Sat.Nov 19, 2022 - Fri.Nov 25, 2022

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Why Do YOU Do CX?

Heart of the Customer

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX?

B2B 78
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These 4 CX and EX trends should set your 2023 priorities

1 to 1

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023.

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How to Build Customer Trust and Loyalty

InMoment XI

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones.

Loyalty 260
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How Can You Improve Customer Experience and Service at Your Website?

CSM Magazine

The pursuit of boosting customer experience and service should be an ongoing one. This means even if your site has a good record with customer experience, there is always a chance that improvements can be made.

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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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2022 consumer holiday retail shopping survey

Optimove

The post 2022 consumer holiday retail shopping survey appeared first on Optimove. library

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How CX is like HR

Zeisler Consulting

I’ll often describe CX in terms of an analogy to other operations within your company. If it’s to make an impact, it should have a charter that includes responsibility for and the moving parts needed to drive changes. Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes as a side note to the dreaded ROI of CX discussion. Let me pull on that thread (picking on HR this time around, but it’s probably applicable for other examples as well).

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How to achieve financial stability in a recession with CX agility

Interactions

With a recession looming, many businesses pause customer experience investments due to uncertainty. . But little do these companies realize, these investments can actually help during times of tightened budgets. .

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Customer Service: 5 Tips on How to Deliver Great Customer Support

Helpware

There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood.

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Move From Customer Service to CX with the Right Technology

Upstream Works

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.”

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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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Top 5 Customer Service Trends to Expect in 2023

Comm100

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand.

Trends 183
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Understanding the Sample Size Formula

InMoment XI

There’s a lot that goes into creating statistically sound research, but few elements are as important as getting the right sample size. This is because the size of your sample can have a direct impact on your findings. If your chosen sample is too small, your results will likely be inconclusive.

Travel 260
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Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Experience Investigators by 360Connext

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago.

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Innovation Day is upon us: What to expect

Alida

The Delta Awards, Alida’s recognition of top innovators in CX, are the focal point of the event. Customer Experience

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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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7 Ways SaaS Companies Can Improve Customer Experience

Zonka Feedback

Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience. Customer Experience

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What Is Systematic Sampling?

InMoment XI

Data runs the business world these days. It’s great to always use data to back everything from major business decisions to website tweaks. But data is only as good as the survey that pumped it out.

Survey 260
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How We Picked The 2022 Top 10 Emerging Technologies

Forrester Digital Transformation

Since we published The Top 10 Emerging Technologies In 2022, we’ve been getting questions about how these technologies were selected out of the hundreds that Forrester tracks. Clients also ask, “Why are some obvious ones like machine learning, blockchain, the metaverse, or quantum computing missing?”

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13 Effective Marketing Tips To Boost Your Cyber Monday Sales

kommunicate

Last Updated on November 26, 2022 Cyber Monday is a time when the majority of all online sales take place. It is known to have the highest sales volume in the ecommerce space today. This has led to it being recognized as the busiest day for shopping in the U.S. What is certain is that [.].

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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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Important Agent Performance Metrics to Measure Success

Zonka Feedback

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns.

Metrics 83
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How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change.

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Design Do’s and Don’ts for Retailers This Holiday Season

Forrester Digital Transformation

Retailers can improve their websites and boost customer experience this holiday season by applying these tips. Age of the Customer Customer Experience Strategy digital business holiday Retail Trends

Retail 82
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How A Therapy Chatbot Can Provide Essential Healthcare Services

kommunicate

Last Updated on November 22, 2022 Mental health is a global concern and a serious one at that. Research shows that nearly one in every four people experiences a mental health issue anytime in the year.

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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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Why contact centres are choosing the cloud for adding new functionality

Eptica

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022.

Banking 105
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Improving Customer Service Results Through Empowered Agents

Doing CX Right

Sean Hawkins, a customer experience & contact center management expert, explains how to deliver great customer service through engaged and loyal agents. Learn how to do the basics right based on what's in your control.

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Want To Improve Employees’ Insights-Driven Decision Making? Data Literacy Programs Alone Won’t Help

Forrester Digital Transformation

Companies want to be insights-driven, customer obsessed, and future fit. This journey includes investing in data literacy or spending on tech. In 2022, 75% of US business decision-makers responded that they are adopting enterprise-wide data literacy, and companies are projected to spend 4.7

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Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext

Keatext

The post Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext appeared first on Keatext. Case study case study contact center customer experience product management surveys

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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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Stop renewals and upsells from dragging out through the holidays with four simple steps

ChurnZero

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year.

B2B 70
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Instagram Marketing Guide for Business Accounts

BirdEye

These days, millions of shoppers make most of their purchasing decisions on Instagram. If your business isn’t on the platform already, there’s no better time than the present to create an account.

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What your live chat security is missing

TeamSupport

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up.

System 69