Fonolo

AUGUST 25, 2022

Imagine your agents providing stellar customer service to only 75% of your customer base. Yikes! Every contact center manager works hard to ensure agents provide excellent service, and yet, this will be your reality if you don’t create an accessible contact center. That’s right—25 per cent of Americans are people with disabilities. That’s why all call centers should be prioritizing accessibility and creating a plan to ensure all customers can access your services, and that all agents have the to

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Contact Center Omnichannel Customer Satisfaction Customer Service 87

SugarCRM

AUGUST 23, 2022

With a global customer resignation rate of 32% , prevention is a hot topic for most organizations. And good news! There is a path forward for companies wanting to deliver high-definition customer experiences (HD-CX). To find it, we asked questions and listened to what market players had to say. For our 2022 CRM Impact Report, we interviewed both sales and marketing leaders.

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Artificial Intelligence CRM AI Customer Retention 26

Logicalware

AUGUST 21, 2022

Putting the customer first, in simple terms, means valuing the needs and expectations of your customer ahead of anything and everything else. But putting the customer first isn’t a strategy – it’s a culture! Organisations that put the customer first are commonly referred to as being customer-centric. They’re oriented towards serving their customers’ needs and customer satisfaction as a measure of their success as a business.

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Customer Satisfaction NPS Start-ups AI 52

Uplifting Service

AUGUST 25, 2022

[link]. Are you missing out on this simple way to ATTRACT more customers, INCREASE revenues, and RETAIN more loyalty?? Most organizations are! Here’s what I mean. Customers pay for VALUE. And there are DOZENS of ways to add value to every single service transaction. The TRICK is knowing how to find those opportunities. . This is what I teach my consulting clients to do… and it’s why their PROFITS usually rise right alongside their customer service scores.

Start-ups 40

Start-ups Sales Customer Service 40

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Callminer

AUGUST 22, 2022

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers.

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Technology Technology 339

Intercom, Inc.

AUGUST 24, 2022

We’re excited to announce that registration is now open for New at Intercom , our virtual fall product launch event which takes place on October 12th, 2022 at 8am PT/4pm BST. Our product and engineering teams have been busy building incredible features that will multiply the value Intercom brings to your business, and we can’t wait to introduce you to the latest and greatest innovations.

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Customer Retention Engineering Innovation Event Production 191

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences.

Contact Center 147

Contact Center Sentiment Analysis Artificial Intelligence Start-ups 147

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue.

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Touchpoint B2B Customer Journey Map Social Media 115

Shep Hyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. . You like the employees. . The salesperson is knowledgeable and helpful. .

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

Conversation Agent

AUGUST 23, 2022

Genuine two-way communication is not just dissemination. Information doesn't equal indoctrination. There's a line between getting attention and agitprop. Providing proof or evidence is not the same as the truth. Truth is a conclusion the other person gets to make. These were some of the principles I discussed in a conversation at Web 2.0 On November 19, 2009.

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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.

Retail

MyCustomer Experience

AUGUST 25, 2022

HWhen COVID-19 changed the way many of us live and work, it caused energy demand to drop dramatically and energy prices to become unstable. 26th Aug 2022. By Dave Dunlop Partner and Chief Design Officer.

Customer Relationship 105

Customer Relationship 105

Intercom

AUGUST 23, 2022

Customer retention has never been more critical to business success than it is today. With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. That’s why companies should look to support – and retain – the customers they have. Shifting focus to customer retention can actually be twice as powerful as customer acquisition.

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Customer Retention Customer Acquisition Touchpoint Education 105

Shep Hyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company.

Customer Loyalty 108

Customer Loyalty Customer Relationship Customer Experience Customer Service 108

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy.

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Net Promoter Score Customer Acquisition NPS Customer Journey Map 96

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.

Voice of the Customer

Doing CX Right

AUGUST 26, 2022

Catherine Sugarbroad, Chief Revenue Officer and Founder of sWorks.io, and Stacy Sherman discuss the meaning of equality in and out of the workplace, and why advancing women's leadership impact retention and customer experiences. The post Leadership Advice And Why Equality Matters appeared first on Doing CX Right.

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CX Predictive Analytics Customer Experience 98

TeamSupport

AUGUST 25, 2022

Rome wasn’t built in a day – and it didn’t fall in one either. Come the 4th and 5th centuries, the leaders neglected the needs of their various peoples, and oftentimes, as in the case of Majorian , they seemed outright surprised at the unpopularity of some measures. Could Majorian have used a 360-degree view of his Roman subjects (read: customers)? Could the collapse of the Roman Empire ( the Western one ) have been prevented if the imperial bureaucracy was able to track their health and success

NPS 98

NPS Social Media Customer Relationship Customer Service 98

Zonka Feedback

AUGUST 24, 2022

Positive reviews are effective in building trust with your customers. 98% of consumers surveyed by BrightLocal read customer reviews for local businesses. 49% of consumers say they trust online reviews as much as personal recommendations from friends or family.

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ModSquad

AUGUST 25, 2022

It is tempting to enact severe actions during an economic downturn to save costs. Before you start slashing budgets across the entirety of a business, consider the following. Evaluate ROI, not just costs. When scrutinizing budgets with an eye to savings, look beyond the cost and ask what value each item contributes to the company. In the case of CX programs such as support and moderation, it’s tempting to view these as mere operational costs — easy candidates for reduction.

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CX Customer Satisfaction Customer Experience 98

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?

Technology

Logicalware

AUGUST 26, 2022

As we entered 2022, many hoped it would be known as the year things returned to ‘normal’, lockdowns ended for good and all the engagements we’d postponed for two years could finally go ahead. Little did we know we’d be hit with interest rate hikes and talk of a recession. There’s no doubt that people are worried and looking for ways to cut back on spending – which is having a domino effect on contact centres.

Start-ups 97

Start-ups AI Technology Technology 97

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up.

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Customer Feedback CX Sentiment Analysis Close the Loop 71

Zonka Feedback

AUGUST 23, 2022

Whether you’re selling a product, a service, a course, or looking to have users sign up for a subscription, a website always has a key purpose. As a skilled developer or CX manager, your goal should be to create a website that guides users or potential buyers to achieve that purpose. However, issues like a long page-loading time, inconsistent information, cluttered interface, etc., can drive users away even before they consider making a transaction.

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CX 98

Doing CX Right

AUGUST 21, 2022

Richard Owen, CEO at OCX Cognition and co-creator of the NPS system, and Stacy Sherman discuss how to achieve business growth and reduce customer risk BEFORE it’s too late. Listen to proven methodologies and controversial topics that get you thinking and doing CX differently. The post Breakthrough Approaches to Managing Customer Risk appeared first on Doing CX Right.

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NPS Business Growth CX Predictive Analytics 75

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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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Shep Hyken

AUGUST 26, 2022

This week, we feature an article by Rupert Jones, a financial independence expert who believes in the power of networking. He shares what a tip jar can tell you about your customer’s experience. In many ways, a tip jar is a microcosm of the customer experience. Just as the quality of the experience can vary widely from one business to the next, so can the tip jar’s contents.

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Customer Experience Customer Satisfaction Entertainment Customer Service 65

MyCustomer Experience

AUGUST 24, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 24th Aug 2022. By Rhys Fisher Staff Writer.

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CX Customer Experience 52

Zonka Feedback

AUGUST 26, 2022

Did you know that 95% product launches fail? If you are a business owner or product manager this statistic might be alarming. With over 30,000 products entering the market each year, that means only about 1,500 will be successful. However, most product launches failing are due to a lack of preparation, research, and planning.

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Zendesk

AUGUST 24, 2022

Financial institutions have a reputation for being slow to change. But one thing has remained constant through the decades: customer service. In this white paper, we explore how personalized service can create greater loyalty (and a better business). You’ll get tips on how to scale support to serve customers efficiently, make the most of your customer data, assess your CX, and more.

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CX Customer Service 52

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

Retail

Ameyo Callversations

AUGUST 24, 2022

The easy availability of on-demand messaging has led to a paradigm shift in customers’ preference for communication. But maintaining the expected communication with them is not a trivial task. While they expect unforgettable interactions with brands or businesses, responding to them via their preferred channel can be quite challenging. This is where conversational AI plays a vital role by delivering efficient customer interactions and fast responses to their queries.

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AI Sentiment Analysis Contact Center Artificial Intelligence 52

MyCustomer Experience

AUGUST 25, 2022

ISince its inception, brands have continuously increased investment into customer experience (CX) as studies and real-world examples prove. 13th Sep 2022. By Kate Rogerson Content Manager.

CX 52

CX Customer Experience 52

Zonka Feedback

AUGUST 25, 2022

Customer feedback is an essential part of a successful business. And without a strong customer review process, your strategy might be incomplete.

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Customer Feedback Customer Satisfaction 97

Zendesk

AUGUST 24, 2022

More and more, the data shows retailers are competing on the quality of their customer experiences. And the most innovative retailers are meeting this challenge head-on in the new digital-first environment. When shoppers can take their business elsewhere with just one click, it’s crucial to deliver consistent, personalized CX across channels. In this guide, you’ll learn: How to keep up with customers in the blurred physical and digital world.

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Retail CX Innovation Customer Experience 52

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

CX