Sat.May 06, 2023 - Fri.May 12, 2023

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How to choose the best experience management software in 2023

Callminer

Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.

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How to measure customer service training

Inside Customer Service

You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.

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Lets really understand what Customer Engagement is and how to improve it

Beyond Philosophy

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

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3 lessons in channel management from Customer Communications 2023

CX Network

Why your brand needs to offer a digital front door in 2023 and which contact channels to keep an eye on

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Five Ways to Make Your Email Marketing More Personal

Customer Think

Source: Canva The more you understand email marketing, the clearer picture you see that it’s really about personal connections. Whether a list is small or massive, your most imperative task is strengthening the relationship with your subscribers. You’ll please your customers, and you’ll enjoy more effective marketing.

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PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation – Interview with Don Schuerman of Pega

Adrian Swinscoe

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.

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Designing a differentiated B2B experience – a 22 step challenge

eglobalis

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

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Revolutionizing Customer Experience with Digital Transformation

Customer Think

The era has turned digital. So, enterprises around the globe are using digital transformation to drive business success. With the advancement in technology, companies can now engage with customers in more ways than ever. Digital transformation has become the key to improving customer experience.

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Instant, Urgent, and Immediate – The experience today’s consumers want

Adrian Swinscoe

This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate – The experience today’s consumers want first appeared on Adrian Swinscoe.

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Great Leaders Speak Last

The DiJulius Group

Have you ever been in a meeting where as soon as the most senior leader in the room starts to share what they think, the brainstorming and volleying of ideas cease? The conversation becomes completely reoriented around their thoughts. Most leaders, including me, feel like it is our job to state the challenge or opportunity. Read Full Article The post Great Leaders Speak Last appeared first on The DiJulius Group.

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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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11 Must Know Call Center Terminologies- A Guide!

Hodusoft

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.

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“Phygital” Isn’t Just a Strategy, It’s the Only Strategy for Retailers

Customer Think

The fully integrated commerce future is here. A recent study showed over 27% of millennials will increase their online spending in 2023, while half of Gen Z shoppers, who spend more time on digital channels than perhaps any other age group, favor in-store shopping.

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The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

Doing CX Right

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

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Sentiment Analysis on Customer Feedback: A Guide to Enhance Customer Experience

Lumoa

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

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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.

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How tech companies are using AI to control costs amidst “year of efficiency”

Zendesk

In response to macroeconomic pressure, technology companies of all sizes have been tightening their belts and flattening their org structures. Meta CEO Mark Zuckerberg has called it the “ year of efficiency ,” while others have called it the end of the tech boom. But despite budgetary challenges, tech companies have reason to hope. With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount.

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WhatsApp is Ready to Enter the Game

Customer Think

As the two galactic superstars (and PSG teammates) Lionel Messi and Kyrian Mbappe traded goals and impressive moves during the World Cup final in December, the world was glued to televisions to see how it would end. They also were glued to their phones, sharing memes, predictions, and running commentary on the match.

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NAMI’s #MoreThanEnough Campaign: Amplifying Mental Health Awareness Month

Execs In The Know

Mental health awareness has come a long way in recent years, but the journey toward destigmatization and improved support is far from over. In honor of Mental Health Awareness Month, the National Alliance on Mental Illness (NAMI) has launched its inspiring #MoreThanEnough campaign. This initiative aims to empower individuals living with mental health conditions, challenge societal misconceptions, and promote understanding and compassion.

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Leading Contact Center Conferences and Events

Fonolo

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did! They’re fun, inspiring, and an excellent chance to learn something new while building new relationships.

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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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Shaping the future of intelligent CX with Zendesk AI

Zendesk

The world is changing and customer experience is shifting alongside. Advances in technology, combined with new and ongoing business challenges, put us all under pressure to continue to evolve, improve, and do more for our customers. Many businesses have managed through supply chain disruptions, rising costs, and the ongoing shift into the digital landscape—all while under a cloud layer of ongoing economic uncertainty.

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The Little Known Disadvantages of a Customer-first Strategy

Customer Think

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan.

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QUI QUOTES Reminders about Customers and Customer Service

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.

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Want to deliver better customer experiences? Invest in a self-service kiosk.

Qmatic

Would you rather wait in a long line, not knowing where you are in a queue and if you have to go to another counter? Or, would you prefer to know how long the wait will be, where you are in a queue, who will be serving you, and how long your visit will take from start to finish?

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

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15 steps to Improve your Contact Center

Taylor Reach Group

by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. I got to see a number of familiar faces and meet a bunch of new friends. I also saw a lot of very interesting technologies. I was particularly impressed by some of the agent-assist capabilities and the real-time noise-canceling technologies.

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Grow Revenue During a Recession by Being Counter-Intuitive

Customer Think

All the requirements have been met. We have already seen these factors occur across the board: Low QoQ GDP. High interest rates. Massive layoffs. Inflation. Stock Market down. Cost-cutting. We are now seeing these events in sales or.

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Why Knowledge Management is Essential for your Contact Center

DMG Consulting

Why Knowledge Management is Essential for your Contact Center May 2023 Knowledge management is a process for authoring, collecting, organizing, presenting, maintaining, and storing information in a manner that is readily accessible and easily consumable by all organizational constituents. It can include content from internal (databases, documents, manuals, training materials, policies, procedures, best practices, employees, etc.) and external (the Internet, user communities/forums, customers, et

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Adding AI to your support team can be daunting. Our advice? You’ve got this

Intercom

The thought of upleveling your customer service strategy with AI is incredibly exciting – but can also feel a little daunting. Today, we’re starting to roll out early access to Fin, our breakthrough AI bot powered by GPT-4, OpenAI’s most advanced model, and Intercom’s proprietary technology. More than 10,000 people have joined the waitlist since our announcement in March, and we’ve had some great learnings from the beta so far.

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Consumers expect AI to radically transform service

Zendesk

It’s clear that we’ve entered a new era in artificial intelligence, and companies around the world are grappling with how to respond to this constantly evolving technology. Zendesk research indicates that AI will affect every customer touchpoint, and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology.

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Generative AI: What’s Next and How to Get the Payoff

Customer Think

Do you know what is the application with the fastest-growing user base ever? Hint: it is not TikTok. This social media phenomenon was relegated to second place earlier this year by ChatGPT. ChatGPT achieved the milestone of 100 million monthly active users in a mere two months, while TikTok needed then record-breaking nine months.

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The Transformation of Workforce Engagement Management

DMG Consulting

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.

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The Trifecta of Trust: A Blueprint for Customer Experience Success

Doing CX Right

Joe Folkman, a leadership expert, and Stacy Sherman explain the importance of trust in business and 3 proven ways to build and repair relationships when broken. The post The Trifecta of Trust: A Blueprint for Customer Experience Success appeared first on Doing CX Right.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.