Beyond Philosophy
MARCH 7, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.
Braze
MARCH 7, 2024
Understanding and fostering customer loyalty is crucial for brands. With customers belonging to multiple loyalty programs, retention has become a new challenge. Brands need to earn loyalty by building trust, deepen it through personalized experiences, and spread it via community-based growth.
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Michel Falcon Experience
MARCH 7, 2024
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Team Support
MARCH 7, 2024
In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Genroe
MARCH 7, 2024
Transform healthcare with NPS insights: Engage patients, optimize care, and boost loyalty. Your guide to patient-centric excellence. The post Elevating Patient Experience: Net Promoter Score in Healthcare appeared first on Genroe | Customer Experience | Net Promoter Score.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySensum
MARCH 7, 2024
Corporate Social Responsibility has evolved from being a buzzword to a critical aspect of modern business practices. At its core, CSR involves businesses taking responsibility for their impact on society and the environment. As consumers become more conscious of the ethical and social implications of their purchasing decisions, the importance of CSR in the corporate landscape has grown significantly.
Brad Cleveland Blog
MARCH 7, 2024
I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And … Continue reading → The post The Cost of Recurring Problems appeared first on Brad Cleveland.
Forrester's Customer Insights
MARCH 7, 2024
Bien qu’ils accordent rarement la priorité à l’environnement dans leurs habitudes d’achat, les consommateurs français sont de plus en plus soucieux des enjeux écologiques. Pour suivre le mouvement, les distributeurs et les marques françaises doivent prendre au sérieux leur engagement en matière d’environnement et la façon dont ils le démontrent à leurs clients.
Think Customers
MARCH 7, 2024
Humanizing AI was a dominant theme at last week’s Mobile World Congress in Barcelona, where an estimated 93,000 attendees soaked up insights from brilliant leaders like DeepMind Founder and Google’s head of AI Demis Hassabis, along with all kinds of curious technology innovations. In a panel discussion, Hassabis acknowledged flaws in the image-generation tool of Google’s Gemini AI (previously known as Bard) and said the feature was taken offline with plans to relaunch in a few weeks.
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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.
CSM Magazine
MARCH 7, 2024
Jet Wash Shop is using a workforce management system from BigChange to power the nationwide expansion of its business. Operating across the UK, Jet Wash Shop offers a full sales, rental, maintenance and repair service and has transitioned from the supply and service of professional valeting equipment to a one-stop shop for all types of pressure washing equipment.
Forrester's Customer Insights
MARCH 7, 2024
The plea of the song “Don’t let me be misunderstood” is spot on for customer journeys: In the sixty years since the track was written, a variety of artists are still creating their own versions.
CSM Magazine
MARCH 7, 2024
Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. The Birmingham-headquartered BPO which started out with just 20 full-time staff in 2011 and now employs over 5,000 people in the UK, USA, Australia and South Africa, is using the Encoded solution to streamline payment processes, strengthen th
West Monroe
MARCH 7, 2024
In our digital age, keeping our systems safe is key to ensuring public safety and the smooth running of our society. Recent cyberattacks by groups like Volt Typhoon, backed by China, have shown how these attacks can have widespread effect—especially on organizations that maintain critical infrastructure, house sensitive data, or provide critical services.
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!
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Feedbackly
MARCH 7, 2024
A business thrives on understanding and catering to its customers’ expectations, and data is an essential tool for this purpose. However, as data channels grow, you need a mechanism to optimize them to deliver better value from the information you gain from them. Data centralization is key to exploiting the maximum use of the data available for your organization.
West Monroe
MARCH 7, 2024
Listen to "Special Episode: Celebrating International Women’s Day 2024" on Spreaker. About the episode Friday, March 8 is International Women’s Day, and we’ve compiled our favorite insights, analysis, and lessons from female leaders who have appeared on This is Digital through three seasons. Featuring Why is customer centricity important?
Gainsight
MARCH 7, 2024
In the increasingly competitive digital landscape, customer success teams are the linchpins of retaining and expanding customer relationships. The key to their success lies in accurately gauging customer health through meticulously designed scorecards. However, traditional methods of scorecard creation and optimization often fall short, leading to missed opportunities and unforeseen churns.
West Monroe
MARCH 7, 2024
In our digital age, keeping our systems safe is key to ensuring public safety and the smooth running of our society. Recent cyberattacks by groups like Volt Typhoon, backed by China, have shown how these attacks can have widespread effect—especially on organizations that maintain critical infrastructure, house sensitive data, or provide critical services.
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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.
Brad Cleveland Blog
MARCH 7, 2024
I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And … Continue reading → The post The Cost of Recurring Problems appeared first on Brad Cleveland.
The DiJulius Group
MARCH 7, 2024
#1 Predictor of a Child’s Lifetime Income / Howard Schultz Tell Starbucks’ Leaders They Lost their Soul / Wendy’s Walking Back Surge Pricing Strategy / No Dreams Left Behind Retailers Ditching Self-Checkout Lanes Industry giants such as Costco, Walmart, Target, Kroger, and Dollar General are reversing their strategy on the self-checkout lanes.
ChurnZero
MARCH 7, 2024
If you’re a customer success leader in 2024, you’ve probably spotted the signs of stress among your CSMs over the last 18 months. You might be feeling the pressure too, and wondering if you’re the only manager affected. The good news is that you’re almost certainly not alone, suggests stress management and productivity coach Ryan Johansen—and that the sooner you understand this and take action, the faster you’ll learn to help yourself and your team manage stress better.
Playvox
MARCH 7, 2024
March 8th is International Women’s Day and represents a day of reflection, recognition, and celebration for women. On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. It is a date of historical significance that builds momentum in diverse social, political, and cultural conversations.
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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.
Cyara
MARCH 7, 2024
Discover how Project Gamma and AI validation is improving number testing with more accurate results, reduced resolution time and enhanced CX.
Forrester's Customer Insights
MARCH 7, 2024
Relationships matter. As a security leader, you need to be seen by customers, colleagues, C-level execs, and the cybersecurity community as helpful, trustworthy, fair, and with a good dose of empathy. Recently, I had the honor of speaking with the latest cybersecurity cohort at a local program for underprivileged, underserved students.
Zonka Feedback
MARCH 7, 2024
Creating a website survey is a strategic way to gain valuable feedback that can enhance user experience and drive business growth. It helps you know how your website visitors perceive their experience of using your website and guides you to make improvements and create better website experiences.
Forrester's Customer Insights
MARCH 7, 2024
All CMOs are under intense pressure to demonstrate the impact of marketing efforts on business outcomes. However, a cohesive marketing measurement strategy is often hindered by the complexity of data, the proliferation of touchpoints, and varying levels of marketing initiatives.
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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.
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