Sat.Oct 29, 2022 - Fri.Nov 04, 2022

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What is the role of customer experience in the telecoms industry entering 2023?

Lumoa

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023.

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How service culture is built on everyday hero moments

Inside Customer Service

The original Shake Shack location is in New York City's Madison Square Park. The first time I visited, Al Roker was there. Roker was handing out samples of his new Roker Burger.

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UK consumers say it’s good to talk but are contact centres really listening?

Adrian Swinscoe

This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe

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The H.U.M.A.N.E approach to CX: Six steps for improving customer interactions with AI

Callminer

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Five Ways to Make Customers Feel Special

Shep Hyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms.

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That’s a Wrap! Customer Response Summit Coronado Recap and Highlights Day 1

Execs In The Know

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado.

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Seven CX solutions: tips and best practices for improving CX in the contact center

Callminer

Read this blog for seven tips and best practices for improving CX in the contact center

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Amazing Business Radio: Tim Hughes

Shep Hyken

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers.

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Ways to Measure Customer Service Performance

Zonka Feedback

There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal.

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December CMI Placeholder

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The Best Customer Experience, Data and Design Books of 2022

eglobalis

The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.

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Going from Greg to Benny: Building a Stronger Client Experience Model

The DiJulius Group

We had been consulting with one of the largest accounting firms in the world, guiding them in building a stronger client experience model. About a year into the CX project, there was still a small percentage of the accountants, including partners, who had not totally bought in.

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Improve CX in Your Organization by Keeping Customer Data Secure

Customer Think

It doesn’t matter if you ask someone for an email, phone number, or credit card. The moment you receive any information from a consumer, you’re expected to keep that information secure. That’s a tall order.

CX 108
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Examples of giving Positive Feedback to Employees

Zonka Feedback

Employee feedback has the ability to strengthen the bond between you and your team when given thoughtfully and sympathetically. But I assume you already know that since you're looking for " positive feedback examples.". Employee Feedback

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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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The Essential Chatbot Success Metrics

Comm100

Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent.

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My SupportYourApp Career Growth: How I Transitioned From Customer Care to People Operations

SupportYourApp

Max, our People Experience Manager, started his career at SupportYourApp as a customer support agent

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Why a Cautious Approach to Marketing Analytics Makes Sense

Customer Think

Fueled by the exponential growth of online communications and commerce, marketers now have access to an immense amount of data regarding customers and potential buyers. Marketers have recognized that this vast sea of data can be a rich source of insig. Blog Customer Analytics Digital Marketing

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Ready to Boost Customer Retention? 3 Tips That Can Help! 

ClientSuccess

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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CX and EX KPI Trends: How Inflation and the Great Resignation have Changed Customer Service Metrics

CSAT.AI

Times, they are always a-changing. No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. Inflation in the US is at a decade high on the heels of two challenging years.

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Becoming an Unforgettable Customer-Centric Company

Doing CX Right

Author & 5 Time Chief Customer Experience Officer, Jeanne Bliss, explains how to be an unforgettable brand that customers continue to buy from and rave about to others. The post Becoming an Unforgettable Customer-Centric Company appeared first on Doing CX Right. DoingCXRight®?

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11 Things You Can Do to Ensure Your Journey Maps Are Actionable

Customer Think

I originally wrote today’s post for CMSWire. It appeared on their site on August 18, 2022. Journey mapping is one of the most powerful tools to help you understand the current customer experience and to design a new experience. But I always like to.

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5 Call Center Improvement Ideas to Boost Business

Fonolo

Whatever the size of your contact center, there will likely come a time when you notice your numbers slipping and employees losing steam while their productivity fizzles.

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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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6 tips for designing customer journeys that deliver value at scale

Totango

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start? .

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Improving Customer Experience in Banking: 7 Promising Trends

PeopleMetrics

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking.

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If customer satisfaction is not enough, how do we create fans?

Customer Think

Simply satisfying customers doesn’t cut it anymore in the loyalty stakes. Consumers are mired in adequate experiences from brands jostling to stand out. Yes, they’re satisfied. But brands need to do way more than rely on high levels of customer satisfa. Blog Customer Experience Customer Loyalty

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Surfboard founder Natasha Ratanshi-Stein on riding the wave of planning software for support

Intercom

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers.

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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.