InMoment XI
SEPTEMBER 26, 2024
Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. The moment they have to dial your number, frustration is likely already simmering. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds.
TechSee
SEPTEMBER 26, 2024
In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.
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Beyond Philosophy
SEPTEMBER 26, 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: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.
Blueshift
SEPTEMBER 26, 2024
Credit union member engagement is essential for long-term growth and member loyalty. When members are more engaged, they tend to use more services, remain loyal, and advocate for their credit union. This blog will cover key strategies credit unions can use to increase member engagement, including personalized communication, rewards programs, and improved digital experiences.
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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.
CSM Magazine
SEPTEMBER 26, 2024
Traditional methods like phone calls and emails still play a role in today’s business communication, but they can lack the personal touch customers often desire. Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time. These services can lead to higher customer satisfaction and loyalty, providing a more dynamic, personal experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
SEPTEMBER 26, 2024
Customer support has become a critical component in the highly competitive sports betting industry. As the market grows, platforms are increasingly looking for ways to differentiate themselves, and top brands are using exceptional customer service as a key strategy to build loyalty. According to Smart Betting Guide , one of the most recognizable authorities when it comes to reviews of sportsbooks, the quality of the customer support could be very indicative of the overall future success of any b
Very Best Service
SEPTEMBER 26, 2024
The Future of Customer Service: AI, Automation, and Human Connection Introduction The landscape of customer service is undergoing a rapid transformation, driven by advancements in artificial intelligence (AI) and automation. While these technologies offer significant benefits, there's a growing concern about the potential erosion of human connection in customer interactions.
CSM Magazine
SEPTEMBER 26, 2024
In today’s fast-paced world, the expectations of students are rapidly evolving. With the rise of technology and digital transformation, students are more connected, informed, and engaged than ever before. But here’s the catch: they also expect seamless experiences from the institutions they expect. Sound familiar? These expectations are very much aligned with what consumers demand from businesses today.
Forrester's Customer Insights
SEPTEMBER 26, 2024
Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.
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!
CSM Magazine
SEPTEMBER 26, 2024
Incheon International Airport, Seoul, has achieved a remarkable feat by being the first and only airport globally to secure the highest level of passenger experience accreditation for three consecutive years. The prestigious accreditation was awarded during the Airports Council International (ACI) Customer Experience Global Summit held in Atlanta, Georgia, where the airport operator made the announcement.
Strativity
SEPTEMBER 26, 2024
Download our eBook to learn the six behavioral science principles that are essential for building relevant products and meaningful experiences for consumers.
CSM Magazine
SEPTEMBER 26, 2024
Businesses have various software options when it comes to managing payroll efficiently. One critical factor that affects the decision-making process is the operating system. With the prevalence of both Mac and Windows users in today’s workplace, it’s essential to understand how payroll software performs on these platforms. This post explores the pros and cons of using payroll software for Mac versus Windows, providing insights to help businesses make an informed choice.
Advantage Communications
SEPTEMBER 26, 2024
upskilling and reskilling in the BPO industry, skill development, technological advancements and customer expectations, workforce and employee training
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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BirdEye
SEPTEMBER 26, 2024
Let’s talk about your potential patients for a moment. They’re out there, scrolling through Google, feeling nervous about finding the right doctor. So they type in a search, and your practice appears, but what catches their eye? It’s not just your credentials or your website – it’s the candid experiences shared by your previous patients in the form of Google reviews.
Forrester's Customer Insights
SEPTEMBER 26, 2024
As we prepare to launch our 2025 predictions, we look back on some of the ones we made a year ago. Find out how we did, and get a first peek at what our forthcoming predictions will cover.
BirdEye
SEPTEMBER 26, 2024
An online presence is as important for a doctor’s practice as a stethoscope. Just as a physical front desk welcomes patients, your digital front desk–Google My Business (now Google Business Profile)—helps them find your practice, learn about your services, and even book appointments. Here’s why Google My Business (GMB) profile is a big deal for healthcare providers: Local search: A GMB profile ensures your practice appears prominently in local search results when patients search for
Forrester's Customer Insights
SEPTEMBER 26, 2024
A l'approche du lancement de nos prévisions pour 2025, nous revenons sur certaines d'entre elles formulées l'an dernier. Découvrez comment nous nous en sommes sortis et obtenez une première impression des thèmes que traiteront nos prochaines prévisions.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
CSM Magazine
SEPTEMBER 26, 2024
In today’s competitive marketplace, customer satisfaction is the key to success for any business. Returns, a common yet often challenging aspect of retail, can greatly impact a customer’s overall experience. When handled adeptly, returns offer a valuable opportunity to reinforce customer trust and enhance brand reputation. Our guide explores effective strategies for managing returns, turning potential dissatisfaction into moments of delight, and ultimately maximizing customer satisfa
Forrester's Customer Insights
SEPTEMBER 26, 2024
Während wir uns auf die Veröffentlichung unserer Prognosen für 2025 vorbereiten, blicken wir auf einige unserer Prognosen zurück, die wir vor einem Jahr gemacht haben. Finden Sie heraus, wie es uns ergangen ist, und werfen Sie einen ersten Blick darauf, was unsere kommenden Prognosen abdecken werden.
BirdEye
SEPTEMBER 26, 2024
Twitter (now rebranded to X) is a powerful platform for connecting with your audience, building brand awareness, and driving engagement. Businesses prefer Twitter over other social media platforms because of its unique capabilities like: The 280-character limit for quick conversations Quickly respond to customer complaints and provide support Generate targeted leads through targeted ads Establish a strong social media reputation Having the right tools is crucial to making the most of this platfo
SurveySensum
SEPTEMBER 26, 2024
Every interaction you have with your customer or potential customer is a chance for you to improve and build a brand rooted in trust, loyalty, and customer-centricity. Every touchpoint in a customer journey is an opportunity to create an experience that isn’t just positive but also convenient and seamless. Now a question arises: how can brands position themselves as unique and valuable to the current ecosystem, especially when competitors are just a click away?
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
CSM Magazine
SEPTEMBER 26, 2024
A recent survey by Which? revealed that poor customer service from energy and broadband companies is costing customers millions of pounds and wasting hours of their time. Around 45% of respondents had contacted their broadband supplier and 42% had contacted their energy provider in the past year, with many facing issues related to long wait times for assistance and resolutions.
2020 Research
SEPTEMBER 26, 2024
Key Takeaways After watching the Harris-Trump debate, none of the voters changed their minds about which candidate to support. Voters have a lot of questions about the economic plans that have been presented by Trump and Harris. Overall, the state of the country’s economy continues to be the top concern for these voters. In this Article Context for Georgia Swing Voter Group Views Before and After the First Presidential Debate Which Candidate Won the Debate How Georgia Swing Voters Feel
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