Fri.Dec 18, 2020

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Building a Customer Success Brand Through Proactive Customer Education

Strikedeck

Vincent Manlapaz, in an interview with Steve McDougal as he shares his insights on why relationships are won or lost during key moments.

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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data.

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What our data is telling us about how retailers can reduce holiday return volume

Talkdesk

A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season.

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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data.

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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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Not knowing why customers churn makes it hard to improve sales performance

Hello Customer

For most companies, 2020 was a major rollercoaster. Some organizations have seen growth in an unexpected way. For many others, it’s been sink or swim. With physical branches closing and opening up again, revenue streams have been quite unpredictable. When your sales numbers have taken a hit, you want to understand where that change comes from. The first step?

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Q&A: Customer Success Study Results Revealed

ChurnZero

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.

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Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

ShepHyken

This week we feature an article from Joseph A. Michelli , Ph.D., C.S.P., speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. It’s hard to remember those “good old days” before COVID-19. However, I do recall ending 2019 with a very positive outlook on the year ahead.

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Birdeye is named a leader in customer experience for the 12th consecutive quarter

BirdEye

The holidays are here! The weather’s getting colder, the decorations are up, and our presents came early. We’re happy to move forward into the New Year with more than a hundred brand-new awards from G2 under our belt. For the 12th consecutive quarter, G2 has named Birdeye a leader in customer experience management. Birdeye was also named the overall leader in categories like Online Reputation, SMS Marketing, and Live Chat.

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Kustomer Tops G2’s Leaderboard Throughout 2020

Kustomer

Built on the premise of excellent customer experience, it’s no surprise that the Kustomer team has been focused on our own customers from the start. Baked into the foundation of our company, our “customer-obsessed” krew is the backbone of our happy clients. As we reflect on the whirlwind that is 2020, one thing is certain: if customer service wasn’t already a top priority, it’s now indispensable for businesses across the globe.

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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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Startup Founders Weigh In on CX Innovation in a COVID-19 Era

Think Customers

Disruptive companies are designed to, well, disrupt existing industries and business practices. But what happens when companies across the spectrum of industries and sizes are disrupted by a pandemic? At the recent MIT Sloan Retail Conference 2020: Modeling the New Normal , a panel of startup founders shared their experiences adapting to the changes brought on by the COVID-19 pandemic and their outlook on a new retail landscape.

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The Top 5 CX Podcasts You Need To Subscribe To

Oracle

CX podcasts are one of the most effective ways to keep your finger on the pulse of the customer experience industry. By offering professionals, thought leaders, experts, and consultants the opportunity to get together virtually and explore trends and technologies through interviews and analysis, podcasts are a direct link to the customer experience energy that keeps CX moving forward.

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Call Centers vs Contact Centers: What’s the Difference?

ViiBE Blog

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication. However, beyond those similarities, these two communication centers are quite different.

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Using Product Benchmarks to Gauge Product Performance

Gainsight

Product engagement, feature adoption, daily active use (DAU), monthly active use (MAU), retention rate, and NPS are just some of the metrics used to evaluate a product’s performance. But on their own, these numbers have little meaning. So how can you use these metrics to determine how well your product is doing? One option is to compare current performance to past performance and monitor changes over time.

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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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Call Centers vs Contact Centers: What’s the Difference?

ViiBE Blog

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication. However, beyond those similarities, these two communication centers are quite different.

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How Will Customer Experience Change in 2021?

SurveyGizmo

A webinar with Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga. Watch the webinar here. On December 16, 2020, Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga, sat down with Jeannie Zaemes, Director of Growth Marketing, to discuss their predictions for how customer experience will change in 2021. What follows is a summary of the main points, but for the full story you’ll want to watch the webinar.

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First Contact Podcast | Season 1 Overview

NobelBiz

Season 1 of the First Contact Podcast was a major success. As we discussed some of the most important topics in the contact center industry, the feedback we received was amazing. We invite you to a Season 1 Overview as we get ready for the 2021 Season 2. The post First Contact Podcast | Season 1 Overview appeared first on NobelBiz®.

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Watch: CRM Hack on Testing Principles, B2CRM Weekly News Update, and CRM Analysis on lululemon

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on testing principles, and a deep analysis on the well-known athletic apparel retailer, lululemon. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS UPDATE: Jack Harlow & Jonny Cotta Mixing Content and Merch.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Deadline Looming for SMCR Regulation

CSM Magazine

The SMCR deadline is fast approaching, which will require employees working in regulated finance and investments firms to be fully compliant with the latest SMCR regime. The SMCR, which stands for Senior Managers Certification Regime, was launched by the Financial Conduct Authority, the City regulator to increase accountability for large investments and potential losses.

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What Are Examples of Content Marketing?

DemandJump

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Health Insurance One of the Best Perks for Employees in 2021

CSM Magazine

According to a survey carried out by one of the UK’s largest employee benefits platforms, it has been confirmed that health insurance is one of the top 3 perks for employees going into 2021. This was part of a survey of over 500 individuals working across the UK, which also highlighted life insurance and childcare support amongst the top 3. The popularity of employee benefits has grown significantly in recent years.

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What are the Types of Content Marketing?

DemandJump

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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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Principle #2: Quality and Access to Service Work Together

Brad Cleveland Blog

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they finally do reach an employee. Valuable time is spent apologizing and delivering service takes more time.

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What is An Example of Good Content in 2020?

DemandJump

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Explaining Explainable AI

Forrester's Customer Insights

In 2020, one message in the AI market came through loud and clear: AI’s got some explaining to do! Explainable AI (XAI) has long been a fringe discipline in the broader world of AI and machine learning. It exists because many machine-learning models are either opaque or so convoluted that they defy human understanding. But […].

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What are Content Categories?

DemandJump

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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 Reasons Spanish E-Commerce Call Center Services Are Booming

Grupo Noa

Call centers are essential for every business. No matter, whether a business firm deals in FMCG products or software services, offering timely services to customers matters a lot. In the context of Spanish call center outsourcing , a firm certainly needs an expert call center consultant that can provide multilingual contact center services. The latest research study says that the US is one of the most diversified countries with 80% of the foreign-born Americans speaks in a language other than En

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What are Examples of Content Marketing on Social Media?

DemandJump

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In Times Of Crisis, Empathy Fuels Loyalty

Forrester's Customer Insights

In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors. We showed how the growing importance of values-based consumption for a minority of affluent consumers […].

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