Interactions

MARCH 16, 2023

As technology advances, so too does customer experience (CX). With the rise of automation, many businesses wonder if the human touch is still necessary. After all, if a machine can do the job just as well (if not better), why keep humans around? That said, is it possible for CX to exist without human interaction? Need for the Human Element It’s generally understood that human agents comprise a critical component of the CX matrix, as interactions with people often shape a customer’s p

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Doing CX Right

MARCH 14, 2023

Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right. The post Investing In Agent Experience: The Key To Delivering Customer Excellence appeared first on Doing CX Right.

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Daniel Group

MARCH 16, 2023

What Makes Customers Feel Important? Hear from a CX Research Analyst “I think that’s one of the biggest things I see is that personal touch, and for them it also makes them feel special. For example, I had a man say, “You know what? My reps noticed that it was raining for some of the days of my service that I had rented a machine and my rep had comped me the days that it was raining so that I didn’t have to be on the hook for those particular days.

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Groups Customers Survey Airlines 105

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world.

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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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ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.

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Loyalty Customers Customer Service Training Connections 107

SAP Customer Experience

MARCH 15, 2023

Emotional Intelligence (EQ) is the ability to identify, use, understand, and manage emotions in an effective and positive way. A high EQ helps individuals to communicate better, reduce their anxiety and stress, defuse conflicts, improve relationships, empathise with others, and effectively overcome life’s challenges. What if this also related to.

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Customer Experience Communication Customers Management 72

ModSquad

MARCH 15, 2023

Part 1: How FTE Raises Your True Hourly Rate How To Know if You are Paying Too Much? One sure sign that you are overpaying for outsourcing? Paying for full-time equivalents (FTE). That is, paying for outsourced CX help in full-time blocks: 8 hours per day, 5 days per week. We all know intuitively that 8 hours on the job doesn’t mean 8 hours working on your CX project.

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Average Handle Time Call Center Meeting How To 52

InMoment XI

MARCH 14, 2023

One of the best ways to overcome obstacles is to fall back on your community and brainstorm solutions together. That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. InMoment XI Strategist Jim Katzman had the opportunity to sit down with Peggy Carrieres, Global Vice President of Sales Enablement and Supplier Development for Avnet and electronics components-industry expert.

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Voice of Customer B2B Customer Experience Culture 195

ClientSuccess

MARCH 13, 2023

Email marketing has evolved, and today’s subscribers are looking for a lot more than simple promotions. With so many competitors vying for attention, it’s essential to capture the user with creative emails that engage them on an individual level. That means researching your target audience and utilizing data analytics to send out newsletters tailored just to their interests!

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Customer Engagement Tips Engagement eBook 80

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

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. But customer feedback and insights are often the least accessible information in a business.

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Customer Experience Customer Journeys NPS Analytics 195

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. However, what hasn’t been so clear is student receptiveness to these chatbots – until now. Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide.

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Chatbots Survey Social Media Report 206

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data.

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NPS Comparison Survey Net Promoter Score 146

Upstream Works

MARCH 16, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.

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Contact Center Connections Management Call Center 125

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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

TechSee

MARCH 16, 2023

Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Since everyone begins a journey with the first step, we present a list of the core terms to help you understand how visual AI automation works.

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Analysis Video Training Examples 109

AWS Machine Learning

MARCH 15, 2023

Tens of thousands of AWS customers use AWS machine learning (ML) services to accelerate their ML development with fully managed infrastructure and tools. For customers who have been developing ML models on premises, such as their local desktop, they want to migrate their legacy ML models to the AWS Cloud to fully take advantage of the most comprehensive set of ML services, infrastructure, and implementation resources available on AWS.

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Resources Travel Policies Data 136

Inbenta

MARCH 13, 2023

By Jordi Torras, Chief Innovation Officer, Inbenta In just a few months, ChatGPT has captured the interest of hundreds of millions of users and the imagination of businesses the world over. The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public.

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Chatbots eBook Tools Training 111

The DiJulius Group

MARCH 13, 2023

While artificial intelligence (AI) is already improving the customer experience, it will dramatically improve the employee experience over the next decade. Tedious tasks that once took agents hours upon hours to complete—be it boring data entry or replying to repetitive questions—will be relegated to computers. Along with its subfield of machine learning (ML), there are.

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Employee Experience Groups Data Customer Experience 106

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

kommunicate

MARCH 17, 2023

Last Updated on March 17, 2023 A Salesforce research says that 89% of the customers who liked a company’s customer service are likely to make a repeat purchase. The era of “build a great product, market it well, and the customers will come” is over. It is 2023. Customers talk. And, to make matters worse, [.] The post 5 Productivity Tips Your Customer Support Agents Will Thank You For In 2023 appeared first on Kommunicate Blog.

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Tips Customers Customer Service Marketing 105

Heart of the Customer

MARCH 17, 2023

Last week, I attended X4, Qualtrics’s experience management summit in Salt Lake City. From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when only a fraction of your customers respond to your surveys? Even the most significant manufacturing companies lamented […] The post No B2B Survey Responses?

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B2B Survey Data Customer Experience 88

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea

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Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Bill Quiseng

MARCH 15, 2023

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator.

B2C 88

B2C B2B Training Connections 88

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services. The insights gained from social listening can be invaluable when it comes to making strategic business decisions.

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Tips Social Media How To Analysis 98

ChurnZero

MARCH 17, 2023

Losing a customer champion is the single biggest leading predictor of customer churn. “It’s good news and it’s bad news,” says Ali Cudby , founder and CEO of Alignmint Growth Strategies. “It’s good news because it’s a line in the sand. You know when it happens and can get ahead of it. But it’s bad news because it’s risky.” An unmanaged key contact change has a 51% chance of churn in 12 months, according to research from Sturdy , a customer intelligence platform.

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How To Meeting Software Customers 98

Adrian Swinscoe

MARCH 15, 2023

This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future generation of leaders first appeared on Adrian Swinscoe.

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Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. A few reasons why he is awesome – he is the academic, keynote speaker and best selling author of “The Burnout Gamble” and his latest book “Leadership, Reinvented”, he’s a two-time TEDx Talker (his 2015 talk is now at 2.1 million views), lecturer at Toronto Metropolitan University’s Sch

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Leadership Government Employee Experience Innovation 98

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

BirdEye

MARCH 17, 2023

In the rapidly evolving marketplace of today, running a small business can be an uphill battle due to the multitude of tasks and responsibilities required for success. Small business owners must navigate complex challenges ranging from customer acquisition to human resource management and financial oversight, leaving them with an overwhelming amount of responsibilities to manage alone.

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Consulting Social Media Financial Strategy 98

ChurnZero

MARCH 14, 2023

This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt, those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously

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System Customer Success Travel Leadership 98

2020 Research

MARCH 14, 2023

Qualitative market research is a critical component of business strategy, as it provides deep insights into consumer behavior, attitudes, and preferences. In recent years, digital research tools have revolutionized the field of qualitative research, making it faster, more cost-effective, and more efficient. One such tool is Qualboard , a digital qualitative research platform that allows businesses to conduct research quickly and easily.

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