Sat.Jan 07, 2023 - Fri.Jan 13, 2023

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8 steps to CX transformation in 2023

MyCustomer Experience

Firstly, the happiest of New Year’s to everyone, and I hope you all had a wonderful break over the holiday season. As we kick off 2023, our. 10th Jan 2023. By Stuart Dorman Chief Innovation Officer

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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

Shep Hyken

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX).

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What Is a the Role of a Customer Experience Manager?

CSM Magazine

The customer experience manager is responsible for developing and managing the overall customer experience strategy for a company. They work to ensure that all touchpoints with customers are positive and in line with the company’s brand.

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How Enterprise Contact Center Solutions Lead to CX Success

Advantage Communications

Enterprise contact center solutions use software and expertise to provide businesses with a comprehensive solution to better manage their customer service operations and achieve customer experience (CX) success

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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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GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk

COPC

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer.

More Trending

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Customer Experience Platform: How To Choose The Right One For Your Company

Feedbackly

If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and change your business without needing to be rebuilt from scratch.

Tools 52
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The WAYS CX Framework

Blake Morgan

 .  The customer of the future is here. Is your company ready? The last few years have caused consumers to re-evaluate their purpose and what they value in life. With new priorities, many customers are changing brands and thinking differently about their relationships with brands.

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An Authoritative View: Three Pioneers of CX Predict Big Changes in 2023

Beyond Philosophy

What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything.

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The Revolutionary Power of CX, Social, and Influencer Marketing

Doing CX Right

Mark Schaefer, best-selling author and branding expert, says we're on the cusp of a marketing and customer experience revolution, and you are leading it. Learn how to leverage influencer marketing & become a credible influencer yourself.

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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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Why You Should Aspire to Drive Customer Lifetime Value—Not ‘Just’ Upsell Customers

InMoment XI

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now.

ROI 382
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All New CX Toolkit for 2023

IntouchInsight

Happy new year! At Intouch Insight, we’re excited for what 2023 will bring for us and our partners. And we’re kicking it off with an all-new Customer Experience (CX) Toolkit. Customer Experience Management Customer Experience Measurement

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The State of Automated Customer Service in 2023

Comm100

The State of Automated Customer Service in 2023. Competition is at an all-time high. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. Competition and expectations go hand-in-hand – as the former rises, so too does the latter.

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Why the end of cookies doesn’t mean the end of personal data

Alida

Like many advertisers, your company has probably been fed a healthy diet of digital cookies for years. Now, however, the menu is changing—and so are your customers’ data preferences. Customer Experience

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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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Do You Need a Customer Experience (CX) Manager?

InMoment XI

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort?

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A Day in the Life of a Knowledge Manager – A Cautionary Tale

Forrester Digital Transformation

Building a successful knowledge management practice to capture, share, and transfer institutional knowledge is more essential than ever. IT operations’ need to innovate, provide services globally, and improve employee experiences.

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For Inclusive Research, Expansive Terminology is Key

dscout People Nerds

Diverse research is more than just age, location, and gender. Best Buy shares how they have expanded their scope—and plan to keep iterating

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104: How To Turn the Great Resignation Into The Great Retention

The DiJulius Group

Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more. However, what is most important is figuring out how to turn this Great Resignation around.

Groups 81
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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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Customer CARE is the New Marketing

Bill Quiseng

Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media.

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For 2023, Japanese Organizations Focus Tech And IT Priorities On Improving Resilience

Forrester Digital Transformation

According to the results of our recent survey on business and technology priorities in Japan, we are seeing a continued growth in IT investments in the country despite subdued economic forecasts for 2023.

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Supercharge your success with ChurnZero’s new Customer Success AI™

ChurnZero

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. This essential aspect of your job can also be one of its most time-consuming.

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Service Automation Comes to Mobile Apps With the VI Mobile SDK

TechSee

Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. The savings and CX impact has been incredible.

Analysis 109
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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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Training and Development as an Employee Retention Strategy 

COPC

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training.

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Why Applying the Golden Rule to Customer Success Efforts Works

ClientSuccess

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

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Introducing Department X and CXO Rich Weil

ModSquad

These days everyone is talking about “delivering great experiences”. For us, that phrase isn’t just the latest trend in marketese, it goes to the very heart of what we do – it is what we’ve been doing since we started 15 years ago.

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A New Strategic Approach For Field Service Leaders in 2023: Visual Engagement Technology

TechSee

Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words.

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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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How Barnes & Noble has focused on CX to turn around its fortunes

MyCustomer

Engagement How Barnes & Noble has turned around its fortunes

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ReviewTrackers Announces Expanded Suite of Tools for International Market Support

ReviewTrackers

ReviewTrackers

Tools 103
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Redacting PII data at The Very Group with Amazon Comprehend

AWS Machine Learning Blog

This is guest post by Andy Whittle, Principal Platform Engineer – Application & Reliability Frameworks at The Very Group. At The Very Group , which operates digital retailer Very, security is a top priority in handling data for millions of customers.

Groups 101