Sat.Feb 11, 2023 - Fri.Feb 17, 2023

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A story about inclusive customer experience

Adrian Swinscoe

Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe.

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Manual QA in a conversation intelligence program

Callminer

In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey.

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Three ways to build better rapport with customers

Inside Customer Service

You've seen the half-hearted attempts at rapport. Employees say "welcome" with the enthusiasm of gray paint. They use your name like they're working through a checklist. (They are.) It feels so transactional. Rapport is essential to customer service. But here's the kicker—it has to be authentic. Asking a customer, "How's your day going so far?" with the sincerity of a robot can hurt the rapport you're trying to build.

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Our Top 6 Picks for Call Center Automation Software

Fonolo

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlstro?m of The Agile Brand

Adrian Swinscoe

Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also […] The post Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of The Agile Brand first appeared on Adrian Swinscoe.

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Everything you need to know about brand experience

Callminer

How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driving a positive brand experience.

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Call Center Automation: Best Processes to Automate

Fonolo

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Sounds great, right? But in a world of possibilities, you may wonder which processes are best to automate. Or where you should even start. Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

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How to Create a Voice of Customer Template for Your Business

Lumoa

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.

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Retail expert Joel Bines on the rise of the “me-centric” economy

Intercom

Throughout its history, retail has been punctuated by a great deal of technological advancements, and many have been quick to call each a revolution. But what’s revolutionary isn’t the underlying tech or the medium – it’s the power shift. Before, merchants chose the products and decided where to sell them and how much to charge. Consumers never really had much power.

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Acquire the right customers or suffer in customer retention

Customer Think

Leverage customer data and learn from segments to GROW RELATIONSHIPS WITH CUSTOMERS through your DTC channel. If you’re a marketer, it’s important to focus on acquiring the right customers. Otherwise, you’ll spend all your time and energy trying to retain them – which can be costly.

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How Retailers Are Transforming Customer Experiences with Data & AI

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.

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Who Is To Blame For Greedflation?

The DiJulius Group

Business leaders and economists are always obsessing over a recession. Is it coming, has it started, and how long will it last? One of my favorite quotes around this topic is, “(Economists have) predicted nine of the past five recessions.” This basically means no expert knows what the hell they are talking about when they. Read Full Article The post Who Is To Blame For Greedflation?

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What is an Offline Survey App?

Zonka Feedback

We live in an age where we cannot live without the Internet, but ever so often, it happens that we're in an area of bad connectivity, or the WiFi doesn't work, and your page doesn't load. Imagine the same thing happening when your customer is filling out a feedback form on Customer Feedback App in your restaurant or a lead giving you their information at an event using a Lead Capture Tool.

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Why you need to train your team in the basics of customer experience communication

Steven Van Belleghem

What are your core strengths? In these times, it’s more crucial than ever to really understand what your core strengths are. And then to deliver on those. Because the truth is that most of organizations will not win the race for the best price. There’s probably always going to be someone who will be cheaper. And you just don’t want to go into this negative spiral.

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Closing the Gap to Become Frictionless: 3 Examples Using the “Learn” Action

Customer Think

While many organizations do a pretty good job figuring out which actions to take in response to customer contacts, relatively few challenge the need for those contacts nor build the robust capability to maintain and improve these actions over time.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Expert Advise on the Impact of Color Coding the NPS Scale

SurveySensum

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? Mr. Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

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The Future CX Leader

Heart of the Customer

I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions. This trip’s primary topic was hiring for a CX team. […] The post The Future CX Leader appeared first on Heart of the Customer.

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Bad Mistake! Is Too Much Choice Responsible for Destroying My Revenue?

Beyond Philosophy

Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I have had this problem many times, but most recently regarding purchasing a heater for my home. I went to Amazon to pick one and was quickly overwhelmed by my options.

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Convenience vs personalisation – why the latter wins every time

Customer Think

In the past, convenience has always been the ultimate goal for businesses. After all, making things easier for customers is a surefire way to keep them coming back for more. However, as the world of eCommerce has changed, consumer expectations have changed with it.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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A More Personal Personalized CX

MyCustomer Experience

n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.

CX 105
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108: Building a World-Class Internal Culture

The DiJulius Group

We often don’t consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers. Some of the same tools we use externally can also.

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The Power of Empathy: How it Impacts Customer Success

ClientSuccess

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.

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[Research Round-Up] The State of Artificial Intelligence in Marketing

Customer Think

(The marketing world has been captivated by ChatGPT for the past several weeks. The generative AI-powered chatbot developed by OpenAI has been widely hailed by some members of the marketing community, and widely criticized by others. While the jury is.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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A more personal personalised CX

MyCustomer Experience

n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.

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ChatGPT in Higher Ed: Maximizing Benefits and Managing Risks

Comm100

It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.

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Leading Customer Experience as a Team Sport

ClearAction

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.

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Getting CX Right: Discount Tire

Customer Think

This is part of a series of articles about brands that are getting it right. Often we see plenty of examples of brands dropping the ball and failing to live up to their promise, but here’s a chance to highlight those who seem to have gotten it fi.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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How to Speak the C-Suite’s Language To Promote CX

MyCustomer Experience

How to Speak the C-Suite’s Language When it Comes to Experience Programmes Customer experience (CX)-led strategies have never been more.

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3 Important Tips for People Working in Customer Service

cxservice360

Working in customer service is a job that a lot of people are going to have at least once in their life. This is a common job as there are a lot of companies that need a lot of professionals to deal with a lot of consumers. Working in customer service is a job quite. Read more The post <strong>3 Important Tips for People Working in Customer Service</strong> appeared first on CXService360 - Customer Service Articles, Stories and more.

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Top 5 Use Cases for Universities Using Chatbots

Comm100

As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

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SALESmanago launches ‘CUPID Score’ to redefine the way marketers measure customer engagement

Customer Think

The assessment is free and provides a breakdown of results across five key areas: Convenience, Understanding, Personalization, Intimacy and Data

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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