Zonka Feedback

JANUARY 15, 2024

Imagine a world where businesses decipher customer sentiments, researchers unveil hidden academic gems, and social media becomes an open book of insights.

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2024 Social Media Books Insights 52

CSM Magazine

JANUARY 17, 2024

As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations. There’s been plenty of talking points in 2023; with the explosion of generative AI of course being the main one. However, this year we will see some real change in the industry.

2024 52

2024 Insights Exceptional Customer Service 2023 52

InMoment XI

JANUARY 16, 2024

Artificial Intelligence (AI) is being used by more and more businesses every day. Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations.

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Contact Center Virtual Agent E Commerce E-support 260

eglobalis

JANUARY 18, 2024

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

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Metrics Customer Experience Customers NPS 127

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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?

Customer Experience

C3Centricity

JANUARY 16, 2024

The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.

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Customer Centricity Customer Experience Touchpoint Customers 90

InMoment XI

JANUARY 19, 2024

In an increasingly data-driven world, it is no longer enough to understand the past. Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Whether it’s reducing your cost to acquire a customer, decreasing your churn rate, or anything in between. Your business can use analytics to drive success and improve customer experiences.

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Events E Commerce Retail Insights 260

CX Accelerator

JANUARY 14, 2024

We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.

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2024 Customer Experience Customers 182

ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.

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Customer Service Books Workshop Customer Service Training 141

Blueshift

JANUARY 18, 2024

Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. Customer Data Platforms (CDPs) are designed to tackle this challenge head-on by seamlessly unifying and making customer data accessible for marketers.

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ROI Webinar Blog Insights 106

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

Call Center

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.

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Customer Experience Net Promoter Score Touchpoint Omnichannel 83

SaleMove

JANUARY 19, 2024

Understand the impact of technology integrations that extend the value of your core, foundational fintech platforms and improve customer experiences. The post How to Realize the Full Value of Technology Integrations appeared first on Glia Blog | Digital Customer Service Explained.

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Technology Blog Customer Service Customer Experience 87

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode! Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice.

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Sports Culture Download Leadership 79

Cyara

JANUARY 19, 2024

In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys , 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response is their top priority. More respondents chose those two outcomes than any other, including friendly service, knowledgeable agents, and brand trustworthiness.

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Contact Center 2024 Brands Customer Service 76

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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.

Customers

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.

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Customer Service Technology Interaction Customers 77

Clarivate

JANUARY 19, 2024

Over half of research office leaders say researchers are disengaged. How can you close the gap to win more funding? In late 2023, Research Professional News, an editorially independent part of Clarivate , surveyed research office leaders and staff as well as researchers around the world, taking a close look at the challenges facing them today and in the future.

Engagement 114

Engagement 2023 2021 Communication 114

COPC

JANUARY 15, 2024

COPC Inc. has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

BirdEye

JANUARY 17, 2024

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. And the wrong post at the wrong time can torpedo your brand’s reputation faster than you can say “delete!” That’s why having a structured social media approval process is so critical.

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Social Media Multi-Channel Demo Feedback 107

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

Contact Center

Beyond Philosophy

JANUARY 19, 2024

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.

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Sports Customer Experience Customer Centricity Reference 88

Middlesex Consulting

JANUARY 16, 2024

Customers buy products and services because they need the outcomes they will receive from owning or using them. When the buyer has a choice, they will buy from the company that delivers the most benefits for the lowest cost. At Middlesex Consulting, we define customer value as the buyer’s perception of tangible (economic) and/or experiential (emotional) net […] The post Customer Value and Loyalty are Interchangeable and Fragile appeared first on Middlesex Consulting.

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Loyalty Consulting Customers Customer Retention 78

Kate Nasser

JANUARY 14, 2024

Persistent causes of horrible customer experience & patient experience & how to address them. Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com.

Customer Experience 61

Customer Experience Customers Contact Center Customer Care 61

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

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2024 Article Customer Service Retail 57

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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.

Customer Experience

Team Support

JANUARY 18, 2024

In today's fast-paced business world, customer support is not just a department; it's the backbone of your company. As businesses continue to evolve, so do their customer support needs. This is where TeamSupport software comes into play. TeamSupport is the number one ticketing and live chat solution for customer-centric businesses. What is TeamSupport Software?

Customer Centricity 59

Customer Centricity Customer Satisfaction Insights Customer Insights 59

Optimove

JANUARY 17, 2024

Discover the true value of your customers with our LTV calculator Download Now Why it Matters: As we celebrate Get to Know Your Customers Day, it’s crucial to remember that every day is an opportunity to put the customer first, starting with their data and leveraging AI-powered tools to uncover valuable insights. This will drive personalization, increase customer lifetime value, and cultivate a loyal, engaged customer base.

Loyalty 59

Loyalty 2024 Download Roadmap 59

Cyara

JANUARY 16, 2024

Nobody likes delays, especially when they have a problem that requires urgent assistance. So what happens when a customer attempts to ring your organization, and they are impacted by post dial delay (PDD)?

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Connections Customers Customer Experience 76

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

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2024 Article Customer Service Retail 55

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

Customer Journey