CX Journey

OCTOBER 3, 2018

Image courtesy of CXPA It's that time of year again. This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion! I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!

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Customer Experience Customer Service Touchpoint Customers 180

Interactions

OCTOBER 3, 2018

OCTOBER 3, 2018 These days, you can’t turn on the. Read more » The post AI and the Customer Experience: 3 Situations Where Customers Prefer AI appeared first on Interactions Resource Center.

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Customer Experience Resources Customers Interaction 109

NICE inContact

OCTOBER 3, 2018

It seems like the “adoption of omnichannel” has appeared on all of the annual industry prediction lists for at least the last four years. And I predict it will appear on those lists for at least four more. This is because omnichannel isn’t a quick win, passing fad. It’s typically a multi-year business strategy that requires a significant investment of resources, time and money.

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GetFeedback

OCTOBER 3, 2018

Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. Dreamforce 2018 was a blast from start to finish. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible.

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Survey Measurement Customer Success Metrics 150

Speaker: Loreal Lynch, 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.

Data

Omnicus

OCTOBER 3, 2018

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer experience is surpassing price and product selection as the key brand differentiator that drives consumers’ purchasing decisions. In fact, 86% of customers are willing to pay more for a better shopping experience.

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Omnicus

OCTOBER 3, 2018

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer experience is surpassing price and product selection as the key brand differentiator that drives consumers’ purchasing decisions. In fact, 86% of customers are willing to pay more for a better shopping experience.

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Customer Service Customer Retention Customers Consumers 140

ShepHyken

OCTOBER 3, 2018

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: “ Good leaders don’t take people where they want to go. They take them where they need to go.”.

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Customer Service Training Customer Service Customers Training 118

Omnicus

OCTOBER 3, 2018

Find out if you’re cut out for creating an amazing customer experience Follow this link and take our quiz.

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Customer Experience Customers 140

Heart of the Customer

OCTOBER 3, 2018

This may not seem like a CX-related post, but bear with me a minute. I attended a fabulous CXPA event on CX Day this week. Laurie Englert (full disclosure: she’s a client), the VP of Customer Experience at Legrand’s AV Division, shared how her team uses design thinking. We then applied those skills to strategize […]. The post Brainstorming: Design Thinking vs.

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Customer Experience Employee Engagement Conference Customers 68

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Omnicus

OCTOBER 3, 2018

Find out if you’re cut out for creating an amazing customer experience Follow this link and take our quiz.

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Customer Experience Customers 140

Integrity Solutions

OCTOBER 3, 2018

For Your Salespeople, Purpose and Success Are Directly Linked. Why do you do what you do? Why do you sell what you sell? What is the why of your life? What is your purpose? Salespeople might not consciously be asking themselves these questions on a daily basis. But the fact is, their purpose —the motivating force behind what they do—is influencing their results every day.

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Sales Exercises Financial Course 78

Talkdesk

OCTOBER 3, 2018

I am thrilled to announce Talkdesk has secured $100 million in new funding. As the largest round ever raised for a private company in the contact center industry, this is strong validation of the company’s current performance and future potential. Powered by this round of new funding, and an immeasurably talented and passionate team, Talkdesk will accelerate our mission to make interactive customer experience a competitive advantage for companies around the world.

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Contact Center Industry Competitive Advantage Interaction 75

Bizagi

OCTOBER 3, 2018

You asked, we listened. We are pleased to announce the launch of the new 11.1 version for the Bizagi Platform. Following our recent service updates to Modeler Services and Bizagi Engine , 11.1 includes more updates, as requested by the Bizagi global community of over 1 million professionals. You can download version 11.1 from bizagi.com now. These are the highlights of the version 11.1 update: SAML 2.0 support.

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

NetBase

OCTOBER 3, 2018

Even the biggest brands in the world aren’t immune to mishaps. The problem for modern brands isn’t issues cropping up – it’s how quickly social media turns small problems into viral catastrophes. The good news is, social media is also the solution – or more specifically, Social Media Analytics is. This next section of our Complete How-To Guide: Social Analytics explains how using Social Media Analytics helps you weather a crisis, as well as keeps your brand out of the line of fire in the first

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Analytics Social Media Management How To 60

ClientSuccess

OCTOBER 3, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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eBook Customer Success Resources Culture 52

Russel Lolacher

OCTOBER 3, 2018

Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate assumptions and a seller scorned. This is the Customer Experience Storytime tale of…. The Jilted Jewelry Store. The Story. ACT ONE: Joan certainly didn’t think, on such a sunny Thursday afternoon, she would be mistaken for a criminal.

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Retail Customer Experience Sales Customer Journeys 48

Oracle

OCTOBER 3, 2018

The lure of fall activities once the leaves start to change color and the air begins to chill is undeniable, especially if you live in a part of the country where the seasons sashay on and off stage with remarkable flourish. Although the peace and solitude of the woods has its appeal, the ability to harness CX technologies to enjoy nature’s splendor can be just as attractive – especially if you can take advantage of the latest apps and connected technologies designed to improve your

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Technology Fashion Report Connections 49

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Russel Lolacher

OCTOBER 3, 2018

Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate assumptions and a seller scorned. This is the Customer Experience Storytime tale of…. The Jilted Jewelry Store The Story ACT ONE: Joan. The post CX Storytime Tale of The Jilted Jewelry Store appeared first on The Upsell.

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Customer Experience Retail Customers Customer Service 48

NetBase

OCTOBER 3, 2018

Finding a way to stand out from the crowd is always a challenge in any category. Social listening certainly gives you an edge, particularly as it helps you uncover influencer advertising ideas that not only help you stand out – they propel you forward on jet fuel, with a glossy coat of furniture polish to boot! Applying a Solid Base Coat. IKEA knows its audience.

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Advertising Measurement Brands Video 49

Method:CRM

OCTOBER 3, 2018

[…]. The post 5 Signs That Your Client is Unhappy (And How to Keep Them Around!) appeared first on Small business insight from the #1 QuickBooks CRM.

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How To CRM Customer Retention Loyalty 49

The DiJulius Group

OCTOBER 3, 2018

The Most Customer-Centric Company In The World Amazon has really had only one stated goal since it began: to be the most customer-centric company in the world. That was Jeff Bezos’ goal when he started Amazon. Actually it wasn’t his goal—it was his obsession. Early in his career he told a reporter, “The reason I’m. Read Full Article. The post Jeff Bezos Shares The Secret To Amazon’s Success appeared first on The DiJulius Group.

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Customer Centricity Groups Report Company 43

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.

Retail

Playvox

OCTOBER 3, 2018

Call centers rely heavily on the value of their staff. Recruiting the right staff, providing effective training and sustaining the level of engagement of staff is a key aspect of the work for the call center manager. There is a plethora of support available if the manager knows where to focus their attention and how to use resources to achieve maximum benefit.

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Call Center Tools Resources Training 40

Happy or Not

OCTOBER 3, 2018

By Katri Hurskainen | HappyOrNot E-commerce is killing the high street. Amazon is killing brick and mortar stores. Millennials are killing retail. You’ve no doubt heard this chorus of doom and gloom for the future of retail. But should high street retailers simply raise their white flag and accept their days are numbered? E-commerce doesn’t […].

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Retail 46

Pink Guava

OCTOBER 3, 2018

90 day Customer Experience Strategy to close 2018 with some Action! 30days - Build your customer story. Before you want to start make sure you have weighed options of whether you want to drive it internally or hire a third party. Either ways, the objective is to have substantial data and information in hand to know current state and opportunities to grow for an enhanced Customer Experience Management in your organisation.

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Customer Experience Customer Journeys Roadmap Leadership 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Three Ways to Turn Data Into Experiences – Story Miners & CX Workout. Full transcript below: Hello everyone! Welcome. Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute.

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Data Customer Journeys Consulting Course 40

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Russel Lolacher

OCTOBER 3, 2018

Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate assumptions and a seller scorned. This is the Customer Experience Storytime tale of…. The Jilted Jewelry Store. The Story. ACT ONE: Joan certainly didn’t think, on such a sunny Thursday afternoon, she would be mistaken for a criminal.

Retail 40

Retail Customer Experience Sales Customer Journeys 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Full transcript below: Welcome everyone! Thank you so much for joining today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

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Customer Experience Design Customer Experience Return on Investment Customers 40

RapportBoost

OCTOBER 3, 2018

Heidi Rote of Jenny Craig, RapportBoost.AI’s Valued Client, Named Among This Year’s ICMI’s Movers and Shakers. – Award by the International Customer Management Institute recognizes trailblazers in the contact center and customer experience industries; Rote recognized for implementing Conversational Selling Analysis Platform by RapportBoost that helped her team double its live chat sales conversion rate – RapportBoost.AI , a Los Angeles based technology company that provides augmented

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