Thu.Jun 23, 2022

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Will a Four-Day Workweek Boost EX & CX?

Heart of the Customer

Conventional wisdom holds that a great employee experience promotes a great customer experience. That – combined with a growing body of evidence that the traditional 40-hour workweek may not be the most effective or healthy model – has inspired me to institute a four-day workweek for all Heart of the Customer team members. [Insert blaring […].

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Why do Universities & Colleges Choose Comm100 Live Chat?

Comm100

Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this.

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Reimagining Research: How to Create Better Customer Research Experiences

Alida

Research has been part of your entire life. School reports, global news, even deciding what movie to watch—over time, all these things have made you familiar with the research process.

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Building Customer Rapport Is Essential To Retain Customers

Call Experts

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. . What Is Customer Rapport? Customer rapport is about establishing and maintaining a positive relationship with consumers.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Artificial Intelligence Firm ASAPP Releases New AI Transcription Service for Call Centres

CSM Magazine

ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. “ASAPP has a dedicated team of natural language processing (NLP) and speech researchers who are advancing state-of-the art in automatic speech recognition (ASR) and task-oriented dialogue,” said ASAPP Chief Scientist Ryan McDonald who previo

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How OEMs Generate Revenue, Profit from Remanufacturing

Middlesex Consulting

Harvesting Revenue and Profit from Older Products I like to break the services the OEM provides to its customers into two groups: The services that are used during the complete product lifecycle. — This is like the routine physicals and tests your primary care physician performs with you, no matter your age. The services associated […]. The post How OEMs Generate Revenue, Profit from Remanufacturing appeared first on Middlesex Consulting.

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5 Rules for Effective Customer Research That Make A Difference

Beyond Philosophy

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven. Customer research should be a priority every year. So, today I am covering the 5 Rules for Effective Customer Research That Make a Difference.

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Import data from cross-account Amazon Redshift in Amazon SageMaker Data Wrangler for exploratory data analysis and data preparation

AWS Machine Learning

Organizations moving towards a data-driven culture embrace the use of data and machine learning (ML) in decision-making. To make ML-based decisions from data, you need your data available, accessible, clean, and in the right format to train ML models. Organizations with a multi-account architecture want to avoid situations where they must extract data from one account and load it into another for data preparation activities.

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Strategies for Creating a Recession-Proof Business

Integrity Solutions

It’s the “r” word no one wants to utter, but many experts worry that a potential recession could be looming somewhere out there on the horizon. While the data doesn’t suggest a major downturn is imminent, and things like strength in the labor market and financial system could fend it off entirely, there are numerous warning signs that have economists cautioning that “the economy faces headwinds.” And for many salespeople it will be the first recession theyR

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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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Assessing Quality of Chatbot Training Phrases for Watson, Dialogflow and Everything Else

Cyara

This article was originally published on Botium’s blog on September 30, 2020, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. This article shows you how to analyze and evaluate the quality of the training phrases for your chatbot intents with Botium. The purpose of this analysis is to avoid confusing the agent with phrases irrelevant to the intents supplied to, or more relevant to, other intents.

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The CHANGE Canvas: A Plug-and-Play Brag Sheet for Your UX Accomplishments

dscout People Nerds

Use this six-step framework to track and prove the value of your research.

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First steps in Chatbot Performace Testing with Botium

Cyara

This article was originally published on Botium’s blog on January 12, 2022, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. One major pitfall of building chatbots is underestimating the importance of performance. The UI of a chatbot is usually very simple, so it’s easy to forget the complexity behind these virtual assistants.

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Here’s Why Multi-Touch Incremental Attribution Model is the Only One You Should Ever Use

Optimove

The study of attributions is relatively young. It began in 1958 when Fritz Heider, an Austrian psychologist, published a book called “The Psychology of Interpersonal Relations,” which included the first attribution theory. According to Heider’s theory, all people are naïve psychologists who try to find the causes behind actions and behaviors, and we are all susceptible to making errors in judgment when trying to attribute outcomes.

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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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The Biggest Pain Points in Using Chatbots

Cyara

This article was originally published on Botium’s blog on October 6, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Chatbots are — lead generators, help desks, customer services, reinforcements for brand recognition, and so on… but what if customers intentionally avoid talking to your bot? What are the pain points? What are the biggest impediments for them to interact with your precisely designed “colleague”?

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Finding the balance between negative and positive feedback for greater success

Daniel Group

Finding the balance between negative and positive feedback for greater success. Welcome to Success Strategies | June/July 2022. You can’t become discouraged by or focus only on negative feedback surveys. In this edition of Success Strategies, I want to talk about the necessity of having a balance between fixing problems and understanding the strengths of your CX delivery.

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PCI Pal Ranked in the Top 100 Fastest Growing Companies in the UK

CSM Magazine

PCI Pal , the global SaaS provider of secure payment solutions, has been ranked in The Growth Index top 100 listing of the UK’s fastest growing businesses. The Growth Index ranks companies based on their compound annual revenue growth rates over the last two years. With its data taken from over 32,000 companies across the UK, PCI Pal is ranked as the 56th fastest growing company in the country.

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Messaging and positioning for SaaS - how to get it right with data

InnerTrends

In this podcast episode, join special guest Peep Laja , Founder of Wynter, CXL, and Speero, and host Claudiu Murariu, CEO and Co-Founder of InnerTrends, as they dive into the importance of successful messaging and positioning in order to convert customers.

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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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What the SaaS Collapse Means for Every Leader

Gainsight

This article was originally published on Inc. . It’s a challenging time in the world—and in the world of SaaS. Right now, 2022, the Bessemer Venture Partners (BVP) Nasdaq Emerging Cloud Index is down nearly 40 percent from its peak. Since SaaS companies grew a lot during that time frame, this means multiples are down even more. While the initial impact has been on public valuations, the ripple effects are moving at warp speed.

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Re-skill, Up-Skill and Transform Your Workforce

McorpCX

Align and educate your people around a digital-first, customer-centric approach. Whether it’s new technology, geopolitical unrest, a competitive threat or, oh, let’s say… a pandemic. change and disruption is an unwelcome but inevitable part of business. These days, external forces seem to be upending just about every corner of our lives in spectacular ways.

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A Step-by-Step Guide to How Shopify Works

kommunicate

Last Updated on June 23, 2022 POV: Your business is growing. You have more leads pouring from all directions. You have to start catering to customers with better efficiency lest you lose the very factor that drew towards you – customer service. But, there is a challenge. You have been running your store offline for [.]. The post A Step-by-Step Guide to How Shopify Works appeared first on Kommunicate Blog.

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Insights on antineoplastic and immunomodulating therapies patent landscape to drive litigation strategy

Clarivate

In our new oncology report, we analyzed paragraph IV certification and post-grant patent litigation trends impacting generic drug strategies on antineoplastic and immunomodulating therapies. Our analysis suggests notably that the jurisdictions chosen for infringement and validity challenge cases over the past 10 years are changing, and past favorites may no longer be the most strategic. .

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Here’s Why Multi-Touch Incremental Attribution Model is the Only One You Should Ever Use

Optimove

The study of attributions is relatively young. It began in 1958 when Fritz Heider, an Austrian psychologist, published a book called “The Psychology of Interpersonal Relations,” which included the first attribution theory. According to Heider’s theory, all people are naive psychologists who try to find the causes behind actions and behaviors, and we are all susceptible to making errors in judgment when trying to attribute outcomes.

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Antibody drug conjugates and bispecifics seize the spotlight at ASCO 2022

Clarivate

As part of our Drugs to Watch series, our team of oncology experts pored over thousands of abstracts for presentations at this year’s just-concluded American Society of Clinical Oncology (ASCO) Annual Meeting. One trend stood out clearly: the prominence of innovative treatments, including antibody drug conjugates (ADCs) and bispecific antibodies. ADCs and bispecifics aren’t new.

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8 Great Careers You Can Do With A Master’s In Management

CSM Magazine

A Master’s in Management can be extremely beneficial for those looking to pursue a career in management. With a Master’s in Management, you will have the necessary skills and knowledge to lead and oversee businesses and organizations. It’s a great way to further your career and open up new opportunities. There are many different types of careers that you can pursue with a Master’s in Management, including. 1.

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Bridging the Talent Gap Between Silicon Valley and East Africa Through UX

dscout People Nerds

Shipra Kayan’s company Siriforce is bringing QA careers to college-educated refugees. She wants to see more companies like it.

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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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Only 28% Of Energy Bill Payers Are Clear on What They Are Paying Providers For

CSM Magazine

New report finds evidence of almost half (46%) of respondents do not feel loyal to their current provider. In addition, 37% of customers are looking to their provider to give advice on managing their energy as cost-of-living crisis deepens. As energy prices reach a 40-year record high, a new survey has asked over 1,500 UK bill payers what they want – and how they feel – about their energy providers.

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NPS is still the best CX metric we have! Here's why.

MyCustomer

Voice of the Customer NPS is still the best CX metric we have!

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Sales Enablement Technology Decisions Just Got Easier: Introducing the Now Tech, 2022

Forrester's Customer Insights

Sales Enablement Automation (SEA) solutions equip sellers with personalized training and content to effectively engage with and meet the expectations of increasingly digital-first buyers. Over the past decade these solutions have evolved and empowered B2B revenue teams to: Optimize sales processes Break down organizational silos Shorten time-to-competency Measure the impact of enablement programs These technologies […].

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