Mon.Apr 26, 2021

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CX Is A Critical Driver Of Emotional Loyalty

Forrester's Customer Insights

Emotion metrics can be a measure of a customer’s actual loyalty. But only when they're placed in a larger context of customer loyalty metrics. Read more.

Loyalty 49
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6 Solutions to Make Your Digital Strategy Sizzle

NICE inContact

2020 was certainly a year unlike any other. A global pandemic of previously unimaginable extent has fundamentally changed the way we live, work and interact with each other, not only privately but also in a business environment. The use of digital channels has been on the rise for many years, both for how we communicate in our personal life, as well as for how we interact in a business environment.

Strategy 156
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How PodPlays Is Disrupting the Podcast Industry with Listener Feedback

Alida

PodPlays® is a family-friendly audio drama podcast with a mission to discover Nashville’s next country hits. In order to provide the best content for listeners and their families, PodPlays needed to know who their listeners were, and what content would keep them coming back for more. Providing the best listening experience was only possible by tapping into their listeners and uncovering what types of content make them crank up the music, gather the whole family, and tell all their friends about

Industry 130
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Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation

TechSee

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels. A January 2021 survey found that 65% of U.S. consumers required technician assistance during the COVID-19 pandemic but are still uncomfortable allowing technicians into their homes to repair things like electronics o

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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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5 Top Customer Service Articles For the Week of April 26, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. (CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.

More Trending

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Totango Product Update – Welcome to Kyoto!

Totango

Hi, We are excited to start our journey in Kyoto! . In Kyoto, we’re investing in: . Digital Engagement – Living in a digital world means timely digital tools to manage, visualize, and drive the digital journey. This includes new SuccessBLOCS that will enable you to leverage industry-based practices. Health – Control health definitions and get more visibility in health reasons to drive the right action. .

NPS 62
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Improve the Nursing Experience With Customer Experience Strategies

Hallmark Business Connections

This article was originally published on Healthcare Business Today. Even before the outbreak of COVID-19, the rate of nurse burnout — physical, mental, and emotional exhaustion resulting from chronic workplace stress — was at c ritical levels. And with nurses on the front lines of a global pandemic, threats to their mental and physical health have multiplie d exponentially.

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How to Deliver a Customer-Friendly Vaccination Experience with Messaging

Think Customers

Everyone over age 16 in the United States as well as Puerto Rico and the District of Columbia is now eligible for a coronavirus vaccine. Yet for many, the vaccination experience journey is still broken and confusing. What’s more, consumers will most likely need to repeat the vaccination process next year whether it’s to receive a new dose or a booster shot.

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NFTs: A New Asset Class Sheds Light on the Customer Experience

InteractionMetrics

The NFT (short for Nonfungible Token) is a new asset class that’s as abstract as an investment gets. Unlike real estate or equities where you own property or a share of a company, an NFT only gives you an NFT; it points to nothing outside of itself. You don’t own a thing or even the copyright to a thing. So, on the face of it, NFTs shouldn’t be worth much.

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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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6 tips to improve your IT support

ViiBE Blog

Computers play such an omnipresent role in our lives; it is easy to forget there is a whole profession dedicated to keeping everything running behind the scenes. Suddenly, when we have a technical issue, we remember there is someone available to help us. Great IT support can make all the difference for customers experiencing an issue with your product or service.

Tips 52
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Where You Can Find The Best Amazon Virtual Assistant

Magellan Solutions

The cost when you hire a virtual assistant. Basic administrative tasks cost around $15-25 per hour. Meanwhile, you pay customer service executives $25-30 for an hour. For more complex tasks, the expected salary would reach at least $50. . An experienced assistant may charge more. Their years of expertise do not come cheap anymore. With more years of experience, the higher their expected salary is.

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CRM Hack: Personalization – Basic Boxes to Check

Optimove

To achieve deep, meaningful relationships with your customers – and optimal business targets – personalization is the key. It’s simple; if you don’t know your customers well enough, you can’t give them what they want or need. Same as with any relationship you have IRL. But where do you begin? Start by creating a complete picture of who your customers are and how they differ from one another.

CRM 52
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Protected: Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency

COPC

This content is password protected. To view it please enter your password below: Password: The post Protected: Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency appeared first on COPC Inc.

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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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How to conduct Churn Analysis?

CustomerSuccessBox

Churn is not just a Customer Success problem. It cuts across the product, support, pricing, usage, customer success, user experience, the solution we are offering, and more. Churn is inevitable. Period. But the better we analyze churn, the better we will be at reducing the churn. So, I think it’s time we set up a process to analyze our own churn.

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From Monolithic To Modular: Kicking Your Sales Content Engine Into High Gear

Forrester's Customer Insights

To deliver relevant experiences for each buying situation, B2B organizations need modular sales content. At B2B Summit, learn how high-performing organizations use sales content solutions to achieve this.

Sales 62
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An Unbiased Comparison of Optimove and Exponea

Optimove

Comparing vendor capabilities is difficult as each one bends the reality in their favor. That is why we encourage you evaluate Optimove and Exponea based on unbiased third-party reports. Optimove Exponea CDP Leader on G2 Yes Yes Marketing Automation Leader on G2 Yes Yes Customer Journey Analytics Leader on G2 Yes Not Ranked Marketing Analytics Leader on G2 Yes Not Ranked Recommended for Realtime Event-Triggered Marketing by Gartner Yes No Recommend as a CDP by Gartner Yes No Included in Gartner’

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The Forrester Wave™: Enterprise Marketing Software Suites, Q2 2021 – Martech’s Cornerstone Realigns In The Face Of Disruption

Forrester's Customer Insights

I’m excited to announce The Forrester Wave™: Enterprise Marketing Software Suites, Q2 2021. The timing couldn’t be better, because the world – marketing included – has changed dramatically in the 18 months since the previous EMSS evaluation in October 2019. Unprecedented social, regulatory, and economic factors like data deprecation remain top of mind and are […].

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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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Seamless Software Brand Management with ReviewTrackers and G2

ReviewTrackers

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The Perfect Multitouch Attribution Model Doesn’t Exist

Forrester's Customer Insights

If we can’t even build a car that can be all things to all people, why would we expect one model to be able to answer every tactic performance question? We work with clients to understand the specific intention of their marketing tactics, and then judge their performance within that custom context.

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Still, creating decision trees in excel?

Knowmax

Still, creating decision trees in excel?

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Forrester’s B2B Summit Is Here — And With It Comes The Future Of B2B Sales

Forrester's Customer Insights

Learn what successful selling will require in our upcoming B2B Summit North America.

B2B 42
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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 customer experience learnings helped Veolia improve the employee experience

Qualtrics

As we move forward through the global pandemic, it’s important business leaders continue to meet frequently in order to make the fast, agile business decisions that are increasingly critical to success. Last year many organisations were quick to form COVID-19 response teams tasked with ensuring the safety and wellbeing of employees. These teams should not be scrapped even though the immediate crisis appears to be over.

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For Channel Partners, If It Makes Dollars, It Makes Sense: Using TEI To Build The Business Case For Your Channel Program

Forrester's Customer Insights

A Forrester channel TEI study highlights the economic metrics and the business advantages to choosing to work with that partner. These studies can explain and break down the economics and the outcomes of a partnership investment in real-dollar terms partners understand — not just gold, silver, and bronze.

Study 26
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Bringing healthcare into the future with the Froedtert & the Medical College of Wisconsin health network

Qualtrics

The Froedtert & the Medical College of Wisconsin health network is tackling the human side of healthcare. By using data, they’re able to change healthcare for the better, not just for patients, but also for their staff, care teams, and physicians. We interviewed Steve Basilotto, Senior Vice President and Chief Experience Officer at Froedtert Health, on his fearless approach to change and why he thinks healthcare needs a new way of thinking about patient experience.

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Coming Soon

WorkOutLoud

The post Coming Soon appeared first on WorkOutLoud.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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April 26 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Experience Location: Dallas-Fort Worth Metroplex, US Organization: Loloi Rugs As a Director of Customer Experience, you will strategically lead and develop a management team to enhance performance by setting clear accountable performance measures. Create a culture and processes which achieve the business goals and objectives with regards to their customer service.

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How To Set SMART Goals

SurveySparrow

Setting smart goals allows us to focus on things that are important to achieve the goal instead of going about it with wavering concentration. A goal gives us guidance, direction, a clear focus and clarity. By setting smart goals, you put yourself in a position where you get closer to it by following the ideas outlined in them. What is a SMART goal?

How To 52
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What Is Revenue Leakage in SaaS? Common Causes and Prevention Tips

SmartKarrot

For any SaaS business, it is dreadful to lose revenue. The loss is always not due to external or major damages. The small leaks that are often unnoticed lead to huge losses. Many companies cannot even fathom the percentage of revenue leakage. A steady drip of losses creates huge losses in a SaaS firm. Recurrence is the most important thing in a SaaS business and when the revenue drips, the leakage is huge.

Tips 10