InMoment XI
OCTOBER 14, 2024
Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. However, excessive survey requests can backfire, and you will notice a decline in both the quality and number of responses you receive over time. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach.
TechSee
OCTOBER 17, 2024
In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. The integration of visual service and AI has emerged as a powerful solution, revolutionizing how companies interact with their customers and streamline their operations. Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for
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BlueOcean
OCTOBER 14, 2024
Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get
Experience Investigators by 360Connext
OCTOBER 11, 2024
When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Beyond Philosophy
OCTOBER 17, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, what’s the secret here? An expert told me this: do it immediately, keep it fast, and keep it simple.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 15, 2024
Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems.
Experience Investigators by 360Connext
OCTOBER 15, 2024
Ever felt like you’re juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals.
TechSee
OCTOBER 15, 2024
Bringing Visual AI to Salesforce Agentforce, Einstein Bots, and Flows In today’s fast-paced, customer-centric world, businesses must innovate to meet customer expectations. Despite a growing demand for personalized experiences, 61% of customers feel undervalued. Companies must invest in technologies that streamline service and deliver genuinely personalized interactions to demonstrate their worth.
Beyond Philosophy
OCTOBER 10, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: In my line of work, I run a lot of workshops. Today, I wanted to share some things I learned about running a successful workshop. Before we get into the rest of the tips, it is important to remember that if you are running a workshop, you need to break the ice.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
InMoment XI
OCTOBER 15, 2024
What Are AI-Generated Reviews? AI-generated reviews are written by artificial intelligence models, like ChatGPT, or algorithms instead of the customers. These AI tools analyze existing review data to produce new, human-like content that mimics genuine customer feedback. In some cases, companies use AI-generated reviews as a quick way to boost their brand’s star rating and review volume on platforms like Google, Yelp, and Facebook and fill in the gaps where customer feedback is sparse.
ShepHyken
OCTOBER 13, 2024
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 comments about each article and would like to hear what you think too. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.
Blueshift
OCTOBER 14, 2024
With Black Friday and Cyber Monday quickly approaching, businesses are gearing up to capture customers’ attention during one of the most profitable holidays for e-commerce. One of the biggest opportunities lies in reactivating dormant customers—existing customers who haven’t engaged or purchased in a while. These customers are valuable because they’ve already shown interest in your brand.
C3Centricity
OCTOBER 15, 2024
Executives and business owners of mid-sized CPG companies face a unique set of challenges that differ from those of startups or larger enterprises. These challenges stem from the need to balance growth, operations, and innovation while competing with both larger firms and more agile startups. Here are the top ten challenges mid-sized consumer goods companies face, real-world examples of businesses that have successfully overcome these obstacles, and expanded solutions explaining how to implement
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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Beyond Philosophy
OCTOBER 11, 2024
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.
Kate Nasser
OCTOBER 13, 2024
Excellence in sales, service, leadership, & teamwork requires consistency not repetition. Here is the difference between the two and how to achieve one and avoid the risks of the other. The post Excellence: The Challenge is Consistency Not Repetition #CX #Leadership appeared first on KateNasser.com.
SurveySensum
OCTOBER 17, 2024
73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services.
CSM Magazine
OCTOBER 16, 2024
The digital age has allowed global enterprises to expand their operations across borders. However, with this opportunity comes a significant challenge: clear and effective communication with customers who speak different languages. With customer service being a vital touchpoint for any business, seamless multilingual support has become essential for enhanced customer satisfaction and loyalty.
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.
Optimove
OCTOBER 16, 2024
See the difference control groups make in this guide Download Now Why it Matters: Lottery operators can use the latest in CRM Marketing to elevate player experiences through true personalization. Players now expect customized interactions that reflect their preferences and behaviors, enhancing satisfaction, loyalty, and engagement. In this post, lottery operators can ensure they are asking key questions to go beyond basic segmentation and deliver experiences tailored to individual players.
ShepHyken
OCTOBER 14, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is an OKR? How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction?
Northridge Group
OCTOBER 14, 2024
Whether you are a blue chip, mid cap or small company, workforce planning has never been more critical. This is especially true with the boon of AI integration and leveraging more automation technology to manage labor demands. WFM processes, positioning within the business, empowerment and data alignment is more important than ever before. Siloed and […] The post The Importance of Involving Leadership Teams in Workforce Planning first appeared on Northridge Group.
SurveySensum
OCTOBER 16, 2024
80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. Whether you want to research market trends or improve your customer experience – launching business surveys is an effective way to understand your customer’s preferences, pain points, and expectations.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
CSM Magazine
OCTOBER 15, 2024
To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences. The Do’s of Customer Service Listen Actively Do: Focus on understanding the customer’s issue.
The DiJulius Group
OCTOBER 14, 2024
The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver. Each completed a capstone project and attended intensive quarterly sessions where they.
Optimove
OCTOBER 15, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: For marketers, this post highlights the importance of responsible AI usage in a rapidly evolving digital marketing landscape, ensuring ethical practices that protect consumer trust. Outlining the potential pitfalls of irresponsible AI and generative AI applications empowers marketers to implement best practices that enhance customer experiences while mitigating risks.
Doing CX Right
OCTOBER 13, 2024
Learn how businesses can navigate competition and prepare for unexpected disruptions, using lessons from the tennis and pickleball rivalry. The post Navigating Competition: Preparing for Your Industry’s ‘Pickleball Moment’ appeared first on Doing CX Right.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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