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.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
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.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JULY 2, 2024
In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement. Enter ContactBabel’s latest report, ‘ The Inner Circle Guide to Customer Engagement & Personalisation 2024-25 ‘ This report is a true ‘treasure trove’ of insights that promises to encourage new thinking when it comes to how organisations can connect with their customers.
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.
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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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.
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.
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.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
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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