InMoment XI
SEPTEMBER 17, 2024
Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand.
Experience Investigators by 360Connext
SEPTEMBER 17, 2024
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization’s unique CX landscape, from identifying quick wins to building long-term visions that align with your company’s mission and values.
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ShepHyken
SEPTEMBER 17, 2024
My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend.
Experience Investigators by 360Connext
SEPTEMBER 17, 2024
Gain skills to demonstrate the comprehensive value of customer experience management, linking it to financial gains while providing actionable strategies for sustained success.
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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.
ShepHyken
SEPTEMBER 17, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service? Why is transparency when using AI in customer interaction? How can businesses balance between AI and human support?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
C3Centricity
SEPTEMBER 17, 2024
CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.
Feedbackly
SEPTEMBER 17, 2024
Many brands are competing to win their customer’s hearts today, but how many of them are doing it right? As one of the driving forces behind consumer purchasing decisions, emotions are a decisive factor in customer satisfaction, loyalty, and advocacy, which are all key elements of your brand’s success. Emotional responses along the customer journey and the overall emotional experience can significantly impact the growth of your business.
SurveySensum
SEPTEMBER 17, 2024
Companies that close the feedback loop see 3x more promoters. Ignoring feedback leads to a loss of momentum — Promoters lose enthusiasm, Passives remain neutral, and Detractors can become louder in their criticism. To fix this, launch targeted NPS follow-up emails. These emails drive real engagement, turning insights into action and building lasting loyalty.
2020 Research
SEPTEMBER 17, 2024
Key Takeaways A high-stakes election combined with complex emotions creates a need for understanding and action; our respondents are making specific choices to manage the emotional experience and their mental wellness. Conversations are ongoing around both our democracy and being concrete about your voting intentions. These conversations lead to more direct action for some.
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!
Optimove
SEPTEMBER 17, 2024
See the difference control groups make in this guide Download Now Why it matters: Meet Optimove at SBC, visit us, and learn how to increase player lifetime value and fuel growth. From expert CRM Lightning Talks and key Panel Sessions to showcasing our Partner Ecosystem – we’re offering exclusive opportunities to enhance your strategies and connect with industry leaders.
Forrester's Customer Insights
SEPTEMBER 17, 2024
You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, CX pros need to temper their expectations.
5CA
SEPTEMBER 17, 2024
The post The Power of One: Aligning Workforce Teams for a Superior Customer Experience appeared first on 5CA.
Alida
SEPTEMBER 17, 2024
At this year's AWS Summit in Toronto, Alida's Senior Director of Engineering ,Vincy William, shares how Alida is using generative AI to revolutionize the world of qualitative research.
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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.
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Help Scout
SEPTEMBER 17, 2024
Explore how the rising demand for AI skills is transforming customer support teams. Learn about AI-powered tools, emerging roles, and how to future-proof your CS career.
Zonka Feedback
SEPTEMBER 17, 2024
At Zonka Feedback, we’ve always been passionate about transforming how businesses handle customer feedback, and today, we’re excited to unveil something that will change the game once again—AI Sentiment CX Workflows.
Clarivate
SEPTEMBER 17, 2024
The biotech industry has experienced a rollercoaster of financing and dealmaking trends over the past few years. From the record-breaking heights of the COVID-19 era to the recent slowdown in 2023, signs of resilience and recovery are beginning to emerge. In the first half of 2024, the biotech industry is witnessing early signs of a rebound in financing and dealmaking activities.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Wealth management firms must still balance the innovation AI offers with the oversight and governance expected from regulators. As AI continues make inroads in wealth management, it’s important for firms to use explainable AI tools that provide trust, transparency, and explainability to “black box” AI systems.
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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.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Roll up your sleeves because there’s work to be done at Forrester’s upcoming B2B Summit EMEA, taking place 7th-9th October in London. Last year’s delegates told us that they wanted to see much more practical, hands-on application of the research showcased; we listened, we heard, and we’ve taken action.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Last week I attended the 10th annual SaaStr conference in San Mateo. For those unfamiliar, SaaStr is a community and resource hub that covers the building and scaling of software-as-a-service (SaaS) companies. The conference brings together industry leaders, entrepreneurs, and investors to network and share insights.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Technical debt is a growing issue for many organizations. Forrester’s Q2 2024 Tech Pulse Survey revealed that only 21% of US IT decision-makers report no significant technical debt. In contrast, 49% face moderate levels, and an alarming 30% struggle with high or critical debt.
Forrester's Customer Insights
SEPTEMBER 17, 2024
Tech sprawl refers to the uncontrolled expansion or proliferation of technological tools, platforms, systems, and solutions within an organization. As companies grow, merge, and digitally transform, their technology footprint expands, often leading to redundancy and inefficiency.
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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
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