BirdEye
JULY 24, 2023
Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. Further, Barclay estimates that optimizing for the feedback economy could yield a $3.2 billion opportunity in the next decade in the UK alone. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities.
TechSee
JULY 24, 2023
In the contact center world, hold time is often seen as a negative thing. Agents want to get customers off hold as quickly as possible, and customers want to be able to speak to an agent right away. However, what if hold time could be turned into a positive thing? What if hold time could be used to improve the customer experience and even help to resolve issues more quickly?
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Thematic
JULY 24, 2023
Keen to understand the difference between qualitative vs quantitative data? There are many types of data out there! Understanding the best ways to use both qualitative and quantitative data can help you make better decisions and gain deeper insights. In this post, I’ll take a closer look at these two types of data, exploring their differences, strengths, and how they can work together to provide a comprehensive understanding of complex issues.
Beyond Philosophy
JULY 22, 2023
At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast, the subject becomes complex under scrutiny. Our motivation to discuss authenticity stems from a podcast listener’s request. They find themselves grappling with authenticity in their experience and want to know how to improve and leverage it to generate growth with their customers.
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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.
Team Support
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JULY 27, 2023
Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Disclosure: This item uses an affiliate link to Linkedin Learning.
Retently
JULY 28, 2023
How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? The second approach definitely sounds more complex, expensive and demanding in terms of effort.
ShepHyken
JULY 25, 2023
Empathy in Customer Service I’m sorry for the somewhat morbid title, but I wanted to catch your attention. Here is a short version of the story that sets up this week’s Shepard Letter. A friend shared that one of his in-laws passed away a few months ago. Afterward, the family tried several times to cancel a newspaper subscription, but the publisher’s customer service agent kept saying, “No.
TechSee
JULY 24, 2023
No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience. Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolu
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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.
Feedbackly
JULY 27, 2023
A hassle-free and low-effort experience is often one of the core expectations that customers have when dealing with a business. They prefer brands that are intuitive, ever-ready, and accessible. Exceeding such expectations help businesses stay at the forefront of the market with a strong and loyal customer base as their driving force. When measuring customer effort, CES has been a leading metric adopted by both startups and established businesses.
kommunicate
JULY 28, 2023
Last Updated on July 28, 2023 Product engagement acts as a key indicator of customer satisfaction and loyalty in any business. It shows how deeply users interact with your product, highlighting their level of interest, adoption, and ongoing value. Without tracking your product engagement, you’re essentially flying blind. As a Founder/CEO, you can’t answer the [.
Magellan Solutions
JULY 24, 2023
How businesses operate has been transformed by combining remote work and outsourcing. It has led to the emergence of remote work outsourcing strategies. Remote work has become famous due to technological advancements and changing work preferences. Remote work refers to working outside of a traditional office setting. Businesses have been adopting outsourcing to save costs and access specialized expertise.
Integrity Solutions
JULY 25, 2023
The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. From cybersecurity threats to the rise of credit unions, from the growing importance of customer experience to the challenges of digital transformation, banks must adapt and address these issues to remain competitive and build trust in an ever-changing financial landscape.
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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Heart of the Customer
JULY 24, 2023
Partnering with Heart of the Customer, the leading customer experience consulting firm, offers numerous competitive advantages for your organization. Our team specializes in enhancing the customer journey, providing not only expert advice on best practices, but also a practical roadmap to help you achieve your financial goals and improve customer engagement.
West Monroe
JULY 24, 2023
Listen to "Best of Season 2" on Spreaker. About the episode In this special episode, we’ve compiled some of our favorite moments from Season 2. Our host, Rissa Reddan, shares her takeaways from this season and previews season 3. Featuring Rissa Redan As West Monroe’s Chief Marketing Officer, Rissa Reddan leads a team of more than 30 in corporate marketing, industry marketing, client marketing, and marketing services roles whose work directly influences the firm’s strategy and i
Magellan Solutions
JULY 24, 2023
Content writers and copywriters are expected to produce high-quality blogs, social media posts, whitepapers, and other content forms, helping businesses capture the attention of their target audience. Because companies continuously accelerate their digital transformation efforts, they rely on content creators to help them curate compelling outputs that generate leads and boost sales.
Blueshift
JULY 25, 2023
AI continues to make a significant impact in the marketing world, revolutionizing the way marketers operate and achieve their goals. Today’s modern marketers are taking advantage of AI to streamline processes, optimize strategies, and enhance customer experiences. With a wide range of use cases, AI has proven its effectiveness in various aspects of marketing, from delivering personalized recommendations to data-driven decision-making and more.
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.
Comm100
JULY 27, 2023
Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. But despite its prevalence, not enough has been done within education to facilitate successful academic careers.
The DiJulius Group
JULY 24, 2023
In most businesses, the front-line employee typically gets the recognition and glory. They include Account Executives, IT Techs, Consultants, Doctors, Lawyers, and Accountants. They are also the ones who immediately see the impact they have on customers. However, for those we refer to as invisible service providers, e.g., support teams, admins, receptionists, contact center, warehouse, Read Full Article The post How Team Members Can Be Inspired To Understand the Impact They Have On Customers ap
ShepHyken
JULY 28, 2023
This week, we feature an article by Jessica Collier , VP of Growth Marketing at Assembly Software. She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them.
ClearAction
JULY 23, 2023
B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches.
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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.
Upstream Works
JULY 25, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Ways AI Enhances Contact Center Reporting appeared first on Upstream Works.
Helpware
JULY 25, 2023
Listening to the voice of the customer is crucial. Detailed VOC analytics will improve customer experience and give you a leg up on the competition.
ShepHyken
JULY 24, 2023
Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience.
ClearAction
JULY 28, 2023
Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus of CX Day 2023 ! A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success.
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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.
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