eglobalis
JULY 2, 2024
The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.
ShepHyken
JULY 2, 2024
More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.
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Helpware
JULY 2, 2024
Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.
ChurnZero
JULY 2, 2024
Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.
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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.
SurveySensum
JULY 2, 2024
Are you actively listening to the voice of your customers about your products and services? If not, it’s crucial to adopt a robust customer feedback tool to effectively gather and leverage the feedback. According to the State of Global Customer Service Report, a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySparrow
JULY 2, 2024
91% of the customers listen to the voice of other customers before purchasing something. Therefore, keeping your customers happy and satisfied is crucial. One way to do this is through implementing proper customer feedback system. What is a customer feedback system, you ask? Well, that’s what we are here for. Read on to learn more about the concept, its importance, and how to create one for your business.
Lithium
JULY 2, 2024
Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.
Kustomer
JULY 2, 2024
Earlier this year, we launched KIQ Agent Assist , an AI-powered agent copilot designed to empower agents with automated communication personalization capabilities, making them more efficient and effective. Today, we are thrilled to announce the addition of enhanced reporting capabilities as part of Agent Assist. In the realm of customer support, having detailed insights into your team’s performance and the tools they use is crucial.
IntouchInsight
JULY 2, 2024
Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help High's achieve consistent customer experience goals year after year?
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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.
Braze
JULY 2, 2024
Discover the top trends from this year's Cannes Lions Festival of Creativity and how to effectively leverage them to transform your customer engagement strategy.
Brad Cleveland Blog
JULY 2, 2024
What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?
Braze
JULY 2, 2024
Discover why email is an important channel for customer engagement and how to effectively leverage email marketing campaigns as part of your cross-channel strategy.
BlueOcean
JULY 2, 2024
Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.
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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.
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Keatext
JULY 2, 2024
Keatext supports a large company in the logistics industry that uses Alchemer for surveys. When they found Alchemer's reporting functionality to be subpar, they leveraged Keatext's integration and dashboards to get the results they needed.
Forrester's Customer Insights
JULY 2, 2024
As retail media networks have grown and diversified, so have the problems in adtech. Ad fraud, made-for-arbitrage, and AI-Generated content farms are multiplying, riddling the once “easy” task of programmatic buying with brand-safety pitfalls.
Alida
JULY 2, 2024
How will AI impact market research and insights teams? The research field has been slower than other industries to adopt AI due to security, transparency, and integration concerns. Yet, as demands for rapid results increase and research becomes more democratized across business functions, AI adoption is expected to grow.
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