Thu.Oct 14, 2021

10 Questions for B2B2C CX Leaders

Heart of the Customer

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.

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Thinking About Employee & Customer Journey Mapping? 3 Reasons to Dive In

InMoment XI

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping.


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2021 Gartner® Hype Cycle™ for Natural Language Technologies


At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.”

Keatext helps COOLA boost customer satisfaction by 5 points


The post Keatext helps COOLA boost customer satisfaction by 5 points appeared first on Keatext. Case study

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

How to Use an SEO Keyword Generator to Drive Revenue


Using a keyword generator for SEO keyword research is a basic skill that all digital marketers should master. Paid Search Search Marketing Organic Search Content Marketing

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The Intuitive Customer Trailer

Beyond Philosophy

Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems.

Contactless – what you need to know about fraud and more

Helen Dewdney

New £100 contactless limit – is it safe? On 15 October 2021 the contactless payment card spend limit increases from £45 to £100. According to a survey of over 1,000 people I undertook, 51% of people didn’t think it should be raised, whilst 47% thought it should and 2% were undecided.

Stumped for New Ideas? This is What is Stopping You

Beyond Philosophy

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens.

Keyword Research Examples and the Best Tools To Use


Search engine optimization (SEO) is the process of tailoring content to improve where it ranks when potential customers search for the products or services you provide. Paid Search Search Marketing Organic Search Content Marketing

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Why Customers Ask Vague Questions (and What To Do About It)

Help Scout

It’s frustrating when customers don’t give you the details you need in order to help them, but they aren’t being lazy. Here’s how to understand and address the root cause of vague questions. Read the full article

What Is Keyword Research? Explained in 4 Easy Steps


What Is Keyword Research and Why Is It Important? Keyword research is the process of discovering which words and phrases your target audience is using to search for websites and answers to questions on search engines.

The Fundamentals of Turning CX Data into More Loyal Customers


Our previous article focused on generating leads and attracting new customers to your business using CX data. If you have achieved that, congratulations! Insight collect feedback customer experience customer feedback cx loyal customers reduce churn take action

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Keyword Match Types: The Pros and Cons of Each Type


Your choice of keywords is how you connect with the search intent of potential customers—essentially it’s how you stand out in the void to match their search queries. Paid Search Search Marketing Organic Search Content Marketing

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

UserIQ Plays — It's a Thing


Playbooks: Sales teams have em. So do sports teams. News & Announcements CS Technology & Trends

Guest Post: This is the Secret Ingredient in the Contact Center

Stella Connect

Colin Shaw is an official LinkedIn Influencer where he has recognized as one of the ‘World’s Top 150 Business Influencers.’ Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years.

COVID-19: Fighting a global pandemic with innovation


In this episode of Ideas to Innovation , Clarivate life sciences and healthcare experts reflect on partnering with pharma to combat the pandemic. Listen now.

Apple iOS 15 Features: Push Notifications


Back in June, we shared a preview of Apple’s new iOS 15 privacy protection features that will affect your brand’s marketing strategy — specifically regarding your approach to email. Now, after the release of iOS 15 in late September.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

6 Steps in Launching a Successful Customer Service Initiative that Lasts

The DiJulius Group

Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die.

5 Vital Tools Real Estate Agents Need for Success

CSM Magazine

The world of real estate is not for the faint of heart. Sure, there is a chance you’ll be among the lucky ones who get to win more than $1 million annually , but to get there, you need a lot more than just people skills.

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Autumn Innovation Launch: Embedding ease and trust into every engagement


No matter where you are right now, the seasons are changing — And your award-winning customer engagement platform is no different.

Five Ways Courier Companies Can Improve Their Customer Service

CSM Magazine

The success of any business is majorly dependent on the quality of customer service offered. On the same note, customer satisfaction has a huge impact on a company’s client retention rate. This is the reason why a company should always try to deliver excellent customer service at all times.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Customer Service Is an Essential Part of Employee Time Tracking for Better Management!

Call Experts

Sometimes companies will execute employee time tracking by using a sign-in sheet when entering and leaving the workplace. Likewise, the conventional method of requesting time off, sick leave, or tardiness is by calling your supervisor, and the supervisor records the absence on a spreadsheet. .

Ways to Ensure Writing Plagiarism-Free Content for a Site

CSM Magazine

Plagiarism is something everyone wants to avoid, but few manage to do it. Sometimes, plagiarism is intentional which may make others have a bad impression on you and your skills.

Employee Evaluation Process: The 8 Great Dos and Don’ts


Employee evaluation – you have either heard of it, or been through it at some point. But now you’re a manager, and it’s your turn to do an employee assessment. Giving feedback is a nerve-wracking process for many of us (it definitely is for me).

Europa Announces Employee Expansion

CSM Magazine

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. These include team leaders, business development managers, trainers, and call centre agent positions.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!