eglobalis

NOVEMBER 26, 2024

Are We Injecting Empathy into Organizational Culture ? Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. What good is being empathetic if customers still face recurring problems? Emotional design may help create empathetic, user-friendly solutions, but empathy without action falls flat.

B2B 383

B2B B2C Culture Workshop 383

Doing CX Right

NOVEMBER 25, 2024

Learn how to measure customer service ROI with real business data. Transform your contact center into a revenue driver with Stacy Sherman and Neal Topf. The post Customer Service ROI – The Numbers Behind Loyalty appeared first on Doing CX Right.

ROI 59

ROI Loyalty Customer Service Contact Center 59

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services.

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Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : Below are six key questions fro

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Multi-Channel Roadmap Touchpoint Metrics 52

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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

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?

Customer Engagement 90

Customer Engagement Engagement Contact Center Average Handle Time 90

InMoment XI

NOVEMBER 25, 2024

Google Posts are an invaluable tool for businesses to communicate updates, offers, and events directly to their audience. This guide will cover everything you need to know to make the most of them. What Are Google Posts? Google Posts are short updates published on Google My Business (GMB) profiles. These posts appear on your business listing, providing a direct channel to communicate updates, promotions, and events.

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Multi-Channel Events Management Engagement 195

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.

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2025 Customer Experience Customer Centricity Net Promoter Score 124

ShepHyken

NOVEMBER 26, 2024

I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme: “In Sight, It Must Be Right.” The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers.

Brands 85

Brands Loyalty Workshop Customer Service Training 85

Retently

NOVEMBER 29, 2024

First impressions in business? They’re exactly like a first date. Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Will it lead to something great, or will it fizzle out with a polite “thanks, but no thanks” ? Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business.

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Events Feedback Interaction E-support 78

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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

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.

Competitive Advantage 83

Competitive Advantage Consumers Banking Loyalty 83

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. By mapping out these journeys, businesses can identify pain points, opportunities for improvement, and moments of delight.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

ShepHyken

NOVEMBER 25, 2024

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. 10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.

Article 71

Article 2025 Customer Service 2024 71

IntouchInsight

NOVEMBER 26, 2024

In today’s digital age, a brand’s reputation often begins with what customers say online. With so many options at their fingertips, consumers rely heavily on reviews and social media feedback when making decisions. This makes managing your online presence essential, as it’s now a key factor in building trust and loyalty.

Social Media 62

Social Media Brands Loyalty Consumers 62

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

Optimove

NOVEMBER 25, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: As we approach 2025, the marketing landscape is rapidly evolving, requiring marketers to stay ahead of emerging trends and technologies to maintain a competitive edge. From AI-driven personalization to omnichannel integration to GenAI and ethical data practices, here’s what marketers need to know to thrive in 2025.

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2025 Technology Marketing Omnichannel 59

Win the Customer

NOVEMBER 25, 2024

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction. Understanding the Role of AI AI-powered chatbots and virtual assistants can handle a wide range of customer inquiries, from simple questions to complex troubleshooting.

Customer Satisfaction 59

Customer Satisfaction Interaction Customer Service Strategies Technology 59

Joe Rawlinson

NOVEMBER 26, 2024

Employee recognition is an essential component of fostering a productive and motivated workforce. As highlighted by Forbes , recognition is pivotal to employee engagement, with its significance expected to grow in 2025. By celebrating achievements, recognising efforts, and rewarding contributions, businesses can enhance employee morale, boost retention rates, and improve overall performance.

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2025 Culture Engagement User Experience 78

Zonka Feedback

NOVEMBER 25, 2024

Explore the Top 15 Best Black Friday SaaS Deals! Unbeatable discounts on software tools and solutions to power your business growth. Don't miss out!

Advertising 97

Advertising Marketing Customer Experience Customers 97

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

Optimove

NOVEMBER 28, 2024

See the difference control groups make in this guide Download Now Why it Matters: The convergence of Black Friday and the NFL creates a rare opportunity for marketers to capitalize on heightened consumer engagement across two major events. For retailers, it’s a chance to tie game-day excitement to exclusive deals, boosting sales and fostering customer loyalty.

Sports 59

Sports Retail Multi-Channel Download 59

CSM Magazine

NOVEMBER 28, 2024

Ozonetel has introduced CXi Switch, a novel internet communication product aimed at facilitating instant voice and digital interactions across various touchpoints, offering an alternative to traditional telecom channels. Despite the increasing digital adoption by customers, many enterprises still struggle to provide real-time engagement, with about 75% of interactions relying on telecom, leading to delayed and disconnected conversations that can result in missed business opportunities.

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Engagement Customer Engagement Touchpoint Customer Retention 52

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Hiring the right talent for your company’s customer success team determines its success. A clear, detailed, and well-written customer success job description is essential to attract the right candidate while providing important information about th

Customer Success 52

Customer Success Insurance Culture Workshop 52

SurveySensum

NOVEMBER 26, 2024

Confused between Qualtrics vs Medallia? Wondering which one would suit your needs better? This comparison will draw out each tool’s pros and cons, best features, etc to uncover which will suit your needs better and drive better CX improvements while not exceeding your budget. So, let’s dig further to help you choose between the best of the two options – Medallia vs Qualtrics.

2025 52

2025 NPS Multi-Channel Feedback 52

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

Gainsight

NOVEMBER 26, 2024

We can’t believe it’s been over a week since we gathered the Customer Success community at RAI Amsterdam for Pulse Europe 2024. Before the magic of the event gives way to the day-to-day grind, here’s a brain dump of what’s still echoing in my mind after two exhilarating days at Pulse. And yes, I will say “AI” in this article as is the law in 2024. 1.

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2024 2025 Events Consulting 52

CSM Magazine

NOVEMBER 26, 2024

Technology – if harnessed effectively – can help companies improve customer experience by providing proactive support during today’s tough economic climate. Richard Farrell, CIO at Netcall , explains. Amid the ongoing cost of living crisis, people are struggling to afford the essentials. And when they reach out for help, often utility providers – including water, electricity, and gas, are failing to respond in a way that is frictionless and satisfactory due to a lack of digital capability, along

Customer Centricity 52

Customer Centricity Technology 2024 2022 52

Inbenta

NOVEMBER 23, 2024

Large Language Models (LLMs) excel in general knowledge but struggle with company-specific needs. Fine-tuning bridges this gap through enhanced interaction and domain adaptation. Inbenta’s no-code platform makes these strategies accessible, allowing businesses to tailor AI solutions to their unique requirements. This customization isn’t just about improving AI; it’s about creating AI that truly serves your business goals.

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Demo Books Interaction Feedback 52

SurveySensum

NOVEMBER 25, 2024

Using Medallia for your CX goals? While Medallia is a powerful tool for customer experience management , it’s not always the perfect fit for every business. Why? Let’s find out and look for some top Medallia alternatives that will suit your needs and goals better. What is Medallia – The Introduction Medallia is one of the pioneers in customer and employee experience management.

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2025 2024 NPS 2023 52

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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.

2024