COPC

JUNE 24, 2024

Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. However, recent studies present a conflicting view of CX. Some research paints a grim picture of deteriorating service quality, while other studies found areas of significant improvement. This article explores these divergent findings, drawing comparisons to uncover the actual state of CX today.

E Commerce 79

E Commerce Customer Experience Net Promoter Score 2024 79

eglobalis

JUNE 19, 2024

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.

Customer Experience 388

Customer Experience Customers Innovation Loyalty 388

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. Read on! What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the en

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Experience Investigators by 360Connext

JUNE 25, 2024

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents. We’ll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur.

Customer Journey 210

Customer Journey Customer Relationships Loyalty Communication 210

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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

Bill Quiseng

JUNE 26, 2024

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

Customer Experience 174

Customer Experience Social Media Loyalty Interaction 174

Retently

JUNE 16, 2024

Are your surveys yielding questionable data? The issue might lie in bad survey questions. From biases to respondent confusion, these flawed questions can skew results and invalidate your data. This article breaks down typical mistakes, showing you how to spot and eliminate problem areas to enhance the quality of your surveys. Stick around, and let’s get your survey game on point.

Feedback 139

Feedback Insights ROI Culture 139

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

BlueOcean

JUNE 25, 2024

Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a sense of belonging for all employees.

Customer Experience 156

Customer Experience Government Customers Communication 156

Experience Investigators by 360Connext

JUNE 4, 2024

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware.

2024 265

2024 Customer Centricity Culture Employee Experience 265

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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

Bill Quiseng

JUNE 12, 2024

Mission statements don’t enthuse people to engage and WOW customers. Passion statements do. In the spirit of paying it forward, I offer you this OUR PASSION STATEMENT First, we will be best for our customers. Then we will be first among our competitors. Let’s not serve to satisfy our customers. Satisfied customers feel that their experience is good, not better, just average.

Social Media 33

Social Media Interaction Communication Customers 33

InMoment XI

JUNE 7, 2024

Hotel reputation management has never been more important. With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. A bad review or post gone viral could deter potential guests from ever getting to your website. With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands.

Hotels 195

Hotels Management Social Media Hospitality 195

Retently

JUNE 24, 2024

Have you ever wondered why some products become instant hits while others flop? Or why do certain marketing campaigns resonate with some people but not with others? The answer often lies in understanding the people you’re trying to reach. That’s where demographic surveys come in. This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions.

Insights 137

Insights Culture Multi-Channel Consumers 137

eglobalis

JUNE 4, 2024

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

Customer Experience 306

Customer Experience Customers Customer Relationships Customer Centricity 306

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

TechSee

JUNE 19, 2024

Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over time.

Banking 124

Banking Document Interaction Information 124

Experience Investigators by 360Connext

JUNE 11, 2024

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Document Connections Customer Experience 229

Bill Quiseng

JUNE 19, 2024

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

Customer Care 109

Customer Care Loyalty Interaction Engagement 109

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

2024 195

2024 Social Media Innovation Document 195

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

Daniel Group

JUNE 25, 2024

What’s Next In B2B CX? Video Transcript: Welcome. I wanted to try something different this month. So rather than writing a blog, I am recording a video of a blog. So I hope you like it. Let me know what you think. At the end of the video, there’s my contact information, so feel free to let me know. I wanna spend some time today just talking about where we see CX in the marketplace, how it’s standing with with the clients we’re working with, and some of the trends we see.

B2B 105

B2B Magazine 2023 Innovation 105

eglobalis

JUNE 12, 2024

Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.

Books 268

Books Loyalty Technology Management 268

TechSee

JUNE 13, 2024

Have you seen one of those viral videos where a toddler put on glasses for the first time? In one uplifting moment, their entire world is changed. The awe, the recognition, the connection — all captured in an instant. This is the power of visuals. A picture is worth a thousand words. In service, a single picture represents seven minutes of conversation.

Contact Center 124

Contact Center Demo Connections Culture 124

Experience Investigators by 360Connext

JUNE 4, 2024

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.

2023 143

2023 2022 Connections Consumers 143

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

Integrity Solutions

JUNE 10, 2024

We’re all familiar with the stereotype of the over-the-top, pushy, unscrupulous salesperson. They’re always in selling mode, always hustling, always doing whatever it takes to close the deal and win at all costs, regardless of whether they’re actually addressing (or even understanding) the customer’s needs. There’s no real sales conversation or dialogue.

Sales 108

Sales Customers Books Engagement 108

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. In this guide, we’ll cover everything you need to know about effectively surveying customers after a purchase with the right post-purchase survey questions.

Retail 96

Retail Feedback Customer Satisfaction Customers 96

Daniel Group

JUNE 6, 2024

The Power of Consistency and Communication Explore construction excellence in our latest episode of the Construction Champions Podcast featuring Lynn Daniel. Host Ron Nussbaum leads an enlightening discussion on the crucial factors currently shaping the construction industry. Discussion Points Customer Experience : Delve into the critical importance of customer experience within the construction sector and how it drives every aspect of business operations.

Communication 98

Communication Culture Customer Centricity Loyalty 98

ShepHyken

JUNE 4, 2024

This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.

Magazine 98

Magazine Workshop Customer Service Training Article 98

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.

Marketing