ShepHyken

SEPTEMBER 15, 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. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Article 80

Article Loyalty Programs Customer Service 2024 80

Thematic

SEPTEMBER 15, 2024

You’ve been searching for the best customer experience platform and came across Medallia. But, a few things are stopping it from being the best choice for your organization, so you’re looking for alternatives. While some Medallia competitors offer similar all-in-one solutions, there are other alternatives you can use to build the customer experience tech stack that helps your organization deliver an exceptional customer experience.

Contact Center 62

Contact Center Feedback Employee Experience Insights 62

The DiJulius Group

SEPTEMBER 15, 2024

“The companies that don’t invest in customer experience are the ones whose leaders don’t understand the financial impact CX can have.” Several organizations are focused on building a world-class experience ecosystem for every business stakeholder. We have seen firsthand that companies with the strongest internal cultures are significantly less affected by economic instability.

Customer Experience 52

Customer Experience Financial Culture Article 52

West Monroe

SEPTEMBER 15, 2024

M&A activity in the insurance sector has remained strong, even as the broader market faced challenges. With the industry ripe for digital transformation, the next 12 to 24 months are expected to see heightened deal activity. Key drivers include the pursuit of advanced technologies, value creation through innovation, and a focus on staying competitive in an evolving landscape.

Insurance 52

Insurance Competitive Advantage Download Presentation 52

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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