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Guest Post: Understanding Digital Customer Experience in Retail Industry

ShepHyken

Seamless cross-channel interactions, consistent pricing, product availability at the right source, a personalized promotion at the point of purchase, through easy purchase and payment process in the digital channel and App enabled guided store walk-through, promos at POP and queue-less, self-checkouts in the physical stores. . Contemporary

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Contact Center Industry Perspectives and Resources

CCNG

No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership. This complimentary webinar covers 10 steps for pandemic preparedness, crisis management solutions, the power of data and analytics and how technology plays a critical role for business success in this new environment.

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The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. Employee engagement is the latest buzz phrase in the industry. Furthermore, engaged employees enjoy personal satisfaction for doing so.

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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Some KMS can be integrated with a CRM and other software platforms Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further. Personalized Access and Permissions: KMS tools provide flexible permission levels so teams or roles can access tailored information.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Guest Blog: Persona-lizing the Customer Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

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Amazing Business Radio: Geoff Webb

ShepHyken

They must also find new ways to create that personalized experience. Quotes: “Bringing together the analytic power of AI and the context and empathy power of a human being can deliver an incredibly personalized, really effective, fast selling process.”. Creating that level of personalization in every instance has huge value.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.