InMoment XI

AUGUST 22, 2024

Delivering exceptional customer experiences is a fundamental and necessary business practice that also can significantly impact your bottom line – but up until this point, it wasn’t a requirement. The recent “Time is Money” White House initiative, launched just last week, represents a significant escalation of onus on businesses to address subpar customer experiences and comply with these new directives.

Consumers 150

Consumers Omnichannel Competitive Advantage Social Media 150

Beyond Philosophy

AUGUST 22, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Artificial Intelligence (AI) has some excellent applications in Customer Experience , applications that can transform the processes in customer interactions. However, after all the sci-fi we have grown up watching, it is natural to wonder what the entrance of AI will mean for the humans involved.

Books 78

Books Insurance Presentation Customer Relationships 78

Thematic

AUGUST 22, 2024

The answer to the question of who “owns” the voice of the customer (VOC) isn’t as simple as this person or that team. To get the most value from customer feedback, VOC should be integrated and leveraged across your organization to improve customer experience. But that can be hard without the proper structures and technologies and if your research team is overwhelmed and under-resourced.

Government 62

Government Feedback Customer Insights Webinar 62

Retently

AUGUST 22, 2024

A great advantage of the Net Promoter System, aside from its simplicity and insightfulness, is that it works with any business models, such as B2C or B2B , and any business type and industry. Originally, the NPS surveys were sent at standard intervals, such as every quarter, once every six months and so on. This surveying model is known as Relationship NPS, which measures how your customers’ satisfaction changes over time.

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NPS Events Touchpoint Feedback 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

Helpware

AUGUST 22, 2024

As customers are expecting more than ever, the competition is getting tougher, whether you're running a physical store or an online business. Brands, therefore, need to pull out all the stops to find ways to improve customer loyalty and nurture each relationship.

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Loyalty Customers Brands 83

SurveySensum

AUGUST 22, 2024

Did you know that 93% of healthcare companies have suffered data breaches in the past three years? Shocking, right? In this digital world where scams are increasing day by day, ensuring data privacy and security is not just an additional matter, it is essential. For businesses gathering private data from their patients via surveys in the healthcare sector, ensuring HIPAA compliance is not just a legal obligation anymore – it’s essential for protecting patient’s trust and maintaining

Healthcare 52

Healthcare Multi-Channel Feedback Demo 52

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment. When existing traditional full-service work models have shifted to a remote and hybrid work environment, engaging the employees became a challenge.

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Engagement E-support Workshop Social Media 52

West Monroe

AUGUST 22, 2024

Federal funding awards introduce several net-new activities relative to a utility’s traditional project deployment model. Projects supported by federal funds are tied to specific agency requirements with contractually bound milestones and timelines put in place to ensure funds are deployed in a responsible and diligent manner. For many utilities, this means defining new processes, activities, and stakeholder engagement strategies to ensure an awardee can provide the appropriate reporting c

Government 52

Government Document Financial Events 52

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories.

Hotels 52

Hotels Customer Service 2025 Airlines 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

Forrester's Customer Insights

AUGUST 22, 2024

Personas are a seemingly foundational and simple tool, yet deceptively challenging. At Forrester, we’ve fielded numerous client requests to better understand how to create, evolve, and operationalize personas.

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B2C Marketing Customer Experience Customers 36

CSM Magazine

AUGUST 22, 2024

Middlesbrough College, Northern Skills, and Sage have partnered to create an award-winning apprenticeship program with a core focus on refining customer service skills. Following its success at the NECCA, this pioneering program brought forth a slew of outstanding results, showcasing apprentices’ aptitude for resolving issues promptly, with a staggering 90.1% rate of success on the first try.

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Customer Service Customers Information 52

Help Scout

AUGUST 22, 2024

We all have an idea of what great service means. Respect, speed, accuracy, helpfulness. But cultural differences can affect the way the service is delivered and how it is received. As AI takes on some support work, will it be culturally competent?

Culture 59

Culture Article 59

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories.

Customer Service 52

Customer Service 2025 Airlines Hotels 52

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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

Clarivate

AUGUST 22, 2024

You’ve selected an IP management system (IPMS) that surpasses your current provider, but you’re uncertain about the migration process. While finding the best IPMS for your requirements is a crucial first step, it’s only the beginning. A smooth and successful implementation is often overlooked in the procurement process. In this blog, we explore key considerations to ensure a seamless transition.

Technology 59

Technology Management Blog Information 59

Advantage Communications

AUGUST 22, 2024

As startups strive to establish themselves in the competitive business landscape, they often face resource constraints and the need to optimize their operations. To overcome these obstacles and achieve sustainable growth, many startups have turned to Business Process Outsourcing (BPO). BPO helps startups streamline their work, cut costs, and focus on what's most important.

Marketing 52

Marketing Contact Center 52

Forrester's Customer Insights

AUGUST 22, 2024

The days of creating an IT strategy in a vacuum are long gone. With technology embedded ever deeper in the business, strategy conversations between business and IT organizations must stay fluent and on point. Fortunately, Forrester provides a blueprint of the steps needed to rapidly create a tech strategy outlined in our recently published research on how to Build Your IT Strategy.

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2024 Technology 36

Forrester's Customer Insights

AUGUST 22, 2024

Technology leaders are often drawn into addressing the quintessential organizational needs of reliability, availability, scalability, and security among other critical features in their IT infrastructure and applications. While these challenges are prevalent across various industries, evolving business imperatives can shift the emphasis on industry-specific requirements.

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Technology Customers 32

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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

Forrester's Customer Insights

AUGUST 22, 2024

As CIOs gear up for 2025, the landscape is more uncertain than ever. While inflation has eased in many parts of the world, APAC’s unique economic dynamics—ranging from commodity price exposure to varying fiscal policies—will keep inflation higher compared to the U.S. or Europe.

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2025 32