Sat.Dec 17, 2022 - Fri.Dec 23, 2022

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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

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Are Your CX Questions Out of Order?

Heart of the Customer

One key insight I’ve gleaned from our ongoing interviews with CX professionals is that changing the order of the questions you ask can change your entire perspective on measuring the customer journey.

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Voice of Customer Examples to Inspire Your CX Strategy

InMoment XI

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like.

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Customers Don’t Know the Difference Between Customer Service and Customer Experience

Shep Hyken

As I talk to people about their experiences with the companies and brands they do business with, they often use the terms customer service and customer experience interchangeably. Are they confused? Do they not know the difference? Maybe, maybe not. And in the end, it doesn’t matter.

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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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What’s the Recipe for Effective Leadership Development?

Integrity Solutions

You don’t have to be good at everything to be a good leader. Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. That said, there are some qualities that cut across the board.

More Trending

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8 Reasons to Conduct a Product Experience Survey

Zonka Feedback

Product Experience is all about what your product users encounter when they interact with and use your product. Product Experience is crucial for the success of the product as users focus more on the experience they get than any other aspect of your product. Customer Experience

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How customer success teams can improve customer retention with VOC?

SurveySensum

Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base. . – But, why? Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. .

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Is it time to talk about a more sustainable approach to serving our customers?

Adrian Swinscoe

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]. The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe

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Ways to Modernize Your Business

CSM Magazine

The incorporation of technology into practically every facet of human life is unavoidable. In addition to altering our shopping habits, it is also influencing how we interact with social media, engage in games, and consume media.

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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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How to Become an Expert Survey Builder with InMoment

InMoment XI

What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? What will my business gain?

Survey 361
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Who Should B2B Companies Survey: Key Contacts or Product Users?

Retently

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Who should you survey?

B2B 121
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How To Ask A Client For A Referral [+ Templates]

Totango

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you.

NPS 87
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Customer Engagement Predictions: Marketers Will Rock 2023 as Data Artists

Blueshift

In 2023, marketers will use AI to unlock creativity and personalization. In the past, AI was owned by data scientists, but now marketers can easily access and use AI. In 2023, marketers are the data artists, combining creativity with data and AI, for intelligent customer engagement.

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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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12 Best Product Experience Management Software For 2023

Zonka Feedback

When we talk about making our product successful, the one thing which is the most essential to focus on is Product Experience. Surpassing even the price and design of the product, PX is a super important aspect that users focus on while they use a product.

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How Can I Study SaaS Marketing?

DemandJump

Software-as-a-Service (SaaS) companies are continuing to take off right now, with around 25,000 SaaS companies established and lots of projected growth worldwide. With all the job opportunities this industry offers, many people are contemplating getting in on the action and training to work in SaaS

Study 83
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Forecasting The Future: Five Seismic Shifts That We Saw Coming

Forrester Digital Transformation

As Forrester approaches its 40th anniversary, we reflect on a few of the monumental changes that we correctly predicted. Age of the Customer Bold, Together promoted

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6 Ways to Translate Company Values into Employee Engagement

COPC

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. .

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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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7 Strategies for Building a Winning Product Experience

Zonka Feedback

Product Experience plays a major role in the success of your product. It is the most important thing that matters to your product users. A good experience is necessary for achieving product goals like user satisfaction, loyalty and better retention.

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How Can Digital Marketing Help A SaaS Business?

DemandJump

Digital marketing is the perfect fit for a Software-as-a-Service (SaaS) business. Since SaaS products are used in the digital landscape, focusing on digital marketing is the right way to reach a SaaS company’s target audience. In this blog, we’ll focus specifically on SaaS content marketing.

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Leaders Must Understand “The Meaning Of Stories” To Create “Meaning From Stories”

Forrester Digital Transformation

“You haven’t defined what story is,” said the voice of experience that afternoon, September 16, 2022. That’s odd,” I thought. What am I missing?” We were discussing my first leadership storytelling report, Master Storytelling For Impactful Leadership, intended to explain the “what?” and “why?”

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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

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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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Envision Future Products with Participatory Visioning Research

dscout People Nerds

Give your client or employer future design insights with this innovative and groundbreaking research method

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Is There a SaaS Certification for Marketing?

DemandJump

Yes—there most certainly is! If you’re looking to learn about SaaS, look no further. Whether you’re an experienced web developer, a marketer who’s new to creating SaaS content , or you just have a good idea for a SaaS company, there are resources to help you get on the right track.

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Update Your Knowledge Management Practice With Three Agile Principles

Forrester Digital Transformation

Long-standing “waterfall” knowledge management (KM) practices are failing to meet the needs of the modern enterprise, and technology leaders must reassess their approach.

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How Vogo Saves 700 Hours A Month With Kommunicate’s Chatbot Solution

kommunicate

Last Updated on December 20, 2022 The world is moving towards a greener future, from biodegradable garbage bags to two-wheelers that promote micro-mobility.

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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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Helping Your Executive Team Avoid Or Come Back From Burnout In An Uncertain Economy

The DiJulius Group

Today’s work world is more challenging than ever, with 37% of executives putting in longer hours than pre-pandemic and a whopping 75% reporting job-related physical and mental health issues. They are either already experiencing burnout or are pretty far down the path.

Groups 72
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How Does Content Marketing Benefit SaaS Companies?

DemandJump

If you’re looking to reach page one of Google organically, then you might have come across different SaaS content marketing strategies. At DemandJump, we love to offer content ideas for SaaS companies by providing guides on content marketing and examples of how it all works

Company 81
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Announcing The Forrester Wave™: Artificial Intelligence For IT Operations (AIOps), Q4 2022

Forrester Digital Transformation

The Forrester Wave™: Artificial Intelligence For IT Operations, Q4 2022 evaluated 11 vendors on 35 different capabilities. Read the report to see the vendor that came out on top with the highest-ranked capabilities for the broadest set of organizations.