ShepHyken
SEPTEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?
Middlesex Consulting
SEPTEMBER 23, 2024
Outstanding customer experiences are the path to sustainable differentiation and growth for industrial OEMs. This article connects the dots between Growth, ➜ Sustainable Differentiation, ➜ Great Customer Experiences, ➜ Standard Processes. While each step is important, I believe that the most insightful part of this article is the methodology developed by Jon Picault to quantify […] The post Experience-Led Growth: The Path to Sustainable Differentiation appeared first on Middlesex Consultin
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COPC
SEPTEMBER 23, 2024
Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. However, despite its popularity, many executives remain unconvinced of its value. We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meanin
West Monroe
SEPTEMBER 23, 2024
Motivations to prioritize sustainability and decarbonization have shifted, specifically in manufacturing. Notably, changing consumer sentiment and culture, growing technology and product innovation, and evolving dynamics of supply chains are driving trends for the industry to prioritize sustainability initiatives. In fact, “20% of the world’s largest companies have made net-zero commitments, representing sales of nearly $14 trillion,” with more than 400 large U.S.
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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.
Integrity Solutions
SEPTEMBER 23, 2024
Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Forrester's Customer Insights
SEPTEMBER 23, 2024
Healthcare providers and health insurers are exhausted from point-solution fatigue. Narrow focus on the “digital front door” in healthcare has yielded some success on customer acquisition but left much to be desired on the trust frontier. To earn trust, healthcare organizations (HCOs) must create value with customers.
Strativity
SEPTEMBER 23, 2024
The post 12 Rules of Impactful Modern Loyalty Programs appeared first on Material.
Forrester's Customer Insights
SEPTEMBER 23, 2024
Last week, Mavis Liew and I had the pleasure of hosting Forrester’s B2B Peer discussion session with a small group of CMOs from enterprises across the Asia-Pacific region.
TechSee
SEPTEMBER 23, 2024
Agentic AI is changing the game for enterprises. Imagine AI systems that don’t just respond to commands but can act independently, learn in real time, and solve complex problems—just like a human agent. This is the promise of Agentic AI. Agentic AI offers a clear path to transformation for enterprise leaders looking to streamline operations, accelerate and improve customer service, enhance customer experiences, and gain a competitive edge.
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!
West Monroe
SEPTEMBER 23, 2024
Listen to "Inflation, Interest Rates, and the Election: What’s Next for the U.S. Economy?" on Spreaker. About the episode We explore the outcomes of the latest Federal Reserve meeting with Moody’s economists Matt Colyar and Justin Begley. We dive into the Fed’s 50-basis-point rate cut, its impact on business refinancing, and the labor market’s influence on policy.
Help Scout
SEPTEMBER 23, 2024
Implementing AI Support is challenging. Here are the main issues your support team will need to overcome and why the ROI is worth the effort.
Strativity
SEPTEMBER 23, 2024
The post The Dual Imperative in Banking: A Balancing Act Between Operational Efficiency and Innovation appeared first on Material.
Forrester's Customer Insights
SEPTEMBER 23, 2024
As artificial intelligence (AI) becomes a key driver of economic growth, it presents both opportunities and challenges. To ensure AI benefits society, employees, customer and organizations, it’s crucial to prevent a scenario where the concentration of power in the tech sector leads to a new form of digital dominance.
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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.
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Strativity
SEPTEMBER 23, 2024
The post Data Lake Implementation — Expected Stages and Key Considerations appeared first on Material.
Forrester's Customer Insights
SEPTEMBER 23, 2024
One of the three principles of High-performance IT (HPIT) is to build trust on a foundation of security, privacy and resilience. As a CIO, executing your strategy will be much easier if you unleash the talent of the person who plays an outsized role in building a trusted business: your Chief Information Security Officer (CISO).
Strativity
SEPTEMBER 23, 2024
The post 20 Analytical Tools Every Market Researcher Should Know appeared first on Material.
Forrester's Customer Insights
SEPTEMBER 23, 2024
Get a detailed look at how the two winners of Forrester’s 2024 Technology Strategy Impact Awards for EMEA have successfully demonstrated exceptional alignment, adaptivity, and trust in their IT strategies, setting a shining example for their respective industries.
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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.
Joe Rawlinson
SEPTEMBER 23, 2024
Promo giveaways are a tried-and-tested strategy for boosting customer loyalty. Whether it’s to build brand recognition or foster deeper connections with clients, promotional products are versatile tools that help your business stay top-of-mind. However, the effectiveness of these giveaways hinges on selecting the right items that resonate with your audience.
Forrester's Customer Insights
SEPTEMBER 23, 2024
Get a detailed look at the winner of this year's Forrester Enterprise Architecture Award for EMEA DRÄXLMAIER Group.
CSM Magazine
SEPTEMBER 23, 2024
In an increasingly digital commercial world, data is a highly valuable commodity, and none more so than customer data. With the rapid rise of e-commerce , omnichannel engagement, and customer service platforms, companies are now collecting and handling more customer information than ever before. Moreover, with cybercrime consistently on the rise, that data is under increased threat, which means cybersecurity is now a critical aspect of what constitutes good customer service.
SurveySensum
SEPTEMBER 23, 2024
Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. What’s in it for you? Simply put, revenue boost. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust.
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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
CSM Magazine
SEPTEMBER 23, 2024
The American president, Joe Biden, targeted poor customer service recently when he said companies were playing hardworking Americans for “suckers.” Biden announced several proposals aimed at easing customer service pain points, part of a “ Time is Money ” initiative. The initiative will include rules and potential regulations aimed at tackling the “general aggravation” caused by substandard customer service.
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