CSM Magazine

DECEMBER 16, 2022

The holiday season can be stressful – for customers and businesses alike. Here are three ways to better engage with customers during the holidays, brought to you by Zenarate. 1. Empathy First. Customer empathy starts by seeing things through the eyes of others. Through understanding and conveying a sense of shared experiences – “I know how frustrating that can be” – a bond is forged, and hostilities are lowered.

Tips 52

Tips Loyalty Customers Training 52

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

The DiJulius Group

DECEMBER 12, 2022

Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1. The Great Retention Great companies help people live amazing lives. Great. Read Full Article. The post 11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever appeared first on The DiJulius Group.

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Customer Experience Groups Customers Company 111

Totango

DECEMBER 13, 2022

As subscription models and recurring revenue become the norm for both SMBs and enterprise solutions, customer success is becoming an essential part of businesses across the globe. It’s clear to corporate leaders that strong onboarding and ongoing engagement help convert tentative new relationships into happy customers and established revenue streams; and risk management protects hard-earned customer trust and shines a light on opportunities for expansion.

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Tips Customer Success Culture Report 91

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. With 100% of customers clamoring for self-service options — be it for setting up demos or answering product questions — it’s no wonder that ‘improving customer experience’ has catapulted to the top three automation goals of marketers everywhere.

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Customer Experience Self Service Chatbots How To 130

Helpware

DECEMBER 15, 2022

According to a PWC report , around 73% of consumers consider customer experience an essential factor in their buying decisions. Moreover, 65% of consumers find a positive experience with a brand to be more influential than great marketing.

Consumers 80

Consumers Report Customers Brands 80

CSM Magazine

DECEMBER 15, 2022

As CX tops the business agenda, there’s never been a better time to master the art of listening. Jade Turley at Calabrio shows us how with a simple step-by-step guide. Delivering the right customer experience (CX) is typically a top priority for businesses for good reason. According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increa

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Self Service Customer Journeys Analytics Customers 52

InMoment XI

DECEMBER 14, 2022

Welcome to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

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Tourism Data Government Financial 493

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Gas, grocery, fashion, technology… and probably more. Salesforce research says consumers like us belong to 4.3 loyalty programs on average. And you’re probably spending a decent amount of money at those places. If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members,

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Loyalty Programs Loyalty Social Media Rewards Programs 177

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

IntouchInsight

DECEMBER 16, 2022

2022 at Intouch was all about data. How to do more with your data, dig deeper into your data, and perform better data analysis - and it’s never been easier to do it!

Analysis 156

Analysis Data How To 156

TechSee

DECEMBER 12, 2022

Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.

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Innovation Customer Centricity Technology Leadership 124

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Think of digital experience trends being the new maps application in your business.

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Trends How To Social Media Survey 529

BlueOcean

DECEMBER 15, 2022

We have another great episode of Deep CX: A Blue Ocean Podcast for you this month! We were lucky to sit down with Tony Won, a leading specialist in player support and our very first guest in the gaming industry. Tony has built up quite the gaming résumé over the years, working with industry giants like Riot Games and Epic Games—he even worked on the smash hit cross-platform game Fortnite!

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Video Consulting Tips Industry 156

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Adrian Swinscoe

DECEMBER 13, 2022

This is a guest post by Tom Gibby, the Co-Founder and CMO of The Bot Platform. The first step in asking is always the hardest. You […]. The post 9 ways to help get your budget approved first appeared on Adrian Swinscoe.

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BirdEye

DECEMBER 16, 2022

It’s no secret that customer reviews have become an essential part of running a successful business. In particular, there is great importance to Google reviews because they can have a direct impact on local businesses success. Most people search for products and services on Google, and these reviews provide important information about the value of your products and services.

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Multi-Channel Policies Study Hotels 98

InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business.

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ROI Call Center Return on Investment Measurement 493

Zonka Feedback

DECEMBER 14, 2022

Customer feedback helps companies and brands to identify areas that require modification to enhance customer satisfaction. How do you generate customer feedback ? Companies use different methodologies to get customer feedback after purchasing some of their products. But, surveys are the best when you want to get reliable information from customers.

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Survey Customer Satisfaction Feedback Brands 98

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Kustomer

DECEMBER 12, 2022

When organizations are considering a chat strategy, there’s a common debate over whether live chat or a messaging app is the right method to use for client communication. Both models have pros and cons, but technologies have evolved to make a hybrid approach not just possible, but effective. By blending both models together, you can test, collect feedback, and grow — and new tools make it easier than ever to take the best from each approach.

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Competitive Advantage Social Media Communication Customer Experience 98

West Monroe

DECEMBER 14, 2022

Today’s utilities are evolving. While foundational aspects—affordability, resiliency, and reliability—are still top of mind, energy industry trends show that utilities are quickly becoming digital, service-based enterprises tasked with leading the charge toward decarbonization while enabling customers to reach their own sustainability goals.

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Industry Government Transportation Financial 98

AWS Machine Learning

DECEMBER 14, 2022

If you operate in a country with multiple official languages or across multiple regions, your audio files can contain different languages. Participants may be speaking entirely different languages or may switch between languages. Consider a customer service call to report a problem in an area with a substantial multi-lingual population. Although the conversation could begin in one language, it’s feasible that the customer might change to another language to describe the problem, depending on com

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Exercises Contact Center Data How To 98

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?” Among the 457 people who responded, employee engagement and digital engagement got the largest shares of votes at 37% each.

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

kommunicate

DECEMBER 13, 2022

Last Updated on December 13, 2022 Chatbots have revolutionized customer support and service automation in business organizations today. It doesn’t matter if your organization is big or small; chatbots have something to offer everyone. Almost all modern and evolving businesses have deployed chatbots to increase market relevance. Not only are they multifunctional, but they also [.].

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Chatbots Marketing Customers 95

Merkle

DECEMBER 14, 2022

AWS re:Invent wrapped up earlier this month in person in Las Vegas. The week was packed with knowledge-dropping sessions and networking opportunities with over 50,000 industry experts. The keynotes shared AWS’s plans to build end-to-end data and AI offerings in the new year as well as the company’s heavy investment in industry solutions. Pushing further up the software as a service (SaaS) stack, AWS also debuted its AWS Supply Chain offering, which we are excited to see in action in the new year

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Software Industry Data 94

Zonka Feedback

DECEMBER 12, 2022

Pipedrive is pretty useful and powerful tool and it's already fulfilling my organization's needs of tracking and managing deals, so what's with the integrations?

Tools 98

Tools Management 98

Beyond Philosophy

DECEMBER 15, 2022

Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. Frame it Properly. So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story.

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Social Media Video Entertainment Meeting 78

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

kommunicate

DECEMBER 15, 2022

Last Updated on December 16, 2022 Chatbots are software tools created to interact with humans through chat. The first chatbots could create simple conversations based on a complex system of rules. You can build intelligent chatbots for WhatsApp using the Python Framework Flask and the Kompose Bot builder. This post will teach us how to [.]. The post How to Create a WhatsApp Chatbot using Flask Python Framework appeared first on Kommunicate Blog.

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Chatbots How To Software System 94

Middlesex Consulting

DECEMBER 13, 2022

Your customers buy products like the ones you manufacture because they have a limited number of outcomes they must achieve. Furthermore, you and most of your competitors’ products can deliver these outcomes at approximately the same cost. The big question then is, “why do they choose one of the products over all others?” To find […]. The post Your Post-sale (Aftermarket) Service Has Become an OEM’s Greatest Differentiator appeared first on Middlesex Consulting.

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Sales Consulting Brands Customers 78

Heart of the Customer

DECEMBER 12, 2022

As Heart of the Customer (HoC) grows, we need a new CX Strategist to lead relationships with our clients. This role serves as the face of HoC with our clients, working with executives to define their most significant business problems and identify ways for HoC to solve them. This is a senior-level consulting role, engaging […]. The post HoC is Hiring!

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Consulting Engagement Customers Strategy 78