Sat.Nov 30, 2019 - Fri.Dec 06, 2019

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Contact Centre Predictions for 2020

Callminer

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.

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Found in translation: How multilingual support helps you scale customer experiences

Intercom, Inc.

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? In the United States alone, roughly 20% of the population doesn’t speak English at home. Although it may seem like a no-brainer for businesses to offer customer support in multiple languages, in a recent survey we found that the vast majority of businesses struggle to implement an effective multilingual support strateg

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7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

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The Best Way to Create a Customer Journey Map

Lumoa

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.

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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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25 Employee Satisfaction Survey Questions You Need to Ask

Callminer

This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team members.

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Inside Intercom survey – what content do you need to excel at your job?

Intercom, Inc.

We’ve often said that the key to engaging your customers is to send the right message to the right person, at the right time. The same is just as true about our content. That’s why we’d love to learn more about you – our Inside Intercom readers and podcast listeners. Take this 10-minute survey to let us know exactly what you need from our content to help you excel at your job in 2020.

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The 3 Biggest Customer Experience Game Changers of the Last Decade

Customers That Stick

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their

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7 Important Call Center Skills Every Agent Should Have

Callminer

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should possess.

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Push notifications: The key channel marketers are forgetting (and need)

Intercom, Inc.

Not that long ago, the notion that you could send a message straight into the pockets of millions of people, capturing their attention at the touch of a button, would have sounded like the stuff of a marketer’s dreams – but that’s exactly what push notifications offer. The era of mobile computing arrived so quickly that we almost didn’t have time to notice how close to magic push notifications really are.

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2020 Vision: What Customer Service Looked Like in 2019

Fonolo

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. With social media becoming a worldwide connector and a general display of the way modern generations communicate, the performance of customer service agents is increasingly hitting the internet as a result. Whether it was good, bad, or ugly, 2019 was a heck of a year on social channels.

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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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Writing is About Paying Attention

Customer Service Life

Image by Pexels from Pixabay. Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude Journal. After reading this post titled, Great Remote Employees Do These 5 Things by Erica Marois , I decided to start a daily gratitude journal, listing a few things I’m grateful for both in the morning and the evening.

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Contact Centre Predictions for 2020

Callminer

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

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Ok, Google: Scale my SaaS business

Intercom, Inc.

? ?. Over a few decades, SaaS has evolved from a lofty concept to an integral part of the modern business landscape. In many respects, it’s now almost impossible to envisage a work environment that doesn’t rely on a SaaS product in some shape or form. But this supercharged evolution has meant that the world of SaaS is forever transforming at a breakneck pace.

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How To Be the Partner Your Clients Can’t Live Without

The DiJulius Group

How To Be the Partner Your Clients Can’t Live Without If you are a business that serves other businesses (B2B), someone’s vendor, it is even more critical that you deliver a world-class customer experience, otherwise, you are always in danger of being replaced. As you know, every company, including yours, constantly examines its budget and. Read Full Article.

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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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8 B2B Customer Support Breakthroughs to Prepare for In the Next Decade

TeamSupport

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before.

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The Top 5 Customer Success Manager Best Practices

Totango

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value.

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This is the Business Equivalent to the “Good morning” Text

Myra Golden Media

I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it wasn’t. A delay that is. It was my airline saying, “We’ll see you soon! Your flight to Denver departs at 11:35am from Gate B6.” This message was like a ‘good morning text’ from a lover, and so unlike the texts I usually get from airlines (gate changes, delays).

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What is the Role of the Customer Experience Officer (CXO)?

ClientSuccess

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?

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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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Smart Use of Auto Dialer Software For Improved Productivity

Hodusoft

The days of the dumb auto dialer are over for long. These days, if you operate call centers or have an in-house contact software solution you are likely to use auto dialer software built into the call center software. Today you have artificial intelligence endowed call center solutions with smart configurable auto dialer software. Make smart use of the intelligent auto dialer and your productivity increases.

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How to Drive Customer Advocacy

Totango

Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. This could mean introducing them to the features that will help them achieve their business goals, offering expansion opportunities, and more.

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6 trends that will shape customer experience in 2020

Steven Van Belleghem

Autonomous Everything. You all know that I’m a big believer in the increased autonomy of smart devices and virtual assistants and the impact that this will have on the relationship between brands and their customers. In 2020 this trend of machines talking to machines – fridges telling virtual assistants to buy milk or printers notifying Amazon that they ran out of toner – and the according disintermediation of the active customer decision will only increase.

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What is the Role of the Customer Experience Officer (CXO)?

ClientSuccess

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers. . When you consider the type of experience each one of your customers is having when they interact with your business, is it a positive one or a negative one?

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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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Surveys Aren’t Dead – but people don’t care as much as you’d like

Confirmit

Someone once said, ‘don’t mistake your own enthusiasm for someone else caring’ I can’t remember who said it. I could use Google to find out. It may even have been me during one of my more catty moments. Either way, it seems applicable to some of what follows. I’ve recently attended several conferences examining the topic of customer experience and why it matters.

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Altair Global- redefining relocation as an ‘experience’

Qualtrics

Scour the internet for a list of the most stressful moments in life and you’re bound to find ‘relocation’ right up there as one of the most difficult milestones in many people’s lifetimes. For relocation specialists Altair Global, Experience Management (XM) is the key to creating an effortless journey for their clients, customers and their partners.

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What Is the Customer Service Recovery Paradox, and How Can You Leverage It?

SugarCRM

Recently, my family decided to buy a new tent. The two-person one my husband and I had relied on for years would no longer suffice with two kids in tow, so we decided to try a bigger version from a different brand. By the time we got around to taking our purchase out of the package, however, we discovered it was damaged. A torn rainfly was definitely not what we wanted to see, especially with storms in the forecast for our upcoming camping trip.

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Why 1 in 4 of You Will Lose Your Job in 2020

Heart of the Customer

Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. Meanwhile, your CEO is focused on your customers, but that doesn’t mean he cares about your surveys, either. As one […]. The post Why 1 in 4 of You Will Lose Your Job in 2020 appeared first on Heart of the Customer.

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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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The three strands of brand authenticity

Intercom, Inc.

One of the biggest determining factors of a company’s success is the clarity of its message, and how that clarity comes across in every interaction across the product and brand. It is the combination of clarity and consistency that builds trust – after all, as people we make judgments about each other based on how we behave, and on how reliable that behavior is.

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Disruptive innovation: 4 times brands disrupted their own business models

Qualtrics

Disruption is a big buzzword, especially in the world of tech. But what does it truly mean to be disruptive, and what’s the key to doing it well? We found that some of the best insights come from brands who disrupt their own business models. What is disruptive innovation? The term ‘disruptive innovation’ is attributed to Harvard professor of business Clayton Christiansen , who helped develop the concept in the 1990s.

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4 Metrics Your Call Center Needs to Track in 2020

Fonolo

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.

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Why Use Hospitality Industry Training Software for Your Business?

ProProfs

“True hospitality consists of giving the best of yourself to your guests.” Did you ever receive complaints from customers about your staff’s impolite behavior, delayed response to order, poor table management system, or poor customer support? It is often a sign of inadequate or no training on the part of your employees. No matter which department we are talking about, any sub-standard and unexpected service in your hotel or restaurant can sabotage your business.

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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.