Retently

MAY 31, 2024

As your company begins to take off and gain momentum, it’s very tempting to think about scaling the technical side of the business. That is, you’ll quickly find yourself eager to develop your product and work on new features. Or, you may find yourself in a constant state of break-fix— forever solving problems and focusing on immediate pain points. Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) to handle p

Customer Success 147

Customer Success Management Net Promoter Score Feedback 147

BirdEye

MAY 31, 2024

Many healthcare businesses face the challenge of converting prospective inquiries into regular patients. Even with top-notch facilities and excellent doctors, success isn’t guaranteed. The major challenges include standardizing care, enhancing patient engagement, and understanding the factors that drive patient loyalty. One effective solution is to implement healthcare-oriented webchat systems, which can help overcome these challenges and improve patient conversion rates.

Healthcare 75

Healthcare Multi-Channel Omnichannel Social Media 75

Braze

MAY 31, 2024

A survey of 1,900 global marketing leaders reveals opportunities for brands to create an exceptional cross-channel experience that drives revenue and retention.

Brands 99

Brands Customer Engagement Engagement Marketing 99

Beyond Philosophy

MAY 31, 2024

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc

Culture 88

Culture Technology Measurement Management 88

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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

Customer Enthusiast

MAY 31, 2024

I was talking with my daughter about a friend of hers who had applied to work at the reception desk of a local health club. Her friend anxiously rehearsed the organization’s mission statement in order to recall it during her job interview.

Leadership 62

Leadership Engagement Management Customer Service 62

SurveySensum

MAY 31, 2024

“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” reveals a survey by CMSwire. With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. AI isn’t just talk anymore, it’s turning out to be a strategic tool in the business realm. Businesses are already tapping into AI for smoother, faster, and more personalized customer experience.

Customer Experience 52

Customer Experience Banking 2024 E Commerce 52

ReviewTrackers

MAY 31, 2024

Effective automotive reputation management boosts brand perception, builds trust, protects against threats, and handles crises seamlessly.

Automotive 65

Automotive Management Brands Customer Experience 65

Braze

MAY 31, 2024

Find out the top 2024 media and entertainment marketing trends to watch, according to the latest analysis from the fourth-annual Braze Global Customer Engagement Review.

Entertainment 59

Entertainment 2024 Marketing Customer Engagement 59

Forrester's Customer Insights

MAY 31, 2024

B2C marketing decision-makers have many conflicting short- and long-term priorities while facing increasingly tough challenges. Welcome to marketing, right? Improving brand perception and customer experience (CX) while achieving a positive ROI is a particularly daunting task in 2024 because: A turbulent economy makes it tough to improve marketing’s ROI.

B2C 37

B2C 2024 Marketing ROI 37

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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

Centercode

MAY 31, 2024

Discover Jalen McGee's journey from intern to product management leader, and his key insights into innovation and growth.

Innovation 59

Innovation Insights Management 59

Forrester's Customer Insights

MAY 31, 2024

Senior Analyst Rowan Curran returned to Forrester at just the right time. Here, he reflects on what led him to Forrester, lessons learned in the public sector, and the wild ride that is generative AI.

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Centercode

MAY 31, 2024

Centercode shines in the G2 Spring 2024 reports, winning 16 awards for its exceptional user testing solutions and customer support.

2024 59

2024 Customers 59

Doing CX Right

MAY 31, 2024

Is feedback an advantage or a drawback? Learn how to give and receive feedback that inspires, motivates, and strengthens connections, rather than eroding relationships. The post How to Make Feedback a Gift, Not A Curse, in the AI Era appeared first on Doing CX Right.

Feedback 52

Feedback Connections Culture Leadership 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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Advantage Communications

MAY 31, 2024

As we enter into Industry Era 4.0 , traditional relationships between clients and vendors need to evolve. Where vendors were once there to simply provide a service, their exposure across multiple sectors, businesses , and depth is causing the relationship to shift to strategic partnerships. Parties, be they vendor or client, that embrace this approach see significantly better results and have an advantage as new technology continues to drive evolution.

Technology 52

Technology 2024 Communication 52

CSM Magazine

MAY 31, 2024

In the realm of management theory, few names stand as tall as Lyndall Urwick. His work is particularly renowned for distilling complex organizational behavior into comprehensible principles. Lyndall Urwick (1891–1983) transitioned from being an army officer to a management consultant. In his writings, he integrated concepts from scientific management with classical organization theory.

Leadership 52

Leadership Definition Innovation Culture 52

Forrester's Customer Insights

MAY 31, 2024

I recently attended the CCC Intelligent Solutions (CCIS) conference in Atlanta, where it showcased its data and AI-enabled capabilities in auto claim administration to its stakeholders—insurers, OEM players, ecosystem partners, and industry analysts.

Information 34

Information Insights Insurance Technology 34