COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence.

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Customer Experience Net Promoter Score Guidelines Customer Care 76

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.

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B2B Self Service Customer Experience Customer Journeys 413

Experience Investigators by 360Connext

JANUARY 9, 2024

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight.

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Feedback Customer Experience Culture Innovation 143

AWS Machine Learning

JANUARY 9, 2024

Amazon Q is a new generative AI-powered application that helps users get work done. Amazon Q can become your tailored business expert and let you discover content, brainstorm ideas, or create summaries using your company’s data safely and securely. You can use Amazon Q to have conversations, solve problems, generate content, gain insights, and take action by connecting to your company’s information repositories, code, data, and enterprise systems.

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Multi-Channel Resources Software Knowledge Base 129

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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.

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Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part

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Contact Center System Customer Care Brands 93

NobelBiz

JANUARY 9, 2024

Effective communication is pivotal for the business landscape. Companies compare Primary Rate Interface (PRI) and Session Initiation Protocol (SIP) to find technologies that enhance communication while ensuring cost-efficiency and scalability. Understanding the applicability of these technologies is crucial for informed decision-making. The choice between PRI and SIP should consider specific communication needs, infrastructure, and future goals.

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Cyara

JANUARY 9, 2024

Will the company resolve any issues I have quickly and easily? This question is one of customers' primary concerns when first purchasing from a new business. In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores.

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Effort Score Measurement Customers Company 76

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? It certainly wasn’t as accessible or intuitive as it is today. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

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Technology Chatbots Call Center Social Media 59

Uplight

JANUARY 9, 2024

Uplight has been included in Built In’s 2024 Best Places to Work list! This distinction highlights Uplight’s commitment to its employees and recognizes Uplight’s strong benefits, remote and flexible work offerings, focus on diversity and inclusion (DEI) in addition to meaningful, mission-driven work in the field of clean energy and a cleaner future for our Read More The post Uplight Recognized as a Best Place to Work on Built In’s 2024 List appeared first on Uplight.

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Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Helpware

JANUARY 9, 2024

Vendor outsourcing is an integral strategy for global enterprises. It refers to the process of subcontracting out certain functions or processes to external service providers. The global volume of business process outsourcing reached an amazing $245.9 billion in 2021 and is forecast to expand at a rapid 9.1 % CAGR over the period from 2022 to 2030. Businesses resort to BPO in pursuit of cost efficiency and specialized expertise in certain areas.

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Strategy 63

Zonka Feedback

JANUARY 9, 2024

With over 280 million users, Microsoft Teams has become an indispensable part of many businesses for communication and collaboration. As Teams continue to be the go-to platform for seamless teamwork and meetings, the challenge of seamlessly integrating task management within this environment could be a common concern for many users. This is where Microsoft Teams apps and integrations come in handy!

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Meeting Communication Management Feedback 52

CSM Magazine

JANUARY 9, 2024

Pin Up Casino is known for its diversity of vibrant games, including favorites like Crazy Monkey, Resident and Zeus Rush Fever Deluxe. These games not only offer quality entertainment, but also the possibility of substantial winnings. Below, we’ll explore specific strategies for each of these games to maximize your chances of success. Crazy Monkey: A Jungle Adventure Crazy Monkey stands out with its fun theme and lively graphics.

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Strategy Entertainment Management Knowledge Base 52

Uplight

JANUARY 9, 2024

As another year whizzes by like a Tesla on Ludicrous Speed, I make it a habit of grabbing the rearview mirror and seeing what a wild ride it’s been. And let me tell you, folks, 2023 didn’t disappoint, so here are 10 things that stand out as lessons learned and moments to celebrate: 1. The Read More The post 10 Reasons 2023 Busted a Power Move (and to gear up for an electrifying 2024) appeared first on Uplight.

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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.

Voice of Customer

CSM Magazine

JANUARY 9, 2024

Business fleet fuel cards offer significant savings on gas expenses through various features such as rebates and discounts. With fuel cards, businesses can track fuel usage, set spending limits, and generate custom reports to better manage and control their fleet’s fuel expenses. These cards also eliminate the need for employees to make fuel purchases on expense reports, streamlining expense reporting processes.

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Transportation Rewards Programs Report Financial 52

Gainsight

JANUARY 9, 2024

By now, the value proposition for a customer community is well-established. Having a community of people who use, improve, and advocate for your product will help you build relationships with customers and prospects that ultimately drive revenue. But how do you actually measure that value—the real impact of community on your business? To help us answer this crucial question, we turned to Richard Millington, Founder and Managing Director of FeverBee , the leading data-driven community consultancy

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How To Metrics Survey Measurement 52

CSM Magazine

JANUARY 9, 2024

Creating a comfortable and productive home office is essential for maximizing your efficiency and well-being. With the rise of remote work and the increasing number of people working from home, it’s more important than ever to design a workspace that fosters creativity and focus. In this article, we’ll explore various tips and ideas to help you transform your home office into a space that you’ll look forward to working in every day.

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Tips Travel Meeting Technology 52

Blake Morgan

JANUARY 9, 2024

                                      Do you find the ongoing debate between physical stores and online shopping tiresome? Penny Brook, the former Chief Marketing and Experience Officer of Canada Goose, has an important message for you: the future of retail involves both. In this podcast episode, we explore the exciting world of omnichannel experiences, where the physical and digital seamlessly combine to create personalized and captivating journeys fo

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Retail Customer Experience Omni-Channel Trends 52

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service.

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Effort Score Metrics Customer Satisfaction Policies 52

SurveySparrow

JANUARY 9, 2024

Using AI tools for market research is a game changer. Come to think of it, what is that one thing you wish you had more of? For me, it is nothing but time! And that’s precisely what artificial intelligence saves. Especially in a world that is crazy about instant data! This blog will look into the top AI market research tools, their features, and pricing!

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Tools Marketing Strategy Analysis 52

MyCustomer

JANUARY 9, 2024

2023 is officially in the books.

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Forrester's Customer Insights

JANUARY 9, 2024

In 2000, the hottest holiday gifts for tweens were Bratz Dolls and the Nintendo Wii. In 2023, they were 64 oz Stanley tumblers and skincare products from Sephora. My, how have the times changed. But why? It’s because of the unique impact of the creator (also known as the influencer).

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B2C Consumers Trends Marketing 36

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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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Forrester's Customer Insights

JANUARY 9, 2024

2024 promises a better tech spend outlook for the US — Forrester forecasts that US tech spend will grow 5.5% in 2024, up from 4.5% in 2023.

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Innovation Technology 40