InMoment XI

SEPTEMBER 25, 2024

Natural Language Processing (NLP) is a complex, yet fascinating and rapidly evolving field. It combines the specialties of computer science, artificial intelligence, and linguistics. Merging all three disciplines, it focuses on the interaction between computers and humans through natural language. This enables machines to understand, interpret, and respond to human language in a way that is both meaningful and useful.

Insights 195

Insights Social Media Net Promoter Score Events 195

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. As a CX change agent, I’m sure you’ve heard how customer journey mapping is a proven way to bring much-needed order to this potential chaos: Journey maps explain how specific personas experience your organization They reveal the emotions customers feel at each step of their journey And they highlight the most important channels in e

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

TechSee

SEPTEMBER 30, 2024

In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu

White Paper 109

White Paper Automotive Download Customer Satisfaction 109

Experience Investigators by 360Connext

SEPTEMBER 24, 2024

What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data.

Insights 162

Insights Customer Retention Customer Experience Customers 162

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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

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. In markets such as the United States, Japan, and various parts of Asia, Toyota consistently demonstrates responsibility by addressing customer issues promptly and without unnecessary obstacles.

Automotive 373

Automotive Loyalty Return on Investment Transportation 373

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. The moment they have to dial your number, frustration is likely already simmering. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

ShepHyken

SEPTEMBER 17, 2024

My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend.

Workshop 148

Workshop Customer Service Training Article Customers 148

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

Experience Investigators by 360Connext

SEPTEMBER 17, 2024

Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization’s unique CX landscape, from identifying quick wins to building long-term visions that align with your company’s mission and values.

ROI 162

ROI Culture Leadership Insights 162

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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

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.

Metrics 322

Metrics Customer Success 2024 2023 322

TechSee

SEPTEMBER 26, 2024

In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.

ROI 109

ROI Average Handle Time Net Promoter Score NPS 109

InMoment XI

SEPTEMBER 20, 2024

Capturing genuine and actionable feedback from customers and employees can be a challenge, especially when traditional surveys feel long, tedious, and uninspiring. Many organizations struggle with vague, short responses that offer little insight, leaving them chasing scores rather than focusing on meaningful improvements. This is where Active Listening comes in—a revolutionary approach to feedback collection that enhances the quality and depth of responses.

Feedback 195

Feedback Employee Experience Insights Engagement 195

ShepHyken

SEPTEMBER 10, 2024

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.

Employee Experience 150

Employee Experience Workshop Customer Service Training Culture 150

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

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

BirdEye

SEPTEMBER 20, 2024

Keeping customer experiences consistent across multiple business locations can be tough. Every location has its own problems, making it difficult to maintain a strong brand image and keep customers happy. That’s where Artificial Intelligence (AI) steps in as a game-changer. AI adoption is skyrocketing, with 72% of organizations now using AI, up from 50% last year.

2024 105

2024 Innovation Social Media Demo 105

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

TechSee

SEPTEMBER 23, 2024

Agentic AI is changing the game for enterprises. Imagine AI systems that don’t just respond to commands but can act independently, learn in real time, and solve complex problems—just like a human agent. This is the promise of Agentic AI. Agentic AI offers a clear path to transformation for enterprise leaders looking to streamline operations, accelerate and improve customer service, enhance customer experiences, and gain a competitive edge.

Net Promoter Score 109

Net Promoter Score Interaction Customer Satisfaction ROI 109

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.

Customer Insights

InMoment XI

SEPTEMBER 19, 2024

When you think of your most recent purchase, you don’t think of the experience in silos. You don’t remember how you felt during the awareness phase separate from the consideration phase. You recount your experience based on how you felt about the whole process, from start to finish. This is how we view the end-to-end customer experience. What is End-to-End Customer Experience?

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

ShepHyken

SEPTEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?

Culture 93

Culture Sports Financial Banking 93

Beyond Philosophy

SEPTEMBER 20, 2024

Personalization is a developing area in Customer Experiences. With AI driving what could be possible, many of you might be wondering how you can best leverage its capability in yours. To that end, we invited our special guest, Graham Hill, Ph.D., to explore the rapidly evolving field of Personalization in Customer Experiences. With decades of experience in customer relationship management (CRM) and Customer Experience , Hill shares valuable insights into how personalization, particularly with th

Customer Relationship Management 97

Customer Relationship Management Customer Centricity Communication Financial 97

BirdEye

SEPTEMBER 18, 2024

Ever wondered how your business can reach potential customers even when you’re asleep? Or how can you get honest feedback from your customers without asking directly? The answer might surprise you: it’s Google reviews for business. Think of Google business reviews as your 24/7 silent salesperson, working tirelessly to promote your business and attract new customers.

Social Media 105

Social Media Feedback Demo Information 105

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

Contact Center

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees.

Customer Experience 233

Customer Experience Leadership Innovation Workshop 233

delighted

SEPTEMBER 6, 2024

What do customers really think about your brand? Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. Brand perception surveys are instrumental tools for uncovering not only how customers feel about your brand but also how they communicate that to new, potential customers and beyond.

Brands 98

Brands Net Promoter Score Measurement Insights 98

InMoment XI

SEPTEMBER 18, 2024

In today’s healthcare landscape, patient expectations are higher than ever. It’s not just about treating ailments anymore—it’s about delivering care that’s seamless, compassionate, and easy to access. So, what does it take to create an exceptional customer experience in healthcare? Discover the most important factors, common challenges, and top trends shaping the future of healthcare customer experience—and how you and your organization can lead the way.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

ShepHyken

SEPTEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service? Why is transparency when using AI in customer interaction? How can businesses balance between AI and human support?

Customer Expectations 91

Customer Expectations Multi-Channel 2024 Social Media 91

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Omnichannel