CX Accelerator
NOVEMBER 7, 2023
By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.
Experience Investigators by 360Connext
NOVEMBER 7, 2023
When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.
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BirdEye
NOVEMBER 7, 2023
Imagine yourself sitting in a café observing a group of people using abbreviations like ‘BRB’, ‘IDK’, and ‘ICYMI,’ in their text messages. Although it may appear as if they’re speaking a new language, they are actually utilizing the power of text abbreviations. Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world.
Experience Investigators by 360Connext
NOVEMBER 7, 2023
Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.
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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.
BirdEye
NOVEMBER 7, 2023
Do you know what’s the one thing that is crucial in getting more sales? It is effective communication. As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
NOVEMBER 7, 2023
Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn
Optimove
NOVEMBER 7, 2023
As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. And then achieving all that at scale? Seems like a wish from our wildest dreams. That’s exactly what OptiGenie does. As your customers, marketing, and technology evolves, so too does Optimove’s AI.
SAP Customer Experience
NOVEMBER 7, 2023
How the Customer Data Platform is Redefining Retail By Peter Gergen, Solution Architect CX Currently, there is a transition from traditional retail experiences, characterized by generic product placements, impersonal offers and often frustrating checkout lines, to individually tailored customer experiences with a special focus on customer interests.
SurveySensum
NOVEMBER 7, 2023
Did you know that 79% of people shop on their mobile devices at least once in 6 months And no matter how attractive or data-driven your marketing campaigns are if you don’t provide a positive mobile CX to your customers then they are 62% less likely to make any future purchases from you? That’s why this should come as no surprise that the quality of mobile customer experience you provide to your customers has a profound impact on satisfaction, loyalty, and overall business performance.
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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.
SAP Customer Experience
NOVEMBER 7, 2023
Welcome to the third part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 2 which explains how to implement one of the SAP CDC passwords less authentication.
Kustomer
NOVEMBER 7, 2023
Zendesk is a mega player in customer service software, competing primarily with Kustomer, Freshdesk and Gorgias. And with over 50,000 paying customers (largely small businesses with B2B transactional models), Zendesk is a respectable brand name. But don’t get lost in the allure of their mighty brand name and powerful corporate marketing, because the Zendesk customer disappointment is real.
Helpware
NOVEMBER 7, 2023
Mastering how to de-escalate an angry customer is an essential skill for anyone in CS service. There are many reasons why clients might be upset. It could be just a bad day, their natural way of acting, or something specific that's bothering them about your service or product. A good customer service agent doesn't just communicate and answer questions, they try to figure out why the client is unhappy and help fix the problem to make them feel happier.
Lithium
NOVEMBER 7, 2023
Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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Magellan Solutions
NOVEMBER 7, 2023
Outsourcing is becoming a trend in the business world right now. Did you know that global spending on outsourcing is predicted to hit $731 billion this year, 2023, from the $92.5 billion market worth in 2019? So, what’s driving this growth? Companies of all sizes are realizing the benefits of outsourcing. By delegating non-core business functions to third-party service providers, they can free up their internal resources to focus on revenue-generating activities.
SAP Customer Experience
NOVEMBER 7, 2023
Welcome to the second part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 1 which explains how to implement one of the SAP CDC passwords less authentication.
Clarivate
NOVEMBER 7, 2023
What is the impact when IP departments are regularly asked to “do more with less”? Employees may feel that they are paying the price and burnout is on the rise. Instead, with thoughtful evaluation, IP legal teams can find areas of efficiency to work smarter with less. IP legal teams continue to face a universal business challenge: how to do more with less.
SAP Customer Experience
NOVEMBER 7, 2023
Welcome to the final part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 3 which explains how to implement one of the SAP CDC passwords less authentication.
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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.
2020 Research
NOVEMBER 7, 2023
You’ve probably heard that the chances of a new product, advertisement, or marketing messaging being rejected by customers are pretty high. In fact, 89% of new products fail in the market within their first five years. How can you improve your company’s success rate? There’s a step of product, ad, or messaging development that’s absolutely essential – concept testing.
SurveySparrow
NOVEMBER 7, 2023
Just as we lay back and imagine, “What more can AI do?” OpenAI came up with an array of ChatGPT plugins! I mean, can things get any easier? (Well, you never know until the next update!) Now, choosing the right plugin for your requirements is crucial for a seamless experience. And, once you do, getting your way around it might be a little confusing.
Gainsight
NOVEMBER 7, 2023
Does this scenario sound familiar? Customer data scattered across various systems, workflows bottlenecked by manual processes, and an overarching need for a more unified and efficient approach. This was the situation Sana Benefits was experiencing, and it rings true for countless organizations working to navigate their customer success maturity in order to deliver efficient growth in their business.
CSM Magazine
NOVEMBER 7, 2023
Salesforce, one of the world’s leading customer relationship management (CRM) platforms, offers powerful tools for businesses to manage their sales, marketing, and customer service operations. Beyond its out-of-the-box capabilities, Salesforce provides a robust development environment that allows organizations to customize and extend the platform to meet their unique needs.
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!
CX University
NOVEMBER 7, 2023
To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. CX University CX University first launched their CX Foundations Series in 2016, offering six online courses covering the core concepts of the Customer Experience discipline.
Cyara
NOVEMBER 7, 2023
Whenever your customer or agents face poor audio quality, their phone conversations will drag. This causes frustration and fatigue for both parties and can lead to negative experiences. Not only that, but it hampers your call duration and first call resolution rates, which in turn impacts your bottom-line. This blog will help you to better understand PESQ (Perceptual Evaluation of Speech Quality) and its role in delivering top-notch audio quality to your customers.
Clarivate
NOVEMBER 7, 2023
Generative AI presents enormous opportunities to transform how scientific and scholarly research is carried out. Faced with the pressure to publish, a more complex research environment to navigate, and growing administrative demands, researchers need better tools available to them. To meet these challenges, Clarivate is developing cutting-edge AI technology that will remove roadblocks in the research and publishing process and ultimately contribute to the betterment of research.
Zonka Feedback
NOVEMBER 7, 2023
With only two possible answers, collecting feedback using Yes or No surveys is one of the most effective ways to maximize response and capture actionable insights. Yes or no surveys, also known as dichotomous survey scales, allow respondents to provide quick and straightforward answers by choosing between two options: yes or no.
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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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