ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

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Metrics Customer Service Workshop Measurement 161

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well.

Management 88

Management Contact Center Communication Feedback 88

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? Why is paying attention to market and competition crucial for businesses? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

Magazine 88

Magazine Employee Experience Exceptional Customer Service Customer Retention 88

Braze

FEBRUARY 20, 2024

Relationships have always been central to marketing. But in today’s fast-moving, highly competitive customer engagement landscape, finding ways to build strong, enduring connections with your customers is an essential part of meeting your business goals for most brands.

Customer Engagement 101

Customer Engagement Connections Engagement Brands 101

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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

Cyara

FEBRUARY 20, 2024

Every organization understands the vital importance of enabling their customers to connect seamlessly. This communication must also be at their convenience, and through their preferred means. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. As David Conway, Lead Systems Engineer at Salesforce , emphasized, “In the sales world, if a caller can’t get through they’ll move on to the next plac

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ROI Return on Investment Communication 2023 76

SurveySensum

FEBRUARY 20, 2024

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Centricity Touchpoint 52

CSM Magazine

FEBRUARY 20, 2024

In the world of sports betting, the importance of high-quality customer service can’t be overstated. Whether it’s answering queries, resolving issues, or providing personalized betting advice, exemplary customer service can significantly enhance the betting experience. Recent insights from Allagent reports suggest that bettors are increasingly valuing quick, efficient and personalized customer interactions.

Sports 52

Sports Innovation Technology Customer Service 52

SurveySensum

FEBRUARY 20, 2024

Picture this : you walk into a cozy cafe, greeted by the aroma of freshly brewed coffee and warm smiles from the staff. How does it make you feel? Valued & happy, right? That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Centricity Touchpoint 52

Magellan Solutions

FEBRUARY 20, 2024

Did you know? Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. It’s more than just a strategy; it’s a make-or-break mission for businesses aiming to thrive in the digital era. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 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

InteractionMetrics

FEBRUARY 20, 2024

There’s now an Interaction Metrics GPT! You can ask it anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here ! The post NEW: There’s Now An Interaction Metrics GPT! appeared first on Interaction Metrics.

Metrics 52

Metrics Interaction Measurement Customer Service 52

SurveySensum

FEBRUARY 20, 2024

For a business to succeed in today’s digital landscape, reaching global audiences is a must. Content localization is a surefire way to do that. Creating content that resonates with different cultures and reaches target audiences no matter the language they speak is the aim of any effective localization strategy. For businesses, it helps to build trust, create engagement, make their brand recognizable, and generate more revenue.

Culture 52

Culture Metrics Feedback Demo 52

Forrester's Customer Insights

FEBRUARY 20, 2024

Though coaching is linked to high employee engagement and performance, there are nuances that are important for managers to understand. Learn about the coaching skills that can deliver the best outcomes.

Management 55

Management Engagement Employee Experience Customers 55

CSM Magazine

FEBRUARY 20, 2024

Given the fierce competition out there, it’s clear that running a profitable commercial business is not a piece of cake. There are so many things you need to focus on if you want to create a foundation for success, such as making a business plan, studying your competitors, and providing excellent customer service. But a detail that’s often overlooked is the business premise itself.

Reference 52

Reference Document Brands Management 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

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Insights Interaction 143

Brandwatch CX

FEBRUARY 20, 2024

Here’s how to decide on the right tool to monitor your brand on social media. Millions of data points are created every day on social media. Today, there will be over half a billion posts published on X (formerly Twitter), 95 million Instagram posts, and over 800k Reddit posts. And among all this? Mentions about your brand. In some of our previous posts we emphasised on the importance of successful brand monitoring , its most important features , and how to make the most of it.

Social Media 98

Social Media ROI Demo Measurement 98

Zeisler Consulting

FEBRUARY 20, 2024

“Your feedback is important to us.” Sometimes those are just words. And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever. This was a luxury brand and as such I’d expected some pretty fantastic attention to detail, and to me as the Customer.

Feedback 93

Feedback Customers Culture Books 93

Brandwatch CX

FEBRUARY 20, 2024

Here’s how to decide on the right tool to monitor your brand on social media. Millions of data points are created every day on social media. Today, there will be over half a billion posts published on X (formerly Twitter), 95 million Instagram posts, and over 800k Reddit posts. And among all this? Mentions about your brand. In some of our previous posts we emphasised on the importance of successful brand monitoring , its most important features , and how to make the most of it.

Social Media 96

Social Media ROI Demo Measurement 96

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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.

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Nasuni

FEBRUARY 20, 2024

Russ Kennedy discusses unlocking data intelligence for enterprise with Nasuni IQ, the latest core feature of the Nasuni File Data Platform.

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Braze

FEBRUARY 20, 2024

Each month, Braze selects one individual as our Marketer of the Month in order to celebrate the exceptional work being done by members of our Braze Bonfire community. This month, we’re recognizing Aubrey Jackson, Sr. Marketing Manager, Mobile Marketing at Sephora.

Marketing 69

Marketing 2024 Management 69

2020 Research

FEBRUARY 20, 2024

With 2024 already proving to be a challenging year for consumers, brands need to ensure they’re fighting fit and competing for spend—but how? In this on-demand webinar, learn how strong brands use research and insights to power growth, build market share, and thrive, despite unforgiving conditions. Watch the on-demand webinar for a look at the strategies of leading brands and how the innovative use of research can be used to understand customers, support decision making, and gain a competitive a

Brands 59

Brands Insights Marketing Competitive Advantage 59

Forrester's Customer Insights

FEBRUARY 20, 2024

The US Cybersecurity and Infrastructure Security Agency (CISA) recently announced the 2024 cybersecurity priorities for the Joint Cyber Defense Collaborative (JCDC). The six priorities are grouped into three focus areas designed to harmonize cybersecurity goals and efforts across government and industry partnerships for critical infrastructure protection.

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2024 Government Management 56

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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

Zonka Feedback

FEBRUARY 20, 2024

In today's competitive business landscape, understanding your customers' needs and preferences is crucial for success. One of the most effective ways to gain insights into customer satisfaction and preferences is through feedback.

Feedback 52

Feedback Customer Satisfaction Insights Customers 52

Forrester's Customer Insights

FEBRUARY 20, 2024

The cloud-native ecosystem, powered by the distributed Kubernetes backbone, is transforming everything in the cloud. In APAC, organizations are prioritizing the adoption of multicloud container platforms (MCPs) to develop, deploy, and run modern applications in a multicloud and hybrid cloud context.

Presentation 55

Presentation 55

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Forrester's Customer Insights

FEBRUARY 20, 2024

Every year, Forrester surveys over 1,000 marketing decision-makers around the world to learn about their priorities, challenges, and plans.

B2C 55

B2C Marketing Advertising Consumers 55

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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