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NOVEMBER 22, 2022

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we’ve seen over the past couple of years, customers will expect interactions to be frictionless, personalized, 24/7, and faster than ever. What’s different about 2023 is that brands will face the unprecedented challenge of meeting these growing demands amid an ongoing war for talent and mounting cost pressures.

CX 26

CX Artificial Intelligence Contact Center AI 26

Adrian Swinscoe

NOVEMBER 21, 2022

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […]. The post Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito first appeared on Adrian Swinscoe.

Contact Center 190

Contact Center CX AI 190

Callminer

NOVEMBER 22, 2022

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty.

Customer Loyalty 182

Customer Loyalty 182

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

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

Customer Think

NOVEMBER 22, 2022

Marketing a business online can take many different forms, use various types of media and focus on a range of digital platforms and networks. But irrespective of where your main focus lies in the online marketing landscape, creating great written content will be a significant part of that mix. However, producing popular, informative, engaging content […].

Technology 140

Technology Technology 140

Shaun Belding

NOVEMBER 20, 2022

The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 130

Customer Service Customer Experience Retail 130

The Belding Group

NOVEMBER 20, 2022

"When you dismiss their compliments - or worse - mock them, you make people feel silly for having made the effort. Don't ever do that. The most powerful thing you can ever say is a simple, unqualified, "Thank you."". Shaun Belding | www.shaunbelding.com.

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Customer Think

NOVEMBER 22, 2022

In B2C environments, CRM solutions are essential to maintaining client relationships over time. Managing online retail customers is crucial for any eCommerce platform to run smoothly. Standard CRM systems in eCommerce allow you to register, track, and utilize data about customer interactions. Business owners use CRM systems to assess the big picture of their customers’ […].

CRM 136

CRM Business Growth B2C Retail 136

CommBox

NOVEMBER 22, 2022

Why It’s Time to Move Beyond Self Service . Timing is everything when it comes to connecting with your customers. Customers today have a lot less patience and if your self-service site or app does not answer their questions within a few seconds, you’ve lost them forever. A bad self-service user experience can leave a customer feeling confused and frustrated. .

CX 98

CX E-commerce Net Promoter Score NPS 98

Zonka Feedback

NOVEMBER 22, 2022

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns. Since Customer Service Agents are the front line of any business, measuring Agent Performance can be a crucial aspect of improving Customer Service Performance and driving success. But many businesses fail to understand that there is so much more to measuring agent performance than monitoring how many calls they take in a day, if they come to work or not,

Customer Service 98

Customer Service Customer Experience 98

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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

Execs In The Know

NOVEMBER 21, 2022

Over the last few years, call centers have changed significantly. With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. New technologies such as cloud-based virtual call centers, AI-driven chatbots, interactive voice response (IVR), and voice biometrics have all become integral components of many companies’ front-line customer service teams.

Contact Center 98

Contact Center Education AI Engineering 98

Customer Think

NOVEMBER 24, 2022

So, you’ve tried to find the best email marketing software for your business, maybe you have an email list with potential customers eager to learn about your brand. You might have even sent a few emails to these recipients, but quick question – what happens now? Answer: you take your campaign to the next level […].

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TeamSupport

NOVEMBER 23, 2022

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy?

Compliance 98

Compliance Business Services B2B Customer Experience 98

Zonka Feedback

NOVEMBER 25, 2022

Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Why? Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience.

Customer Experience 97

Customer Experience Customer Retention 97

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

Execs In The Know

NOVEMBER 22, 2022

Strategies for Leading a Multilingual Global Contact Center. When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. It’s time to rethink how we address language as a business problem. This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. .

Contact Center 98

Contact Center CX Technology Technology 98

Customer Think

NOVEMBER 24, 2022

The theme of this year’s Cyber Security Awareness Month was “See Yourself in Cyber.” According to The Cybersecurity and Infrastructure Security Agency (CISA), the theme demonstrates that while cybersecurity may seem like a complex subject, ultimately, it’s really all about people. The purpose is to ensure all organizations make smart decisions when it comes to […].

Technology 114

Technology Technology 114

CSAT.AI

NOVEMBER 23, 2022

It’s Thanksgiving week! Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued. In a time where retaining quality employees is vital, remember to thank your customer service agents, now and all year round: Recognize that your agents want to enjoy the holidays too. Help them to do that. Be as considerate as possible with scheduling.

Customer Service 96

Customer Service Sentiment Analysis AI 96

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.

Customer Service 94

Customer Service Omnichannel CRM Contact Center 94

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.

AI

Provide Support

NOVEMBER 22, 2022

The post Customer service metrics worth your attention appeared first on Provide Support Blog.

Customer Service 86

Customer Service 86

Customer Think

NOVEMBER 22, 2022

The summer of 2022 saw upheaval in the domestic live commerce space. After TikTok abandoned or delayed its livestream commerce plans in the U.S. and Europe in July, Facebook dropped plans to roll out livestream shopping. Then, in early September, Instagram issued an internal memo stating that the company’s Shopping page will be going away […].

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Doing CX Right

NOVEMBER 20, 2022

Sean Hawkins, a customer experience & contact center management expert, explains how to deliver great customer service through engaged and loyal agents. Learn how to do the basics right based on what's in your control. The post Improving Customer Service Results Through Empowered Agents appeared first on Doing CX Right.

Customer Service 84

Customer Service Contact Center CX Customer Experience 84

Beyond Philosophy

NOVEMBER 24, 2022

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.

Retail 78

Retail CX Technology Technology 78

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

Heart of the Customer

NOVEMBER 22, 2022

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX? Not “Why does your company have a CX […]. The post Why Do YOU Do CX?

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CX B2B Customer Experience 78

Customer Think

NOVEMBER 22, 2022

These days brands are using negative feedback loops as well as positive feedback loops so as to effectively manage customer relationships. By implementing positive and negative feedback loops, businesses can focus on issues and find bits of knowledge that will help them to develop strategies and find solutions to improve their processes, products and services. […].

Customer Relationship 105

Customer Relationship 105

CX Network

NOVEMBER 21, 2022

CX Network assess new figures that demonstrate the link between a brand’s purpose, authenticity and success among consumers.

Sales 75

Sales CX 75

Shep Hyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.

Customer Service 74

Customer Service E-commerce Customer Relationship Customer Loyalty 74

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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.

AI

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. To truly tap into this new way of driving growth, here are 5 key strategies that other marketers have found to be effective: 1.

Social Media 69

Social Media Education Sales Customer Relationship 69

Customer Think

NOVEMBER 24, 2022

The threat of a recession is looming, and layoffs and hiring freezes are already impacting many organizations. How can your organization protect its bottom line and endure this economic uncertainty? One thing is for sure: customer service cannot take a backseat. During periods of disruption, new customers can be few and far between, so retailers […].

Customer Service 98

Customer Service Retail 98

The DiJulius Group

NOVEMBER 21, 2022

If it seems a bit ironic to turn to technology for a solution to technology, why not just embrace a digital detox? This means switching off all electronic devices (mobiles, smartphones, tablets, laptops, and computers) for a certain period of time. Numerous studies have shown that more time off-screen can lead to everything from an. Read Full Article.

Technology 62

Technology Technology 62

Shep Hyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve thought a lot about this over the years, lately I have been trying to make it even simpler for people to understand. To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work wi

Customer Expectations 69

Customer Expectations Customer Service Customer Experience 69

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology