CX Magazine Article
Peter Lavers
APRIL 20, 2021
You can read the article by clicking here. Building B2B trust for more customer-centricity.
The Future of Debt Collection Agencies: Contact Center Technology and Customer-Centric Strategies
NobelBiz
APRIL 23, 2024
RELATED ARTICLE What is Omnichannel Customer Engagement & How to Immprove It Embracing Automation for Enhanced Efficiency Automation is revolutionizing the collections process, especially for low-balance accounts. RELATED ARTICLE What is Call Center Compliance?
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Trending Sources
Customer Centric Disruption
Peter Lavers
OCTOBER 20, 2020
Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here.
Revolutionizing CX Management with Customer Experience Analytics
Lumoa
APRIL 18, 2023
As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.
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Guest Post: Why Customer Experience Should Be at the Forefront of Your Marketing Strategies
ShepHyken
OCTOBER 21, 2022
This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing.
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Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023
TechSee
AUGUST 14, 2023
Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies. and the United Nations.
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The Top 6 CX Articles of 2019
GetFeedback
SEPTEMBER 2, 2019
Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . Article No. ’ Article No.
Momentum Receives 2024 Unified Communications Product of the Year Award
Momentum Telecom
MAY 30, 2024
This solution further enhances collaboration using AI-powered insights and advanced analytics to ensure a robust and efficient user experience across all devices. “It With a customer-centric approach and history of delivering exceptional results, Momentum empowers businesses to thrive in today’s modern workplace.
Advertising 116
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Enterprise Contact Center Solutions: A Game Changer
NobelBiz
APRIL 2, 2024
At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. RELATED ARTICLE What is IVR? RELATED ARTICLE What Is ACD – Automatic Call Distribution System?
An Article On Customer Experience That Actually Makes Sense
GetFeedback
MAY 9, 2019
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.
Enjoy a Slice of Customer Data Analytics Pi (e)
CSM Magazine
MARCH 16, 2023
You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.
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Understanding Customer Expectations in Financial Services: Key Strategies for Satisfaction
CSM Magazine
MAY 10, 2024
Consistency across various channels and the ability to deliver tailored advice demonstrate a commitment to the customer that can deeply influence satisfaction levels. By understanding and addressing the particular problems and feelings that customers encounter, organizations can foster a more customer-centric culture.
Banking 52
52 
4 Reasons Sales Agents Need to Have Customer-Centric Mindsets
Outsource Consultants
NOVEMBER 29, 2017
In a recent article , Lance Zingale discusses how lasting success for companies requires emphasis on customer lifetime value. In order to boost customer lifetime value, Zingale says that companies need to do the following: 1) Focus on improving every step in the entire customer journey with touchpoint analytics. .
Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means
PeopleMetrics
JULY 10, 2018
Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.
How to use Customer data analytics to improve contact center performances and CX?
NobelBiz
FEBRUARY 22, 2023
In other words, the link between data and customer experience can become a virtuous circle. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics?
Analytics 52
52 
Organizational Transformation
Horizon CX
APRIL 30, 2024
While transformation involves reshaping an organization into something new, customer experience (CX) professionals wield significant potential to drive this change, even from positions below the C-level. It can be done, but it will require resilience.
Create a Winning Customer-Centric Marketing Strategy
Help Scout
JUNE 5, 2019
It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?
Guest Post: 6 Ways BPOs Can Boost Customer Experience
ShepHyken
NOVEMBER 4, 2022
This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.
8 Insightful Customer Journey Analytics Examples and Use Cases
Pointillist
MARCH 20, 2020
By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Let’s dive into the first category of these customer journey analytics examples.
Analytics 70
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What is Voice of the Customer? [+ how to get data analysis]?
Lumoa
FEBRUARY 7, 2023
This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?
How to Streamline Customer Service – 7 Actionable Strategies
Comm100
MAY 7, 2024
Comm100’s solution: Comm100’s Knowledge Base offers an easy-to-use platform to create, organize, and update articles. The knowledge base integrates directly into the live chat and chatbot interfaces, allowing agents and customers to access relevant articles instantly.
Guest Post: How to Walk the Customer Experience Tightrope
ShepHyken
MAY 22, 2020
This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. Similarly, while analytics software evolves at lightning speed, far too many organizations rely on outdated and less effective analytics solutions.
Your Holiday Reading List to Get Ahead in the Customer Service Industry
SharpenCX
NOVEMBER 23, 2021
Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: . Listen to Joe’s full episode, here.
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.
Customer Service 251
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Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals
ShepHyken
NOVEMBER 30, 2018
This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.
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Customer Experience Automation – Benefits and Best Practices
NobelBiz
MARCH 26, 2024
By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. In this article, we delve into the intricacies of CXA, explore its benefits, showcase examples, and outline best practices for implementation.
Guest Post: Ways to Improve the SaaS Customer Experience
ShepHyken
FEBRUARY 18, 2022
This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Providing a great SaaS customer experience has far too frequently been an afterthought.
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The Biggest Challenges For Businesses Wanting To Attract And Retain Customers
CSM Magazine
APRIL 25, 2024
However, as customer needs continue to evolve rapidly, keeping up can be a significant challenge. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailoring experiences based on this data can significantly enhance customer satisfaction and loyalty.
Trends shaping The Forrester Wave™: Customer Success Platforms report
Totango
NOVEMBER 27, 2023
The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Analyzing extensive datasets to forecast trends.
B2B 92
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5 Strategies for CX Excellence
PeopleMetrics
JULY 20, 2020
You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” This activity alone with make your company 10x more customer-centric. Identify your CX Heroes, celebrate them and model them. Sean holds a Ph.D.
The Great AI Paradox for Contact Centre Agents
CSM Magazine
NOVEMBER 14, 2023
The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents. About the Author Dave Hoekstra is Product Evangelist at Calabrio.
The Future of Contact Centers: Personalized Recommendations and Enhanced Efficiency
Vistio
MARCH 20, 2024
Their approach doesn’t just substitute human effort with automation; it elevates each agent’s capabilities, turning rookies into experts and experts into master strategists in customer interaction. This proactive stance enhances customer support and positions the company as a forward-thinking, customer-centric organization.
What Is Unified Customer Experience Management (CXM)?
NobelBiz
MARCH 12, 2024
Data Integration & Insights : Leverages data to enhance decision-making and optimize customer experiences. Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Impact and Market Potential : The customer experience management market is projected to grow from $16.91
Talking Omnichannel But Organised Multi Channel?
Peter Lavers
NOVEMBER 16, 2017
eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a lot longer than the internet (see Kelly Phillips Erb’s article in Forbes ). Which brings us to what marketers are now talking about – the omnichannel customer experience. Yes, there is!
Top 10 Customer Success blogs to start reading today
CustomerSuccessBox
SEPTEMBER 20, 2021
Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Intercom has an amazing blog that is dedicated to customer success.
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Mastering Escalation Management: Harnessing Tech in Modern Call Centers
NobelBiz
DECEMBER 19, 2023
Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.
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Are Smart Things Really Smart or is it Just Smart Marketing?
C3Centricity
DECEMBER 1, 2020
The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” ” In it, I compared the positive and negative implications of technology for customers and companies alike. In their article, they explain that. ” in this article from Industry Week. Luckily no.
Marketing 71
71 
Unifying Customer Experiences
Horizon CX
JUNE 27, 2023
While they are distinct areas within an organization, they are inseparable in the eyes of the customer. In this article, I explore the contrasting perspectives of customer experience from a marketing branding and service delivery standpoint, highlighting the need to merge them under one cohesive umbrella.
Unlocking the Value of Customer Experience: A Guide to Measuring CX ROI
NobelBiz
NOVEMBER 13, 2023
As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Improve your data quality and assessments by reviewing and adjusting various analytics, testing, and measuring activities. Call center recording.
Driving Value by Driving Emotions
Beyond Philosophy
JULY 7, 2015
Predictive analytics explains how some organizations hypothesize a future outcome based on existing patterns from data sets in the past. The concept here is that the data exists that can help all of us improve our operations and make better decisions for our Customers. How Do You Use Emotional Data to Predict the Future?
The Art of Selling CX
Horizon CX
DECEMBER 1, 2023
The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.
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How Start-Ups Can Provide Superior Customer Service: Top Strategies Explained
CSM Magazine
MAY 9, 2023
As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression. To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency.
Customer Service Training: A Quick Guide for Mastering Service Excellence
CSM Magazine
MAY 14, 2024
The Significance of Customer Service Training The ripple effects of customer service are felt across the entire business ecosystem, impacting brand perception, customer loyalty, and ultimately, profitability. Scalability : Easily scalable solutions enable businesses to train large numbers of employees efficiently.
Why Proactive Customer Service Outshines Reactive
CSM Magazine
APRIL 17, 2024
In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. Predictive Analytics: Use data analytics to predict and address customer issues before they become problems.
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