Tue.Feb 04, 2025

article thumbnail

[Experience Action Podcast] Commodities and Customer Experience

Experience Investigators by 360Connext

What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.

article thumbnail

Don’t Wait to Get Feedback Until After the Experience Is Over 

ShepHyken

I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

From Boomers to Gen Z: The Key to Multigenerational Customer Service

CSM Magazine

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading.

article thumbnail

Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way

PeopleMetrics

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t

article thumbnail

State of AI in Sales & Marketing 2025

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

article thumbnail

16 online reputation management tools trusted by top brands

BirdEye

A well-managed online reputation influences how the world sees your business. According to Birdeye’s Online Reviews Report , 68% of consumers check online reviews before choosing a local businessmaking a strong online presence essential. While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue.

Brands 52

More Trending

article thumbnail

NFL Live Betting: Bettors Make Live Bets More Than Half the Time, But Less Than Intended

Optimove

Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: In this post, sportsbooks get insights on how to capitalize on live betting in real-time. Optimove Insights analyzed data from over 4.1 million NFL bettors and 135 million wagers from September 2023 to the Super Bowl in February 2024. In addition, 356 U.S. NFL bettors ( see report ) were surveyed before the 2024 season.

2024 59
article thumbnail

5 Ways to Train Healthcare Staff for Better Patient Communication

CSM Magazine

When healthcare professionals take the time to really talk to their patients, the benefits are undeniable. Better care, stronger bonds, and happier patients are just the start. However, achieving this level of communication requires specific training and continuous effort. Here are five impactful ways to train healthcare staff to ensure better patient communication while enhancing the overall patient experience. 1.

article thumbnail

You’re Overlooking The Key To Customer Service Automation: Tacit Knowledge

Forrester's Customer Insights

Customer service leaders have long been promised that AI is the silver bullet for all their (many) challenges: streamlining workflows, enhancing customer satisfaction, and most importantly, reducing costs via lower call volumes. This enthusiasm has only intensified with the adoption of generative AI (genAI) in the enterprise.

article thumbnail

How Serviced Offices Can Boost Growth Through Top-Notch Customer Service

CSM Magazine

Serviced offices have rapidly become the go-to solution for businesses looking to scale efficiently. They provide ready-to-use workspaces, complete with amenities and flexible lease terms. But theres one often-overlooked factor that makes serviced offices a powerful asset for growthoutstanding customer service. With 80% of customers saying that a company’s service is as important as its products, customer service is something that today’s businesses cannot afford to ignore.

article thumbnail

2024 State of Customer Education Report

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.

article thumbnail

Great Digital Banking Experiences Create A Data-For-Value Flywheel

Forrester's Customer Insights

Driving engagement is top of mind for most digital banking leaders. Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand.

Banking 29
article thumbnail

The Definitive Guide: Next Level Contact Center Management | AmplifAI

Amplifai Coaching Category

Discover how unified contact center management boosts efficiency, engagement, and retention. Learn actionable strategies for overcoming fragmented systems and unlocking team potential with AI-driven solutions.

article thumbnail

Pixels Unbound: The State Of GenAI For Visual Content

Forrester's Customer Insights

GenAI isnt just generating captivating visuals; its changing how businesses scale creativity, engage audiences, and develop entirely new products.

article thumbnail

Declutter Your Finances: Organize and Streamline for Long-Term Success

CSM Magazine

Managing your money effectively is a key part of long-term success. When your cash flow is disorganized, its easy to lose track of your goals, miss important deadlines, and make costly mistakes. To prevent this, creating a streamlined financial plan is essential. One area that often gets overlooked is savings, and digital solutions have made it easier to keep this aspect organized.

article thumbnail

The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

article thumbnail

Help Scout Now Includes Unlimited Seats

Help Scout

2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.

2025 59
article thumbnail

Customer Success Teams: Let’s Get Strategic

Forrester's Customer Insights

Strategy without tactics is the slowest path to victory. Tactics without strategy is that noise you hear right before defeat. Sun Tzu, The Art of War Customer success (CS) practitioners often talk to me about postsale strategy and tactics.

article thumbnail

Building a culture of growth: Why contact center agent training and coaching matter

Calabrio

Analytics Building a culture of growth: Why contact center agent training and coaching matter Share The world of contact centers has transformed dramatically over the years. Once perceived as high-turnover, low-growth workplaces, todays contact centers are embracing a paradigm shift. Today there is a greater appreciation than ever for the need for human agents to take care of customers more complicated and emotive queries.

article thumbnail

Microsoft Paint Is Cool Again – Thanks to AI

Forrester's Customer Insights

Yes, really! Paint is downright useful now. Like many, Ive been using genAI systems for about two years. Nothing has quite triggered my imagination like Microsoft Paints Cocreator capability. The Concept is Straightforward: you can doodle using Paint, describe what you want, and genAI will create an image to your specifications.

article thumbnail

Frost Radar: Voice of Customer Analytics, 2024

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.

article thumbnail

Choose Your Own MDR Adventure: Avoid The Free-For-All Of “New” MDR Services

Forrester's Customer Insights

Managed detection and response (MDR) without a doubt has successfully claimed the crown of all managed security services for making and keeping clients happy. Clients are far happier with MDR services than they ever were with legacy managed security service provider (MSSP)-style security services.