InMoment XI

SEPTEMBER 20, 2024

Capturing genuine and actionable feedback from customers and employees can be a challenge, especially when traditional surveys feel long, tedious, and uninspiring. Many organizations struggle with vague, short responses that offer little insight, leaving them chasing scores rather than focusing on meaningful improvements. This is where Active Listening comes in—a revolutionary approach to feedback collection that enhances the quality and depth of responses.

Feedback 260

Feedback Employee Experience Insights Engagement 260

Experience Investigators by 360Connext

SEPTEMBER 24, 2024

What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data.

Insights 162

Insights Customer Retention Customer Experience Customers 162

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees.

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Customer Experience Leadership Innovation Workshop 221

ShepHyken

SEPTEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?

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Culture Sports Financial Banking 78

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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.

Customer Experience

Beyond Philosophy

SEPTEMBER 19, 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: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.

Government 78

Government Retail Insurance Call Center 78

BirdEye

SEPTEMBER 18, 2024

Did you know that businesses with verified Google Business Profiles (GBPs) receive an average of 66 Google reviews per location each month? This staggering statistic underscores the importance of optimizing your GBP to connect with potential customers and drive growth. While the dedicated GBP app is no longer available, you can still effectively manage your business profile using Google Maps and Google Search apps.

Engagement 89

Engagement E-support Multi-Channel Document 89

Middlesex Consulting

SEPTEMBER 23, 2024

Outstanding customer experiences are the path to sustainable differentiation and growth for industrial OEMs. This article connects the dots between Growth, ➜ Sustainable Differentiation, ➜ Great Customer Experiences, ➜ Standard Processes. While each step is important, I believe that the most insightful part of this article is the methodology developed by Jon Picault to quantify […] The post Experience-Led Growth: The Path to Sustainable Differentiation appeared first on Middlesex Consultin

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Consulting Article Connections Insights 78

ShepHyken

SEPTEMBER 22, 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. Your Customers Are Changing Fast, Are You? by Joseph Michelli (CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional.

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2024 Article Customer Service E Commerce 78

Interactions

SEPTEMBER 19, 2024

In an era where customer experience (CX) can make or break a brand, companies are increasingly turning to technology and strategic partnerships to stay ahead. A collaboration between a leading insurance provider and Interactions stands out as a prime example of how innovative approaches can transform customer engagement, drive significant cost savings, and empower customers.

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Customer Service Insurance Competitive Advantage Call Center 62

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!

Customer Experience

InMoment XI

SEPTEMBER 18, 2024

In today’s healthcare landscape, patient expectations are higher than ever. It’s not just about treating ailments anymore—it’s about delivering care that’s seamless, compassionate, and easy to access. So, what does it take to create an exceptional customer experience in healthcare? Discover the most important factors, common challenges, and top trends shaping the future of healthcare customer experience—and how you and your organization can lead the way.

Healthcare 260

Healthcare Customer Experience Touchpoint Omnichannel 260

CSM Magazine

SEPTEMBER 24, 2024

Does feedback about the specific brand affect your decisions about products or services? Using customer feedback to improve service quality helps companies retain customers for up to 70% longer. Such results indicate the importance of listening to your clients, particularly for international dating services where trust and personal contacts are strategically vital for operational success.

Feedback 52

Feedback Social Media Customers Loyalty 52

SurveySensum

SEPTEMBER 24, 2024

While Numr is a great customer feedback tool , it lacks certain important features and settings, stopping you from achieving the success you are looking for. Curious about it? Let’s see. Why Should You Look For Numr Alternatives? Numr is a customer experience management tool that enables businesses to predict customer’s actions by gathering and analyzing insights from surveys.

Feedback 52

Feedback Management Touchpoint Consulting 52

ShepHyken

SEPTEMBER 24, 2024

Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience.

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Workshop Customer Service Training Feedback Reference 67

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Customers

Optimove

SEPTEMBER 22, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: This post explores our Partner Ecosystem and CRM Lightning Talks at SBC Summit Lisbon. Our Partner Ecosystem offers live demos and real-world examples highlighting how these collaborations can help you deliver top-tier player experiences and drive deeper engagement. Our dynamic CRM Lightning Talks are designed to spark fresh ideas to refine your marketing tactics and stay ahead of the curve.

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2024 Download ROI 2015 59

BirdEye

SEPTEMBER 20, 2024

Keeping your business information up-to-date on Google Maps is crucial for attracting customers and maintaining your online presence. If you’ve recently moved your business or are rebranding and need to update your address, here’s a step-by-step guide on changing your business location on Google Maps. This guide will walk you through the process and cover related topics, such as changing your business address and updating other important details.

Social Media 59

Social Media Multi-Channel Demo Information 59

CSM Magazine

SEPTEMBER 24, 2024

Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that. Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Legal expertise is just the starting point. Clients want a legal partner who truly gets them, responds promptly, and becomes an trusted ally.

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Customer Care Roadmap Document Customer Service Training 52

COPC

SEPTEMBER 23, 2024

Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. However, despite its popularity, many executives remain unconvinced of its value. We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meanin

Feedback 52

Feedback Contact Center Return on Investment Touchpoint 52

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 Insights

West Monroe

SEPTEMBER 22, 2024

Just back from an electrifying week at Dreamforce 2024 , West Monroe is ready to turn the latest innovations into game-changing value for our clients. As a Summit partner for more than 15 years, we know how to navigate this conference and extract the best insights. Whether you were there in person, virtually, or missed it entirely, we’ve distilled some of the top highlights just for you. 1.

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2024 Customer Experience Innovation Touchpoint 52

SurveySensum

SEPTEMBER 20, 2024

NPS is a popular metric used to gauge customer satisfaction and loyalty, driving business success. While calculating your NPS score is a valuable first step, it’s not enough on its own. To truly leverage this data and transform it into actionable insights, businesses need a more integrated approach. This is where comprehensive CRM solutions like HubSpot come into play.

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NPS Net Promoter Score Customer Insights Insights 52

IntouchInsight

SEPTEMBER 24, 2024

The travel center market has experienced a significant transformation, evolving from simple stops for truck drivers into popular places for all kinds of travelers looking for convenience and comfort during their journeys.

Travel 62

Travel Insights Customer Experience Marketing 62

CSM Magazine

SEPTEMBER 20, 2024

In today’s highly competitive business landscape, delivering an exceptional customer experience (CX) has become a key differentiator for companies. Customer experience agencies, or CX agencies, specialize in helping businesses design, implement, and optimize strategies that enhance every interaction a customer has with a brand. These agencies offer a range of services designed to improve customer satisfaction, loyalty, and overall business performance.

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Customer Journey Mapping Net Promoter Score Omnichannel Customer Experience 52

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

Contact Center

Advantage Communications

SEPTEMBER 19, 2024

Understanding the Burst Imagine a scenario: your e-commerce store is gearing up for the holiday shopping season, or your travel agency is preparing for the summer rush. During these periods, your customer inquiries and demands skyrocket. This is where a burst in customer support requirements occurs. Instead of scrambling to hire and train a large in-house team for a temporary surge, businesses are increasingly turning to outsourced customer support burst services.

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E Commerce Customer Experience E-support Travel 52

West Monroe

SEPTEMBER 23, 2024

Motivations to prioritize sustainability and decarbonization have shifted, specifically in manufacturing. Notably, changing consumer sentiment and culture, growing technology and product innovation, and evolving dynamics of supply chains are driving trends for the industry to prioritize sustainability initiatives. In fact, “20% of the world’s largest companies have made net-zero commitments, representing sales of nearly $14 trillion,” with more than 400 large U.S.

Transportation 52

Transportation Roadmap Consumers Technology 52

Kapta Customer Success

SEPTEMBER 24, 2024

Introduction to Customer Engagement Customer engagement has emerged as a crucial factor in driving revenue and retention from existing customers. It represents the emotional connection and ongoing interactions between a company and its customers throughout the customer journey. Effective customer engagement strategies foster strong relationships, drive loyalty, and ultimately lead to increased customer retention and revenue growth.

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Customer Engagement Loyalty Engagement Customer Retention 45

Integrity Solutions

SEPTEMBER 23, 2024

Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently.

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Sales Telecommunications Information Customer Centricity 67

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience