Thu.Nov 21, 2019

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Is One of Your Top 10 Memorable Moments Your Worst Customer Experience?

InMoment XI

Key Life Moments and the Experience Connection I think that your worst service experience ever is probably just as memorable as other key moments in your life, like the day you got married or the day you graduated from college. Just think about that. We have experiences with different companies nearly every day. You log. View Article.

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How to Resolve 5 Common Customer Service Problems

CSM Magazine

When you own a business, fostering excellent customer service can be a challenge. Pleasing everyone who uses your products or services can be nearly impossible, even for those companies that rank high in this area. However, no matter the size or nature of your company, there is always room for improvement and education, and learning from these common customer service issues may help you understand how to handle them if they arise. 1.

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Using Customer Satisfaction Metrics: NPS Best Practices

Totango

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.

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How to Maintain Growth in Business

CSM Magazine

When you start your own business, it is both exciting and nerve-wracking at the same time. And when you finally reach success, there’s nothing quite like the feeling of elation that your hard work has been fruitful. But the road to success does not end there- as a matter of fact, it’s only just the beginning. It’s important for every business owner to understand the value and process of maintaining growth within their business.This is why we’re going to fill you in on some factors to help you st

How To 52
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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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Years One Through Four: How to Advance and Elevate the CCO Role

Customer Bliss

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. This is an important role for the growth of your organization, and you will need the help of your C-Suite team, especially the CEO, in order to gain real traction in your work.

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Customer Experience Best Books of 2019 – 2020 Readings

eglobalis

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

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Best Field Service Software to Personalize Experiences — APT-SKIDATA Case Example

Alliance by IFS

APT-SKIDATA leverages Alliance Enterprise to deliver personalized service and support 24/7 to carparks, sporting centers, and leisure attractions across the UK. HORSHAM, PA (September 10, 2019) — With the help of Astea International Inc., a leading global provider of field service management and mobility solutions, APT-SKIDATA has successfully completed FSM (field service management) implementation of the cloud-based Alliance Enterprise™ solution in the EMEA region.

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Why does AI still need humans? (and where does it need them?)

Interactions

Artificial Intelligence (AI) has come a long way in the past decade. Machines can communicate with humans like never before. Some are even smart enough to react and adapt in real time based on the flow of conversation. . Those of us who work in industries like applied AI for customer service get to see this technology advancement occur up close. In the last few years, I’ve witnessed the surge of Conversational AI applications, both voice and text based, ranging from simple chatbots to more advan

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5 Things Movember Can Teach Us About Growing Marketing Impact

Oracle

Men across the world are facing a health crisis. Globally, 9.9 million men are living with prostate cancer, and another 577,000 are estimated to be living with or beyond testicular cancer. The latter disease is the most common cancer plaguing men aged 15-39 years old. Even more sobering, nearly one man dies by suicide every minute. These largely preventable health issues contribute to men dying on average 7 years younger than women.

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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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Reaching 5G’s “Plateau of Productivity”

Guavus

Gartner Hype Cycle. Gartner’s Hype Cycle tracks market expectations for emerging technologies, starting with an initial period of “inflated expectations” that peaks before sliding into the inevitable “trough of disillusionment”, where visions are dashed on the shores of market reality. However, new technologies eventually gain a foothold when mainstream customers adopt viable products that solve real-world problems, climbing the “slope of enlightenment” before ultimately reaching the

eBook 52
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CX Consulting 101 – Top Principles of Customer Experience Design

Strativity

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this third post in our ‘CX Consulting 101’ series, we look at how to excel at customer experience design by focusing on your customers’ feelings, co-creating with front-line personnel, and providing action

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Agile EX Solution For The Modern Organization

Confirmit

Register to the webinar for your region. Australia: 12th December @ 11am AEDT. Europe: 12th December @ 11am GMT. North America: 12th December @ 11am EST. Companies are starting to own their employee experience (EX) like never before. Finally, organizations are realizing that creating a great EX is the best strategy for driving a great customer experience (CX) and improving organizational performance.

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If Your Employees Aren’t Happy, Your Customers Never Will be

CCO Council

Introduction. A major airline found their internal customer satisfaction ratings dropping. A VP, not entirely jokingly, said, “Send all the flight attendants to charm school!” Charm school isn’t the answer. Unless you work for the DMV, employees typically WANT to do what is right for the customer. But often, internal policies and procedures are tying their hands.

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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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Enterprise Security Vendors Need An Infusion Of Open Source Culture

Forrester's Customer Insights

This week, I attended IBM’s fifth annual Security Summit in New York City, an exclusive event for a who’s who of IBM’s security customers. This is my third year attending, and I always look forward to going for a few reasons: 1) This is a small, targeted half-day security conference — perfect for a forced […].

Culture 63
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What Your Benchmark Data is Telling You and How to Turn it into ROI

Blueshift

Benchmark data can serve as your company’s guiding light, but only if you know how to interpret it. Using the right metrics and choosing the right KPIs to evaluate will provide you with valuable insights to boost your ROI. Why is benchmark data important? Benchmark data gives you an idea of how your business is […]. The post What Your Benchmark Data is Telling You and How to Turn it into ROI appeared first on Blueshift.

ROI 53
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7 Reasons Why You Need a Salesforce Document Generator

Ecrion

When you’re trying to improve your company, streamlining your sales operations is always part of the process. Learning the ins and outs of customer service software tools will help you get the results that you are looking for. Nothing lets you get the most out of your CRM like a reliable Salesforce document generator. To learn more about this software and how it can serve you in your business endeavors, consider the points below.

CRM 50
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What Your Benchmark Data is Telling You and How to Turn it into ROI

Blueshift

Benchmark data can serve as your company’s guiding light, but only if you know how to interpret it. Using the right metrics and choosing the right KPIs to evaluate will provide you with valuable insights to boost your ROI. Why is benchmark data important? Benchmark data gives you an idea of how your business is […]. The post What Your Benchmark Data is Telling You and How to Turn it into ROI appeared first on Blueshift.

ROI 53
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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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9 ways Contact Centres can help you retain customers

Genroe

These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After all, it costs 5 to 6 times more to acquire a new customer than retain an existing one! However, many businesses do not understand the impact that the Call Centre […]. The post 9 ways Contact Centres can help you retain customers appeared first on Genroe.

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The Power of Transparently Sourced Social Insight

NetBase

The power of capturing online insight is lost when brands do not have access to what’s informing it. Transparently sourced social insight is table stakes today, or it should be. Because if the accuracy of the insight gathered cannot be confirmed, it is of little value to brands. And can be pretty scary, actually. Yet today, we see many analytics tools that slice and dice their data using black box methodology.

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Measuring and Mapping Customer's Emotional Journey

Gold Research

In their best-selling book “The Power of Moments”, Chip and Dan Heath profile “Moments that Matter” and how these have significant impacts on customer loyalty and how “elevating the positive moments” have 9-times the impact of “minimizing the negative moments”. Moments are inherently emotional, and need to be both identified, measured and mapped to inform an on-brand customer experience that the organization can plan, design, train and act in alignment.

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Do customers play a role in creating better experiences for themselves?

Innovative CX

There has certainly been a lot written about putting the “customer” in the customer experience. That is, ensuring that the voice of the customer is listened to when it comes to executing your customer experience strategy. Journey Mapping strategies include analyzing customer touchpoints and pain points as well as documenting specific phases of the customer’s interactions with an organization’s brand.

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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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The Power of Transparently Sourced Social Insight

NetBase

The power of capturing online insight is lost when brands do not have access to what’s informing it. Transparently sourced social insight is table stakes today, or it should be. Because if the accuracy of the insight gathered cannot be confirmed, it is of little value to brands. And can be pretty scary, actually. Yet today, we see many analytics tools that slice and dice their data using black box methodology.

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Tie CX To $ In Your Measurement System

Forrester's Customer Insights

In a previous post I wrote about why $ is the only CX metric that really matters. So, how do you make it the centerpiece of your CX measurement program? The basic principle is about as simple and compelling as it gets. Let’s start with something that everyone in business already accepts: Some customers are […].

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The 3 Types of Stakeholders You Work with as a UXR (and How to Win Them Over)

dscout People Nerds

Your stakeholders are different. Here’s how to adjust your approach for each one. .

How To 45
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New Research: The Global State of XM

Experience Matters

The XM Institute published a new report, The Global State of Experience Management (“XM”). The research is based on a survey of more than 1,200 senior executives from across six countries: Australia, Canada, Germany, Japan, the UK, and the U.S. Before I share some of the findings, I just want to say that this report is free to download. As I’ve mentioned in the past, one of the cool things about moving to Qualtrics is that we get to share more of our research like this.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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How to Enhance CX with Great UX

Survicate

The post How to Enhance CX with Great UX appeared first on Survicate.

How To 40
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Faster, Better Life Underwriting Underscores The Need For Smarter Tech

Forrester's Customer Insights

Customer expectations are shaped by the immediacy, convenience, and simplicity that come when we bank, shop, and even file our taxes digitally. TurboTax may have made process of filing taxes easier, but the same can’t be said for buying life insurance. The underwriting process just takes too long and is too hard to complete. The […].

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The Edge of Service: Principles of Effective Budgeting

Brad Cleveland Blog

It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible.

Course 22