InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize bus

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

Metrics 161

Metrics Customer Service Workshop Measurement 161

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

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Virtual Agent Interaction Document ROI 124

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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

InMoment XI

FEBRUARY 21, 2024

When you think of probability sampling, you may think about statistical analysis and research studies. However, probability sampling can be a great tool for CX practitioners because it allows them to systematically collect feedback from representative samples of customers, which enables them to gain deeper insights into customer needs, preferences, and satisfaction levels.

Measurement 195

Measurement Demo Customer Experience Customer Satisfaction 195

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.

B2C 88

B2C B2B Hospitality Social Media 88

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

Virtual Agent 109

Virtual Agent Interaction Document ROI 109

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well.

Management 88

Management Contact Center Communication Feedback 88

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 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

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? Why is paying attention to market and competition crucial for businesses? How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition?

Magazine 88

Magazine Employee Experience Exceptional Customer Service Customer Retention 88

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value. Assurance, according to the Merriam-Webster dictionary , can be described as “ a being certain in the mind ” or “ confidence of mind or manner ”.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

Retently

FEBRUARY 21, 2024

Are you wondering which channels are effectively leading customers to your business? “How did you hear about us?” surveys are critical tools for uncovering this information, directly influencing your marketing strategy and budget allocation. By pinpointing where your customers come from, you can streamline your efforts, enhance engagement, and grow your business.

Social Media 78

Social Media Advertising Events Insights 78

Braze

FEBRUARY 20, 2024

Relationships have always been central to marketing. But in today’s fast-moving, highly competitive customer engagement landscape, finding ways to build strong, enduring connections with your customers is an essential part of meeting your business goals for most brands.

Customer Engagement 101

Customer Engagement Connections Engagement Brands 101

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

ShepHyken

FEBRUARY 18, 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. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

2024 70

2024 Article Customer Service Net Promoter Score 70

Cyara

FEBRUARY 20, 2024

Every organization understands the vital importance of enabling their customers to connect seamlessly. This communication must also be at their convenience, and through their preferred means. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. As David Conway, Lead Systems Engineer at Salesforce , emphasized, “In the sales world, if a caller can’t get through they’ll move on to the next plac

ROI 76

ROI Return on Investment Communication 2023 76

Optimove

FEBRUARY 22, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: Learn how Terminal X improved overall average order value and increased profitability based on strategic initiatives that included increased pricing and minimum shipping requirements. The Big Picture: Terminal X improved its overall business results with Optimove.

Sales 69

Sales E Commerce Multi-Channel Fashion 69

BirdEye

FEBRUARY 19, 2024

Fake online reviews are like uninvited guests at a party – unwelcome, disruptive, and ruining the fun for everyone. Thankfully, Google, the overseer of the vast online review gathering, is stepping up with some smart AI technology to keep these intruders at bay. The days of skewing a business’s online image with unwarranted accolades or harsh critiques have come to an end.

2023 69

2023 Demo Financial Presentation 69

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

Beyond Philosophy

FEBRUARY 23, 2024

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.

Technology 88

Technology Insights Management Engagement 88

Thematic

FEBRUARY 19, 2024

Imagine you’ve launched a new online delivery service. Initial orders are high. Yet, repeat use is low. Then, feedback from a user sheds light on the issue: setting up an order is too complicated for quick, everyday use. Businesses lose approximately $1.6 trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Optimove

FEBRUARY 20, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Customers expect personalized experiences now more than ever. Today, marketers can know their customers by leveraging aggregated and unified data with a single customer view , or 360-degree view, enabled by a CDP. Marketers can segment customers with pinpoint precision to maximize Customer Lifetime Value (CLTV) and much more.

Return on Investment 59

Return on Investment ROI Loyalty Download 59

BirdEye

FEBRUARY 23, 2024

Each department is vital to any successful organization: the marketing department fuels the hype, finance manages the cash flow, and operations keep the engine running smoothly. While operating independently, they’re united by a common goal: the organization’s success. This unified vision, made possible through clear business communication, is not just about exchanging information; it’s about creating a dialogue where strategies align, objectives are understood, and every team member

Communication 64

Communication Multi-Channel Culture Social Media 64

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Beyond Philosophy

FEBRUARY 22, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse

Culture 78

Culture Fashion Workshop Sales 78

Thematic

FEBRUARY 19, 2024

Imagine you’ve launched a new online delivery service. Initial orders are high. Yet, repeat use is low. Then, feedback from a user sheds light on the issue: setting up an order is too complicated for quick, everyday use. Businesses lose approximately $1.6 trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Michel Falcon Experience

FEBRUARY 21, 2024

Play Video

Customer Experience 78

Customer Experience Customers 78

BirdEye

FEBRUARY 21, 2024

Artificial Intelligence (AI) is constantly evolving, pushing the boundaries of what’s possible. With each new advancement, businesses and agencies scramble to understand its potential impact and how to leverage it for success. Google’s new Gemini AI model has notably stirred the tech community, heralding substantial advancements in AI capabilities and generating excitement and caution.

Document 59

Document Innovation 2024 Information 59

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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