Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. But it’s a real bummer to see them drift away to a competitor – especially after all the effort you’ve put into winning them over. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 141

Customer Retention B2B Customers Loyalty Programs 141

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

Document 136

Document Contact Center Interaction Technology 136

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it. Each part will explore the various psychological aspects of Customer Experiences to clarify what they are and provide practical advice about using them.

Customers 78

Customers Information Advertising Reference 78

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

Document 109

Document Contact Center Interaction Technology 109

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

CSM Magazine

MAY 9, 2024

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Vulnerability shows up in many ways – whether that’s dealing with money woes, facing physical limitations or battling the ups and downs of mental wellness. The first step in offering meaningful support is understanding the multifaceted nature of vulnerability.

Engagement 52

Engagement Magazine Customer Confidence Customers 52

CSM Magazine

MAY 9, 2024

ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences. The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: Unified Experience from Genesys and ServiceNow. The new solution will leverage AI, automation, and digital capabilities to unify customer service teams, centralize routing, and optimize workforce engagement for personalized c

Employee Experience 52

Employee Experience 2024 Events Connections 52

BirdEye

MAY 9, 2024

Safe and reliable advertising is crucial for both customers and businesses today. The latest Google Ads Safety Report highlights the search giant’s commitment to ensuring a secure and reliable ads ecosystem. It emphasizes Google’s ongoing efforts to combat scams, misleading ads, and other threats. In its report, Google showcases its relentless pursuit of maintaining a safe digital advertising environment, leveraging cutting-edge technologies like generative Artificial Intelligence (AI) and Large

2023 59

2023 Advertising Financial Innovation 59

CSM Magazine

MAY 9, 2024

In the push to keep clients coming back, AI’s smart solutions are leading the charge—merging innovation with that human touch. Thanks to artificial intelligence, the game has changed for how companies talk to you and me – it’s all about getting personal in a smart way. Thanks to AI’s power, sifting through massive chunks of information helps businesses get up close and personal with customer trends and necessities.

Customer Retention 52

Customer Retention Customer Experience Customers Customer Journey 52

SurveySparrow

MAY 9, 2024

You can take your blog to a whole new level by implementing some very simple software or blogging tools and integrating them into your blogs. These tools will elevate your blogs by adding a bunch of great features you may never have considered. Before we list some of the best ones we’ve discovered (and are frequently used by expert bloggers), let’s first take a look at how exactly your blog can be improved in the first place.

Blog 59

Blog Social Media NPS Definition 59

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

MAY 9, 2024

Avaya has acquired Edify, integrating advanced AI-powered customer journey orchestration and workflow capabilities into the Avaya Experience Platform (AXP). The acquisition accelerates Avaya’s ability to provide personalized customer experiences through task automation, journey orchestration, and CRM connectors. The integration of Edify’s no-code orchestration engine into AXP allows businesses to create and deploy workflows easily, enhancing customer interactions.

Contact Center 52

Contact Center 2024 Customer Journey Communication 52

Braze

MAY 9, 2024

At Braze, our customer engagement platform is built on a foundation of streaming data. That architecture allows our customers to gain an in-the-moment understanding of how their users engage (or don’t, as the case may be) with their messages, their website, their mobile app, and more. Having that data—and the ability to dig deeper or act on it, as the situation dictates—makes it possible for brands to build better relationships with their audience and hit their business goals.

Customer Engagement 52

Customer Engagement Engagement Brands Customers 52

CSM Magazine

MAY 9, 2024

Is your organisation leveraging the latest technology to deliver outstanding customer experiences? In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. The session kicked off with the panelists agreeing that while the core challenges in customer experience remain similar to a decade ago, the technology to solve them has advanced rapidly

Innovation 52

Innovation Technology Customer Service Customer Journey 52

ChurnZero

MAY 9, 2024

“You need to be proactive, not reactive.” “Our team needs to do more with less.” “We need to make things more scalable.” As a CSM, you hear these truths all the time, says customer success coach Ryan Johansen —and they never get easier to hear. After all, it’s not like you don’t want to talk to your customers more often. What’s hurting your customer success outreach is that you manage a lot of customers, some are noisier than others, and you have limited time.

Customer Success 52

Customer Success Webinar Customers Communication 52

Advertisement

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.

2024

CSM Magazine

MAY 9, 2024

Sprinklr, a Unified-CXM platform, has launched Sprinklr Surveys, entering the Customer Feedback Management (CFM) market with AI-powered survey capabilities. The new offering integrates solicited survey feedback with unsolicited feedback sources to provide actionable insights for enterprise clients. Sprinklr aims to address challenges faced by customer experience teams, such as outdated surveys, small datasets, and delays in issue resolution, with a modernized, AI-first approach.

Feedback 52

Feedback Demo Customer Satisfaction Insights 52

SurveySensum

MAY 9, 2024

Quality healthcare depends on effective communication, as proven by staggering statistics. Over 70% of medical errors are caused by poor communication, costing billions annually. Studies show that patients who have a good relationship with their doctors are more likely to follow their treatment plans, improving health outcomes and satisfaction. The art of building patient trust is often lost in the noise of selling products and services.

Communication 52

Communication Loyalty Programs Healthcare Loyalty 52

CSM Magazine

MAY 9, 2024

Navigating the complex field of workers’ compensation in Brisbane requires an experienced compensation lawyer who can guide you through the process with clarity and confidence. When faced with a workplace injury or accident, the assurance of having a legal expert, such as the experts at Attwood Marshall , by your side can significantly influence the outcome of your claim.

Insurance 52

Insurance Hospitality Financial Events 52

Zonka Feedback

MAY 9, 2024

Ensuring a great patient care is essential for the success of any healthcare business. Healthcare surveys emerge as a potent tool in this pursuit. They not only assess patient health but also gather crucial feedback on their healthcare experiences. This feedback, in turn, enables you to personalize care plans, enhance patient outcomes, and forge stronger patient relationships.

Feedback 98

Feedback Healthcare Insights Management 98

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

MAY 9, 2024

Read this blog post to understand the actions that organizations need to take throughout the sustainability materiality assessment process.

Blog 55

Blog Management 55

Brad Cleveland Blog

MAY 9, 2024

After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded of them and thought I would share five thoughts from the first article. 1. AI … Continue reading → The post The Future of Contact Centers: 5 Insights appeared first on Brad Cleveland.

Contact Center 52

Contact Center Insights Article Multi-Channel 52

Forrester's Customer Insights

MAY 9, 2024

Today, I am happy to announce the publication of the Forrester Reference IT Capability Map. This is a comprehensive, mutually exclusive and comprehensive statement of the major capabilities used to define and deliver IT and digital systems, individually and at a portfolio level.

Reference 55

Reference Customers 55

Centercode

MAY 9, 2024

Alexa explores the good and the bad of micro assumptions. Learn how they can be a guide to swift decisions and innovation.

Innovation 52

Innovation 52

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

Amplifai Coaching Category

MAY 9, 2024

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

Call Center 52

Call Center 2024 Contact Center Customer Satisfaction 52

SurveySparrow

MAY 9, 2024

Is it time to start looking for Kahoot Alternatives? Well, it is pretty normal to want a change. Kahoot might be one of the most fun learning platforms out there, but that doesn’t mean it has to fit the bill every time! ( and for everyone) There’s no need to fret—the research is done and dusted! All you need to do is review this detailed list of tools ( both free and paid) and choose what suits your current needs.

Presentation 52

Presentation Interaction 2011 Engagement 52