Tue.Feb 20, 2024

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Some Customers Never Learn

Zeisler Consulting

“Your feedback is important to us.” Sometimes those are just words. And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever. This was a luxury brand and as such I’d expected some pretty fantastic attention to detail, and to me as the Customer.

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[Experience Action Podcast] How Much Data Is Too Much?

Experience Investigators by 360Connext

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.

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Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

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The NobelBiz Voice Carrier Network: A Tailored Solution

NobelBiz

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Streamline diarization using AI as an assistive technology: ZOO Digital’s story

AWS Machine Learning

ZOO Digital provides end-to-end localization and media services to adapt original TV and movie content to different languages, regions, and cultures. It makes globalization easier for the world’s best content creators. Trusted by the biggest names in entertainment, ZOO Digital delivers high-quality localization and media services at scale, including dubbing, subtitling, scripting, and compliance.

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7-Step Guide: Choosing the Right Social Media Monitoring Tool for You

Brandwatch CX

Here’s how to decide on the right tool to monitor your brand on social media. Millions of data points are created every day on social media. Today, there will be over half a billion posts published on X (formerly Twitter), 95 million Instagram posts, and over 800k Reddit posts. And among all this? Mentions about your brand. In some of our previous posts we emphasised on the importance of successful brand monitoring , its most important features , and how to make the most of it.

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How to SEDUCE Your Customers

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? Why is paying attention to market and competition crucial for businesses? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

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7-Step Guide: Choosing the Right Social Media Monitoring Tool for You

Brandwatch CX

Here’s how to decide on the right tool to monitor your brand on social media. Millions of data points are created every day on social media. Today, there will be over half a billion posts published on X (formerly Twitter), 95 million Instagram posts, and over 800k Reddit posts. And among all this? Mentions about your brand. In some of our previous posts we emphasised on the importance of successful brand monitoring , its most important features , and how to make the most of it.

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Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG

Adrian Swinscoe

Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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How Leading Brands Use Insights to Win Market Share

2020 Research

With 2024 already proving to be a challenging year for consumers, brands need to ensure they’re fighting fit and competing for spend—but how? In this on-demand webinar, learn how strong brands use research and insights to power growth, build market share, and thrive, despite unforgiving conditions. Watch the on-demand webinar for a look at the strategies of leading brands and how the innovative use of research can be used to understand customers, support decision making, and gain a competitive a

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NEW: There’s Now An Interaction Metrics GPT!

InteractionMetrics

There’s now an Interaction Metrics GPT! You can ask it anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here ! The post NEW: There’s Now An Interaction Metrics GPT! appeared first on Interaction Metrics.

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Top 10 Ways to Collect Customer Feedback and Make the Most of It

Zonka Feedback

In today's competitive business landscape, understanding your customers' needs and preferences is crucial for success. One of the most effective ways to gain insights into customer satisfaction and preferences is through feedback.

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To Run a Successful Commercial Business, You Need to Plan Out the Building Construction Strategically

CSM Magazine

Given the fierce competition out there, it’s clear that running a profitable commercial business is not a piece of cake. There are so many things you need to focus on if you want to create a foundation for success, such as making a business plan, studying your competitors, and providing excellent customer service. But a detail that’s often overlooked is the business premise itself.

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11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Top 10 Live Chat Outsourcing Companies

Magellan Solutions

Did you know? Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. It’s more than just a strategy; it’s a make-or-break mission for businesses aiming to thrive in the digital era. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement.

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The Seamless Blend of Customer Service and Innovative Technology in Sports Betting

CSM Magazine

In the world of sports betting, the importance of high-quality customer service can’t be overstated. Whether it’s answering queries, resolving issues, or providing personalized betting advice, exemplary customer service can significantly enhance the betting experience. Recent insights from Allagent reports suggest that bettors are increasingly valuing quick, efficient and personalized customer interactions.

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Navigating the Future of Customer Experience in the Automotive Industry: Insights from AutoCar Trucks’ CXO

Blake Morgan

                                           The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company’s approach to customer experience and how they are leveraging AI to improve it.

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Putting The New Joint Cyber Defense Collaborative Priorities Into Action

Forrester's Customer Insights

The US Cybersecurity and Infrastructure Security Agency (CISA) recently announced the 2024 cybersecurity priorities for the Joint Cyber Defense Collaborative (JCDC). The six priorities are grouped into three focus areas designed to harmonize cybersecurity goals and efforts across government and industry partnerships for critical infrastructure protection.

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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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Beyond Service: 14 Strategies to Improve Customer Satisfaction

SurveySensum

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

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Presenting The First Forrester Multicloud Container Platform Landscape For Asia Pacific

Forrester's Customer Insights

The cloud-native ecosystem, powered by the distributed Kubernetes backbone, is transforming everything in the cloud. In APAC, organizations are prioritizing the adoption of multicloud container platforms (MCPs) to develop, deploy, and run modern applications in a multicloud and hybrid cloud context.

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Beyond Service: 14 Strategies to Improve Customer Satisfaction

SurveySensum

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

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Can Your Managers Also Be Good Coaches?

Forrester's Customer Insights

Though coaching is linked to high employee engagement and performance, there are nuances that are important for managers to understand. Learn about the coaching skills that can deliver the best outcomes.

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10 Questions to Ask Before Buying an LMS

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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What Makes the Cyara Platform Transformative?

Cyara

Every organization understands the vital importance of enabling their customers to connect seamlessly. This communication must also be at their convenience, and through their preferred means. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. As David Conway, Lead Systems Engineer at Salesforce , emphasized, “In the sales world, if a caller can’t get through they’ll move on to the next plac

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Tech Stack Optimization Is Now A Strategic Priority

Forrester's Customer Insights

Those who have leadership responsibility for their organization’s technology portfolio will hear the relief in my voice when I say technology optimization now carries more weight as a key driver for efficiency, acceleration, and innovation than it ever has in the past.

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It’s No Longer Your Story: Why Marketing Needs A Dramatic Makeover

ImprintCX Articles

To win customers in this new world, brands have to learn to become part of the customer’s story, rather than the other way around. Here are some steps to become a story inspirer. When I notified them that they compete with drug dealers and not with other teams in the UK premier league, they almost choked. The leaders of these famed football clubs were convinced that I lost my mind.

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According To Our Latest B2C Marketing Survey, Data Deprecation’s Complexity Reigns

Forrester's Customer Insights

Every year, Forrester surveys over 1,000 marketing decision-makers around the world to learn about their priorities, challenges, and plans.

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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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Content Localization: 6 Tips For Reaching Global Audiences

SurveySensum

For a business to succeed in today’s digital landscape, reaching global audiences is a must. Content localization is a surefire way to do that. Creating content that resonates with different cultures and reaches target audiences no matter the language they speak is the aim of any effective localization strategy. For businesses, it helps to build trust, create engagement, make their brand recognizable, and generate more revenue.

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Customer Data Platforms (CDPs) Can Unlock New Power for an Entire Organization 

Optimove

Re-engage your churned customers with this guide Download Now Why it Matters: Customers expect personalized experiences now more than ever. Today, marketers can know their customers by leveraging aggregated and unified data with a single customer view , or 360-degree view, enabled by a CDP. Marketers can segment customers with pinpoint precision to maximize Customer Lifetime Value (CLTV) and much more.

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How Generative AI Can Uplift Your Voice of the Customer (VoC) Program

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action.

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