Thu.Feb 21, 2019

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Engage Customers, Solve for Hassles, Earn Their Loyalty

Kristina Evey

Loyalty 219
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Designing for those left behind

North Highland

The death of a loved one is the most stressful thing we can experience in our lives – even without the added strain of being an executor and managing his or her financial estate. Fortunately, being an executor is a role we will, hopefully, only carry out once or twice in our lifetime. But it is exactly this lack of familiarity with the process, that means the responsibility lies with financial services organisations to do the right thing by their customers and provide executors with the help and

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How to Communicate Effectively in a Customer Service Team

Playvox

Your customer service team consists of multiple individuals, all with their own personality, habits and approach to their job.

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ECSI Increases Customer Satisfaction by 13%

NICE inContact

ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs

Comm100

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.

Report 124

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Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs

Comm100

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.

Report 100
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3 Tactics to Transform CX and Employee Development From a Telecommunications Company

Customer Bliss

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. At Dialog Axiata, Rekha is in charge of customer listening, customer experience management, and employee experience development. Rekha shares tactics that I think you’ll find valuable, and pieces together a story that shows just how complex running CX within a competitive teleco

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How to Improve Your Conversion Funnel with a CX Design Update

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. How do you turn site visitors into raving fans? You spend a lot of time and money driving traffic to your website and reaching out to new potential customers. Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers.

How To 88
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[WEBINAR] How Service Leaders Meet the Varying Needs of Today’s Customers

Alliance by IFS

Watch our on-demand webinar to see how Astea customer APT-SKIDATA meets the varying needs of today’s empowered customers. Today’s customers expect expect more from their service delivery. And not only that, they expect their service delivery to be personalized to their unique needs. Is it possible to give every customer what they want? How do you find and retain ‘customer-centric’ employees who can help you accomplish that goal?

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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How to Improve Your Conversion Funnel with a CX Design Update

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. How do you turn site visitors into raving fans? You spend a lot of time and money driving traffic to your website and reaching out to new potential customers. Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers.

How To 80
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The Optimove Pact: In Plain Words (and only 4 parts)

Optimove

It seems that with all of the buzzwords in marketing technology, it is nearly impossible to separate the wheat from the chaff. Every email service provider seemingly uses “AI-powered optimization” and every data warehouse is a “CDP”. Even from the side of a technology service provider, it has become almost impossible to really understand who does what and why.

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How real-time customer feedback helps you to build a brand!

SurveySparrow

There was a time when customers & businesses used to choose their vendors based on the price alone. Even quality as a factor is not a big yardstick to measure when compared with customer experience. Surprised much? There are so many competitors these days that the only way you can show your differentiation is by offering a kick-ass customer experience.

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Meet the 2019 Markie Awards Finalists

Oracle

On March 20, 2019 at Oracle Modern Customer Experience in Las Vegas, the 13 th annual Markie Awards ceremony will take place, where winners in 14 categories of marketing and customer experience excellence will be announced. **Ready to register for Oracle Modern Customer Experience 2019? Visit the registration page and use discount code “SmarterCX” to get a rate of $1,295 on a full conference pass now through March 18, 2019.**.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Top 5 Benefits of Post-Event Surveys You Need to Know

ProProfs Chat

After all the hard work, money, and time; you finally packed up your long-awaited event, and it was probably the best moment of your life but was it the same for your audience or attendees? You might believe that your event met your expectations, and everything had gone as you had hoped, but what’s more important is how your attendees feel about it.

Survey 74
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Happy Hour: Wellness in the Contact Center

Talkdesk

We live in a busy, non-stop world. With everything that’s on our plates, it’s no wonder that health can fall to the bottom of our priority lists. But we shouldn’t wait until our stress reaches a breaking point for us to consider our wellness. Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness.

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Successful Winback Campaign Examples for Your Customer Success Team

Totango

In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no greater crisis than a lapsed customer. But, as John F. Kennedy once noted, within each crisis there lies opportunity. It’s a chance to reinvigorate and deepen your relationship with your customer through a successful winback campaign.

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4 Essential Automation Tips for Financial Service Providers

Bizagi

“The stage is set for FS automation and AI to move from what was, only a few years ago, relatively vague concepts to bona fide, strategic business imperatives.” – Financier Worldwide Magazine. Obviously, automation is not new to the financial services industry. But as technologies have matured in recent years, and with the emergence of artificial intelligence, organizations across the globe are increasing their investments in intelligent automation technologies.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Top Themes from Think 2019

Peter Lavers

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.

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Stakeholder Someones are doing the Selling in Your Organization

One Millimeter Mindset

I have news for you. Your stakeholder someones just may really be doing the selling in your organization. Do you know who they are? You know, the stakeholders you refer to when things slip through the cracks: “ Well, someone must be in charge of that. Otherwise, how could it possibly happen?”. Or, “I didn’t know I was responsible for that. I thought someone else would take care of it.”.

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How to build a better customer data management strategy

UJET

Comprehensive and easily accessible customer data is a big part of your company's competitive advantage. It helps your team craft better customer experiences and streamlines their ability to work effectively with one another.

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Expert Roundup: How Data from Survey Software Shapes Marketing Campaigns

ProProfs Chat

Let’s assume you’ve got the perfect product; you’ve thought about a well-funded marketing campaign. However, your campaign proves to be unsuccessful after the launch, because it doesn’t resonate with your target audience. It’s a pretty scary thought, isn’t it? To avoid scenarios like these, companies spend a fortune conducting market research and focus groups.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Love Your Customer: Let's Wrap It Up!

Hello Customer

The world celebrated a little holiday called Valentine's day last week. An excellent occasion to discuss what we're most passionate about: our customers. Hello Customer and Möbius co-hosted a customer centricity event where a small group of CX professionals had the chance to discuss today's Customer Centricity challenges. If we learned anything from the discussions, it's that all industries have the same challenges in the face of shaping a customer-centric culture.

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How AI is writing the future of CX

MyCustomer

21st Feb 2019. H. Customer experience (CX) is one of the areas of business that has been most comprehensively changed by digitisation over the years. Since. By. Tiffany Carpenter. Head of Customer Intelligence.

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4 Cross-Industry Customer Experience Challenges and how to Tackle Them

Hello Customer

A while ago Hello Customer and Möbius co-hosted a customer centricity event where a small group of CX professionals had the chance to discuss today's Customer Centricity challenges. If we learned anything from the discussions, it's that all industries have the same challenges in the face of shaping a customer-centric culture. Here are 4 key insights we took with us after a very inspiring afternoon!

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10 Powerful Leadership Quotes to Inspire Your Organization

Confirmit

These leadership quotes will help inspire you and your managers to become great leaders. They’ve certainly inspired us! Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. Being a successful leader involves commitment to teamwork, supporting change, continuous encouragement, and inspiring your team reach their potential.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Are You Lurking or Listening to Your Customers?—CX Trends You Need to Know

inmoment

In my last blog, I discussed how brands are struggling to find ways to serve the needs of the business while also serving the evolving needs and expectations of their customers. Unfortunately, there’s still a serious gap between how well brands think they’re doing when it comes to customer experience (CX), and customers’ perceptions. Our 2019 US CX Trends Report took a closer look at several specific gaps.

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10 Powerful Leadership Quotes to Inspire Your Organization

Confirmit

These leadership quotes will help inspire you and your managers to become great leaders. They’ve certainly inspired us! Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. Being a successful leader involves commitment to teamwork, supporting change, continuous encouragement, and inspiring your team reach their potential.

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The No. 1 Enemy of Dealer Customer Retention

InMoment XI

Addressing Client Retention Roadblocks I discovered a surprising truth after three years as Customer Retention Manager for a large volume dealer in Houston. There is a hidden enemy that must be addressed before any customer retention initiatives can be achieved. It is the no. 1 enemy of client retention, and yet most practitioners recognize it, View Article.