Beyond Philosophy

JULY 12, 2024

Customers can tell you why they do something, But they might be wrong. It’s not that customers are stupid. No, it is quite the contrary. Customers’ thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights cust

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ROI Customer Experience Social Media Customer Satisfaction 88

Heart of the Customer

JULY 12, 2024

Customer Journey Mapping is often the first step in developing a customer experience program. This webinar breaks down what is a Journey Map, what it does, and how to make it most effective. The post What is a Customer Journey Map? appeared first on Heart of the Customer.

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Customer Journey Mapping Customer Journey Webinar Customers 78

CSM Magazine

JULY 12, 2024

What exactly does a Customer Experience Manager do, and how do they contribute to a company’s success? Let’s find out. According to research by Zippia, more than 2,670 companies in the United States have a Customer Experience Manager overseeing their customer experience initiatives. As companies wise up to the importance of keeping customers happy, this role has shifted from a supporting player to a starring role, with businesses seeking out experts who can make it happen.

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Customer Experience Management Management Customer Experience Net Promoter Score 52

VDS

JULY 12, 2024

Genesys Agent Copilot is a tool designed to streamline customer support by automatically providing agents with relevant knowledge articles and information during customer interactions. This system uses advanced AI to analyze the context of each interaction, ensuring agents have the right information at their fingertips, reducing response times, and improving overall customer satisfaction.

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Customer Satisfaction Article Interaction Customers 52

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Brad Cleveland Blog

JULY 12, 2024

Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience. In this video from my LinkedIn Learning course Customer Service: How to Manage Your Customer … Continue reading → The post The Seven Factors of Customer Tolerance appeared first on Brad Cleveland.

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Customers Customer Service Management Contact Center 52

The DiJulius Group

JULY 12, 2024

How to Deliver Effective One-on-One Meetings with Your Employees *The following article on delivering effective one on one meetings is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Why One-On-One Meetings Can’t Be Optional Typically, when we consult with an organization, two things.

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Books Consulting Employee Experience Article 77

Amplifai Coaching Category

JULY 12, 2024

Call Center Quality Management Best Practice Guide: Learn about the definitions, differences, benefits, challenges, and how call center quality management software can help perfect your quality management strategy.

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Call Center Management Definition 52

Brandwatch CX

JULY 12, 2024

Maximize your social media management efforts with proven tips. Streamline your strategy, optimize processes, and unlock the full potential for success.

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Social Media Management 52

Braze

JULY 12, 2024

Discover the best practices that can take your holiday marketing to the next level with our new strategic guide.

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Marketing 59

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Brandwatch CX

JULY 12, 2024

Maximize your social media management efforts with proven tips. Streamline your strategy, optimize processes, and unlock the full potential for success.

Social Media 52

Social Media Management 52

CSM Magazine

JULY 12, 2024

The next evolution of human-machine interaction could bring about real, unprecedented synergy between humans and machines – with CX as the obvious beneficiary, writes Avaya’s Tvrtko Stosic. Traditionally, people have interacted with technology via strict, well-defined commands used to complete narrowly specified tasks. In customer service cases, this resulted in traditional IVRs, through which customers gave commands via touchtone user interfaces to get at their desired information or to perform

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Interaction Technology Definition Consulting 96

SurveySensum

JULY 12, 2024

Choosing an NPS software for your small business can seem to be a daunting task. You need to consider efficient features, reliability, scalability, and how comfortable your team is with using the tool. And of course, the software should not burn a hole in your pocket. Finding the right NPS software sure is a challenge! But no matter what, you need an NPS software.

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NPS 2024 Multi-Channel Demo 52

Daniel Group

JULY 12, 2024

Transforming Customer Experience at Wagner Equipment: Insights from Kestly Miller In this interview, Lynn Daniel and Kestly Miller, Customer Experience Manager at Wagner Equipment Company, discuss The importance of improving CX programs The challenges faced in implementing CX strategies Wagner Equipment’s progress in enhancing CX Lynn Daniel: What are people doing to make a difference in cx?

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Insights Customer Experience Customers Leadership 52

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience