Sat.Mar 11, 2023 - Fri.Mar 17, 2023

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Can ‘Experience’ in CX Survive without Humans?

Interactions

As technology advances, so too does customer experience (CX). With the rise of automation, many businesses wonder if the human touch is still necessary. After all, if a machine can do the job just as well (if not better), why keep humans around? That said, is it possible for CX to exist without human interaction? Need for the Human Element It’s generally understood that human agents comprise a critical component of the CX matrix, as interactions with people often shape a customer’s p

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Investing In Agent Experience: The Key To Delivering Customer Excellence

Doing CX Right

Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right. The post Investing In Agent Experience: The Key To Delivering Customer Excellence appeared first on Doing CX Right.

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What Makes Customers Feel Important? Hear from a CX Research Analyst

Daniel Group

What Makes Customers Feel Important? Hear from a CX Research Analyst “I think that’s one of the biggest things I see is that personal touch, and for them it also makes them feel special. For example, I had a man say, “You know what? My reps noticed that it was raining for some of the days of my service that I had rented a machine and my rep had comped me the days that it was raining so that I didn’t have to be on the hook for those particular days.

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Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers

ShepHyken

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.

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Emotionally Intelligent Customer Experience

SAP Customer Experience

Emotional Intelligence (EQ) is the ability to identify, use, understand, and manage emotions in an effective and positive way. A high EQ helps individuals to communicate better, reduce their anxiety and stress, defuse conflicts, improve relationships, empathise with others, and effectively overcome life’s challenges. What if this also related to.

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Calculating the True Cost of FTE in Outsourced CX

ModSquad

Part 1: How FTE Raises Your True Hourly Rate How To Know if You are Paying Too Much? One sure sign that you are overpaying for outsourcing? Paying for full-time equivalents (FTE). That is, paying for outsourced CX help in full-time blocks: 8 hours per day, 5 days per week. We all know intuitively that 8 hours on the job doesn’t mean 8 hours working on your CX project.

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Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

InMoment XI

One of the best ways to overcome obstacles is to fall back on your community and brainstorm solutions together. That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. InMoment XI Strategist Jim Katzman had the opportunity to sit down with Peggy Carrieres, Global Vice President of Sales Enablement and Supplier Development for Avnet and electronics components-industry expert.

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6 Tips for Crafting Newsletters that Drive Customer Engagement

ClientSuccess

Email marketing has evolved, and today’s subscribers are looking for a lot more than simple promotions. With so many competitors vying for attention, it’s essential to capture the user with creative emails that engage them on an individual level. That means researching your target audience and utilizing data analytics to send out newsletters tailored just to their interests!

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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The Future of Higher Ed Enrolment – Student Survey Reveals Overwhelming Chatbot Acceptance

Comm100

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide.

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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.

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Visual AI For Service Automation: A Primer

TechSee

Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Since everyone begins a journey with the first step, we present a list of the core terms to help you understand how visual AI automation works.

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An In-Depth Comparison of Product Reviews and NPS Surveys

Retently

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data.

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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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How AI Will Impact the Employee Experience

The DiJulius Group

While artificial intelligence (AI) is already improving the customer experience, it will dramatically improve the employee experience over the next decade. Tedious tasks that once took agents hours upon hours to complete—be it boring data entry or replying to repetitive questions—will be relegated to computers. Along with its subfield of machine learning (ML), there are.

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ChatGPT will Revolutionize Conversational AI, Just Not the Way You Think

Inbenta

By Jordi Torras, Chief Innovation Officer, Inbenta In just a few months, ChatGPT has captured the interest of hundreds of millions of users and the imagination of businesses the world over. The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public.

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5 Productivity Tips Your Customer Support Agents Will Thank You For In 2023

kommunicate

Last Updated on March 17, 2023 A Salesforce research says that 89% of the customers who liked a company’s customer service are likely to make a repeat purchase. The era of “build a great product, market it well, and the customers will come” is over. It is 2023. Customers talk. And, to make matters worse, [.] The post 5 Productivity Tips Your Customer Support Agents Will Thank You For In 2023 appeared first on Kommunicate Blog.

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No B2B Survey Responses? No Problem.

Heart of the Customer

Last week, I attended X4, Qualtrics’s experience management summit in Salt Lake City. From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when only a fraction of your customers respond to your surveys? Even the most significant manufacturing companies lamented […] The post No B2B Survey Responses?

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea

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Select for passion, not past performance.

Bill Quiseng

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator.

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Social listening: Why it matters, how to get started, plus tips

BirdEye

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services. The insights gained from social listening can be invaluable when it comes to making strategic business decisions.

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Five forward-looking skills for the future generation of leaders

Adrian Swinscoe

This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future generation of leaders first appeared on Adrian Swinscoe.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Systems, controls and client outcomes: a recipe for credibility and respect

ChurnZero

This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt, those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously

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Qualboard Feature Highlight: Group Discussions

2020 Research

Qualitative market research is a critical component of business strategy, as it provides deep insights into consumer behavior, attitudes, and preferences. In recent years, digital research tools have revolutionized the field of qualitative research, making it faster, more cost-effective, and more efficient. One such tool is Qualboard , a digital qualitative research platform that allows businesses to conduct research quickly and easily.

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The Art of Mastering Your Authentic Voice for Maximum Success

Doing CX Right

Cynthia James, Author, International Coach and TedX Speaker, explains why “Your Voice Matters” and tactics for speaking up to increase success in your business and life. The post The Art of Mastering Your Authentic Voice for Maximum Success appeared first on Doing CX Right.

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10 Shopify Chatbots You Can’t Live Without In 2023

kommunicate

Last Updated on March 14, 2023 Chatbots have taken over the customer service domain. They can address customer queries faster, easier, and with more accuracy than human agents. As chatbots become more intelligent and capable with every passing day, the volume of chatbot-led conversations is also increasing day by day. According to the latest data [.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Systems, controls and client outcomes: a recipe for credibility and respect

ChurnZero

This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt—those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously

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The Golden Rule of Hospitality and Customer Experience

Michel Falcon Experience

To listen to this episode on Apple podcast, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. Michel Falcon:… The post The Golden Rule of Hospitality and Customer Experience appeared first on Michel Falcon.

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The Future of Customer Service: How Generative AI is Changing the Game

Doing CX Right

Evan Kirstel, an expert analyst in disruptive technologies, and Stacy Sherman discuss how you can transform customer experiences with generative AI to achieve service efficiency while maintaining human empathy. The post The Future of Customer Service: How Generative AI is Changing the Game appeared first on Doing CX Right.