eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others. While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies.

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Adrian Swinscoe

NOVEMBER 4, 2024

Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the […] The post The third wave of customer support – Interview with Natasha Ratanshi-Stein of Surfboard first appeared on Adrian Swinscoe.

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CX Network

NOVEMBER 7, 2024

From problem solving to technical proficiency, CX teams must be multi-skilled.

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Execs In The Know

NOVEMBER 3, 2024

As we gear up for another exciting holiday season at Michael Kors, I wanted to share our comprehensive strategy for delivering exceptional customer service during our busiest time of the year. Peak season brings both opportunities and challenges, and I’m proud to outline how we’re positioning ourselves for success. Strengthening Our Workforce One of our primary focuses this year has been ensuring we have the right people in the right places.

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

eglobalis

NOVEMBER 5, 2024

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.

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Intercom

NOVEMBER 7, 2024

In this episode of The Ticket, John Rossman joins us to discuss the concept of “Big Bet Leadership” Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, talks about his theory with Bobby Stapleton, Our Senior Director of Human Support. “Big Bet Leadership” involves emphasizing the importance of making bold, high-stakes decisions in business.

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SurveySensum

NOVEMBER 5, 2024

“Just Do It” – now that’s a recognizable slogan! Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. It also holds a steady market share in the athletic footwear industry at 24.7%, surpassing its competitors Adidas, Puma, etc. Not just that, Nike NPS score is currently at 36 which can be considered a good NPS score as the retail and consumer goods industry’s average NPS score is 41.

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Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success. That’s why it’s not surprising that well-known American businessman Millard S.

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SixteenVentures

NOVEMBER 3, 2024

Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we fully understood the financial and strategic impact of meetings, we would likely conduct far fewer unproductive ones. There are three key types of costs associated with meetings: Direct Cost, Opportunity Cost, and Prioritization Cost.

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CX Network

NOVEMBER 7, 2024

How customer loyalty rewards foster deeper customer connections

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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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Execs In The Know

NOVEMBER 6, 2024

While First Call Resolution (FCR) is often the goal in the contact center environment, certain situations require additional follow-up. That’s where effective service recovery steps in, turning unresolved issues into trust-building opportunities. By addressing these situations proactively, organizations can transform negative experiences into positive ones, strengthening customer relationships in the process.

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DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all. Is that the case with conversation analytics?

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Text Analytics Sentiment Analysis Contact Center Gaming 48

SixteenVentures

NOVEMBER 3, 2024

Meetings as a Value Metric:Too often, we mistakenly equate the number of meetings with the value we’re providing to the customer. The assumption is that more meetings equal more engagement, and thus more value. However, this approach is fundamentally flawed. Value isn’t derived from the frequency of meetings; it’s derived from the outcomes those meetings […] The post Meetings as a Customer Success Metric: The Misguided Path appeared first on Customer-centric Growth by Lincoln Murphy.

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CX Network

NOVEMBER 7, 2024

Catch up with all the action from All Access: Contact Centre Trends and Technology for APAC 2024

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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.

Actionable Insights

Experience Investigators

NOVEMBER 5, 2024

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’

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Zonka Feedback

NOVEMBER 7, 2024

Explore the best SaaS affiliate programs with high commissions and recurring revenue. Promote trusted software solutions and start earning today!

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Smart Customer Service

NOVEMBER 6, 2024

Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year.

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RateMyService

NOVEMBER 8, 2024

Our robust and secure integrations allow you to seamlessly automate your voice of the customer (VoC) program using emails. Sending survey emails to your customers is easy and consists of 2 steps: Connect to your outbound email server Set up distribution lists and email profiles Step 1: Connect to your outbound email server 1. Navigate to ‘Manage integrations’ and click on ‘Email’: 2.

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Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Help Scout

NOVEMBER 4, 2024

Making decisions based on user feedback leads to better products and a stronger business. Here’s how you can conduct effective customer feedback analysis today.

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Customer Feedback 45

Zonka Feedback

NOVEMBER 5, 2024

Customers are constantly sharing their experiences—some directly, others through subtle cues—creating an invaluable stream of data. Yet, transforming this flood of feedback into actionable insights is no small feat. This is where survey companies excel, moving far beyond basic questionnaires to capture and decode customer sentiment at scale.

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Smart Customer Service

NOVEMBER 6, 2024

Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences.

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Artificial Intelligence AI Customer Experience 52

The DiJulius Group

NOVEMBER 7, 2024

The Man in the Red Bandana John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning film Man in Red Bandana. Read Full Article The post 178: The Man in the Red Bandana appeared first on The DiJulius Group.

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

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Lumoa

NOVEMBER 4, 2024

content Lumoa Product News for October 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate EX! We spoke recently about how Netigate CX can help you capture the entire feedback lifecycle, and now we can do the same for your Employee Experience data: Automated Survey creation and distribution Report and analysis on Employee

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SurveySensum

NOVEMBER 7, 2024

While Qualaroo has many great abilities and features, it also comes with shortcomings like a lack of industry-specific survey templates, limited reporting capabilities, limited features in the free version to explore, etc. Curious about more? Let’s deep dive into its limitations and explore some Qualaroo competitors. Why Look for Qualaroo Competitors?

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DMG Consulting

NOVEMBER 7, 2024

How AI Is Transforming Self-Service View this article on the publisher’s website Omnichannel self-service solutions are a requirement for organizations that want to deliver a consistently outstanding and cost-effective customer experience (CX). Conversational artificial intelligence (CAI)—intelligent virtual agents (IVAs), voicebots, chatbots, or just plain bots—can automate many tasks and inquiries that were previously handled by live agents, which reduces operating expenses.

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The DiJulius Group

NOVEMBER 7, 2024

PepsiCo walks back Shrinkflation / Medtronic now offers up-front college tuition for employees / Starbucks Employee Breaks Down after 8-hour shift / Chick-fil-A Launches Streaming App / Do your employees hate Mondays and only live for the Weekend? Medtronic now offers up-front college tuition assistance for employees College has long been seen as a.

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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.

VOC

SugarCRM

NOVEMBER 5, 2024

Considering migrating to SugarCRM? This blog post answers the main questions businesses have about migrating to SugarCRM, including services, process steps, timelines, and data security. Unlike other migration processes, SugarCRM ensures a seamless transition where your data is always live and accessible, supported by comprehensive guidance every step of the way.

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SurveySensum

NOVEMBER 6, 2024

When it comes to feedback management software, Confirmit (now known as Forsta) and Qualtrics stand as two giants pitted against each other. Each of these tools offers a wide range of tools and features for managing and analyzing customer feedback and making things easier for businesses. However, like any other great tool, these two also come with their limitations.

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SurveySensum

NOVEMBER 4, 2024

You put in a lot of effort in creating an engaging survey. All with the right questions, launch it at the right time, through the right channels. Yet the response rate you get is lower than anticipated. Why is that? The reason is non-response bias. It occurs when respondents are unwilling or unable to respond to your surveys, creating a gap between anticipated responses and reality.

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SurveySensum

NOVEMBER 8, 2024

Imagine asking race or ethnicity survey questions that made your respondents misunderstood, misinterpreted, or uncomfortable! Or worse, poorly designed questions fueling biases and stereotypes towards your business. But you need this information, right? So, how do you ask about ethnicity in a respectful and inclusive manner to gather valuable customer data while ensuring customers feel safe and understood?

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Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

AI