Sat.May 29, 2021 - Fri.Jun 04, 2021

What would you say if asked "Is customer experience worth it?"

MyCustomer

Engagement What would you say if asked "Is CX worth it "

5 Ways to Develop Trust with Your B2B Customers

Team Support

People do business with people they like. That’s about the oldest known business strategy!

B2B 52
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What CX Skills Are Most Important & How To Achieve Them

Doing CX Right

If you want to transform your brand & gain a competitive edge, you need to elevate your customer experience skills & hire the right people. The post What CX Skills Are Most Important & How To Achieve Them appeared first on Doing CX Right.

Top 10 Reasons To Enroll In “Customer-Powered Profits”

Kerry Bodine

If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason to click that link? Here are 10! I make customer experience concepts simple.

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The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Best examples of chatbots and what makes them great

NICE inContact

If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution.

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SWAGGER Magazine: Standing out in a Sea of Content

Alida

(Part 1 of 4). SWAGGER Magazine is North America's leading, digital-first, modern men's luxury lifestyle magazine. They help build their readers' confidence by providing them a pulse on the latest trends in fashion, grooming, entertainment, travel, culture, automotive, and more.

Live Chat KPIs are Essential – But How Can You Get Agents Onboard?

Comm100

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. But it’s completely worth the effort.

24 Factors to Consider in Pricing your Product, Service or Solution.

C3Centricity

We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!)

How To 181

6 Pain Points Faced by Gig Customer Service and How Vision Can Solve Them

TechSee

The gig economy is exploding, spawned by well-known apps such as Fiverr , TaskRabbit , Thumbtack , and Upwork that serve as digital marketplaces where an independent worker can be hired for a short-term project or task on-demand, also known as a gig. What is Gig Customer Service?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How Alida Stands Out in a Crowded Customer Feedback Management Market

Alida

As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is.

Are Your “Averages” Obscuring Your CX Opportunities?

Heart of the Customer

If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What do you mean?” Or they only mentioned survey data. But […].

Six Steps to Contact Center Digital Transformation: A Framework for CX Modernization

UJET

Ready to modernize your own contact center? Get the jump on your competitors by downloading our free Digital Transformation Roadmap. The concept of digital transformation isn’t new.

Increase Productivity and Improve Employee Retention with HR Service Automation

Inbenta

The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

What is an IVR?

Cyara

“To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system.

5 Steps to Creating an Organization Obsessed with Going Above and Beyond

The DiJulius Group

The following is one of my favorite stories that happened years ago at the first business I opened (and still own today) John Robert’s Spa. It really defined the type of above and beyond organizational culture I want every employee to have.

7 Great Customer Engagement Ideas

Totango

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice.

5 Ways to Use Chatbots for Internal Employees

Inbenta

Summary: Use Cases of AI Chatbots for Internal Employees. Chatbots Streamline HR Support. Chatbots Facilitate Employee Onboarding. Chatbots Help With Day-to-Day Tasks. Chatbots Prove the Source of Truth: From Taxes to GDPR. Chatbots Empower Physical Robots.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Why Help Desk Software Is a Must-Have for Small Businesses

Help Scout

As a small business, keeping up with customer support can be a tough task. Though standard email applications like Gmail or Outlook may work initially to manage incoming customer requests, they don’t work as a long-term solution. You need a specialized tool.

Amazing Business Radio: Natalya Berdikyan

Hyken

The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience.

How to Gather Customer Insights with CS Software

Totango

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers.

#02: From Hospitality to Performance Marketing: Lessons Balbina Knight Learned to Achieve Career Purpose and Growth

Michel Falcon Experience

To listen to the podcast on an Apple device, click here. To listen to the podcast on another device, click here. Meet Balbina Knight, she… The post #02: From Hospitality to Performance Marketing: Lessons Balbina Knight Learned to Achieve Career Purpose and Growth appeared first on.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

We’re Closing The Deal With Cision. Here’s What That Means

Brandwatch CX

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Guest Post: How to Improve First Call Resolution (FCR) Using Knowledge Management System

Hyken

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call.

5 Tips for Integrating Automation into Your Customer Experience Strategy

Conversocial

The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020.

Webinar highlights: How to transition from a high-touch to a tech-touch strategy

inSided

This week, we decided to interrupt your regularly scheduled This is Digital Customer Success blog post to bring you some learnings (that just couldn’t wait) from last week’s webinar.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.