Wed.Nov 13, 2019

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Are you offering an accessible survey experience to all your customers?

iPerceptions

Bill Gates once said, “The Internet is becoming the town square for the global village of tomorrow”. Today, brands must take it upon themselves to help nurture this vision.

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10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected

ShepHyken

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator. I started my speaking business in the 1980s. I know, I look much younger than I actually am, but it really was that long ago.

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Empower Your Team: Seek Out and Eliminate Rules That Make No Sense

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

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Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

What Does Content and Ad Review Have in Common with Customer Service? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices. But the requirement for content review extends beyond the major social media players: from not-for-profit social activism platforms to game publishers to media content platforms, the need for and challenges of content review are a pressing concern for many brands as we app

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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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Expivia Leverages Workforce Intelligence to Gain Visibility of Their Contact Center Operations

NICE inContact

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

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Tips for Reducing Customer Support Attrition and Increasing Employee Engagement

Customer Experience Update Submitted Articles

Learn how to reduce employee attrition with a successful employee loyalty program.

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Automatically resolving 60% of customer request at Epic Sports – The Kommunicate Way

kommunicate

In conversation with Tom Bulis from Epic Sports for the customer interview series, The Kommunicate Way. Customer support is really important for any company. But if you are a leading e-commerce website in your segment, customer support becomes immensely important and an overwhelming task at the same time. Epic Sports Inc is a leading e-commerce [.].

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4 Ways To Build A Better Loyalty Program

ERDM

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. image courtesy of CMO.com. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program. These points also underscore findings from similar research done for other brands, whose customers, across all generations, have knocked loyalty programs for tyin

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Why my values led me to Talkdesk

Talkdesk

I can hardly contain my excitement because this week I joined Talkdesk as chief marketing officer (CMO). Colleagues and friends asked why I left my senior vice president (SVP) position at Salesforce, a 20-year-old innovative company, for a younger, smaller company that doesn’t (yet) have towers around the world. I tell them the truth—my values brought me here.

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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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Successful Onboarding Ends With A Promise

InnerTrends

How does one define the onboarding process? What is the last step of the onboarding process? The onboarding process and, more specifically, the last step of the onboarding process have been deemed by many companies as difficult- but imperative- to define. Here at InnerTrends, we couldn’t agree more. Yes, the onboarding process and its last step are essential to define, but we want to make this an easy feat, rather than a difficult one.

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The Perfect Net Promoter® Survey Design

Genroe

“The one number you need to grow”: who’d have thought such a simple statement could cause such a fuss. Net Promoter Score is of course famous for being that one number and this fame has lead some people to think that you only need one question in your Net Promoter Survey. Unfortunately that doesn’t […]. The post The Perfect Net Promoter® Survey Design appeared first on Genroe.

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How Much Harm Can a Bad Culture Actually Cause?

The DiJulius Group

One of my favorite books is The Power of Habit by Charles Duhigg because the book contains so many great stories. One story that really stood out to me was the story of the culture that existed in a Rhode Island Hospital. The culture of fear that had been created, specifically in interactions between doctors. Read Full Article. The post How Much Harm Can a Bad Culture Actually Cause?

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4 Ways Home Buying Tech Is Changing How Houses Are Sold

Oracle

Buying a home can be an utterly overwhelming, confusing, and complicated process, but with modern home buying tech and apps, both realtors and their clients can feel more organized and confident throughout many phases of the buying process. Touring homes. Great! You just got a notification that a new home is on the market, and surprisingly enough, it meets all the requirements for your next home.

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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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The Engineering Internship Program at Kustomer

Kustomer

At Kustomer, we are constantly striving to build the most advanced and effective customer service software out there, which is why we are always on the lookout for the best software engineers to help execute our mission. With the CUNY internship program, we were able to give some of the most talented up and coming engineers the opportunity to get their hands dirty and build software in the real world.

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6 ways AI is transforming the retail industry

Integrate.ai

Artificial intelligence and machine learning have important roles to play in virtually every market and industry vertical. The US$26 trillion global retail industry is no exception. Here, savvy retailers are beginning to use AI and ML to anticipate customer needs, creating experiences that are relevant and that drive conversions across digital channels.

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Habits of an effective complainer – Tips 4, 5 & 6

Helen Dewdney

Techniques to improve your complaining skills! If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique. New book out in December! Get 101 Habits of an Effective Complainer released 18 December 2019. But in the meantime here are another three tips to start you off!

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Congratulations to the 2019 Customer Success Hero Award Team Winners

Totango

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams. As part of this recognition, we would like to extend a huge congratulations to the 7th Annual Hero Award Team winners!

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Habits of an effective complainer – Tips 4, 5 & 6

Helen Dewdney

Techniques to improve your complaining skills! If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique. New book out in December! But in the meantime here are another three tips to start you off! 4) Always write wherever possible.

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4 Ways To Build A Better Loyalty Program

ERDM

Article by Ernan Roman Featured on CMO.com Millennials and Gen Zs view traditional loyalty programs as “manipulative,” “hierarchical,” and “built around exclusions.”. image courtesy of CMO.com. Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program. These points also underscore findings from similar research done for other brands, whose customers, across all generations, have knocked loyalty programs for tyin

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How intent unlocks customer-driven journeys

MyCustomer

Recently, Amazon announced it is testing a new badge to label products in an effort to help customers decide what to buy. This is just the.H 13th Nov 2019. By Jason Hemingway CMO.

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Use These 6 Principles to Design for Your Future Users

dscout People Nerds

Gen-Z is different. Here are six design implications for your design and research process.

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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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What are the main components of an actionable customer experience strategy?

MyCustomer

22nd Nov 2019 What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to.The 3 main components of an actionable CX strategy. By Michael Hinshaw Managing Director.

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Panviva’s Top CX Influencers

Peter Lavers

International recognition as a top influencer / expert in the field of Customer Experience (CX) is not something that WCL Customer Management founder Peter Lavers has actively sought, but it is very much appreciated as it’s independent recognition of his thought leadership and passion for driving the customer centric agenda in business. Cloud Knowledge Management specialists Panviva have again named Peter in their list of top 25 CX professionals to follow.

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NetBase LIVE Takes Over New York City!

NetBase

It’s the day we’ve been eagerly anticipating all month – NetBase LIVE New York ! A day full of social analytics expertise from industry leading brands and equally impressive participants seeking in-depth answers. High expectations all around. Let’s see how it went! Kicking Things Off. Our CMO, Paige Leidig kicked off our 10th NetBase LIVE to a packed, high energy room of attendees joining us from across the globe: Keynote on The Human Brand.

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Engage Your Customers to Sustain Ease of Doing Business

CCO Council

Early in this series, we talked about the Customer Performance Framework , which defines a set of capabilities that enable outcomes ensuring “customer performance.” Customer performance is about putting the right attention on your greatest asset: your customers. When you orchestrate key capabilities across your organization with the goal of delivering substantial value for your customers you give those customers all the right incentives to be your greatest advocates.

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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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In-the-Moment Research - The Key to Customer Journey Insights

Gold Research

Understanding the key moments in a shopper’s path-to-purchase or customer’s product usage journey is the foundation to designing the on-brand experience that leads to the growth and profitability of every company. Virtually all research and insights departments at companies perform a great deal of primary research and invest in secondary research to help them understand and improve this experience.

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Utilita Deploys Thoughtonomy Digital Workers to Enhance Customer Service

CSM Magazine

Utilita, one of Britain’s leading suppliers of Smart Pay As You Go Energy, has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient. The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities.

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5 Factors of Successful Knowledge Management Systems

Bold360

Today, knowledge bases (KB) are critical for successful customer service interactions. A robust repository of company knowledge is a driver for both improved customer satisfaction and agent efficiency. Given the importance of knowledge bases , you need to be sure to have an effective knowledge management (KM) system that allows you to build the best set of data you can, keep it optimized, and get the most out of your data.

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