CSM Magazine
APRIL 29, 2024
We all make mistakes. If anyone tells you they never a mistake, that’s a lie. More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is.
The DiJulius Group
APRIL 29, 2024
Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own. A well-thought-out customer journey map will enable you to establish a signature. Read Full Article The post Customer Journey Map appeared first on The DiJulius Group.
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Heart of the Customer
APRIL 29, 2024
Building Your Customer Experience Dream Team Starting Out As the leader of a customer experience team, you want your team to be the best it can be. But what makes some teams rise above the rest? What can you do to truly unlock your business’s potential? And most importantly: how can you prove your success? […] The post From Vision to Execution: Building Your Customer Experience Dream Team appeared first on Heart of the Customer.
CX University
APRIL 29, 2024
Delivering exceptional customer experiences (CX) goes far beyond mere transactions. It requires a deep understanding of customer emotions and the ability to connect with them on a personal level. This is where emotional intelligence (EQ) emerges as a critical skill for CX professionals. Emotional intelligence, defined as the ability to recognize, understand, and manage one’s own emotions as well as the emotions of others, is the backbone of successful customer experiences.
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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.
CSM Magazine
APRIL 29, 2024
Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds. Far from being merely a band-aid solution during challenging times, combining remote work with regular office environments is carving its path as an enduring setup beneficial to everyone involved. Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
2020 Research
APRIL 29, 2024
The impact of the pandemic has been profound, giving rise to a group we refer to as Generation C(ovid). This unique cohort has been shaped by a tumultuous blend of global crises, rapid technological advancements, and significant societal shifts that unfolded during the pandemic. Their everyday lives have been undeniably altered, influencing how they make decisions, interact with others, and navigate the world around them.
CSM Magazine
APRIL 29, 2024
With the vast amount of data generated on social media platforms every second, harnessing this information effectively can be challenging. In this article, we’ll explore five key capabilities of BI that empower businesses to monitor social media conversations, analyze sentiment, conduct competitor analysis, create customized dashboards and reports, and integrate social media data with other sources for comprehensive analytics.
Forrester's Customer Insights
APRIL 29, 2024
Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.
CSM Magazine
APRIL 29, 2024
You know, in this day and age, with all the craziness and uncertainty going on in the world, having the right communication tools in place can be an absolute lifesaver – both for businesses and the people who work for them. That’s where Emergency Communication and employee communication software come into play. Now, I get it; the idea of “emergency communication software” might sound a bit heavy, right?
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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.
Forrester's Customer Insights
APRIL 29, 2024
Generative AI has topped the list of customer inquiries and conversations I have been having this year. No surprises there. Interestingly, at least half of them have been about AI in customer service and chatbots, virtual assistants and knowledge bots for customers, which seem top of mind for most customer service leaders.
Alida
APRIL 29, 2024
Generative UX research is like being a detective. You're digging deep to understand why your users do what they do. You're looking for those "aha" moments that reveal what your customers really need. It's all about exploring and generating new ideas, not just testing what's already there. Let's dive into what generative UX research is, its value, and how you can leverage it to achieve your goals.
Nasuni
APRIL 29, 2024
Lance Shaw shares details about Nasuni’s leading hybrid cloud data platform earning a DCIG Top 5 spot in two different categories.
Thematic
APRIL 29, 2024
Around 2014, I was an AI consultant when several companies asked if I could help them use AI to save time analyzing open-ended survey responses. Since survey responses are traditionally coded by market researchers, I spoke to several of them about how AI can help. They all raised the same concern: I don’t want a black box! Fast forward 10 years, and the AI that most companies use today, is basically a black box.
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
APRIL 29, 2024
Devices like Apple’s Vision Pro use several technologies to mix the digital and physical worlds. One of them is computer vision (CV).
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