SurveyGizmo

NOVEMBER 4, 2021

This is part 1 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. COVID killed brand loyalty. How will we bring the mojo back in 2022? Brand loyalty took a nosedive during the pandemic with 75% of consumers trying a new shopping behavior since COVID started. This includes trying new brands, new retailers, and new generics.

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Loyalty Brands eBook Loyalty Programs 95

Eptica

NOVEMBER 4, 2021

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.

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Call Recording Omni-Channel Trends Customer Insights 123

Daniel Group

NOVEMBER 4, 2021

Joy, Research Analyst, The Daniel Group. Joy, long-time Research Analyst at The Daniel Group, discusses the power of conversation and how The Daniel Group surveys invite engagement. Complete transcript. “Yes, Bob. Well, we certainly appreciate the feedback. Oh, you’re welcome. Have a great rest of your day.”. Hi, I’m Joy, a research analyst here at the Daniel Group.

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Clarivate

NOVEMBER 4, 2021

In March 2020, a new Clarivate Center of Excellence (CoE) opened in Penang, Malaysia, to provide sales and support to global customers. It’s one of three Clarivate CoEs that deliver world-class services, with the other two based in Chandler, U.S., and in Belgrade, Serbia. Teams from Customer Care, Content Editing (Patent Translations & Enhancement), Inside Sales, IT, Finance and HR are located in the Penang CoE providing customers access to core Clarivate services.

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Culture Government Innovation Leadership 98

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Kustomer

NOVEMBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier. Jarvis shares his secrets to creating the perfect experience for his customers through mapping personas and using the right technology to supplement his team’s effo

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How To System CRM Sports 98

Blueshift

NOVEMBER 4, 2021

Back in May, we shared the four essential campaigns for eLearning marketing to acquire new students, boost enrollment and engagement, and help students continue to pursue their online education goals. The post 5 SmartHub CDP Features to Enhance Your eLearning Marketing Strategy appeared first on Blueshift.

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Strategy Marketing Engagement 98

Stella Connect

NOVEMBER 4, 2021

Customer service is only successful with a lineup of agents who feel motivated and engaged — use employee recognition program examples to understand how you can appreciate your customer service team for its efforts. As they’re the frontline team members interacting with customers regularly, it can be challenging and, frankly, exhausting for agents to maintain the level of service that your brand aims to provide.

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Call Center Examples Effort Score First Call Resolution 91

Upstream Works

NOVEMBER 4, 2021

When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. A transformational approach is needed, making omnichannel a top priority for IT decision makers.

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Omni-Channel Contact Center Call Center Technology 78

Beyond Philosophy

NOVEMBER 4, 2021

Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we discuss. I thought I would share a recent one we had come in here with you because many of you readers might have the same problem.

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Leadership Comparison Measurement Metrics 78

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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.

Customers

dscout People Nerds

NOVEMBER 4, 2021

Eight UX-perts share their preferred workshop formats to generate new ideas, stretch what’s possible, and determine marching orders.

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SAP Customer Experience

NOVEMBER 4, 2021

To compete successfully in crowded markets, you must meet high consumer expectations for a smooth purchasing journey and swift and efficient service. However, disconnected sales and marketing processes and a reliance on paper-based resources can slow your employees down and make it harder for them to offer your customers outstanding.

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Customer relationships Technology Sales Resources 83

Helpware

NOVEMBER 4, 2021

Source: Shutterstock. Fintech, or financial technology, is the development of new technology that helps financial services achieve their objectives. Companies use these tools and services to improve, automate and streamline processes related to finances.

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Financial Technology Tools Company 81

Kate Nasser

NOVEMBER 4, 2021

Customer Service Mindset: Be a key link in the chain of success. It's service not servitude. Best in service insights fr Kate Nasser, The People Skills Coach™. The post Customer Service Mindset: Key Link in the Chain not Life in Chains | #custserv #LeadMorale appeared first on KateNasser.com.

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Customer Service Customers Hotels Airlines 78

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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.

Communication

SAP Customer Experience

NOVEMBER 4, 2021

We are delighted to introduce a new series of SAP Live sessions for Emarsys aimed at technical consultants and implementers: Emarsys Technical Product and Implementation. In this series, you will learn about the implementation of the Emarsys core platform and its components, beginning with scope assessment and preparation and ending.

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Consulting Customer Engagement Engagement Customer Experience 78

MyCustomer

NOVEMBER 4, 2021

Engagement 6 questions CEOs ask before CX transformation.

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Engagement 119

SAP Customer Experience

NOVEMBER 4, 2021

SAP Conversational AI is an NLP powered bot builder platform by SAP to improve user experience by a conversational approach. In this blog post I would like to share some of the tips and configuration guides I have learned and implemented recently which helped me to improve the user experience.

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Tips User Experience Chatbots Customer Experience 76

Interactions

NOVEMBER 4, 2021

Buzzwords have a way of entering the technology space, only to then be overused and lose all meaning and substance. A classic example of this is omnichannel. Few Conversational AI vendors can boast that they have a truly omnichannel experience, as many simply have multiple channels. But this doesn’t stop nearly all vendors from calling their products omnichannel.

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Self Service Omni-Channel Hotels System 62

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Tips

The DiJulius Group

NOVEMBER 4, 2021

Whether you’re launching a new customer experience strategy or you need to revisit and reinvigorate some of your existing customer service training, it is vital to add a customer service certification component. You can do this effectively by applying some gamification elements. These will not only dramatically increase the retention of your customer service training.

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Gamification Customer Experience How To Customer Service Training 59

MyCustomer

NOVEMBER 4, 2021

Engagement Free global CX benchmarking service launches.

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Engagement 100

dscout People Nerds

NOVEMBER 4, 2021

Nikole Arguedas outlines a community-based practice for building leaders, sharpening research practices, and injecting gratitude and empathy into our workflows.

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MyCustomer

NOVEMBER 4, 2021

WSocial media use takes up two hours and 22 minutes of the average person's day. Sadly, an increasing amount of this activity is. 17th Nov 2021. By A Hamilton.

Brands 61

Brands 61

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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?

Customer Experience

West Monroe

NOVEMBER 4, 2021

Banks have move fast before—and done it successfully.

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Banking 98

Magellan Solutions

NOVEMBER 4, 2021

Get the Best Staff Leasing Services in the Philippines. There’s no denying that outsourcing is becoming one of the Philippines’ fastest rising industries. The recent boom in Business Process Outsourcing had created millions of career opportunities for Filipinos, which, in turn, had created even more growth in businesses that cater to BPOs and BPO employees.

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Hospitality Tourism Culture Call Center 52

kommunicate

NOVEMBER 4, 2021

In the month of October, we have added some new features to your favourite customer support tool. Web App WhatsApp WhatsApp sends message API. Previous support was to only reply to WhatsApp messages initiated by the user, now using API you can also initiate WhatsApp messages to the users even if the user has never [.]. The post Here’s What’s New from October 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.

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Tools Customers 52

dscout People Nerds

NOVEMBER 4, 2021

[dscout x HmntyCntrd] Product Designer Anna Mészáros highlights why the tech space is deeply political, what it means for our systems, and what we can do to ensure a better influence.

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System 52

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Training

Gainsight

NOVEMBER 4, 2021

A few weeks ago, I attended our exclusive, invite-only Pulse CxO Summit at the beautiful Hotel Californian in Santa Barbara, CA. The event was limited to fifty C-level leaders in the Customer Success community. Getting together, in person, with so many thought-provoking peers was special. And after a two-year hiatus due to COVID, being back in person couldn’t have felt better.

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Hotels Metrics Customer Success Software 52

Playvox

NOVEMBER 4, 2021

There’s no hiding the fact that technology has impacted our daily lives. From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective.

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Contact Center Technology Contact Center Software Call Center 52

2020 Research

NOVEMBER 4, 2021

QuantText Integrated Qual. Deliver Your End-of-Year Insights with Confidence. At Schlesinger, we understand the fourth quarter brings many challenges – including the ability to deliver your research on time without sacrificing the quality of your data. Using our new hybrid approach, QuantText , you can rest easy. This method seamlessly integrates qualitative insights into your quantitative study, allowing you to deliver deeper perspectives and drive smarter, more informed business decisions.

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Study Survey Groups Tools 52