Fri.Jan 13, 2023

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Why Customer Health Scoring Matters

Team Support

Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience. By regularly tracking customer health, businesses can make informed decisions that lead to increased customer satisfaction, retention, and revenue.

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All New CX Toolkit for 2023

IntouchInsight

Happy new year! At Intouch Insight, we’re excited for what 2023 will bring for us and our partners. And we’re kicking it off with an all-new Customer Experience (CX) Toolkit.

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Understanding the options for call recording in Microsoft Teams

Eptica

Date: Friday, January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Understanding the options for call recording in Microsoft Teams Published on: January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.

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Happy employees = happy customers. Achieve both with Punk CX.

Adrian Swinscoe

I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […]. The post Happy employees = happy customers. Achieve both with Punk CX. first appeared on Adrian Swinscoe.

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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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The Importance of CTV Measurement for Strong Performance

Merkle

With ad spend projected to exceed $21 billion for 2022 , many marketers are looking to add connected TV (CTV) to their media mix – but there are questions around how a brand can measure these efforts. While CTV can enable brand awareness in nationwide campaigns or in specific audience segments, identity resolution tools like Merkle’s Merkury allow brands to use CTV as a trackable performance marketing channel.

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Training and Development as an Employee Retention Strategy 

COPC

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training. Select contact centers add structured performance reviews and development programs to ensure their employees’ professional growth and to increase the likelihood of staff staying with their organization. .

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Every Insurance Interaction is Critical: How to Improve Policyholder Retention

SaleMove

Insurance companies can improve their profitability by boosting their policyholder retention rates with Digital Customer Service. The post Every Insurance Interaction is Critical: How to Improve Policyholder Retention appeared first on Glia Blog | Digital Customer Service Explained.

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Guest Post: How Can You Make Sure That Your Customers Feel Heard?

ShepHyken

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.

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The Transition from Traditional to SaaS: 5 Tips to Get You Through the Growing Pains

Education Services Group

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. The larger and more established your company is, the harder it is to navigate this monumental change. Think about everything that goes into the operation of a multi-billion-dollar enterprise. Now, mix in a move away from on-prem (something it has been selling since its inception!

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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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Sabio Group Expands Into the Nordic Region and Strengthens Genesys Capability

CSM Magazine

Mark Betts, Sabio’s Managing Director for the UK, Nordics and Africa. Sabio Group has expanded into the European Nordics region following a ‘transfer of business’ agreement with a major European IT consultancy. Sabio – the digital customer experience (CX) transformation company – will integrate the specialist Genesys business of Sopra Steria.

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I Am Merkle: January

Merkle

At Merkle, our DEI team is thrilled to unveil two innovative internal programs that are sure to help our employees reach new heights in both their personal and professional lives. Forward Movement Fridays : A 6 month long cohort group to learn and apply effective tools, strategies, and principles of behavioral change to achieve personal and professional goals.

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Customer Journey – Everything You Need to Know!

Feedbackly

Startup brands are always keen on learning how to attract and retain customers. While there’s no one-size fits model to keep customers happy, understanding your customers in and out can certainly help. This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy.

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Jan 13- Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks.

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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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Survey design best practices: 7 steps to follow

delighted

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. However, the results of your hard work will yield important sources of data that you can use to transform your business. In this post, we’ll identify what good survey design entails, its importance, and steps to follow in order to get actionable feedback from respo

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Federated Learning on AWS with FedML: Health analytics without sharing sensitive data – Part 1

AWS Machine Learning

This blog post is co-written with Chaoyang He and Salman Avestimehr from FedML. Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at any single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

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Survey design best practices: 7 steps to follow

delighted

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. However, the results of your hard work will yield important sources of data that you can use to transform your business. In this post, we’ll identify what good survey design entails, its importance, and steps to follow in order to get actionable feedback from respo

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15 social media engagement posts your company should try

BirdEye

Engagement is the measurement of success on every social media platform. It’s why you want to see plenty of likes, comments, and shares on your content. Yet, it can be frustrating to post content you think will work only to see followers have passed it by without so much as a single like. The truth is that some posts get more engagement than others.

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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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Federated Learning on AWS with FedML: Health analytics without sharing sensitive data – Part 2

AWS Machine Learning

This blog post is co-written with Chaoyang He and Salman Avestimehr from FedML. Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at a single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

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Digital Strategies to Help You Activate Your Customers

Gainsight

Sabina Pons is Operating Partner at Growth Molecules and a 2022 Top 100 CS Strategist. . In a recent post, we covered how customer moments of truth act as a map to achieve digital scale. Beyond the WHAT and WHY of digital-led customer success strategy, we also want to share tips on HOW to make the strategy a reality. . There’s a lot to cover if we consider the entire customer journey, so our focus here will be on those moments of truth where your goal is to activate customers and get them engage

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12 Customer Success predictions and trends for 2023

ChurnZero

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future. However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. A few common themes emerged.

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How Thomson Reuters built an AI platform using Amazon SageMaker to accelerate delivery of ML projects

AWS Machine Learning

This post is co-written by Ramdev Wudali and Kiran Mantripragada from Thomson Reuters. In 1992, Thomson Reuters (TR) released its first AI legal research service, WIN (Westlaw Is Natural), an innovation at the time, as most search engines only supported Boolean terms and connectors. Since then, TR has achieved many more milestones as its AI products and services are continuously growing in number and variety, supporting legal, tax, accounting, compliance, and news service professionals worldwide

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program