InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

Contact Center 296

Contact Center Insights Call Center Customer Care 296

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re peeling back the curtain on Sam’s Club’s groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

Contact Center 156

Contact Center Insights Call Center Customer Care 156

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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

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Helpware

JANUARY 30, 2024

What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It’s pretty hard to come to terms if there’s a gap in getting the message across let alone indulge in troubleshooting issues. Therefore, the requirements set to contact center agents are crystal clear - a high level of the language they are working with and a good accent, and the accent of an agent is

Contact Center 79

Contact Center Technology Customer Satisfaction Communication 79

The DiJulius Group

JANUARY 30, 2024

To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more.

Loyalty 52

Loyalty Article Brands Customer Service 52

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. It’s not just about skills; it’s understanding the company and sharing its values. That got me thinking – what interview questions really help identify a great CX professional?

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Feedback 52

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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

CX University

JANUARY 30, 2024

The Net Promoter Score (NPS) is a key metric for measuring customer loyalty and satisfaction. It is based on a simple survey question that asks respondents how likely they are to recommend a product or service to a friend or colleague, using a scale from 0 to 10. The responses are categorized as follows: Promoters (9-10), Passives (7-8), and Detractors (0-6).

Net Promoter Score 52

Net Promoter Score NPS 2023 Insurance 52

Optimove

JANUARY 30, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: For marketers, the right way to measure campaigns is by using a multi-touch attribution model to understand the incremental impact of each touchpoint in a customer journey. In this post, you’ll learn that most platforms will measure the impact of campaigns using a last-touch attribution model.

Customer Journey 59

Customer Journey Measurement Multi-Channel Touchpoint 59

SurveySparrow

JANUARY 30, 2024

Today, every click, every purchase, every opinion is recorded. Businesses and researchers are faced with an overwhelming amount of data. This is the key to understanding consumer behavior, market trends, and societal shifts. But here’s the problem: how do you decipher this data? How do you transform raw numbers and unstructured feedback into actionable insights?

Social Media 52

Social Media Measurement Customer Satisfaction Insights 52

Forrester's Customer Insights

JANUARY 30, 2024

“We have a gazillion products to monitor technology, but none of them measure the holistic experience.” -Quote from a recent Forrester client interaction Let’s face it: IT is obsessed with monitoring.

Measurement 32

Measurement Technology Interaction User Experience 32

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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

Brandwatch CX

JANUARY 30, 2024

Social media SEO is a hot topic, with millions of consumers using social media to search for their next favorite product. Here's what you need to know.

Social Media 105

Social Media Brands Consumers 105

dscout People Nerds

JANUARY 30, 2024

Meet the people that matter to you in the moments that matter to them. Qualitative research tools and services for product, innovation, CX, and brand.

Innovation 92

Innovation Brands 92

Forrester's Customer Insights

JANUARY 30, 2024

Understand the value that you can expect from an ESG data and analytics provider, learn how providers differ, and investigate options.

Marketing 57

Marketing Government Financial Management 57

Help Scout

JANUARY 30, 2024

AI email assistants can take email from a hassle to, well, less of a hassle. Learn all about AI-powered email assistants and discover 9 tools to try in 2024.

2024 56

2024 Article 56

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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

Circular Edge

JANUARY 30, 2024

Navigating the Cloud - Networking Wednesday May 8 Navigating the Cloud – Networking Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

Webinar 52

Webinar 52

kommunicate

JANUARY 30, 2024

Last Updated on January 31, 2024 Imagine a customer visiting your website for the first time and instantly greeted by a friendly virtual assistant, ready to answer any of their questions and guide them toward a purchase. There is no waiting, no calls put on hold, or no navigating confusing menus — just quick, efficient, [.] The post FAQ Chatbot: Benefits, Types, Use Cases, and How to Create appeared first on Kommunicate Blog.

2024 52

2024 Blog Customers 52

Circular Edge

JANUARY 30, 2024

Unveiling the Cloud - OCI Success Story Wednesday, August 14 Unveiling the Cloud – OCI Success Story Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

Webinar 52

Webinar 52

SmartKarrot

JANUARY 30, 2024

Welcome to a deep dive into the intricate world of strategic customer management. As someone who has spent several years navigating the complexities of enterprise and strategic customer relationships, I am excited to share my insights on the art of managing key customers. Before we begin, it’s important to note that the views shared here are solely mine, derived from years of hands-on experience in the field.

Management 10

Management 2024 Customer Success Roadmap 10

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

Circular Edge

JANUARY 30, 2024

Navigating the Cloud - Networking Wednesday May 8 Navigating the Cloud – Networking Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

Webinar 52

Webinar 52

SmartKarrot

JANUARY 30, 2024

Welcome to a deep dive into the intricate world of strategic customer management. As someone who has spent several years navigating the complexities of enterprise and strategic customer relationships, I am excited to share my insights on the art of managing key customers. Before we begin, it’s important to note that the views shared here are solely mine, derived from years of hands-on experience in the field.

Management 10

Management 2024 Customer Success Roadmap 10

Circular Edge

JANUARY 30, 2024

Navigating the Cloud - Identity and Security Wednesday June 12 Navigating the Cloud – Identity and Security Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

Webinar 40

Webinar 40

Forrester's Customer Insights

JANUARY 30, 2024

“To personalize or not to personalize?” That is the question today. The answer tomorrow is that you won’t need to consciously think about personalizing individual consumer interactions because companies will graduate to delivering invisible experiences (formerly called anticipatory experiences* in our research).

Consumers 34

Consumers Interaction B2C Marketing 34

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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.

Customer Experience