Mon.Nov 21, 2022

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How Can You Improve Customer Experience and Service at Your Website?

CSM Magazine

The pursuit of boosting customer experience and service should be an ongoing one. This means even if your site has a good record with customer experience, there is always a chance that improvements can be made. Taking several online customer surveys and feedbacks into account, the following are rated to be among the most effective ways for improving customer experience.

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Top 7 Customer Retention Tools for SaaS Businesses to Keep Customers Hooked


Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions.


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2022 Customer Success Leadership Study Signals Industry at a Turning Point

Education Services Group

It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and , our mission is to support the Customer Success community with reliable be

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Why Self-Serve Support Is Only as Good as Content


At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . In the past few years, practically all businesses have invested in chatbots or virtual assistants, made available help centers and FAQ sections , or used other kinds of assisted tools with the aim of helping customers search and find answers to their requests on their own. .

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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An Attitude of Gratitude


Scientists studying positive psychology found that a one-time act of thoughtful gratitude produced an immediate 10% increase in happiness and 35% reduction in depressive symptoms, according to this article. To lift your positive spirit this National Gratitude Month, I asked a few Nuance employees what they are grateful for right now. I discovered that they [.].


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How to Stitch on TikTok


Learning how to stitch on TikTok gives you a new video format to innovate with the content you publish on this social media platform. With more than one billion active users monthly, TikTok has become a worldwide success and several brands started developing strategies to reach their audience there. . On TikTok, you can post short videos about different topics, and that’s one of its benefits.

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Generate cold start forecasts for products with no historical data using Amazon Forecast, now up to 45% more accurate

AWS Machine Learning

Now with Amazon Forecast , you can generate up to 45% more accurate forecasts for products with no historical data. Forecast is a managed service that uses machine learning (ML) to generate accurate demand forecasts, without requiring any ML experience. Accurate forecasting is the foundation for inventory optimization, logistics planning, and workforce management and it enables businesses to be better prepared to serve their customers.

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How to achieve financial stability in a recession with CX agility


With a recession looming, many businesses pause customer experience investments due to uncertainty. . But little do these companies realize, these investments can actually help during times of tightened budgets. . According to McKinsey, digital channels perform similarly or slightly better than traditional channels and are typically more cost effective.

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Amazon Rekognition Labels adds 600 new labels, including landmarks, and now detects dominant colors

AWS Machine Learning

Amazon Rekognition offers pre-trained and customizable computer vision capabilities to extract information and insights from images and videos. One such capability is Amazon Rekognition Labels , which detects objects, scenes, actions, and concepts in images. Customers such as Synchronoss, Shutterstock , and Nomad Media use Amazon Rekognition Labels to automatically add metadata to their content library and enable content-based search results.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Big Commerce Payment Gateways: The Only Guide You Need


Payment is a fundamental element of eCommerce business. You can provide your shoppers with a secure and reliable checkout process by organizing your eCommerce payment process. Business owners can increase their client’s experience, lower additional costs or charges in payment methods, decrease cart abandonment rate, and improve their customer retention rate by choosing the best payment gateways for their eCommerce store.

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How Aircall Saves 13% of Time for Customer-Facing Teams


With the current economic climate and increasingly competitive market, there’s no denying the corporate shift to achieve previously deemed “stretch” targets. For sales and support teams, this means a heightened pressure to operate efficiently and better track performance; two tasks that have historically presented a significant challenge. To succeed in the face of these skyrocketing targets—not to mention while resources remain relatively stagnant—customer-facing teams need to streamline low-val

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Mavenir Analyst Event - Quick Take and Pix

Jon Arnold

Trust the Future - that’s Mavenir’s current tag line, and I really like it. This isn’t just any future they’re talking about - it’s mainly about 5G, but also Open RAN. 5G has yet to live up to the hype, especially in North America, but both carriers and wireless vendors seem all-in, including Mavenir. While most see the future of wireless networks being 5G, Open RAN is an open question.

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How to Build a Safe Space at Work with Nikki Thibodeau

Russel Lolacher

In this episode of Relationships at Work, Russel chats with community creation expert Nikki Thibodeau on creating safe spaces at work so we feel comfortable being our true selves. A few reasons why she is awesome?—?she is the former Senior Community Strategist (the first ever) at Shopify and was a strong voice in the creation of their Women’s Employee Resource Group.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Credit unions fight fraud and transform member engagement with biometric authentication


In addition to the many challenges of staying competitive and profitable, credit unions face a rising tide of fraud. The entire banking sector saw a significant spike in fraud during the pandemic, as fraudsters pounced on new opportunities created by the disruption. This led many institutions to review their vulnerabilities and implement more sophisticated, AI-powered [.].

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Peak season planning: proven solutions to painful problems


Is your contact center ready for Black Friday ? It’s not just about Black Friday, of course. Depending on where you are located, at this time of year, you may have to deal with Halloween , Thanksgiving , Black Friday , and the countdown to Christmas and other celebrations. One festival after another conspires to push our plans out of kilter by increasing volumes, increasing average handling time (AHT), or both.

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Appropriate Expectations of Agent Empathy


Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ? ? ?. You’re going to love our guest Leslie O’Flahavan and her refreshing take on the way we empathize with customers. She’s passionate about shifting the burdens off of CX agents so they can focus on connecting with the customers. Topics discussed in today’s episode: [2:34 – 3:00] “Empathy statements can be scripted.

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The Triple Squeeze & The VoC: CX Trend Overview


High inflation , talent scarcity, and supply chain challenges are all merging together to create what we refer to as “the triple squeeze.” In short, it’s a tough market out there, and CFOs are feeling the pressure – as per Gartner, 47% find it difficult to find and hire enterprise talent, 50% still see a significant wave of workforce resignations, while 48% believe that supply chain volatility and shortages will last beyond 2022.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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3 Reasons To Rethink Your Customer Idea Portal


Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work? UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft.

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Api Integration in the CX Journey


An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software interface, offering a service to other pieces of software. The API is not intended to be used directly by a person (the end user).

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How to Get Your Kids Interested in IT

CSM Magazine

Technology is now ubiquitous, and it can be seen as both a benefit and a hindrance. On the one hand, it can help your child be more independent and grow up faster. On the other hand, it can be a source of never-ending entertainment that keeps them from doing anything else. The Kids-and-tech Conundrum. Whether parents should incorporate technology in their raising of children is a heavily discussed topic.

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25 Call Center Best Practices for Amazing Customer Service


What are some call center best practices for retaining top talent and improving the customer experience? Take a look at what the experts say.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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4 Common Customer Onboarding Mistakes Most SaaS Companies Make

CSM Magazine

One of the most important things for the success of a B2B SaaS company is customer retention. Clients need to be kept satisfied, which is usually a huge challenge and several problems can appear during onboarding. A SaaS customer onboarding checklist is a great place to start but it is rarely enough. The implementation of a program with realistic expectations that cater to the future is mandatory.

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Coaching Tips for Account Managers | Key Account Management

Kapta Customer Success

Developing a key account management program is a worthwhile effort, given the fact that key accounts can represent 30 to 50 percent of revenue and margin for many companies. So, retaining these top accounts is essential in an increasingly competitive marketplace.

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Key Reasons Why Your Company’s Email Signature Is Important

CSM Magazine

Email signatures are necessary for effective communication. Despite the growth of social media, it remains a powerful tool for defining a company’s identity and promoting its brand to various stakeholders. Email signatures serve this purpose, as in today’s digital world, business cards and forms lack the functionality to provide contact information.

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Common Customer Service Mistakes


There are numerous call center KPIs, but some of them really make difference for any organization and any business. One such metric is a call abandonment rate as it points to many vital factors and areas of improvement, and is one of the best indicators of your overall customer service success. Thus, measuring the call abandonment rate is vital, but there are many questions that appear in this case.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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Achieve your business goals using outsourced customer care services

Blueship Call Center

If your online business expands, you’ll want to guarantee the best customer support experience while maintaining the highest standards. Customer service representatives are crucial in developing the brand and solidifying relationships. Building a solid reputation is impossible without a satisfying experience. You can achieve that aim without investing valuable time or money by choosing outsourced customer care services.

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5 Top Customer Service Articles of the Week 11-21-2022


Each week, I read many 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. 8 Big Pain Points in the Online Shopping Experience by Frank Kouretas and Jean-Walter Guillery. (Retail Customer Experience) Consumers today are looking for increasing convenience and a frictionless experience.

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Nov 21 – Customer Success Jobs 


Role: Sr. Director Customer Success Location: San Diego, CA, United States (Hybrid) Organization: Workiz Inc. As a Sr. Director of Customer Success, you will develop and execute a strategy to increase customer retention and satisfaction. Manage a team of customer success managers. Work with other departments to ensure that the customers are getting the most value from the products and services.