eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i

2024 109

2024 2025 Omnichannel Social Media 109

Think Customers

DECEMBER 11, 2024

By Ricardo Saltz Gulko Guest article as part of our partnership with the European Customer Experience Organization. See original post here. In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signalsometimes an isolated need, sometimes a broader trendbut responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

Feedback 52

Feedback Roadmap ROI Return on Investment 52

Optimove

DECEMBER 11, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Effective strategies to recover abandoned carts helps build customer loyalty, revenue and growth not only during the critical holiday shopping season but builds the basis for building long-term customer relationships that will benefit the brand throughout the year and into the future.

E Commerce 52

E Commerce E-support Loyalty Programs Social Media 52

Advertisement

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.

2024

CSM Magazine

DECEMBER 11, 2024

As the business landscape continues to evolve, workforce planning is becoming more complex and dynamic thanks to companies across all industries being tasked with managing increasingly global, diverse, and hybrid workforces. But while the workforce evolves, the methods required for effective workforce planning are still very much in the ‘traditional’ and ‘manual’ phase.

Consulting 52

Consulting Technology Insights Retail 52

BirdEye

DECEMBER 11, 2024

Managing communications across multiple locations, both internally and externally, can be a daunting task. Yet, ensuring seamless communication is critical for keeping your organization running smoothly. Traditional communication methods often lead to fragmented messaging systems, resulting in inconsistent customer experiences. This is where enterprise messaging software comes to the rescue.

Communication 52

Communication Multi-Channel Social Media Hospitality 52

Keatext

DECEMBER 11, 2024

Keatext and QuestionPro, two companies leading innovation in the CX space, are announcing a new partnership that supports joint customers with conversational analytics and unified contact center insights.

Contact Center 59

Contact Center Innovation Insights Customers 59

2020 Research

DECEMBER 11, 2024

Get to know Gen C how the pandemic has shaped them and what sets them apart from previous generations.

52

52

Zonka Feedback

DECEMBER 11, 2024

Embedding surveys in platforms like Zendesk is a game-changer for businesses looking to streamline feedback collection and enhance customer interactions. By embedding surveys in Zendesk emails, you can gather real-time insights, measure customer satisfaction , and close feedback loops seamlesslydirectly within the platform you already use. This blog will walk you through the step-by-step process to embed surveys in Zendesk emails, enabling your team to collect actionable feedback without disrupt

Feedback 52

Feedback Customer Satisfaction Blog Measurement 52

Advertisement

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.

Voice of Customer

2020 Research

DECEMBER 11, 2024

The post The AI Transformation of Market Research: Faster, Smarter, and More Insightful appeared first on Sago.

Insights 52

Insights Marketing 52

5CA

DECEMBER 11, 2024

Discover how to effectively manage customer support demand spikes during seasonal surges, product launches, and viral marketing campaigns.

Customers 40

Customers Marketing Management Blog 40

Forrester's Customer Insights

DECEMBER 11, 2024

As pure knowledge businesses that make money in billable hours worked, service providers are on the front lines of genAI-powered disruption. GenAI-powered digital assistants supplement peoples work, augmenting their knowledge, skills, and experience as well as automating their tasks. The impact is more work completed in less time with fewer people.

Customers 32

Customers 32

Retently

DECEMBER 11, 2024

Table of Contents Key Takeaways What is CSAT and Why Does It Matter? The Anatomy of a Perfect CSAT Question CSAT Question Types: When and How to Use Them Customizing CSAT Questions for Different Touchpoints Common Pitfalls in Crafting CSAT Questions Best Practices for Survey Distribution How to Analyze CSAT Responses Effectively Conclusion Crafting great CSAT questions isnt just about slapping together a survey and hitting send.

Touchpoint 78

Touchpoint Feedback Insights Measurement 78

Advertisement

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

Forrester's Customer Insights

DECEMBER 11, 2024

Traditional managed services have long been caught in a fundamental dilemma: achieving high-quality service delivery while maintaining cost-effectiveness. After offshore and cloud, managed services are being reshaped by AI at a fundamental level, introducing a new services paradigm that blends performance-based models, automation, and human-centric refinement.

Management 36

Management Customers 36

Upwave

DECEMBER 11, 2024

AI Campaign Insights Reports Upwaves AI Campaign Insights Reports are 100% AI-generated slide decks that showcase valuable insights on campaign performance and in-flight optimization recommendations on-demand throughout your campaign. The first practical application of generative AI in advertising measurement, they take the work out of understanding, interpreting, and clearly communicating Brand Lift results.

2024 26

2024 Advertising Measurement Insights 26

Forrester's Customer Insights

DECEMBER 11, 2024

Over recent weeks many Forrester clients have asked us how prospective tariffs might impact their supply chain processes and supporting applications. What Is The Potential Impact Of New Tariffs On Manufacturing?

Technology 26

Technology Information Management Customers 26

Bill Quiseng

DECEMBER 11, 2024

On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy. “No other country in the developed world as “for-profit” health insurance. And you know what, that’s why they have lower healthcare costs than we do. Their people aren’t burdened with the cost of supporting billionaire health insurance executives millionaires who work for them.” Dr.

2025 88

2025 Insurance Healthcare Government 88

Advertisement

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.

White Paper

Forrester's Customer Insights

DECEMBER 11, 2024

Tech executives at global organizations manage their public cloud environments keeping into account many different factors worldwide, from different regulations to country-specific technology and business requirements. There are a few trends that are stable though, as we found out in our research.

Technology 26

Technology Management 26

Forrester's Customer Insights

DECEMBER 11, 2024

At the ICD Media Groups Healthcare Burnout Symposium, healthcare thought leaders dove into the origins of and continuing reasons for clinician burnout. Experts on designing for empathy, clinician well-being, organizational transformation, patient experience, human suffering, moral injury, and physician resilience shared ideas and evidence-based solutions for helping the healthcare workforce.

Healthcare 26

Healthcare Employee Experience 26