Mon.Jul 18, 2016

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Evolving with Kids: Standardizing and Solving

InMoment XI

No matter how prepared you think you are, when you have a baby, your world flips upside-down. You’ve done it all: read all the books, received advice from everyone and their mother, reflected on the way you were raised, and talked about expectations with your child-raising partner, if you have one. In my case, once. View Article.

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For “My Protection”, But Where’s The Customer Service?

Steve DiGioia

your apologies only go so far This original article was written by Steve DiGioia. While driving home late one night from work I stopped into a Wendy’s Restaurant for a quick meal. I hand over my credit card for payment; it’s denied. What, how can that be? A few minutes later my wife calls me to say that she just got a call from the credit card company, the bank, saying they want to speak to me about the card.

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Evolving with Kids: Standardizing and Solving

InMoment XI

No matter how prepared you think you are, when you have a baby, your world flips upside-down. You’ve done it all: read all the books, received advice from everyone and their mother, reflected on the way you were raised, and talked about expectations with your child-raising partner, if you have one. In my case, once.

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An Amazing Experience: Personalize your CX Today!

Beyond Philosophy

Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.

Video 95
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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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Evolving with Kids: Standardizing and Solving

InMoment XI

No matter how prepared you think you are, when you have a baby, your world flips upside-down. You’ve done it all: read all the books, received advice from everyone and their mother, reflected on the way you were raised, and talked about expectations with your child-raising partner, if you have one. In my case, once.

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More Trending

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Fundamentals of SaaS Customer Onboarding

natero

"A successful onboarding paves the way to retention, renewal and even up-sell in the future.". Onboarding is a critical phase of the SaaS customer journey, setting the stage for your post-sales customer experience. It’s when customers form their first impressions of your product and decide whether it gives them value – or not.

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5 Top Customer Service Articles For the Week of July 18, 2016

ShepHyken

Each week I read a number of customer service articles from various online 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. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. (LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR.

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Companies Are Embracing Pokémon GO

Think Customers

You may have seen them over the weekend wandering the streets like zombies and glued to their mobile phones. No, they weren't extras in an episode of "The Walking Dead." They were players in Niantic Labs' new augmented reality game Pokémon GO. Since its launch last week, the GPS-enabled game has become an overnight sensation with at least 15 million downloads as of late last week, making Niantic $14 million in just a few days. .

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How to Drive Differentiated Service Revenues

Alliance by IFS

Finding ways to drive new revenue is one of the top business challenges facing service organizations today. According to the Technology Services Industry Association (TSIA), 76% of companies are struggling with service revenue growth. While service has become an important profit center for many companies, in some industries it has been treated as an afterthought –- something that’s practically given away to ensure a product sale or a contract.

How To 0
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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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The US Customer Experience Index for 2016, Part 1: The Bar for CX Quality Inched Up

Forrester

It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. We use this methodology to create an annual benchmark of CX quality at large US brands.

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INFOGRAPHIC: 2016 State of Global Customer Service

Tricia Morris

No matter where you are in the world today, one thing is for sure. Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far, around channel availability and digital transformation. This year, Microsoft customer service preferences and expectations survey polled 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the United States and found some interesting commonalities, as well as distinct differe

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What’s the Best Call Center Software for Your Business?

Talkdesk

Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software often forms the foundation of a business’ customer service provision and outbound inside sales. The technology that you select will have a tremendous impact on your company’s bottom line, so it’s important to do your research.

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Are You a “Traditional” Marketer?

Waypoint Group

Have you evolved to the subscription economy? Let’s face it: Your CEO didn’t ask Marketing to simply run campaigns. Marketing is tasked with generating more business and campaigns are the foundation to meet that objective. And yet we all understand that times have changed: Customers have more power than ever through word-of-mouth (WoM).

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Four Steps to Insight-Driven Sales and Marketing in Lean Times

Teletech

A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) from our colleagues at TeleTech Consulting posited that businesses can stretch their sales and marketing investments and achieve better results by, first and foremost, using insights and analytics to focus their activities on the best, most predictive targets. Of course, in this age of advanced customer connectivity, big data, and real-time decision-making, this is accepted wisdom.

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How to spectacularly fail your customers and damage your brand – by British Airways

ijgolding

Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to the places I do and want to apologise to those who tire of reading about my highs and lows around the world.

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The WHY, WHAT and HOW of Customer Success

Amity

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.

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The Business Benefits of Customer Feedback in 60 Seconds.

customer sure

If you’re someone who instinctively makes the link between customer satisfaction and business success then this won’t be a surprise. But sometimes a colleague will ask you to justify the Return on Investment (ROI), or maybe you’ve just forgotten quite how many are the business benefits of customer feedback. Either way, if you need a spur to take action and finally get customer feedback working properly for your business then this is for you.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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The WHY, WHAT and HOW of Customer Success

Amity

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.

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4 Ways for a Small Team to Respond Faster to Customers

LiveChat

Expectations for customer support and response times have become sky high. Even when you work at a small company with a tiny team, people are accustomed to fast responses to their questions and complaints. According to data collected by Edison Research , at least 39% of people expect responses on social media within one hour, but “the average response time from businesses is five hours.

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The WHY, WHAT and HOW of Customer Success

Amity

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.

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Peer Cross Training: What Is It And How Will It Improve Your Customer Experience and Employee Engagement?

Michel Falcon Experience

Does the thought of aligning your entire company, improving your customer experience and increasing employee engagement interest you? If so, this post is for you – I want to introduce you to peer cross-training as a way to improve alignment, customer experience and employee engagement in the next 30 days. In this post I will outline what peer cross-training is, explain the benefits and provide you with a step-by-step guide on how to host it for your company.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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The WHY, WHAT and HOW of Customer Success

Amity

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.

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The WHY, WHAT and HOW of Customer Success

Amity

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, a former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.