Trending Articles

Conversational AI in Banking – Practical Use-Cases for Achieving ROI


WEBINAR. Conversational AI in Banking – Practical Use-Cases for Achieving ROI. Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore.

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Is scoreless quality assurance right for your contact center?

Inside Customer Service

"Nope." The contact center agent shook his head as he scanned the quality assurance form. We had just sat down to review a call, and it wasn't going well. Nope," he said again. The call had been fairly good overall, but that's not what he focused on. The agent was fixated on the score.


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Focus on Moments of Truth

Heart of the Customer

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve.

Stop Sending Me Surveys Unless You Care What I Have to Say!

Shep Hyken

I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback.

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

EU-US data transfers after Schrems II


Here at Zendesk, we believe that trust is at the core of all our interactions with our customers. We recognize the importance of customer trust and of customers’ privacy and the security of their data.

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What's the People Version of "Don't Judge a Book by its Cover" and "You Pay More for Higher Quality"?

Conversation Agent

Elizabeth Books is a bookshop in Western Australia. The self-proclaimed home of the blind date with a book. Blind tasting for books is the opposite of using differentiation in look to stand out.


What Makes Python the Excellent Choice For Startups?

Customer Think

Python, an open-source programming language, was released in 1991 by Guido van Rossum. Over the years, Python has grown to become one of the most popular programming languages used in both academic & commercial environments.

Work From Home: How to Collaborate Effectively With Your Remote Teams


You likely won’t be shocked to hear that a lot of us are working remotely right now. In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. While Covid-19 has obviously been a big driver, this isn’t a short-term trend.

How to write the best sales resume: Tips and examples for 2022


Salespeople must be able to emphasize the value of a wide variety of products and services. But before they can even get to that point, they need to make their biggest sale ever: themselves. When you’re applying for a sales job, you’re essentially selling your value to a hiring manager.

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The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Go Beyond Call Center Coaching with Real-Time Agent Assist


E-BOOK. Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Get Your Copy Now. Agent Engagement Matters.

3 Trends in CX, High-Impact Customers and PeopleMetrics Update


As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. I started PeopleMetrics with this goal and I continue to be incredibly excited by it.

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What's the Value of Cultural Range?

Conversation Agent

Some cultures are (up)tight, and some are l o o s e. Ten years ago, in a quest to explain human behavior's variance, psychologist Michele Gelfand studied 33 nations.


Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead


SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead.

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Top 5 AI Chatbot Best Practices, for the Ultimate Customer Experience

Customer Think

Designed to enhance the overall customer experience, AI-powered chatbots are widely used across industries, including financial services and insurance, telecommunication, Ecommerce and healthcare. Chatbots today are experiencing tremendous growth, and this is only expected to continue.

Protected: Telecommunications CX: 5 Predictions for 2022


This content is password protected. To view it please enter your password below: Password: The post Protected: Telecommunications CX: 5 Predictions for 2022 appeared first on Uniphore. Blogs

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Your All-in-One Guide to Call Center Workforce Optimization


From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center.

SaaS Customer Success: Key Roles, Strategies, and Tools

Help Scout

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Lead funnel definition, stages, and strategy


All companies are aiming for more revenue and customers in 2022. With millions of companies still struggling to bounce back from the financial hits of the past two years, locating and acquiring new (and loyal) customers is a must. But where will these customers come from?

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Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Customer Think

By now, you have probably heard of the metaverse. If you haven’t, describes the metaverse as a digital universe that users access through virtual reality (VR). This metaverse concept is poised to change everything, from how we.

Protected: BPO CX: 5 Predictions for 2022


This content is password protected. To view it please enter your password below: Password: The post Protected: BPO CX: 5 Predictions for 2022 appeared first on Uniphore. Blogs

CX 100

How do You Get to "Good Enough"?

Conversation Agent

It took Clare Trapasso nine months of scouring the market in three states, touring dozens of homes, losing multiple bidding wars, and rescinding another offer on a fixer-upper that would need more work than they could afford to put in, before she and her partner finally closed on a cute, renovated Cape Cod outside of New York City last year.


Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

4 Elements For Delivering A Better Customer Experience


In today’s world, businesses who deliver the best experience to customers will outperform the broader market and generate more revenue.

Inbound sales: Meaning, steps, and proven tips to succeed


The simplest sales are made when the customer already knows what they want. Inbound sales are a unique way of selling to customers because the leads seek you out rather than getting roped into the funnel through cold calls or emails.

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Four Ways The Metaverse Is Going To Change The Way We Think About CX

Customer Think

Another year, and another exciting week for technology enthusiasts, such as myself, when CES unfolds in the beginning of January. Despite a string of top brands opting to not have a physical presence, CES packed several promising examples of how technology can improve human life.

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Guest Post: How Does Software Enhance the CRM of Your Business?

Shep Hyken

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business.

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How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year

Beyond Philosophy

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences.

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Five technology trends that will shape customer service in 2022


Tech analysts have announced their top technology trends to watch in 2022. So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene.

Turning One Time Purchasers Into Lifelong Customers

Doing CX Right

Joey Coleman, keynote speaker, author, and workshop leader shares proven ways to retain customers beyond First 100 Days®. The post Turning One Time Purchasers Into Lifelong Customers appeared first on Doing CX Right. DoingCXRight®? Podcast Customer Experience CX Joey Coleman

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