TechSee

OCTOBER 31, 2024

One of the most pressing challenges in today’s service and customer experience (CX) landscape is the Tribal Knowledge Gap—the loss of critical, undocumented knowledge held by experienced team members. This gap is growing due to factors like an aging workforce, increased reliance on contractors, and the mobility of modern labor. The impact on service efficiency, consistency, quality and scalability is profound, especially in industries that depend on field service expertise.

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Document Demo Books Interaction 109

SurveySensum

OCTOBER 31, 2024

80% of customers prefer to interact with brands through digital channels. That’s almost all your customers! However, the question arises – Are you paying enough attention to your digital channels? Are you creating experiences that are unique to your customers? Are you creating customer engagement in a digital world? What strategies are employed to build lasting relationships with your customers?

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Customer Engagement Engagement 2024 Social Media 52

Daniel Group

OCTOBER 31, 2024

Increase Customer Referrals and Improve your Marketing Strategy Companies spend significant sums on customer acquisition strategies and less on customer retention strategies. For example, a study conducted for Forbes Insights ( Retentionomics: The Path to Profitable Growth ) found that 44% of companies focus more on customer acquisition vs. 18% of companies that focus more on customer retention.

Marketing 52

Marketing Customer Retention B2C Reference 52

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Need to drive home a key concept or skill? Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Customer service training videos offer several advantages: Consistency: Ensure consistent delivery of training material across all team members.

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Customer Service Training Customer Service Customer Satisfaction Feedback 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Comm100

OCTOBER 31, 2024

The way brands promote their solutions has changed over time. We’ve come a long way from traditional marketing tactics and embraced new ways of promoting the solutions we offer. Nowadays, brands don’t just focus on advertising their products or services but on establishing lasting relationships with their target audience. This is where conversational marketing comes into play, enabling businesses to interact with the intended audience on a personal level.

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Marketing Social Media E Commerce E-support 52

CX University

OCTOBER 31, 2024

CX University, a leader in Customer Experience (CX) training, is excited to announce the launch of its Customer Experience Specialist (CXS) program in Spanish, developed in collaboration with renowned CX expert Mauricio Alanís. This innovative program, designed for Spanish-speaking professionals, offers comprehensive training in the five domains essential for excelling in the field of Customer Experience.

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Net Promoter Score Customer Experience 2022 2024 52

Forrester's Customer Insights

OCTOBER 31, 2024

Forrester recently published Net Promoter Score℠ (NPS) rankings for brands in the United States and Canada.

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Net Promoter Score NPS 2024 Consumers 26

InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations.

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Call Center Metrics Contact Center Customer Service 260

Centercode

OCTOBER 31, 2024

CX teams can gain valuable insights from beta testing, enhancing customer support and satisfaction from day one.

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Insights Customers 59

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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.

2024

Brandwatch CX

OCTOBER 31, 2024

Here's how to amplify your social media presence with the help of Gen Z based on the latest TikTok trend. Here's what you need to know.

Social Media 52

Social Media Brands Marketing 52

5CA

OCTOBER 31, 2024

In a world where customers expect quick, seamless support, the ability to scale your support team has become essential.

Customer Expectations 40

Customer Expectations Customers Blog 40

Brandwatch CX

OCTOBER 31, 2024

Here's how to amplify your social media presence with the help of Gen Z based on the latest TikTok trend. Here's what you need to know.

Social Media 52

Social Media Brands Marketing 52

Forrester's Customer Insights

OCTOBER 31, 2024

Forrester recently evaluated mobile banking apps in Canada and the US in our latest Digital Experience Review™ (DXR). It shows that: Banks’ apps are barely keeping up with customers’ needs and expectations. Mobile banking usage is rising and evolving, and the pace of change has been accelerating since 2020.

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Banking 2020 Customers 29

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

White Paper

Brandwatch CX

OCTOBER 31, 2024

Discover the top 10 LinkedIn analytics tools to boost your marketing strategy. Enhance your insights and drive better results.

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Marketing Insights 52

Forrester's Customer Insights

OCTOBER 31, 2024

By providing contextualization within the larger IT estate, AIOps ensures seamless performance, enhanced security, and operational efficiency. Learn more in the final blog in this series.

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Blog Information Innovation Technology 29

Brandwatch CX

OCTOBER 31, 2024

Discover the top 10 LinkedIn analytics tools to boost your marketing strategy. Enhance your insights and drive better results.

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Marketing Insights 52

Forrester's Customer Insights

OCTOBER 31, 2024

A spotlight has recently been cast on a problem many considered solved: advertising in proximity to unsafe content. Even while using common, industry-standard brand safety tools, brands have unknowingly demonetized articles, news publications, and content including terms like “protest,” “gay,” and “covid.

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Brands Magazine 2023 Advertising 26

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

Brandwatch CX

OCTOBER 31, 2024

Discover the top Instagram marketing strategies for 2025, including tools, ad types, and posting tips.

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2025 Marketing 52

Forrester's Customer Insights

OCTOBER 31, 2024

German industrial conglomerate Siemens is spending $10 billion to acquire Altair Engineering. Read what this means for Forrester's clients in manufacturing and beyond.

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Customers 26