ShepHyken
APRIL 11, 2023
The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.
Magellan Solutions
APRIL 19, 2023
8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses. Customer experience is a key aspect for companies trying to increase sales, satisfaction, and referrals.
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MyCustomer
APRIL 24, 2023
Engagement Entries rolling in to CX Leader of the Year 2023
eglobalis
APRIL 10, 2023
The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Feedbackly
APRIL 20, 2023
If customers are the lifeblood of a business, their satisfaction is what will keep it running. It is important that brands keep track of customer satisfaction consistently to identify what they do well and focus on what they could do better. CSAT is one of the popular metrics used for this purpose. But does it cover everything you need to keep your customers happy?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
APRIL 11, 2023
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high grade; superiority; excellence: wood grain of quality.” OR “native excellence or superiority.” Where does quali
BlueOcean
APRIL 14, 2023
What if you could learn about a new technology just by directly asking it questions? That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX. Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers.
Retently
APRIL 11, 2023
There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth. They mean that your product or service delivers significant, measurable benefits.
eglobalis
APRIL 18, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.
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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.
MyCustomer
APRIL 17, 2023
Engagement Company silos and culture continue to blight CX
InMoment XI
APRIL 27, 2023
InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. Below you’ll find the latest innovations to: Summarize customer feedback more effectively to save time and resources Improve the closed-loop service experience to reduce churn and incr
Experience Investigators by 360Connext
APRIL 25, 2023
“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And that is great. However, like many parts of customer experience, it takes more than just words.
BlueOcean
APRIL 20, 2023
We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business.
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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.
Alida
APRIL 21, 2023
Sport fandom is a unique concept: few other cultural phenomena engage and enthral people from all over the world in the way that sport does. As time and technology have evolved, the habit of participating, talking, reading, listening, or watching sports has remained a chosen past-time for billions across the globe.
eglobalis
APRIL 24, 2023
$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.
ShepHyken
APRIL 25, 2023
One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.
InMoment XI
APRIL 18, 2023
Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market. InMoment’s Simon Benns sat down with her on the recent XI Cafe Podcast to chat with Mary Anne about what you can expect to see at The Customer Show this year, as well as getting Mary Anne’s insi
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!
TechSee
APRIL 4, 2023
While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. All well and good, you should be kind while talking to your customers on the phone when they have a problem in their house.
BirdEye
APRIL 17, 2023
Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. Recent statistics reveal the subscription economy will be a trillion-dollar economy by 2025. Another study indicates that 75% of organizations that sell directly to consumers will offer subscription services by 2023.
Daniel Group
APRIL 5, 2023
Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. “CX is about us learning together, this is a journey, focusing on the human element of things, and helping our dealers improve interacting with customers.” Transcript Lynn Daniel: Welcome everyone.
Feedbackly
APRIL 6, 2023
Emotions play a crucial role in customers’ decisions to purchase and recommend products to others. However, measuring something as complex and inconsistent as emotions is not easy. The Emotional Value Index (EVI®) is a metric that helps brands measure customer emotions and understand how they affect purchasing decisions. It is a standardized way of looking at the emotional experience tied to a buying journey.
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.
2020 Research
APRIL 26, 2023
What happens when governments raise their central bank interest rates? One ripple effect may be the increased cost of lending for banks. We may also observe a reduction in bond prices, which could deplete the market value of bank capital reserves. Unfortunately, these aren’t speculative scenarios—it’s all happening now in 2023. Mar. 8, 2023: Silvergate Bank, a cryptocurrency-focused institution, was the first to fail due to significant losses in its loan portfolio.
InMoment XI
APRIL 3, 2023
In March, I spoke at InMoment’s XI Forum Sydney, and it shouldn’t surprise you that I chose to talk about building a customer experience (CX) program! In the spirit of sharing insights for those who couldn’t attend or want to revisit my key points, I’m here on the InMoment blog to briefly recap my presentation! When I started working at InMoment, I knew nothing about CX.
Playvox
APRIL 21, 2023
Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.
BirdEye
APRIL 28, 2023
Are you an insurance provider who is looking to increase your revenue? If so, then effective insurance marketing strategies are the way to go. These strategies aren’t just about getting more clients, it’s also about retaining existing ones and making sure they keep coming back for more. Fortunately, there are a number of ways to do this. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client int
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
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