October, 2022

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The Importance of CX During Economic Instability

IntouchInsight

Rising inflation and concerns about economic instability have both brands and consumers concerned. But, after years of pandemic-related restrictions and guidelines, no one wants to give up their "new normal". This makes customer experience programs even more important than ever.

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5 Challenges Facing Your Customers and Brands, and What They Mean for Your CX Program

InMoment XI

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent. Because half the Experience Improvement process is knowing what these challenges are, today’s conversation addresses five of the most prominent ones that I’ve

Brands 529
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Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies? It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well.

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Customer Success Team Structure: Four Best Practices

Totango

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys to effective CS team organization: We’ll look at what we mean by customer success and CS team structure.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Joe Cicman - Principal Analyst at Forrester | Jason Cottrel - CEO & Founder at Orium | Kelly Goetsch - Chief Strategy Officer at Commercetools

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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What are the Benefits of Omnichannel Customer Service?

Comm100

As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need to be available in more places, all at once. Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind. Omnichannel customer service platforms are making this transition easy, as they connect every digital channel together in one place.

More Trending

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5 strategies for managing customer expectations

Team Support

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to

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Changing Your Loyalty Program? Here’s What To Consider

Forrester's Customer Insights

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […].

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Contact Center Location Strategy in a Remote World

BlueOcean

How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.

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Protecting Valuable (Customer) Assets In M&A Field

Customer Experience Update Submitted Articles

A series of reports produced by various firms over the last 10 years show that the average success rate of M&A deals is 20% or less. Most of them talk about “shareholder value destruction”.

Customers 229
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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry

Comm100

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each

Chatbots 254
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5 Things We Learned from EMEA Customer Experience Experts at XI Forum Europe

InMoment XI

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Comp

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What Is a Journey Health Score?

Heart of the Customer

Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers.

Metrics 170
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The Best Social Media Channels for Customer Service

ShepHyken

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.

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The Best Ideas From CS Experts Worldwide – All in One Place

Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

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How to Launch a Successful Outsourced Contact Center Implementation

BlueOcean

The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.

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Can Conversational AI Make Your CX More Human and Empathetic? | Creative Virtual

Customer Experience Update Submitted Articles

Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic

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Guest Blog: 10 Chatbot Features That Make Your Bot More Helpful to Customers

Comm100

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. But you can only deliver that positive value by making sure your chatbot features offer the best possible customer experience.

Chatbots 246
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Survey Methodology

InMoment XI

When it comes to collecting data, one of the best ways to do so is a survey. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. In fact, surveys typically have a method behind them to gather specific types of data and to make them as effective as possible.

Survey 493
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A 360-Degree Approach to Customer Feedback - Using Online Reviews & Surveys

Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

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Survey Says: Close the Loop!

Heart of the Customer

Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started!

Survey 150
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The Best Customer Experience, Data and Design Books of 2022

eglobalis

The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.

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How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?

NobelBiz

NobelBiz | Blog. How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?

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Maximising Value and ROI from Data

Customer Experience Update Submitted Articles

If you think about it, data is a lot like food. There’s a huge choice. Some of it is good and much of it is mediocre. Your enjoyment of it, and the value you assign to it, can be impacted by many factors – how well it has been sourced, the quality of the various elements, the care with which it is handled and prepared, the ultimate presentation to you and how it makes you feel after you’ve consumed it.

ROI 210
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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

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Never Give a Bad Surprise in Public - The Second Commandment of CX Influence - Seaton CX

Seaton CX

The Second Commandment of CX Influence: Never Give a Bad Surprise in Public. Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western.

Meeting 127
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7 Steps for Implementing a Closed-Loop System

InMoment XI

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in!

System 493
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The Echo

ShepHyken

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise? Are they helpful? Based on all their awards and the comments from happy customers posted on social channels, they deliver. .

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Keeping Teams Jolly as the Holiday Season Approaches

CSM Magazine

The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office. While time away from work during the holidays has tremendous benefits for the employee who is out of office, it can actually negatively impact fellow coworkers who are left behind to pick up the slack.

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Is Training the Right Solution?

Speaker: Tim Buteyn

Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.

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How customer success teams drive value through collaboration

Totango

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .

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Dorm Room Movers grows its business with cutting-edge messaging - Zendesk

Customer Experience Update Submitted Articles

Dorm Room Movers offers storage, moving, and shipping services with cutting-edge conversational CRM powered by Zendesk messaging.

CRM 246
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Improve Your Customer Support Processes With Effective Strategies and Efficient Solutions

Kustomer

The modern customer’s needs are constantly evolving and expectations are getting higher and higher. Brands can’t keep up unless they are perpetually enhancing their customer service processes with efficiency tools. We realize this is easier said than done, as there are always obstacles to establishing fine-tuned customer service processes and tools, such as executive buy-in and budget.

Customers 114