Fri.Dec 02, 2022

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No Phones Allowed: Brand Building Through Tech-Free Experiences

Blake Morgan

In a world where technology seems to be the driving force behind every customer experience, a growing branch of the experience economy is doing something radical: banning cell phones. The businesses of building memorable events is booming, and unique selfie opportunities are often part of the package. Technology-free experiences buck the trend that brands don’t seem to exist if they aren’t constantly shared on social media—which could be a risky move, but customers feel they have experienced som

Brands 105
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Retail Marketing Trends from Cyber Week 2022

Merkle

Black Friday is already the most popular holiday shopping day, and this year, it set a record for online sales. Axios reported that $9 billion dollars were spent online on Black Friday, which is up 2.3% over 2021, as brands are pushing out overstocked inventory at steep discounts and every customer is looking for gifts. On the heels of the holiday, Merkle’s client delivery teams shared the top trends they noticed around Black Friday and Cyber Monday this year.

Trends 98
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The Best Way to Choose Respondents for Your Corporate Surveys

Zonka Feedback

Formulating marketing and business strategies doesn't need to be a game of chance. Today's technology allows you to make insightful, data-driven decisions that support sustainable growth.

Survey 98
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Why Was Emotional Value Index (EVI®) Developed

Feedbackly

Emotional Value Index (EVI®) , in a word, is brilliant. Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. The shift from products to experiences. The ever-evolving customer expectations shape how brands create and present their buying journey.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Choosing Between Zendesk Chat’s Answer Bot and Third-Party Chatbot Integrations

kommunicate

Last Updated on December 2, 2022 Zendesk acquired Zopim in 2014 to rebrand it as Zendesk Chat. So, what IS Zendesk chat? Zendesk chat is a live chat software popular with businesses of all sizes worldwide. Zendesk chat also refers to software enabling your customer support team to engage with customers with automated bots. Customers [.]. The post Choosing Between Zendesk Chat’s Answer Bot and Third-Party Chatbot Integrations appeared first on Kommunicate Blog.

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From Gen Z to Boomers: Meeting the Banking Needs of Each Generation

SaleMove

Understanding generational differences opens up much greater potential for banks and credit unions that have the right technology and marketing. The post From Gen Z to Boomers: Meeting the Banking Needs of Each Generation appeared first on Glia Blog | Digital Customer Service Explained.

Banking 52
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Why You Should Always Call Your Customers by Name

CSM Magazine

John Tschohl, founder and president of the Service Quality Institute, explains why it is important to call customers by name whenever possible. For most of us, one of the sweetest word we can hear is our name. When someone calls us by name, it connects us. That is true no matter the situation. It’s especially true when we are making a purchase, whether it is a cup of coffee or a car.

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How to close the feedback loop on automotive customer surveys?

SurveySensum

Automotive companies have invested billions of dollars to get ahead of the competition, focusing on the quality of vehicles, features, design, performance, fuel potential, comfort, value for money, and many other attributes. But they are NOT focusing on the other side of the coin – Customer Experience. The customer experience of car buyers is as important as the quality of cars and their attributes.

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Just how many bank accounts do we need?

My Customer

(This is a reprint of an original blog by my co-writer Elise Horent ) Image by Nattanan Kanchanaprat from Pixabay Having a strong financial. 2nd Dec 2022. By Peter Dorrington Co-Founder and Chief Strategy Officer.

Banking 52
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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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World Cup 2022: Stats, Players, Highlights, and More

Brandwatch CX

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Data Mesh In 2023 And Beyond

Forrester's Customer Insights

2023 predictions for data mesh: Clarity, challenges, more confusion, and opportunities are all just part of the journey.

Data 47
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Dec 02 – Customer Success Jobs 

SmartKarrot

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account. Retain and grow client base through identifying cross/upsell opportunities. Onboard and train new customers on the solution.

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Key Takeaways From Conversations With Patient Engagement Vendors

Forrester's Customer Insights

The burgeoning shift to more accountable care and the high prevalence of chronic disease demands more proactive - versus reactive - care delivery models. Healthcare organizations and policy-makers recognize patient engagement improvement is a top priority to move this initiative forward. Read this blog to uncover key insights from conversations with patient engagement vendors.

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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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How to get verified on Instagram with the blue check mark

BirdEye

Instagram can be a powerful marketing tool for businesses. With over 200 million business accounts, the platform has also become incredibly competitive. Businesses are constantly looking for ways to outshine their competitors , and getting verified on Instagram can definitely help. However, getting verified on Instagram can take time and effort. When you look at the variety of accounts with a coveted blue check mark, you might wonder how they did it.

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The why, when, and how of customer (re-)segmentation with ChurnZero CCO Alli Tiscornia

ChurnZero

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience.

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Introducing one-step classification and entity recognition with Amazon Comprehend for intelligent document processing

AWS Machine Learning

“Intelligent document processing (IDP) solutions extract data to support automation of high-volume, repetitive document processing tasks and for analysis and insight. IDP uses natural language technologies and computer vision to extract data from structured and unstructured content, especially from documents, to support automation and augmentation.” – Gartner.

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Are Product Managers Chief Executives of Their Product? It Depends.

Gainsight

This article was originally published in CIO. . It’s said that every company is now, at least partly, a software company, which is undoubtedly changing the IT landscape. As a result, Product Managers (PMs) have more opportunities and are more important than ever. Yet it’s often wondered, by everyone from the Chief Information Officer to the Help-Desk Technicians: What exactly does a PM do?

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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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IDEM – A Framework for Managing Expansion Revenue (Upsell & Cross-sell)

SmartKarrot

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? Expansion revenue specifically offers such a chance. A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . In what way does the expansion revenue framework actually exist?