InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. In the customer experience industry, we call capturing customer feedback a “voice of customer” program, and at InMoment—we know that it’s not enough to capture feedback, you need to capture it, understand it, take action, and make sure customers know t

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

CX Accelerator

DECEMBER 22, 2022

I can hardly believe it.but CX Accelerator has been a thing for five years. What started as a simple social experiment has made a real difference in the CX space. And the exciting part? We are just getting started. It's time to accelerate the mission of CX Accelerator in 2023. What mission, you ask? To equip, encourage, and connect Customer Experience professionals at every stage in their journey.

Brands 36

Brands 2023 Leadership Events 36

Alida

DECEMBER 1, 2022

Focusing on Customer Lifetime Value can boost your long-term revenue and help you navigate a tricky economic environment, but as with every metric, context is key.

Metrics 235

Metrics Customers Customer Experience 235

BlueOcean

DECEMBER 15, 2022

We often hear from our readers how helpful our published content is when they are in the decision-making process for partnering with a new contact center outsourcer. We were excited to see that the readers and award committee of the 2022 Customer Contact Central MVP Awards agreed! Our article, How to Launch a Successful Outsourced Contact Center Implementation, won second place in their quest to spotlight the highest-value content from industry thought leaders.

Contact Center 31

Contact Center Leadership 2022 Article 31

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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

ShepHyken

DECEMBER 28, 2022

Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. .

2023 141

2023 Fashion Customer Service Training Reference 141

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Think of digital experience trends being the new maps application in your business.

Social Media 397

Social Media Metrics 2019 Customer Journey 397

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Who should you survey? Should you ask your key contact to complete your NPS survey, or should you send it to every user that engages with your product? Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 148

Net Promoter Score B2B NPS Feedback 148

Alida

DECEMBER 15, 2022

Finding and keeping the right insiders is the first challenge you’ll encounter when establishing a VoC program.

Voice of Customer 130

Voice of Customer Customers Customer Experience 130

BlueOcean

DECEMBER 15, 2022

We have another great episode of Deep CX: A Blue Ocean Podcast for you this month! We were lucky to sit down with Tony Won, a leading specialist in player support and our very first guest in the gaming industry. Tony has built up quite the gaming résumé over the years, working with industry giants like Riot Games and Epic Games—he even worked on the smash hit cross-platform game Fortnite!

Books 156

Books Consulting Blog Customer Experience 156

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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

ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.

Healthcare 132

Healthcare Customer Centricity Customer Voice Voice of Customer 132

TechSee

DECEMBER 21, 2022

TechSee, Whose Platform is Built on AWS, Now Pivots to Deliver Deeper Visual Solutions for the AWS Customer Network. New York, NY, December 21, 2022 – TechSee, a visual engagement and computer vision platform, announced today it is joining Amazon Web Services’ (AWS) Partner Network , deepening the relationship between the two companies.

Telecommunications 21

Telecommunications 2022 Employee Experience Technology 21

InMoment XI

DECEMBER 19, 2022

What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? What will my business gain? Strong and insightful surveys help businesses understand what they are getting right and where they need improvement.

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

Totango

DECEMBER 22, 2022

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions.

Reference 106

Reference NPS Social Media Net Promoter Score 106

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

BirdEye

DECEMBER 22, 2022

You might be wondering if Google reviews help your ranking and boost SEO. The answer is a resounding yes. A strong online presence is absolutely necessary for gaining new customers. If people can’t find you online, they can’t do business with you. Customer reviews are directly linked to how easily people can find your business online. In this article, we’ll explain exactly how Google reviews can help improve your search ranking and SEO efforts.

Article 105

Article Feedback Management Information 105

Feedbackly

DECEMBER 2, 2022

Emotional Value Index (EVI®) , in a word, is brilliant. Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. The shift from products to experiences. The ever-evolving customer expectations shape how brands create and present their buying journey.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.

Customer Journey 128

Customer Journey Brands Contact Center Sales 128

Kustomer

DECEMBER 12, 2022

When organizations are considering a chat strategy, there’s a common debate over whether live chat or a messaging app is the right method to use for client communication. Both models have pros and cons, but technologies have evolved to make a hybrid approach not just possible, but effective. By blending both models together, you can test, collect feedback, and grow — and new tools make it easier than ever to take the best from each approach.

Competitive Advantage 95

Competitive Advantage Social Media Communication Measurement 95

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

DECEMBER 14, 2022

Welcome to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Tourism 370

Tourism Government Financial Innovation 370

Alida

DECEMBER 8, 2022

Employee surveys can be a reliable source of insight… as long as you direct them properly and ask the right questions.

Engagement 130

Engagement Insights Employee Experience 130

BirdEye

DECEMBER 28, 2022

Are you looking for ways to increase your social media followers? Or are you looking for a creative way to promote new products and services? If the answer to either question is yes, you should consider running a social media contest. Contests are a great way to get people excited about your brand, and they can be a lot of fun for participants as well.

Social Media 19

Social Media Brands Engagement Entertainment 19

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it.

2022 98

2022 Customer Success NPS Customer Satisfaction 98

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

ShepHyken

DECEMBER 6, 2022

The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .

Customer Centricity 124

Customer Centricity Culture Leadership Healthcare 124

Blueshift

DECEMBER 23, 2022

In 2023, marketers will use AI to unlock creativity and personalization. In the past, AI was owned by data scientists, but now marketers can easily access and use AI. In 2023, marketers are the data artists, combining creativity with data and AI, for intelligent customer engagement. Let’s dive into four key areas that will drive customer engagement in the coming months. .

2023 98

2023 Customer Engagement Engagement Marketing 98

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. It reflects the summary of experiences at different points along the customer journey—such as considering doing business with a brand, making a purchase and becoming a customer, receiving additional services, having issues resolved, etc—and includes multiple cha

Customer Experience 370

Customer Experience Call Center Touchpoint Measurement 370

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. We polled business leaders on TTEC’s LinkedIn page, asking “What will be the biggest CX focus in 2023?” Among the 457 people who responded, employee engagement and digital engagement got the largest shares of votes at 37% each.

2023 96

2023 Employee Experience Engagement Brands 96

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