

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ControlUp’s Employee Experience Platform Delivers on the Work-from-Anywhere Promise

CSM Magazine

Expanded visibility into devices and home networks supports ControlUp’s growth – doubling the number of sessions monitored since the Coronavirus outbreak.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Scale Your Team Globally with Michael Windsor


Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Michael Windsor and Vikas Bhambri to learn about managing CX teams across the globe and building a strong foundation for success. Listen to the full episode to learn more.

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3 Strategies for Turning Your Customers Into Promoters


Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates.

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Focus on Brain Cross Training To Vitalize Team Collaboration

One Millimeter Mindset

Brain cross training is a potent strategy for becoming more professionally visible, cross-functionally relevant, and strategically valuable. And this hybrid skill set is tailor-made for what is new and next in our workplaces. Sound daunting? It’s easier than you think.

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Why Customer Success Is Crucial for Hypergrowth


The success stories of companies who have hypergrowth is insane. Sometimes the time and effort put into making that a reality is not noticed. The speed seems unbelievable but that is exactly what is hypergrowth.

2021 52

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

What is Greenwashing, and How Can it Affect Brand Image?

Smarter CX

April Jordan is a “forensic researcher.” ” April, a marketing professional and owner of The Ethical Edit Communications , meticulously investigates brands’ sustainability claims. She is committed to buying sustainably sourced and manufactured products when she can.

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May 13 – Customer Success Jobs


Role: Director, Customer Success Location: New York, NY, US Organization: LeagueApps As a Director of Customer Success, you will own and deliver on key activation, churn and retention/growth metrics for your portfolio of customers.

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10 hiring trends recruiters need to know in 2021


The pandemic has changed the way we work – and the way we hire. In turn, talent acquisition teams must adjust to meet the evolving expectations of candidates if they want to continue to attract and retain top talent. .

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HappyOrNot announces partnership with pqCode, the digital loyalty and receipt platform

Happy or Not

HappyOrNot, the leading instant customer feedback insights solution relied upon by the likes of Elkjøp, Levi’s Stadium, Autogrill, Good2Go stores, and London Heathrow Airport, today announces it partnership […].

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Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

The 2021 state of online reviews: Statistics you need to know


Online reviews are a vital component of attracting new customers for any local business. They help increase brand discovery and visibility through improved local search ranking , influence purchasing decisions, and provide valuable feedback that helps improve the customer experience.

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A Behind-the-Scenes Look at Lenses


Two months ago we proudly launched Lenses, a highly-requested and powerful new feature allowing program managers to see their Influitive hub through the eyes of their members.

2021 52

Top 17 HVAC resources and home service organizations every pro should know.

Call Experts

You need to know the top seventeen HVAC resources for technicians and home service professionals. To stay up-to-date with the trends and industry, technicians must always try to be more innovative and more efficient. .

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Our Top Takeaways From The Gartner 2021 Market Guide for Customer Success Management Platforms


If one thing is abundantly clear, Customer Success has grown tremendously, both as a function and an industry, in recent years.

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

5 Business Trip Essentials You Shouldn’t Overlook

CSM Magazine

When traveling abroad for business, there are several things you need to remember when planning; getting your itinerary together and ensuring you have enough time to manage all your business obligations.

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The Practical, No Nonsense Guide to Starting a Career in User Research

dscout People Nerds

There is no “right” path for becoming a user researcher. We walk through tips for accumulating the skills you need to get started in UX with a flexible budget and schedule

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Merchant Accounts for B2B Payment Processing

CSM Magazine

When you are ready to get started with your business-to-business payment processing account, there are steps that you need to take. Before you begin, make sure that you are aware of the types of transactions you’ll mostly be dealing with.

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The Power Of Fences

Forrester's Customer Insights

Employees are looking to their companies to meet new emotional needs. But what is the role of a company in the emotional lives of its employees? At Forrester, we are letting our values govern how we show up for our employees. Age of the Customer promoted

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Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.