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

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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.

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SurveySensum

JUNE 26, 2024

Did you know that Amazon has over 310 million active users globally? I am sure you have shopped from Amazon at least once in the past month. But have you ever stopped to wonder why Amazon has such a huge loyal customer base? So much so that 56% of consumers start their online search with Amazon. Well, it’s because of a customer satisfaction metric called Net Promoter Score.

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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.

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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.

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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.

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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.

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TechSee

JUNE 27, 2024

In the rapidly evolving world of artificial intelligence, safety is paramount. Businesses increasingly turn to AI to streamline operations, enhance customer experience, and drive efficiency. However, as AI systems become more sophisticated, ensuring their safety becomes more complex. Sophie AI stands at the forefront of this technological revolution, offering robust solutions to ensure safety through its cutting-edge multimodal AI capabilities.

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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.

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E Commerce Customer Experience Net Promoter Score 2024 79

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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

JUNE 23, 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 Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

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Article Customer Service 2024 Loyalty Programs 71

Beyond Philosophy

JUNE 28, 2024

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.

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Sports Customer Experience Customer Experience Design Events 88

TechSee

JUNE 25, 2024

AI automation for customer experience and service is more than just an industry talking point. AI augmentation and automation are rapidly becoming operational realities for hundreds of enterprise service and CX leaders worldwide. Below are select highlights from our product team, showcasing our latest innovations and advancements in this exciting and emerging space.

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2024 Insurance Document Download 124

Optimove

JUNE 24, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Keeping sports bettors engaged after their favorite team is eliminated helps maintain player loyalty and drive continuous interaction. By leveraging bettors’ emotional connections to teams and players, marketers can create targeted strategies to keep engagement high, ensuring bettors remain active and interested.

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Sports Engagement 2024 Events 69

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

SaleMove

JUNE 28, 2024

As we at Glia continue to explore the emerging strategy of Unified Interaction Management with our clients, we’ve been noticing that leaders at many organizations are still using the terms “interactions” and “customer experience” seemingly interchangeably. Yes, they are related, but what we’ve been learning is that as you start to pay more attention to […] The post Which is More Important: Customer Experience or Interactions?

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Interaction Customer Experience Blog Customers 61

Beyond Philosophy

JUNE 27, 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: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. There are typically several things happening. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience.

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Customer Experience Reference 2017 Document 78

Think Customers

JUNE 24, 2024

During the dot com boom, I got my first real job at internetnews.com, reporting on new internet startups and how legacy brands tried to keep up with the new online world. There, I was introduced to trade shows by attending Internet World, a sprawling event where the enthusiasm and excitement was palpable for how the internet was changing the world in real time.

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Technology Contact Center 2024 Leadership 59

CSM Magazine

JUNE 27, 2024

Creating a connected customer experience (CX) at every stage of the customer journey is essential for long-term success. No longer is it sufficient for businesses to simply offer a good product or service; customers now expect seamless, personalized interactions across all touchpoints with your brand. This article will explore how to build a connected customer experience by leveraging customer engagement tools, understanding the stages of the customer journey, and effectively using customer data

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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

SurveySparrow

JUNE 27, 2024

The success of any business is based on how well they understand their customers. The more you learn the more tailored your business offerings can be. So, what’s the best way to understand your customers? Yes, you got it right. Customer surveys! In this blog, we will discuss how easy it is to create and share a customer survey using one of the best customer survey software.

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NPS Demo Customer Satisfaction Effort Score 52

Brandwatch CX

JUNE 24, 2024

Explore the game-changing potential of AI social media tools. Discover how to revolutionize content creation, curation, and engagement.

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Social Media Engagement 96

Helpware

JUNE 26, 2024

The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This year's conference, which took place on June 05-06, 2024, was the second one I attended, and I was eager to witness the evolution and progress that had occurred since the 2023 edition.

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CSM Magazine

JUNE 27, 2024

A happy customer is not just a loyal patron but also an invaluable ambassador for your brand. The competition to captivate and retain customers is fierce, and businesses must continually innovate and empathize to stay ahead. Here, we discuss six effective strategies to ensure your customers not only stay content but become enthusiastic advocates for your business.

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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

SurveySparrow

JUNE 25, 2024

Can’t decide which Conversation Intelligence Software to choose? Conversations are a big part of a successful business. Wouldn’t you love it if the brand you look up to initiate a friendly chat? But what makes this a booming transaction is the way a business taps into these dialogues! “But which tool should I choose? What are the features I should focus on?

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Contact Center Demo Sales Call Recording 52

Brandwatch CX

JUNE 24, 2024

Explore the game-changing potential of AI social media tools. Discover how to revolutionize content creation, curation, and engagement.

Social Media 90

Social Media Engagement 90

Helpware

JUNE 25, 2024

An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.

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Customer Service 2024 Financial Customer Base 80

CSM Magazine

JUNE 27, 2024

Customer service is the backbone of any successful business. Crafting memorable experiences that hook customers from the start is what sets exceptional businesses apart from the rest. Five essential building blocks can make all the difference for businesses: provide convenience, get personal, give choices, ask for feedback, and show customers respect.

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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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