IntouchInsight
OCTOBER 30, 2023
At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
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BirdEye
OCTOBER 30, 2023
Local social media marketing is a game-changer for small business owners. Do you know why? Because it increases your business’s visibility to potential customers in your area, thereby establishing a solid local presence. A strong local presence means easy yet powerful word-of-mouth marketing , positioning you as the most trusted brand. A lot goes into building a strong and sustainable strategy to make your local business stand out.
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
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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.
Inbenta
OCTOBER 30, 2023
Generative AI has caught the attention of consumers and businesses the world over. Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. According to a recent report, more than 80% of Fortune 500 companies had teams actively using ChatGPT, a Generative AI platform. [1] Generative AI has also been the subject of increasing media and regulatory scrutiny.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySensum
OCTOBER 30, 2023
In today’s fast-paced world of product development, launching a new product or service can be a make-or-break moment for a business. To increase the chances of success, companies must harness the power of beta testing to collect pre-launch customer feedback. This invaluable process provides businesses with insights that can be the difference between a successful launch and a costly failure.
Feedbackly
OCTOBER 30, 2023
A good and comprehensive CX program is a mark of your dedication to the clientele. While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. It will create the pathway to create happier and loyal clients, and the rewards will keep coming from there.
SAP Customer Experience
OCTOBER 30, 2023
In today’s accelerating and increasingly interconnected business world, enterprises are constantly seeking innovative ways to improve their operations and drive profitable growth. A key challenge many organizations face is gapping the siloed nature of their finance processes and connecting them to a single value chain from the commercial processes all.
Kapta Customer Success
OCTOBER 30, 2023
Is your company hitting its retention, expansion, and revenue goals? It’s easy to blame the key account management (KAM) team when you fall short of company goals.
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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.
2020 Research
OCTOBER 30, 2023
The “Kidult” Trend , where adults embrace their inner child and indulge in nostalgic play, is a goldmine waiting to be tapped by brands. Nostalgia holds incredible power over adults, and by strategically harnessing this sentiment, brands can create meaningful connections that resonate on a deep emotional level. Here we explore nine strategies that will allow brands to leverage this trend and engage with their audience in a way that is both authentic and compelling.
Forrester's Customer Insights
OCTOBER 30, 2023
Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? Yeah, me neither. The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers.
Help Scout
OCTOBER 30, 2023
Customer service folks are the ones most likely to interact with customers directly and have a large impact on how customers perceive your brand. One way you can celebrate and recognize their hard work is by participating in customer service week.
Helpware
OCTOBER 30, 2023
Artificial Intelligence (AI) transforms every industry it touches. By incorporating AI and machine learning from advanced data analytics to automated customer support, this technology is permeating every facet of the business process outsourcing (BPO)world. With the AI industry’s trajectory aiming sky-high, from $86.9 billion in 2022 to a whopping $407 billion by 2027 , the gravitational pull towards integrating these technological marvels becomes undeniably compelling.
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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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Braze
OCTOBER 30, 2023
Our annual customer conference, Forge 2023, consisted of two days jam-packed with insights, inspiring content, hands-on workshops, educational opportunities featuring leading brands, and —for the first time ever—our very own Social Impact booth activation!
Clarivate
OCTOBER 30, 2023
Academic experts share how they’re shifting the cultural dial in favor of diversity, equity and inclusion There is now widespread acknowledgement that diversity strengthens research environments, creating a fairer, more equitable culture in which people from all backgrounds can thrive. But the growing attention paid to diversity, equity and inclusion (DEI or EDI) has not yet translated into the scale or pace of change needed to unlock research careers for many people from groups under-represente
Optimove
OCTOBER 30, 2023
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
SurveySparrow
OCTOBER 30, 2023
Are you someone who loves to get lost in the maze of numbers, or are you like me, who wonders (daily!) how experts make sense of the chaos? If you’re the former, you might have heard about factorial analysis and might be here for the thrill of it. But if you’re the latter, worry not; I was there once too. This blog will deal with all that you need to know about factorial analysis: meaning, types, how to conduct it, and even the best practices you need to follow!
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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.
Brandwatch CX
OCTOBER 30, 2023
Petfluencers are on the rise, earning big bucks from brand collaborations. Here are 15 influential pet influencers to watch.
Forrester's Customer Insights
OCTOBER 30, 2023
Dynamic changes are occurring in the technology infrastructure landscape, impacting the data center, remote work, edge environments, and connectivity. Learn more in our 2024 technology infrastructure predictions.
Brandwatch CX
OCTOBER 30, 2023
Petfluencers are on the rise, earning big bucks from brand collaborations. Here are 15 influential pet influencers to watch.
Forrester's Customer Insights
OCTOBER 30, 2023
A major challenge when switching from MQLs to buying groups is changing your organization’s culture and mindset, as well. Learn more in this week’s Saying Goodbye to MQLs blog.
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!
2020 Research
OCTOBER 30, 2023
If you are just starting to think about your marketing strategy, you’re already behind—but it’s not too late.
Forrester's Customer Insights
OCTOBER 30, 2023
In 2024, software developers will have to adapt to the rise of TuringBots, ajar source, and Backstage in the development cycle. Learn more in our 2024 predictions for software development.
BirdEye
OCTOBER 30, 2023
Facebook is the number one platform for businesses to attract leads and build a strong social media presence. When doing Facebook marketing , you might have come across words like username, URLs, or user ID. While these terms may seem similar, each holds a unique meaning and relevance on Facebook. In this updated guide for 2023, we’ve explained: What a Facebook username is How usernames and user IDs are used on Facebook profiles How to find them on all devices How to change your username Differe
Forrester's Customer Insights
OCTOBER 30, 2023
Recently, the Reserve Bank of India (RBI) has imposed a ban on Bank of Baroda’s mobile banking app – BoB World. But why did this happen, and what can we learn from it? Let us dive into the details.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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