COPC

JUNE 24, 2024

Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. However, recent studies present a conflicting view of CX. Some research paints a grim picture of deteriorating service quality, while other studies found areas of significant improvement. This article explores these divergent findings, drawing comparisons to uncover the actual state of CX today.

E Commerce 57

E Commerce Customer Experience Net Promoter Score 2024 57

Optimove

JUNE 24, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Keeping sports bettors engaged after their favorite team is eliminated helps maintain player loyalty and drive continuous interaction. By leveraging bettors’ emotional connections to teams and players, marketers can create targeted strategies to keep engagement high, ensuring bettors remain active and interested.

Sports 59

Sports Engagement 2024 Events 59

Think Customers

JUNE 24, 2024

During the dot com boom, I got my first real job at internetnews.com, reporting on new internet startups and how legacy brands tried to keep up with the new online world. There, I was introduced to trade shows by attending Internet World, a sprawling event where the enthusiasm and excitement was palpable for how the internet was changing the world in real time.

Technology 59

Technology Contact Center 2024 2025 59

CSM Magazine

JUNE 24, 2024

The online casino industry in Europe is more widely regulated than in the US. This regulation ensures the fair and transparent nature of online casinos on the continent. The European Gaming and Betting Association (EGBA) plays an important role. It was set up to provide standards for the casino industry, and operators registered with EGBA adhere to these standards, which include responsible gambling measures and transparent and accurate customer service.

Customer Service 52

Customer Service Multi-Channel Measurement Customers 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

Kapta Customer Success

JUNE 24, 2024

Strong account management is essential to retain and grow your top clients for long-term business success. Read how to build a successful team of account managers.

Management 59

Management Customer Engagement Engagement Customers 59

Brandwatch CX

JUNE 24, 2024

Explore the game-changing potential of AI social media tools. Discover how to revolutionize content creation, curation, and engagement.

Social Media 52

Social Media Engagement 52

Braze

JUNE 24, 2024

In this guide to data protection and privacy, we’ll go over essential strategies for respecting privacy and protecting data, while also delivering an impactful, compliant, data-based marketing strategy.

Customer Engagement 40

Customer Engagement Engagement Customers Marketing 40

Brandwatch CX

JUNE 24, 2024

Explore the game-changing potential of AI social media tools. Discover how to revolutionize content creation, curation, and engagement.

Social Media 52

Social Media Engagement 52

Optimove

JUNE 24, 2024

CRM marketing solution provider Optimove has become an official member of the European Lotteries Association (EL). An umbrella organisation of lottery operators in Europe, EL maintains a network of industry-leading partners and nurtures opportunities for collaboration and knowledge sharing. Thanks to its admittance into the EL, Optimove will strengthen its efforts to support the implementation of the highest standards of integrity in lottery marketing and customer engagement – with responsible g

Customer Engagement 52

Customer Engagement Marketing Engagement Customers 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

Alida

JUNE 24, 2024

In this blog you’ll learn how researchers can have more impact and practical tips for driving alignment across the business.

Blog 130

Blog Customer Insights Insights Customers 130

Upstream Works

JUNE 24, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post How AI Optimizes the Omnichannel CX Journey appeared first on Upstream Works.

Omnichannel 88

Omnichannel Blog 88

The DiJulius Group

JUNE 24, 2024

“A great leader’s goal should be that every long-term employee considers their decision to join this company as one of the best decisions of their life.” –John R. DiJulius II *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth A great company. Read Full Article The post Be One of The Best decisions Your Employees Ever Made appeared first on The DiJulius Group.

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Books Employee Experience Article 77

IntouchInsight

JUNE 24, 2024

This June, we're excited to announce two new updates designed to enhance the IntouchCheck® user experience. These updates focus on improving the efficiency and usability of managing follow-ups and editing checklists. Additionally, we are introducing four new IntouchCheck® Templates to help streamline your operations.

User Experience 62

User Experience Management 62

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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

Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. However, there’s a big gap between this recognition of the importance of coaching and the amount of coaching that’s actually being done.

Sales 61

Sales 2011 Sports Hospitality 61

Zonka Feedback

JUNE 24, 2024

The importance of protecting the personal data of patients in healthcare cannot be ignored, as unauthorized access to such sensitive information can lead to severe consequences, including identity theft and loss of trust in healthcare providers. Therefore healthcare businesses need to be more cautious about the data of patients and ensure a high level of confidentiality and safety of such data.

2024 59

2024 Healthcare Information 59

Forrester's Customer Insights

JUNE 24, 2024

To stay ahead of competition, organizations must enable seamless information-sharing across departments. But how? Learn how combining knowledge management and generative AI can unlock a new level of knowledge-sharing and collaboration in your organization.

Management 55

Management Information Technology 55

Optimove

JUNE 24, 2024

Optimove, the #1 CRM Marketing solution for iGaming and Sports Betting, announced today the opening of its office in Brazil. Felipe Costa Nadalini, a senior sales executive with deep experience in the Brazilian market has been hired as the initial lead of the Optimove Brazilian office. Based in Brazil, Felipe joins the growing Optimove team serving Brazil which includes, among others, a Customer Success Management team.

Sports 52

Sports Marketing Sales Customer Success 52

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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

Retently

JUNE 24, 2024

Have you ever wondered why some products become instant hits while others flop? Or why do certain marketing campaigns resonate with some people but not with others? The answer often lies in understanding the people you’re trying to reach. That’s where demographic surveys come in. This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions.

Insights 78

Insights Culture Multi-Channel Consumers 78

Forrester's Customer Insights

JUNE 24, 2024

To stay ahead of competition, organizations must enable seamless information-sharing across departments. But how? Learn how combining knowledge management and generative AI can unlock a new level of knowledge-sharing and collaboration in your organization.

Management 29

Management Information Technology 29

C3Centricity

JUNE 24, 2024

Insight development is based on gathering information, then data integration and analysis. However, organisations often find this challenging due to multiple sources, formats and time scales. Do you? Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable.

Reference 62

Reference Insights Definition Brands 62

Forrester's Customer Insights

JUNE 24, 2024

Attending Cvent CONNECT as a speaker earlier this month gave me the opportunity to sit in on a number of sessions, talk with the Cvent leadership team, and chat with other attendees. Here are eight of my key takeaways from the event: Events are booming.

Connections 29

Connections 2024 Events Leadership 29

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Forrester's Customer Insights

JUNE 24, 2024

A few weeks ago, my colleague Stéphane Vanrechem published a blog announcing his new landscape report for enterprise architecture (EA) tools. Pointing to it in a LinkedIn post (as we do), he made the statement that “an enterprise architecture tool is essential for achieving a successful architecture practice.

Blog 29

Blog Customers 29

Forrester's Customer Insights

JUNE 24, 2024

This blog details the challenge of marketing and sales silos and provides recommendations to align these functions around pipeline opportunities to improve revenue outcomes.

Sales 29

Sales Marketing Blog B2B 29

Forrester's Customer Insights

JUNE 24, 2024

Interviewing is a key method for gathering rich qualitative data in customer research. To get the most out of your customer interviews and produce data that drives decision-making, ask yourself these five questions.

Customers 26

Customers User Experience Customer Centricity 26