This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.
Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software.
What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.
Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Whether its sharing your signature dishes, showcasing a buzzing weekend vibe, or answering real-time questions, social media has become the go-to way diners engage with restaurants.
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.
See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.
See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.
From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading.
When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers? How can businesses use unique customer experiences to stand out in a competitive market?
Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance tha
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.
A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is intentional and focused on improving the customer experience.Whether you’re scaling your team or improving existing operations, developing a roadmap guarantees better alignment across teams, more satisfied customers, and sustainable business growth.
If you want leadership to invest in VoC, theres only one surefire way to get their attention: show them the money. When I wrote Listen or Die in 2017, I made it clear that proving ROI is the fastest way to gain executive buy-in for VoC. The best way to do this? Demonstrate how improving customer experience impacts business outcomes like reducing churn, increasing revenue, and strengthening brand loyalty.
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to er
Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Let me help you picture this: one zettabyte is enough to store all the movies ever made—not once, but about 250 million times over ! By 2028, that number is projected to soar to over 394 zettabytes. Why does this matter? Hidden in this massive mountain of information are valuable insights that can alter how businesses, healthcare, and countless other industries operate.
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.
Quiet quitting has become a hot topic in the workplace over the last few years. And for good reason. According to a survey by Gallup : At least 50% of the U.S. workforce are considered quiet quitters, with some estimates suggesting the number could be higher. Only 32% of U.S. workers are actively engaged in their jobs, while 18% are actively disengaged.
If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.
Every interaction your customers have with your business leaves an impressionsome positive, some negative. While great customer experiences build loyalty and trust, inevitable missteps can quickly turn customers away. Understanding what frustrates your customers and addressing those pain points is key to improving your customer experience (CX). Based on over 20 years of analyzing customer feedback, we’ve identified five specific CX performance elements that consistently drive dissatisfacti
In 2023, the global text analytics market was valued at $15.54 billion, with projections to grow to $52.21 billion by 2030. Why? Because businesses are producing massive volumes of text data—from customer reviews and social media to emails and surveys. So, how can you make sense of all this data? Text analytics is the key. You’re probably here because you already know your business can benefit from text analytics but are overwhelmed about how to choose text analytics tools t
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!
An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Heres how small businesses can leverage personalized merchandise to boost loyaltyand why it works.
Qualtrics and QuestionPro are both popular CX tools in the current market. But are they living up to your expectations? Are they helping you meet your CX goals? Lets compare these two CX tools, and break down their pros, cons, key features, and pricing to help you determine which platform is the right fit for your feedback management strategy – without exceeding your budget.
A well-managed online reputation influences how the world sees your business. According to Birdeye’s Online Reviews Report , 68% of consumers check online reviews before choosing a local businessmaking a strong online presence essential. While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue.
Shocking CX Statistics / Fast is No Longer a Luxury in Customer Experience / How to eliminate potential employees who dont align with your values / Do the top CX Brands Outperform their competition? /Our New CXO Academy Graduates Do Top CX Brands Outperform Competitors and the Stock Market? Over the past two decades, my. Read Full Article The post CX Stats / Employees Who Don’t Align / Brands Outperform Competition appeared first on The DiJulius Group.
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. But how do you set up call tracking effectively? This guide will walk you through the process step-by-step, so you can start making data-driven decisions for your business. Why Call Tracking Matters Before jumping into the setup, let’s briefly highlight why call tracking is essential for many businesses: Measuring Marketing ROI: Ca
Do you know that 87% of folks support banning the sale of their personal information to third parties without their consent? In fact, 86% support requiring companies to minimize the types of user data they collect. With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have.
Potential customers rely heavily on reviews when making purchasing decisionsalmost 90% of respondents in Birdeye’s report on online reviews said they read more than two reviews before buying. For businesses, especially those with multiple locations, AI customer review software tools offer a powerful way to not only manage reviews but also unlock growth opportunities through actionable insights.
Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: In this post, sportsbooks get insights on how to capitalize on live betting in real-time. Optimove Insights analyzed data from over 4.1 million NFL bettors and 135 million wagers from September 2023 to the Super Bowl in February 2024. In addition, 356 U.S. NFL bettors ( see report ) were surveyed before the 2024 season.
The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
We organize all of the trending information in your field so you don't have to. Join 5,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
337 
Let's personalize your content