InMoment XI
DECEMBER 15, 2022
Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Think of digital experience trends being the new maps application in your business.
BlueOcean
DECEMBER 15, 2022
We have another great episode of Deep CX: A Blue Ocean Podcast for you this month! We were lucky to sit down with Tony Won, a leading specialist in player support and our very first guest in the gaming industry. Tony has built up quite the gaming résumé over the years, working with industry giants like Riot Games and Epic Games—he even worked on the smash hit cross-platform game Fortnite!
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Alida
DECEMBER 15, 2022
Finding and keeping the right insiders is the first challenge you’ll encounter when establishing a VoC program.
TechSee
DECEMBER 12, 2022
Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.
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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.
InMoment XI
DECEMBER 14, 2022
Welcome to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
DECEMBER 12, 2022
Over 90% of marketers use social media as part of their marketing strategy because they know it’s a powerful tool. However, coming up with social media post ideas can be challenging and time-consuming. To help you get started, here are 20 simple social media post ideas you can use today. Table of contents 1. Share your company’s content 2. Highlight relevant industry news 3.
Kustomer
DECEMBER 12, 2022
When organizations are considering a chat strategy, there’s a common debate over whether live chat or a messaging app is the right method to use for client communication. Both models have pros and cons, but technologies have evolved to make a hybrid approach not just possible, but effective. By blending both models together, you can test, collect feedback, and grow — and new tools make it easier than ever to take the best from each approach.
InMoment XI
DECEMBER 13, 2022
My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business.
ChurnZero
DECEMBER 14, 2022
The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it.
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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.
BirdEye
DECEMBER 16, 2022
It’s no secret that customer reviews have become an essential part of running a successful business. In particular, there is great importance to Google reviews because they can have a direct impact on local businesses success. Most people search for products and services on Google, and these reviews provide important information about the value of your products and services.
Upstream Works
DECEMBER 14, 2022
Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered.
Think Customers
DECEMBER 16, 2022
It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?” Among the 457 people who responded, employee engagement and digital engagement got the largest shares of votes at 37% each.
Maru Group
DECEMBER 13, 2022
By Steve Brockway Maru/Matchbox | December 2022. Consumer Duty raises the bar of regulatory consumer protection in the financial services sector by shifting the regulation paradigm from a process-driven approach to one based on customer outcomes. To achieve this, firms need improved customer insight to engage teams and consistently provide products, services, and communication to deliver good outcomes.
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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BirdEye
DECEMBER 15, 2022
A well-crafted social media campaign can turn your brand’s content into a powerful marketing tool. However, it’s not always easy to create a campaign that’s guaranteed to help accomplish your specific business goals. You’ll need to spend time and effort pre-planning your campaigns if you want to see more followers, higher engagement, and boosted brand awareness.
Playvox
DECEMBER 13, 2022
During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.
ShepHyken
DECEMBER 16, 2022
This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. The concept of ‘quiet quitting’ has become a popular term within the working world.
The DiJulius Group
DECEMBER 12, 2022
Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1. The Great Retention Great companies help people live amazing lives. Great. Read Full Article. The post 11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever appeared first on The DiJulius Group.
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.
BirdEye
DECEMBER 14, 2022
Social media has completely changed the way businesses can grow. With a single post, you can catch the eye of millions and make your brand a household name overnight. That said, the content that launches one business into success might produce completely different results for others. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers.
Playvox
DECEMBER 15, 2022
Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. For convenience, I’ll use the term “contact center,” but what does a modern contact center or customer support center look like?
Beyond Philosophy
DECEMBER 10, 2022
Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint.
Totango
DECEMBER 13, 2022
As subscription models and recurring revenue become the norm for both SMBs and enterprise solutions, customer success is becoming an essential part of businesses across the globe. It’s clear to corporate leaders that strong onboarding and ongoing engagement help convert tentative new relationships into happy customers and established revenue streams; and risk management protects hard-earned customer trust and shines a light on opportunities for expansion.
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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.
Magellan Solutions
DECEMBER 14, 2022
Why You Need 24-Hour Telephone Answering Service? Call handling may seem like a small part of a business. Which is why, when things are busy, businesses tend to focus on things that matter more. They don’t realize that just answering a customer call can have a big effect on their operations, productivity, and reputation. 24 Reasons Why Get a 24-Hour Telephone Answering Service.
ChurnZero
DECEMBER 16, 2022
As a CSM, do you have to chase customers into doing the bare minimum required to see product gains, whether it’s responding to an email, showing up to a meeting, or finishing a task? Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T. It’s not down to a lack of structure either, since you have defined processes and roles for every journey stage.
Kate Nasser
DECEMBER 11, 2022
Hotel leaders, are your employees problem solvers? Do they deliver the very best hotel customer experience? Regardless of what type of hotel you run, your customers expect your hotel employees to solve their problems — all the time. You may be thinking that they can’t do it every single time. OK that makes sense. Yet […]. The post Hotel Customer Experience: Are Your Employees Problem Solvers?
Beyond Philosophy
DECEMBER 15, 2022
Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. Frame it Properly. So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story.
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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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