Experience Investigators by 360Connext
JULY 26, 2022
Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program , according to the 2022 State of CX Report from GetFeedback.
ShepHyken
JULY 26, 2022
Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.
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TechSee
JULY 28, 2022
The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 compared to about $8 per live contact. .
Totango
JULY 26, 2022
Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less. This means providing exceptional customer experiences and solutions become top priority, all the while continuing to find ways to increase the value you’re providing, as well.
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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.
Alida
JULY 28, 2022
When customers approach your company, they’re not just looking for a product or service. They’re looking for an experience —one that fully immerses them in your world.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 28, 2022
Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up. This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure performance in a new delivery channel. The problems with this show represent how the implications of the Long Tail in today’s environment dictate changing how we invest in our businesses and experiences, and that ignoring it
Kustomer
JULY 28, 2022
In recent years, the idea of customer service has undergone a transformation. The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset. The modern customer has shrunk their attention span while raising expectations, all the while becoming quick to allow each and every experience to dictate their relationship with a brand.
ChurnZero
JULY 29, 2022
This article was originally published on Forbes.com. Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. Incremental improvements lead to big gains. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%.
BirdEye
JULY 26, 2022
As technology evolves, so does communication – and since the ‘90s, instant messaging has been a major part of how we communicate. Platforms like AOL Instant Messenger made instant messaging accessible to the masses, and today, billions of people use instant messaging to chat at work and during their free time. In this article, we’ll take a closer look at how instant messaging can give your business a boost.
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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.
One Millimeter Mindset
JULY 27, 2022
Do you consistently build or derail client trust in you? What you say to clients, from meeting to meeting, spoken, and written, matters. Because what you communicate, and how you communicate, either constructs or erodes why customers do business with you. One of my mentoring clients regarded each appointment as something to cross off her To-Do list.
CSM Magazine
JULY 28, 2022
According to Redfin, the typical U.S. asking rent passed $2,000 for the first time in May, and in Manhattan rents are skyrocketing to as much as $5,000 a month as COVID-era concessions go by the wayside. Unexpected price tags overnight that just keep increasing keep rent a mainstream conversation, but what do renters think about the highest rent prices in recent years?
ShepHyken
JULY 29, 2022
This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. . You don’t want to wait around for your queries to be resolved.
Totango
JULY 29, 2022
Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .
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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COPC
JULY 25, 2022
Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to forcing people into channels they don’t want to use. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Watch the outcomes from live conversations as experts give practical insight into what does and doesn’t work.
Alida
JULY 26, 2022
Our Q3 release also includes 15 new features to further boost the Alida TXM platform.
SaleMove
JULY 29, 2022
As financial institutions seek to increase small business lending, tools like Digital Customer Service help increase conversions and accelerate business. The post How to Overcome Small Business Lending Challenges appeared first on Glia Blog | Digital Customer Service Explained.
ShepHyken
JULY 27, 2022
One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. So, let’s examine the employee experience to find out what makes employees happy with their jobs. . Some companies conduct exit interviews for employees who have chosen to move on.
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
JULY 23, 2022
We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. There is a compelling and interesting Sci-Fi show on Netflix called “ The OA.” But I don’t recommend watching it.
CSM Magazine
JULY 28, 2022
For UMC, a century-old construction firm known for taking on some of the most complex, ambitious, and challenging projects in the business, from Seattle’s Space Needle to Amazon’s Spheres, there’s no settling for “good enough.”. That standard applies not only to the quality, aesthetics, and safety of the built environments UMC creates, but also to the systems its people use to manage and grow the business.
Playvox
JULY 28, 2022
A contact center is a perfect place for a multigenerational team. There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. Tapping into the capabilities of your multigenerational contact center agents is easier than you think — all it takes is a commitment from you as the leader.
Gainsight
JULY 25, 2022
As the tech market enters a new phase, organizations are determining what’s important during the downturn—and what’s important to their customers. . SaaS companies in particular are asking themselves how to prevent churn and keep their customers happy. But, as Gainsight CEO Nick Mehta recently commented, it’s not always about customer happiness, but stickiness.
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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.
BirdEye
JULY 28, 2022
It seems like just about everyone has received a fake text message. Fake text messages can come from many places, but they all have one thing in common: they’re designed to trick you into sharing your personal information. Fake text messages often come from phony businesses and can be convincing enough to fool anyone. If you’re not careful, fake text messages can lead to identity theft, financial fraud, and plenty of other problems.
CSM Magazine
JULY 27, 2022
For many businesses, the customer journey stops once the ink has dried on a contract or a purchase has been made. But market leaders know that in order to retain current clients and attract new ones, their journey with your business must be a continuous process. Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand.
Quadient
JULY 25, 2022
Aspire Leaderboard Transforms its Grids for an Evolving CCM Market. Marissa Feigen. Tue, 07/26/2022 - 02:35. Every year, the Quadient team, along with our customers, partners, and future customers, eagerly anticipate the updated Aspire Leaderboard. This year’s Leaderboard reflects several major shifts in the industry, with three critical updates that make it easier to plan customer communication transformation projects.
Russel Lolacher
JULY 26, 2022
In this episode of Relationships at Work, Russel chats with workplace violence prevention advisor and consultant Felix Nater on the impacts of violence and non-violent behaviour in the workplace, its impact on culture and steps to avoid it. A few reasons he is awesome – he is the President and Owner of Nater Associates, Ltd. a human resource security management consulting practice, and has more than three decades of federal law enforcement, investigative, program management and security ex
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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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