Mon.Aug 29, 2022

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A Great CX Project Lead Has These 5 Characteristics

The DiJulius Group

After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards. On the contrary, if one doesn’t possess these characteristics, there will be struggle resulting.

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How Your Multi-Channel Customer Support System Is Damaging Your Brand Reputation & 8 Steps To Avoid It

Omnicus

Poor customer service is costing businesses more than 75 billion dollars a year. That number should scare you – or at least inform you that most contact centers will (and should) consider how they can up their game in the years to come. Discover exactly what it takes to deliver incredible customer experiences visit after visit, call after call. In these strange and challenging times, companies are facing the difficult task of increasing their profits without sacrificing their level of service.

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NPS vs. Social Media For Market Research

Retently

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail. Discussion on social media platforms like Facebook and Twitter can be a powerful, accurate and valuable signal of public opinion, whether it’s aimed towards a business,

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Nearly half of CMOs are not ready for a cookieless future

Adrian Swinscoe

On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […]. The post Nearly half of CMOs are not ready for a cookieless future first appeared on Adrian Swinscoe.

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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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How Can Identity Help B2B Marketers Build Better Experiences? (Vlog)

Merkle

Identity is a must for B2B organizations to best reach key buyers in a privacy-safe way. Historically, organizations would manage lead generation efforts separately from their nurture, growth, and retention efforts. This resulted in disjointed teams, disjointed messaging, and cold-start problems that could be avoided if all efforts were being coordinated through one platform.

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Use Amazon SageMaker pipeline sharing to view or manage pipelines across AWS accounts

AWS Machine Learning

On August 9, 2022, we announced the general availability of cross-account sharing of Amazon SageMaker Pipelines entities. You can now use cross-account support for Amazon SageMaker Pipelines to share pipeline entities across AWS accounts and access shared pipelines directly through Amazon SageMaker API calls. Customers are increasingly adopting multi-account architectures for deploying and managing machine learning (ML) workflows with SageMaker Pipelines.

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5 Top Customer Service Articles of the Week 8-29-2022

ShepHyken

Each week I read many 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. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. (Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

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4 ways that enterprise virtual agents will evolve

Interactions

Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . But what’s next? First off, it goes without saying that the companies that have not invested in advanced self-service technology will fall behind.

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A Customer-Focused, Digital Approach To Dining From The Halal Guys

Blake Morgan

? ? ? ? ?. When The Halal Guys started as a New York City food cart in 1990, technology was the furthest thing from the founders’ minds. Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining. The brand recently underwent a design of its 100-plus franchise locations to showcase its story and give customers the authentic feel of ordering from a New York City street cart—but with stronger digital options.

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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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As consumers demand brands absorb rising costs, how can they keep their customers?

MyCustomer

Loyalty Consumers demand brands absorb rising costs.

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What is the metaverse—and is there value for manufacturers in this digital future?

West Monroe

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. All Rights Reserved. Businesses around the world took note when Facebook announced that it was changing its name to Meta Platforms, Inc., formally focusing the company’s future around the concept of the metaverse.

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How to Apply RA(S)CI Principles in Customer Success (and a FREE Template!)

Education Services Group

If you’re wondering, “What the heck is RA(S)CI, and why should I care?” it’s okay! I’m here to help. And even if you’ve heard of it (or even used it) in the past, a refresher might come in handy. While it is a pretty common tool, not every team or company takes advantage of its benefits. But maybe they should! We regularly utilize this technique at ESG to provide clarity on project roles and responsibilities.

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What is the metaverse—and is there value for manufacturers in this digital future?

West Monroe

This article was originally featured in the August 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. All Rights Reserved. Businesses around the world took note when Facebook announced that it was changing its name to Meta Platforms, Inc., formally focusing the company’s future around the concept of the metaverse.

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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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How to Start Using Ethical AI Today – A CMO’s Guide

Merkle

There’s an increasing need for brands to oversee and understand their artificial intelligence (AI) processes as they’re used more and more across organizations. Ethical AI , or explainable AI, provides the foundation for doing just that. Though AI oversight might immediately make one think of a chief data officer or chief technology officer, in actuality, all members of an organization play a key role in ethical AI.

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Top 9 Salesforce Survey Capabilities – Tips, Benefits, and Salesforce Survey Examples

Zonka Feedback

Feedback surveys are the best way to get to know your customers and understand what matters to them from time to time. Surveys help you understand your customers’ pulse and position yourself correctly to retain the existing ones and continually attract potential customers.

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What Skills Should a Customer Service Advisor Have?

CSM Magazine

A customer service advisor should have strong communication skills, both written and verbal. They should be able to speak clearly and confidently, and also be able to listen attentively to customers. They should have good problem-solving skills and be able to think on their feet, as well as be patient and calm under pressure. They should also be able to work well as part of a team.

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Your favorite moments from Pulse 2022

Gainsight

We knew walking into the Moscone Center, before the crowds arrived, that Pulse 2022 would be special. Maybe it was the fact that we were all finally back together in one place. Or maybe it was the fact that new colleagues and collaborators from Community and Product were joining us this year. Whatever it was, we could feel the difference. . What we didn’t know was how much everyone else in the Pulse community would love the event this year.

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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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5 Ways to Improve Your Customer Service Security

CSM Magazine

Today’s customer services teams conduct most of their daily operations online. The internet has made it much easier to connect with customers and solve their problems, but it also poses some unique security risks. A cyber attack would not only hinder your ability to provide customer service, but it could also cause serious financial and reputational damage.

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Build Successful Brand Communities at Scale

2020 Research

Rob Berger, Executive Vice President of Global Quantitative Research, and Tom Doulos, Vice President of Client Service Operations at Schlesinger Group, presented a webinar Aug. 11, 2022, on how to build successful brand communities at scale. Quantitative research aims to discover the “what” behind a question. This can be done through a branded insight community (IC).

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50+ Employee NPS Survey Questions | ENPS

SurveySparrow

Using the 50+ employee NPS survey questions here (and our tips!), you would know all about your disengaged employees. That’s crucial because, according to Forbes , disengaged employees have absenteeism higher by 37%, productivity lower by 18%, and 15% lower contribution to profitability. Translating that into dollars means 34% of such employees’ annual salary yields nothing.

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How to Improve Customer Service as a Jewelry Store Owner

CSM Magazine

Happy customers are the bread and butter of any successful jewelry store. If you’re not providing good customer service, you will not stay in business for very long. That’s why it’s essential to ensure that you’re always giving your customers the best possible experience. Here are a few tips on how to improve customer service as a jewelry store owner: Train Your Employees.

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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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75+ Yes Or No Survey Questions — Examples & FAQs

SurveySparrow

Imagine this. It’s a fine Sunday morning. You wake up late and want to start things up with excellent green tea. While sipping on it slowly, you get a hold of your phone and switch on the internet. What’s the first notification you’ve got? It’s an email containing the link to a feedback survey from one of your favorite brands. You don’t want to open it, but it’s from a brand you like.

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Help Yourself Achieve Career Success With These Tips

CSM Magazine

A successful career is something that many people aspire to. It can be a challenge to achieve, but with the right tips and advice, it is definitely possible. In this blog post, we will discuss some of the most important things you need to do in order to have a successful career. Do your research, get the right education, network with the right people, and create a good website – these are just some of the things you need to focus on!

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Employee Goal-Setting Questions and Strategies for Managers

SurveySparrow

Need to help employees set and manage goals, but unsure where to begin? In this article, we give you a clear, easy-to-follow employee goal-setting framework for setting smart goals that are aligned with your company’s goals, priorities, and mission. Gain clarity on your team’s goals and your organization’s overall business goals. First, you create bigger-picture goals that would help accomplish the company’s goals.

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8 Ways to Quickly Get Some Cash in an Emergency

CSM Magazine

We get it, life can get ahead of us all sometimes. With the rising cost of living amongst generally wanting to live a content and full life full of enjoyment, sometimes the cash we thought we had saved disappears. However, money can be made even in the most desperate of circumstances if need be. So if you’re currently scraping through till the next payday, don’t worry, we have you covered.

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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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10 Best Google Surveys Alternatives in 2022

SurveySparrow

Have you been using Google Surveys to create surveys online? And you’re now open to better Google Surveys alternatives for certain reasons? Looking to compare different Google Surveys alternatives? You’ve come to the right place! Here are the best alternatives to Google Surveys for creating surveys and forms online, feel free to jump to the section that’s relevant to you: SurveySparrow.

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9 Advanced Concepts for Ultimate Key Account Management Success

Kapta Customer Success

Key account management is a journey and along the way, key account managers (KAMs) are expected to develop and grow throughout their careers continually. KAMs need to always strive to ascend through the levels of the KAM Maturity Model to the fifth and most proficient stage.

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What is customer experience management and why it matters

Selmo

Customer experience is a key differentiator for businesses. Find out how good customer experience management can put your business on top.