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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.
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.
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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.
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.
Customer support representatives are vital resources for businesses focused on customer satisfaction because this role directly affects customer experiences, loyalty, and success. That’s why companies are increasingly using behavioral interviewing to select the best candidates. This technique assesses how candidates have handled past situations to predict future performance.
Customer support representatives are vital resources for businesses focused on customer satisfaction because this role directly affects customer experiences, loyalty, and success. That’s why companies are increasingly using behavioral interviewing to select the best candidates. This technique assesses how candidates have handled past situations to predict future performance.
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
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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
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 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.
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.
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.
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?
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.
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!
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.
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.
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.
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.
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.
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