Thu.Jun 01, 2023

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Leveraging Data to Unlock the Power of Personal Customer Service

Kustomer

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. By organizing data from all customer interactions such as purchases, queries and issue resolutions, your brand can deliver personalized CS throughout all stages of the customer journey. Kustomer research also shows 84% of CX leaders predict personalization will become more important over the next three years.

Data 78
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Medical Device Support: Next Level Patient Assistance

TechSee

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

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Alida Activate 2023 Inspired Next Generation of CX Strategists

Alida

Speakers at Activate 2023 celebrated the power of community's main comparative advantages, like versatility, malleability, and ability to enable the execution of targeted CX tactics.

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During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements

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 The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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How CX can impact the buying journey

MyCustomer

Martyn Lewis explores the unique role CX teams can play in positively influencing and managing the buying journey.

More Trending

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6 easy steps for creating a winning benchmarking strategy

BirdEye

Benchmarking drives greatness. Consider the four-minute mile. Experts thought it impossible that anyone could run a mile so fast, that is until Roger Bannister did so in 1954. Since then, roughly 1500 people have achieved “the impossible,” and it’s pretty much the benchmark for becoming a world-class runner. In the same way, a benchmarking strategy can propel your company to achieve your loftiest goals.

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Untangling the Modern Customer Journey: A Guide to Effective Marketing Attribution – Part 1

Optimove

It’s one of the busiest crossroads at which the different revenue teams intersect and sometimes collide – attribution junctions. A well-documented battle of egos, bonuses, and, ultimately, optimization. At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize.

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The Power of AI: How Retail Marketers Can Do More With Less Ahead of the Holidays

Blueshift

In the fast-paced world of retail and e-commerce , staying ahead of the competition requires innovation, strategic decision-making, and the right tools to get it done. As the busy holiday season slowly approaches, it’s crucial that marketers adopt strategies now to ensure efficiency and maximize customer outreach later. This is where AI comes in, especially as marketers are tasked with doing more with less.

Retail 98
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It’s all about context stupid! Why most businesses fail to take this into account

Beyond Philosophy

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Why are Black and minority people so underrepresented in senior CX positions?

MyCustomer

In a candid discussion that draws upon her own experiences, Rachel Williams explores the lack of representation of BME people in senior CX positions.

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Shape the User Experience of SAP Task Center

SAP Customer Experience

A good product design and descriptive documentation are very often key to the success of a software product. It needs to be intuitive, obvious, easy to use and clear, without superfluous information. Wait, but who defines what is intuitive and easy to use? Well, YOU DO! We genuinely rely on.

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Here’s What’s New From June 2023 || Kommunicate Product Release Notes

kommunicate

Last Updated on June 1, 2023 The month of May saw our engineers pull out a neat trick out of their hat, and our product is one step closer to becoming the perfect solution for all your chatbot needs. Let’s take a closer look at what our technical team has been up to. Easily import [.] The post Here’s What’s New From June 2023 || Kommunicate Product Release Notes appeared first on Kommunicate Blog.

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Chatbot Testing: A Beginner's Guide

Cyara

Chatbots have seen significant growth in recent years as more businesses look to utilize automation and artificial intelligence (AI) to improve the quality and availability of their service. They offer increased engagement opportunities for your customers and prospects and are available on a 24/7 basis. Chatbots also provide multilingual support with significantly reduced operational costs and lower labor resource requirements.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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CallMiner, Verint, & NICE: Top 3 Voice Analytics Solutions To Consider

MiaRec

Every Voice Analytics solution will analyze your call data for data-driven insights, so what makes one Voice Analytics solution "better" than another?

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Guest Post: The Future of The Customer Experience: Understanding the Impact of Data Analytics on Your Customers

ShepHyken

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.

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Soda Stream

Optimove

Optimove emboldens high-velocity, promotional, data-centric brands to scale their CRM marketing through smart campaign orchestration, measurement & optimization

CRM 76
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CX Works Migrates to SAP Enterprise Support Academy

SAP Customer Experience

As a recognized platform, CX Works has been an invaluable resource for businesses seeking guidance on SAP Customer Experience solutions. However, SAP has taken a step forward by integrating CX Works content into the SAP Enterprise Support Academy, a unified training and enablement platform designed to empower organizations to leverage.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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TouchNote

Optimove

Optimove emboldens high-velocity, promotional, data-centric brands to scale their CRM marketing through smart campaign orchestration, measurement & optimization

CRM 76
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Build Your Ideal UXR Team from the Ground Up

dscout People Nerds

Meet the people that matter to you in the moments that matter to them. Qualitative research tools and services for product, innovation, CX, and brand.

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The Business Case for Customer Marketing

Optimove

Customer marketing has the power to transform businesses and change bottom lines. It is a powerful and timely growth tool and a strategic asset in today’s volatile consumer landscape. Leading business consultants such as Gartner and Forrester consider customer loyalty a top priority for marketing decision-makers worldwide. And the best news is that the foundations for customer marketing already exist within each and every business: data and information about existing customers is constantly coll

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How Chief Product Officers should respond to the evolving economic landscape

West Monroe

The tech industry is undergoing a significant transformation. Economic volatility and declining venture funding is shifting the sector’s approach from “growth at all costs” to “optimizing the cost of growth.” It’s not uncommon to find news articles that highlight optimization initiatives and layoffs at companies—most recently at Amazon, Meta, Shopify, and LinkedIn.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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75+ Patient Feedback Survey Questions, Template & Best Practices

Zonka Feedback

Wondering how to elevate patient experience and deliver exceptional care? Leverage the power of patient feedback surveys to gain valuable insights and transform every patient’s journey. Collecting patient feedback is crucial for healthcare facilities to understand their patients' experiences, satisfaction levels, and areas of improvement. Patient feedback surveys play a vital role in gathering valuable insights that can drive enhancements in healthcare services.

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Defining the Stages of the Customer Journey Map: Consideration

Education Services Group

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. Whether looking at it from the perspective of your organization’s general maturity level or CS operations maturity specifically, building comprehensive journey maps adds another dimension to your organization’s ability to effect change across the business.

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Top NPS Tools for Pipedrive: Amplify Sales and Customer Satisfaction

Zonka Feedback

Combine Net Promoter Score (NPS) with the powerful CRM capabilities of Pipedrive to nurture stronger customer relationships, make data-driven decisions, and boost customer loyalty. Customer satisfaction is the cornerstone of any successful business, and understanding your customer's needs and preferences is key to driving growth. In today's competitive landscape, having the right tools to measure and improve customer loyalty is essential.

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Four Tactics to Use Adobe Commerce for Better CX

Merkle

Enabling personalization at scale with Adobe Commerce can be overwhelming. You probably find yourself wondering.am I ready to start a personalization at scale strategy? Where should I start? What tactics will be most effective? Do I need additional tools or licenses to get started?

Tools 52
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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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The Ultimate Guide to NPS Benchmarking in Retail

SurveySensum

Retail businesses thrive on repeat customers. Therefore understanding these customers isn’t just helpful but essential. And the simple and effective tool to achieve this is the Net Promoter Score (NPS). The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Higher NPS scores indicate you have more customers to promote your business.

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Why Creating Emotional Value to Customers Is Important?

Feedbackly

Today’s customers enjoy the availability of a wide range of choices, good quality products, and the convenience of e-commerce. They are now on the hunt for businesses that enhance their lifestyles with emotional value. Emotional value is when a customer experiences positive feelings like joy and happiness from the services offered by a business. In Seth Godin’s words, “People do not buy goods and services.

eBook 52
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Smiles and Jokes Help Good Managers Boost Hotel Staff Performance

CSM Magazine

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. Using humour has the effect of raising team energy and prompting more positive staff behaviour towards guests – particularly among ‘less-traditional’ workers and employees who prefer to have different experiences.

Hotels 52