Sat.Nov 05, 2022 - Fri.Nov 11, 2022

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The Top CX Lessons to Learn from Black Friday

My Customer

After a longer buildup than ever before, this year’s Black Friday is almost upon us. For some businesses, the comparatively long Black. 9th Nov 2022. By Alex Buckley General Manager EMEA & APAC.

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The need for speed: Keeping up with customer expectations

Alida

Today’s customers are unlike anything the business world has ever seen. Savvy, self-sufficient, and comfortable demanding the treatment they deserve, these consumers are reshaping the shopping experience just by raising their own expectations. The unfortunate truth is that those expectations change faster than light—so how can your brand keep up?

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Customer Experience Management for Any Budget

IntouchInsight

If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to suffer from opportunity overload when deciding how to improve your customer experience programs. When presented with a variety of products, services, and partners the only real limitations are time and budget.

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Creating Fun In The Workplace For Better Customer Experience

Doing CX Right

Rick Bonds, a successful corporate business leader, talks about company values & beliefs, why fun needs to be intentional, and tactics you can do that link to better customer experiences. The post Creating Fun In The Workplace For Better Customer Experience appeared first on Doing CX Right.

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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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Get Your CX Project Approved Every Time?

Seaton CX

I got cocky—and I failed. The setback would cost my team months of progress. I’d connected to the Zoom meeting with a colleague to pitch our newest proposal—a premium service that would improve customer success and generate revenue for our company. After a string of successes, I was riding high on my reputation with the executive team. I thought this meeting was a formality—an official rubber-stamp of approval so my team could get back to work.

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5 Clever Ways To Become The Next Superstar Employee

Steve DiGioia

Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans.

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The State of Customer Experience in Financial Services: Where Do We Go From Here?

CSM Magazine

Financial services leaders are increasing their focus on digital-first initiatives to optimize the customer experience and increase retention and loyalty – a trend that emerged out of pandemic necessity and became a preference that is here to stay. Verint, The Customer Engagement Company, has conducted independent research into the banking and financial services sector.

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Customer Service Communication Habits To Break

Doing CX Right

Leslie O' Flahavan, the owner of E-Write and LinkedIn learning instructor, shares actionable ways to enhance written and verbal communication to improve customer service experiences and business results. The post Customer Service Communication Habits To Break appeared first on Doing CX Right.

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Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.

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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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Voluntary Response Bias in Sampling

InMoment XI

If you received an invitation to take a survey, you would probably be more likely to actually participate if the topic of the survey interested you. That’s the heart of voluntary response sampling. Like all other methods of sampling, voluntary surveys have their pros and cons. It’s one of the easiest ways to sample quickly and get responses, but it can also result in voluntary response bias.

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Emerging Customer Experience Trends in 2023

Lumoa

If you looked back just a few years ago, the phrase “oh, I forgot my mask” wouldn’t mean much to you. “I’ve been self-isolating” would be equally unusual. And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience.

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What Every C-Suite Leader Needs to Know about Customer Experience

Experience Investigators by 360Connext

What Does Customer Experience Success Mean to Your C-Suite? There’s a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there.

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Work-from-Anywhere (WFA) Is the New Reality; Investing in PCI Compliance in Your Contact-Center Is the Smartest Move of 2023

Interactions

Over the last three years, Covid has transformed the contact-center industry into a work-from-anywhere (WFA) world. Millions of agents now work outside the traditional walls of a care center. . It’s a win for business cost efficiencies and worker flexibility. But it opens a can of worms for meeting compliance requirements and it impacts millions of care agents supporting hundreds of thousands of businesses. .

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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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Learn how to make influence your new super power today!

Beyond Philosophy

What if we told you that we know how you could develop a superpower? You can. We know you can because the method for it it was developed by a Yale’s assistant professor of marketing that was once a door-to-door salesperson and someone who has performed open-heart surgery on a pig. The superpower you can develop is influence and it is essential if you want to make changes in your organization.

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Big on impact; short on investment: Key trends from the 2022 Customer Success Leadership Study

ChurnZero

Customer Success is gaining ground, influence, and budget within organizations. Nearly two-thirds of CS teams added new members this year. However, CS departments remain underfunded, especially when it comes to their tech stack. These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai.

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Is the contact centre going to be the next big tech frontier?

Adrian Swinscoe

Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […]. The post Is the contact centre going to be the next big tech frontier? first appeared on Adrian Swinscoe.

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Sales Chatbots: How to Grow 10x Revenue Using Chatbots

kommunicate

Last Updated on November 9, 2022 The revolutionary chatting bots can actually boost your sales and revenue – and we call it Sales Chatbot! Yes, we are sure about it, and so should you. After all, Siri and Alexa were not only to have a chat and resolve your issues; rather, they have many more [.]. The post Sales Chatbots: How to Grow 10x Revenue Using Chatbots appeared first on Kommunicate Blog.

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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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How appointment scheduling services can help grow your business

BirdEye

If you own a business that relies on appointments, you already know why it’s important to always stay organized. Appointment scheduling services can help your business run more smoothly and handle everything from online bookings to reminder texts. In this blog, we’ll explore some of the ways that appointment scheduling services can make your life easier.

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What's Holding Brands Back from Personalization?

Merkle

For most marketers, harnessing the ability to personalize all marketing efforts across every channel is the holy grail that they’re striving for. I recently spoke on this topic at Programmatic I/O , a two-day event bringing together minds from the marketing, tech, and publisher worlds, where I heard from many attendees that addressable media and omni-channel personalization are the focal points for their teams.

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7 Tips to Improve Agent Performance

Zonka Feedback

Customer Service Agents are the face of a company when it comes to addressing customer concerns. The interactions between a customer and agent can be a defining moment in whether the business will be successful or not. When it comes to providing a great customer experience, your Customer Service agents need to put in that extra effort that can shape your customers' perspective towards building up loyalty.

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Employees who are not focused on delivering good customer service can cast a long shadow on your business

Very Best Service

Understanding the impact of customer service on your business is critical The behaviour of your employees towards your clients will leave a long lasting impact on your business. Every interaction is an opportunity to consolidate the client relationship or conversely a potentially destructive situation creating a long term impact on the perceived service integrity of the business.

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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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Stay organized with an appointment scheduling calendar

BirdEye

As a local business owner, your time is valuable. You don’t want to spend hours on the phone scheduling and confirming appointments – and you don’t want to have to rely on your memory to keep track of all your bookings. With an appointment scheduling calendar, you can see your entire schedule at a glance, easily book appointments, and send reminders to your clients.

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What is Data Integrity? How it Can Help Gain Competitive Advantage

Merkle

Organizations are constantly being informed by data, and as they continue to progress and innovate, there’s a real need to manage more massive volumes of data, especially within the marketing and advertising technology space. Data is crucial for many reasons. It influences the efficiency, profitability, and longevity of your enterprise, and it brings clarity via analytics and insights to return on investments to many channels and helps find efficiencies.

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10 Of The Best Use Cases Of Educational Chatbots In 2023

kommunicate

Last Updated on November 11, 2022 Looking for some amazing applications for educational chatbots in the education sector? We are here to help! Read on and find how chatbots for education are helping revive the sector. Chatbots in the Education Sector Chatbots today find their applications in more than just customer services and engagement. Rather, [.].

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MYC'D UP WITH CX LEADERS episode 10: Maneesha Bhusal, CX director, JD.ID

MyCustomer

"Focus on small wins not big wins for CX success" Neil Davey. Friday, November 11, 2022 - 08:30. Customer experience management. MYC'D UP WITH CX LEADERS episode 10: Maneesha Bhusal, CX director, JD.ID.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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The SAP Partner Finder now features SAP-qualified partner-packaged solutions

SAP Customer Experience

Author of the blog: Sten Frellesvig SAP Partners, make it easier for prospects to find you. The SAP Partner Finder matches prospects with partners in their region that have the knowledge and experience they’re looking for. It’s a powerful demand-generation tool that drives opportunities for the partner’s business. Besides listing.

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15 KPIs for Your Aftermarket Service Team

Middlesex Consulting

You should develop a list of KPIs you and your organization feel comfortable using. The post 15 KPIs for Your Aftermarket Service Team appeared first on Middlesex Consulting.

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Improve Your Competitive Analysis with Strategic User Research Techniques

dscout People Nerds

Competitive analysis benefits many stakeholders. Here’s how to manage a competitive analysis end-to-end—with better results.

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