Tue.Nov 22, 2022

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These 4 CX and EX trends should set your 2023 priorities

Think Customers

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we’ve seen over the past couple of years, customers will expect interactions to be frictionless, personalized, 24/7, and faster than ever. What’s different about 2023 is that brands will face the unprecedented challenge of meeting these growing demands amid an ongoing war for talent and mounting cost pressures.

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What Is Systematic Sampling?

InMoment XI

Data runs the business world these days. It’s great to always use data to back everything from major business decisions to website tweaks. But data is only as good as the survey that pumped it out. If you put bad information into your survey, your data isn’t reliable to base your business decisions off of. How do you prevent this from happening? After all, you don’t want to have bad data at the helm of your decisions.

Survey 260

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Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Experience Investigators by 360Connext

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please and thank yous aren’t very common anyway, but especially from kids.

How To 143
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Important Agent Performance Metrics to Measure Success

Zonka Feedback

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns. Since Customer Service Agents are the front line of any business, measuring Agent Performance can be a crucial aspect of improving Customer Service Performance and driving success. But many businesses fail to understand that there is so much more to measuring agent performance than monitoring how many calls they take in a day, if they come to work or not,

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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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How A Therapy Chatbot Can Provide Essential Healthcare Services


Last Updated on November 22, 2022 Mental health is a global concern and a serious one at that. Research shows that nearly one in every four people experiences a mental health issue anytime in the year. Fortunately, we are in an era where therapy is becoming an instrumental tool in combatting mental illnesses. Therapy, in [.]. The post How A Therapy Chatbot Can Provide Essential Healthcare Services appeared first on Kommunicate Blog.

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Why Do YOU Do CX?

Heart of the Customer

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX? Not “Why does your company have a CX […]. The post Why Do YOU Do CX?

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Implementing Amazon Forecast in the retail industry: A journey from POC to production

AWS Machine Learning

Amazon Forecast is a fully managed service that uses statistical and machine learning (ML) algorithms to deliver highly accurate time-series forecasts. Recently, based on Amazon Forecast, we helped one of our retail customers achieve accurate demand forecasting, within 8 weeks. The solution improved the manual forecast by an average of 10% in regards to the WAPE metric.

Retail 83
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How CX is like HR

Zeisler Consulting

I’ll often describe CX in terms of an analogy to other operations within your company. If it’s to make an impact, it should have a charter that includes responsibility for and the moving parts needed to drive changes. Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes as a side note to the dreaded ROI of CX discussion.

ROI 72
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How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Leaders increasingly understand that company culture strongly influences employee engagement — and employee engagement levels are excellent predictors of future turnover.

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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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Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext


The post Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext appeared first on Keatext.

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Customer Service: 5 Tips on How to Deliver Great Customer Support


There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of pharmaceuticals, sustainability, or sending rockets to the moon, you are driven by people. You exist to serve them—and without them, you cease to exist at all.

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Join SAP at ENLIT 2022 in Frankfurt

SAP Customer Experience

Dear Customers, It’s our pleasure to invite you to the next ENLIT 2022 taking place from November 29 – December 01, 2022 in Frankfurt, Germany. ENLIT is the largest utilities conference in Europe and SAP will be present as a Gold Sponsor.

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Accelerate multilingual workflows with a customizable translation solution built with Amazon Translate

AWS Machine Learning

Enterprises often need to communicate effectively to a large base of customers, partners, and stakeholders across several different languages. They need to translate and localize content such as marketing materials, product content assets, operational manuals, and legal documents. Each business unit in the enterprise has different translation workloads and often manages their own translation requirements and vendors.

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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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6 Ways To Show Customers You’re Grateful This Holiday Season

Blake Morgan

? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. Tis the season to show gratitude. But do your customers feel your appreciation? Customers can tell when brands are excited about their business. But on the other side, customers can also tell when they aren’t valued or supported by a brand. Customers are your reason for being in business. They are central to your success, so show your gratitude.

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Real-time analysis of customer sentiment using AWS

AWS Machine Learning

Companies that sell products or services online need to constantly monitor customer reviews left on their website after purchasing a product. The company’s marketing and customer service departments analyze these reviews to understand customer sentiment. For example, marketing could use this data to create campaigns targeting different customer segments.

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Customer service metrics worth your attention

Provide Support

The post Customer service metrics worth your attention appeared first on Provide Support Blog.

Metrics 84
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Jo Mitchellhill talks tweens, teenagers and strategies

Helen Dewdney

Jo Mitchellhill parent coach. Jo Mitchelhill has had a successful career as a primary school teacher and foster carer. During her 20 years within education, Jo worked with many children who struggled with behavioural and emotional needs. She supported colleagues and parents to understand the reasons why children behave in certain ways and helped them find solutions and a way forward to a more harmonious relationship.

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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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Share Findings on the Fly with Spontaneous Talks Frameworks

dscout People Nerds

Sometimes neither you nor your stakeholders have the time for a full presentation. These hacks allow you to present information on a short timeline.

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CX job of the week: Liverpool Football Club

My Customer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 23rd Nov 2022. By Rhys Fisher Staff Writer.

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How Out of Office Messages Connect You to Customers


By Shannon Howard & Jeni Asaba Building genuine relationships with customers is the foundation of any customer advocacy program. There’s no way around it. Superficial interactions are short lived and leave customers feeling used and unappreciated. But discovering who your customers really are, far beyond their title, can be a challenge. Our recommendation — turn […].

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Black Friday: when rationality takes a back seat 

My Customer

(Reprint of an original post written with my Anthrolytics co-author Elise Horent ) Image by un-perfekt from Pixabay On hearing that Black. 22nd Nov 2022. By Peter Dorrington Co-Founder and Chief Strategy Officer.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Automatic Speech Recognition – What it is? How does it work? Benefits for Call Centers


ASR (automatic speech recognition) is a technology that allows contact center software to detect and analyze spoken phrases and sentences. The audio recordings are subsequently converted into text using the software. In other words, when customers interact with your call center employee, the ASR analyzes what they say and takes action based on the topic of the discussion.

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Don’t Let Bonus Abusers Abuse Your Brand: Here’s How to Avoid Them


No brand out there wants bonus abusers as regular customers. The problem is that most brands, whether they like it or not, have this problematic segment of customers in their database. There’s no need to worry, though. Here’s everything you wanted to know about bonus abusers but were afraid to ask. Who Are Bonus Abusers? Just like the name suggests, bonus abusers are customers who constantly seek to get the most out of promotions while doing the absolute minimum.

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How to Avoid Online Survey Fraud

2020 Research

The COVID-19 pandemic gave us a digital push like never before, which comes with opportunities and challenges. One of the main challenges has been the rise of fraudulent market research data in online surveys. If you’re looking for strong insights that help drive decisions and form strategies, you must ensure your participants provide legitimate answers.

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Keeping Customer Satisfaction High During Holidays

My Customer

Most retailers, both online and in-store, look forward to the golden quarter – a period that starts with Black Friday when festive shopping. 22nd Nov 2022. By Joanna Clark Simpson Head of Marketing at PissedConsumer.com.

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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 Benefits of Centralized Business Listing Management


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Capitalize On Search Marketing’s Evolution With Two New Reports

Forrester's Customer Insights

In 2023, marketers plan to spend more on paid and organic search despite data deprecation and economic headwinds. According to Forrester’s Q3 B2C Marketing CMO Pulse Survey, 82% of CMOs plan to increase paid search budgets and 74% plan to increase SEO budgets in 2023. As search budgets grow, the medium is changing radically. The […].

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Nov 22 – Customer Success Jobs 


Role: Director of Customer Success Location: Houston, TX (Hybrid) Organization: Homebase As a Director of Customer Success, you will scale a global team and organization that is relentless in driving amazing customer experiences and aligned to the company’s culture of respect for customers, employees, and mission to serve small businesses.