2021

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Understanding the customer journey from start to finish

NICE inContact

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change. Customer Experience

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How to Make a Great Customer-Centric Web Design

C3Centricity

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns.

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Customer satisfaction is the key to success and the contact center plays a vital role

NICE inContact

In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses.

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Here’s why the experts think empathy is the key to customer experience

Comm100

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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Social customer service is key: Don’t leave your customers high and dry

NICE inContact

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less? Customer Experience

Retail 264

More Trending

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4 Ways Small Businesses Use Free Chatbots to Drive Sales

Comm100

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of.

Sales 251
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How to prove the ROI of digital customer feedback

GetFeedback

Three ways to prove the return on investment of your ecommerce feedback program. Articles

ROI 435
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Four Things to Consider When Leveraging a Customer Feedback Management Platform

InMoment XI

I may be dating myself here, but does anyone else remember sitting in a conference room surrounded by sets of data tables and analyses so you could then manually pull numbers, read through all the comments, and manually populate reports?

Feedback 493
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Stepping up your organization’s CX Maturity: 4 takeaways from our CX leader roundtable

GetFeedback

Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization. Articles

397
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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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7 Moments, 7 Customer Feedback Questions for Better CX

Experience Investigators by 360Connext

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback.

Feedback 380
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What Can the Mandalorian Teach You About Your Customer Service?

Steve DiGioia

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service.

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FREE eBook: The 2021 CX Outlook

Kerry Bodine

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain.

eBook 317
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Start with Hiring People Who Show Humanity at Work

Customer Bliss

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Uniphore Collaborates with Cisco to Enable Better Customer Experiences

Uniphore

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

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How Texting Keeps Your Contact Center Agile in 2021

NICE inContact

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. Contact Center Trends & Insights AI

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Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception.

Ecommerce 266
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How to Do Really Great Video Research

Alida

Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic.

Video 246
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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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Storytelling for innovation

Storyminers

If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line.

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How to Humanize Customer Experience & Drive Meaningful Customer Relationships

InMoment XI

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers.

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Master Net Promoter Score (NPS) in one month

GetFeedback

Become an NPS expert with our comprehensive 4-week email course. Tools

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3 Activities for Quick Wins in Customer Experience (& 3 More to Avoid)

Experience Investigators by 360Connext

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts.

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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.

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What Does an Allergy Have To Do With Customer Service?

Steve DiGioia

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience.

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Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?

Kerry Bodine

I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?)

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3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.

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Destiny and the Revolution: How the future of Uniphore is the future of customer experience

Uniphore

By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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Behind the scenes: Onboarding and training our customers from kickoff to implementation

NICE inContact

The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with.

Training 273
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The Evolution of Customer Experience in the Travel Industry

BlueOcean

Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service?

Travel 218
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Data Without Context Is Just Noise: Uncover the Why Behind The What

Alida

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers.

Data 246