Sat.Feb 25, 2023 - Fri.Mar 03, 2023

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Is CX the Loneliest Profession?

Heart of the Customer

My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past.

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Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation

Adrian Swinscoe

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The […] The post Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation first appeared on Adrian Swinscoe

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How to help contact center agents avoid burnout

Inside Customer Service

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center?

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How to Deal with a Workplace Saboteur

The Belding Group

Workplace saboteurs aren’t common, but they are a huge source of frustration when you encounter one. Christine, from Melbourne, Australia, described a classic example: Shaun Belding | www.shaunbelding.com Winning with Coworkers

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December CMI Placeholder

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CallMiner Product Innovation Series: March 2023

Callminer

Bruce McMahon, CallMiner's VP of Product, shares updates from the 2023.03 release that continue to drive value for customers, including two new measures – agitation and message total by speaker

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[Experience Action Podcast] Becoming Customer-Centric [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators

The post [Experience Action Podcast] Becoming Customer-Centric [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators. Align Organizational Vision & Goals Connect with Customers Create a Customer-Centric Culture Take Action

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The Saboteur Coworker

The Belding Group

How to Deal With Workplace Saboteurs Workplace saboteurs aren’t common, but they are a huge source of frustration when you encounter one. Christine, from Melbourne, Australia, described a classic example: “I worked for almost four months to get the project organized.

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CX4Now: What Influencers Say About Self-Service in the Contact Center

Fonolo

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers.

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Why are We Still Talking About CX in Financial Services?

Lumoa

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services?

CX 83
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Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

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5 Lessons Learned While Attempting to Boost Contact Center Productivity

Customer Service Life

Image by Gerd Altmann from Pixabay This article was originally published on CustomerThink and is being republished with the permission of the editor.

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What’s New in B2B Marketing for 2023

Customer Think

Here’s a round-up of new ideas and trends I’m seeing in B2B marketing, to help us plan for 2023. Marketing spend trends for 2023. The Winterberry Group has recently released its annual projections on marketing spend, and I am happy to say that t. Blog Digital Marketing

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Industry Report: State of the Contact Center 2023

Fonolo

No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders!

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Optimizing your customer feedback strategy in 2023

Lumoa

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder.

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Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.

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Why the supplier experience is crucial for creating fantastic CX

Steven Van Belleghem

It’s about quality It may sound underwhelmingly obvious but if you squeeze the budgets of your supplier to a minimum, they will need to find ways to save money on their own production, materials, content, supply chain or transportation etc.

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Role of IoT in Ecommerce in 2023

Customer Think

E-commerce has become the preferred mode of shopping. The Covid-19 pandemic pushed people to use e-commerce websites and applications to buy online. The ease of purchasing, paying, and returning goods has set the trend for online purchases.

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CX Design: How It Creates Experience Improvement

MyCustomer Experience

CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience. 28th Feb 2023 By Simon Fraser

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Unlock the 5 Secrets of CX Gen Z Wants from Brands

CSAT.AI

Gen Z is the youngest adult generation, but they are also a growing and desirable consumer demographic. They are digital natives with an insatiable appetite for new technology, making them a key target for brands looking to stay ahead of the curve.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Our Latest Case Study: Wounded Warrior Project

ModSquad

How the right team can make all the difference. Sometimes, moderation is just moderation. Sometimes it’s more. Our work with the Wounded Warrior Project was not just moderation.

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Conversion Rate Optimization – It’s a Journey, Not A Destination

Customer Think

Imagine driving down the road and seeing a sign that reads “Road Closed.” This is the only way you know to reach your destination. Making matters worse, there are no detour signs or arrows to help you find an alternate route. You’re probably going to be frustrated to say the least.

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Curious about the ingredients in my workshops?

Myra Golden Media

Curious about the ingredients in my workshops? A pinch of engagement , a dash of customization, and a whole lot of psychological tactics that build confidence for delivering bad news, controlling conversations, and de-escalating. Voila! You have the recipe for the perfect customer service workshop!

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The Battle For Customer Attention: How To Come Out On Top

Beyond Philosophy

Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first.

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Shaping the Future: Product Strategy in the Age of Uncertainty

Speaker: William Haas Evans - Principal Consultant, Product Strategy Practice Lead, Kuroshio Consulting

In this webinar, we'll explore product strategy obstacles and present practices to overcome them while driving clarity and alignment across your executive team.

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ChatGPT or Bing: Which AI Tool is Best for Customer Success

SixteenVentures

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success.

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3 Steps for Banking Providers to Drive More ROI From AI Investments

Customer Think

The use of AI continues to proliferate among retail banks to meet demands for personalized customer experiences and enhanced fraud protection, as well as to seize internal efficiencies through automation. However, AI adoption doesn’t always deliver the expected ROI.

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Higher Ed Beware: 10 Dangers of ChatGPT Schools Need to Know

Comm100

New AI tools like OpenAI’s ChatGPT and Microsoft’s Bing chatbot have taken over the popular imagination. These tools use AI language models to generate responses to user queries that can sound eerily human.

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The Battle for Customer Attention: How to Come Out on Top

Beyond Philosophy

Joe Pine’s The Experience Economy changed my life. Pine’s take on what the future of experience would be back in the 90s put me on the path I am on today. We recently had Pine as a guest on the podcast and he blew my mind again.

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!