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.

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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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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. We’ve been thinking deeply about how to make this change in our own organization, with Des and Paul leading our discussions about it.

Start-ups 281
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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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Reimagine Your Communications With A Unified Platform

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.

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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!

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Simple Ways to Leverage Wellness to Improve the Employee Experience

Customer Service Life

This post was originally posted as a featured contributor on ICMI. Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness program includes, it stinks. And, your employees are likely sick of it. Creating a wellness program at your office is all the rage.

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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? It’s easier to reveal where customers are having problems than it is to do something about it. Taking […]. The post Turbocharge Your Journey Map appeared first on Heart of the Customer.

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Four Phrases Call Center Agents Should Avoid at All Costs

Fonolo

While on a call with a customer, the language used is incredibly important. Call center agents are likely to have many, many conversations over the course of a work day, so it’s easy to forget the importance of each and every interaction you have with a customer on the line. When handling multiple customer service tickets each day, using certain phrases or expressions can become second nature.

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Incentives and your Customer Experience

Taylor Reach Group

By Colin Taylor. “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience.

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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.

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How Retailers Are Transforming Customer Experiences with Data & 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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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 345
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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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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. Putting narrative order on the past decade, a 10-year-period that has somehow remained stubbornly nameless, is quite the challenge, but it’s impossible to make sense of the 2010s without understanding the role of software.

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Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.

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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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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.

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How to Build an Effective Social Customer Service Program

Win the Customer

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationshi

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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.

VOC 122
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Stop Playing CX Whack-A-Mole

Heart of the Customer

“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences. This is especially […]. The post Stop Playing CX Whack-A-Mole appeared first on Heart of the Customer.

CX 128
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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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Changing Consumer Expectations: 5 New Customer Service Faux Pas to Avoid

Fonolo

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience.

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Video Games versus Customer Service

Taylor Reach Group

by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to a P.O.

Gaming 121
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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. Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (sp

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Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

CX 296
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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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This Will Be the Year of (Really) Building Rapport with Customers

Myra Golden Media

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.

Start-ups 112
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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.

Start-ups 223
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Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.

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The Importance of Customer Satisfaction

Lumoa

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.

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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 to Stay Connected With Your Customers

Win the Customer

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . If you’re confident you have the right team members in place, you need to equip them with the best tools so they can be fully responsive to your customers’ needs.

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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.

CX 115
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Don’t Make Customers Do Extra Work!

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.

CX 110
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Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool

Fonolo

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. And yet, limiting customer service’s definition to that superficial definition ignores a big part of its potential.

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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.