eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

E-support 468

E-support Innovation Customer Centricity Loyalty 468

InMoment XI

AUGUST 13, 2024

What is Conversation Intelligence Software? Conversation intelligence software represents platforms with conversation intelligence capabilities to analyze conversations from various communication channels. This includes phone calls, emails, chat messages, and social media interactions. This software can extract valuable insights from these conversations by leveraging natural language processing (NLP) and machine learning algorithms.

Social Media 260

Social Media 2024 Return on Investment Contact Center 260

Experience Investigators by 360Connext

AUGUST 13, 2024

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide

Customer Journey Mapping 318

Customer Journey Mapping Touchpoint Customer Journey Feedback 318

BlueOcean

AUGUST 13, 2024

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client. We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

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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.

Customer Experience

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

Customer Success 108

Customer Success Webinar Customers Customer Centricity 108

Helpware

AUGUST 13, 2024

Strange as it may seem, when some people think of business process outsourcing (BPO), they still picture just one thing—bustling call centers in far-off lands or those dreaded late-night customer service calls. But the thing is that outsourcing is so much more than that. It’s a powerful tool—or you can call it a secret weapon—that both small businesses and large corporations are skillfully wielding to improve business operations, cut costs, and delegate non-strategic functions to be able to focu

2024 82

2024 Call Center Consumers Customer Service 82

CSM Magazine

AUGUST 13, 2024

How has communication changed the way you connect with your customers? Communication technology has transformed the customer experience, focusing more on personalization, quick responses, and smooth interactions. In this article, you’ll learn how advanced communication technology can improve your customer relationship management (CRM) and retention, helping you build stronger connections and achieve lasting success.

Management 52

Management Multi-Channel Loyalty Programs Customer Relationship Management 52

Blueshift

AUGUST 13, 2024

Choosing the right messaging platform for your business can greatly influence your marketing success. With options like SMS (Short Message Service) and RCS (Rich Communication Services) available for marketing campaigns, understanding the key platform differences and identifying which best suits your business needs is crucial for effective customer communication.

Loyalty Programs 52

Loyalty Programs Interaction Marketing Customer Engagement 52

SurveySensum

AUGUST 13, 2024

Who said simple is boring and ineffective? To gather actionable insights and create data-driven action plan, you don’t need to create long survey designs with too many questions that might frustrate your customers and cause them to leave halfway. If you want to keep things simple for your respondents and for yourself, go with a yes-no survey question – they are quick, straightforward, and easy for respondents to answer.

Demo 52

Demo Feedback Insights Net Promoter Score 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

CSM Magazine

AUGUST 13, 2024

As generative AI continues to take the world by storm, Kevin McGachy, Head of AI Solutions at Sabio, predicts the impact it will have on the world of CX. With the ability to generate human-like content such as text, speech, images and video, this groundbreaking technology will revolutionise customer experience (CX) like never before. As explained in Sabio’s new ebook – entitled ‘ Revolutionising the Customer Experience ’ – Generative AI represents an exciting “second wave”

Innovation 52

Innovation Government Technology Customer Journey 52

Perkville

AUGUST 13, 2024

Carle Health & Fitness Center improves retention by 5% using Perkville's loyalty program, enhancing engagement and rewarding members. Discover how they achieved success.

Loyalty Programs 52

Loyalty Programs Loyalty Engagement 52

IntouchInsight

AUGUST 13, 2024

When it comes to keeping customers happy and coming back, brands such as Amazon, Sephora, and Chick-fil-A are excellent examples of how great experiences can drive customer satisfaction and retention.

Customer Retention 62

Customer Retention Customer Satisfaction Customers Brands 62

West Monroe

AUGUST 13, 2024

As the banking customer experience tilts further toward interaction through digital channels, financial institutions face critical challenges when delivering their differentiated brand through this lens. The digital era demands experiences that are data-enabled, authentic to brand, technologically advanced, and capable of integrating the digital and in-person experience—none of which can be readily achieved with standard off-the-shelf digital banking solutions.

Banking 52

Banking Financial Innovation Retail 52

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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

Uplight

AUGUST 13, 2024

As the cost of living continues to rise, households are often left navigating a complicated financial landscape, particularly when it comes to energy costs. For payment-challenged families, finding avenues to save on essentials such as energy is crucial for improving their quality of life. Offer Center, part of Uplight’s industry-leading Marketplace, helps Utilities target, engage, Read More The post Uplight’s Offer Center is Helping Utility Customers Save appeared first on Uplight.

Financial 52

Financial Customers Engagement 52

Forrester's Customer Insights

AUGUST 13, 2024

Chances are that your organization is lying to itself about the quality of the customer experience (CX) it provides. But this lie is so pleasant, so comforting, that organizations continue to tell it even as the problems it creates pile up.

Customer Experience 61

Customer Experience Measurement Customers Customer Experience Management 61

Advantage Communications

AUGUST 13, 2024

2025 trends in BPO and CX from 2024 and what to expect in 2025.

2025 52

2025 2024 Omnichannel Customer Experience 52

Brandwatch CX

AUGUST 13, 2024

Unlock essential insights with social media analytics. Discover how to drive business success through data-driven strategies and informed decision-making.

Social Media 98

Social Media Insights Information 98

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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

dscout People Nerds

AUGUST 13, 2024

UXR Strategist Fatimah Richmond sits down with Dscout’s VP of UX, Julie Norvaisas, to discuss why it’s time for user researchers to redefine their role.

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Brandwatch CX

AUGUST 13, 2024

Unlock essential insights with social media analytics. Discover how to drive business success through data-driven strategies and informed decision-making.

Social Media 98

Social Media Insights Information 98

Circular Edge

AUGUST 13, 2024

Lessons Learned from Disruption The recent CrowdStrike global outage left many organizations scrambling to recover, as critical infrastructure was brought to a standstill. In this virtual fireside chat series, you’ll hear directly from JD Edwards customers AG Jeans/Koos Manufacturing and First Capital about how they were able to quickly identify the service disruption, what downtime procedures they used, and what lessons learned during the outage can be applied to future crises.

Customers 52

Customers Webinar 52

Retently

AUGUST 13, 2024

Keeping your customers happy is the secret sauce to staying ahead. Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT).

Insights 78

Insights Customer Insights Customer Experience NPS 78

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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Forrester's Customer Insights

AUGUST 13, 2024

As portfolio marketing and product management leaders head into budget planning season, use these four action items to guide your work.

2025 36

2025 Marketing Management Customers 36

Totango

AUGUST 13, 2024

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.

Customer Success 98

Customer Success Management Customers Leadership 98

BirdEye

AUGUST 13, 2024

Dental practices must stand out in local search results to attract new patients. More people are using search engines to find dental services. Despite the importance of Dentistry, only 26% of consumers have found “The One” dentist. That’s the single trusted dentist that they’ll come back to again and again. Part of the reason is that they haven’t found you yet.

Social Media 59

Social Media Events Engagement Demo 59

Gainsight

AUGUST 13, 2024

In our 2023 Customer Success Index report, we found that nearly every company (98%) is maintaining or increasing their investment in Customer Success (CS) —and many are using Customer Success Platforms (CSP) to do so. CSPs as standalone systems provide companies of all shapes and sizes with the insights and levers they need to: Eliminate retention and expansion blind spots: Get more granular and accurate retention and expansion forecasts with health scores and a 360º view of every customer.

Customer Success 52

Customer Success Chief Customer Officer Touchpoint Sales 52

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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