InMoment XI
AUGUST 6, 2024
Customer experience programs can be complex. Often, a customer experience program includes multiple different initiatives running simultaneously throughout the organization. With so much going on in different places, it is beneficial to have one place to be able to see how your CX program is performing. This is where customer experience dashboards come in.
Experience Investigators by 360Connext
AUGUST 6, 2024
Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees.
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ShepHyken
AUGUST 6, 2024
Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underly
Zeisler Consulting
AUGUST 6, 2024
I posted about this way back when it happened, but I’m enjoying working from the mountains these past couple weeks, so the experience is in mind, and I figure it’s worth drawing your attention to it in a more formal manner: Copper Mountain ski resort in Summit County, Colorado, is my mountain. I love it, so I’m partial to them anyway. If your kid brings home an A, he’s the smartest one in school.
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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.
C3Centricity
AUGUST 6, 2024
Adopting a customer-first strategy isn’t just an option these days. But did you know that, perhaps surprisingly, it can answer most business challenges? And it is therefore essential for the survival and growth of every single business. Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
AUGUST 6, 2024
Imagine a potential customer who is searching for a business like yours on a smartphone and lands on your business listing. If the customer finds outdated reviews, unanswered complaints, and stale service information, it can make a lasting negative impression and cost you a sale in just a split second. Neglecting your online presence can significantly impact your bottom line, resulting in missed opportunities and lost revenue.
Interactions
AUGUST 6, 2024
The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.
Feedbackly
AUGUST 6, 2024
While you may already know the answer to ‘What is customer sentiment?’, you would want to know its relevance in customer experience and how you can quantify customer sentiments. Let’s address it today. What is customer sentiment? Customer sentiments are customer emotions, opinions, or attitudes that reflect their perception of your brand. While sentiments, in general, are complex, they are an integral focal point for any brand prioritizing emotional experience.
CSM Magazine
AUGUST 6, 2024
Facilities management company Kiwi FM has revolutionised its operations through the deployment of an advanced job management system from BigChange. Specialising in the quick service restaurant (QSR), hospitality, education, and retail sectors, Kiwi FM offers a comprehensive range of reactive, planned, and compliance commercial building services. Since adopting the 6-in-1 solution, which seamlessly integrates back-office management processes with field operatives via mobile devices, Kiwi FM has d
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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.
SurveySensum
AUGUST 6, 2024
Did you know that 73% of customers are more likely to trust a brand they already know? When it comes to creating strategies to make customers keep coming back to you, brand awareness is your way in. Brand awareness is what makes your brand stand out among your competitors. I mean think about it – if potential customers are unaware of your brand they are obviously going to choose your competitor no matter how good your product or service is.
Help Scout
AUGUST 6, 2024
Learn how to turn customers into loyal advocates with effective strategies for building lasting relationships, enhancing customer experiences, and fostering organic growth.
VDS
AUGUST 6, 2024
In July 2024, Genesys introduced 37 new features and functionality enhancements to its cloud platform. Here are the key updates: VDS Featured Release 1. Barge-in Capability (July 29) Supervisors and administrators can now join agent voice conversations as active participants. Provides real-time assistance directly from the Interaction Details page. Release Highlights for All License Types 2.
Zonka Feedback
AUGUST 6, 2024
Imagine having a crystal ball that could predict your customers' loyalty and highlight areas needing improvement. This is what Net Promoter Score (NPS) feedback offers to businesses. In today's competitive market, understanding and leveraging customer feedback is no longer optional—it's a necessity.
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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.
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IntouchInsight
AUGUST 6, 2024
Retail trends and technologies, such as virtual queues, self-checkout, augmented reality (AR), virtual reality (VR), and retail media networks, are changing the way we shop. But how do consumers feel about these new technologies?
Forrester's Customer Insights
AUGUST 6, 2024
With the July 19th incident that impacted CrowdStrike Falcon® customers globally, CrowdStrike has significantly damaged customer trust. CrowdStrike’s initial Post Incident Review outlines a number of reasonable steps they plan to take to regain that trust including: Improved testing protocols Staged deployments External QA of both its code and its end-to-end processes.
Uplight
AUGUST 6, 2024
Utilities are at the forefront of a critical global mission— to transition to a clean energy ecosystem that will limit global warming to 1.5 degrees Celsius by 2030. To meet decarbonization goals, utilities must speed up the shift towards home electrification. Our latest eBook, “Making the Switch: Customer Journeys to Home Electrification,” provides insights into Read More The post Getting Customers Off Gas: 5 Insights and Takeaways from Home Electrification Research appeared first o
delighted
AUGUST 6, 2024
At Delighted, we’re all about making your day-to-day Voice of the Customer tasks as simple as possible. From reaching your customers wherever they are, to extracting valuable insights from your survey data, experience management should be a seamless part of your workday. We kept this goal in mind as we recently launched major ease-of-use updates within both CX and Surveys products and introduced new ways to connect with your customers.
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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.
Forrester's Customer Insights
AUGUST 6, 2024
In Forrester’s 2024 B2B Brand And Communications Survey, we asked B2B marketing leaders to share their perspective on anticipated budget changes in 12 program and personnel categories. This year’s responses show expected increases are up in most categories over last year and expected decreases have dropped in most categories.
Forrester's Customer Insights
AUGUST 6, 2024
B2B companies are forecasting healthy increases in agency investments this year, according to Forrester’s Brand and Communications Survey 2024, which surveyed 205 B2B marketing leaders to understand their expectations for agency budgets over the next 12 months. The results generally reveal plans for a net increase in agency spending across all industries and company sizes.
Forrester's Customer Insights
AUGUST 6, 2024
Source: GIPHY “What would you say… your marketing operations function does here?” If you can’t quickly and easily answer that question, you need a formal marketing operations charter STAT! It’s imperative that marketing operations functions codify their existence, remit, and who they serve – for themselves, the broader marketing department, and senior leadership.
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