TechSee
JUNE 29, 2023
AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.
Team Support
JUNE 29, 2023
Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success.
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IntouchInsight
JUNE 29, 2023
Mystery shoppers, secret shoppers, silent shoppers…they are known by many names, but who are these shoppers shrouded in enigma? And what exactly do they do? Mystery shopping is a form of market research. Over the last 80 years, it has only grown in popularity as it has been fuelled by technological advancements.
ClearAction
JUNE 29, 2023
Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc.
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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.
C3Centricity
JUNE 29, 2023
In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
MyCustomer
JUNE 29, 2023
Representation of the LGBTQ+ community in marketing has progressed significantly in recent years, with brands showcasing their support through
SurveySensum
JUNE 29, 2023
A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. — Sound familiar? Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal.
CSM Magazine
JUNE 29, 2023
Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. The collaboration will see Memo Group leverage Sabio’s extensive CX technology expertise and consultancy services to ensure seamless integration and ongoing maintenance of its Twilio Flex solution.
Optimove
JUNE 29, 2023
Discover key findings from our recent 2023 Back-to-School Survey. With 88% of respondents showing a strong preference for their favorite brands during the back-to-school season, retailers have a significant opportunity to enhance brand engagement. The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year.
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
West Monroe
JUNE 29, 2023
Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Case in point: 29 out of the 30 largest utilities in the United States have a net-zero carbon goal, committed to reducing and offsetting emissions across Scopes 1, 2 and 3 by 2050—with some utilities committing to achieve it by 2030.
Think Customers
JUNE 29, 2023
Last week was one of the CX industry’s biggest events — Customer Contact Week. Of course, the hot topic of the show was AI and how it can be used in the contact center and throughout the customer journey. I spoke with show attendees and exhibitors to get their take on what AI means for CX and the contact center. Logitech’s Adriana Vazquez remarked on the benefit of getting so many points of view together at the show to discuss how to move forward with AI.
MyCustomer
JUNE 29, 2023
In December 2021, a pint of low fat milk was around 45% cheaper than it is today, [1] the average household energy bill was up to 80% lower and the cost
West Monroe
JUNE 29, 2023
Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Case in point: 29 out of the 30 largest utilities in the United States have a net-zero carbon goal, committed to reducing and offsetting emissions across Scopes 1, 2 and 3 by 2050—with some utilities committing to achieve it by 2030.
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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?
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Forrester's Customer Insights
JUNE 29, 2023
I aim to help clients understand the technologies available to help them scale and report on the progress of their accessibility programs, starting with our just published Forrester Landscape on the Digital Accessibility Platforms market.
Clarivate
JUNE 29, 2023
OpenAI’s launch of ChatGPT on March 14 heralds a new era of artificial intelligence that will have profound implications for society, including the life science and healthcare industries. As when any new technology appears on the horizon, a tremendous amount of overheated hyperbole has dominated coverage of the topic in the months since. There are, however, some truly alluring potential use cases for generative AI applications such as ChatGPT for the life sciences and healthcare industries – as
Forrester's Customer Insights
JUNE 29, 2023
Last week, I spent some time at the Cannes Lion 70th International Festival of Creativity. I hadn’t been to the event since back in the days when I was covering mobile advertising for Forrester. It is pretty obvious that over the past 10-plus years, US tech players have progressively dominated the ad industry.
Brandwatch CX
JUNE 29, 2023
Who has the most Instagram followers? We run through the top 20 accounts to see who's made it into the Instagram hall of fame.
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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.
Cyara
JUNE 29, 2023
Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 billion by 2031, putting it on a 16.8% annual growth rate.
Optimove
JUNE 29, 2023
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
Upstream Works
JUNE 29, 2023
This blog explores two ways AI can help contact centers become more enterprise-ready.
2020 Research
JUNE 29, 2023
Steve Schlesinger, Executive Chairman of Sago, talks about the history of the business: from his mother running focus groups in his childhood home to the global company it is today. Steve shares what he’s learned over 35+ years in the industry and why he is still motivated to go to work every day.
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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.
Zonka Feedback
JUNE 29, 2023
Learn how to implement surveys on website for maximized response and user satisfaction. In today's digital age, gathering feedback and understanding your audience's preferences is crucial for business success. Whether visitors are uninterested, accidental, or unsure about your product's value, it's essential to understand the reasons behind their website abandonment.
2020 Research
JUNE 29, 2023
Seemingly overnight, artificial intelligence has become part of our day-to-day lives, sparking a range of emotions from curiosity and excitement to fear and uncertainty. Hear from Sago's Chief Product Officer, Steve Mast, on how consumers feel about AI and the information it generates.
Clarivate
JUNE 29, 2023
Every year over 10 million new brand names and company identities are registered around the world as trademarks, joining the 130+ million active already in place. While many of these will be for products and services that are sold locally by small businesses, in an increasingly interconnected world, global brands are being created at an unprecedented rate.
Nasuni
JUNE 29, 2023
Nasuni Chief Financial Officer, Scott Dussault, outlines a few of the financial advantages of shifting from CapEx to OpEx from the CFO perspective.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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