Sat.Jan 14, 2023 - Fri.Jan 20, 2023

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The Ultimate Guide: How to Build a Customer Experience Department


Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

How To 208
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CX Lessons From Moneyball

Heart of the Customer

I love the book Moneyball. I’m not particularly a baseball fan, but I love the lessons on how a counterintuitive approach can create disproportionate outcomes. I recently listened to the Freakonomics podcast “Did Michael Lewis Just Get Lucky with Moneyball?”


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10 Ways to Upskill Your Customer Service Team

Zonka Feedback

Customer service teams play an important role in any business. They are the frontline personnel that customers rely on to get information, resolve issues, and provide assistance. Customer Experience

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How to Choose the Right Type of Customer Service for Your Business


Chat support, phone support, email support, self-service … choosing the right types of customer service and the right communication methods for your business can seem like a daunting task. BPO Call Center

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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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How Do I Know When a Customer Has Decided to Buy?

Beyond Philosophy

I love technology, but I can still be old-fashioned when working with clients. Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid.

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Customer journey orchestration made easy – Interview with Mark Smith of CSG

Adrian Swinscoe

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […]. The post Customer journey orchestration made easy – Interview with Mark Smith of CSG first appeared on Adrian Swinscoe

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Five things Customer Success professionals want in their next position


This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide.

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Oh, The Things You Can Learn from Your Customers’ First Order


Given that retention is the key to growth (and if you’re not convinced, read this ), successful brands should always be eager to learn more about their existing customers. Thinking of ways to improve their shopping experience should be an ongoing top priority.

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Follow these trends to become a 2023 customer experience innovator


In uncertain economic times, making the right choices for your business becomes that much more important. Even a slight misstep can have a drastic impact on a company's ability to compete in the market.

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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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XI Café Podcast, Episode 3: A Deep Dive Into The Maturity of Voice of Customer Programs in New Zealand

InMoment XI

Welcome back to the XI Café Podcast!

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Top 2022 Posts on Adopting a Customer First Strategy


If you’re a regular visitor here, then you know very well the importance of adopting a customer first strategy. Over the years, […] The post Top 2022 Posts on Adopting a Customer First Strategy first appeared on c3centricity.

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What Is SaaS Content?


For Software as a Service (SaaS) companies, marketing is truly a make-or-break effort. With more than 17,000 SaaS companies in the United States alone, as reported by Statista , there’s a ton of competition—no matter what industry you operate in.

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A Guide to Measuring Product-Market Fit with PMF Surveys


Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters.

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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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Knowledge Capacity Building Requires Skills Development

Forrester Digital Transformation

Organizations often view knowledge management as a means to bridge a skills development gap. For example, your level-1 service desk agents may not have strong technical troubleshooting capabilities.

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Documenting Your Contact Centre Project to Maximise Success


Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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How To Find Business Opportunities in Recession


In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? When we hear recession talk, we’re likely to go all doom and gloom.

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Dig Deeper on 1-1 Interviews with Insightful Follow-Up Questions

dscout People Nerds

It’s easy to miss out on golden opportunities during generative research without pushing further

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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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What Is B2B Content Marketing?


The fundamental concept of business-to-business (B2B) content marketing is fairly simple. Its main objectives are to make other businesses aware of your product or services, illustrate the value you bring, and convert those businesses into loyal customers

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The Roadmap for Racial Healing in the Workplace with Esther A. Armah

Russel Lolacher

In this episode of Relationships at Work, Russel chats with journalist, author and CEO of the Armah Institute of Emotional Justice Esther A. Armah on racial healing and the emotional justice road map for the workplace.

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Journey to Success: Lessons From Jennifer Coolidge’s Golden Globe Acceptance Speech

Doing CX Right

Rising to the top is not easy, yet achievable, as Jennifer Coolidge's "White Lotus" actress reveals. Apply my five tips on your journey to success, as everything is possible with the right mindset and supporters.

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Top CX Trends of 2023

Upstream Works

As we enter the new year, the climate for consumers will be different than the past few years. The robust economy of recent times has given way to inflation and interest rate spikes that haven’t been seen in years, if not decades.

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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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For Industrial OEMs, 2023 Is the “Year of Equipment Life Extension”

Middlesex Consulting

It is January 2023, and we are in an inflationary period. There is much talk about entering a recession. And businesses are conserving cash, reducing inventory, and trying to find new ways of generating profitable business.

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Sales Goals That Will Actually Achieve This Year’s Sales Objectives

Integrity Solutions

Sales goals are always on our minds when a new year kicks off or when a salesperson starts a new position, but it’s not uncommon to see that attention and energy fizzle out as the weeks and months go by. What does it take to sustain that momentum and turn those aspirations into results?

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MiaRec Now Offers AI-Driven Auto Redaction


In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before.

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How Outsourcing Helps Companies Scale


Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte , 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to tools and processes.

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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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Mr Pothole talks potholes, costs, complaining and claims

Helen Dewdney

Mr Pothole talks pot holes on The Complaining Cow Consumer Show. Mark Morrell is better known as Mr Pothole. He is the nation’s most well known anti-pothole campaigner.

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Evolution of Bots in 2022 And Future Trends


Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard.

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How to achieve great employee engagement

Maru Group

By Glyn Luckett Maru/Matchbox | January 2023. Companies recognize that delivering a great Employee Experience (EX) that considers and puts its employees first is the key to unlocking better business outcomes.