InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

BlueOcean

JULY 13, 2023

Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

Sports 276

Sports Customer Care 2022 2021 276

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.

Competitive Advantage 143

Competitive Advantage Workshop Social Media Insights 143

BirdEye

JULY 13, 2023

Nearly 4.5 billion people are active on social media worldwide. As a business, it’s hard to miss the potential of tapping into such a large audience. Using social media platforms is one of the quickest ways to boost your brand’s visibility and success. That’s why it’s critical for companies to embrace social media optimization strategies. In this article, we’ll explore how social media optimization can help you reach more potential customers, attract more leads, and boost your digital mark

Social Media 98

Social Media Advertising Return on Investment Brands 98

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Magellan Solutions

JULY 13, 2023

AI-powered outsourcing solutions have become crucial for driving growth and shaping traditional outsourcing processes. Utilizing artificial intelligence (AI) in outsourcing has become a game-changer for businesses as technology develops. It enables enterprises to improve efficiency, make data-driven decisions, and allocate resources. Companies can step up their game by adopting AI in outsourcing.

Competitive Advantage 97

Competitive Advantage Customer Satisfaction Innovation Call Center 97

eglobalis

JULY 13, 2023

A Personal Bank Story: How to Win, and Lose, a Bank Customer The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.

Banking 72

Banking Customers Customer Centricity Measurement 72

Team Support

JULY 13, 2023

Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.

B2B 98

B2B Customer Satisfaction Customer Care Technology 98

Magellan Solutions

JULY 13, 2023

Are you planning to embrace AI tools to streamline your lead-generation strategies? Lead generation is a crucial aspect of sales and marketing. This process involves nurturing prospects through social media marketing, gamification, whitepapers, online courses, or other lead generation strategies. All these allow you to entice your customers to choose your business over your competitors.

Social Media 98

Social Media Sales Marketing Customer Relationship Management 98

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySparrow

JULY 13, 2023

In today’s customer-centric world, understanding your audience’s needs, expectations, and experiences is the cornerstone of success. At the heart of this understanding lies a solid voice of the customer strategy—a proven method that helps businesses thrive in the competitive landscape by turning insights into actionable steps. In this blog, we delve deep into what a VoC strategy is, its key benefits, the vital steps involved in its creation, the significance of different feedback cha

Competitive Advantage 52

Competitive Advantage Social Media Feedback Customer Satisfaction 52

CSM Magazine

JULY 13, 2023

Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. Aramisauto is an e-commerce expert and a vehicle refurbishing pioneer in France, providing consumers with the ability to buy refurbished used vehicles online, in-person or via telephone. The organisation’s website offers more than 3,000 vehicles across 33 agencies in France and specialises in delivering cars within 24 hours Sabio, the European

Customer Base 52

Customer Base Multi-Channel E Commerce E-support 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

SurveySparrow

JULY 13, 2023

In the rapidly evolving business landscape of the 21st century, the customer’s voice is louder and more influential than ever. The modern consumer has a myriad of choices at their fingertips, and their expectations are continually shifting. With such changes, it is crucial for businesses to understand customers deeply, gauge their sentiment, and exceed expectations.

Metrics 52

Metrics Net Promoter Score Customer Journey Mapping Effort Score 52

Cyara

JULY 13, 2023

When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive. Case in point: According to a report by Calabrio , while 79% of contact center managers think their teams are meeting or even exceeding customer expectations for response times, only 45% of their customers agree.

Contact Center 67

Contact Center Customer Expectations Management Customer Experience 67

Optimove

JULY 13, 2023

Like a fine whiskey, a pair of well-worn denim jeans, and good friends, some of life’s greatest pleasures only improve with time … It’s been a while since Optimove Connect 2019, when we vowed, “We’ll be back!” Little did we know we’d be facing a very, very long wait due to a global pandemic … But now, WE ARE BACK with one of the biggest, brightest, and boldest marketing events in the calendar: Optimove Connect 2023 , our premier user conference, taking p

2023 52

2023 Connections Events 2019 52

Brad Cleveland Blog

JULY 13, 2023

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.

Metrics 43

Metrics Customer Service Customers Contact Center 43

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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

JULY 13, 2023

The FIFA Women’s World Cup kicks off on July 20 in Australia and New Zealand. The US team is the defending champion and looking for a three-peat, with England hot on its heels. Here’s what marketers should know about the World Cup.

2023 26

2023 Brands Marketing B2C 26

Brad Cleveland Blog

JULY 13, 2023

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.

Metrics 26

Metrics Customer Service Customers Contact Center 26

Nasuni

JULY 13, 2023

This blog dives into the myriad of complexities with NetApp’s portfolio of “public cloud” solutions and contrasts how Nasuni’s born in the cloud platform delivers scale, savings, and simplicity.

Blog 52

Blog 52

Zonka Feedback

JULY 13, 2023

Using Salesforce CRM and looking for CSAT Survey Tool to measure your Customer Satisfaction? Here's a list of top CSAT Tools for Salesforce you can use. Businesses rely on customer satisfaction to build healthy relationships with customers. The better the relationship is, the healthier the business overall. And to measure customer satisfaction , you need CSAT tools.

Customer Satisfaction 52

Customer Satisfaction Measurement Customers Feedback 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

2020 Research

JULY 13, 2023

AI technology has been the subject of countless discussions, with opinions ranging from its potential to benefit humanity to concerns about its harmful effects. In a recent survey conducted by Sago, attitudes and perceptions toward artificial intelligence in the U.S. and Canada were explored, revealing some fascinating insights. And guess what? Curiosity and fear/uncertainty emerged as the core emotions among respondents when thinking about AI.

Books 52

Books Consulting Technology Culture 52

Zonka Feedback

JULY 13, 2023

Generating traffic and leads is a major challenge for over 61% of marketers, according to HubSpot's State of Marketing report. To overcome this hurdle and drive revenue, it is crucial to effectively generate high-quality leads. But how do you do that? By collecting the information of your prospects with effective lead generation surveys at the right place and right time and nurturing them until they are ready to convert into buying customers.

B2B 52

B2B Marketing Information Feedback 52

Clarivate

JULY 13, 2023

Recording changes to your IP assets is an important but sometimes overlooked task in IP management. In this blog based on a recent Clarivate TM webinar, we explore why IP recordals are crucial to rights protection and how Clarivate can help keep your recordals up to date, while reducing business risks and IP-related costs. As organizations increasingly recognize the strategic value of intellectual property—and as IP portfolios expand rapidly—the task of managing these assets is becoming more com

Webinar 52

Webinar Blog Management Sales 52

Nasuni

JULY 13, 2023

Nasuni and Google Cloud are now strategic partners. Both companies discuss file consolidation with this new joint technology solution.

Technology 52

Technology 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement