Tue.Dec 19, 2023

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How to Level Up Your Customer Service Game: 4 Ways

CSM Magazine

In today’s competitive landscape, exceptional customer service isn’t just a nice-to-have; it’s a critical differentiator. This guide explores four transformative strategies to elevate your customer service, ensuring your business not only meets but exceeds customer expectations. By embracing these approaches, you’ll not only retain loyal customers but also turn them into advocates for your brand.

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5 Creative Ways to Use AI for Sentiment Analysis

Lumoa

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Analysis 195
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Driving advanced analytics outcomes at scale using Amazon SageMaker powered PwC’s Machine Learning Ops Accelerator

AWS Machine Learning

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Artificial intelligence (AI) and machine learning (ML) are becoming an integral part of systems and processes, enabling decisions in real time, thereby driving top and bottom-line improvements across organizations. However, putting an ML model into production at scale is challenging and requires a set of best practices.

Analytics 120
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Mastering Escalation Management: Harnessing Tech in Modern Call Centers

NobelBiz

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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The Gift of Data: Transforming Customer Engagement with a CDP

Blueshift

The Holiday Season often brings to mind the joy of giving and receiving, but not every gift hits the mark. Have you ever unwrapped a present that left you scratching your head, wondering if the sender really knew you at all? It happens more often than we think. Just like receiving a moldy fruitcake, customers often find themselves on the receiving end of experiences that feel disconnected, impersonal, and downright baffling.

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Lessons Learned When Constructing A Seamless Customer Journey

Gainsight

A carefully crafted customer journey is not static. They shift and change with your products, your markets and even your go-to-market strategy. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

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A Lofty Goal: Earth’s Most Customer-Centric Company

ShepHyken

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support.

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Five of MyCustomer’s most popular podcasts of 2023

MyCustomer

2023 was a major year for the MyCustomer podcast space, having launched MYC'D Up with Tech Leaders [1], providing our listeners with insights from some of

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SAP Utilities Roadmap 2024 and 2025

SAP Customer Experience

Providing our customers, partners, and stakeholders with timely information on upcoming topics in the utilities industry is extremely important. To facilitate this, we have created a matrix that outlines the relevant topics for the next two years, helping to illustrate these highlights. You can access the detailed information and, if.

Roadmap 78
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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Packet Loss: The Impact on Your Communications

Cyara

Today’s users have very high expectations regarding the quality they expect when they make a call, whether that be through voice or video. Unfortunately, however, there are a wide variety of issues that can occur and affect their experience. And this includes packet loss.

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SAP Sales and Service Cloud – 2402 Release Briefing Webcast

SAP Customer Experience

Dear Community, The 2402 release (February 2024) for SAP Sales and Service Cloud is approaching. We will be adding the release webcast-related information and assets here in our community. This will allow you to access the on-demand recording after the live event, short demos if available, slide deck, and also.

Sales 71
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12 Examples of Bad Customer Service with Solutions

Helpware

Customers form the core of every business. Even if your product is the best in the world, but your customer support team is not ready to convey its value and great attitude to consumers–all the efforts are meaningless. Bad customer service experiences can significantly damage a company's reputation and success.

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Software AG webMethods: The Farewell Sale

Forrester's Customer Insights

Yesterday, I was surprised to learn that IBM is acquiring webMethods from Software AG (and also StreamSets, but I’ll focus on webMethods here). It surprised me for two reasons. First, private equity firm Silver Lake completed its acquisition of Software AG (previously a publicly traded company) on September 28.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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The Role Of Retail With Martin Newman

Blake Morgan

                                    Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiatives. But what if these metrics only tell half the story of why shoppers leave without purchasing? This is where customer experience (CX) emerges as the critical differentiator in retail.

Retail 59
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6 Email Segmentation Strategies for Higher Conversions 

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates. It forms the foundation of effective CRM strategies, guiding marketers to deliver precisely targeted, relevant messages to consumers at the right moment to drive desired actions.

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European Tech Spend Bounces Back In 2024

Forrester's Customer Insights

2024 promises a better tech spend outlook for Europe — Forrester forecasts that European tech spend will bounce back to grow 5.1% in 2024, almost double its rate in 2023.

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The top 9 customer success metrics for 2024

ChurnZero

Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Call Experts Earns 15th CAM-X Award of Excellence!

Call Experts

Call Experts of Charleston, SC has been honored with the exclusive 2023 CAM-X Award of Excellence! The CAM-X Award of Excellence is presented annually by the Canadian Call Management Association ( CAM-X) , the industry’s Trade Association for providers of call center services, including telephone answering and message delivery. Call Experts was presented with the Award recently at the CAM-X 59th Annual Convention and Trade Show in Calgary, AB.

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What Is an AI Tool for Content Optimization?

DemandJump

AI tools for content optimization make use of AI’s strengths to boost a page’s organic search traffic. Artificial intelligence is particularly good at automating rote tasks and handling large amounts of raw data, both of which make it a useful content optimization tool —especially for mapping user intent.

Tools 52
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Considerations for Your Voice of the Customer Program

Keatext

Learn about the major activities and considerations involved in effectively implementing a VOC program to close the customer feedback loop.

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What Is a Content Optimization Tool?

DemandJump

Way (way) back in 1996, Bill Gates famously declared that “ content is king.” He didn’t stop there, though, as he commented on the seemingly endless (even then) amount of content on the internet and the importance of creating something that stands out. In fact, he went on to predict that “ there would eventually be an enormous breadth of information, and as such, it would take a high volume of content to stand out.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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Process Mapping for Software Development and IT Projects

CSM Magazine

In today’s complex world of technology, software development and IT projects require a systematic approach. To ensure projects run smoothly and deliver the desired results, process mapping can be a game-changer. This tool provides a visual representation of workflows, highlighting every step and potential obstacle, making it easier to understand, analyze, and improve.

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Example SEO Strategies: A Guide to Simplifying SEO

DemandJump

So, you’re trying to do content optimization and get that huge library of content you’re sitting on to actually rank. You’ve got that SEO checklist the previous marketing director found somewhere, and you’re trying to make heads or tails of what to do. But how can you make sure your content actually ranks? How do you know if that checklist is actually going to help?

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9 Ways to Boost Customer Engagement With Digital Signage Surveys

SurveySensum

Imagine walking into a store and being greeted not just by the usual array of products and promotions but by a vibrant, interactive screen asking for your opinion. It turns out, this isn’t just a novel experience – it’s a highly effective one. Studies have found a staggering 71% of consumers agree that digital signage captures their attention far more than online advertisements.

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Kommunicate Vs Tidio: A Head-to-Head Comparison for Customer Support

kommunicate

Last Updated on December 19, 2023 Everyone likes the story of David v/s Goliath. Or the movie Rocky Balboa. The small guy taking on the big guns. A company of 180+ v/s a company of 32. A company that was founded a decade ago v/s a company that started in 2019. Yup, we are talking [.] The post Kommunicate Vs Tidio: A Head-to-Head Comparison for Customer Support appeared first on Kommunicate Blog.

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How to Create Sales Email Sequences That Convert

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

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Book: Will It Make a Shilling?

My Customer

Nicholas Watkis A selection of internationally published articles of observations on practical marketing management that the books don’t.

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Top 10 Proven Strategies to Expand Your Small Business

CSM Magazine

Did you know that all the big businesses you see today began as small ventures? It takes time and effort to grow your business. And looking at the competition in the market, you might also need to invest in digital marketing. According to statistics, around 60% of small businesses rely on digital marketing, whereas 90% use some form of advertising for promotion.

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How cost-effective is your marketing investment?

My Customer

CSA-Printstock/iStock It seems to be generally accepted that the main objective of every business is to fulfill its mission or vision.