Sat.Oct 09, 2021 - Fri.Oct 15, 2021

The Happiest Employees of 2021 — And Their Connections to Customers

Kerry Bodine

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience.

Be the Customer

Bill Quiseng

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.

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Where Is Customer Success Headed in 2022?

ChurnZero

Where is Customer Success Headed in 2022? How did you go bankrupt?” Bill asked. Two ways,” said Mike. Gradually, then suddenly.”. You may be familiar with this passage from Ernest Hemingway’s The Sun Also Rises, which in just three words sums up an intense effect we all feel at times.

Five Steps to a Successful, Anonymous Employee Experience Program

InMoment XI

People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. After all, your employees are the ones keeping the wheel running.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Alida closes $20M funding round

Alida

FURTHER POSITIONING THE COMPANY TO REVOLUTIONIZE THE WAY ORGANIZATIONS AROUND THE WORLD ELEVATE THE TOTAL EXPERIENCE FOR THEIR CUSTOMERS AND EMPLOYEES. Just last month we celebrated the first anniversary of our new brand, Alida.

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Stop Calling it a Labor Shortage—It is a Turnover Crisis

The DiJulius Group

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article.

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Thinking About Employee & Customer Journey Mapping? 3 Reasons to Dive In

InMoment XI

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping.

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively

Totango

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

2021 Gartner® Hype Cycle™ for Natural Language Technologies

Uniphore

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.”

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

10 Questions for B2B2C CX Leaders

Heart of the Customer

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.

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Keatext helps COOLA boost customer satisfaction by 5 points

Keatext

The post Keatext helps COOLA boost customer satisfaction by 5 points appeared first on Keatext. Case study

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively

Totango

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

Don’t Rely on Guesswork and Assumptions to Understand Contact Center Conversations

Uniphore

Imagine you walk into a room or join a Zoom call late and two people are already in the middle of a conversation. While you can easily understand the words they are speaking, you don’t have any context to help you figure out the meaning of what they are saying. You don’t know anything about what or how much has already been said.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

060: How to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing Customers

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people.

Are Customer Service Teams Ready for Winter?

CSM Magazine

Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other.

CX University’s (CXU) Program is Congruent with CXPA’s new Definition of Domains of Knowledge, Skills, Abilities

CX University

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

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Rybbon SurveySparrow Integration For Customer Reward Programs

SurveySparrow

Who wouldn’t love rewards? As the world of businesses has wholly transformed into digital, it’s never been so critical to startle the most valuable ones with rewards and recognition at every stage of their experience journey.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Understand What Is Driving Customer Adoption

Totango

Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase.

A scientist tracking killers, from malaria to Sars-Cov-2

Clarivate

A parasitologist passionate about rare disease research, Shyama’s research has enabled scientific collaborations around the world. Get the full story. Shyama Ghosh, Senior Science Editor, Antwerp, Belgium. “I’m I’m a woman of science,” said Shyama Ghosh , Senior Science Editor at Clarivate. “I

Three Ways to Maintain a 5-Star Contact Centre

CSM Magazine

In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence.

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54% improvement in Activation rate

Optimove

As NYRA’s team looked into solutions, they found Optimove to be an intuitive tool that can accelerate their CRM marketing by helping them automate marketing processes and surface additional segments.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

4 Steps to Creating a Successful KAM Program

Kapta

Key account management , or KAM, is one of the most valuable developments in account management to have emerged in the last 20 years. It is a process in which to build and maintain relationships with your most critical accounts.

How to Use an SEO Keyword Generator to Drive Revenue

DemandJump

Using a keyword generator for SEO keyword research is a basic skill that all digital marketers should master. Paid Search Search Marketing Organic Search Content Marketing

Why You Should Treat Customers as Individuals

Middlesex Consulting

Introduction I recently participated in an ExitReadiness Podcast organized by Pat Ennis. Our topic was “When You Start Making A Big Decision, First Talk with The People Involved.”

The Intuitive Customer Trailer

Beyond Philosophy

Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!