Tue.Jul 12, 2022

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AI Creates Super-Human Customer Service

Blake Morgan

? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. When most people think of customer service artificial intelligence, they think of chatbots. . But the power and potential of AI in customer service extend far beyond chatbots, which Forethought CEO Deon Nicholas says tend to be very artificial and not very intelligent. Truly leveraging the power of AI allows brands to create super-human customer service.

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The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data?

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How lululemon Co-Creates Experiences with and for Their Customers

Alida

lululemon is a Canadian athletic apparel retailer with massive global appeal that creates high-performance athletic apparel and accessories through a human-led design approach. This customer-centricity has led the brand to consistently look for new ways to ensure they are supporting their guests (customers) and their community. To support this approach, the lululemon brand team established the lululemon Feedback Forum built on the Alida platform.

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Customer Listening Posts: Ask These Questions to Boost Your VoC Program

Experience Investigators by 360Connext

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

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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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Amazing Business Radio: Julius Robinson

ShepHyken

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.

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How Exactly Will a CRM Power Omnichannel Customer Support In the Future?

Kustomer

The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. True omnichannel support ensures seamless transitions and consistent experiences from one channel to the next.

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Is it Time for a Martech Upgrade? 3 Steps to Understand the Path Forward

Merkle

Navigating the current marketing technology (martech) landscape can be overwhelming and difficult. Sifting through all of the different vendors and capabilities available could leave your organization thinking it’s time for a technology upgrade. New technology and implementations are often expensive and take valuable time and resources, so before making the decision to upgrade, it is important to evaluate your organization’s current martech stack to ensure the most effective and financially wise

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How BPO Can Transform Your Fintech Business

Helpware

Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies alike feel the pressure associated with hiring tech professionals, which is impacting their bottom line.

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Success! Now what?

Zeisler Consulting

What should you do when you’ve met your Brand Promise goal? That’s a question that came up from a former client recently. We’d done some great work in the past and the CEO called just to check in and catch up. His was a pretty specific question, but the general applicability is something that I thought was valuable so I’ll share some broad-brush observations here.

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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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Is it Time for a Martech Upgrade? 3 Steps to Understand the Path Forward

Merkle

Navigating the current marketing technology (martech) landscape can be overwhelming and difficult. Sifting through all of the different vendors and capabilities available could leave your organization thinking it’s time for a technology upgrade. New technology and implementations are often expensive and take valuable time and resources, so before making the decision to upgrade, it is important to evaluate your organization’s current martech stack to ensure the most effective and financially wise

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SAP Commerce Cloud – Holiday Season and High Traffic Readiness Program

SAP Customer Experience

Customer Experience is SAP’s priority. To ensure customers have a winning holiday season by giving their online shopping consumers a best-in-class experience, SAP is launching the 2022 Holiday Season Readiness Program (HSRP). As holiday shopping means increased traffic on online stores, November and December are traditionally very high-turnover months for.

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Coaching Strategies That Improve a CSR’s Writing Skills

Playvox

You’re Katherine’s manager, and you’re concerned about her performance. She’s punctual and upbeat, but her writing skills are weak. You tried assigning her to live chat, but she earned poor CSAT scores, so you moved her to email. Now it’s time to check on her performance. You choose one of her recent email responses to a customer and settle in with your QA scorecard to see how well she did. .

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What Are the Top Types of Digital Marketing?

DemandJump

How important is marketing in the digital age? According to a 2019 report , 85% of marketers feel that their customers expect a personalized experience from them. Quality content marketing can help ensure that your target audience is getting the information they need—and that it feels like you understand their pain points and where they are coming from as well.

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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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Optimove Acquires Real Time Personalization Platform Graphyte. See Why it’s a Game Changer

Optimove

In case you somehow missed our big news today (July 13, 2022), allow us to bring you up to speed: today, we announced the acquisition of Graphyte, a realtime, cloud-based personalization platform optimizing web and mobile experience for consumers. . And if right now you’re thinking, “Hey, why does this sound familiar?” You’re not wrong.

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How Disengaged Employees Kill Your Retail Business and 5 Tips To Prevent It

Zonka Feedback

Disengaged employees are bad for any business, especially retail, where customer service and customer experience are crucial for success. The biggest reason for this is that disengaged employees are typically unproductive employees.

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Organizational Competencies: Types, Importance & Examples

SurveySparrow

To understand where organizational competencies fit in, imagine your organization as a giant tree. If the core product is the trunk, the business units are the branches. The leaves are all of the product/service offerings. Finally, organizational competencies are the root network that nurtures the organization’s growth. In this article, we will: Define organizational competencies, and understand their importance.

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Announcing The Forrester Wave™: AI/ML Platforms, Q3 2022

Forrester's Customer Insights

Artificial intelligence applications are beginning to hit their stride, delivering end-to-end experiences for customers and employees that match or exceed human capacities. To help enterprises decide which AI/machine-learning (ML) platform to invest in, Forrester evaluated vendor platforms offered by Amazon Web Services, C3 AI, Cloudera, Databricks, Dataiku, DataRobot, Google, H2O.ai, IBM, Microsoft, Palantir, RapidMiner, RStudio, […].

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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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10 Things You Need to Know When Looking for the Best Inbound Call Center for Your Business

Magellan Solutions

Inbound Call Center Partner Checklist. “The customer is always right.”, the popular saying goes. . Customers are the lifeblood of every business, and it makes sense to always be attentive to their needs and preferences. But as a small and growing business, you might not always have the time or the energy to sit your customers down and listen to their concerns, which is why an inbound call center might just be what you need. .

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How to verify my business on Google: the ultimate guide

BirdEye

Google Business Profile (formerly known as Google My Business) is a free tool that helps businesses manage their online presence across Google. When you create and verify your business on Google, you’ll be able to control how customers see your business and decide which information is displayed. Having an active Google Business Profile makes it super easy for customers to contact you and leave reviews.

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Sabio Group Enhances Agent-Wellbeing Offering with Latest Acquisition

CSM Magazine

Sabio Group has enhanced its contact centre agent wellbeing offering following its acquisition of leading workplace mental health platform provider, People Matter. The digital customer experience (CX) transformation specialist announced completion of the acquisition today in a move that enriches its current intellectual property (IP). People Matter specialise in helping organisations measure and improve mental wellbeing in the workplace – recognising warning signs and helping companies address p

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CX job vacancy of the week: Paramount+

My Customer

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 12th Jul 2022. By Rhys Fisher Staff Writer.

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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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I’m Launching My Trucking Company. What Kind of Insurance Do I Need?

CSM Magazine

An owner-operator or a small firm that provides transportation services is strongly encouraged to get great trucking insurance as an essential coverage option. Your choices for insurance will vary according to the sort of truck that your drivers are operating, the commodities they are transporting, the number of years of experience, and the dangers being taken on.

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??Just Launched??: The New and Improved Layout Editor!

Vanilla Forums

We’re beyond excited to officially announce the launch of our new and improved community layout editing experience!

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BigChange Lifts the Weight of Job Management for Upholstery2u

CSM Magazine

Gym equipment repair specialist Upholstery2u, is using the latest technology to streamline workflows and boost customer service levels. Supplied by BigChange, the complete job management platform dynamically schedules work for a nationwide team of upholsterers which is shared, via an app, to mobile phones that synchronise in real time with the back-office solution.

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Five Straightforward Steps To Identify A Strong Product Vision

Forrester's Customer Insights

When I ask clients, “Why do you continue to work with your security vendor?”, the answer I get most often is “I believe in its vision for the product.” A vendor’s product vision is its point of view on the biggest challenges to the industry and a tool that security pros can use to identify […].

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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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Showcase Your Reviews with Amplify by ReviewTrackers

ReviewTrackers

Amplify , the new review widget suite from ReviewTrackers, displays all or a curated set of customer reviews on your website to increase conversions and boost your site’s SEO performance. Displaying customer reviews and testimonials on a brand website is one of the easiest ways to leverage social proof. Prospects visiting your site are more likely convert when they read about the positive experience from other customers. .

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Sales Leaders Guide to B2B Sales Strategy Amid Economic Downturns

Forrester's Customer Insights

Evidence from past economic downturns suggest leaders who quickly assess and then decisively act will best position their company for success. But what are the critical assessments and actions sales leaders should make in their ongoing B2B sales strategy? Education Become versed on economic principles (inflation, stagflation, recession). In addition, understand the financial impacts of […].

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How NAVEX is Scaling Customer Success From a Single Data Point

Gainsight

The prioritization of durable growth over growth at all costs has become the focus of every SaaS modeled business. Customer success is the solution for those seeking to break through the constraints caused by the downward pressure of the economy. With so many leaders prioritizing efficiency, it wasn’t surprising that our recent Catapult webinar covered how Gainsight customer, NAVEX , effectively scaled its customer success program through digital-led segmentation. .