Retently

AUGUST 15, 2024

Imagine browsing your favorite online store, filling up your cart with everything you need, and then… something goes wrong. Maybe the checkout process is confusing, or you’re faced with unexpected import duties or shipping or return fees. Frustrating, right? That’s when you reach out to customer support, hoping for a quick fix. Now, think about how you’d feel if, after that interaction, the store reached out to ask about your experience and actually used your feedback to make things better

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Beyond Philosophy

AUGUST 15, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.

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Healthcare Effort Score Books Workshop 78

Optimove

AUGUST 15, 2024

See the difference control groups make in this guide Download Now Why it Matters: For marketers, Optimove is recognized for its ability as an email marketing service provider to drive efficiency for cross-channel marketers both in their day-to-day work (Process and Workflow) and their overall business (Organizational Improvement) Optimove was evaluated with the highest possible scores for Personalization, Process and Workflow Innovation, Email Value, and Organizational Improvement.

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2024 Multi-Channel Marketing Download 64

ChurnZero

AUGUST 15, 2024

This is a guest post by Josh Schachter, founder and CEO of UpdateAI. As a post-sales leader, my role hinges on increasing revenues from existing customers. One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. In this blog post, I’ll walk you through how AI tools like UpdateAI, along with others, can be used to enhance customer retention by identifying, investigating, and acting on key tr

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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.

2024

Doing CX Right

AUGUST 15, 2024

Government CX is just as important as private sector customer experience. Read lessons about new initiatives that can benefit all industries. The post From Government CX to Private Sector: Breaking Through ‘Doom Loops’ and Red Tape appeared first on Doing CX Right.

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Government Customer Experience Customers 59

Joe Rawlinson

AUGUST 15, 2024

How can you make your business even more successful than it is? That’s a good question, and one that we think you should be answering as often as you can. If you want to have any hope of taking your business further that it’s current state, you must have the ambition to do so. If you don’t, then there is no way that you are ever going to see the higher levels of success, and that would be a shame.

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Forrester's Customer Insights

AUGUST 15, 2024

For a time, it appeared that the reach of serverless platforms had exceeded their grasp. After some notable success stories like the high-profile “serverless-first” Capital One strategy, hype appeared to be dying down.

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Definition Customers 70

Uplight

AUGUST 15, 2024

As the world shifts towards electrification, utilities are faced with the challenge of managing unprecedented increases in grid demand. According to some experts, like the Brattle Group, fully electrified heating and transportation could add up to 3,000 terawatts to U.S. electricity demand by 2050, nearly doubling electric load. Ensuring that this new load doesn’t strain Read More The post Navigating Home Electrification Challenges: Heat Pumps with Smart Controls appeared first on Uplight.

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Transportation Management 52

Forrester's Customer Insights

AUGUST 15, 2024

Forrester’s top ten cloud trends for 2024 report is out. No one will be surprised that AI figures prominently. Yet there are other fundamental shifts in play — the rise of the intelligent edge, increased cloud compliance complexity, and (finally!) mature multicloud networking offerings.

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2024 Government Information Innovation 67

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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.

Customer Experience

Currency Alliance

AUGUST 15, 2024

The real purpose of marketing personalization is to maximize marketing engagement and, consequently, customer lifetime value (CLV). This implies being able to determine offers and incentives based on predicted CLV, so that personalization produces favorable business outcomes. This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand.

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Loyalty Programs Loyalty Marketing Airlines 52

Forrester's Customer Insights

AUGUST 15, 2024

If you’ve ever seen the Wizard of Oz, you might remember the moment when Dorothy realizes the Wizard is not in fact all-powerful. He is just a man with a very loud voice. She also learns that she doesn’t need his power or magic to send her home – the power lies within herself.

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Brands B2C Communication Insights 36

Forrester's Customer Insights

AUGUST 15, 2024

Global travel spending is roaring back and will fully recover to pre-pandemic levels by the end of 2024, surpassing $2 trillion. The resurgence of international travel demand in Asia-Pacific and strong leisure travel demand in North America and Europe will power this growth. The road to recovery has been uneven across regions, however.

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Forrester's Customer Insights

AUGUST 15, 2024

This week, the Biden administration launched the “Time is Money” initiative that — as the name implies — aims to crack down on “corporate tricks,” referring to processes that are made intentionally cumbersome for the customer, wasting their time and money.

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Government Customer Service Reference Customers 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