ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50

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delighted

DECEMBER 3, 2021

Think about all the apps you currently use that are centered around productivity. Whether it’s 5-minute summaries of novels, the latest to-do app, or a time tracker that’s focused on eliminating procrastination. All of these solutions are focused on the same fundamental problem – how do we reclaim time back in our busy days? Enter survey automation.

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Natalie Petouhof

DECEMBER 3, 2021

Original Article Published on Forbes.com. Joseph Pine and James Gilmore introduced the idea of the Experience Economy in 1998. Fast forward to this year, in the wake of the COVID-19 pandemic, and Accenture research shows that, to drive growth, companies must reimagine their entire businesses through the lens of experience. So, what’s a brand to do in an intensified experience economy?

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aircall

DECEMBER 3, 2021

Aircall’s head of sales and deployment for APAC, Brian Game, recognizes that there’s a right way to share big life news with his family. The same can be said for brands when they’re communicating with customers. Game was making this point because Aircall’s GROW ANZ session had him debating a question that’s probably being asked within a lot of organizations right now: Are phone calls still the best channel to communicate with your customers or should you shift more toward messaging a

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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.

Avoxi

DECEMBER 3, 2021

2021 Roadmap Recap: AVOXI’s Biggest Releases of the Year What a year it's been! AVOXI launched several integrated features into market in 2021, expanding pathways for global businesses to tap into its award-winning number inventory to fuel faster interactions, all on the tech-stack applications our customers use most. Communications are continuing to evolve at a… The post 2021 Roadmap Recap: AVOXI’s Biggest Releases of the Year appeared first on AVOXI.

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CSM Magazine

DECEMBER 3, 2021

Being customer-centric is more than just offering a good product or service. Customer-oriented businesses like casinos go the extra mile to make people’s lives easier, even if it means working harder. Not only are they innovative, but also good at what they do. These efforts are rewarded with growth and increased revenue. Unfortunately, many gambling businesses toss aside guests after they become customers because they think they’re done.

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Concentrix

DECEMBER 3, 2021

Learn more about the value XP Messaging can bring to your business. The post XP Messaging Fact Sheet appeared first on Concentrix.

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C Space

DECEMBER 3, 2021

Empathy and Agility in a Changing Landscape. Michael Müller, Director Global Brand Strategy, Customer Insights, Audi. What are the big success stories for your brand over the last 12 months that have driven your brand strength and growth? Over the last 12 months we continued the era of “Vorsprung” for Audi and made it visible in all fields across the world.

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COPC

DECEMBER 3, 2021

As an organization one of the most important factors to consider when looking at employee retention is employee engagement. Employee engagement goes beyond your employee’s happiness and instead looks at the commitment level of the employee. Forbes [1] explains Employee Engagement as “ the emotional commitment the employee has to the organization and its goals.”.

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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

Abby Connect

DECEMBER 3, 2021

The BPO industry is among those that remained strong even during the devastating impact of the COVID-19 pandemic. According to official statistics, the global BPO market size reached as high as $232 billion in 2020. The undeniable efficiency and effectiveness of BPO companies are what attracts businesses, and we at Abby Connect, offer just that!… The post The Manifest Honors Abby Connect as 2021’s Best Recommended BPO Company appeared first on Abby Connect.

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inSided

DECEMBER 3, 2021

In Episode 16 of The inSide Scoop on Customer Success, we tackle a very important topic: Building a Community Strategy with Customer Education. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Adam Ballhaussen , Director of Customer Education at Docebo.

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CustomerSuccessBox

DECEMBER 3, 2021

It’s “ Budget and Planning ” time of the year, again! As a Customer Success leader , you reviewed your past year’s performance thoroughly. New areas of investment have been identified and you are ready to speak with the CEO/CFO about additional budget requirements. The dreaded part: How will you show value and get your budget approved? Well, it’s not easy to prove a case for Customer Success(CS).

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LiveVox

DECEMBER 3, 2021

What is the International Day of Persons with Disabilities? The annual observance of the International Day of Persons with Disabilities was announced in 1992 by the United Nations General Assembly. According to the UN, the observance of the day “aims to promote an understanding of disability issues and mobilize support for the dignity, rights, and […].

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Genroe

DECEMBER 3, 2021

Looking to run some win loss analysis interviews but you’re not sure what to ask. Keep reading – here are the only questions you need. See our guide on how to run a great win loss analysis interview for the bigger picture on the process but remember your pre-prepared win loss analysis questionnaire is just […]. The post 13 Must Have Win Loss Analysis Interview Questions appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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Connect

DECEMBER 3, 2021

As consumer behaviours shift and personalisation becomes expected, we look at how utility companies can transform the customer experience. Customer satisfaction is notoriously tricky for utility companies to excel in, but as consumers demand better and more personalised service across the board the sector is under increased pressure to improve the customer experience.

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Natalie Petouhof

DECEMBER 3, 2021

Original article by Adrian Swinscoe, Published on Forbes.com. I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature if they want to sustainably improve how they engage and serve their customers. This need for more empathy was highlighted last year in a multi-nation consumer survey, Personalization & Empathy in Customer Experience, conducted by Genesys which found that:

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SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback.

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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.

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Totango

DECEMBER 3, 2021

Customer health is a critical component of your overall customer success program. More than just customer satisfaction, customer health software helps measure the value customers are or are not receiving from your solution, allowing you to make necessary adjustments to your overall journey. In this article, we’ll explore why customer health scores are so important, the different ways you can evaluate customer health, and how Totango can help you to build a successful customer health journey. .

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CustomerSuccessBox

DECEMBER 3, 2021

Customer onboarding is one of the most important elements?—if not the single most important element?—of customer success. And hence needs to be done the perfect way. Here we provide you with everything you need to know about a Customer Onboarding specialist. Let’s dive in. Who is a Customer Onboarding specialist ? So, who is a Customer Onboarding specialist?

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Unymira

DECEMBER 3, 2021

Automation is more than a path to lowering costs. It can improve both your employee and customer experience by speeding up interactions and reducing friction, whether for agents searching for information or customers switching channels. Customer service and IT help desks stand to benefit the most, not because automation will replace people or even reduce staff.

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Dialer 360

DECEMBER 3, 2021

Call center automation makes your work faster. In the present time application of call center automation is enhanced. However, it is necessary for all companies that they implement the best practices to grow their business. Automation improves efficiency, reduces manual pain, minimizes cost, increases accuracy, and changes the nature of the job. For example, the chatbot can be used to interact with the customers by using chat.

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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!

Feedback

SmartKarrot

DECEMBER 3, 2021

With technological innovation happening at an alarming pace, it is very easy for people to start circulating their understanding or interpretation of the new tech. But this isn’t true in any sense. These myths are simply interpretations of the technology by people who haven’t been able to fathom its extent. And conversational AI, thanks to its learning capabilities and interaction abilities, falls exactly into this category.

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Dialer 360

DECEMBER 3, 2021

Call center automation makes your work faster. In the present time application of call center automation is enhanced. However, it is necessary for all companies that they implement the best practices to grow their business. Automation improves efficiency, reduces manual pain, minimizes cost, increases accuracy, and changes the nature of the job. For example, the chatbot can be used to interact with the customers by using chat.

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