InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Discover the power of conversational analytics, its benefits, and the key features to look for in a conversational analytics solution.

Social Media 260

Social Media Average Handle Time Contact Center Call Recording 260

The DiJulius Group

SEPTEMBER 3, 2024

Today’s illiterate are those who are unable to make connections with others This blog will answer the following four questions: What are soft skills, and should we call them? Which service aptitude skills are most important for customer-facing employees to deliver an expectational customer experience? Which of the nine service aptitude skills can improve.

Customer Service 76

Customer Service Blog Article Connections 76

Second to None

SEPTEMBER 3, 2024

In today’s highly competitive business landscape, great customer experiences have become a crucial differentiator for companies looking to build a loyal customer base and sustain long-term success. According to a study by PwC, 73% of people point to customer experience as an important factor in their purchasing decisions. It also pays off to have customers feel appreciated and valued as customers were willing to pay up to 16% price premium on products and services depending on the business categ

Customer Experience 62

Customer Experience Customer Journey Mapping Loyalty Customer Journey 62

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.

Customer Centricity 62

Customer Centricity 2024 2021 Loyalty 62

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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

Second to None

SEPTEMBER 3, 2024

In today’s digital age, the retail landscape is evolving at a rapid pace. With the rise of e-commerce and the increasing preference for online shopping, traditional brick-and-mortar stores are facing a new set of challenges. But rather than succumbing to the pressure, retailers are embracing these changes as opportunities to reinvent and reimagine the physical storefront.

Retail 62

Retail Feedback E Commerce Touchpoint 62

Optimove

SEPTEMBER 3, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With stricter requirements from mailbox providers, marketers must now demonstrate agility, both technically and creatively, to maintain inbox placement and drive engagement. Gone are the days when simply targeting engaged users with personalized content was sufficient.

Download 52

Download 2024 Demo Engagement 52

Help Scout

SEPTEMBER 3, 2024

Learn how to improve your customer support efficiency and elevate customer experience with the help of AI.

Article 45

Article Customers Customer Experience 45

Retently

SEPTEMBER 3, 2024

Table of Contents Key Takeaways Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Crafting the Perfect Survey: Retently’s Approach and Tips for Success Integrations: Streamlining Processes and Data Flows Tracking CX Trends: Unlocking Insights Across Customer Segments Turning Feedback into Success With Retently At Retently, we don’t just talk about the power of customer feedback—we live it.

B2B 158

B2B NPS Demo Feedback 158

IntouchInsight

SEPTEMBER 3, 2024

Mystery shopping programs offer restaurant operators and managers a unique opportunity to see their business through a guest’s eyes. This powerful tool provides an unbiased perspective on your operations, revealing insights that might otherwise slip through the cracks and uncovering hidden improvement opportunities.

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Insights Management 118

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

Helpware

SEPTEMBER 3, 2024

We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some social networks are unmoderated and uncensored, while others’ content policies are all about strict guidelines.

Social Media 87

Social Media 2024 Communication 87

Brandwatch CX

SEPTEMBER 3, 2024

Discover the most talked about moments, the most popular para athletes, and the social posts that went viral.

Insights 96

Insights 96

dscout People Nerds

SEPTEMBER 3, 2024

Research leader Eniola Abioye shares her tried-and-true practices for activating your insights—from building a foundation to fostering cross-departmental relationships.

Insights 52

Insights 52

Brandwatch CX

SEPTEMBER 3, 2024

Discover the most talked about moments, the most popular para athletes, and the social posts that went viral.

Insights 91

Insights 91

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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

Forrester's Customer Insights

SEPTEMBER 3, 2024

As AI continues to dominate the technological landscape in 2024, security, the need for trust, and innovation in advanced computing remain vital. These trends influenced our selection of the next 10 top emerging technologies for 2024.

2024 53

2024 Technology Innovation Insights 53

SurveySensum

SEPTEMBER 3, 2024

NPS scores provide businesses with an overall picture of customer loyalty and satisfaction. However, this CX metric doesn’t explain the “why” behind why customers feel the way they do. And this “why” is derived from the NPS drivers analysis. These NPS drivers not only help you improve your NPS score but aids you in prioritizing efforts in the areas that matter most to your customers.

NPS 52

NPS Net Promoter Score E Commerce Consulting 52

Forrester's Customer Insights

SEPTEMBER 3, 2024

This year, Forrester’s B2B Summit EMEA is going to feel different when it takes place on 7th-9th October in London. Based on valuable feedback from participants like you, we’re evolving the event to focus more on practical, hands-on learning, increased peer interaction, and less on theoretical models.

B2B 36

B2B Events Feedback Interaction 36

Kustomer

SEPTEMBER 3, 2024

Say Hello to Kustomer Voice! Kustomer is thrilled to announce the launch of native voice capabilities as a part of its comprehensive omnichannel service platform. Now, Kustomer clients can service their customers seamlessly across phone, email, chat, SMS, and social messengers—all within the platform, eliminating the need for third-party integrations.

Omnichannel 52

Omnichannel Call Recording Demo Financial 52

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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.

Customers

Forrester's Customer Insights

SEPTEMBER 3, 2024

Walmart leads Forrester’s 2023 US retailer ranking, with Amazon in second. The top 10, representing 38% of total retail sales, remain unchanged from 2022.

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2023 Retail Sales 2022 33

eglobalis

SEPTEMBER 3, 2024

What do you want from your VoC platform? I am often asked ‘what is the best Voice of the Customer (VoC) platform?’ or ‘do you recommend platform X?’. My answer is always the same – it depends on your needs. I am keen that CX Practitioners see themselves as customers when buying and using a VoC platform. Most of all I would like you to understand your needs and engage with the right vendors.

E-support 251

E-support Consulting Demo Feedback 251