InMoment XI

NOVEMBER 8, 2023

The Australian financial services industry operates in a tightly regulated environment, with a myriad of compliance obligations that must be met. In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements.

Voice of Customer 260

Voice of Customer Financial Customer Centricity 2021 260

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

Customer Experience Design 123

Customer Experience Design Customer Experience Measurement Customer Relationships 123

Bill Quiseng

NOVEMBER 8, 2023

For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

Zeisler Consulting

NOVEMBER 8, 2023

It was a long time ago that I first wrote about the difference between CS and CX. Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). Yes, they’re all actually different among each other, so shouldn’t always be lumped in together as the same thing , but they’re all not CX per se, so I will just for this little article.

Contact Center 93

Contact Center Customer Care Insights Definition 93

Advertisement

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.

Customer Retention 93

Customer Retention Customer Success Events Customer Journey 93

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. An essential part of such platforms are eCommerce review sites. This is where businesses are appraised, critiqued, and advocated for by customers. We all know the power of positive online reviews for businesses, but have you explored the full potential of the best sites for collecting eCommerce reviews?

Travel 57

Travel Hotels Social Media Healthcare 57

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

BirdEye

NOVEMBER 8, 2023

Cultivating reviews and managing online reputation is essential for storage facilities aiming to attract and retain customers. But with so many review sites out there and new platforms emerging constantly, it’s hard to decide where to focus your efforts. Running a business comes with a lot of work — so much to do, so little time to do it. You want to prioritize the platforms that will have the most significant impact.

Advertising 57

Advertising Demo Consumers Social Media 57

Magellan Solutions

NOVEMBER 8, 2023

Get this: Companies prioritizing improving the customer experience see an 80% rise in revenue. Fantastic, right? Imagine your business running smoothly, offering top-notch customer support 24/7, expanding your operations, and cutting expenses. The Philippines can turn this vision into reality. The Philippines is now a prime choice for businesses seeking efficient call center services due to its skilled workforce and excellent reputation.

Call Center 52

Call Center Innovation Culture Exceptional Customer Service 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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

CSM Magazine

NOVEMBER 8, 2023

The success of any business revolves around its customers. The more active your customers are, the more successful your business becomes. However, customers stick with you only if their experience with your brand is up to their expectations or beyond. But the fact is, building such a hooky experience does not come from doing big things but from rectifying small mistakes that might interfere with a positive customer experience.

Customer Engagement 52

Customer Engagement Engagement Omnichannel Customers 52

SAP Customer Experience

NOVEMBER 8, 2023

According to research by Gartner, by 2025 more than 80% of all interactions between customers and B2B sales teams would happen through digital channels. For those ever-evolving sales pipelines, there could be hundreds of digital interactions in the forms of texts, emails, chats, phone calls, and so on between buyers.

Interaction 78

Interaction Sales 2025 Insights 78

Comm100

NOVEMBER 8, 2023

In the vibrant universe of the gaming and online gambling industries, VIP players aren’t just valued customers; they’re akin to brand ambassadors. Their experiences reverberate across communities, influencing perceptions and, ultimately, bottom lines. But with player preferences evolving at lightning speed, how can companies ensure their VIPs receive unparalleled support that keeps them coming back for more?

Omnichannel 52

Omnichannel Multi-Channel Social Media Communication 52

Blueshift

NOVEMBER 8, 2023

We are excited to announce that for the fourth year in a row, Blueshift has been named among the most innovative, fastest-growing tech companies in the Deloitte Technology Fast 500 list, ranked #63 in the Bay Area and #342 overall. This recognition is a testament to our unwavering commitment to growth and innovation. The Deloitte Technology Fast 500 is a respected ranking that showcases the 500 fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech compan

Technology 64

Technology Telecommunications Innovation Customer Engagement 64

Advertisement

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Happy or Not

NOVEMBER 8, 2023

Data is what makes today’s business world run. Without data, decisions and improvement would be random, leaving success a matter of luck. One key data point to consider when looking to improve the business processes is customer satisfaction and the level of customer service. After all, according to research , 58% of customers would actually pay more for great customer service.

Customer Satisfaction 36

Customer Satisfaction Retail Insights Feedback 36

Perkville

NOVEMBER 8, 2023

Perkville, the leading referral and loyalty software provider for gyms, integrates with Antaris, a scaling gym management software provider.

Loyalty 52

Loyalty Management 52

Forrester's Customer Insights

NOVEMBER 8, 2023

Hindsight Is 20/20 — Foresight Is Priceless How consumers spend, and on what, is of great interest to us; in that data lies kernels of insights that enable brands to shape their marketing strategies to maximize profitable growth and boost total shareholder return.

Consumers 53

Consumers Brands Insights Marketing 53

Middlesex Consulting

NOVEMBER 8, 2023

If you make tangible products and have been in business for more than seven or eight years, you have legacy products in your installed base. That is fine because industrial OEMs expect after-sales service to generate eight to 10 times the original sales revenue during the product’s lifetime. These legacy products are the gift that […] The post Growth from Your Installed Base of Legacy Products appeared first on Middlesex Consulting.

Consulting 78

Consulting Sales Financial 78

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Forrester's Customer Insights

NOVEMBER 8, 2023

Imagine sitting down at the charming Sikkim restaurant in Nepal, ready to enjoy a delightful meal with colleagues, only to realize that none of you have brought your wallets—no cash, no cards, nothing. Well, that happened to us on our recent trip to Nepal. We had only our smartphones, the ubiquitous companions of modern life.

Financial 39

Financial Customer Experience Customers 39

Braze

NOVEMBER 8, 2023

On October 3, 2023, Yahoo and Gmail separately announced updated requirements to successfully deliver email to their platforms. This announcement aligns with both mail providers’ intention to better secure customers’ inboxes and provide the best consumer email experience.

2024 85

2024 2023 Consumers Customers 85

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth. These playbooks offer a comprehensive approach to nurturing customer relationships, ensuring their success, and your success.

Customer Success 10

Customer Success Customer Relationships Document Communication 10

Braze

NOVEMBER 8, 2023

Today, we're thrilled to share that Braze has earned a spot on the 2023 Deloitte Technology Fast 500™. This recognition is more than just a rank, it's a testament to our unwavering commitment to excellence, innovation, and robust growth.

Technology 72

Technology 2023 Innovation 72

Advertisement

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

The DiJulius Group

NOVEMBER 8, 2023

Ever wondered why some brands like Starbucks continue to be loved generation after generation? Or perhaps you’ve pondered how the pandemic has forever changed the workforce, particularly for the Gen Z population? John’s son, Cal DiJulius, joins him to unravel the mysteries of Gen Z in the workforce. As we ground our discussions in data-driven.

Article 64

Article Brands 64

Zonka Feedback

NOVEMBER 8, 2023

In today's fast-paced, data-driven world, making business decisions based on gut feelings or guesswork can be compared to flying blind. Whether you're conducting market research, analyzing consumer behavior, or seeking to optimize your internal business operations, the fundamental bedrock of sound decision-making is rooted in data.

Consumers 59

Consumers Marketing Feedback Management 59

Clarivate

NOVEMBER 8, 2023

For most defendants, patent litigation is a high stakes situation that justifies a significant investment in building an effective defense strategy. At the heart of any successful defensive strategy is comprehensive patent research. Recent legal decisions are heightening the need for, and in some ways, changing the focus of patent research when preparing for litigation.

Document 59

Document 2017 Reference Events 59

IntouchInsight

NOVEMBER 8, 2023

Get the newest consumer data for November! This month we covered customers' coffee habits and what they want from fast-food packaging.

Consumers 62

Consumers Insights Customers 62

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement