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.
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. .
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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.
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.
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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?
Optimove
JANUARY 10, 2023
We want to make retention marketing a priority. So where to start? Providing top-notch customer service is a must these days, to keep traders happy, engaged, and active, where traders have high expectations, low levels of patience and infinite options. Offering bonuses is all well and good, but we all know there are problematic traders who will take the bonus and run.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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 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. .
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.
Comm100
JANUARY 11, 2023
The State of Automated Customer Service in 2023. Competition is at an all-time high. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.
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
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.
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.
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.
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.
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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.
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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.
Playvox
JANUARY 12, 2023
No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Adding remote work or a hybrid setup to the mix can make things even tougher. But does it have to? Why Agents Want To Work Remotely — And Why You Should Let Them. Remote and hybrid work are no longer hard-to-find benefits in customer support centers.
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. .
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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.
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.
Feedbackly
JANUARY 13, 2023
Startup brands are always keen on learning how to attract and retain customers. While there’s no one-size fits model to keep customers happy, understanding your customers in and out can certainly help. This is where the customer journey comes in handy. What is customer journey? A customer journey , also known as the buyer’s journey, is a core element of any CX strategy.
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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.
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.
MyCustomer
JANUARY 9, 2023
Engagement How Barnes & Noble has turned around its fortunes
CSM Magazine
JANUARY 11, 2023
The customer experience manager is responsible for developing and managing the overall customer experience strategy for a company. They work to ensure that all touchpoints with customers are positive and in line with the company’s brand. In this role, they are also responsible for managing customer feedback and constantly improving the customer experience.
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.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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