BlueOcean

DECEMBER 2, 2024

This blog post has consistently ranked as one of our most popular year after year. The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

OCTOBER 7, 2021

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. I titled this blog “The Science and Art of CX Goal Setting” because I think you do the “science” parts first and the “art” part second. Some measures (e.g.,

White Paper 370

White Paper Measurement Customer Retention Contact Center 370

CX Accelerator

MAY 25, 2022

In 2012, she co-founded the blog, CustomerServiceLife.com. Back to CX Accelerator Blog JENNEY DEMPSEY , a Southern California native, obtained her BA in English from San Diego State University. Jenny began her call center customer service journey on the front lines back in 2005.

2005 316

2005 2012 Social Media Contact Center 316

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. Back To CX Accelerator Blog During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Interview customers.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

InMoment XI

MAY 18, 2022

In subsequent blogs, I will talk about some of the questions we ask during interviews, challenges you may face in your conversations (and how to overcome them), interview do’s and don’ts, how to build your “interview team,” and what sorts of insights you should specifically try to gain from interviews.

B2B 370

B2B Roadmap Sales Demo 370

InMoment XI

NOVEMBER 16, 2021

In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. If you fear response bias, you should do a response bias study, but that’s a topic for another blog post. How Do I Increase Survey Response Rates?

Automotive 370

Automotive Hotels Events Social Media 370

eglobalis

MARCH 4, 2025

And read my blog here: [link] Sources eGlobalis – Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective [link] The post Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies appeared first on Eglobalis.

Contact Center 198

Contact Center Virtual Agent Healthcare E-support 198

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with.

Customer Experience 370

Customer Experience Call Center Touchpoint Measurement 370

ShepHyken

JANUARY 7, 2025

Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers. Each week, I release a video based on one of my blogs. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy and learn from these history lessons.

2024 79

2024 Article 2025 Workshop 79

PeopleMetrics

JANUARY 21, 2025

As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior. How AI Enhances NPS AI doesnt replace NPSit amplifies its value but requires a human touch to reach its potential. Heres how: 1.

NPS 118

NPS Net Promoter Score E Commerce E-support 118

TechSee

JANUARY 19, 2025

In this blog, I’ll break down AI Orchestration, why it matters, and how it can transform customer service. Orchestration helps ensure that the right AI or multiple AI solutions come together to handle the right job at the right time, making service smoother and more effective. What is AI Orchestration?

Net Promoter Score 109

Net Promoter Score Average Handle Time NPS Demo 109

Blueshift

NOVEMBER 4, 2024

From generating engaging content based on audience insights to providing human-like service through Chatbots, this blog explores how AI can transform modern e-commerce marketing solutions to boost engagement and, ultimately, sales.

E Commerce 88

E Commerce Retail Marketing Blog 88

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). .

Feedback 369

Feedback Culture Customers Customer Experience 369

TechSee

JANUARY 27, 2025

In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences. Artificial Intelligence (AI) is more than just automation; it’s about making smart decisions. That’s where AI Reasoning comes into play. What is AI Reasoning?

Interaction 124

Interaction Average Handle Time Multi-Channel Customer Satisfaction 124

BirdEye

MARCH 6, 2025

In this blog, youll learn how to piece together each tactic for real, measurable growth. 25 tips to increase your online presence A strong online presence isnt built on generic tactics like build a website or post more blogs. Whether its blog posts, videos content, or social media ads, ensure your messaging is relevant and engaging.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Win the Customer

DECEMBER 21, 2024

Customized content: Present customers with content that is relevant to their interests and needs, such as personalized articles, blog posts, and videos. I hope this blog post is helpful! Targeted offers and promotions: Deliver personalized offers and promotions that are most likely to resonate with individual customers.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

Daniel Group

FEBRUARY 7, 2025

In this blog, I will explore these common pitfalls and provide insights on where to focus your improvement efforts. In my previous blog, I shared the five CX performance elements that excite customers. In my previous blog, I shared the five CX performance elements that excite customers. How Did We Discover These Five Elements?

Net Promoter Score 52

Net Promoter Score NPS 2025 Blog 52

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. The system maps key touchpoints, identifying friction in digital checkout (CX) and long hold times in the contact center (CS).

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

InMoment XI

FEBRUARY 16, 2024

In this blog post, we delve into the first pillar – Strongest Signals – and explore how InMoment’s Integrated CX leverages AI and expert services to collect and connect experience data from every touchpoint in the multi-channel customer journey, forming the foundation of a holistic understanding of customer experiences.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

InMoment XI

OCTOBER 17, 2023

In this blog, we’ve gathered a few of the top tips from our experts to help guide your refresh efforts. You’ll find them all below!

Customer Experience 370

Customer Experience Net Promoter Score ROI Customers 370

BirdEye

DECEMBER 28, 2024

This detailed blog post will provide actionable restaurant SEO tips to help you climb search rankings, attract more diners, and turn online searches into real-world customers. Include a blog section for sharing restaurant news, events, and culinary content. Write blog posts about local food trends and seasonal specialties.

Social Media 97

Social Media Books Demo Events 97

InMoment XI

NOVEMBER 26, 2024

The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. I hope this blog post provides valuable insights for your product management journey. Feel free to ask if you have any further questions.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

BlueOcean

FEBRUARY 19, 2025

On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. In this blog post, well explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way.

Customer Care 156

Customer Care Document Communication Blog 156

InMoment XI

AUGUST 15, 2022

If you’re a regular on the InMoment Blog, you’ll be familiar with our phrase, “design with the end in mind.” On the other end of the spectrum, it’s extremely disruptive to a customer when a product’s online and in-store price tags differ. Customers have come to expect seamless experiences—it’s key for brands to deliver on that expectation.

Retail 397

Retail Customer Experience E Commerce Airlines 397

Blueshift

DECEMBER 10, 2024

In this blog, we’ll explore how leveraging AI-powered content personalization can transform your e-commerce marketing strategy and set you apart from the competition. Content personalization plays a crucial role in this effort, allowing businesses to craft interactions that align with each customers unique preferences.

E Commerce 52

E Commerce Loyalty Blog Customer Expectations 52

CX Accelerator

NOVEMBER 7, 2023

Back To Blog Home He is a proven visionary leader, seasoned manager, and lifelong learner experienced in building both customer service teams and customer experience programs. Jeremy is capable of creating a customer service operation from scratch.and technically savvy enough to scale it with a rapidly growing business.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

GetFeedback

AUGUST 14, 2019

The post How to Improve Your Customer Satisfaction Score (CSAT) Score appeared first on GetFeedback Blog. Connect with her: www.cx-journey.com journey.com | @annettefranz | @cxjourney | LinkedIn | Facebook.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

PeopleMetrics

FEBRUARY 4, 2025

How AI is Helping in the Growth Phase: Automating Text Analytics As I have mentioned in this blog series, AI can now analyze thousands of open-ended survey comments, identifying key themes and sentiment without manual effort. In the past, this required manual data analysis, slow report generation, and reactive decision-making.

Touchpoint 62

Touchpoint Financial Hotels Leadership 62

Customer Bliss

AUGUST 30, 2021

This blog post is excerpted and adapted from Would You Do That To Your Mother? . Revamp Your Employee Experience By Rethinking Your Hiring Methods. The Process of CX Hiring and Transformation at Volkswagen Group Australia. Why Good Customer Experience Starts With Your Internal Culture. Learn more about the book and find out where to order ».

Books 310

Books Hotels Travel Connections 310

InMoment XI

NOVEMBER 14, 2024

It aggregates data from various sources, like social media, blogs, and forums. Brands using Hootsuite to manage social media can leverage its integration with InMoment to cultivate a positive online reputation, 2. Meltwater Meltwater is social listening software designed to help businesses manage their online presence.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

InMoment XI

JANUARY 9, 2024

The chatbots automatically help users find responses to their questions and discover helpful content like help center articles, blogs, and resource pages. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Blueshift

MARCH 31, 2025

If you’re not, by the end of this blog, youll have a clearer direction and a few ideas you can act on. Since customers expect personalized experiences throughout their journey, thats not a small gap, its a canyon between what customers expect and what brands can deliver. So what are the other 24% doing differently?

B2C 52

B2C Customer Expectations Blog Brands 52

InMoment XI

MARCH 20, 2024

In this blog we break down the key components which remain the driving force behind their banking revolution! They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking 2010 195

Joe Rawlinson

JANUARY 24, 2025

Content such as blogs, emails, document templates, social media updates, and more can fall under this category. Content Management System (CMS) A platform called a content management system is used for all customer communication. This can include content creation , management, and storage.

Communication 78

Communication Management Social Media Customer Satisfaction 78

Optimove

OCTOBER 29, 2024

Master Email Deliverability For marketers seeking to hone their email effectiveness, read our blog: Mastering Email Deliverability for Holiday Campaign Success. The challenge for marketers lies in crafting personalized and relevant messages that enhance the shopping experience at every touchpoint.

Marketing 52

Marketing 2024 Download 2023 52