Sat.Apr 22, 2023 - Fri.Apr 28, 2023

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Live Chat Software: The Missing Part Of Your Customer Experience

Team Support

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

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The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

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Unlock the Power of Mobile-First Insight Tools to Improve Your Customer Experience

Alida

The world of customer insights has drastically shifted in recent years. With mobile devices becoming ubiquitous and mobile usage continuing to rise, it has become increasingly important for businesses to take a mobile-first approach to their customer insight and survey tools.

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U$ 402bn is on the table for brands that simplify their CX and EX – here’s why

eglobalis

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 113
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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Joe Cicman - Principal Analyst at Forrester | Jason Cottrel - CEO & Founder at Orium | Kelly Goetsch - Chief Strategy Officer at Commercetools

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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Managing Customer Support Across Multiple Marketplaces

Helpware

Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on Amazon than on any other eCommerce site. So if your brand isn't selling on these marketplaces, you're missing out on a massive chunk of potential sales.

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The Positive Influence of Scarcity on Customer Experience with Mindy Weinstein

ShepHyken

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.

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115: Tailoring Your Brand Experience to the Female Consumer

The DiJulius Group

You’re missing out if your company isn’t creating an experience for its female shoppers. Female shoppers influence 86% of all household spending. Worldwide, they control and influence $43 trillion of spending. Companies often neglect their female demographic, catering to their male shoppers’ more utilitarian needs and desires. Making minor adjustments could attract more female shoppers.

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Three ways customer success can support product management to everyone’s benefit

ChurnZero

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Yet, there wasn’t a whole lot of teamwork going on—participants were simply talking past each other. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.

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Making Customer Touchpoints an Advantage

Topdown

The best and most successful leaders have proven an ability to create advantages where, historically, there aren’t any. Customer touchpoints are neither a disadvantage or advantage by their simple nature; it really depends on the approach of the individual organization or facilitator of that specific point of contact. In other words, turning customer touchpoints into an advantage is more than feasible.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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XI Platform Designed With Business Goals in Mind

InMoment XI

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. Below you’ll find the latest innovations to: Summarize customer feedback more effectively to save time and resources Improve the closed-loop service experience to reduce churn and incr

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Customer-Centric Culture Barriers and Ways to Address Them

Experience Investigators by 360Connext

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And that is great. However, like many parts of customer experience, it takes more than just words.

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Higher Ed Admissions – Strategies for Increasing Student Enrollment

Comm100

Higher Ed Admissions – Strategies for Increasing Student Enrollment 69% of admissions officials from community colleges and 55% of admissions officials from private colleges are very concerned about meeting their institutions’ goals for new students. This comes as student enrollment plummets. In 2022, 4 million fewer people in America enrolled at a college than ten years ago, and this trend doesn’t seem to be changing.

Strategy 130
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Alida Spring ‘23 product release: strengthening our foothold in the mobile realm

Alida

Alida’s spring release boosters connections between brands and hard-to-reach consumers through mobile-first strategies for immediate and better feedback.

Feedback 130
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The Best Ideas From CS Experts Worldwide – All in One Place

Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

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Visual Service for Medical Device Support

TechSee

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.

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[Experience Action Podcast] Is my CX Role In Jeopardy? [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

The post [Experience Action Podcast] Is my CX Role In Jeopardy? [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

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Act Like an Owner – Revisited!

ShepHyken

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

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Exploring the impact of globalization on research in the United States

Clarivate

Our latest Global Research Report from the Institute for Scientific Information (ISI) , “U.S. research trends: The impact of globalization and collaboration,” raises important questions about how well past investment has prepared the U.S. scientific enterprise to achieve its goals. Our findings suggest that while the U.S. remains a leading science and technology power, it must acknowledge its shrinking domestic research capacity and work collaboratively with resourceful competitors to maintain i

Trends 105
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A 360-Degree Approach to Customer Feedback - Using Online Reviews & Surveys

Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

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Improve Service Efficiency by Boosting Adoption

TechSee

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

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Why customer empathy is key to ensuring the older generation have a seamless digital banking experience

Adrian Swinscoe

This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […] The post Why customer empathy is key to ensuring the older generation have a seamless digital banking experience first appeared on Adrian Swinscoe.

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Unlocking The Power of Voice Banking

SaleMove

Adding AI-powered, 24/7 self-service convenience to your dial-in phone system brings appealing voice banking features to the entire customer experience. The post Unlocking The Power of Voice Banking appeared first on Glia Blog | Digital Customer Service Explained.

Banking 98
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7 insurance marketing strategies to help increase revenue

BirdEye

Are you an insurance provider who is looking to increase your revenue? If so, then effective insurance marketing strategies are the way to go. These strategies aren’t just about getting more clients, it’s also about retaining existing ones and making sure they keep coming back for more. Fortunately, there are a number of ways to do this. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client int

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

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Top 7 Benefits of Outsourcing Administrative Functions for Insurance Companies

Magellan Solutions

Top 7 Benefits of Outsourcing Administrative Functions for Insurance Companies Insurance companies encounter a variety of challenges nowadays. Increasing client demands, ever-changing regulations, and competition are some of the difficulties. Outsourcing administrative functions for insurance companies has been a proven strategy to consider. With the rising inflation, insurance companies are looking for ways to reduce costs.

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Navigating the U.S. Banking Crisis Requires In-Depth Market Research

2020 Research

What happens when governments raise their central bank interest rates? One ripple effect may be the increased cost of lending for banks. We may also observe a reduction in bond prices, which could deplete the market value of bank capital reserves. Unfortunately, these aren’t speculative scenarios—it’s all happening now in 2023. Mar. 8, 2023: Silvergate Bank, a cryptocurrency-focused institution, was the first to fail due to significant losses in its loan portfolio.

Banking 97
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Remote Agent Training In Contact Centers: 5 Key Strategies

Playvox

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

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Referral link: What? Why? How?

BirdEye

You probably remember receiving an email from a friend saying, “Use my link for a discount!” And they shared a link with you from a shop or brand they want you to try. That link is what’s called a referral link. It’s a special URL created exclusively for that one person to share with their friends via email, social media, text, and other channels.

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3 Sizzling Ways to Warm up Cold Calls

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

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Stay Ahead of the Compliance Game: How Insurance Companies Can Meet Regulatory Requirements

Magellan Solutions

Stay Ahead of the Compliance Game: How Insurance Companies Can Meet Regulatory Requirements Nowadays, businesses should be up-to-date with the governing laws on data security. To mitigate risks, data protection standards are always changing. Outsourcing insurance compliance services can assist businesses with the changes in regulatory compliance. Regulatory compliance is a vital component of the insurance sector.

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Integrate Amazon Lex Chatbot with Facebook

kommunicate

Last Updated on April 27, 2023 In today’s digital age, chatbots have become an integral part of customer service. With the rise of social media platforms like Facebook, integrating chatbots with these platforms has become crucial for businesses to provide efficient customer support. One of the most popular chatbot platforms is Amazon Web Services (AWS) [.

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Deliver your first ML use case in 8–12 weeks

AWS Machine Learning

Do you need help to move your organization’s Machine Learning (ML) journey from pilot to production? You’re not alone. Most executives think ML can apply to any business decision, but on average only half of the ML projects make it to production. This post describes how to implement your first ML use case using Amazon SageMaker in just 8–12 weeks by leveraging a methodology called Experience-based Acceleration (EBA).