InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. Integrated CX isn’t a new concept by any means, and InMoment is not so bold as to say we invented the concept. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

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BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role?

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Genroe

OCTOBER 4, 2023

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin? What can you even […] The post The Critical Differences: Qualitative vs.

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CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. For centuries, merchants have been offering special tokens that repeat customers could redeem for goods. Today, stamps, vouchers and coupons have mostly been replaced by apps and digital methods of tracking customer engagement.

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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.

Customer Experience

SAP Customer Experience

OCTOBER 4, 2023

? Calling all tech enthusiasts! ? Join us for the upcoming Labs Talk Community Call where we’ll be diving deep into the world of Generative AI for Customer Experience. Our special guest, Jeffrey Hajewski, SAP CX AI Engineer, will be sharing his insights on LLM Prompt Engineering, Vector Databases, dealing.

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Magellan Solutions

OCTOBER 4, 2023

MISLEADING PERCEPTION: Social media is the newest and most effective way to gain leads this 21st century. This isn’t 100% true, nor is it false. Reality is, many are still wobbly about social media advertisements because of the numerous cyber fraud cases. Despite the shift to online transactions in the business realm, many customers and businesses still want to close the deal personally.

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The DiJulius Group

OCTOBER 4, 2023

Among The DiJulius Group’s consulting clients is Standard Aero, one of the world’s largest independent maintenance, repair, and overhaul providers for business aviation, commercial aviation, military, and industrial power customers. Like a growing number of organizations, it has a Customer Advisory Board (CAB). I had the good fortune of recently speaking at Standard Aero’s annual.

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SAP Customer Experience

OCTOBER 4, 2023

Hello everyone, I’m glad to announce the release of our updated Instructor Lead Training course for SAP Commerce Cloud Backoffice Framework. In this blog post, I will present you a short description for this course, which changes we made on this release, and how you can access its content. C4H365.

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Kapta Customer Success

OCTOBER 4, 2023

How do drive greater team results? Change the way you think about your goals. Learn a different way to think about goals so you can achieve more, faster.

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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

Call Center

Gainsight

OCTOBER 4, 2023

In less than a year, generative AI has radically transformed the way we work, learn, and interact. This is especially true in the world of business, where gen AI has revolutionized the way we develop and work with software. Users have an expectation in today’s Customer Success Management Platform market that their vendor will have gen AI built into their platform in a meaningful way, but many vendors simply lack maturity with AI.

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Knowmax

OCTOBER 4, 2023

The 8 best Google Docs Alternatives For 2023 1. Knowmax 2. Confluence 3. Quip 4 Dropbox Paper 5. Zoho Docs. 6 Notion 7. Slite 8.

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kommunicate

OCTOBER 4, 2023

Last Updated on October 4, 2023 What is Viber? Developed by Rakuten, Japan, Viber is a messaging app that also allows you to make audio and video calls, send voice messages, video messages among others. The app is free to download on the Google Play Store and the App store, and has an estimated user [.] The post How To Integrate Viber Chatbot With Kommunicate – A Step By Step Guide appeared first on Kommunicate Blog.

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CSM Magazine

OCTOBER 4, 2023

Manual certificate management is on its last legs in 2023. Before 2015, IT teams had the luxury of time on their side – once you issued a certificate, you didn’t have to worry about it for the next 5 years. That window was cut short to 3 years in 2015, then 2 years in 2018, and finally to just 13 months in 2020. Now, Google has announced its plans to reduce the validity of SSL/TLS certificates to just 90 days.

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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?

Customer Experience

Zonka Feedback

OCTOBER 4, 2023

The success of your business largely depends on understanding intricate patterns of consumer behavior and industry trends. Conducting market research can help to discover both big and small details about the market and make data-driven decisions. It allows you to make smart decisions by understanding things that others might overlook.

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Forrester's Customer Insights

OCTOBER 4, 2023

Year on year, Forrester’s annual Priorities Survey shows that growth is the number one priority for CEOs and most C-suite executives. And today, technology is a powerful driver of growth — if the organization fully harnesses its technology assets and operations.

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Braze

OCTOBER 4, 2023

Today, we’re excited to say that Braze was named as a Leader by Gartner® in Magic Quadrant™ for Multichannel Marketing Hubs.

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Forrester's Customer Insights

OCTOBER 4, 2023

The retail holiday season is already well underway, and to help you prepare for your busiest season, we’re kicking off our fifth annual “Holiday Prep” blog series.

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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.

Customers

Currency Alliance

OCTOBER 4, 2023

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. Large brands with their own loyalty program typically invest heavily to integrate the loyalty platform into one or more POSs, but for smaller and medium-sized companies, this is often out of reach in terms of cost and technical complexity. The result is that it can be difficult for a retailer to deliver a smooth customer experience when identifying their own loyalty program members, or customer

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Forrester's Customer Insights

OCTOBER 4, 2023

In 2023, authorized push payment fraud has become increasingly prevalent globally, with a particularly heavy impact in APAC. While it’s become standard practice to use AI to identify these intricate fraud patterns, fraudsters are also aggressively using new AI technologies including generative AI (genAI).

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Clarivate

OCTOBER 4, 2023

Royal Philips is a leading health technology company focused on improving people’s health and well-being through meaningful innovation. Philips’ patient- and people-centric innovation leverages advanced technology and deep clinical and consumer insights to deliver personal health solutions. To manage their extensive IP portfolio, Philips has a robust Intellectual Property & Standards (IP&S) organization.

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Forrester's Customer Insights

OCTOBER 4, 2023

Are your marketing and sales functions aligned? It may depend on who you ask. Business and technology decision-makers who work in sales are almost twice as likely as those in marketing to say that marketing operates independently or is minimally aligned with other internal functions.

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

2020 Research

OCTOBER 4, 2023

We’ve all experienced the consequences of bad business business decisions—they can come with quite a hefty price tag! That’s why the decision-making process often turns into a lively battlefield, with endless debates and sometimes passionate arguments. Gone are the days of a single visionary at the wheel, making organizational choices in solitary isolation.

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