Bill Quiseng
DECEMBER 6, 2023
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 fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.
ShepHyken
DECEMBER 6, 2023
In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.
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CSM Magazine
DECEMBER 6, 2023
Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Almost every organization is evaluating generative AI (GenAI) solutions and trying to figure out how to leverage the technology to drive business value today, rather than waiting for the future.
SurveySensum
DECEMBER 6, 2023
Ever found yourself wondering w hy some businesses flourish while others struggle to keep up? Imagine your business as a vibrant garden, with customers as the colorful blooms. But, here’s the thing – how do you ensure your garden is thriving? — Enter the Customer Health Score – the secret sauce that successful businesses swear by. It’s like a fitness tracker for your customer relationships, telling you when things are blooming or need a little extra care.
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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.
CSM Magazine
DECEMBER 6, 2023
For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. However, delivering excellent customer service requires more than just hiring people and having the necessary tools.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Forrester's Customer Insights
DECEMBER 6, 2023
Follow our advice to find and fix problems and create better experiences for your customers this holiday season.
Nasuni
DECEMBER 6, 2023
Ada Anderson dives into the 2023 Nasuni Customer Holiday Gift Guide, highlighting incredible customers that provide inspiration from all facets of the retail market and sell the perfect gifts for just about anyone in your life.
Clarivate
DECEMBER 6, 2023
By the year 2030, it is likely the legal space will look and operate differently to today, resulting in reshaping the way IP professionals at law firms and in-house councils work. What could this mean for the future of the IP legal profession? Today’s global workforce is experiencing significant, swift and continuous shifts. Customer needs are evolving.
Uplight
DECEMBER 6, 2023
The opportunity for virtual power plants (VPPs) markets is huge. DOE predicts, for example, that VPPs could serve 20% of peak load and save $10B in annual grid costs by 2030 by displacing traditional (peaker) generation. Moreover, as numerous market observers have pointed out (see here, here, and here), VPPs will be an essential part Read More The post Want to scale up residential Virtual Power Plants (VPPs)?
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
SmartKarrot
DECEMBER 6, 2023
In a recent Kaffeine & Karrots conversation, I had the pleasure of discussing the intricacies of Product-Led Customer Success (CS) with Jolyn Isabelo, Head of Onboarding & Scaled Success APAC at MongoDB. As organizations increasingly recognize the pivotal role of customer outcomes, mastering Product-Led CS has become a fundamental strategy for leveraging usage insights, triggers, and product-centric onboarding to drive success.
Help Scout
DECEMBER 6, 2023
Generative AI can easily handle basic questions like “What does Customers Helped mean in my email report?”— but even then it often feels like something is … missing. Here's how to benefit from AI tools without lowering your quality bar.
Optimove
DECEMBER 6, 2023
On August 16, 2023, Gartner announced that it had placed “Generative AI on the Peak of Inflated Expectations on the 2023 Hype Cycle for Emerging Technologies.” Gartner notes that the Hype Cycle for Emerging Technologies is unique among Gartner Hype Cycles because it distills key insights from more than 2,000 technologies and applied frameworks that Gartner profiles each year into a succinct set of “must-know” emerging technologies.
customer sure
DECEMBER 6, 2023
In today’s complex and competitive business landscape, success is not just determined by the quality of products or services offered. Customer experience has increasingly become a key differentiator that can make or break a business. Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focus
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The 5 Essentials of a CX-First Platform 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?
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Forrester's Customer Insights
DECEMBER 6, 2023
We recently completed The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, covering what is also known as enterprise performance management (EPM), financial planning and analytics (FP&A), or extended planning and analytics (xP&A). This is the first time that we’ve updated this Wave since 2016, and a lot has changed!
CSM Magazine
DECEMBER 6, 2023
CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models.
Forrester's Customer Insights
DECEMBER 6, 2023
A new internet is rising. As customers seek faster, more dynamic digital experiences, businesses must build applications capable of serving those customers with lower latency, and with personalized and geographically relevant content.
Clarivate
DECEMBER 6, 2023
Students and researchers can easily locate new sources of research on diverse topics with the enriched ProQuest Dissertations & Theses Citation Index, as well as easily showcase their work and monitor impact over time. An academic career can be rewarding, but also marked by high stress [1]. Today’s researchers are challenged to balance multiple priorities and deadlines – from securing adequate funding for their work, to meeting the demands of a full teaching workload — all while publishing r
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Forrester's Customer Insights
DECEMBER 6, 2023
The Forrester Wave™: Managed Detection And Response Services In Europe, Q4 2023, went live earlier this week and is our first evaluation of the managed detection and response (MDR) space focused on the European market. In Europe, data sovereignty demands drive distinct European service requirements to which MDR service providers have had to respond.
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