Mon.Dec 12, 2022

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3 Main Challenges Field Service Leaders Face in 2023

TechSee

Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.

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11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever

The DiJulius Group

Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1. The Great Retention Great companies help people live amazing lives. Great. Read Full Article. The post 11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever appeared first on The DiJulius Group.

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Live Chat vs Messaging Apps: The Modern Hybrid Solution

Kustomer

When organizations are considering a chat strategy, there’s a common debate over whether live chat or a messaging app is the right method to use for client communication. Both models have pros and cons, but technologies have evolved to make a hybrid approach not just possible, but effective. By blending both models together, you can test, collect feedback, and grow — and new tools make it easier than ever to take the best from each approach.

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Top 14 Pipedrive Integrations to Improve Your Workflows

Zonka Feedback

Pipedrive is pretty useful and powerful tool and it's already fulfilling my organization's needs of tracking and managing deals, so what's with the integrations?

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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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HoC is Hiring!

Heart of the Customer

As Heart of the Customer (HoC) grows, we need a new CX Strategist to lead relationships with our clients. This role serves as the face of HoC with our clients, working with executives to define their most significant business problems and identify ways for HoC to solve them. This is a senior-level consulting role, engaging […]. The post HoC is Hiring!

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Amazon SageMaker JumpStart now offers Amazon Comprehend notebooks for custom classification and custom entity detection

AWS Machine Learning

Amazon Comprehend is a natural language processing (NLP) service that uses machine learning (ML) to discover insights from text. Amazon Comprehend provides customized features, custom entity recognition , custom classification , and pre-trained APIs such as key phrase extraction, sentiment analysis, entity recognition, and more so you can easily integrate NLP into your applications.

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Best practice before reporting an incident to SAP!!!!

SAP Customer Experience

SAP offers a wide range of resources to help you. Let’s have a closer look on options available before we report an incident and make the best use of them. Today, we’re going to look at a brief overview of all the options available to search for an answer as.

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How IBM and Google Shaped the Term “Beta”

Centercode

At Centercode we use the term “beta” countless times every day. We realized that even though we use it so much, we’d never taken a moment to step back and consider where it came from.

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2023 Outlook: The Future of the Private Equity Industry

West Monroe

Private equity has experienced years of high deal volume and sky-high valuations. But as rising interest rates, inflation, and threats of a recession continue to impact the economy, the future of private equity is in flux as firms are forced to compete more aggressively for good deals—or to find ways to ratchet up the value of the struggling companies they’re able to snatch up at a bargain.

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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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Types of Patient Satisfaction Surveys with Survey Questions

Zonka Feedback

Most reliable and useful patient feedback can be collected when you collect feedback on the right events, for example, post-consultation feedback, post-treatment feedback, and post-discharge feedback. This kind of patient feedback can shed light on the most important aspects of your healthcare services. The feedback can help you determine and address any gaps that may cause people to not choose you.

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2023 Outlook: The Future of the Private Equity Industry

West Monroe

Private equity has experienced years of high deal volume and sky-high valuations. But as rising interest rates, inflation, and threats of a recession continue to impact the economy, the future of private equity is in flux as firms are forced to compete more aggressively for good deals—or to find ways to ratchet up the value of the struggling companies they’re able to snatch up at a bargain.

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Are Your Sellers Equipped to Embrace the Future of B2B Sales?

Integrity Solutions

Throughout the decades, sales experts and consultants have touted a variety of so-called surefire tips and tricks for account prospecting, targeting and conversion. Some strategies have fared the test of time better than others, but by and large, as the modern selling environment continues to shift, many of the old “best practices” no longer apply.

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2023 Outlook: The Future of the Private Equity Industry

West Monroe

Private equity has experienced years of high deal volume and sky-high valuations. But as rising interest rates, inflation, and threats of a recession continue to impact the economy, the future of private equity is in flux as firms are forced to compete more aggressively for good deals—or to find ways to ratchet up the value of the struggling companies they’re able to snatch up at a bargain.

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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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The Iceberg of Beta Tester Benefits

Centercode

Most companies recognize the value that beta testers bring to an organization before product launch, but that's just the tip of the iceberg. The mass that lies beneath the water line expands far beyond what you see on the surface.

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2023 Outlook: The Future of the Private Equity Industry

West Monroe

Private equity has experienced years of high deal volume and sky-high valuations. But as rising interest rates, inflation, and threats of a recession continue to impact the economy, firms are forced to compete more aggressively for good deals—or to find ways to ratchet up the value of the struggling companies they’re able to snatch up at a bargain.

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5 Reasons for Which You Should Have an Online Food Ordering System for Your Restaurant

CSM Magazine

Even as an introduction, it is needless to say that the basics in customer service and the hospitality industry have changed drastically during the past years. Everything evolved with a clear purpose, and that would be to make both the provider’s and the customer’s experience an easier one. Everything is a touch away and having everything you might need delivered at your doorstep has become the usual.

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Going to the Cloud? These High-Level Migration Strategies Will Ensure a Smooth Transition 

Strativity

Moving is invariably stressful, whether you’re buying a new house or moving applications to the cloud. But careful planning can facilitate a smooth transition. The cloud is an increasingly popular destination: according to Gartner, nearly two-thirds (66%) of spending on application software will shift to cloud technologies by 2025. That’s up from 58% in 2022, a trend accelerated by growing demand for integration and innovation capabilities.

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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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Dispensing WizDom for Better Customer Support

GlowTouch

One Customer at a Time No discussion about technology goes very far before someone broaches the subject of artificial intelligence – how to use it, where is it most effective, what downsides might exist, and so forth. Within customer support outsourcing industry, there are diverse opinions that range from AI and chatbots as indispensable parts of a customer service operation to an innovation that causes more problems than it solves.

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Future-Proof Your Enterprise Technology with Composable Architecture  

Strativity

The limitations of Commercial off the Shelf (COTS) solutions and all-in-one packaged products became apparent during the pandemic, when businesses relying on traditional digital experience platforms struggled to respond efficiently to changing consumer habits. All too often, DXPs—digital experience platforms that enable the creation and management of omnichannel experiences—are proprietary and monolithic.

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Avoid Looking Like a Spammer: Email Dos and Don’ts

Blueshift

There is no denying that deliverability standards keep changing over time. It is now about the quality of mail stream rather than just the sending ability of an ESP. Big data has caused ISPs to review numerous more details about an email than we can imagine. There are many aspects considered for calculating sender reputation using thousands of heuristics for each decision made.

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Coaching Tips for Account Managers | Key Account Management

Kapta Customer Success

Are you going to KAMCon in 2023? We just announced the preliminary lineup of speakers for our premier conference for Account Management leaders and innovators. Our KAMCon event takes place from April 12th to 13th in Boulder, CO and includes impactful learning experiences from today’s visionary thought leaders and executives.

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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

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I Am Merkle: Lela Brown

Merkle

This month we talk to Assistant Media Planner Lela Brown working on the Cisco Global Account Management Team as a Global Lead and as a Social Analyst on their Americas Social Team and has recently joined the Workday Account’s Media & Demand Team. We discuss her work, what inspires her, how she became involved in the Multicultural BRG. I Am Merkle is a series of interviews that showcase the individuals who make Merkle a unique and diverse place to work.

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War and Peace: The CSM Edition

Gainsight

In his memoir, Charlie Beckwith, the founder of the US Army’s Elite Delta Force, stated that risk is inherent to any job worth doing. What separates the elite operators is their thorough preparation or the ‘practiced plan’ for the foreseen risk and their ability to adapt to unforeseen risks. He essentially explained the old army adage: The more you sweat in peace, the less you bleed in war. .

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I Am Merkle: Misa Fujii

Merkle

This month, we talk to Misa Fujii, an SEM Analyst within Merkle’s Amazon team. Learn about her work, what inspires her, how she became involved in DEI initiatives, and more. I Am Merkle is a series of interviews that showcase the individuals who make Merkle a unique and diverse place to work. I grew up in Sunnyvale, California, but spent my summers attending school in Chigasaki, Japan.

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3 ways to enhance your customer experience

My Customer

The retail landscape has transformed. From the ongoing effects of the pandemic to the rising cost of living crisis, retailers have been. 12th Dec 2022. By Ablanos Business Director UK.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Determining Your Beta Testing Objectives

Centercode

One of the most unique aspects of beta testing is the wide variety of different objectives it can achieve compared to other forms of product testing.

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DevOps Theme Team: 2022 In Review And Looking Ahead To 2023

Forrester's Customer Insights

Happy holidays from the DevOps Theme Team! Our merry band of Forrester analysts covering enterprise architecture, infrastructure, application development, application security, and technology strategy meets periodically to share research, debate trends, and dive into breaking news. What are a few of the trends and themes that have caught our attention this year?

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HappyOrNot’s 12 Days of CXmas

Happy or Not

The holidays – the most wonderful time of the year! Or is it? The hustle and bustle that comes with the goal of crossing everything off on your shopping list can be stressful, or blissful, depending on how you like the season. . Speaking of shopping, it’s no secret that the holiday period leading up to Christmas, starting with the biggest bang on Black Friday, holds the biggest portion of retail sales all year.

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