InMoment XI
OCTOBER 19, 2023
In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience.
BirdEye
OCTOBER 19, 2023
Google ads are a top lead generation channel for local businesses. Implementing Google Seller Ratings (GSR) is a simple yet highly effective way to increase ad relevance and clickthrough rates. This blog details the panel discussion, “Reviews to Revenue: How to Boost Google Ad Performance by 17%” from Birdeye View 2023. The discussion features Abhishek Iyer, Senior Product Marketing Manager from Birdeye, and Brian Torres, Digital Marketing Manager at Firstmark Credit Union.
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MyCustomer
OCTOBER 19, 2023
Podcast: The power of customer-centricity Sabine Groven Tuesday, October 24, 2023 - 07:29 Customer centricity The power of customer-centricity In the latest episode of MYC'D UP with CX Leaders, we had the pleasure of speaking with Ilenia Vidili, a customer-centricity advisor, keynote speaker, and author of 'Journey to Centricity'.
BirdEye
OCTOBER 19, 2023
The restaurant industry is more competitive than ever in today’s digital-first world. With viral TikTok videos and review sites shaping diner decisions, relying solely on traditional marketing tactics like flyers won’t cut it anymore. Restaurants need to leverage digital marketing strategies to stand out. Looking for a quick answer what are 11 strategies to do digital marketing for restaurants?
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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.
Kustomer
OCTOBER 19, 2023
Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. Earlier, we shared heartwarming stories of exceptional customer service moments that truly embodied the essence of going above and beyond.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
OCTOBER 19, 2023
Experts say that over 90% of local searches originate on Google. This statistic underscores the immense importance and competitiveness of this platform for all local businesses, especially those operating from multiple locations. In recent times, Google has introduced numerous updates to Google My Business (also known as Google Business Profile), local search results, and more.
Cyara
OCTOBER 19, 2023
Customer experience (CX) has always been critical in the financial services industry. According to Forrester , a mere one-point improvement in CX Index scores can result in anywhere from $92 million to $123 million in additional revenue, depending on the size of the bank.
Feedbackly
OCTOBER 19, 2023
The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. Happy customers are a resonance of the quality of your products and a pivotal element for your brand’s success.
CSM Magazine
OCTOBER 19, 2023
In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created.
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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.
SurveySensum
OCTOBER 19, 2023
You are the smartphone company’s project head. Your new phone, with great features, a sleek look, and a high-quality camera, didn’t sell well after the launch. And even the customers started showing dissatisfaction. So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone.
Zonka Feedback
OCTOBER 19, 2023
In a world where business success is primarily associated with excellent customer experiences, the term voice of the customer isn't new anymore. The voice of the customer helps businesses meet customer demands and stay competitive in the market. It empowers them to deliver products and services that people want to buy while also creating experiences that retain existing customers and attract new ones.
CSM Magazine
OCTOBER 19, 2023
BigChange has developed a system to help commercial vehicle drivers avoid unexpected charges and fines associated with low emission and traffic congestion zones. With London’s ULEZ (Ultra Low Emission Zone) and an increasing number of cities bringing in similar charges, fleet operators and their drivers face challenges navigating these new restrictions.
Blueshift
OCTOBER 19, 2023
It’s that time of the year again: Get To Know Your Customers Day! If you didn’t know, this day falls on the third Thursday of each quarter (January, April, July, October). There has never been a better time to get to know your customers. After all: 71% of customers expect personalization , and 76% feel frustrated when they don’t find it. Customer-centric companies are 60% more profitable than companies that aren’t. 82% of consumers are willing to share some kind of personal data in exchange for
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!
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West Monroe
OCTOBER 19, 2023
Despite continuing economic concerns, the pace of digital transformation is not slowing. By one projection , global spending on digital transformation is projected to reach $3.4 trillion by 2026—representing a 57% increase from 2023. Transformation is key to building agility and maintaining growth amid challenges such as a shrinking labor force.
Gainsight
OCTOBER 19, 2023
If this past year has shown us anything, it’s that companies with the most agility and a strong focus on the customer are the ones that are poised to thrive in a constantly shifting and uncertain economy. But what does this evolution actually look like in the real world? We partnered with Benchmarkit, a B2B SaaS research firm, to find out. We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short).
West Monroe
OCTOBER 19, 2023
Despite continuing economic concerns, the pace of digital transformation is not slowing. By one projection , global spending on digital transformation is projected to reach $3.4 trillion by 2026—representing a 57% increase from 2023. Transformation is key to building agility and maintaining growth amid challenges such as a shrinking labor force.
SurveySparrow
OCTOBER 19, 2023
Imagine you want to survey to find out the most popular color from a jar of marble. The jar contains red, blue, pink, and green items. For the sample, you randomly pick the marbles, ensuring that each color has an equal and fair chance. Voila! You just employed probability sampling. How? Well, in this case, each color represents a unique characteristic within a population.
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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.
Forrester's Customer Insights
OCTOBER 19, 2023
Over the past few years, many firms have defined or revisited their purpose — their reason for existence and how they contribute to society and to the planet. The number of B Corps has grown from about 1,000 in 2016 to over 7,000 in 2023.
Alida
OCTOBER 19, 2023
Learn how the best performing UX teams are analyzing quantitative and qualitative data to create digital experiences that reduce user effort, increase product adoption, and drive revenue.
Beyond Philosophy
OCTOBER 19, 2023
I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.
Provide Support
OCTOBER 19, 2023
Affiliate marketing is a great low-cost way to earn money without any investments and risk. Lots of online content creators partner with businesses, promote them and in return earn commission for each sale.
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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.
Forrester's Customer Insights
OCTOBER 19, 2023
What if your CMO said that you could hire 500 new frontline marketers for your B2B organization? What would you be able to accomplish with such an infusion of resources? Maybe you should ask ChatGPT.
Clarivate
OCTOBER 19, 2023
De-novo drug discovery and development pipelines are time-consuming and costly. It can take up to 17 years and cost more than $2 billion dollars from the discovery of a new drug until it reaches the market. Drug candidates have a high rate of failure, as only 10% of de-novo drugs put through clinical trials finally obtain market approval, with the highest rate of attrition occurring at phase I and II of clinical trials (assessing safety, tolerability, dosage, efficacy, and side effects).
Forrester's Customer Insights
OCTOBER 19, 2023
While Workday Solutions Marketplace is not a new concept to Workday customers, what is new is the soon-to-arrive Workday AI Marketplace. At the recent Workday Rising event, the company’s annual customer conference, Workday announced a new marketplace for its customers to find and deploy Workday-trusted AI solutions.
MyCustomer
OCTOBER 19, 2023
When Roxie Strohmenger joined Ultimate Software - now UKG - she aimed to define a CX North Star that aligns with the brand's promise of "Our Purpose
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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.
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