BirdEye
JULY 24, 2023
Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. Further, Barclay estimates that optimizing for the feedback economy could yield a $3.2 billion opportunity in the next decade in the UK alone. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities.
Team Support
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.
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Alida
JULY 27, 2023
Discover the power of storytelling in maximizing the business impact of customer insights. Learn how to craft compelling research debriefs.
Helpware
JULY 25, 2023
Listening to the voice of the customer is crucial. Detailed VOC analytics will improve customer experience and give you a leg up on the competition.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Brad Cleveland Blog
JULY 13, 2023
In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, “Not everything that counts … Continue reading → The post Counting What Counts: Pitfalls of Service Metrics in Customer Service appeared first on Brad Cleveland.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BlueOcean
JULY 13, 2023
Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.
Experience Investigators by 360Connext
JULY 7, 2023
How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives. But what if the decision-makers in your organization understood their top objections are actually reasons to support CX?
Alida
JULY 20, 2023
Community is a feedback collection method built on trust. There are four reasons you might consider building one: deeper access, stronger engagement, faster time to insights, and centralized customer experience.
TechSee
JULY 28, 2023
Introduction The right-to-repair movement has gained significant momentum in recent years, giving consumers the ability, and resources needed to repair their electronics and devices themselves rather than relying solely on authorized repair centers. This movement aims to promote sustainability, cost-effectiveness, and consumer empowerment. Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-servi
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Retently
JULY 28, 2023
How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? The second approach definitely sounds more complex, expensive and demanding in terms of effort.
InMoment XI
JULY 20, 2023
It seems like the internet is full of ChatGPT “hacks” these days. We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. And I wouldn’t be the true customer experience nerd that I am if I didn’t ask: “Could we customer experience (CX) professionals leverage ChatGPT customer experience survey questions?
Bill Quiseng
JULY 5, 2023
QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.
Experience Investigators by 360Connext
JULY 7, 2023
In this webinar replay, you’ll discover: How to tell if your CX goals were reasonable and set up properly to achieve success 5 questions you can use to ensure that other leaders within your organization understand – and appreciate – what you’re trying to accomplish An easier way to ensure that everyone in your organization understands CX – and buys into their unique role in delivering excellence Whether you’re gathering the right feedback for the goals you’re trying to achieve
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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.
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ShepHyken
JULY 4, 2023
I was just at an industry conference focusing on AI (Artificial Intelligence). Someone commented, “AI is going to make us stupid.” Elaborating on that statement, the commenter’s reasoning was that it takes thinking and problem-solving out of the process. We will be given the answer and won’t have to know anything else. I can see his point, but there is another way of looking at this.
Beyond Philosophy
JULY 13, 2023
Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.
Retently
JULY 4, 2023
From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. But what if you’re not one of the world’s largest companies? What value can NPS provide for your much smaller, more hands-on business?
Team Support
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
BirdEye
JULY 13, 2023
Nearly 4.5 billion people are active on social media worldwide. As a business, it’s hard to miss the potential of tapping into such a large audience. Using social media platforms is one of the quickest ways to boost your brand’s visibility and success. That’s why it’s critical for companies to embrace social media optimization strategies. In this article, we’ll explore how social media optimization can help you reach more potential customers, attract more leads, and boost your digital mark
Experience Investigators by 360Connext
JULY 27, 2023
Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Disclosure: This item uses an affiliate link to Linkedin Learning.
ShepHyken
JULY 31, 2023
Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. Understanding and predicting customer needs are key to effective customer engagement.
Feedbackly
JULY 27, 2023
A hassle-free and low-effort experience is often one of the core expectations that customers have when dealing with a business. They prefer brands that are intuitive, ever-ready, and accessible. Exceeding such expectations help businesses stay at the forefront of the market with a strong and loyal customer base as their driving force. When measuring customer effort, CES has been a leading metric adopted by both startups and established businesses.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Magellan Solutions
JULY 13, 2023
AI-powered outsourcing solutions have become crucial for driving growth and shaping traditional outsourcing processes. Utilizing artificial intelligence (AI) in outsourcing has become a game-changer for businesses as technology develops. It enables enterprises to improve efficiency, make data-driven decisions, and allocate resources. Companies can step up their game by adopting AI in outsourcing.
Team Support
JULY 20, 2023
Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Recognizing these struggles, we here at TeamSupport are proud to launch a groundbreaking enhancement to our Jira integration.
BirdEye
JULY 6, 2023
Staying in touch with customers helps businesses strengthen their relationships and build a stronger customer base. The current digitally connected world makes that process very easy. There are multiple avenues for businesses to reach out to their customers and make sure they notice every word. This blog post covers the top 8 types of messages that customers can leverage to stay connected with their customers.
Doing CX Right
JULY 9, 2023
Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership. The post Future-Proofing Your Business with Unstoppable CX Leadership and Innovation appeared first on Doing CX Right.
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
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