Mon.Aug 24, 2020

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How to Improve Customer Engagement

Lumoa

What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS

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Making the Case for Digital-First Contact Center Communication — And Why it Matters More than Ever

NICE inContact

With consumers expecting to engage on their terms, in a way that’s easy and efficient, the flexibility and convenience of digital channels are an essential offering. For many organisations, this means making the business case for going digital to organisational leadership.

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Top 75 Customer Experience Blogs And Websites To Follow in 2020 (CX Blogs)

Storyminers

Feedspot has a team of over 25 experts whose goal is to discover and rank popular blogs, podcasts and youtube channels in several niche categories. With millions of blogs on the web, finding influential bloggers in a niche industry is a hard problem to address. Our experience leads us to believe that a thoughtful combination of both algorithmic and human editing offers the best means of curation.

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Customer Experience Quotes to Inspire Your Entire Organization

ReviewTrackers

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach. It’s no longer just about product, or pricing, or promotions, or place.

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Turn Payments Into Personalization: Unlock the Value of Transaction Data

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever-changing expectations continue to increase! 54% of customers have higher expectations for customer service today compared to one year ago ! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed and during a pandemic!

More Trending

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Part 1: Using Data from Reports to Improve B2B Customer Support

Team Support

Reports. We all have to run them, and read them, and receive them, or submit them, and definitely explain them. But sometimes we get so caught up in the actions surrounding reports that we neglect to actually understand them. As a customer service professional, you have all sorts of data at your fingertips. From time to first response to hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to

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5 Top Customer Service Articles For the Week of August 24, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Can Artificial Intelligence Improve Your Customer Service? by Mitul Makadia. (Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, lo

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People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8 million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment.

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Today’s Customer Journey: What Has COVID Changed?

Kitewheel

It is hard to believe that less than half a year has passed since we last published our annual State of the Customer Journey report. 2020 has been a year in which many businesses, consumers, and leaders have struggled. Controversial topics and COVID dominated the news headlines in the United States. Not only that. Global trade has been slowed or halted as well in many places.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Fixing Communication Monologues (vs. Dialogues)

Andrew Mcfarland

Have you ever been in the situation with a customer where your own teammates monopolize the “discussion” and turn it into a monologue? Clearly they believe they have value to add. But they’re making a mistake if they think talking.

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Making Market Intelligence Part of Your Crisis Response

NetBase

When a crisis hits, all eyes are on your brand. So, making fast, informed decisions is imperative. Having market intelligence as part of your day-to-day process, and part of your crisis response, will ensure you handle every issue like a pro. Here’s how that looks and why leading brands refuse to live without it! In this article we will discuss: How using market intelligence can reveal hidden treasures to help you become a better brand.

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The Rise of the Remote Workforce

Perceptive

In the same way COVID-19 has sped up the e-commerce trend, it had challenged the conventional view that offices are critical to productivity, culture, and securing top talent. At the beginning of Alert Level 3, we saw businesses scramble to set up remote working arrangements for their employees.

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The Importance of Contextualizing Realtime Player Marketing – Part I

Optimove

Identifying the ideal time to communicate with every player is one of the toughest questions you face with realtime marketing today in Real Money Gaming. At least a portion of communications can be easily timed like triggering messages to players in reaction to realtime activities. This provides you with the opportunity to strike while the iron is hot and communicate with your players when they are most likely to convert.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8 million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment.

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Third-party Apps You Should Check Out

TrustFuel

Google Play store alone hosts countless applications, which implies application owners sending an application on the Play Shop have to compete with hundreds and countless competitor mobile applications released on an annual basis. Even after that, not all Android applications are authorized upon their initial app submission. Yet considering that Google complies with the strategy of an open app market, Android app proprietors can utilize the policy to their advantage by sending their application

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Three Factors That Help Experience Programs Avoid Unanticipated Costs

inmoment

Unanticipated costs can quickly become the bane of any business project, customer experience (CX) or otherwise, if they’re not carefully considered before pens have been put to paper. It’s thus imperative for CX practitioners who want to pitch their programs to anticipate and prepare for unexpected costs as much as possible. We’ve listed the three most effective considerations that practitioners can use to anticipate and avoid unexpected experience program costs: Vendor Scalability.

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Talking headless: Cutting through the headless commerce hype

PK

Most retailers may think they know what headless commerce is, but it can be hard to get past all the hype. Some may even not like the term “headless,” but […]. The post Talking headless: Cutting through the headless commerce hype appeared first on PK.

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11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Gainsters of Gainsight: Meet Seth Wylie, Head of Customer Success Operations

Gainsight

1. Tell us a bit about yourself and what your role is at Gainsight. If I had a subtitle, it would read, “Optimizes processes for calm confidence.” I believe that a way exists to do any particular thing successfully and satisfyingly, if never perfectly, that it’s worth figuring out, that you need people’s perspectives to develop it, and that it takes skill and curiosity to help people put words to their thoughts.

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How One Call Center Absorbed the COVID-19 Surge with the Help of an AI Chatbot

Bold360

In this episode of CXNext: Live, we chat with Diamond Nurse , whose online retail company has seen a pandemic-driven surge in recent months. Diamond is Senior Brand Manager at Filters Fast , an online retailer that sells both air and water filters. Since COVID-19 is a respiratory virus, and since air filtration is recommended by the CDC to help mitigate the spread of the virus indoors, it’s no surprise that Filters Fast has witnessed a spike in outreach to its call center.

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80% of Customers Engage with Brands on Social Media. What Are You Waiting for?

NobelBiz

A new report unveils just how much how social media affects customer support and how consumers are gravitating towards their preferred platforms in order to interact with the brands they need support from. It's a huge shift in the industry - are you ready? The post 80% of Customers Engage with Brands on Social Media. What Are You Waiting for? appeared first on NobelBiz®.

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How Plumbers Can Give Great Customer Service

CSM Magazine

Sooner or later, everyone needs the help of a plumber. However, whether you’ll be someone whose daily planner is filled with scheduled appointments or not, depends on a variety of things. One of the most important factors to influence the success of your business is good customer service. This is the backbone of your company. After all, no matter how skilled you are at what you do, if you’re not seen as relabel or efficient, don’t expect to be called back to the same household again.

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How Retailers Are Transforming Customer Experiences with Data & AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Customer Success Roundtable: Customer Maturity Scoring Model

CSM Practice

Our latest Customer Success Executives Roundtable was brilliantly led by Liz McChrystal, Ph.D., Vice President of Revenue Enablement at Accent Technologies. During the session, Liz highlighted the tremendous impact of creating and leveraging the Customer Maturity Scoring Mode l has had the expansion selling as well as new business deals. Liz McChrystal is well versed in leading account management, business process analysis, process adoption, relationship building, and client service functions.

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How Do You Measure CX Success?

Topdown

A new emerging metric amongst marketers and business leaders cites customer experience as the new competitive differentiator—Google that phrase and you’ll be amazed at the results. What separates the leaders from the stragglers is the strength of their strategy and the emphasis on measuring their execution. The leaders bake metrics into their approach from the outset: it’s a key element to their overall business strategy and not seen as an afterthought that they bolt on later.

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The Myth Of A World After: A European Recovery Perspective

Forrester's Customer Insights

Expectations of a world after COVID-19 and the new normal have been exaggerated. Human nature shows us that bad habits often overcome good intentions. Yes, of course, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors. The growing importance of values-based consumption for a minority of affluent consumers will urge […].

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B2B Sales Forecasting Methods

DemandJump

Why Is B2B Sales Forecasting Important?

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10 Questions to Ask Before Buying an LMS

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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A Look Back At Zero Trust: Never Trust, Always Verify

Forrester's Customer Insights

What exactly is Zero Trust? For those of you who have been hiding away in a cave for the past decade, Zero Trust (ZT) is a concept founded by Forrester alum John Kindervag in 2009 that centers on the belief that trust is a vulnerability and security must be designed with the strategy never trust, […].

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Increase Satisfaction with Email Customer Service Best Practices

ReviewTrackers

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US Retailers Face Unprecedented Challenges In Planning For Q4

Forrester's Customer Insights

Q4 contributes a significant part of many retailers’ annual revenues and profits. As of mid-Q3, factors like high unemployment, a resurgence in COVID-19 cases, short-term and permanent store closures, and the expiration of the US Federal Pandemic Unemployment Compensation program are making it challenging for US retailers to plan for Q4. We’ve created a collection […].

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