InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Northridge Group

OCTOBER 8, 2024

Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect AI agents to be an extension of their brand’s identity, reflecting its values and voice (Zendesk). In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.

Customer Service 111

Customer Service Customers Customer Experience Customer Journey Mapping 111

Experience Investigators by 360Connext

OCTOBER 8, 2024

This is your October CX Pulse Check. Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year.

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2024 Magazine Entertainment Workshop 143

Integrity Solutions

OCTOBER 8, 2024

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. While technology has made it easier than ever for buyers to access information, B2B buyers in particular are looking for insights and advice from a salesperson they can trust and who they believe has their best interests in mind to help them make good decisions.

Sales 106

Sales Communication Connections B2B 106

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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.

2024

COPC

OCTOBER 8, 2024

As information floods the business world, leaders strive to gain a competitive edge—seeking ways to make smarter choices, manage risk, and drive sustainable growth. But here’s the reality: none of that happens without reliable data governance. This task is far more than a back-office function. Proper oversight turns raw resources into a powerful asset, fueling innovation and success.

Government 91

Government Hospitality Healthcare 2024 91

Brandwatch CX

OCTOBER 8, 2024

Explore the pros and cons of YouTube Shorts and long-form videos to optimize your brand’s content strategy and drive audience engagement.

Engagement 98

Engagement 98

Joe Rawlinson

OCTOBER 8, 2024

Launching a new business is an exciting milestone but it does come with a lot of challenges. Putting your brand in front of the right people can be difficult. Effective marketing is essential for building awareness of your brand. Attracting customers and driving sales will be the result of great marketing. However, with so many options out there, finding out where to start can be a bit overwhelming.

Marketing 78

Marketing Social Media Entertainment Advertising 78

Brandwatch CX

OCTOBER 8, 2024

Explore the pros and cons of YouTube Shorts and long-form videos to optimize your brand’s content strategy and drive audience engagement.

Engagement 91

Engagement 91

Optimove

OCTOBER 8, 2024

See the difference control groups make in this guide Download Now Why it matters: Optimove’s Predictive Models enable marketers to develop proactive strategies by forecasting customer actions at every step of their lifecycle. Whether it’s predicting conversion rates, identifying top spenders, gauging churn risk, or estimating future value, Predictive Models offer deep insights that help marketers create personalized, targeted campaigns that drive growth.

Download 69

Download Loyalty Demo Customers 69

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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.

Voice of Customer

Brandwatch CX

OCTOBER 8, 2024

Stay ahead with a social media tracker that monitors real-time conversations to help you track trends and better engage with your audience.

Social Media 86

Social Media Engagement 86

Thematic

OCTOBER 8, 2024

According to a recent study just 23% of consumers were “very satisfied” with the customer experience. Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.

Feedback 62

Feedback Voice of Customer Social Media Multi-Channel 62

CSM Magazine

OCTOBER 8, 2024

Customer satisfaction measures how well a business exceeds or meets customers’ expectations. Keeping customers happy and satisfied is critical for the growth and success of every business. Customer satisfaction fuels profits and high revenue, improves brand reputation, and increases customer loyalty and retention. However, people’s preferences and interests have drastically changed, making it difficult for businesses to keep up with the ever-changing customer preferences and expectat

Customer Satisfaction 64

Customer Satisfaction Loyalty Programs Loyalty Article 64

Brandwatch CX

OCTOBER 8, 2024

Stay ahead with a social media tracker that monitors real-time conversations to help you track trends and better engage with your audience.

Social Media 81

Social Media Engagement 81

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

Thematic

OCTOBER 8, 2024

AI has many benefits for market researchers and insights analysts. It reduces time-consuming tasks, delivers deeper insights faster, and unlocks time for strategic work.  However, AI also comes with risks that can be challenging to assess and mitigate, especially in the crowded AI marketplace. Knowing what's AI and what's AI washing is difficult and there are limited guidelines for evaluating AI solutions.

Government 62

Government NPS Feedback Document 62

Help Scout

OCTOBER 8, 2024

Learn how predictive customer service leverages AI, machine learning, and data analytics to anticipate customer needs, improve satisfaction, and boost loyalty.

Customer Service Strategies 59

Customer Service Strategies Customer Service Loyalty Article 59

Brad Cleveland Blog

OCTOBER 8, 2024

Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in … Continue reading → The post Powerful Lessons in Innovation appeared first on Brad Cleveland.

Innovation 56

Innovation Contact Center Culture Leadership 56

CSM Magazine

OCTOBER 8, 2024

National Customer Service Week is a time to reflect on the impact that advanced technology is having in the customer service space – including the shift from traditional customer service to elevated customer experiences. An article in the Financial Times recently highlighted that there has been a decline in customer service in the UK, worsened by poor digital systems and understaffing.

Customer Service 52

Customer Service Airlines Customers Retail 52

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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

SurveySensum

OCTOBER 8, 2024

Companies that prioritize user experience see a 60% higher profit than those that don’t. UX surveys serve as a bridge between companies and their users, offering valuable insights that guide design and functionality. These surveys are designed to be straightforward, making it easy for users to share their thoughts and experiences. By asking the right questions, you gain clarity on what users like, what they struggle with, and what they expect from your app.

Insights 52

Insights User Experience Feedback Customer Satisfaction 52

CSM Magazine

OCTOBER 8, 2024

Customer Service Week is a dedicated time to honor and celebrate the invaluable contributions of customer service professionals who are at the heart of every successful business. This special week, celebrated October 7 – 11, serves as a reminder of the crucial role these teams play in elevating customer satisfaction and fostering loyalty. Incorporating games and activities during Customer Service Week is a fantastic way to boost morale , enhance team bonding, and cultivate a positive work enviro

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2024 Customer Service Workshop Magazine 52

Amplifai Coaching Category

OCTOBER 8, 2024

Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.

Financial 52

Financial 2025 Customer Experience Customers 52

CSM Magazine

OCTOBER 8, 2024

Three businesses were recently honored by The Talk Awards for their exceptional customer service and satisfaction. Cosmetic Laser and Beauty Spa in Louisville, KY, offers a range of skin care treatments and guarantees a safe and pleasant experience for clients. BR Racing in Los Gatos, CA, provides maintenance and performance upgrades for foreign cars, emphasizing customer service and decades of experience.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customers 52

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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.

Customers

The DiJulius Group

OCTOBER 8, 2024

How to Create a Customer Service Revolution in Policing Release date: October 10, 2024 Chief Revolution Officer John DiJulius talks with Sandy D’Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout the.

Customer Service 52

Customer Service 2024 Article Customers 52

CSM Magazine

OCTOBER 8, 2024

Claire Church, Director of Service Delivery, Auto Windscreens, shares her views on Effective Service Leadership. We’ve just had the results from our Institute of Customer Service Business Benchmarking and ServCheck survey. I’m proud we’ve been given a score of 91.4/100 by our customers in the report, compared to the service sector average of 73.4 in the latest UK Customer Satisfaction Index (UKCSI).

Net Promoter Score 52

Net Promoter Score Customer Service Leadership Books 52

The DiJulius Group

OCTOBER 8, 2024

Release date: October 17, 2024 “Training Your Employees on the Critical Soft Skills Needed Today” Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to train your employees on critical soft skills. We are living in the “digital disruption era” in which technology has provided us with unprecedented advances, information, Read Full Article The post 175: Training on Critical Soft Skills appeared first on The DiJulius Group.

2024 52

2024 Consulting Article Technology 52

CSM Magazine

OCTOBER 8, 2024

Modern educational settings require customer service abilities to ensure student, parent, and staff success and satisfaction. Student-centered methods stress connections and communication to increase learning. Schools require staff with excellent customer service skills and subject matter expertise to handle interactions as education changes rapidly.

Customer Service 52

Customer Service Seminar Customer Service Training Online Experience 52

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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