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Welcome to the CX community: A 5-step guide for new members

Zendesk

You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books. Make sure you tag me so I can say “Hi” right back. So make a mental note to come back in 2023 and check out the next one. Start reading these blogs. Bookmark away.

CX 98
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7 More Technologies To Jumpstart Your Customer Service

Customer Service Life

This article was originally published on the FCR blog on May 3, 2017. At FCR we have an Emerging Technologies (ET) team that exists to learn about the various tools and technologies that can help companies deliver a better customer experience and help contact center leaders manage their teams better.

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3 major non-obvious CX trends that surfaced in 2020

Steven Van Belleghem

At the end of 2019, I wrote in my “State of the Year” blog that “The West is becoming the copycat”. I call this China-inspired trend C-commerce. Facebook, then, has been turning back to its roots, targeting university students with a separate community and newsfeeds.

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Intercom on Product: One for the roadmap

Intercom, Inc.

Curiously, when I look back at some of the photographs of the whiteboard, we used to write down what we were doing every day on a whiteboard. So it would be like, “Hey, we’re going to add tagging this week. I was having a great time there, back in 2011. Intercom’s early roadmap. Paul: No comments.

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Intercom on Product: One for the roadmap

Intercom, Inc.

Curiously, when I look back at some of the photographs of the whiteboard, we used to write down what we were doing every day on a whiteboard. So it would be like, “Hey, we’re going to add tagging this week. I was having a great time there, back in 2011. Intercom’s early roadmap. Paul: No comments.

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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

In this blog post, we’ll answer all these questions and more. So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. If you don’t take action quickly, the number can get even higher, and you’ll be back at square one, trying to win over new customers. Well, not so fast.

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5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

The text of this article originally appeared on the ICMI blog on December 5, 2018. If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. Hint: Focus on Agent Performance.