Mon.Jun 05, 2023

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Bridging the CX Perception Gap

Horizon CX

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.

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Building A Sense Of Community: American Airlines Opens Its First Hotel

The DiJulius Group

There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.

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Why businesses struggle with customer loyalty

MyCustomer

In his latest article on customer loyalty, John Aves of CP2 Experience outlines the bad behaviours that businesses must avoid if they want to attract and retain loyal customers.

Loyalty 102
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How to integrate AirVote with your ServiceCore system

AirVote

What you get when you integrate your AirVote with ServiceCore AirVote’s green QR smiley will become the serial number barcode of the unit. Every time your driver scans it with the ServiceCore mobile app, ServiceCore will find that unit to set the unit’s location or log service jobs. All real-time responses from the users will include the asset information from your ServiceCore system (customer, rental, location, last service job).

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Mastering Remote Onboarding: Proven Strategies for Seamless New Hire Integration

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

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8 Benefits of Live Chat for Customer Experience

Kustomer

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat.

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Customer Experience Should Be Part of Your Continuous Improvement Efforts

Middlesex Consulting

Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.

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Amazon SageMaker Automatic Model Tuning now automatically chooses tuning configurations to improve usability and cost efficiency

AWS Machine Learning

Amazon SageMaker Automatic Model Tuning has introduced Autotune, a new feature to automatically choose hyperparameters on your behalf. This provides an accelerated and more efficient way to find hyperparameter ranges, and can provide significant optimized budget and time management for your automatic model tuning jobs. In this post, we discuss this new capability and some of the benefits it brings.

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Live Session: Grow and Develop your Skills in SAP Customer Experience and CRM Solutions

SAP Customer Experience

Dear SAP Community! I’m back writing about some SAP CX Product Learning news! Did you know that we offer 14 different training courses and more than 20 elearnings? What if I tell you we offer currently about 25 live session where you can interact with an expert trainer? Other learning.

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Product Update: Feedback Summarizer

Thematic

We're excited to expand our generative AI-powered features to further improve your feedback analysis experience! Users want an easy way to summarize their data across the board, to instantly understand how and why their score has changed, or what customers are requesting the most. This is exactly what Theme Summarizer does for any selected theme or sub-theme in the Analysis tools.

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How To Craft Your Perfect Retail Tech Stack

Speaker: Jason Cottrell and Brian Walker

The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.

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Lucy Jeffrey from Bare Kind

Helen Dewdney

Lucy Jeffrey founder of Bare Kind Lucy Jeffrey is the founder of Bare Kind. She is 28 years old and lives in London. Lucy started her company in 2018 when she decided she didn’t want her corporate bank job to be her lasting legacy to to world. Since incorporating the company, Lucy has grown Bare Kind to what you are seeing today – bamboo socks that save the lives of endangered animals all around the world!

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This is Digital, Episode 20: Can the Nation's Largest Utility Company Match Amazon's User Experience?

West Monroe

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" on Spreaker. About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

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New Outbound Lead Generation Programs: Top 15 Challenges for Call Centers

NobelBiz

Outbound lead generation can be a game-changer strategy for businesses, but it is not without its share of challenges. When effectively executed, it can boost sales, increase profits, and lead to significant business growth. However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them.

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How to Recognize At-Risk Accounts to Minimize Churn

Kapta Customer Success

Key accounts are the lifeblood of your business. Losing even one of these VIP clients can be a huge blow to your business. Although you’d prefer to retain key accounts forever, it’s impossible to have a churn rate of zero.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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BEWARE “Out of Sight Out of Mind”

Waypoint Group

Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. Internal coalitions are more important than ever, as a full 54% of CS professionals report being remote full-time. You NEED Product, Services, Support, Sales, Marketing etc. to drive the right initiatives that drive the right improvements for customers.

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The ideal airport lounge experience

Maru Group

By Steve Brockway Maru/Matchbox | June 2023 Air travel has had its challenges over the last three years; airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers.

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Different Types of Sampling Techniques in Qualitative Research

2020 Research

Key Takeaways: Sampling techniques in qualitative research include purposive, convenience, snowball, and theoretical sampling. Choosing the right sampling technique significantly impacts the accuracy and reliability of the research results. It’s crucial to consider the potential impact on the bias, sample diversity, and generalizability when choosing a sampling technique for your qualitative research.

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Maximizing Email Deliverability: 10 Email Content Considerations

Blueshift

In this blog, we will review key areas that you should double-check when setting up your organization’s email marketing campaigns (you may also refer to our Email Dos and Don’ts blog). While it may be tempting to rush through the content creation process, this stage is pivotal as it represents the culmination of all your efforts with your subscribers.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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How to integrate AirVote with your HelloTracks system

AirVote

What you get when you integrate your AirVote with HelloTracks When you scan AirVote QR for your service, delivery, and pickup jobs. AirVote will update your location and the GPS in HelloTracks. All real-time responses from the users will show the last service information, including the date, pictures, and any notes. Here is an example of an alert you would receive if your AirVote and HelloTracks are integrated: Steps to integrate your AirVote with your HelloTracks You need: To be a user of Hello

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Great customer experiences don't happen by accident

Hello Customer

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

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There's one week left to enter CX Leader of the Year 2023

MyCustomer

With one week left to enter CX Leader of the Year 2023, now is your chance to share how you and your CX colleagues have impacted your organisation.

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This is Digital, Episode 20: Can the Nation's Largest Utility Company Match Amazon's User Experience?

West Monroe

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" on Spreaker. About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

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The 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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Navigating The Digital Whirlwind: The Asia Pacific Tech Market Is Poised For 5.8% Growth Amid Economic Flux

Forrester's Customer Insights

The tide of COVID-19 has finally receded. As Asia’s economies repopulate the global economic shoreline, they find the beach littered with new opportunities and new threats. Not even half a year in, 2023 already feels like a pivotal year between two eras of digitization.

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June 05 – Customer Success Jobs

SmartKarrot

Role: Customer Success Lead Location: San Francisco, CA, United States (On-site) Organization: Vooma As a Customer Success Lead, you’ll take ownership of the entire customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction. Develop connections to serve as a reliable and strategic advisor to assist maintain the value of Vooma’s goods and services.

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VRM And SOC Teams Can Benefit From Each Other

Forrester's Customer Insights

We’re excited to announce our latest research on vulnerability risk management (VRM) and security operations center (SOC) teams. VRM and SOC teams are pivotal parts of the security organization, with different responsibilities but shared challenges.

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Top 5 Customer Service & CX Articles for the Week of June 5, 2023

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. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

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11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,