Sat.Sep 16, 2023 - Fri.Sep 22, 2023

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7 Common Mistakes CX Leaders Make (And How To Avoid Them!)

Experience Investigators by 360Connext

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. It’s understandable for CX leaders to want to address everything, everywhere, all at once. Along the way, however, we’re bound to spread ourselves too thin and lose sight of our greater customer experience vision (myself included!).

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Playing to Win in Customer Service

ShepHyken

One of the more enjoyable activities in my life is playing hockey. When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring.

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10 Critical Customer Experience Statistics You Must Not Overlook

Win the Customer

As we delve into the insights learned from customer experience trends, it’s evident that experience continues to be a driving force behind brand loyalty, customer retention, and ultimately, business success. In today’s hyper-competitive business landscape, providing exceptional customer experiences has become a non-negotiable priority for businesses across industries.

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Is the Customer Service Recession Ending?

The DiJulius Group

Since the middle of the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and products have been frustrated during these tough times. Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on.

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2024 State of Customer Education Report

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.

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9 Strategies to Improve Customer Retention Rate in 2023

SurveySensum

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business. This shows the high cost of customer acquisition and how, at times, businesses fail to recoup their initial investment.

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Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments

eglobalis

Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments The post Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments appeared first on Eglobalis.

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Meet Sophie AI: The Future of Service

TechSee

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend. As you chat, you read your friend’s facial expressions and listen to the tone of their voice.

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[Experience Action Podcast] Prioritizing with a CX Charter

Experience Investigators by 360Connext

”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?” A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. It helps ensure you’re all on the same page (pun intended).

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Mastering the Retail CX Landscape: A Deep Dive into NPS Trends

InMoment XI

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries. Based on responses from over 32,000 consumers, we have uncovered invaluable insights that reveal how certain brands are performing.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Forrester Finds AI Used in Marketing by Two-Thirds of B2B Brands

CSM Magazine

The digitisation of marketing has ushered in an era of unprecedented possibilities. Central to this evolution is the adoption of Artificial Intelligence (AI). AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.

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What is Inbound Telemarketing?

Magellan Solutions

Customer support is essential to building customer loyalty and enhancing customer experience. In fact, 84% of businesses that give importance to customer service tend to have an increase in revenue. However, attaining exceptional customer service is still a challenge for most businesses. Some focus their marketing efforts on reaching out to customers randomly to sell their products or services.

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How to Select the Best CX KPIs

Feedbackly

CX KPIs quantify the success of your Customer Experience (CX) efforts. They can help you understand how well you cater to customer expectations and what to focus on to do better. When it comes to KPIs, the list is long, with C-SAT, EVI®, NPS, and CES dominating the realm. But do you need everything? Certainly not, especially if you are just starting to integrate them.

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8 customer testimonial examples and how to use them

delighted

Attracting customers in a competitive market can feel like an uphill battle. So, how do brands stand out from the competition? One powerful tool in today’s marketplace is customer testimonials. By highlighting the positive experiences of customers on your website or other online platforms, you can validate your brand’s awesomeness to potential customers and persuade them to purchase from you.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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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Leaning into integration: The key to unlocking enterprise revenue growth

Totango

Announced during our flagship event, Totango Live! , we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. “Totango believes being an open

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Telesales vs. Telemarketing: Optimizing Telephone Strategies for Business Success

Magellan Solutions

Telesales and telemarketing are important parts of selling and promoting products or services. When they work together, they can attract and keep customers, which is great for your organization’s success and making money. In 2019, telemarketing calls alone had a success rate of 8.21%. This shows how effective this strategy can be for growing a business.

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Boosting Customer Satisfaction with Quick and Consistent Responses

ShepHyken

Top Takeaways: In today’s fast-paced world, customers expect timely responses across various communication channels. Whether it’s email, phone calls, or social media, consistent and efficient interaction is essential to meet customer expectations. Speaking of customers expecting quick and timely responses, if they wanted to wait, they would have waited to make ask their question or make their request in the first place.

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Birdeye ranked #1 in G2’s Online Reputation Management Fall 2023 Report

BirdEye

We are thrilled to announce that Birdeye has been recognized as the #1 solution in G2’s Fall 2023 Online Reputation Management Grid® Report. This accomplishment is a testament to our team’s hard work and dedication and also a reflection of the positive experiences and trust customers have in Birdeye. G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Release Navigator for SAP Customer Experience by SAP Enterprise Support Coming Soon!

SAP Customer Experience

Find Release Content Quickly and Easily Locating all necessary information for a product release can be time-consuming and overwhelming. The more products you use, the more content in multiple places you need to keep track of: Blog posts, newsletters, videos, webcasts, webpages… there’s a long list of excellent and helpful.

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Code Smarter, Not Harder: AI Tools For Developers And Programmers

Magellan Solutions

Challenges In Web Development And Programming Before AI became a big thing in web development, developers faced lots of tricky problems. They had to do everything by hand, which was a real pain. Here are some of the tough challenges they had: Manual Coding Everything in building a website needed to be coded manually. Design, how it worked, all of it.

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The future of customer experience lies in intelligent adaptive messaging

MyCustomer

What’s the future of customer experience? The experience the customer has with the product.

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Guest Post: Trends of Customer Service in 2023

ShepHyken

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries.

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Unlock the Future of Learning Growth and Retention at Cognition24!

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.

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11 Ways Artificial Intelligence in Marketing Improves Your Business

BirdEye

Do you know you’re using AI without even realizing it? You rely on artificial intelligence when using Waze, Alexa, Siri, facial recognition for phone access, or even your e-mail spam filter. Think about how you interact with Amazon and Netflix’s personalized recommendations and content. Sephora uses it in its Visual Artist program, and smart companies use AI chatbots for customer experience.

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How Can I Establish a Reputation for Low Prices WITHOUT Seeming Cheap and Low Quality?

Beyond Philosophy

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. However, since I would imagine some of you have a similar problem, I also wanted to share that discussion here with you.

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Deciphering ‘Call Forwarded Unconditionally’

Call Experts

In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls. Whether for personal or professional reasons, we rely heavily on our phones to connect with others. So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls.

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7 Ways to Elevate CX in Banking

CSM Magazine

In today’s competitive banking industry, providing a top-notch customer experience (CX) is essential for attracting and retaining customers. With so many options available, it’s important for banks to upgrade their services and stand out from the crowd. But how can banks elevate their CX and provide a truly exceptional experience for their customers?

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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.