Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences.

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Social Media Contact Center Customer Experience AI 218

Inside Customer Service

JULY 1, 2021

I recently worked with two clients in the same industry. There were a lot of similarities between the organizations. The business models were similar, they were roughly the same size, and their products were essentially the same. Both even professed to be fans of the principles outlined in The Service Culture Handbook. Yet one company was growing while the other struggled.

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Customer Think

JULY 1, 2021

The sales profession is in transition. It is quickly shifting from an offline, seller-driven, push-based model toward a digital-first, data-driven and buyer-focused response. There are four unmistakable buyer-led trends that will define the future of s.

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Sales 140

Aquire

JULY 1, 2021

Conversational AI today is probably the closest technology has come to mimicking human interactions. That’s one of the reasons this tech has grown in popularity — and for customer experience in particular. In a world where businesses try to engage their customers on a personal level across digital touchpoints, virtual assistants and AI tools make effective (and cost-efficient) allies.

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Customer Think

JULY 1, 2021

The popularity of mobile devices and the huge increase in technological capability have taken the mobile app industry to the next level. In 2017, 80% of all app revenue came from gaming apps for both the Apple iOS App Store and the Google Play Store. The mobile gaming industry accounts for $ 50 billion in […].

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Gaming Technology Technology 111

Help Scout

JULY 1, 2021

Every industry has its nuances. Perhaps there’s specific terminology to learn or a heavier focus on one type of metric over another. Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

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Healthcare Customer Service Legal Compliance 104

Execs In The Know

JULY 1, 2021

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. The event, which was co-hosted by Ebrahim Hyder, Vice President, Customer Service at Michael Kors , and Chad McDaniel, president of Execs In The Know, featured a host of industry experts representing top CX providers, including Conduent , Liveops , Sykes , Concentrix , and NICE ,

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Customer Think

JULY 1, 2021

Home service enterprises are important for communities, but even among local businesses, competition is fierce, so a robust marketing strategy is essential for growth. Image source While it’s ultimately up to you which direction you want to take your business, here are some definitive tips for marketing to help you grow and succeed in your […].

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CommBox

JULY 1, 2021

Commbox announces one of its most innovative features to date, a cutting-edge WhatsApp Bot-Squad, launched as part of insurance enterprise Clal’s rapidly-growing digital customer service. The wide variety of WhatsApp bots will automate all of the company’s self-service client interactions via the most-used messaging app in the world. With more than 60% of customers preferring to solve fundamental issues through a self-service website or app*, the newly announced WhatsApp Bot-Squad is a massive g

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Customer Think

JULY 1, 2021

For today’s website developers, quality assurance testing is an essential part of site construction. Despite our best efforts, mistakes and bugs can creep into any website. Quality assurance (or QA) helps developers to realise their vision, and delivers a site users love to visit. Our guide to QA breaks down what it looks like, its […].

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Construction Technology Technology 64

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Sprinklr

JULY 1, 2021

For many companies, customer satisfaction (CSAT) scores aren’t just a ‘how’m-I-doin’ metric; they’re an early warning system. When they’re low, it’s a sign that something in the customer experience went wrong, and the company needs to take corrective action. And yet, the most widely-used tool is CSAT surveys. While CSAT surveys can be useful, they have some clear shortcomings: Surveys occur after a customer conversation or escalation.

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Artificial Intelligence AI Social Media Customer Satisfaction 59

Customer Think

JULY 1, 2021

Q: What’s the similarity between cars and data? A: They should both be cleaned every two-three months. A recent report by Intelligent Car Leasing revealed that over a fifth of Brits never clean their cars resulting in the interiors becoming a breeding ground for bacteria (not great in the middle of a global pandemic), and […].

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Technology Technology 64

Lightico

JULY 1, 2021

So much of what goes into earning the loyalty of your banking customers comes down to one word: Trust. And no scenario tests trust between bank and customer than when a dispute arises. That’s why what at first thought appears as an edge-case scenario that banks should simply minimize is actually ever-critical to retaining customers for banking and financial institutions.

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Customer Think

JULY 1, 2021

Today’s customers want one consistent journey, but in order to provide this, the entire enterprise needs to operate in lockstep. However, many organizations still work in silos, using disconnected and outdated systems that make it impossible to connect and share data across departments. Now, with the advent of cloud and integrated business intelligence (BI) technologies, […].

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Voice of the Customer Technology Technology Contact Center 64

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

ClientSuccess

JULY 1, 2021

Customer success departments have been through the wringer in the last year or so. This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. While it has always been clear that CSMs are built a little differently than most (dealing with customers is, after all, not for everyone), this year has brought out some of the best traits in the profession across the board.

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Customer Think

JULY 1, 2021

In my last post, I spotlighted social psychologist Carol Dweck’s landmark work on growth mindset and offered a link between her research and customer experience excellence. Building on Dr. Dweck’s findings, let’s dive into the first of three posts that.

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Customer Experience Innovation 52

The DiJulius Group

JULY 1, 2021

We are living in a relationship deficit world. Technology has made it easier for us to navigate through our busy lives but has also eroded the fundamental elements of human connections. So how do we build authentic human connections? The 5 Keys to Training Your Employees in The Art of Relationship Building 1. Be authentic. Read Full Article. The post The Relationship Economy (Part 2): 5 Keys to Relationship Building appeared first on The DiJulius Group.

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Technology Technology Customer Experience 52

MyCustomer Experience

JULY 1, 2021

HConfusion reigns with the world’s leading organisations as to what to do with hybrid working: Standard Chartered say YES Goldman Sachs and. 1st Jul 2021. By Natalie Calvert.

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Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

CX Network

JULY 1, 2021

Sidney Madison Prescott, Global Head of Intelligent Automation at Spotify shares the story of her career so far, as well as insights from her new book.

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Customer Experience 52

The Customer Service Blog

JULY 1, 2021

Back in 1988 and 1989, I spent six months living and working in the USA. I spent part of this time travelling around the country, and I managed to visit around half of the states in the entire USA. One of the places I visited was Memphis in the state of Tennessee. While there I visited Graceland (the home of Elvis Presley) and also the Lorraine Motel in a very run-down part of the city.

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Education 52

CX Network

JULY 1, 2021

A dive into the topic of consistency in customer engagement strategies and how this factor builds loyalty and trust with customers.

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Qualtrics

JULY 1, 2021

Asana’s market position in a newly created category requires a greater focus on brand experience. As Market Research Program Lead, Debra Bunyan has spearheaded efforts to gain insights from external and customer audiences to drive action and better business outcomes. With consumers’ buying choices more diverse than ever, brands need to evolve past traditional marketing tactics to create an effective brand experience (BX) management strategy.

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Scorecard CX Start-ups Education 26

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX

Help Scout

JULY 1, 2021

Welcome to Help Scout’s release notes! This month — along with product updates — we’ve got an exciting new email series straight from our CEO, as well as an opportunity to talk with our research team. Let’s get to it. Image support in proactive messages. . Spruce up your proactive messages with images. Educate, inform, or delight your customers with images that support your post, including GIFs!

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Education CRM Innovation 40