Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of ‘machine customers,’ we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification.

2024 143

2024 Leadership Customer Satisfaction Insights 143

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Generally, it is to find out if they did a good job or what they can do to make the experience better. In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. The general consensus was that shorter was better. After the show, we heard from John Hughes , who is connected with me on LinkedIn.

2024 100

2024 Workshop Customer Satisfaction Customer Service Training 100

Braze

FEBRUARY 27, 2024

The 2024 edition of our Global Customer Engagement Review is now available, offering up-to-date insights about the customer engagement landscape.

2024 105

2024 Customer Engagement Engagement Customers 105

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization.

Engagement 73

Engagement Contact Center Culture Metrics 73

Advertisement

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.

2024

Thematic

FEBRUARY 27, 2024

We all know that happy customers are good for business. But proving it with hard numbers? That's been a major headache for a long time. Why? Because feelings are hard to measure, and those feelings often live at the heart of the customer experience. Those feelings are worth figuring out. Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition!

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Thematic

FEBRUARY 27, 2024

We all know that happy customers are good for business. But proving it with hard numbers? That's been a major headache for a long time. Why? Because feelings are hard to measure, and those feelings often live at the heart of the customer experience. Those feelings are worth figuring out. Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition!

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

SurveySparrow

FEBRUARY 27, 2024

The retail world transformed overnight with the pandemic, doubling digital shopping from 16% to 33% in just three months. Impressive, right? But as we’ve settled into this digital norm, simply being online doesn’t cut it anymore. Customers expect more, and to stay in the lead, you’ve got to tune into their needs closely. This is where NPS comes into play.

NPS 52

NPS Retail 2024 Loyalty Programs 52

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Culture Demo Healthcare 52

Helpware

FEBRUARY 27, 2024

Call center quality assurance is all about ensuring customer satisfaction. The positive impressions a customer receives after interacting with an agent are vital. The internal quality control department handles conversation monitoring and enhancing your customers' experience.

Call Center 69

Call Center 2024 Customer Satisfaction Interaction 69

Advertisement

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.

Voice of Customer

CSM Magazine

FEBRUARY 27, 2024

In the changing world of business today, staying competitive requires a grasp of market trends, customer preferences and industry insights. To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform.

Document 52

Document Innovation Social Media Insights 52

Braze

FEBRUARY 27, 2024

While most marketers are likely familiar with SMS and how this channel can be used to support customer engagement, there’s another, similar channel that’s beginning to pop up more as a topic of conversation in the marketing space: RCS.

Customer Engagement 49

Customer Engagement Engagement Marketing Customers 49

Clarivate

FEBRUARY 27, 2024

When global trademark filing activity fell in 2022 , questions rose around what this signified. Would 2023 data show a second year of decline, indicating uncertain economic outlooks? Or would filing activity recover? To answer this question, we dove into curated trademark data from CompuMark to analyze application and filing history. With access to over 147 million trademark records, including application and filing history gathered directly from Patent and Trademark Offices (PTOs) such as the E

2023 98

2023 2022 2024 Brands 98

Zonka Feedback

FEBRUARY 27, 2024

Online surveys are a great way to capture customer feedback emotions, perceptions, and opinions about your business, and utilize them to create better products and services and enhance customer satisfaction.

Customer Satisfaction 59

Customer Satisfaction Feedback Customers Management 59

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!

Customer Experience

Forrester's Customer Insights

FEBRUARY 27, 2024

Forrester’s B2B event trends survey is back and we invite you to participate! Everyone completing the survey will gain access to the latest market trends and crucial information on building an audience-centric, integrated event strategy within their organization. Overview In the wake of the COVID pandemic, the B2B events landscape has undergone significant transformations.

B2B 55

B2B Events 2024 Insights 55

Circular Edge

FEBRUARY 27, 2024

The Vernon Company excels in tailored promotional solutions, enhancing corporate success. Partnering with Circular Edge, they optimize business efficiency through the Mobility Platform and AtomIQ solutions. The time allocated for employee training and UAT could have been extended. Certain customer scenarios surfaced post go-live, leading to retrofitted solutions based on real-time feedback from operations.

Advertising 52

Advertising Definition Reference Feedback 52

Forrester's Customer Insights

FEBRUARY 27, 2024

Business and technology leaders are moving away from shared services due to their association with delays, inflexibility, and bureaucracy. These negative perceptions have led organizations to seek alternatives to meet their agile and digital team requirements.

Technology 55

Technology Information 55

Circular Edge

FEBRUARY 27, 2024

Casper, globally acclaimed for its mattress, is a Circular Edge client leveraging Oracle JDE E1, Bedpost, Mulesoft, SFCC, OMS, RF Smart, and Predict Spring POS for optimized operations. Real-time JDE order ingestion, especially for ECOM and RTL orders, proves resource-intensive. To optimize performance, load-balanced AIS Servers and a Dedicated Enterprise Server were deployed.

Retail 52

Retail Books Reference Sales 52

Advertisement

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.

White Paper

Forrester's Customer Insights

FEBRUARY 27, 2024

Muchas de mis conversaciones recientes sobre 5G se han centrado en el futuro de la segmentación de redes. Quieren discutir fechas, desafíos, oportunidades, casos de uso e industrias. La realidad no es tan rosa como podría pensarse, dada la dependencia de comunidades ajenas a la industria de las telecomunicaciones.

Customers 55

Customers 55

CSM Magazine

FEBRUARY 27, 2024

Bitcoin investments became popular around the second quarter of 2010 when some companies began accepting Bitcoin payments along with fiat money. It didn’t take much for Bitcoin to break the market since it brought something new to the technological environment ―a decentralized peer-to-peer network through which users would control their assets and choose different investment paths.

2010 52

2010 Marketing Technology Events 52

Forrester's Customer Insights

FEBRUARY 27, 2024

For years, China’s economic growth and consumer market have been a magnet for global brands seeking expansion. However, the tide has turned, and domestic brands are now gaining momentum, surpassing their foreign counterparts in sales, revenue, and market share (see Figure 1).

Brands 55

Brands Consumers Sales Marketing 55

CSM Magazine

FEBRUARY 27, 2024

Today’s world offers a limitless variety of languages. Everywhere you visit, you’ll hear a different tongue. And yet, we still cooperate internationally and connect with others no matter what language we speak! This is all thanks to translators and translation services for schools. This is a prestigious profession that helps bring the world closer together, and many young people are excited about pursuing it.

Hospitality 52

Hospitality Government Travel Culture 52

Advertisement

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

Forrester's Customer Insights

FEBRUARY 27, 2024

Regional cross-border payment infrastructures are proliferating, and business customers now have richer payment rail choices. This has enabled fintech firms to deepen their market penetration. In response, banks are playing a game of competition, collaboration, and, sometimes, acquisition.

2024 52

2024 B2B Marketing Banking 52

Clarivate

FEBRUARY 27, 2024

At Clarivate we put sustainability at the heart of our business goals. Environment, social and governance issues are at the core of our global culture, serving as guiding principles for every decision we make. Our sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward.

Healthcare 52

Healthcare Workshop 2023 2022 52

Circular Edge

FEBRUARY 27, 2024

RailWorks, committed to seamless rail infrastructure, relies on Circular Edge's Orchestration for enhanced operational efficiency. Learning Orchestration involves tasks like calling UBEs, sending notifications, and executing queries. Notifications are triggered when there’s no route code in the Approval Matrix, and a default route code is assigned.

Advertising 40

Advertising Reference Books Management 40

BirdEye

FEBRUARY 27, 2024

The car dealership industry is a fast-paced game. To compete in this complex market and capture audience attention, dealership brands must put their best foot forward. To help you step up your strategy, we have compiled a list of the top car dealership advertising ideas. Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024.

Advertising 64

Advertising 2024 Automotive Social Media 64

Advertisement

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.

Customer Experience