InMoment XI
FEBRUARY 21, 2024
When you think of probability sampling, you may think about statistical analysis and research studies. However, probability sampling can be a great tool for CX practitioners because it allows them to systematically collect feedback from representative samples of customers, which enables them to gain deeper insights into customer needs, preferences, and satisfaction levels.
Bill Quiseng
FEBRUARY 21, 2024
Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.
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Retently
FEBRUARY 21, 2024
Are you wondering which channels are effectively leading customers to your business? “How did you hear about us?” surveys are critical tools for uncovering this information, directly influencing your marketing strategy and budget allocation. By pinpointing where your customers come from, you can streamline your efforts, enhance engagement, and grow your business.
BirdEye
FEBRUARY 21, 2024
Artificial Intelligence (AI) is constantly evolving, pushing the boundaries of what’s possible. With each new advancement, businesses and agencies scramble to understand its potential impact and how to leverage it for success. Google’s new Gemini AI model has notably stirred the tech community, heralding substantial advancements in AI capabilities and generating excitement and caution.
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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.
Michel Falcon Experience
FEBRUARY 21, 2024
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
FEBRUARY 21, 2024
VoiceAbility, a leading voice and rights charity supporting vulnerable people for over forty years, has partnered with customer experience experts Sabio Group to implement innovative Amazon Connect and Salesforce technologies. This digital transformation project has enhanced VoiceAbility’s communication capabilities, improving efficiency and empowering the charity to better serve its clients.
SurveySensum
FEBRUARY 21, 2024
In today’s business landscape, the integration of artificial intelligence (AI) into customer interactions has become pervasive, spanning industries from retail to healthcare. While AI offers unparalleled efficiency and scalability in handling customer inquiries and providing support, there’s a critical aspect that often gets overlooked— the human connection.
Brad Cleveland Blog
FEBRUARY 21, 2024
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.
CSM Magazine
FEBRUARY 21, 2024
We all know the importance of good customer service across all industries. When a business doesn’t know how to adequately serve its customers, it can be in big trouble. Some sectors struggle with this more than others. Online bingo sites are regularly regarded as some of the worst from a customer service standpoint. Many of these websites exist, though customers constantly make complaints about one thing or another.
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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.
The DiJulius Group
FEBRUARY 21, 2024
Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative.
Forrester's Customer Insights
FEBRUARY 21, 2024
Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. The convergence of these factors tests HCOs’ adaptability and resilience. In two new reports on healthcare trends, we explore how HCOs can weather the storm and overcome these challenges.
Brad Cleveland Blog
FEBRUARY 21, 2024
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.
Zonka Feedback
FEBRUARY 21, 2024
Customer feedback – it's the key to understanding your audience, building stronger relationships, and ultimately, driving business success. But navigating the vast landscape of this feedback can feel like venturing into a data abyss, teeming with diverse formats and hidden insights. Here's where the crucial distinction between structured and unstructured data comes into play.
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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Forrester's Customer Insights
FEBRUARY 21, 2024
The first reports on the climate impact of organizations under the EU’s Corporate Sustainability Reporting Directive (CSRD) won’t trickle in until 2025 for the 2024 financial year. And the greatly anticipated Securities And Exchange Commission (SEC) rule on Climate-Related Disclosure slated to be finalized in 2023 has been postponed yet again.
Strativity
FEBRUARY 21, 2024
When built around future-state outcomes and activations, a segmentation becomes a powerful driver of growth. Learn how to leverage segmentation for your business.
Forrester's Customer Insights
FEBRUARY 21, 2024
For the last six months, I’ve been deep in the weeds of evaluative research on learning platforms, and it has been eye-opening.
Strativity
FEBRUARY 21, 2024
When built around future-state outcomes and activations, a segmentation becomes a powerful driver of growth. Learn how to leverage segmentation for your business.
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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.
Forrester's Customer Insights
FEBRUARY 21, 2024
Check out this preview of The Forrester Wave™: Digital Asset Management Systems, Q1 2024, which reveals the DAM vendors that are pushing the boundaries of intelligent and strategic creativity.
CSM Magazine
FEBRUARY 21, 2024
Modern web development is an important cornerstone of industry-specific importance with which companies design competitive advantages in their fields. Cutting-edge companies such as IT Craft are spearheading crafting bespoke web solutions custom-tailored to the unique demands that industries like HealthTech, FinTech, and far beyond the present. This article explores how specialized services in web development are changing the future for these industries by underlining the role an expert develope
Forrester's Customer Insights
FEBRUARY 21, 2024
Welcome to the second installment of Forrester’s Generative AI Consumer Outlook Quarterly Blog Series! You’ll be able to find the first one here. With GPT-4 Turbo’s launch in late 2023, Google’s announcement of Gemini, and Microsoft Copilot’s Superbowl ad, consumers are now faced with plenty of options for consumer-facing gen AI tools.
Forrester's Customer Insights
FEBRUARY 21, 2024
Recently, I had the honor of presenting Forrester’s Predictions for 2024 to over a thousand tech and business leaders. There were, unsurprisingly, a ton of questions about generative AI. I’d like to answer some of the more technical questions we got.
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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.
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