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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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.
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.
eglobalis
JULY 13, 2023
A Personal Bank Story: How to Win, and Lose, a Bank Customer The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.
BlueOcean
JULY 20, 2023
It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process.
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.
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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.
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.
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?
eglobalis
JULY 26, 2023
Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.
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.
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!
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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
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.
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.
InMoment XI
JULY 19, 2023
In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. To meet these demands, companies are turning to customer experience experts who possess the knowledge and skills to enhance CX platforms and drive customer-centric strategies.
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.
eglobalis
JULY 19, 2023
From here to affinity – how to build customer centricity in professional services The post From here to affinity – how to build client centricity in professional services appeared first on Eglobalis.
TechSee
JULY 24, 2023
No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience. Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolu
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.
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?
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
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.
InMoment XI
JULY 12, 2023
With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. How exactly do you do this? In the modern digital world, it’s by creating a seamless customer experience strategy. Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial a
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.
TechSee
JULY 17, 2023
Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. However, the implementation of LLMs also presents its fair share of challenges.
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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