Sat.Sep 29, 2018 - Fri.Oct 05, 2018

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CRM + CEM: The Perfect Pairing to Empower Frontline Agents and Uncover Predictive Insights

CloudCherry

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Great by themselves, but amazing when combined. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually b

CEM 249
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What Kind of Customer Experience Leader Do You Need to Be?

Experience Investigators by 360Connext

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.

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Building the Contact Center SOW: The Framework for Success

BlueOcean

You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an unwritten set of rules or assumptions or, sooner or later, that relationship will come under serious stress.

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A Look Back at Dreamforce 2018

GetFeedback

Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. Dreamforce 2018 was a blast from start to finish. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible.

2018 150
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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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CRM + CEM: The Perfect Pairing to Empower Frontline Agents and Uncover Predictive Insights

CloudCherry

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Great by themselves, but amazing when combined. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually b

CEM 244

More Trending

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4 Strategies to Improve Customer Experience in the Airline Industry

Customer Bliss

Though many of us may enjoy out-of-town excursions that require a flight, we’re often a little less enthusiastic about the thought of the airport or the in-flight experience. Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest A

Airlines 176
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3 Ways Digital Twin Technology is Transforming Customer Support

TechSee

A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace.

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Take Your Customers Where They Need to Go, Not Where They Want to Go

ShepHyken

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: “ Good leaders don’t take people where they want to go. They take them where they need to go.”.

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Celebrating CX Day Superheros

InMoment XI

Happy CX Day 2018 from all of us here at MaritzCX! On this day, we love to celebrate the tireless efforts of those who make great customer experiences happen. Our customers and employees deserve recognition for their outstanding CX efforts and expertise, because not all heroes wear capes! In honor of CX Day, we’d like. View Article.

2018 150
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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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How to Create Your Customer Journey Map and Optimize the Touchpoints

Retently

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. And if those numbers aren’t a huge concern, consider this – it normally takes 12 positive experiences to make up for a negative one. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

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What Kind of Customer Experience Leader Do You Need to Be?

Experience Investigators by 360Connext

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.

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Amazing Business Radio: Shep Hyken

ShepHyken

The Convenience Revolution. How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted!

Books 112
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4 Keys To Delivering Outstanding Customer Service

Omnicus

Customer service improves customer retention and boosts your bottom line.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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How to Improve CX at Every Level of the Organization Through Personal Responsibility

Customer Bliss

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day. . The following is a lightly edited transcript of the video below.

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Creating and Sustaining a Customer Centric Culture

Beyond Philosophy

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.

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5 Top Customer Service Articles for the Week of October 1, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. (Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage bu

2018 19
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The Ultimate CX Infographic, 2018

Experience Matters

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format. The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®.

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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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Why I Fired Allstate

Customer Enthusiast

On June 19 th of this year there was a significant hailstorm in my neighborhood that damaged dozens of roofs and automobiles. My Allstate agent texted me on the same day – impressive – and asked me whether or not we had been affected by the storm. One thing led to another and within a matter of weeks a roofing contractor and an Allstate field rep met at my home to examine the roof.

Insurance 133
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3 Ways Departmental Factions negatively impact Customer Delivery

One Millimeter Mindset

Each day, departmental factions negatively impact workplace productivity and profitability. Eventually, factions perpetuate subtle assumptions. Over time, assumptions become dogma and are hard-wired into decision-making that impacts how we deliver to customers. As a result, we continue to underserve colleagues as well as clients. Departmental factions negatively impact customer experience.

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Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. Amazon’s success over the last two decades has permanently reshaped retail. Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard.

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Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

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The Ultimate Guide to Monetizing Customer Learning

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.

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6 Tech Advances That Will Enhance Customer Experience

Answer Dash

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability to expand service offerings and enhance customer experience. In this article, I will highlight 6 recent tech advances and how some businesses are already using them to influence the customer experience. #1.

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3 Professional Habits which tether Us to Yesterday

One Millimeter Mindset

Everyone has professional habits: some good and some not so hot. The good habits are the ones we rely on, time after time. Because good, solid professional habits are the core foundation of our professional success. Not only that. Solid professional habits, once honed and fine-tuned, create the customer experiences critical to customer success and customer retention.

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Brainstorming: Design Thinking vs. Science

Heart of the Customer

This may not seem like a CX-related post, but bear with me a minute. I attended a fabulous CXPA event on CX Day this week. Laurie Englert (full disclosure: she’s a client), the VP of Customer Experience at Legrand’s AV Division, shared how her team uses design thinking. We then applied those skills to strategize […]. The post Brainstorming: Design Thinking vs.

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eBook: Humanizing Customer Experience

Experience Matters

Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.