Sat.Jul 03, 2021 - Fri.Jul 09, 2021

Defining the Gray Area Between Stretch-Fit and Bad-Fit Customers


Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far?

Do the CX Buttons You Push Matter?

Heart of the Customer

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days.

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Create Your CX Charter with These 6 Questions

Experience Investigators

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? .

4 Ways Small Businesses Use Free Chatbots to Drive Sales


For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of.

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Customer Lifetime Value: The Most Important Metric Everyone Overlooks


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

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These 10 Phrases Will Make Someone’s Day Better

Steve DiGioia

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better.

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Your guide to NLP and NLU in the contact center

NICE inContact

Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines.

The Ugly Truth: Surveys Alone Aren’t Enough


Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring.

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Top 5 Features You Need in a Free IT Ticketing System


Customers are everywhere, and they expect you to be everywhere too. If you’re catering to this expectation, you shouldn’t only be receiving support requests from email. You should be receiving them from email, live chat, and social media.

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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.

048: A World-Class Patient Experience

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry.

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Customer Service Versus Customer Experience … What’s the Difference?

Shep Hyken

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Know Your Leadership Style

Integrity Solutions

Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today.

Measuring Customer Loyalty: 5 Ways to Track It


Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

How to Live an Extraordinary Life…So countless others do as well

The DiJulius Group

Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine. Read Full Article.

Guest Post: 5 Tips to Foster a Customer Community in Your Business

Shep Hyken

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community.

Why Do Bonuses for NPS Scores *Seem* Wise?

Heart of the Customer

I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS).

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What’s The Fate of A Customer Experience Officer (CXO)?

Doing CX Right

Is the Customer Experience Officer role increasing or becoming obsolete as WSJ article questions. Read Stacy Sherman's view as you form an opinion. The post What’s The Fate of A Customer Experience Officer (CXO)? appeared first on Doing CX Right.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

What Is Website Content and Why Is It Important?


Google receives more than three billion searches each day , and studies estimate that over 25% of searchers click on the first search result. What are they clicking on? Search Marketing Organic Search Content Marketing

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Amazing Business Radio: Heather R. Younger

Shep Hyken

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders.

??  Just Launched: Machine Translation for Knowledge Base

Vanilla Forums

Integral to great support for a global business is ensuring they have access to help and documentation regardless of the language they speak. But manually translating all your content is a lot of effort, and one that most companies don’t have the resources for.

inQuba announces integrated WhatsApp chat


Becomes the first company to offer a fully integrated WhatsApp and SMS multi-channel journey solution. Leading Customer Journey Management and Customer Experience (CX) software company inQuba today announced the addition of integrated WhatsApp chat to its platform.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Save time for your marketing team with Birdeye integrations


Your team members are busy delivering fantastic experiences – they most likely don’t have the time to manually collect social proof and customer feedback. Luckily, there’s no need to add more work to their already busy schedules.

Meet Scott: Customer Support Representative at ChurnZero


ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Scott Polidoro , Customer Support Representative at ChurnZero. .

A Complete Glossary of the Most Important Contact Center Metrics

Advantage Communications

Your customer service program is a fundamental component of your customer experience (CX). Great customer service is important to your business because it empowers your company to drive up customer satisfaction, improve customer loyalty and increase sales. Contact Center

Here’s What’s New from June 2021|Kommunicate Product Updates


In the month of June, we have added features in the Dashboard and Kompose Bot Builder. Also updated the existing ones to improve your overall experience with Kommunicate. Chat widget & Dashboard Manage tags Now you can edit and rename tags that you have already added to the dashboard.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.