InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Discover the power of conversational analytics, its benefits, and the key features to look for in a conversational analytics solution.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Second to None

SEPTEMBER 3, 2024

In today’s highly competitive business landscape, great customer experiences have become a crucial differentiator for companies looking to build a loyal customer base and sustain long-term success. According to a study by PwC, 73% of people point to customer experience as an important factor in their purchasing decisions. It also pays off to have customers feel appreciated and valued as customers were willing to pay up to 16% price premium on products and services depending on the business categ

Customer Experience 62

Customer Experience Customer Journey Mapping Loyalty Customer Journey 62

Second to None

SEPTEMBER 3, 2024

In today’s digital age, the retail landscape is evolving at a rapid pace. With the rise of e-commerce and the increasing preference for online shopping, traditional brick-and-mortar stores are facing a new set of challenges. But rather than succumbing to the pressure, retailers are embracing these changes as opportunities to reinvent and reimagine the physical storefront.

Retail 62

Retail Feedback E Commerce Touchpoint 62

BirdEye

SEPTEMBER 2, 2024

Have you ever searched for a local restaurant or service on Google and noticed a bite-sized text that exactly matched what you were looking for? Maybe it was a rave review saying, “Best tacos in town,” or a note from the business itself saying, “Open late and perfect for a quick bite.” Those small details are called Google justifications or Google local justifications and are designed to help customers find businesses that tick all their boxes.

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Demo Customers Information Engagement 111

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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

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.

Customer Centricity 62

Customer Centricity 2024 2021 Loyalty 62

InMoment XI

SEPTEMBER 5, 2024

Did you know that over 70% of consumers expect personalized communications and tailored products/services from companies they buy from? Of those customers, 76% get frustrated when they do not receive any level of personalization. When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Retently

SEPTEMBER 3, 2024

Table of Contents Key Takeaways Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Crafting the Perfect Survey: Retently’s Approach and Tips for Success Integrations: Streamlining Processes and Data Flows Tracking CX Trends: Unlocking Insights Across Customer Segments Turning Feedback into Success With Retently At Retently, we don’t just talk about the power of customer feedback—we live it.

B2B 158

B2B NPS Demo Feedback 158

BirdEye

SEPTEMBER 4, 2024

The travel bug is back in a big way! Though travelers are increasingly turning to online reviews for guidance, this trend presents a double-edged sword for travel and hospitality businesses. This is because positive reviews put the business’s reputation on a pedestal, and negative ones can leave a lasting dent. This comprehensive guide examines the 13 most influential travel review sites.

Travel 105

Travel Books Hotels Social Media 105

delighted

SEPTEMBER 6, 2024

What do customers really think about your brand? Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. Brand perception surveys are instrumental tools for uncovering not only how customers feel about your brand but also how they communicate that to new, potential customers and beyond.

Brands 98

Brands Net Promoter Score Measurement Insights 98

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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

The DiJulius Group

SEPTEMBER 3, 2024

Today’s illiterate are those who are unable to make connections with others This blog will answer the following four questions: What are soft skills, and should we call them? Which service aptitude skills are most important for customer-facing employees to deliver an expectational customer experience? Which of the nine service aptitude skills can improve.

Customer Service 94

Customer Service Blog Article Connections 94

ShepHyken

SEPTEMBER 1, 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. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article.

Article 77

Article Magazine Customer Service 2024 77

Beyond Philosophy

SEPTEMBER 5, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us?

Call Center 78

Call Center Definition Workshop Management 78

Clarivate

SEPTEMBER 4, 2024

The Web of Science Research Assistant, a generative AI-powered tool built with and for researchers, is now available to the global research community. After extensive collaboration and testing with the research community that began in December 2023, we are pleased to announce the global launch of the Web of Science Research Assistant. The research assistant combines the power of generative artificial intelligence (AI), the Web of Science knowledge graph and an all-new chat interface to provide r

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Document Government 2023 Innovation 98

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

Interactions

SEPTEMBER 4, 2024

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

Retail 62

Retail Customer Care Consumers Interaction 62

BirdEye

SEPTEMBER 4, 2024

Analytics can be a valuable beacon for your business growth if you know how to use it right. Instagram analytics is no different. One of the most popular social media platforms for businesses, the platform serves a ton of information at every marketer’s disposal. However, not everyone uses it to its maximum potential. This blog post uncovers everything you need about Instagram analytics—its benefits, tools to measure, and ways to tweak your social media strategy based on the insights.

Social Media 59

Social Media Multi-Channel Metrics Measurement 59

Blueshift

SEPTEMBER 6, 2024

For e-commerce and retail brands, maximizing Customer Lifetime Value (CLV) is key to driving profit and maintaining a competitive edge. Companies like Nike and Apple have mastered the art of personalized shopping experiences through tailored experiences such as customized workout plans and personalized product setups. These strategies not only foster loyalty and engagement but also encourage repeat purchases, driving profit without new acquisition costs.

E Commerce 52

E Commerce Retail Loyalty Customers 52

CSM Magazine

SEPTEMBER 4, 2024

Carter Busse, CIO, Workato Dialling the number for a company call centre is unlikely to be your first choice of outreach nowadays, especially for younger generations, but many of us will remember when that was the only option. If you experienced an issue, you needed to ring the company’s helpline first. This often resulted in listening to hours, and I mean hours, of terrible hold music before finally being put through to a person to discuss the query.

Customer Retention 52

Customer Retention 2024 Social Media Customers 52

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

ChurnZero

SEPTEMBER 6, 2024

Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product. It sounds straightforward but it’s easier said than done. It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach to engagement.

Customer Success 52

Customer Success Workshop Webinar 2024 52

SurveySensum

SEPTEMBER 5, 2024

Did you know that banks that practice customer experience optimization grow 3.2 times faster than their competitors? This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. Customers are no longer just expecting a good enough experience, they want their banks to exceed their expectations.

Banking 52

Banking Customer Experience Omnichannel 2028 52

Optimove

SEPTEMBER 4, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Opti-X helps brands deliver tailored messaging and experiences to meet the unique preferences, behaviors, and needs of each customer. Opti-X empowers brands to meet this demand by leveraging AI to analyze customer data and deliver real-time, personalized content. In this sense, the brand will know each customer’s “lane”—or the unique characteristics of their shopping journey, including their pr

Marketing 52

Marketing Download Sports Loyalty 52

CSM Magazine

SEPTEMBER 3, 2024

Switching to digital invoices isn’t just about ditching paper. It’s transforming how you connect with customers, bringing convenience and clarity to their experience. You’ll see benefits like real-time tracking and instant delivery at your fingertips. Imagine the time saved when billing becomes as simple as sending a text! This change reduces costs and improves relationships by showing transparency.

Interaction 52

Interaction Customers Financial Customer Satisfaction 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

Forrester's Customer Insights

SEPTEMBER 2, 2024

The futures of AI and the green market revolution are intimately linked; whether we want it or not, both will inevitably and radically transform societies and economies and become invisibly embedded into our daily lives.

Marketing 63

Marketing B2C Insights Customer Experience 63

SurveySensum

SEPTEMBER 2, 2024

Did you know that in Q2 2023, there were 912 million adblock users worldwide? This number includes users of desktop adblock plugins, desktop adblock browsers, and mobile ad block browsers. This negatively influences business revenue from traditional digital ads. So, how to fix this? With the help of AdTech tools and implementing the current AdTech trends.

2024 52

2024 Advertising Retail 2004 52

Interactions

SEPTEMBER 4, 2024

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

Retail 62

Retail Customer Care Consumers Interaction 62

Kapta Customer Success

SEPTEMBER 6, 2024

Discover how Kapta's Key Account Management Software can elevate your relationship with key customers. Dive into our blog to explore features that streamline account management and enhance strategic customer engagements. Experience a smarter way to maintain and grow your most valuable business relationships.

Management 59

Management Blog Customer Engagement Engagement 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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