InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. Personalization at Scale One of the standout benefits of AI in CX is the ability to deliver personalized experiences to customers on a large scale.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

InMoment XI

MAY 14, 2022

Yes, you can visit Rite Aid to buy diapers or have your prescription filled, but the company’s promise is to be a partner in long-term health and wellness that goes beyond a single interaction. Becoming a Part of Your Customers’ Lives. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues. A CX Managers ultimate goal?

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

JULY 16, 2024

They provide social proof, reassuring potential customers about the quality and reliability of a product or service. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

They provide social proof, reassuring potential customers about the quality and reliability of a product or service. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Management 195

Management Social Media Hotels Airlines 195

ShepHyken

JUNE 18, 2021

Customer service is an industry meant for people with high emotional intelligence, excellent listening skills, and patience. An agent will have to interact with hundreds of different people per day, and they need to respond accordingly based on a person’s emotional state. Be Flexible and Admit Your Mistakes.

Social Media 152

Social Media Financial Presentation Customers 152

BlueOcean

JANUARY 22, 2019

On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. From dining experiences to consumer service interactions, consumers crave personalization on a subconscious level. Consumers have learned to be skeptical.

2019 204

2019 Consumers Customer Experience Contact Center 204

GetFeedback

APRIL 18, 2019

Lastly, one of the key benefits of CX is your ability to align your business’ goals and mission with what the customer base wants and/or needs. Interacting with your stakeholders through constant customer servicing will help you shape your brand into a unique, customer-centric entity on the market.

Customer Experience 274

Customer Experience Omnichannel Customer Centricity Feedback 274

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ChurnZero

NOVEMBER 8, 2024

During my time leading HubSpot’s global customer success strategy, we faced a challenge I know many of you are all too familiar with: how do you retain and grow a rapidly expanding customer base without sacrificing the human connection that drives long-term loyalty? Enter generative AI: a game-changer for customer success.

Customer Success 52

Customer Success Customer Journey Loyalty Interaction 52

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Its the present and future of customer support.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

InMoment XI

SEPTEMBER 20, 2023

It’s the beacon that guides their actions and decisions, ensuring that every interaction with customers reflects their core values and promises. Many retailers, including Matalan, The Range, and Boohoo, have a significant number of Passives among their customer base.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

Optimove

OCTOBER 29, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: This blog discusses how Opti-X employs AI technology to enhance personalization in customer interactions, which can lead to increased engagement and satisfaction. Opti-X’s AI handles timing, learning from each interaction to improve future messages.

Download 52

Download Sports Events Customer Journey 52

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Do the people you are interacting with seem to genuinely like each other? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Do the people you are interacting with seem to genuinely like each other? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

CSM Magazine

MARCH 14, 2025

Personalization as the Cornerstone of Customer Loyalty Creating lasting customer loyalty starts with making each experience personal. In a world where consumers are constantly presented with choices, personalization has become a non-negotiable. For instance, a customer is browsing your online store.

Loyalty 52

Loyalty 2025 Loyalty Programs Omnichannel 52

TechSee

OCTOBER 31, 2018

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Telecoms are addressing these opportunities by leveraging the vast amounts of data collected over the years from their massive customer base.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base. 3: Customer Effort Score (CES). #4:

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 4. Management and Leadership Interactions. Do the people you are interacting with seem to genuinely like each other?

Contact Center 159

Contact Center Culture Leadership Sales 159

InMoment XI

MARCH 6, 2024

This involves continuously striving to improve all elements of the customer experience, whether it’s the quality of products or services, the level of customer service provided, the ease of doing business with the company, or any other aspect that impacts the customer’s interaction with the brand.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

InMoment XI

APRIL 25, 2024

This can be done in a variety of ways, and you are going to need effective strategies that resonate with your customers. Based on data and market research, we’ve pulled together some reputation management strategies that are most likely to land with your customers and improve your brand reputation.

Financial 195

Financial Management Banking Insurance 195

Retently

JULY 16, 2024

The score itself is highly volatile , causing frustration within the Customer Success department. Because NPS scores can fluctuate due to various factors – such as individual customer interactions, seasonality, or changes in sample size – it can be difficult to get a consistent read on customer sentiment.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

SurveySensum

OCTOBER 31, 2024

80% of customers prefer to interact with brands through digital channels. That’s almost all your customers! Are you creating experiences that are unique to your customers? Are you creating customer engagement in a digital world? What is Digital Customer Engagement? But, that’s not all.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

TechSee

JANUARY 24, 2019

Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance. With live video chat support, face-to-face communication is established between agent and customer. Live video interactive assistance.

Contact Center 141

Contact Center Financial Document Competitive Advantage 141

Beyond Philosophy

JULY 9, 2020

Some customers have been locked down for two months and others who haven’t. To respond or reimagine your experience today, you should understand how the customer is feeling based on their situation before they walked through your door. It presents an opportunity to use what we call a Golden Question.

Presentation 162

Presentation Customers Consulting Insights 162

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives. Are they making it easy to work with them throughout the process?

Customer Care 177

Customer Care Entertainment Government Contact Center 177

TechSee

AUGUST 26, 2024

In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it. Customers often experience frustration when they are put on hold for extended periods. The format of chat interaction is another challenge.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

ShepHyken

JANUARY 24, 2020

While technology and self-motivating encouragement are two ways to increase staff empowerment and therefore customer service quality, providing staff with as much information as possible while bringing together all interactions and data into one place are important factors. Bonus: Helping Staff “Be Themselves”.

Customer Service 134

Customer Service Retail Culture Engagement 134

ChurnZero

APRIL 18, 2024

Ask yourself what was working well in the before-times, when high-touch, low-tech, analog interactions ruled, and make sure to leave room for those tried and tested tactics amidst the new, digital landscape. 2: Customer journeys Analog / High-touch: Align metrics with account health by tracking performance through customer milestones.

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

Inbenta

DECEMBER 21, 2023

The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation. Horizn has also been able to establish a large customer base with leading financial institutions in the U.S.,

Interaction 52

Interaction 2023 2011 Demo 52

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Beyond Philosophy

JANUARY 28, 2019

Or you could demonstrate a reduction in costs associated with problems you had before you made the Customer Experience improvements. Segment your customers into personas. Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. What drives peoples’ values, attitudes, interests?

2019 139

2019 ROI Net Promoter Score Fashion 139

Beyond Philosophy

MAY 17, 2017

For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. Some systems can identify user problems in online and mobile interactions. Others help you survey customers based on location and industry or even product purchased.

Consulting 128

Consulting Presentation Download Customer Experience 128

ShepHyken

FEBRUARY 7, 2020

She emphasizes the need for human interaction over the phone in a world of automated response systems. In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed.

Interaction 105

Interaction Article B2B Communication 105

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives. Are they making it easy to work with them throughout the process?

Customer Care 156

Customer Care Entertainment Government Contact Center 156

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52