ShepHyken

NOVEMBER 8, 2021

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. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? by Jon Picoult. (destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight

Customer Service 224

Customer Service Best practices Education Consulting 224

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.

Customer Experience 103

Customer Experience SaaS Best practices Surveys 103

Kapta Customer Success

NOVEMBER 8, 2021

Growing a strong account management team requires more than just good salespeople. It also requires solid account management software to support your team. While CRMs have taken the place of account management software for as long as it has been around, it’s time you give your team the tools they need not only to succeed in their role, but to excel.

Accountability 96

Accountability Management Technology 96

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.

Customer Experience 86

Customer Experience SaaS Best practices Surveys 86

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Nuance

NOVEMBER 8, 2021

This year, we interviewed law enforcement professionals in a variety of roles to build a detailed snapshot of their day-to-day paperwork requirements, and how they approach them using different tools and systems. This research provided another interesting angle: how law enforcement’s documentation burden and general workload has increased during the pandemic.

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Nuance

NOVEMBER 8, 2021

This year, we interviewed law enforcement professionals in a variety of roles to build a detailed snapshot of their day-to-day paperwork requirements, and how they approach them using different tools and systems. This research provided another interesting angle: how law enforcement’s documentation burden and general workload has increased during the pandemic.

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Edify

NOVEMBER 8, 2021

Chromebooks are uncomplicated yet powerful machines. When we began prioritizing them as a key way to extend the ease of the Edify solution for contact centers, I became fascinated. In all honesty, I had not given Chromebooks a whole lot of thought since my son used one in middle school -- and man, they have really changed. Not only do they flip and fold and have touch screens now, but they are among the simplest to use and most secure devices out there which makes them perfect for contact center

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Contact Center contact center solutions Enterprise 77

Infinity

NOVEMBER 8, 2021

Marketing and metrics go hand-in-hand. If you want to measure the impact of your campaigns, you need to understand how to accurately track campaign performance. This can be tough, as it involves developing an in-depth understanding of the path your customers take to make that all-important purchase. But the path to conversion isn’t always straightforward, it can be a twisty tale of multiple touchpoints.

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Marketing Sales Metrics Accountability 52

CSM Magazine

NOVEMBER 8, 2021

Here are three easy ways to simplify the online customer journey. The customer journey is a process describing an individual’s interaction with your business to achieve a goal, be this by purchasing a product or subscribing to a service. The customer journey is a relatively simple process at heart, but it can easily become convoluted and confusing if not properly understood.

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Sales Marketing Accountability Personalization 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Education Services Group

NOVEMBER 8, 2021

It’s here! The 2021 Customer Success Leadership Study is out! I don’t know about you, but I love data. Numbers are the best. Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry.

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Chief Customer Officer Finance Surveys Sales 52

CSM Magazine

NOVEMBER 8, 2021

You might have heard that some people are followers and others are guides. The truth is, leadership skills are important for everyone, not only CEOs and visionaries. Whatever position you want to get, you need to acquire the necessary knowledge as soon as possible. It is a common myth that some people are natural-born leaders. Some people intuitively know how to lead people and set goals.

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Management 52

TCN

NOVEMBER 8, 2021

ST. GEORGE, Utah – November 8, 2021 – TCN, Inc., a global provider of a. The post TCN Named a 2021 Top Workplace by The Salt Lake Tribune appeared first on TCN.

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Knowmax

NOVEMBER 8, 2021

How to Go Digital through KM enabled self-service?

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Self service Customer Experience 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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SmartKarrot

NOVEMBER 8, 2021

Customer success has a vital role to play in any B2B business. Today, businesses have become quite aggressive, which has become very challenging to compete with customers. . Fortunately, AI has come to the fore. It gives a definite edge over your competitors, which results in better customer success. . As a result, we see more and more B2B businesses across the globe extensively using this amazing technology to maximize their benefits.

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B2B SaaS Chatbots Metrics 10

CSM Magazine

NOVEMBER 8, 2021

It’s easy to think that your customer service emails are already the best that they can be. However, it’s an almost sure bet that your organization is making some common mistakes that could potentially confound your clients. The good news is that it’s almost equally a good bet that a few simple changes are all you need to make amends.

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Customer Service Consulting Consulting Marketing 97

JivoChat

NOVEMBER 8, 2021

SEM tools are fundamental to help you develop effective ads to appear on search results pages for target keywords. When you need to hire a service or buy a product, you probably use Google to find what you need, don’t you? Most people do that as well. . Having marketing strategies to appear in the paid search area is a type of advertising that enables you to focus on potential customers, people who are already looking for something related to your area of expertise.

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Marketing Advertising Engineering Metrics 52

USAN

NOVEMBER 8, 2021

How Analytics Improve Contact Center Operations and Enable Proactive Customer Engagement. For a long time, the world of customer engagement relied on strategic guesswork. Lacking the technology to take advantage of behavioral data, customer service agents had to be content with reacting to customer concerns rather than proactively anticipating customer needs.

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Analytics Contact Center Customer centricity Technology 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Netomi

NOVEMBER 8, 2021

The support tech stack has undergone a significant shift since the early 2000s. The backbone of a support organization today is having one of the best help desk software solutions. In today’s business environment, a help desk is a powerful platform that streamlines the entire support process. . In this post, we’re going to dive deep into these solutions.

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