Adrian Swinscoe

JANUARY 17, 2022

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]. The post An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta first appeared on Adrian Swinscoe.

Contact Center 190

Contact Center AI 190

Customer Think

JANUARY 17, 2022

As technology advances, so does everything else. No business is immune to this, and that includes the customer service industry. Customer service roles are under much pressure these days to find new ways of dealing with complaints efficiently while still providing high-quality support. It’s also important for companies to monitor the stories being said about […].

Artificial Intelligence 145

Artificial Intelligence Customer Service Technology Technology 145

The DiJulius Group

JANUARY 17, 2022

It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1. CX Strong The companies that will dominate the next decade will be the ones obsessed with evolving the experience they provide to both. Read Full Article. The post 4 Potential CX Themes for 2022 Your Best Year Ever appeared first on The DiJulius Group.

CX 105

CX Customer Experience 105

Customer Think

JANUARY 17, 2022

Are you looking to expand your audience base? Are you wanting to turn first time customers into repeat consumers? Expanding and keeping your audience is a goal of all scale-ups and SMEs. A customer who makes repeat purchases creates sustainability for your company and having a loyal audience costs much less than only attracting one-time […].

Customer Loyalty 133

Customer Loyalty 133

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C3Centricity

JANUARY 17, 2022

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.

Innovation 91

Innovation Sales Customer Satisfaction CRM 91

Customer Think

JANUARY 17, 2022

We are in a new digital experience frontier. In the past two years, digital customer engagement went from being a fun perk to a business critical must-have. As consumers we enjoy the benefits of early access to the sales on our favorite goods, playlists that anticipate our music interests, celebrations when we reach our 100th […].

Sales 126

Sales 126

Customer Think

JANUARY 17, 2022

(Our January Research Round-Up features the annual content marketing survey by CMI and MarketingProfs, a survey by Edelman and LinkedIn examining the impact of B2B thought leadership, and a customer experience update by The Harris Poll and Redpoint Global.) 12th Annual B2B Content Marketing Benchmarks, Budgets, and Trends: Insights for 2022 by Content Marketing Institute […].

Customer Experience 126

Customer Experience B2B 126

DMG Consulting

JANUARY 17, 2022

The Contact Center Agent Hiring Gap. Before the pandemic, contact center leaders often found it challenging to hire people with the skills to become outstanding agents. There were enough candidates, as this is seemingly a suitable position for recent college graduates and people returning to the workforce. Unfortunately, however, not enough of these people have the background, experience, or nature to position them to be model contact center agents.

Contact Center 67

Contact Center Artificial Intelligence AI Touchpoint 67

Customer Think

JANUARY 17, 2022

It’s time for a rant. After decades of writing books and articles explaining why we close such a small percentage of prospects and how, exactly, to facilitate the Buy Side to close much more, I’m going to say what I really think. I’ll begin with my surprise: why do sales and marketing largely ignore the […].

Sales 122

Sales 122

Shep Hyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Customer Service Skills Every Business Needs by Renee Johnson. (The Tech Report) Much of the customer mindset will remain a mystery.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

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

Customer Think

JANUARY 17, 2022

There is a lot of expectations from leaders, specially when we are in an environment that is ambiguous. Matt Church in his “Speakership” programs talks about the role of leaders and he says that there has ever been only three things that leaders ha.

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Doing CX Right

JANUARY 17, 2022

Customer satisfaction is directly linked to employee engagement. Learn & apply best practices to achieve loyalty and retention goals. The post 6 Ideas To Increase Employee Engagement appeared first on Doing CX Right.

Customer Satisfaction 59

Customer Satisfaction CX Contact Center Customer Service 59

Customer Think

JANUARY 17, 2022

As a business owner, if your focus is not employee recognition, it’s important that you start working on it. According to studies, 82% of employees rank employee recognition very highly. Recognition can be very positive in improving productivity. It has also been proven that employee recognition is a highly effective method of increasing engagement.

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Zonka Feedback

JANUARY 17, 2022

96% of consumers across the globe say that customer service is an important factor when it comes to being loyal to a brand. It's no revelation that customer service has taken the center stage in most industries. But how do you make sure that the customer service in your business stands up to your customers' expectations? The answer is Customer Service Feedback.

Customer Service 52

Customer Service Customer Expectations 52

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

Customer Think

JANUARY 17, 2022

Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. Employee disconnection and discontinuity also have both an indirect and a direct impact on customer behavior. […].

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105

Lightico

JANUARY 17, 2022

Do you need to create a form that is based on certain criteria? If so, then conditional logic is the answer. With conditional logic, you can create online forms that are easy to use and understand. There are a few different ways that you can create conditional logic. In this guide, we will show you how to use the IF and THEN functions in Excel. We will also provide tips for using conditional logic in your forms!

Legal 52

Legal Finance Healthcare 52

Customer Think

JANUARY 17, 2022

Developing modern applications can be highly complex due to several disparate services that communicate with each other. Developers need to be deliberate about how they include business logic in their code. This can become time-consuming, and developers are forced to tack on security as an afterthought. Inevitably, this lax approach to security gives attackers a […].

Technology 98

Technology Technology 98

Lightico

JANUARY 17, 2022

Utility companies are investing heavily in catching up with other industries when it comes to digitizing customer journeys. But the cumbersome sign-up processes, address change processes, and forms continue to be an issue, and are no longer sustainable in today’s business environment. Meanwhile, research has found that investing in a digital transformation can help utilities reduce costs, preserve revenues, maximize customer satisfaction, and boost employee engagement.

Net Promoter Score 52

Net Promoter Score Data Entry NPS Compliance 52

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

Customer Think

JANUARY 17, 2022

Recently, I’ve had some “interesting” conversations with the CMOs about their email marketing strategies and the marketing messages they are inflicting on me. I. There are different laws, regulations and recommended practices on email marketing, both how one gets placed onto and email marketing list and how one “unsubscribes.” The CAN-SPAM act is one of the [.].

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SugarCRM

JANUARY 17, 2022

Emotional intelligence is crucial to customer communication and key to delivering exceptional customer experiences (CX). Today, leveraging automation in the sales, marketing, and customer service arena while balancing the need for empathy is critical. While empathy is seen as a uniquely human trait, developments in artificial intelligence (AI) to help brands recognize and respond in an empathetic manner are on the rise and come at a critical time.

AI 49

AI Sentiment Analysis Artificial Intelligence Customer Satisfaction 49

Customer Think

JANUARY 17, 2022

[unable to retrieve full-text content]4 Buyer Challenges Can Be Endemic For A Decade For the past two years, we have been living in a state of an enduring COVID-19 pandemic. New variants have disrupted countries, economies, markets, and industries. S.

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VOZIQ

JANUARY 17, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. The January edition of our Customer Intelligence Roundup entails a retrospective as well as a forward-looking view of AI’s impact on customer experience delivery and driving loyalty.

B2C 40

B2C Customer Retention AI CX 40

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

MyCustomer Experience

JANUARY 17, 2022

FWe live in an increasingly digitised world with new developments around every corner. The pandemic has highlighted those reluctant to. 17th Jan 2022. By Jiaqi Pan CEO and Co-Founder.

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VOZIQ

JANUARY 17, 2022

Reading provides so much more than just knowledge. Books inspire our minds, offer more and novel perspectives, and help us identify new opportunities with a shift in attitude. At VOZIQ, we are always on the lookout for thoughts and insights from masterminds on the customer experience delivery and retention best practices. In this spirit, we share with you our blog featuring the top recommendations on customer retention.

Customer Retention 67

Customer Retention Non-Profits Retail Customer Loyalty 67