BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.

Contact Center 177

Contact Center Customer Care Measurement Consumers 177

Daniel Group

JULY 15, 2024

Navigating Economic Shifts: Tracing the Evolution of CX from Agrarian Roots to the Industrial Service Economy In this video blog, Lynn Daniel, Founder and CEO, of The Daniel Group, explores the evolution of CX alongside significant economic changes, from the agrarian economy to the industrial service economy. Learn how the development of customer support within dealer networks has become crucial as products and technologies have evolved, emphasizing the importance of CX in maintaining competitiv

Competitive Advantage 98

Competitive Advantage Financial Innovation B2B 98

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.

Contact Center 156

Contact Center Customer Care Measurement Consumers 156

Thematic

JULY 15, 2024

As businesses become more digital, conversations now happen across chatbots, social media, emails and messaging apps. This creates a ton of valuable data. Conversational analytics uses this data to extract insights from conversations using AI methods such as natural language processing (NLP) and machine learning. Here, we'll explain how conversational analytics works, the benefits and how to implement it in your business to improve customer experiences and make informed decisions.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62

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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

BirdEye

JULY 15, 2024

To make your business succeed in today’s competitive digital marketplace, you need a solid grasp of managing your online reputation, engaging with social media, and optimizing local search results. Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

2024 59

2024 Social Media 2023 Events 59

Optimove

JULY 15, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Effective use of web inbox allows marketers to deliver personalized notifications directly to customers’ web and desktop inboxes, enhancing engagement and strengthening customer relationships. Key takeaways: Personalization at Scale: Web Inbox enables targeted messaging tailored to user behaviors and preferences.

Interaction 52

Interaction Multi-Channel Download Customer Journey 52

CSM Magazine

JULY 15, 2024

In the courier world, customer service is a significant way to stand out from other companies. As people want fast and dependable deliveries more than ever before, their expectations of good service keep increasing. Here are some ways for the courier industry to improve its customer service: Implement Real-Time Tracking The most important thing to improve your courier service is real-time tracking.

Customer Service 52

Customer Service Customer Service Representative Transportation Loyalty Programs 52

SurveySensum

JULY 15, 2024

Huge castles, mouth-dropping rides, joyful cartoon characters, a grand parade, and a brightly lit evening of fireworks – all of it makes every moment at Disney World Parks worthwhile. But how do they manage to give such a wonderful experience every time? Well, they truly take care of customers’ needs by delivering what they expect. As their evocative tagline says: Where dreams come true.

NPS 52

NPS Customer Retention Net Promoter Score Insights 52

CSM Magazine

JULY 15, 2024

In the world of online casinos, it is a fast-paced game with new platforms popping up all the time. In this high-stakes environment, one factor differentiates the winners from the losers: legendary customer service. Players have more options than ever before, and they are the ones making the choice. To stay ahead, online casinos must put all their eggs in one basket by creating an incredible customer experience.

Customer Service 52

Customer Service Exceptional Customer Service Customer Care Customers 52

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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

Braze

JULY 15, 2024

A spam complaint is a report made by a recipient against an email they do not want in their inbox. So why do they happen and what can you do about them?

Customer Engagement 49

Customer Engagement Engagement Customers 49

CSM Magazine

JULY 15, 2024

Adamo, a leading provider of high-speed internet services, has recorded remarkable improvements in customer service levels in partnership with Sabio Group. In a project that has demonstrated the power of innovative automation to enhance customer experience and operational efficiency, Adamo has witnessed a substantial 10% improvement in service level and an impressive 16% absorption rate of customer interactions.

Customer Satisfaction 52

Customer Satisfaction Telecommunications E-support Technology 52

West Monroe

JULY 15, 2024

Subscribe Spotify Apple Podcasts YouTube Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Facebook printer copy Print this page Listen to "How Silicon Valley Bank Balances Innovation & Value" on Spreaker. About the episode We tackle the innovative world of Silicon Valley Bank. From the constantly adapting services to meet the unique demands of tech companies in today’s fast-paced environment to their acquisition by First Citizens Bank.

Banking 104

Banking Innovation 2024 2023 104

Forrester's Customer Insights

JULY 15, 2024

As one of the Forrester analysts in attendance this spring at the ServiceNow Knowledge 2024 and Atlassian Team 24 conferences, I noticed a palpable change.

2024 68

2024 Management Customers 68

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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.

2024

Brandwatch CX

JULY 15, 2024

Discover the top moments, the most talked about players, and which team won the hearts of social media commentators during the match.

Social Media 64

Social Media 64

Forrester's Customer Insights

JULY 15, 2024

Digital marketers like digital marketing much more than consumers do. A new report explores in greater depth how consumers’ behaviors contradict marketers’ investments.

Consumers 59

Consumers Marketing Advertising B2C 59

Help Scout

JULY 15, 2024

If you sell online, you need an ecommerce knowledge base. Learn what they are, how to build one, and see some examples to get inspired.

Article 53

Article 53

West Monroe

JULY 15, 2024

Subscribe Spotify Apple Podcasts YouTube Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Facebook printer copy Print this page Listen to "How Silicon Valley Bank Balances Innovation & Value" on Spreaker. About the episode We tackle the innovative world of Silicon Valley Bank. From the constantly adapting services to meet the unique demands of tech companies in today’s fast-paced environment to their acquisition by First Citizens Bank.

Banking 52

Banking Innovation 2024 2023 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

Brandwatch CX

JULY 15, 2024

Unlock competitive advantage with 4 crucial market intelligence components. Learn how to gather, analyze, and leverage data for business growth.

Competitive Advantage 52

Competitive Advantage Marketing 52

Circular Edge

JULY 15, 2024

Navigating the Cloud: Governance & Administration Join live: Wednesday, July 17, 1pm Eastern Implementing changes to business processes or technology platforms inherently involves some risk. When it comes to cloud computing, companies depend on their cloud governance teams to manage these risks and put into place a set of policies that ensure effective management, security, compliance, and performance of cloud environments.

Government 52

Government Technology Management Webinar 52

CSM Magazine

JULY 15, 2024

Life happens! Sometimes, you can be hit with emergencies requiring that you spend money. In such instances, when there are no funds, it can be quite a burden and finally debilitating, whether it is unexpected medical bills or car or home repairs. However, when you have unexpected financial issues, there are several options you can consider. In unexpected emergencies, you might not be able to think of every option available to you perfectly.

Insurance 52

Insurance Management Financial Healthcare 52

Brandwatch CX

JULY 15, 2024

Discover the top moments, the most talked about players, and which team won the hearts of social media commentators during the match.

Social Media 52

Social Media 52

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

Forrester's Customer Insights

JULY 15, 2024

Two recent sets of vulnerabilities discovered in medical IoT devices, one in lab testing gear and one in a temperature sensor (the latter of which brings back memories of the infamous fish tank sensor hack in Las Vegas), highlight the need for implementing Zero Trust principles when deploying IoT devices.

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SurveySparrow

JULY 15, 2024

According to OddBall , 47.8% of all web traffic comes from organic search. However, effective SEO goes beyond keywords and backlinks. It requires a solid technical foundation. Your website must be fast, secure, and easily navigable by search engines. This article will explore technical SEO performance. What is Technical SEO? Technical SEO is a process of improving a website’s technical side to make it easier for different search engines to crawl and index.

Download 52

Download User Experience Events Article 52

Forrester's Customer Insights

JULY 15, 2024

Getting stakeholders on board is crucial for customer research to have a real impact on decisions. The Forrester report “Build Effective Research Partnerships To Ensure Impact" delves into how researchers can build strong partnerships with stakeholders throughout the research process. This blog covers five often-overlooked lessons from the report that are crucial to build effective partnerships with stakeholders.

Blog 37

Blog Customers 37

ShepHyken

JULY 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. Instead, teach your people to focus on empathy.

Article 88

Article Customer Service 2024 Return on Investment 88

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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