Mon.Dec 13, 2021

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How to Meet (and Exceed) Customer Expectations in 2022

Stella Connect

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. The strategy set forth for 2022 needs to be tailored to keep up with customer expectations. One thing is for sure: customer expectations always shift, and this is even more true in the aftermath of a global pandemic that reshaped the ways in which brands and customers interact.

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InMoment’s Modern Market Research and Data Analytics Approach Ranks in Top 50

InMoment XI

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services. About InMoment’s Market Research and Data Analytics Approach.

Analytics 493
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The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes

Uniphore

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end

Retail 262
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CX Top-Ups: New Features for the Holidays

IntouchInsight

Happy holidays and happy new feature releases! This month we have added several new features and product enhancements to the Intouch Platform and IntouchCheck™.

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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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Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.

More Trending

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Always Available, Always Informed Service: How Chewy.com Proves They Care About Your Pet As Much As You Do

Customer Bliss

If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment. And when your little one is out of sorts, you want whomever you reach out to for help to care as much as you do.

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The Best Customer & Employee Experience Content of 2021

The DiJulius Group

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.

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32 Best NPS® Tools for 2022

Zonka Feedback

NPS Survey Tools enable you to create, distribute, manage quickly and analyze NPS Surveys. These tools are seamlessly integrated with your business tools and give you responses and reports in real-time.

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How Voice of Customer Software Improves Account Management Efficiency

Kapta Customer Success

Even when you have a team of all-star key account managers, you need replicable business processes that everyone on the team can understand and follow. This consistency doesn't just help your account managers have a framework for doing their job well. It also ensures that all of your clients have a similarly enjoyable experience that is geared toward their success.

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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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The Tale of Christmas Present

SAP Customer Experience

Just like the rest of world, supply chain disruption has hit North Pole, Inc (NPI). NPI is a nonprofit toy distribution outfit that operates in multiple countries across the globe. Most organizations have made contingency plans and set expectations that some customers will have to wait until Q1 for their.

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5 Top Customer Service Articles of the Week 12-13-2021

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. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. (VentureBeat) Excellent customer service is vital to the long-term success of any business.

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Getting Attitudinal Data During Development With Delta Testing

Centercode

Just like there are many ways to collect attitudinal data, there are different moments when data about your customers' thoughts, opinions, and attitudes comes into play during product development. But how do you get this data?

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Breaking News: President Biden Signs Executive Order on CX

ShepHyken

U.S. Federal Government to Make Customer Experience and Customer Service a Priority. 62% of Americans don’t think the government delivers great customer service. That’s according to customer service and customer experience expert Shep Hyken. In his 2021 Customer service and CX research , he asked more than 1,000 American consumers, “Do you think the government delivers great customer service?

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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 Choose a File Transfer Solution for Your Business

CSM Magazine

An incredible amount of digital data is transmitted over the internet every day, every hour, and even every minute. Data and file transfer are at the core of digital transactions—and they’re even more critical for businesses. Companies across the world routinely exchange data internally for collaboration and decision-making and externally with their partners, suppliers, and customers.

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Designing Mobile Qualitative to Achieve Better Insights

2020 Research

Designing Mobile Qualitative to Achieve Better Insights. Download Our Latest eBook. With increased demand for a mobile-first approach, it’s no wonder smartphone qualitative has become an important component in the researcher’s digital toolkit. After all, this solution delivers an unprecedented view into the environments and experiences of the consumer and yields detailed in-the-moment and in-the-emotion insights.

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Dialogflow CX Webhook Tutorial 2022

kommunicate

Last Updated on December 13, 2021 Dialogflow CX is a new product from Google that was accessible from December 2020. It introduced a new approach to agent design, employing a state machine approach. This provides a clear and explicit control over a conversation, as well as a better end-user experience and development workflow. The older [.]. The post Dialogflow CX Webhook Tutorial 2022 appeared first on Kommunicate Blog.

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6 ways to renew (and stick to!) your CX vows

Think Customers

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees?

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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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50 Webex Polling Questions for your Next Meeting

Zonka Feedback

Remote working has been a rising trend for a couple of years. Companies have realized the advantages of remote working, and the use of Apps like Webex make it more convenient for them and their employees to remain connected.

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VIVID Homes Uses CM.com’s Innovative Conversational AI Chatbot Platform to Fast-Track Customer Queries and Share Knowledge

CSM Magazine

As the first Voicebot customer for CM.com in the UK, VIVID is a true innovator in its sector. VIVID manages approximately 32,000 homes and has around 72,000 customers – a mixture of tenants, lease holders, and garage renters. Initially concerned with knowledge leaving the business as employees inevitably moved on, VIVID contacted CM.com to create a database of information that agents could refer to when dealing with customers.

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50 Webex Polling Questions for your Next Meeting

Zonka Feedback

Remote working has been a rising trend for a couple of years. Companies have realized the advantages of remote working, and the use of Apps like Webex make it more convenient for them and their employees to remain connected.

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Getting your Customer Onboarding Right- Jeff Hackler

CustomerSuccessBox

Customer onboarding is the equivalent of what we more commonly call entering a relationship. This is a key step in the business relationship that will mark the beginning of a long story (hopefully) between your customers and your company. It is crucial to pay particular attention to it since this essential period, made up of discovery or sometimes of doubts (at least on the side of your clients) will set the tone for your future collaboration.

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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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4 themes that will define the next evolution of success and service models

West Monroe

We recently attended the Technology & Service World Conference. Here’s what we took from three days of conversations and working sessions that will define 2022.

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Get your Customer Onboarding right- Andrew Marks

CustomerSuccessBox

Andrew Marks is the President & COO of SuccessHACKER and SuccessCOACHING. He’s one of the Top 100 Customer Success Strategists. SuccessHACKER is a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies. Here, he talks about the steps to get a perfect customer onboarding. What are the ingredients of a perfect customer onboarding ?

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Returns and rotas : are you ready?

Helen Dewdney

As we approach Christmas, the signs are that the High Streets are beginning to turn back to pre-COVID levels. As people try and get back to normal there is an increase in footfall and possibly even purchases to try and treat themselves after such a horrid time. I wonder how many retailers are ready and have organised themselves appropriately? It will be just as busy after Christmas with returns, too.

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Get your Customer Onboarding right- Star Hofer

CustomerSuccessBox

Star Hofer is the VP of Customer Success at PartnerStack. She’s Top 100 Customer Success Strategist (2021 & 2020). She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. PartnerStack enables companies to accelerate growth through partnerships.

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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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Divide And Conquer: Rapid Response To The Apache Log4j Vulnerability

Forrester's Customer Insights

It’s been … a weekend for security pros. The Apache Log4j vulnerability (CVE-2021-44228) affects somewhere between 0 and 3 billion-plus of the devices currently running Java. Luckily, a metric ton of amazing advice exists on #InfoSecTwitter right now. It’s a lot to consume at once, which is why we‘ve put together three parallel workstreams you […].

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Get your Customer Onboarding right-Jay Nathan

CustomerSuccessBox

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. Higher Logic is an online community for CS professionals around the globe. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

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Three Leadership Stories You Should Tell

Forrester's Customer Insights

Photo by Tobias Mockenhaupt on Unsplash The Fundamentals of Visionary Leadership – Continuity, Novelty And Transition Successful leaders inspire, motivate, and encourage their employees. They recognize the importance of communication and connection when it comes to gaining consensus and mobilizing change around their vision and strategies. The leader points the way to the future and […].