August, 2022

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Creating a Customer-centric Culture: Four Steps to Get Started

Quadient

Creating a Customer-centric Culture: Four Steps to Get Started. Marissa Feigen. Mon, 08/01/2022 - 18:38. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK.

Culture 87
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CX 101: Everything You Need to Know About the Customer Satisfaction Survey

InMoment XI

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services.

Survey 363
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4 Ways to Provide Personalized Customer Service

Kayako

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

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Alphabet Soup of CX Metrics

Alida

Ten years ago, I emerged from the intensely analytical digital agency world of clickthrough and conversion rates, funnels, and seasonality, and dove headfirst into the CX space.

Metrics 130
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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The 11 Key Customer Support KPIs You Need to Measure

Solvvy

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.

More Trending

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CCO + CMO: Unstoppable Duo for Business Growth

Vanilla Forums

Recently, Higher Logic CCO, Jay Nathan, sat down with some special guests to discuss the importance of the relationship between the Chief Marketing Officer (CMO) and the Chief Customer Officer (CCO). Marketing Customer Success

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Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance

CSM Magazine

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

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There’s no Customer Experience without listening to employees

Alida

In times of economic upheaval, Voice of Employee (VoE) is critical to gather insight to deliver strong customer, product and employee experiences. EX Series

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CX Leaders Are Overly Optimistic About Their 2023 Budgets

Forrester Digital Transformation

Forrester contends that CX leaders are overly optimistic about their budget prospects. Learn where to trim your CX budget in 2023 and key areas to increase investment dollars. Age of the Customer customer experience Customer Experience Measurement real-time CX

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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How Employee Experience Initiatives Help Brands Retain Talent, Grow Workforces, and So Much More

InMoment XI

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon.

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CX Tech Top-ups: Save time, organize, and analyze!

IntouchInsight

This month at Intouch Insight we have launched several new features to the Intouch Platform and IntouchCheck™ that will help you to organize and analyze your data as quickly as possible. Product Updates

Data 225
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What is survey fatigue and how can you prevent it?

Lumoa

“How likely would you recommend (insert business name) to someone?” ” – a never-ending question asked to a customer in multiple ways and various forms.

Survey 208
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Customer Service Representative - Roles and Responsibilities

Omnicus

While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). But what exactly does the role entail?

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Emotional Value Index (EVI): The Next Big Thing in CX Since the NPS

95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. In this eBook, you will find all you need to know about how to measure and manage customer emotions and EVI® to grow your business.

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4 Stats that Show How Universities Can Increase Enrollment 

Comm100

Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up.

B2C 181
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Context in Customer Service: Why Is It Important in Customer Experience

Kayako

Let’s say you are a teenager and want to borrow your aunt’s car. Do you ask her right after she just hung up from an annoying call? How about when she comes inside after mowing the lawn on a hot day – that same lawn you were supposed to mow yesterday?

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Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

InMoment XI

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending.

ROI 393
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Five Opportunities for Convenience Stores in 2023

IntouchInsight

As the summer comes to a close and brands look ahead to 2023, Cameron Watt, President & CEO of Intouch Insight, addressed attendees of the Outlook Leadership Conference in Asheville, North Carolina.

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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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Retail Consumer Trends and Real-Time Feedback: Monitoring How Price Hikes Impact Market Sentiment

Lumoa

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products.

Feedback 208
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How a Service Code Empowers Employees to Deliver Exceptional Experiences

Experience Investigators by 360Connext

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds.

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Top 5 Benefits of Chatbots in Customer Service

Comm100

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching.

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How Your Multi-Channel Customer Support System Is Damaging Your Brand Reputation & 8 Steps To Avoid It

Omnicus

Poor customer service is costing businesses more than 75 billion dollars a year. That number should scare you – or at least inform you that most contact centers will (and should) consider how they can up their game in the years to come. Discover exactly what it takes to deliver incredible customer experiences visit after visit, call after call. In these strange and challenging times, companies are facing the difficult task of increasing their profits without sacrificing their level of service.

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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program

InMoment XI

When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest?

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Selection Bias: What it is, Types & Examples

QuestionPro Audience

Researchers may need help with findings that don’t match the realities of the target community. There are numerous causes, but selection bias is the most important.

Examples 195
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Launch CX programs in minutes with Program Accelerator

GetFeedback

Learn more about GetFeedback's newest product feature, Program Accelerator. Product & News

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Taking Your CX Program from Reactive Realities to Proactive Paths

Experience Investigators by 360Connext

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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What is a Chatbot and How Do Customer Service Teams Use Them?

Comm100

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology.

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How Call Coaching Will Help You Retain More Customers and Make Customers Happy

Omnicus

Customer retention is the most important aspect of doing business. It helps you realize your company’s profitability and improve customer service, market share, and revenue. However, retaining customers can be one of the most challenging aspects of running a company. Studies show that only 30% of companies retain more than 50% of their customers after two years! The good news? There are ways to improve this ratio - including call coaching. call coaching contact center

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Shopping for Experiences, Not Products: A Primer on Retail Customer Experience in the Experience Economy

InMoment XI

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before.

Retail 370