InMoment XI

JULY 11, 2024

Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. Historically, it has been difficult to quantify metrics from customer calls. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics? Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction.

Insights 260

Insights E Commerce Contact Center E-support 260

Braze

JULY 11, 2024

Today, we’re introducing the Braze Data Platform : A comprehensive, composable set of new and existing Braze capabilities and partner integrations available in our customer engagement solution, designed to help marketers leverage data to deliver more impactful, scalable customer experiences powered…

Customer Engagement 136

Customer Engagement Engagement Marketing Customer Experience 136

Beyond Philosophy

JULY 11, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sanjay Patel has a pickle, and he wants our help. It’s a simple question but a profound one: How do you get the senior exec to buy into your program? In other words, how do you deal with senior management?

Presentation 78

Presentation Workshop Management Sales 78

CSM Magazine

JULY 11, 2024

GEM Environmental Building Services has rolled-out a job management system from BigChange. The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time updated customer interfaces. Using the system GEM has reduced the admin resource required to manage multi-million-pound contracts by around 50 percent whilst improving engineer efficiency by 10 percent.

2018 52

2018 2013 Customer Relationship Management 2020 52

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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.

2024

SurveySensum

JULY 11, 2024

Are you striving to gain an in-depth understanding of your customers to deliver them an exceptional experience? Then, you may want to replace your traditional survey builder with a stronger tool. Why, you may ask? Because traditional survey builders don’t cut it anymore! Yes, they help you build surveys, but they neither have the speed nor the capability to dig deep into customer feedback in an ever-evolving CX space.

Demo 52

Demo Feedback Social Media Net Promoter Score 52

Zonka Feedback

JULY 11, 2024

Imagine a customer seamlessly transitioning from browsing your website on a laptop to making a purchase through a mobile app, all while receiving personalized recommendations.

Omnichannel 52

Omnichannel Customer Experience Customers 52

Braze

JULY 11, 2024

Braze unifies its data capabilities and partner ecosystem, launches new features to help brands more easily integrate and activate data for relevant, memorable customer experiences

Brands 52

Brands Customer Experience Customers 52

Forrester's Customer Insights

JULY 11, 2024

Explore Forrester’s digital banking processing platforms landscape report, highlighting 26 vendors and the transformative potential of these modern core banking systems for enhanced customer experiences and operational efficiency.

Banking 34

Banking 2024 Customer Experience Customers 34

Clarivate

JULY 11, 2024

“AI Everywhere All at Once.” This year’s theme from Outsell, Inc. perfectly captures the expansion of artificial intelligence across all facets of our lives. In academia, this rapid advancement raises more questions than answers. How do we ensure ethical AI use? How can we advance research and drive research integrity? How do we use AI to advance student learning skills?

Presentation 122

Presentation Innovation Technology Insights 122

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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

Middlesex Consulting

JULY 11, 2024

When my colleague Lalit Mohan Chandra Bhatt shared the title of this article on LinkedIn, “Cures Sell Themselves, Prevention Takes Persuasion,” he captured a fundamental selling truth in the B2B world. I couldn’t get the statement out of my mind because a large and growing number of service products are preventative, and he talked about […] The post A Selling Truth – Cures Sell Themselves, Prevention Takes Persuasion appeared first on Middlesex Consulting.

B2B 78

B2B Consulting Article Sales 78

Totango

JULY 11, 2024

“Traditionally, customers have focused on acquisition. When money was a little cheaper, it was easy to throw money at the problem and grow at all costs. But, what we’ve found over the last year – in a real painful way – is that it’s no longer working.” – Chris Dishman , Senior Vice President of Customer Success, Totango + Catalyst For years, SaaS leaders thought new customer acquisition was the fastest way to grow.

B2B 78

B2B Sales Metrics Customer Success 78

Middlesex Consulting

JULY 11, 2024

When my colleague Lalit Mohan Chandra Bhatt shared the title of this post on LinkedIn, he captured a fundamental truth in the B2B world. I couldn’t get the statement out of my mind because a large and growing number of service products are preventative. And I was sure that these services were not being presented […] The post Cures Sell Themselves, Prevention Takes Persuasion appeared first on Middlesex Consulting.

B2B 78

B2B Consulting Presentation Sales 78

Thematic

JULY 11, 2024

On the surface, content analysis and thematic analysis sound the same. They both use terms like "coding" and "themes," and both share the goal of extracting meaning. For many, content analysis and thematic analysis feel interchangeable. But they're not. While they both start with qualitative data, content analysis and thematic analysis are different in the way they analyze qualitative data and arrive at their results.

Social Media 62

Social Media Demo Consumers Feedback 62

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

Heart of the Customer

JULY 11, 2024

The post The Maturity Model Advantage appeared first on Heart of the Customer.

Customers 78

Customers 78

Forrester's Customer Insights

JULY 11, 2024

Let’s face it: A lot of what developers do is routine. I’m pretty sure I’ve never heard a developer declare, “Hooray, I get to set up a SQL database!” (Well… maybe I’ve heard that once or twice — I know a lot of developers who are connoisseurs of sarcasm).

Customers 61

Customers 61

Centercode

JULY 11, 2024

Dylan at Nanit shares how empathy has transformed his approach to beta testing, enhancing user satisfaction and reducing friction.

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59

Brandwatch CX

JULY 11, 2024

Explore the benefits of social media outsourcing for streamlining your business strategy. Learn how outsourcing can maximize efficiency and amplify reach.

Social Media 52

Social Media 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

Forrester's Customer Insights

JULY 11, 2024

Microsoft announced the availability of Microsoft Entra Suite, which will compete in the hot security service edge (SSE) market. Microsoft’s domination of the enterprise software market means that many organizations will “end up” with Microsoft solutions, even if that’s not what the CIO or CISO really wanted. Take Microsoft Teams; because it’s Microsoft, it’s everywhere.

Marketing 40

Marketing 40

Brandwatch CX

JULY 11, 2024

Explore the benefits of social media outsourcing for streamlining your business strategy. Learn how outsourcing can maximize efficiency and amplify reach.

Social Media 52

Social Media 52

Forrester's Customer Insights

JULY 11, 2024

Read on to learn how Figma is approaching rapid growth, organization, partnership, craftsmanship, and collaboration.

2024 34

2024 User Experience 34

Thematic

JULY 11, 2024

Your sales are down, and it’s not the economy. Globally, 32% of customers will turn their backs on a brand they once loved after just one disappointing encounter. So you start digging around and find some interesting chatter online—specifically, discussion threads on Facebook talking about your product. Some were good; others, well, not so great.

Social Media 62

Social Media Hospitality Insights Feedback 62

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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

Forrester's Customer Insights

JULY 11, 2024

Too many organizations treat their event technology as a tactical rather than a strategic asset, with different teams selecting and deploying solutions in silos. This leads to wasted resources, overlapping capabilities, and data silos.

Events 36

Events Management Technology B2B 36