eglobalis

NOVEMBER 15, 2023

Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.

NPS 304

NPS Contact Center Customer Relationships Measurement 304

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.

Insights 243

Insights E Commerce Customer Experience E-support 243

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.

Customer Success 115

Customer Success 2023 Customer Satisfaction Demo 115

BirdEye

NOVEMBER 15, 2023

We’ve all heard it before: word-of-mouth can make or break a business. But what happens when those words travel at the speed of the internet? Online reviews have the power to transform customer perceptions on a massive scale. When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business.

Retail 111

Retail Brands E Commerce Demo 111

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

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human.

Leadership 105

Leadership Customers Customer Satisfaction Technology 105

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding prog

Call Center 96

Call Center Contact Center Engagement Communication 96

Zonka Feedback

NOVEMBER 15, 2023

At the core of shaping a brand's identity and credibility is an invaluable asset: customer experience (CX). This fundamental approach focuses on how businesses interact with their customers at every step. It covers all interactions, whether it's buying something or just getting in touch. Making these moments count is key.

Customer Experience 98

Customer Experience Interaction Customers Brands 98

MyCustomer

NOVEMBER 15, 2023

Customer Experience Leader of the Year judges Christopher Brooks, Ian Golding, and Sue Duris get together to discuss all things CXLOTY. Watch on-demand now.

Customer Experience 100

Customer Experience Customers 100

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

Optimove

NOVEMBER 15, 2023

Why It Matters: Segmentation makes your messages more relevant and ensures you’re connecting with your highest-value customers at the moments they’re most likely to respond. In this post, learn why segmentation needs to be at the cornerstone of any successful SMS marketing campaign. The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention.

Return on Investment 59

Return on Investment ROI Customer Retention Loyalty 59

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. She shares the research that confirms customers are being ignored – and explains how to listen better. What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? A colleague who knows which prompts your chatbot needs to address and how much personalization is too much?

Social Media 61

Social Media 2022 Feedback Touchpoint 61

SAP Customer Experience

NOVEMBER 15, 2023

Introduction Some of the most common activities in SAP CC projects are to handle the calls to external APIs consumed by the platform. Luckily SAP CC has ready-to-use APIs that could help configuring/using these integrations with API Registry Module. The goal of this article is to show you how you.

Article 83

Article Consumers Customer Experience Customers 83

Optimove

NOVEMBER 15, 2023

Why It Matters: SMS marketing segmentation makes your messages more relevant and ensures you’re connecting with your highest-value customers at the moments they’re most likely to respond. In this post, learn why message segmentation needs to be the cornerstone of any successful SMS marketing campaign. The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention.

Return on Investment 52

Return on Investment ROI Customer Retention Loyalty 52

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

SurveySensum

NOVEMBER 15, 2023

Let’s say you have a SaaS product that businesses use for project management. You’re making waves in the industry, but here’s the scoop – you recently lost three of your high-value customers. Ouch, right? So, you launched a product feedback survey to identify pain points and improve your product. After gathering and analyzing your survey data, with the help of a robust product feedback platform, you realized that users are leaving because your tool doesn’t provide real-time team coll

Feedback 52

Feedback Brands User Experience Customer Satisfaction 52

Magellan Solutions

NOVEMBER 15, 2023

Have you ever thought about how a business would thrive without customer service ? If you’re a start-up, having dedicated customer support may pose challenges with hiring and training costs. However, as a business owner, are you willing to give up this crucial aspect, especially since studies show that around 54% of your customers may stop doing business due to poor customer service?

Call Center 52

Call Center Poor Customer Service Social Media Contact Center 52

Gainsight

NOVEMBER 15, 2023

Pulse Europe 2023 opened today at Passenger Terminal Amsterdam, on a tone of embracing each other as humans first, while taking our work to the next level through digital scale tactics powered by generative AI, customer education, self-service, and community. Kicking off the keynote, Nick Mehta, CEO, Gainsight, opened the event on a note of gratitude for our incredible global Pulse community, illustrating a sentiment of solidarity for our shared challenges and successes.

2023 52

2023 Customer Success Roadmap B2C 52

IntouchInsight

NOVEMBER 15, 2023

This year at Intouch Insight, we have focused on getting our customers the resources they need to succeed. To support this initiative, we have created a wide variety of assets to help guide our customers into reaching customer experience excellence.

Insights 62

Insights Customer Experience Customers 62

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

The DiJulius Group

NOVEMBER 15, 2023

Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu”.

Competitive Advantage 64

Competitive Advantage Article Customer Service Customers 64

Comm100

NOVEMBER 15, 2023

The gaming industry is an ever-evolving behemoth, with innovations, user demographics, and technologies constantly shifting. At the core of these dynamics is the need for robust player engagement and support. However, challenges abound. In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs.

Omnichannel 45

Omnichannel Engagement Touchpoint Entertainment 45

Braze

NOVEMBER 15, 2023

A Year in Review campaign is a way of messaging audiences with an overview of the year, as it draws to a close. These campaigns typically use behavioral data points, achievements, and events that have taken place over the course of the year to celebrate the brand and the audience.

Loyalty 59

Loyalty Events Communication Brands 59

SAP Customer Experience

NOVEMBER 15, 2023

Introduction The goal of this article is to provide documentations needed when upgrading Swagger SAP Commerce to version 2211. SAP best practices recommends to use swaggerintegration extension to automate the API documentation process and provide Swagger UI for your web services. Activating Swagger in 2211 The basic steps to activate.

Document 64

Document Article Customer Experience Customers 64

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

West Monroe

NOVEMBER 15, 2023

Utility executives find themselves at the helm of a pivotal transformation as the electric vehicle market accelerates. The integration of EVs into the energy grid represents a significant shift in how we think about transportation, energy consumption, and the digital capabilities that bind them—the future of EVs is inextricably linked to the readiness and responsiveness of the grid, and that relationship that will define the next era of energy management.

Transportation 52

Transportation Automotive Consumers Technology 52

Clarivate

NOVEMBER 15, 2023

Every year, the unveiling of the Highly Cited Researchers list sparks anticipation within the global research community as both researchers and their affiliated institutions or organizations scrutinize the list. Today, we present our 2023 list , recognizing 6,849 individuals from more than 1,300 institutions across 67 countries and regions. These Highly Cited Researchers stand out for their significant and broad influence in various scientific and social science domains, representing a small fra

2023 130

2023 2022 Consulting Information 130

Helpware

NOVEMBER 15, 2023

Multilingual customer support is considered one of the best ways to enter foreign markets and keep clients. Currently, many developing businesses understand this more and more as they are searching for new CS solutions. It's a simple case of speaking your customers' languages, and your business will grow. Though this requires resource allocation and expenditure, it can offer a quick payback.

Customers 89

Customers Marketing 89

MyCustomer

NOVEMBER 15, 2023

*Where AI and Marketing Collide: 2024 CX Predictions* Acxiom has launched a brand new research report, tapping into the experience,

2024 90

2024 Brands Marketing 90

Advertisement

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