2019

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The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas. Could this be part of the reason that a huge percentage of CX initiatives are failing?

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Ship outcomes, not just features, with the Product Impact Framework

Intercom, Inc.

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs.

Gambling 222
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Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

Callminer

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more

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A Great Customer Experience Starts With a Great Employee Experience

Lumoa

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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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Call Center Automation: Your first RPA use case

Uniphore

Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list.

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What You “Know” about Your Customers Probably Isn’t True

Heart of the Customer

The post What You “Know” about Your Customers Probably Isn’t True appeared first on Heart of the Customer. Voice of the Customer choosing a journey consumer journey contest customer Customer Experience customer voice CX data quality journey map journey mapping moments of truth VoC workshop

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The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words

Myra Golden Media

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring. Copy the last three words the customer mouths. Pause for a beat. Repeat.

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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.

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Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Prioritizing Action.

VOC 97
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December CMI Placeholder

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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.

Gaming 95
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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 277
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The decade software ate the world

Intercom, Inc.

As we cross the threshold from one decade to another, it’s natural to look back at the previous 10 years and try to make sense of events.

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What is Sentiment Analysis? Examples, Best Practices, & More

Callminer

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here

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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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3 Tips On How To Measure Customer Experience

Lumoa

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics! Feed generated with FetchRSS

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Call Center Automation: Your first RPA use case

Uniphore

Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list.

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Always Leave a Place Better Than You Found It

Customer Service Life

Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the linens, cleaning toilets, replacing paper products, and a whole lot more.

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Turbocharge Your Journey Map

Heart of the Customer

Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it?

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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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4 Things Your Support Team Should Do In Chat

Myra Golden Media

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience.

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Improve IVR to create a better customer experience

UJET

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution. Multichannel Support Customer Support

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Has Your CX Lost The Human Touch?

PeopleMetrics

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience.

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What are the top ways we should use speech analytics to get the maximum benefits?

DMG Consulting

Question: We are just getting started with speech analytics. Aside from the tactical uses, what are the top ways we should use this solution to get the maximum benefits? Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table.

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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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The Greatest Avenger of the CX Universe

CX Accelerator

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why?

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What the four forces can teach us about the user onboarding experience

Intercom, Inc.

A great onboarding experience is one that proves to new users that your product will help them do the job that they want. To put it another way, the ideal onboarding experience is a short, easy and frictionless path to finding value. Of course, many products have unavoidable complexity. If getting started with your product requires new users to install software, invite colleagues or message customers, then the path to value may not seem as short or straightforward.

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25 call center leaders share ways to boost contact center efficiency

Callminer

Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge

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5 trends in B2B customer experience management

Lumoa

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

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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.