Sat.Mar 17, 2018 - Fri.Mar 23, 2018

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What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

CX 118
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Start your marketing with why: Getting your story right

Intercom, Inc.

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Companies like Amazon understand this well and are rightly famous for their “work backwards” philosophy. You start by writing the press release, to articulate how the world will see your product, and then work backwards until you get to the minimum set of technology requirements to achieve your goals

Start-ups 223
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Join Industry Leaders for the CallMiner CX Intelligence Summit

Callminer

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions.

CX 182
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Top 5 Automation trends in the Contact Center

Uniphore

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation. Here are the top 5 customer service automation trends in 2018: Read More.

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Why Tech-Forward Tax and Accounting Firms Have the Inside Track to the Future

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

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3 of the Most Common Customer Service Complaints

Win the Customer

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.

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The book that David Ogilvy said every marketer must read

Intercom, Inc.

Advertising legend David Ogilvy said nobody should have anything to do with marketing until they’ve read Scientific Advertising seven times. And when the father of advertising gives you a book recommendation like that, you sit up and take notice. Despite being almost 100 years old, Scientific Advertising by Claude Hopkins remains one of the best books on sales and marketing ever written.

More Trending

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and provided lots of extra sources, if you want to dive deep into the topic.

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How Chewy Built a $3 Billion Business Based on Customer Experience

UJET

"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced bread." "There is simply no better online business.". The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Departm

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Eventbrite’s Brian Rothenberg on growing a marketplace

Intercom, Inc.

Five years ago Brian Rothenberg joined Eventbrite to start its cross-functional growth team. Fast forward to today, and Eventbrite is the world’s largest self-service event ticketing and registration platform – processing more than 3 million tickets each week. Going back a bit, Brian was a co-founder at SkillSlate, a local services marketplaces similar to Thumbtack.

Start-ups 189
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Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

By: Turaj Seyrafiaan. In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, they are inter-related and must be treated as a single group.

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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

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How to Foster a Personalized Learning Culture in Classrooms?

ProProfs

The increasing importance of personalized learning forced many schools around the world to create better environments for their students. The amount that institutions spend in introducing new technologies is increasing day-by-day and is expected to reach a whopping $19 billion globally by 2019. With the rise of technology in classrooms(blended-learning models, online classrooms, etc.), students are having more access to constant information when compared with the previous generations.

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Why Phone Calls are Still the Best Way to Deliver Customer Service

Fonolo

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.

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Reduce your churn with a retention messaging strategy

Intercom, Inc.

A successful SaaS business is built on retaining your existing customers, not just acquiring new ones. Today, we’re launching The Customer Retention Starter Kit to help. Retention is the foundation of growth for any company. It affects pretty much every metric that matters to your business. It increases your chance of virality, since users who stick around for a long time are more likely to share your product with others.

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Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

By: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

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Breaking The Commerce Bottleneck: Your SAP Exit Plan Starts Now

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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Is Tin Can LMS Capable of Supporting Blended Learning?

ProProfs

Gone are the days when learners would walk up to a library and solely rely on books in the pursuit of learning. They still do, but now, most of the learning happens online with intermittent access to offline resources. The millennial generation expects to learn a concept in the best possible way, no matter the learning medium. They want to claim complete freedom in the way learning happens.

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Listen to The CX Show Podcast

Heart of the Customer

I had the opportunity to join The CX Show, with SaleMove co-founder and CEO, Dan Michaeli. Here’s their summary: Jim defines customer experience as the overall experience customers have with you across all touchpoints and even beyond. It typically begins in the call center and extends to the company website, apps, your sales representatives, your […].

CX 76
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7 Tips for Keeping Slack Organized

Customer Service Life

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned in a recent article highlighting the ways support teams use Slack , it’s the clear choice for the majority of our clients for communication with their support teams.

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Salesforce Buys MuleSoft and Offers It as a Data Unification Solutions

Customer Experience Matrix

The Customer Data Platform industry is doing very well, thank you, with new reports out recently from both Gartner and Forrester and the CDP Institute launching its European branch. But the great question hovering over the industry has been why the giant marketing cloud vendors haven’t brought out their own products and what will happen when they do.

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Best Way to Create Online Tests For Students

ProProfs

One of the biggest challenges that most teachers face is drawing students’ towards the courses. Although teachers work hard to make their students understand the complex concepts, they still feel disinterested and bored during the lectures due to which they fail to get good grades. However, to make the teaching methods effective and interesting, educational institutions need to redefine the learning process with fresh and innovative ideas.

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Why Do Customers Fight For What They See To Be Their Rights?

Beyond Philosophy

Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it’s a big driver of customer behavior. This can be the route of customer complaints. What are the implications for designing a customer experience? The post Why Do Customers Fight For What They See To Be Their Rights? appeared first on.

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A to Z Guide to Customer Experience Definitions and Terms

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic.

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AT&T Nails SMS

Kerry Bodine

As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got a text: AT&T Free Msg: Reply YES to learn how to get unlimited text, 1GB of data and a low calling rate while traveling abroad (free to reply).

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Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

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Picking the Right First Project for Your Customer Data Platform

Customer Experience Matrix

For the past year, the most common question about Customer Data Platforms has been how they differ from Data Management Platforms. Recently that seems to have changed. Today, the question everyone seems to be asking is what project they should pick as their first CDP use case. That’s certainly progress but it’s a much harder question to answer than the one about DMPs.

Sales 54
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Calculating Schedule Adherence in the Contact Center

Taylor Reach Group

By: Peg Ayers & Turaj Seyrafiaan. Definition: The percentage of time your agent was exactly where they were scheduled to be. Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence X 100. Agent’s scheduled log in time. Example: An agent is scheduled to work 8 hours (480 minutes) and is five minutes late going to break and five minutes late returning from break, for a total of 10 minutes out of schedule adherence.

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4 Ways AI Will Transform Customer Experience

Provide Support

A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. It has transformed forever the way we interact with our immediate surroundings.

AI 53
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5 Steps To Mapping The Customer Journey

Kerry Bodine

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. 1. HYPOTHESIZE about the experience you currently deliver. A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Be careful with this step— it’s necessary, but can also be dangerous.

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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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Coming Soon: Innovation from SugarCRM to Address Data Protection and GDPR Compliance

SugarCRM

Personal data is valuable, and it’s easier than ever to obtain. Since the onset of the digital revolution, consumers have made it very easy for companies to sweep up a great detail of data about themselves and their activities. While all this data has been a boon to companies’ sales and marketing efforts, it’s created some bad corporate habits. While some companies are open about their data practices, many seem to operate under to motto: “ it’s better to ask forgiveness than permission. ” Some o

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Amazon, Twilio, and Vonage Lead the Way to Pure Consumption Pricing

Fonolo

It’s been an action-packed few weeks in the contact center industry. Recent announcements from Twilio, Vonage and Amazon are worth a closer look because I think they outline an important shift in the industry. For the last decade, the dominant tension in the call center world has been between the “old way”: buying equipment via up-front payment plus maintenance contracts; and the “new way”: buying a cloud service via monthly subscription.

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Meet as a Stranger, Leave as a Friend

The DiJulius Group

Everyone has an invisible sign above his or her head that reads “Make me feel important” I believe there is no greater skill one can acquire that can have a bigger impact in our lives than the ability to build an instant strong rapport with others; whether they are acquaintances, customers, employees, co-workers, neighbors, or total. Read Full Article.

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7 Leaders in Finance and Tech Share What They Wish They Knew Before Embarking on Their CX Journey

Customer Bliss

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel,” is a great quote from Maya Angelou, that Claudiu Coltea , EVP and Head of Customer Experience for Citizens Financial Group, shared while answering the pay-it-forward question, that I ask in every podcast interview, “what do you know now that you wish you knew then?

Finance 51
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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.