Sat.Jun 29, 2024 - Fri.Jul 05, 2024

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Sky-rocketing customer experiences using the power of psychology

ECXO

Sky-rocketing customer experiences using the power of psychology Check out this amazing insight! It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. In today’s customer-focused business world, these insights are more important than ever.

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Five strategies to supercharge your sales effectiveness

Callminer

Sales effectiveness measures how well your team generates leads and closes sales throughout the customer journey. Learn how the right sales strategies can increase effectiveness and your bottom line.

Sales 182
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CX IS A JOB FOR THE WHOLE VILLAGE

Futurelab

#NoBullshitCX #20yearsFuturelab “Think in value chains.” Remember last week’s tire company? During our customer journey project for them, we realised that their success heavily depended on the vast network of “indirect” customers. Like many manufacturers, they work with importers, distributors, service points, and other retail partners who ultimately deliver customer experience.

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Now there is no excuse for not closing the loop on customer feedback

Adrian Swinscoe

It’s pretty safe to say that most businesses ask their customers for feedback these days. Most would agree that is a good thing. But, there are […] The post Now there is no excuse for not closing the loop on customer feedback first appeared on Adrian Swinscoe.

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SaaS Evolution: The Critical Role of Embedded Finance

Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms

Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.

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Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution

eglobalis

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.

NPS 157
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The top differences between call centers and contact centers

Callminer

Using a call center or contact center to address customer needs is key, but it's important to know the different features of these customer service hubs to find the best solution for your business.

More Trending

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We’ve only just scratched the surface of artificial intelligence – Interview with Peter van der Putten of Pega

Adrian Swinscoe

Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University […] The post We’ve only just scratched the surface of artificial intelligence – Interview with Peter van der Putten of Pega first appeared on Adrian Swinscoe.

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As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support

Beyond Philosophy

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.

CX 88
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Unlocking Efficient Communication – The Advantages of Chatbots

Comm100

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.

AI 91
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Now is the time for our Customer CARE Revolution!

Bill Quiseng

On July 4, Americans celebrate Independence Day. In part, the Declaration of Independence proclaimed That whenever any Form of Government becomes destructive of these ends, it is the Right of the People to alter or to abolish it … and organizing its powers in such form, as to them shall seem most likely to effect their Safety and Happiness. With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about reve

Retail 78
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How to Easily Navigate Crypto Accounting in the Web3 Era

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

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Expectations vs. reality: GenAI in the workplace

Customer Think

Gone are the days of manually organizing schedules, painstakingly compiling performance metrics and developing sales strategies from scratch. Now, there’s an AI for that. The transformative benefits of generative artificial intelligence (GenAI) in the workplace is undeniable, with seemingly limitless use cases enterprise-wide.

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How Risk Massively Impacts Customers’ Buying Decisions and What You Need to Do A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.

Sports 78
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AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy

Doing CX Right

Examine the CX impact of the controversial Toys 'R' Us AI ad. Discover five critical actions to effectively leverage AI, push boundaries, and captivate your customers. The post AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy appeared first on Doing CX Right.

AI 59
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Reduce Customers Churn By Identifying Key Drivers With Churn Dashboard

SurveySensum

Did you know that 1 in every 26 customers complain when they are unhappy and the rest just churn without ever raising a complaint or leaving negative feedback? This just goes to show that more often than not organizations don’t pay attention to closing the feedback loop with their customers, resulting in customers churning out silently. This doesn’t just affect the reputation of the company but also impacts its growth and revenue – it costs 5-25 times more to onboard a new customer than to reta

NPS 52
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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Urgency is Killing B2B Marketing Effectiveness

Customer Think

In my work with clients, the buying process for their complex solutions takes considerable time with buying groups that involve five or more people.

B2B 76
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Beyond Cost Cutting: Key Outsourcing Insights from Corporate CX Leaders

Execs In The Know

Our February 2024 report, Exploring Corporate Opinions on BPOs , surveyed 52 customer experience (CX) leaders across various industries for their outsourcing insights. In partnership with NICE , this comprehensive report delves into the critical aspects of outsourcing, including cost reduction, brand integrity, service quality, and flexibility. The research is a must-read, not only for CX leaders looking to understand the position of their peers but also for BPOs looking to better match their of

CX 52
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A Guide to Choose the Best Contact Center Software for Your Enterprise

Hodusoft

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.” Such contact centers employ a handful number of agents and customer service representatives and handle less volume of calls.

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10 Best Customer Feedback Tools in 2024 – Comparison | Updated List

SurveySensum

Are you actively listening to the voice of your customers about your products and services? If not, it’s crucial to adopt a robust customer feedback tool to effectively gather and leverage the feedback. According to the State of Global Customer Service Report, a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Insider Tips for Wowing Customers Who Expect Excellence

Customer Think

Now that we’re midway through 2024, it’s clear that consumer expectations have continued to shift significantly. The demand for excellence and personalized experiences has never been higher, particularly among high-end customers. This demographic’s expectations have soared even more than usual, driven by a desire for unique, tailored interactions that go beyond generic services.

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Navigate CFPB Rulings, Compliance, and Vehicle Repossessions with IDP

Lightico

With the recent Supreme Court ruling in favor of the Consumer Financial Protection Bureau (CFPB) , it is likely the CFPB will use the wind off the new victory to dig even deeper into financial regulation than before. The auto finance industry in particular, with its high-volume sales, dealership networks, and a highly securable and movable asset, faces mounting challenges, ranging from stringent compliance requirements enforced by the CFPB to the complexities of loan servicing, strict documentat

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Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry

Hodusoft

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry In recent years, the insurance industry has evolved at a great pace. Just like other industries, delivering exceptional customer experiences has become more critical in the insurance sector as well. Recognizing this shift, HoduSoft recently hosted an insightful webinar on “ Designing Competitive Customer Experiences in Insurance.” The event brought together Subject Matter Experts, Mr.

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Enhancing Survey Participation Through Digital Gift Card Incentives

cxservice360

Discover how digital gift cards can boost survey participation rates and provide critical business insights. In our latest article, Cindy Mielke, Vice President of Strategic Partners at Tango, reveals the secrets to leveraging these incentives for maximum impact. The post Enhancing Survey Participation Through Digital Gift Card Incentives appeared first on CXService360.

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How To Craft Your Perfect Retail Tech Stack

Speaker: Jason Cottrell and Brian Walker

The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.

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How to Triumph Over Budget Cuts and Prove Your Marketing ROI

Customer Think

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.

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10 Ways to Optimise the Customer Experience With WhatsApp Business

CommBox

In today’s fast-paced digital landscape, businesses must optimise the customer experience and WhatsApp has emerged as a powerful tool in this endeavour. With over two billion users globally, WhatsApp offers businesses a direct, convenient, and personal way to connect with their customers. Whether it’s through instant messaging, multimedia sharing, or automated chatbots, WhatsApp provides a single platform that meets customers where they are.

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Understanding Close-Ended Questions: Examples, Types, and How to Use Them

SurveySensum

Have you ever received a survey where responses spiraled out of control, leaving you with more questions than answers? Yes, we have all been there. But what if I tell you a simple way to overcome this challenge and get clarity without going through all the chaos? Enter close-ended questions – this type of question can transform your survey design and create a streamlined feedback mechanism, making it easier to extract actionable insights.

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5 Reasons Why Customer Experience Matters The Most In 2024

Zonka Feedback

Over the years, customer experience has become the key brand differentiator that helps you to augment your customer base along with the conversion rate.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Why Landlords Need to Have a Customer Service Strategy

Customer Think

It takes a lot of effort to be a landlord. You’re responsible for searching out and doing due diligence on all new properties you add to your portfolio. You’re responsible for collecting rent and managing day-to-day operations.

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What is Customer Obsession? How to Become Customer-Obsessed with AI Chatbots

CommBox

Being customer-obsessed is not just another “in” word of the moment; it’s an essential part of your business’s strategy if your mission is to stay ahead of the competition and stand out in a competitive market. Now, you might be wondering what is behind “customer obsession” and how AI chatbots play a role in helping your business to achieve this successfully.

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A golden rule for gaining C-suite buy-in for your CX initiatives

CX Network

How to overcome executive-level resistance to your CX strategy using behavioral economics

CX 68
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Improve Experience with Customer Service Automation

Help Scout

Customer service automation is a great way to scale customer support. When paired with human-driven support, automation makes teams more efficient and gives customers a better experience.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro