Measure customer satisfaction with these 3 KPIs
Hello Customer
JANUARY 26, 2023
Metrics & Methodologie
Thu.Jan 26, 2023
52 
Insurers lower risk of tough decisions by listening to their customers
Alida
JANUARY 26, 2023
The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.
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7 Contact Center Trends to Watch in 2023
Tricia Morris
JANUARY 26, 2023
Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.
In hospitality, your people are NOT your most important assets.
Bill Quiseng
JANUARY 26, 2023
In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”
Retail Reimagined: What It Means To Be An Innovative Retailer
Speaker: DeAnna McIntosh, Retail Growth Strategist
Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.
Customer Success: What It Is and Why It Matters
Helpware
JANUARY 26, 2023
As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Brand Loyalty? “Lol, Not Without Trust,” Consumers Say
Optimove
JANUARY 26, 2023
Consumer trust is a crucial component of any successful marketing strategy. It’s more important than any promotion, feature, funny post on social, or brand color.
Lucky Vitamin
Optimove
JANUARY 26, 2023
The post Lucky Vitamin appeared first on Optimove. customers
Best Egg achieved three times faster ML model training with Amazon SageMaker Automatic Model Tuning
AWS Machine Learning
JANUARY 26, 2023
This post is co-authored by Tristan Miller from Best Egg. Best Egg is a leading financial confidence platform that provides lending products and resources focused on helping people feel more confident as they manage their everyday finances.
Brain Fog HQ: Memory Enhancement Techniques for Professional Development
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
What the heck is Relative Attractiveness and why it matters? – Interview with Richard Hammond of Uncrowd
Adrian Swinscoe
JANUARY 26, 2023
Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing […] The post What the heck is Relative Attractiveness and why it matters? Interview with Richard Hammond of Uncrowd first appeared on Adrian Swinscoe
The Seven Key Strategic Questions Essential for Gaining Growth in 2023
Beyond Philosophy
JANUARY 26, 2023
It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year.
How Intuit QuickBooks and Mailchimp Scaled its “Adopt a Small Business” Program Globally
dscout People Nerds
JANUARY 26, 2023
Adopting a small business isn’t easy when your team is conducting studies across the globe. Here’s how Intuit QuickBooks has made it work
The 2023 Customer Experience Management Value Index
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
Let’s Have An Honest Conversation About The HVAC Call Center.
Call Experts
JANUARY 26, 2023
If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center.
How to Identify & Coach on the Most Effective Soft Skills
Myra Golden
JANUARY 26, 2023
Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening. Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills.
TDCX Announces Launch of Digital Customer Experience Center of Excellence in Singapore
CSM Magazine
JANUARY 26, 2023
Angie Tay, Group Chief Operating Officer, TDCX TDCX Inc., an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore.
The Future of Localization is Here: Are You Ready?
Forrester's Customer Insights
JANUARY 26, 2023
Here’s a thought experiment to test if your organization is ready for the future of localization. When you think about your customer and employee experience (CX and EX), do you think about what it’s like in each of their languages? Or do you unconsciously assume a monolingual experience?
How to Leverage the Top CX Trends of 2023
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Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
Employers Are Stepping Up As 53% of Frontline Colleagues Report Symptoms of Stress
CSM Magazine
JANUARY 26, 2023
Research released today by the CCMA (Call Centre Management Association) highlights the changing nature of calls taken in the contact centre are having an impact on frontline wellbeing, with more than half of frontline colleagues reporting at least one symptom of work-related stress or burnout.
SAP MaxAttention Innovation Workshop ‘Expand your Enterprise User Experience with SAP Mobile Start’ (Virtual, March 2, 2023)
SAP Customer Experience
JANUARY 26, 2023
Virtual March 2, 2023 Agenda Dear Valued Customer, We are pleased to inform you about the SAP MaxAttention Innovation Workshop focusing on ‘Expand your Enterprise User Experience with SAP Mobile Start’ taking place virtually on March 2, 2023. Please find the current agenda here.
Taking Care of an Elderly Relative: Your Options
CSM Magazine
JANUARY 26, 2023
Unfortunately, getting older is simply a part of life, and the inevitable decline that happens, as a result, is often unavoidable. There often comes a point when your elderly relatives can no longer live unassisted.
Communication providers: OFCOM figures show continuing poor communication
Helen Dewdney
JANUARY 26, 2023
Communication problems with telecom providers I have said for many years that the communications sector is the worst for communication!
How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
Humans: The #1 Risk for Contact Center Compliance
Interactions
JANUARY 26, 2023
Humans remain the number one driver of the need for compliance and data breaches today, demonstrating that security is no longer just a technical challenge but a human one as well. Plenty of statistical data supports this claim: 82% of breaches involved the human element.
Will Discount Stores be 2023's Disruptors?
IntouchInsight
JANUARY 26, 2023
Consumer trends over the past few years have been volatile, to say the least. As concerns shifted away from health and safety, we saw traditional motives like cost and convenience return. Meanwhile, supply chain issues and a demand for higher wages have increased operational costs for businesses.
Telephone Still Preferred Channel for Customer Service Interaction
Interactions
JANUARY 26, 2023
The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections.
Customer Loyalty Insights from Early Adopters
Centercode
JANUARY 26, 2023
It's no secret that customer loyalty is crucial for any business. Not only is it more cost-effective to retain existing customers, but loyal customers also tend to spend more and recommend your company to others
Is Your CX Program Delivering the Results You Had Hoped?
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When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.
Best Practices for Beta Test Reporting (with Template!)
Centercode
JANUARY 26, 2023
When reporting on a beta test, it can be challenging to make sense of the data and difficult to know what information to report on or take action on.
A Massive Key To Your Future Success Is Healthy Service Provider Relationships
Forrester's Customer Insights
JANUARY 26, 2023
On average, companies spend 28% of their technology budgets on technology services. Those budgets have increased by 13% over the past 4 years and for custom software by 20%. And we don’t see this trend slowing.
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