Sat.Dec 25, 2021 - Fri.Dec 31, 2021

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7 Reasons Why Nobody Is Replying to Your Surveys (and How to Make Sure They Do)

SurveySensum

Why are you NOT Getting Enough Survey Responses: 7 Solid Reasons. Your survey is too long and you’re asking too much. You don’t A/B test delivery time. You don’t give them a reason to fill your survey. Your surveys are not personalized. You forget to double-check your surveys. You don’t give your respondents an option to skip a question. Your surveys aren’t powered by conversational AI.

Survey 52
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How to spot and act on agent training opportunities

NICE inContact

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Training 200
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How to Fight Excessive Customer Churn: 4 Winning Strategies

Totango

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.

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Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. And whether we’re making a change to the website, opening a new store, or debuting a new product, that prediction will either be right or wrong. When we’re wrong, or surprised, it can be easy to feel like we have failed.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj

Uniphore

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.

More Trending

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How Much Do You Trust Your Customers?

ShepHyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales.

B2B 136
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5 Ways Customer Success Leaders are Fighting Burnout

Totango

Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . 5 Ways to Fight Burnout.

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The Corporate Playbooks Used to Combat Organizational Trauma (And Why They're Not Enough)

dscout People Nerds

Design professionals report on organizational trauma—and the inadequate ways their org address It.

Report 145
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Webinar Wrap-up: Company-Level Engagement

InnerTrends

How To Use Company-Level Data for User Onboarding and Engagement. Join guest speaker Jane Portman, Co-Founder of Userlist and host Claudiu Murariu, CEO and Co-Founder of InnerTrends , as they dive into an insightful conversation about company-level engagement: how SaaS companies and tools can implement company-level data, the problems that can arise when it is neglected, and easy solutions that you can apply when getting started.

Company 98
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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A Year in Review: Top 5 Vanilla eBooks of 2021

Vanilla Forums

2021 was a wild year - we produced so much content and we can’t believe how many of you found it worthwhile! Thanks for sticking with us these past 12 months, we’re super excited for the next!

eBook 98
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How to Build a Customer Centric Roadmap for Your SaaS Product

Totango

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

Roadmap 98
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Turn your Passion for CX into a Career Opportunity

The DiJulius Group

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees. CX has now replaced marketing when it comes to creating a brand perception and it requires a skillful professional to. Read Full Article.

Groups 98
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The Importance Of Customer Identity Loyalty

Blake Morgan

? ? ? ? ? ? ? ? ? ? ? ?. How do customers come to form a sense of who they are? . Brands often focus on loyalty, but much of that loyalty was thrown out the window during the pandemic as customers reevaluated their priorities and tried new products and services. . But even with turmoil and change, some customers stayed loyal to their favorite brands.

Loyalty 95
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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ICYMI, Part 2: 2021 Impact Roundup

Heart of the Customer

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact. We know we can do this by improving the experience for customers, but to […]. The post ICYMI, Part 2: 2021 Impact Roundup appeared first on Heart of the Customer.

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Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around.

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How Improving Brand Equity Can Increase Your Profit

Feedbackly

What is brand equity? Why is it important for your business? What does CX have to do with it? Brand equity refers to the.

Brands 98
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Preparing for a Customer Business Review

ClientSuccess

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.

eBook 79
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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Amazing Business Radio: Rebecca Morgan

ShepHyken

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.

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Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming.

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All you need to know about knowledge management for chatbot functioning

Knowmax

The post All you need to know about knowledge management for chatbot functioning appeared first on Knowmax.

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The Most Popular Blog Posts of 2021

SmartMessage Blog

As we embrace the new year, we analyzed the interest for our 2021 content as a tradition. In the light of statistics, we can clearly state that email marketing is here to stay. The demand for marketing automation continues while chatbots are more engaged with business life. Here are the top 2021 blog posts from SmartMessage. Benefits of Email Marketing For Your Business.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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5 Top Customer Service Articles of the Week 12-27-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then

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Increasing Trust For Long Term Customer and Employee Relationships

Doing CX Right

Charles Green, author, and creator of the Trust Equation™ explains how to build trust and be a better leader to gain a sustainable competitive advantage. The post Increasing Trust For Long Term Customer and Employee Relationships appeared first on Doing CX Right.

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Transforming the Customer Experience Through Employee Engagement

CSM Magazine

Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” It’s been around a long time but it’s being put into practice more today than ever. Leading this effort is the increased role that customer experience (CX) plays as a key differentiator, particularly with increasing competition and customer expectat

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2021: Prioritizing Customer and Rep Experience

SaleMove

We look back on the top articles of 2021 and how Digital Customer Service has reshaped the customer experience and improved service delivery. The post 2021: Prioritizing Customer and Rep Experience appeared first on Glia Blog | Digital Customer Service Explained.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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SAP Sales Cloud Stay Current 2111 Certification released

SAP Customer Experience

On behalf of the CRM & CX Product Learning CoE team, I am pleased to announce the official release of the new SAP Sales Cloud 2111 Stay Current Certification. SAP Sales Cloud 2111 Stay Current (C4H41_SC) Target Audience End Users Administrators Functional Consultants Certification Description This stay current program consists.

Sales 63
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How to take a complaint further

Helen Dewdney

This is a version of the article How to escalate a complaint when customer services fails that first appeared on The Metro website 28 December 2021. How to escalate a complaint when customer services fails. Complaining can often be infuriating. You can be sent from pillar to post, fobbed off , ignored, or they may keep you waiting on the phone wasting your time.

How To 61
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Customer Service Issues with UK Bingo

CSM Magazine

When potential customers are checking the games library before playing online bingo, good customer service reviews cannot be underestimated. But it’s not only good reviews you should be aiming for. providing an outstanding experience for all players should be your number one goal. There are many reasons why newbies need help from bingo customer service and the most common issues include bonus conditions, withdrawal issues, and software problems.