Experience Investigators by 360Connext

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.

Customer Journey Mapping 205

Customer Journey Mapping Customer Experience Customer Journey Employee Experience 205

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? Your mindset may actually be the key to success. If you want to hear salespeople groan, mention cold calling. It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available.

Sales 98

Sales Connections Reference Social Media 98

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.

Customer Centricity 83

Customer Centricity Culture Loyalty Programs Loyalty 83

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.

Management 69

Management Net Promoter Score Customer Experience Social Media 69

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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.

Customer Experience

Doing CX Right

DECEMBER 11, 2023

Learn exactly how smart companies effectively leverage AI innovations while maintaining exceptional human-centric service with Keynote Speaker, Stacy Sherman, and CXQA, Rob Connelly. The post AI Innovations That Support (Not Replace) Humans in Customer Experience – Live From Reuters Event appeared first on Doing CX Right.

Events 64

Events Innovation Customer Experience Customers 64

CSM Magazine

DECEMBER 11, 2023

In the changing world of mortgage brokering, maintaining an edge is crucial for long-term success. To navigate the market and outshine competitors, smart brokers equip themselves with a variety of tools to serve clients and manage their businesses efficiently and effectively. In this article, we’ll explore some tools that every mortgage broker should have in their toolkit. 1.

Document 52

Document Customer Relationship Management Social Media Government 52

Alida

DECEMBER 11, 2023

Alida was recently represented at one of the tech industry's largest conferences, Amazon re: Invent, with Daniel Charles, the SVP of Product and Go-To-Market, sharing insights into Alida’s exciting integration of AWS Bedrock.

Insights 100

Insights Marketing 100

CSM Magazine

DECEMBER 11, 2023

The average attrition rate for call center agents in the U.S. and U.K. is between 30% and 45% annually, according to a NICE WEM Global Survey. This is significantly higher than other industries. This high turnover rate not only leads to increased costs in recruitment and training, but also has a negative impact on overall customer satisfaction and brand reputation.

Contact Center 52

Contact Center Magazine Culture Call Center 52

IntouchInsight

DECEMBER 11, 2023

As we all get ready to jump into a new year, we have one last Flash Points consumer data round-up for 2023.

Retail 126

Retail 2023 Consumers 126

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

West Monroe

DECEMBER 11, 2023

The Consumer Financial Protection Bureau (CFPB) issued a final ruling amending Regulation B (Reg B) to implement changes to the Equal Credit Opportunity Act (ECOA) through section 1071 of the Dodd-Frank Act. Under this ruling, covered financial institutions (FIs) will be required to collect and report on significant amounts of new data from small business applicants seeking credit.

Financial 52

Financial 2024 Banking Technology 52

Magellan Solutions

DECEMBER 11, 2023

The History of Magellan Solutions Discover Magellan Solutions’ history through a journey through its past. Our CEO, Frederick Chua, shares a significant chapter in Magellan’s founding. Now, picture this: it’s 2001, and Frederick works in a call center called Etelecare. In the early 2000s, call centers were booming, and Etelecare was creating waves in the BPO industry.

Leadership 52

Leadership 2008 Call Center 2001 52

SmartKarrot

DECEMBER 11, 2023

In the dynamic landscape of technology and innovation, the success of any product or service hinges on the seamless onboarding of customers. As a seasoned professional in the realm of customer success , I’ve witnessed and overcome various challenges associated with customer onboarding. In this article, we will delve into the intricacies of navigating common pitfalls and proposing effective solutions to master the art of customer onboarding.

Communication 8

Communication Customers Customer Success Feedback 8

Forrester's Customer Insights

DECEMBER 11, 2023

There are five key ways that marketing’s role changes when making the shift to buying groups and opportunities. Find out what they are in this week’s Saying Goodbye to MQLs blog.

Blog 52

Blog B2B Sales Marketing 52

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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

West Monroe

DECEMBER 11, 2023

The Consumer Financial Protection Bureau (CFPB) issued a final ruling amending Regulation B (Reg B) to implement changes to the Equal Credit Opportunity Act (ECOA) through section 1071 of the Dodd-Frank Act. Under this ruling, covered financial institutions (FIs) will be required to collect and report on significant amounts of new data from small business applicants seeking credit.

Financial 40

Financial 2024 Banking Technology 40

Braze

DECEMBER 11, 2023

Media and entertainment brands have been growing at an astonishing rate over the past five years—but what happens when the boom times end?

Entertainment 40

Entertainment Brands 40

Currency Alliance

DECEMBER 11, 2023

As everyone knows in the loyalty industry, entering into new commercial agreements with partners can be a very time-consuming effort. First, there are the commercial discussions. Then there is the legal contracting – which involves all key stakeholders in creating a typical 30-40 page contract. Then there is the technical integration effort, and finally the collaborative marketing planning to promote the new partnership.

Loyalty 52

Loyalty Loyalty Programs Document Brands 52

Forrester's Customer Insights

DECEMBER 11, 2023

The Potential Of Generative AI For Customer Journey Mapping, Analytics, And Orchestration Generative AI’s transformative impact on journey mapping, journey analytics, and journey orchestration has only just begun. It promises to connect humans to complex journey data in more natural ways and generate hyperpersonalized recommendations for people and systems working with customers.

Customer Journey Mapping 32

Customer Journey Mapping Customer Journey Connections Customers 32

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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

CSM Magazine

DECEMBER 11, 2023

In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. According to Statista, the chatbot market is forecast to reach around 1.25 billion U.S. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences.

2025 52

2025 Workshop 2016 Customer Engagement 52

Forrester's Customer Insights

DECEMBER 11, 2023

Learn more about the impending changes to Gmail and Yahoo spam rules, along with what you can do about it.

Sales 40

Sales Marketing Technology Customers 40

SurveySensum

DECEMBER 11, 2023

Mira is a crazy shopper and a pro at getting amazing deals. Whenever I want to buy something beyond my budget, I run to Mira. So, one day I observed the master at work. I saw that she explored at least 5 different shopping websites to shop for a pair of black heels. Finally, through a social media referral, she snagged the heels at a WHOPPING 25% DISCOUNT compared to the price listed on the brand’s website.

Omnichannel 52

Omnichannel Social Media Multi-Channel Customer Journey 52

West Monroe

DECEMBER 11, 2023

Listen to "AI for Executives: Practical Uses for You and Your Company" on Spreaker. About the episode Can generative AI fix your data problems? Is prompt engineering a role or a skill? How is ChatGPT really useful for leaders? Host Rissa Reddan welcomes leaders from West Monroe’s AI Lab–and the hosts of West Monroe’s podcast miniseries "This Is AI"–to answer your burning questions about gen AI heading into 2024.

2023 52

2023 2024 ROI Innovation 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