Forrester's Customer Insights
SEPTEMBER 10, 2024
Data and AI leaders today must create business value from trusted data, build the foundation to scale AI, and cultivate a data-driven culture. To help them meet these challenges, Forrester is launching Forrester Decisions for Data, AI & Analytics. Learn more about this new service and how it can benefit your organization.
SurveySensum
SEPTEMBER 11, 2024
The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience. This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes.
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Help Scout
SEPTEMBER 9, 2024
Maximize ROI and boost support efficiency with our guide to AI support metrics.
InteractionMetrics
SEPTEMBER 9, 2024
If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities worth pondering: Every company communicates something about itself through customer service.
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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.
BlueOcean
SEPTEMBER 10, 2024
Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 10, 2024
In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.
BirdEye
SEPTEMBER 13, 2024
Have you ever thought about how people might be searching for your products or services? Chances are, they’re not just typing keywords into a Google Maps search bar anymore. They’re talking to their phones, their smart speakers, and even their laptops. That’s right, voice search is on the rise, and it’s changing the way we interact with businesses.
BlueOcean
SEPTEMBER 10, 2024
Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.
InMoment XI
SEPTEMBER 9, 2024
What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. But what does that really mean for your business? Essentially, a customer experience consultant dives deep into your customer interactions, analyzes data, and helps you craft strategies that not only meet but exceed customer expectations.
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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.
ShepHyken
SEPTEMBER 9, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? What are the potential long-term effects of prioritizing cost reduction in customer service? Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?
BirdEye
SEPTEMBER 9, 2024
Despite the rise of new social media platforms, Google and YouTube continue to reign supreme, especially when it comes to video marketing. A well-crafted YouTube channel can help your business improve brand awareness, reach a larger audience, and generate higher traffic to your website. However, it is not just about creating and uploading videos. Your team must know how to promote your YouTube channel to truly harness the power of the platform.
Beyond Philosophy
SEPTEMBER 13, 2024
Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.
Interactions
SEPTEMBER 13, 2024
In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. 1.
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!
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ShepHyken
SEPTEMBER 8, 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. Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success.
BirdEye
SEPTEMBER 11, 2024
In light of the Federal Trade Commission’s (FTC) recent ruling against fake reviews and deceptive testimonials, it’s essential for businesses to understand the implications and how they can ensure compliance. At Birdeye, we are fully committed to supporting our clients in navigating these new regulations while continuing to enhance their online reputations with integrity.
Beyond Philosophy
SEPTEMBER 12, 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: Have you ever had a moment where you wonder if you should be doing what you are doing? Recently, I did. One of our podcast listeners questioned the ethics of leveraging a sense of urgency as a marketing tactic, which had me pondering the meaning of life, the universe, and everything.
Interactions
SEPTEMBER 13, 2024
In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. 1.
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.
CSM Magazine
SEPTEMBER 13, 2024
Casinos are increasingly harnessing technology to elevate customer service, revolutionizing their interactions and support for patrons. By adopting advanced technologies, casinos strive to deliver a more personalized, efficient, and engaging experience. These innovations streamline operations and greatly enhance the overall guest experience, ensuring that every interaction is smooth and tailored to individual preferences.
BirdEye
SEPTEMBER 10, 2024
According to Birdeye’s The One report , 38% of consumers say leaving a favored service provider is emotionally difficult. At least as or more so than ending a relationship with a significant other. But they need to become your customers before such a deep relationship is built. Businesses must first capture the attention of potential clients. Then they must nurture them through the marketing funnel, gradually transforming them from prospects to loyal customers.
Gainsight
SEPTEMBER 12, 2024
Pulse Europe is only two months away and we are getting fired up! It’s an event unlike any other. Not only does it bring the brightest minds and best community in all of customer success (CS), Pulse is also the best place to get a look at Nick Mehta’s impressive shoe collection. With so much information and inspiration packed into two days, it’s important to plan ahead.
Feedbackly
SEPTEMBER 9, 2024
Aligning CX with business objectives can have a profound impact on your organization’s performance and overall growth. In fact, a report by Forrester shows that a strong customer experience (CX) can lead to a 1.6x increase in customer lifetime value and a 1.9x increase in retention. Therefore, it’s essential that your CX initiatives align closely with your core business objectives for optimum impact.
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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.
CSM Magazine
SEPTEMBER 12, 2024
Implementing a workforce management (WFM) solution can transform your organisation’s efficiency, productivity, and cost management. Jim Fleming, WFM Solutions Consultant at Sabio Group, looks at the benefits. To truly benefit from a WFM system, it’s essential to assess whether the solution is delivering on its promises. Here are some key indicators to determine if you’re driving the benefits of your workforce management solution.
ChurnZero
SEPTEMBER 13, 2024
In just a few short weeks, I’ll be taking the stage alongside Chief Listening Officer Bob London at ChurnZero’s ZERO-IN 2024 conference to talk about how to automate customer success without sacrificing customer intimacy. Bob is an expert in customer discovery and listening skills. My expertise, as you know from my articles here , lies in all things automation and digital customer experience.
Gainsight
SEPTEMBER 12, 2024
Pulse Europe is only two months away and we are getting fired up! It’s an event unlike any other. Not only does it bring the brightest minds and best community in all of customer success (CS), Pulse is also the best place to get a look at Nick Mehta’s impressive shoe collection. With so much information and inspiration packed into two days, it’s important to plan ahead.
SurveySensum
SEPTEMBER 13, 2024
You’re about to launch a new product and need quick, actionable insights from your customers. But how can you gather this information in a way that’s EASY and QUICK for them to answer and STRAIGHTFORWARD for you to analyze? The answer lies in Multiple Choice Questions (MCQs) — a simple and efficient way to collect clear, actionable data. These surveys are the best for mobile users, which helps boost survey completion rates and ensures your data remains well-organized and ready for analysi
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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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