Helpware
JANUARY 25, 2024
Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.
SurveySparrow
JANUARY 29, 2024
Can you use AI for surveys, you ask? The answer is a resounding yes! In fact, asking the right survey questions can streamline data analysis. Guess how much time it can save! Well, you needn’t imagine much because AI surveys are the new big thing in the market! This blog will focus on four types of AI survey questions that will help you get precise customer data.
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Alida
JANUARY 25, 2024
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.
Lumoa
JANUARY 24, 2024
Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!
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.
SAP Customer Experience
JANUARY 3, 2024
Consumer businesses strive to manage and leverage customer data effectively for a competitive edge. These organizations often have vast quantities of customer data. Their databases can grow to tens or hundreds of millions of customer records. This is not only in number but also in the depth of information per.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 9, 2024
Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.
BlueOcean
JANUARY 30, 2024
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !
Experience Investigators by 360Connext
JANUARY 23, 2024
It feels like the world is changing at lightning speed. Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Let’s discuss common missteps, mistakes, and general mayhem to avoid! Former CX “Trends” to Leave Behind 1.
ShepHyken
JANUARY 16, 2024
This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.
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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.
CX Accelerator
JANUARY 14, 2024
We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.
TechSee
JANUARY 29, 2024
Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. This new class of technology brings incredible opportunity, as well as a new set of challenges. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology.
InMoment XI
JANUARY 30, 2024
Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.
BlueOcean
JANUARY 23, 2024
It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.
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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.
Experience Investigators by 360Connext
JANUARY 16, 2024
Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.
CSM Magazine
JANUARY 30, 2024
Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.
Blueshift
JANUARY 18, 2024
Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. Customer Data Platforms (CDPs) are designed to tackle this challenge head-on by seamlessly unifying and making customer data accessible for marketers.
BirdEye
JANUARY 12, 2024
While casting a wide marketing net might be tempting, often, the magic happens when targeting is razor-sharp. Knowing your customers on a personal level isn’t just a perk of running a local business; it’s your superpower. Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement.
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!
InMoment XI
JANUARY 22, 2024
The financial sector is at the forefront of a significant transformation, driven largely by the buzzword of the decade: artificial intelligence. This somewhat novel tech isn’t just a tool, but a revolution of sorts. CX will be forever changed in the world of retail banking in the coming years by the unstoppable wake of AI. Our take: most industries are already there in large part.
BlueOcean
JANUARY 30, 2024
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !
Lumoa
JANUARY 8, 2024
So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).
Experience Investigators by 360Connext
JANUARY 23, 2024
Unlock the secrets to a customer experience that’s both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes.
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.
Totango
JANUARY 2, 2024
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.
BirdEye
JANUARY 15, 2024
Did you know that unintentionally, you might be hindering your business’s productivity with ineffective meetings? Studies show that 30% of professionals agree that they can’t recall things discussed in the meeting, while 95% mention that they lose focus in long meetings. This can severely hamper productivity. This is where the speech-to-text software comes into play, offering a life-changing solution.
InMoment XI
JANUARY 17, 2024
In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With today’s travelers raising their expectations while being exposed to a seemingly unlimited number of hospitality solutions, it is critical that operators deliver experiences that reflect the lives of their customers.
ShepHyken
JANUARY 10, 2024
I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter.
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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