Retently

JULY 3, 2024

Have you ever asked a question only to get a “yes” or “no” in response and wished you could uncover a little more? That’s where open-ended questions come into play, especially in the business world where every bit of feedback counts. In this article, we’ll dive into some top open-ended question examples and explore why they’re so effective. Whether you’re looking to enhance your interviews, gather detailed survey responses, or improve customer feedback , you’ll find plenty of useful tips and in

Feedback 147

Feedback Insights Customer Satisfaction Net Promoter Score 147

Comm100

JULY 3, 2024

Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.

Communication 98

Communication Interaction Customer Service Strategies Customer Satisfaction 98

Retently

JULY 3, 2024

When the goal is to extract genuine feedback without compromising privacy, the challenge lies in finding the appropriate anonymous feedback tool. This piece cuts to the chase, offering insights on how to identify and implement these tools effectively, striking a balance between confidentiality, ease of use, and integration – all while keeping costs in mind.

Feedback 78

Feedback Multi-Channel E-support Insights 78

Bill Quiseng

JULY 3, 2024

On July 4, Americans celebrate Independence Day. In part, the Declaration of Independence proclaimed That whenever any Form of Government becomes destructive of these ends, it is the Right of the People to alter or to abolish it … and organizing its powers in such form, as to them shall seem most likely to effect their Safety and Happiness. With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about reve

Customer Care 78

Customer Care Retail Government Customers 78

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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

Braze

JULY 3, 2024

Explore the transformative trends in customer engagement for 2024, including AI-driven personalization, comprehensive data utilization, and integrated cross-channel strategies.

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2024 Customer Engagement Engagement Innovation 83

Blueshift

JULY 3, 2024

The foundations of marketing programs and strategies are shifting, fundamentally causing retail marketers to rethink their customer engagement strategies: the demise of third-party cookies seems closer at hand, as the spiraling costs of paid media and a persistent and growing regulatory framework on data privacy loom overhead. And if that is not enough, economic conditions drive a growing need for performance and accountability.

Retail 52

Retail Marketing Customer Engagement Engagement 52

CSM Magazine

JULY 3, 2024

To compete in the world of higher education, providing great customer service at universities is no longer optional. Whether they’re just starting out or nearing graduation, student success depends on ongoing support. Here we help you take your university’s customer service to the next level – exceeding expectations is the new standard.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Customer Service Strategies 52

Think Customers

JULY 3, 2024

By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). Read the original here. As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.

Employee Experience 52

Employee Experience Multi-Channel Culture Government 52

Forrester's Customer Insights

JULY 3, 2024

Aristotle’s wisdom nails it: mastering precision, appropriateness, timeliness, intentionality, and methodology isn’t just for anger management — it's crucial for AIOps too. In the chaotic world of IT, we need to separate the signal from the noise and act with clear intention.

Management 44

Management Information Innovation Technology 44

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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

Clarivate

JULY 3, 2024

The medical technology industry is emerging from a turbulent pandemic era strong, with some really exciting innovations making their way to patients, several of which we showcased in our recent Medical Technologies to Watch report. However, to realize the promise of these and other innovations, MedTech companies must navigate a fast-changing clinical, competitive and regulatory environment that presents a complex web of challenges.

Healthcare 52

Healthcare 2024 2020 Hospitality 52

Forrester's Customer Insights

JULY 3, 2024

Journey maps are STILL wildly popular, and for good reason: Done right, they can transform the customer experience (CX) your company delivers and even alter its culture.

Culture 34

Culture Customer Experience Customers Customer Centricity 34

Centercode

JULY 3, 2024

Discover how empathy enhances beta testing with insights from Dylan LeMay, Beta Program Manager at Nanit.

Insights 52

Insights Management 52

Forrester's Customer Insights

JULY 3, 2024

I’m pleased to announce the publication of the second of my two APAC generative AI (genAI) B2C marketing reports, Generative AI Marketing Use Cases In APAC (client-only access).

Marketing 71

Marketing B2C Advertising 71

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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

Forrester's Customer Insights

JULY 3, 2024

Enterprise architecture teams must take action to demonstrate their value to the overall business — read this blog for some key best practices and activities that EA professionals can undertake.

Blog 57

Blog Technology Insights 57

Forrester's Customer Insights

JULY 3, 2024

Last week we wrapped up CX Summit EMEA 2024. Firstly I have to say a massive thanks to everyone who attended, both in-person and virtually, as well as to the team behind the scenes that worked tirelessly to put on a great show.

2024 36

2024 Customers 36

Forrester's Customer Insights

JULY 3, 2024

Despite the post-election trauma in France, brands sponsoring the Paris 2024 Olympic games should be able to leverage their investments. There is a huge contrast between the current political context today in France and the universal message that the Olympic games will convey in about three weeks.

2024 32

2024 Brands B2C Marketing 32