TechSee

JUNE 17, 2024

Today visuals are revolutionizing customer service and customer experience. There’s a lot of truth in the old saying “a picture is worth a thousand words” – because, as we wrote about in our previous blog post on this topic, visuals really do transform everything. Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster.

Customer Service 124

Customer Service Average Handle Time Healthcare Customers 124

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much

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2024 Article Magazine Customer Service 91

Doing CX Right

JUNE 17, 2024

Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.

Insights 102

Insights Customer Experience Culture Customers 102

Thematic

JUNE 17, 2024

In today’s fiercely competitive business landscape, customer experience (CX) is the linchpin for growth. Businesses can no longer rely solely on superior products; they must deliver seamless, personalized, and engaging experiences at every customer touchpoint. A Forrester Total Economic Impact (TEI) study revealed that a superior CX can result in a significant $1.8 million boost in income over three years, along with substantial cost savings and increased efficiency.

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Omnichannel Retail Touchpoint Consumers 62

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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

JUNE 17, 2024

Zingly.ai Founders: (L to R) John D’Amour, Gaurav Passi and Piotrek Chojnowski Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly , a Collaborative Customer Experience (CCX) Platform. The patented customer-facing technology combines GenAI, digital interactions, and telephony, providing infinite scale to enterprises, and hyper personalization to consumers, resulting in revenue acceleration and lasting c

Contact Center 52

Contact Center Healthcare Call Center Financial 52

CSM Magazine

JUNE 17, 2024

Interesting stats revealed by the UK Customer Satisfaction Index show that as of January 2024, overall customer satisfaction across the thirteen industries they track was down by 1.7 points to 76.0 – lower than it had been during the recent global health challenges. Many companies are wondering how they can improve their customer services and keep standards as high as possible.

Customer Service 52

Customer Service 2024 Customer Satisfaction Measurement 52

Forrester's Customer Insights

JUNE 17, 2024

US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.

Customer Experience 51

Customer Experience Consumers Customers Measurement 51

CSM Magazine

JUNE 17, 2024

Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.

2024 52

2024 Technology Contact Center Healthcare 52

Forrester's Customer Insights

JUNE 17, 2024

There’s just no way to sugarcoat this: US Health Insurer CX Index ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline – and it’s easy to see why: Ten brands scored their lowest ratings in five years.

Insurance 36

Insurance 2024 2021 Brands 36

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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

Alida

JUNE 17, 2024

The Activate conference included thought-provoking keynotes, customer success stories, and best practice advice from industry experts within the research community and if you missed the event, you can watch on-demand to get the complete picture.

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Events Customer Success Customers Customer Insights 100

Forrester's Customer Insights

JUNE 17, 2024

In our most recent report on identity and measurement offerings from Google (Privacy Sandbox) and Apple (Private Click Measurement), we stumbled upon an ugly truth about data deprecation: Big tech will not solve this problem, and marketers shouldn’t wait any longer to test and identify practical in-market solutions.

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Measurement Marketing Advertising B2C 58

Thematic

JUNE 17, 2024

Customer experience (CX) is a critical driver of business success, and the voice of the customer (VOC) is the compass that guides it. But how can you ensure your VOC program delivers tangible business value? In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX pr

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

Forrester's Customer Insights

JUNE 17, 2024

Imagine a species that’s inflexible, stuck on behaviors suited to their ecological niche but unable to adapt — one that is slow, unintelligent, and unaware of its surroundings. Now, dramatically change their environment. Sounds like a recipe for extinction, right? Well, that’s how legacy, monolithic banking systems are: inflexible, siloed, and product-centric; closed, batch-based, unintelligent, and security-challenged — relics of a bygone era.

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Banking Events Technology 57

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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

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth. Traditional methods of VOC analysis can be time-consuming, labor-intensive, and prone to bias.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62