Sat.Feb 12, 2022 - Fri.Feb 18, 2022

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Banishing complexity – 5 ways to turn theory into practice

Adrian Swinscoe

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In my last article I discussed how to keep things simple in contact […]. The post Banishing complexity – 5 ways to turn theory into practice first appeared on Adrian Swinscoe.

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How do job applicants evaluate company culture?

Inside Customer Service

Company culture is an important consideration for job seekers. Many value it more than than money. That's from a 2019 Glassdoor report. At the time, the U.S. unemployment rate was 3.7 percent and employers were competing for good employees. In that respect, not much has changed. Today, the U.S. unemployment rate is still under four percent and culture is more important than ever.

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Trending Sources

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10 brands that have built awesome experiences in the metaverse

Steven Van Belleghem

Nike. End of January, Nike launched 5 different job-applications for metaverse-related roles. The news came a few weeks after it announced the acquisition of RTFKT, a non-fungible token studio that produces digital collectibles like digital sneakers. And prior to that, it had filed several new trademarks that indicate its intent to sell virtual Nike-branded sneakers and apparel.

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Make Your Customer Smarter: Create an Educational Experience

Shep Hyken

It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu

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From Data to Decisions: Maximizing Retail Potential with 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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5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once agai

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Customer Experience is Won and Lost in the Micro Moments

The DiJulius Group

“We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers—even if it is just for a few moments. It’s really about human connection.” —Howard Schultz, Starbucks Carpe Momento — “Seize the Moment.” There’s no better motto. Read Full Article.

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5 Top Customer Service Articles of the Week 2-14-2022

Shep Hyken

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. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

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Unlocking The Future: How To Use Data To Predict Your Customers Next Move

Beyond Philosophy

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. You have most of what you need to predict your customers’ next move in your customers’ past behavior. This concept is predicated on the idea of Customer Science.

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How Language Informs Narrative and Influences Culture

Conversation Agent

“All subject are a form of discourse,” says Neil Postman. It makes sense. Because you need language and conversation to discuss biology, physics, chemistry, history, geography, astronomy, etc. Dialectic is valuable, whether you're arguing to win, or have a loftier goal: that to understand. Cicero first said that the purpose of education is to 'free the student from the tyranny of the present.

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How to Change Your Team’s Behavior

Help Scout

You have identified a small change that you’re convinced would really improve your customer service quality, but you’re having trouble persuading your team to change their behavior. Here’s one quick tip to make it happen.

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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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Product News – February 2022

Lumoa

Lumoa Product News for February 2022 New guide available for our Zendesk integration Admins now have the ability to Integrate directly with their Zendesk account through our new Integrations Page! With this integration you will: Pull over CSAT responses that your Zendesk agents receive Analyze the comments in Lumoa using AI Gain insights into common reasons for poor feedback Please read this guide on our new Integrations Hub to get started, and reply to this email with other integrations you

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How to Find Best Hybrid workforce Contact Center Software in 2022

Hodusoft

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022.

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Chatbot for Banking – Everything you Need to Know

Ameyo Callversations

Artificial intelligence and machine learning are slowly becoming conventional territories for several industries. In today’s scenario, a chatbot is considered the most trending technology. Whether it’s an emerging startup or large enterprise, chatbots have a crucial role to play where automation is the need of the hour and the banking sector is no exception.

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What is the buyer’s journey? Definition, stages, and examples

Zendesk

Consumers aren’t always willing to make a purchase on a whim. It can take days, weeks, or even months of careful thought before they commit to buying. And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. That’s where the buyer’s journey comes in. What is the buyer’s journey?

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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 true global CX organization needs to speak and understand cultures, languages and differences. ECXO understands you, fluently.

ECXO

A true global CX organization needs to speak and understand cultures, languages and differences. ECXO understands you, fluently. Share on facebook. Share on twitter. Share on linkedin. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. We are a global community who thrives on celebrating everyone’s individuality and not creating a “one size fits all” approach.

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Technology's Impact on Narrative and Culture

Conversation Agent

“Artificial Intelligence (AI) agents will pull information for us on the basis of parameters we establish and control. They will deliver it to the social networks that exist inside our own data network. Web 3.0 is the true era of conversation, where the real dialogue begins.” I wrote those words here in 2007. Was I wrong! And late to the game; the hype started in 2004.

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Proactive Customer Engagement: 3 Things to Remember

Ameyo Callversations

Customer engagement is a tricky business. Organizations now use multiple tools to communicate with customers according to their preferences. Yet, these messages sometimes fail to show drastic improvements in the engagement metrics. It could be due to the incessant stream of communications leading to increased spam rates, concerns over user privacy, and other data misuse risks.

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Why creative bot names help build your brand—and better customer relationships

Zendesk

2001: A Space Odyssey is a cult classic; the quintessential “evil robot takes over” science fiction tale featuring a soft-spoken killer robot with the neighborly name of HAL. Arthur C. Clarke, who wrote the story that the 1968 movie was based on, went through several creative bot names before landing on HAL (Heuristically Programmed Algorithmic computer).

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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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Customer service employees are therapists, cops, negotiators, and conflict-resolution experts

Myra Golden Media

Is every other customer demanding, “Get me a manager?” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

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What’s in Store for Call Center Workforce Management in 2022?

Fonolo

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. From live voice interactions to online chatting, social media messaging, and post-interaction administrative work, call center agents must juggle multiple tasks on a daily basis.

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Good Data Beats Great Surveys

Heart of the Customer

I had a call last week with a client who reached out to Heart of the Customer with a business problem they were trying to tackle. Despite a portal update that was well received internally, an unexpectedly high number of customers continued to call their contact center to resolve issues. “I really don’t get it,” […]. The post Good Data Beats Great Surveys appeared first on Heart of the Customer.

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How to Apply The 5 Love Languages to Customer Success

Totango

Do you know your love language ? According to Dr. Gary Chapman, every person has a primary love language in which they need to be spoken to in order to feel cared for and loved. The five love languages include: Receiving Gifts. Quality Time. Words of Affirmation. Physical Touch. Acts of Service. While Dr. Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and

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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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Don’t offer customer service training. Develop your people with customer service education.

Bill Quiseng

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business. In the end, training is for a job. And the job of employees is to serve to satisfy the customer.

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Ten Unusual Tips to Ensure Your Company Beats the Odds and Last Over a Decade

Beyond Philosophy

We celebrated a significant milestone this year. It’s Beyond Philosophy’s 20 th anniversary. Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. It is always gratifying to reach these milestones and enjoy these accolades. However, they didn’t happen by chance.

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The 7 Best Crisp Alternatives for Customer Support in 2022

Help Scout

If you’re looking for a dedicated support tool, Crisp may not be your best option. Check out our list of seven Crisp alternatives.

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5 Steps to An Effective Customer Success Interview Process

ClientSuccess

Scaling and growing an internal team can be all-consuming and often daunting for many CSM teams. While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process.

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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

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Amazing Business Radio: Adrian Swinscoe

Shep Hyken

Experience Leadership. What it Takes to Deliver Great Experiences at All Levels. Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.?They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. Top Takeaways: It’s no longer sufficient just to talk about customer experience in isolation.

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CX job vacancy of the week: Marshalls

MyCustomer Experience

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 15th Feb 2022. By Rhys Fisher Editorial Assistant.

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Understanding and Influencing Your Customers’ Decisions

Doing CX Right

Mary Drumond, Chief Marketing Officer at Worthix, explains how to impact customers' decisions by knowing their needs & perceptions without survey fatigue. The post Understanding and Influencing Your Customers’ Decisions appeared first on Doing CX Right.

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Why Earned Buyer Insights Are Vital to the Future of B2B Marketing

Buyer Persona

Earned Buyer Insights Are Critical to Being Relevant to Buyers. At the start of the year, I elaborated on the idea that empathy is derived from a place of deeper understanding. In today’s business climate, the right to gain this deeper understanding must be earned. For leaders, it is easy to say to their teams to have empathy or be empathetic. Without deeper understanding as a foundation, attempts to display empathy will ring hollow with buyers and customers.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.