Sat.Aug 10, 2019 - Fri.Aug 16, 2019

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Five Ideas to Address the CX Naysayers in Your Organization.

Innovative CX

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The Importance of Customer Satisfaction

Lumoa

The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.

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Do You Use the Right Measures for Your CX?

Beyond Philosophy

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j

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The Wall is a Myth: Getting Closer to Your Customer Through Outsourcing

BlueOcean

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier.

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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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How to Use Customer Data: A Guide for Customer Success Teams

Totango

As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Doing so gives you a detailed picture of how customers use your product and interact with your team, making it easier to identify opportunities to enhance the customer experience and improve your product or service. .

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More Than Just Data: Why Actionable Insights Matter

CloudCherry

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program.

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A Story of Availability, Convenience, and Consistency

Steve DiGioia

and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do? Isn’t that what you’re known for? Isn’t the word “donut” in your company name, on your napkins, and on all your signs?

Course 208
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DMPs, CRMs & CDPs. What Are They & Why Should You Care?

Alida

There are so many acronyms in the software space and this can make it difficult to know what DMPS, CRMS, and CDPs really are, why an organization may have one or all of them, and the impact these systems can have in relation to infusing customer insights into your organization. In this post, we hope to level set and to provide context as to what these are and how they can impact your role in your organization.

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How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest adv

Metrics 273
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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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Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

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The Best Ways To Improve Innovation With Better Ideation & Insights

C3Centricity

One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful. And the answer I give them to this question every single time is simple; start with the customer! Many companies create great new products and services – from their perspective at least – but they fail miserably!

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The Benefits of Using Celebration Alerts in CX Surveys

InMoment XI

Encouraging Customer Response by Focusing on the Positive Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are 5 times more likely to provide feedback. What’s more, in some instances, MaritzCX found over 80% of that verbatim to be. View Article.

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What to Do if You Have a Poor CSAT Score

GetFeedback

“How was your day today?”—that question is about as ordinary as they come. . It’s a basic and seemingly benign thing to say, right? But by asking that question, we get a quick sense of how someone’s day went, and we have an idea of where to take the conversation next. If someone’s day was “OK,” maybe we try to understand if it was really OK or if it was actually not OK.

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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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Contact Center Agents – Soaring up From Heroes to Super Heroes

NICE inContact

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ).

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More Than Just Data: Why Actionable Insights Matter

CloudCherry

Photo by Adam Le Sommer. Photo by Karla Vidal . There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Yes, metrics are a crucial element of every successful CX program.

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Augmenting the Auto Industry – the Tech that’s Driving a New Reality

TechSee

Augmented Reality is on the verge of changing how we live, work and play. And it’s also changing the way we drive, with AR automotive technologies now hitting the fast lane. The automotive industry is fertile ground for innovation and leading carmakers – as well as independent service vendors – are investing millions in the development of AI and AR-powered systems that can reinvent the driving experience.

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Don’t Make Customers Play the Service Waiting Game

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Does this scenario sound familiar: I’ve had breakfast, lunch and a snack and the cable guy is still not here. I got a call from him about an hour ago that he’s, “On his way.” No clue what that means.

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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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Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the simplest terms, WFM programs seek to ensure you have the “right” skilled agents in the “right” place at the “right” time, whether that’s achiev

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How Friction Can Be Good For Customer Experience

Beyond Philosophy

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.

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Do You Have All the Pieces for Great Service?

Wired and Dangerous

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer that drives loyalty. Putting a puzzle together begins by looking at the picture on the front of the puzzle box.

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Winning Decisions Are Sometimes Tough Decisions

ShepHyken

I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St. Louis Cardinals team. He was one of our best—and still is one of the best to ever play the game.

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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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Empathetic Social Customer Service Means More Than Typing Sorry

NICE inContact

Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong.

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The State of CX Management, 2019

Experience Matters

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.

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4 Steps to Improve Customer Experience At Your SaaS Organization

Customer Bliss

Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this episode, we’ll hear from Yellowfin ’s CCO, Lee Roquet and former CCO of Rigor , Francis Cordon.

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Amazing Business Radio: Jim Tincher

ShepHyken

Mapping the Customer Journey. Understanding Every Interaction to Create the Best Customer Experience. Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview with Jim Tincher: What is a journey map? A journey map is a graphic representation of every interaction a customer has with you and your business.

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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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Here’s Your Inside Look into the Future of Digital-First Customer Service

NICE inContact

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook.

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The telephone is a dying communication channel. And it’s being killed by robocalls.

Comm100

My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long. The death of the phone. During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times.

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The Beginner’s Guide to Product-Led Growth Metrics

Gainsight

Since the beginning of business, we’ve been on a journey to accurately evaluate and predict customer needs. For people in Product, delivering products your customers love is just one of the challenges. You then have to optimize users’ ROI, increase adoption, and accurately discover your customer journey bottlenecks. Which features bring the majority of revenue?

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