Sat.Aug 06, 2022 - Fri.Aug 12, 2022

The simplest, undeniable truth about CX success

MyCustomer Experience

TI am going to make this a short article. Because any truth that is too long and complex is suspiciously hiding something. A recent Wall. 8th Aug 2022. By Lior Arussy Co-founder, Imprint CX

Customer Lifetime Value: Proven Ways to Increase CLV

Helpware

Customers are the lifeblood of every business. For a business to survive, it needs customers. However, few businesses understand that it is much better to focus on customer retention rather than customer acquisition.

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Top Customer Survey Questions for Valuable Feedback

InMoment XI

How do you respond when someone asks, “Are you doing okay today?” What if someone asked, “How do you feel today?” Most likely, you would answer these two questions slightly differently.

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4 Ways to Provide Personalized Customer Service

Kayako

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

CX Tech Top-ups: Save time, organize, and analyze!

IntouchInsight

This month at Intouch Insight we have launched several new features to the Intouch Platform and IntouchCheck™ that will help you to organize and analyze your data as quickly as possible. Product Updates

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CX 101: Sampling Methods

InMoment XI

When you want to get information from customers, it might seem nice to be able to ask every single customer. To make that happen, you would need every customer to agree to be surveyed, and it would take an extreme amount of time, effort, and money to then ask every customer your survey questions.

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How to get the most out of your Professional Services investment

Alida

You’re chomping at the bit. You’re a CX manager who just signed a huge contract with a CX software vendor. The deal includes Professional Services and you’re not quite sure what to expect.

Taking Computer Vision Out of The Lab: Interview with TechSee’s Product & R&D Leads

TechSee

Over the last few years, service leaders have embraced computer vision AI and conversational AI to scale, automate and improve service operations. Last week, we launched the Visual Intelligence Studio , a self-service, no-code computer vision AI training solution.

What is a Chatbot and How Do Customer Service Teams Use Them?

Comm100

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Awesome You’re Not. You’re a Gigantic Failure as a Manager

Steve DiGioia

That’s a pretty harsh statement, I know. But hear me out… Chris can’t seem to get along with Susan. Kevin always comes in late. Derrick, well, he’s just a poor performer. And, Donna, seems to make everything about race, harassment, or favoritism.

Embrace change and make your organizational transformation a success

Alida

We’ve been taught that change can be a scary thing, especially when it concerns your organization. There’s no need to be afraid anymore. This is why. Thought Leadership

How to Build Client Relationships Digitally: 14 Pro Tips

Totango

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses.

Tips 91

The Best Ted Lasso Clip / The Power of Insatiable Curiosity / How to Have a Good Conversation on Divisive Topics

The DiJulius Group

The Journey to Insatiable Curiosity About Controversial Issues When I was younger, I only wanted to spend time socially with people having the same common interests as I had, customer service and baseball. Not very broad. I wasn’t trying to avoid difficult topics, per se.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The World Is Going Crazy

Beyond Philosophy

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment.

A Tale of Two Customer Feedback Responses

Daniel Group

A Tale of Two Customer Feedback Responses. How do you feel about a company after they respond to you about your feedback? Heard? Appreciated? You might even feel more loyal to that company. But what about when the company ignores your feedback? It doesn’t feel so good.

B2B Customer Segmentation: Six Best Practices

Totango

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business.

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What The Massive US CHIPS Act Means To You

Forrester Digital Transformation

President Biden just signed CHIPS for America Act into law, as part of a larger $280B CHIPS and Science Act appropriation. This “CHIPS Act” allocates $54.2 billion in funding to support US domestic technology innovation, primarily aimed at the semiconductor industry.

How to Effectively Create a Frictionless Customer Experience in E-Commerce

Speaker: Ashlee Aldridge, Founder, Managing Partner and CEO - Reach Partners LLC | Bill Mirabito, Interim VP and Consultant, Chameleon Collective | Mike Leibovitz, General Manager of Digital Solutions - Pivotree

Join this exclusive conversation with our expert panelists and learn how addressing customer friction and smoothing out your digital customer experience will help you thrive as an e-commerce retailer - even when faced with adverse market challenges.

Blend Surveys and Interviews for the Best of Both Worlds

dscout People Nerds

Go beyond mixed methods and blend methods. We show you how to make the most of surveys and interviews, combined

097: From Homeless to Bad Ass Boss B h

The DiJulius Group

Robin Robins is the IT industry’s most in-demand marketing consultant, sales trainer, and direct response marketing consultant. As the CEO & President of Technology Marketing Toolkit, she specializes in developing strategic marketing, sales, and lead generation systems.

We’re Recognized on The Best Small Workplaces™ 2022 list!

Blueshift

We are so thrilled to be recognized in the Best Small Workplaces™ 2022 accolade that’s published today as part of Fortune magazine and the Great Place to Work® list. The post We’re Recognized on The Best Small Workplaces™ 2022 list! appeared first on Blueshift. Awards Newsworthy

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Announcing the CRM waves – and how to use them

Forrester Digital Transformation

The global customer relationship management market is projected to grow from $63.91 billion in 2022 to $145.79 billion by 2029, at a CAGR of 12.5%.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

4 Lead Generation Techniques to Boost Your Social Media Marketing Initiatives

Joe Rawlinson

According to a survey, 68% of marketers say social media helped them generate more leads. The figure highlights how effective generating leads from social media can be with the right strategies.

Taking Your CX Program from Reactive Realities to Proactive Paths

Experience Investigators

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness.

Reasons Your Boss Will Be Happy You Attended eGain Solve 22

eGain Blogs

We have put together our North America event after a gap of two years. And we are glad to say that eGain Solve 22 Conference is an industry event unlike any other.

8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs

MiaRec

Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company? Speech Analytics

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.