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.

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?

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Customer lifetime value: The most important metric everyone overlooks

Alida

Customer lifetime value (CLV) is not a new concept. It’s the total revenue from a customer over the entire duration of their relationship with your business , from first to final purchase. Customer Experience

Metrics 130
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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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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.

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3 Necessities for Seamless, Stand-Out Retail Experiences

InMoment XI

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address.

Retail 493
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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.

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Customers are changing — are you?

Alida

It’s no secret that customers are capricious. However, as we navigate an era of change, it’s easy to feel like this is the most volatile period in business history. Customer Experience

Customers 130
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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.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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Connect Customer Service Success with Customer Experience Excellence

Experience Investigators by 360Connext

Happy Customer Service Week and CX Day, 2022! Customer Service Week is all about Celebrating Service. And we’re celebrating customer experience (CX) on October 4th with CX Day’s theme: CX Drives Success.

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How to Launch a Successful Outsourced Contact Center Implementation

Kim Campbell

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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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!

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The Best Customer Experience Conferences in 2023

Lumoa

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Call Routing: Functionalities, Advantages and Strategies for Contact Centers

Mounim Benharouga

NobelBiz | Blog. Call Routing: Functionalities, Advantages and Strategies for Contact Centers Published on 02

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

Steve Lacoss

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

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5 Ways to Lead Customer Experience – Even If It’s Not In Your Job Description

Experience Investigators by 360Connext

Who should be responsible for customer experience? It’s easy to toss around phrases like “Customer experience is everyone’s job!” ” But as I’ve said before, saying it’s everyone’s job is actually permission for it to be nobody’s job. And yet, it really IS up to everyone in an organization to own and deliver great customer experiences.

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Contact Center Location Strategy in a Remote World

Amy Bennet

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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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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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.

Survey 493
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Product News – September 2022

Lumoa

Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer.

Feedback 208
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How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?

Mounim Benharouga

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

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

Mandy Reed

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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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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What Is a Journey Health Score?

Shawn Phillips

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

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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.

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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.

System 493
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CX Tech Top-Ups: All Treats, No Tricks, New Features!

IntouchInsight

Happy Halloween and happy new features! This month we are happy to announce that we have launched several new features across the Intouch Insight Platform, IntouchCheck™, and IntouchSurvey™. Product Updates

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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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What’s On the Minds of Today’s Top CX Experts?

BlueOcean

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers.

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Multi-Lingual Digital Customer Service is Easier Than Ever | Creative Virtual

Maria Ward

Technologies like automatic machine translation are making it easier to offer multilingual customer service on digital channels

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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.