InMoment XI
JANUARY 12, 2023
Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. For several years, it was also one of four economic pillars (along with customer acquisition , customer retention, and lowering cost to serve) my colleagues and I used to frame customer experience (CX) programs for our clients.
Experience Investigators by 360Connext
JANUARY 10, 2023
What would success look like in a year? Let’s imagine a year from today…. Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey.
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ShepHyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. .
Alida
JANUARY 12, 2023
Like many advertisers, your company has probably been fed a healthy diet of digital cookies for years. Now, however, the menu is changing—and so are your customers’ data preferences.
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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.
Bill Quiseng
JANUARY 11, 2023
Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media. They’re telling everyone, even complete strangers. If they’re not talking no class, then they’re just not talking about you at all.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
JANUARY 11, 2023
Social media is a daily part of our lives, but many companies still have questions about it. How do you use it effectively? What are the rules for posting content? How can you protect your data and privacy online? These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions.
Team Support
JANUARY 13, 2023
Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience. By regularly tracking customer health, businesses can make informed decisions that lead to increased customer satisfaction, retention, and revenue.
CSM Magazine
JANUARY 9, 2023
Business managers and CEOs understand the importance of good customer satisfaction. Without proper customer relationship management, a company can attract lots of negative customer reviews. This guide covers some ways of improving customer relationship management with phone calls. Using Interactive Voice Response Systems. Interactive voice systems or IVRs are automated telephone systems that allow customers to interact with a company without being connected to an operator.
TechSee
JANUARY 12, 2023
Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. The savings and CX impact has been incredible. Visual AI has dramatically improved everything from end-user self-service containment rates to NPS and first-time-fix rates in the field.
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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.
Kustomer
JANUARY 9, 2023
Immense changes and pressures are a reality for many businesses, and doing more with less is no longer optional. Quick service is one of the top three most valued customer service attributes. When it comes to building customer loyalty, every interaction matters. Ensuring your team can deliver exceptional support while staying efficient is no longer a nice-to-have, but now essential for your business to succeed.
IntouchInsight
JANUARY 13, 2023
Happy new year! At Intouch Insight, we’re excited for what 2023 will bring for us and our partners. And we’re kicking it off with an all-new Customer Experience (CX) Toolkit.
ShepHyken
JANUARY 13, 2023
This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.
TechSee
JANUARY 9, 2023
Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words. The proliferation of incredibly capable smartphones and IoT devices enables today’s field organizations to better support, guide, optimize and even virtualize their operations. .
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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ClientSuccess
JANUARY 11, 2023
The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations.
COPC
JANUARY 10, 2023
By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. In my experience, this is the foundation of the employee experience and can be the catalyst that impacts employee work behavior and the level of customer service they offer customers.
Eptica
JANUARY 13, 2023
Date: Friday, January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Understanding the options for call recording in Microsoft Teams Published on: January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
One Millimeter Mindset
JANUARY 11, 2023
How would others describe your professional intensity during your interactions with them? On one hand, the strength, energy, or feelings which you create can inspire, catalyze, and drive people to move forward. Alternatively, the strength, energy, or feelings you create can make people want to mentally run for the exit door – even though they diplomatically keep smiling and nodding their heads.
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.
Beyond Philosophy
JANUARY 7, 2023
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement.
COPC
JANUARY 13, 2023
Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training. Select contact centers add structured performance reviews and development programs to ensure their employees’ professional growth and to increase the likelihood of staff staying with their organization. .
MyCustomer
JANUARY 12, 2023
Engagement How CX leaders make CX a company-wide concern.
ChurnZero
JANUARY 10, 2023
No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. This essential aspect of your job can also be one of its most time-consuming. That’s why, today, ChurnZero launched Customer Success AI , an incredible way to supercharge your customer communications and develop impactful new approaches to the work you do.
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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.
CSM Magazine
JANUARY 9, 2023
Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange. Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.
Beyond Philosophy
JANUARY 12, 2023
What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything. However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space.
The DiJulius Group
JANUARY 9, 2023
On January 15th, 2003, my first book, Secret Service: Hidden Systems That Deliver Unforgettable Customer Service, came out. Secret Service detailed how we had built John Robert’s Spa, known locally in Northeast Ohio, into a brand with superior customer service as the single biggest competitive advantage. JR Spa’s rapid growth was getting a lot of. Read Full Article.
ShepHyken
JANUARY 12, 2023
This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.
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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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