BlueOcean

MARCH 19, 2024

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.

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Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

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Roadmap Culture Leadership Books 200

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses an

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Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Kustomer

MARCH 19, 2024

Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. Pricing: $39 a per month per user on top of your Enterprise or Ultimate plan. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success.

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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

SurveySparrow

MARCH 19, 2024

If you’re looking for a video marketing guide , you’re not the only one. There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Videos are naturally more engaging because people are visual. Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping.

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SurveySparrow

MARCH 19, 2024

We have apps for everything nowadays. Be it ordering food, doing personal training, or purchasing land, there is an app for every occasion. The numbers are so overwhelming in order for your app to be noticed and memorable, you’ll have to provide a superior user experience. How can you do that? In-app feedback. By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience.

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Magellan Solutions

MARCH 19, 2024

Should platforms remove hate speech, misinformation, and explicit content? Or do you prioritize freedom of speech above all else? With so much content shared online, filtering out inappropriate, harmful, or illegal material is essential, making content moderation in social media marketing challenging. About 60% of social media users want more control over the posts they see on their feeds.

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SurveySensum

MARCH 19, 2024

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Picture this : You receive a CSAT survey after your recent purchase at a clothing brand. The survey had only 5 questions but all of them were open-ended questions, I mean who has the time for that? So, naturally, you give one-word answers just to get it over with.

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CSM Magazine

MARCH 19, 2024

Running a restaurant involves a lot more input than just serving delectable dishes and ensuring the decor is on point. It balances strategy, innovation, and understanding the less-talked-about elements that can make or break your business. Diving into the restaurant industry can be a thrilling adventure for those who are up for the challenge. But are you aware of the hidden aspects that are crucial for success?

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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

Forrester's Customer Insights

MARCH 19, 2024

“Hey Count von Count, how do I know if my personalization strategy is working?” It’s difficult for companies to assess because they often measure myopically at the individual point of interaction. But personalization tactics are numerous and diverse across a company, requiring a holistic approach to measurement for a complete view of personalization efforts.

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CSM Magazine

MARCH 19, 2024

Job management software provider BigChange used International Women’s Day as a springboard to unveil a series of new awards. Showcasing its commitment to honouring and uplifting the vital role that women play in the field service workforce, the awards serve as a timely reminder that more women are needed in industries such as heating, plumbing and electrical contracting.

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Forrester's Customer Insights

MARCH 19, 2024

“Hey, Count von Count, how do I know if my personalization strategy is working?” It’s difficult for companies to assess because they often measure myopically at the individual point of interaction. But personalization tactics are numerous and diverse across a company, requiring a holistic approach to measurement for a complete view of personalization efforts.

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Measurement Interaction Marketing Customer Experience 52

CSM Magazine

MARCH 19, 2024

Ever noticed how a single negative Google My Business review can unsettle you? It’s a common sentiment among business owners, signaling a need for action. Instead of seeing it as a setback, view it as an insightful feedback loop offering a clear path to enhance your services or products. Imagine converting a dissatisfied customer into a loyal advocate for your brand, simply by addressing their concerns effectively and genuinely.

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Feedback Customer Satisfaction Loyalty Brands 52

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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

Help Scout

MARCH 19, 2024

It’s time to shift the customer service paradigm again, from “The customer is always right” to “The customer always deserves to be helped.

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Article Customers Customer Service 44

Zeisler Consulting

MARCH 19, 2024

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind. There was a discrepancy and I kept repeating my point with every new escalation (I was passed off from one department to anther a couple times, and then up the supervisory chain).

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Hospitality Brands Article Interaction 93

Helpware

MARCH 19, 2024

While cloud-based solutions have been around for quite some time now, (especially for the digital-centered industries), their most recent applications do bring a fresh and innovative conversation to the table.

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Innovation 85

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” “We may have enough opportunities, but are they large enough in terms of projected revenue? What is our go-get?” “Are we progressing these opportunities through our pipeline process towards close?

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Sales Roadmap Culture Management 111

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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

Zonka Feedback

MARCH 19, 2024

In today's customer-centric business world, understanding your audience is crucial. However, traditional feedback methods can be time-consuming and disconnected from your existing workflows. Enter Salesforce surveys: a powerful solution that lets you gather valuable customer insights directly within your CRM platform.

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Customer Insights Insights Customer Centricity Feedback 52

CSM Magazine

MARCH 19, 2024

Folk wisdom tells us that you have to spend money to make money. However, we live in a time when this old saying is not necessarily true. Today, multiple apps provide opportunities to earn without making any notable investments. If you are looking for such a way to make some money, Pawns.app , which is itself among the leaders in this regard, has compiled a helpful list of apps that can help you out.

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Optimove

MARCH 19, 2024

Thank You Thanks for signing up! We’ll be in touch soon with details on accessing the community. In the meantime, check out some of our awesome content: Recommended Content Gartner: Optimove #1 in Journey Orchestration Discover how Optimove clients personalize marketing to customer preferences and life cycle stages Discover how Optimove’s AI capabilities accelerate Scientific Games’s growth, elevate personalization, and increase revenue Optimove Report: 2024 Consumer Perspectives on AI-Driven Br

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Uplight

MARCH 19, 2024

For Uplight, our B corp status is a critical component of our mission and company culture— we are dedicated to using business as a force for good by enabling the clean energy transition. We’re also committed to building an inclusive and equitable community through our clients, our partners, and within our workplace. We achieved certification Read More The post More Impact for the Planet As a B Corp appeared first on Uplight.

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Culture 52

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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

DemandJump

MARCH 19, 2024

When it comes to on-page SEO, the three most important elements to consider are content quality, site layout, and HTML. Learn more about all three here.

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Marketing 52

Forrester's Customer Insights

MARCH 19, 2024

Computer vision platform providers craft or assist users in developing algorithms, tools, and solutions that enable computers to see, analyze, and make sense of visual information. From recognizing faces in a crowd to getting insights from videos and images, these providers are the architects behind the scenes, building the bridges between pixels and purpose.

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Circular Edge

MARCH 19, 2024

Quest Oracle Community recently hosted JD Edwards Week: Gamechangers, featuring focused panel discussions, customer success stories, Oracle updates, and more. The week also featured CE and AtomIQ case studies about how customers are leveraging the latest Release 23/24 capabilities, Orchestrator, Warehouse Management solutions, Mobility , etc. to transform their businesses.

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Forrester's Customer Insights

MARCH 19, 2024

Yesterday, we released The Forrester Wave™: Application Modernization And Migration Services, Q1 2024. We looked at the top 15 vendors in the market and evaluated them across 25 criteria. Demand for assistance continues to propel interest in modernization and migration services, as the focus continues to shift toward the former at the expense of the latter.

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement