eglobalis
OCTOBER 9, 2024
When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.
Feedbackly
OCTOBER 10, 2024
When we launched our biggest product update in years this spring, we made a promise: it was just the beginning. Today, we’re excited to introduce Feedbackly IQ – a next-generation AI analysis and insights tool designed to help you get the most out of your CX data. At Feedbackly, our mission is to empower you to create the happiest customers in the world.
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Thematic
OCTOBER 8, 2024
According to a recent study just 23% of consumers were “very satisfied” with the customer experience. Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.
Blueshift
OCTOBER 10, 2024
Financial institutions face increasing pressure to create personalized experiences and engage customers meaningfully. Data is key to creating tailored marketing campaigns, but many financial institutions struggle with fragmented and siloed data. This data disconnection makes obtaining actionable insights and delivering personalized campaigns difficult.
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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.
TechSee
OCTOBER 7, 2024
In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BlueOcean
OCTOBER 7, 2024
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
Experience Investigators by 360Connext
OCTOBER 11, 2024
When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio
Bill Quiseng
OCTOBER 9, 2024
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.
InMoment XI
OCTOBER 10, 2024
Did you know that 63.7% of the global population uses social media? And over one in four users are using social media to either find things to purchase or find inspiration for things to do and buy. Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. To make sure your brand can benefit from the use of social media, you need to implement social media management.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Northridge Group
OCTOBER 8, 2024
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect AI agents to be an extension of their brand’s identity, reflecting its values and voice (Zendesk). In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.
Experience Investigators by 360Connext
OCTOBER 8, 2024
This is your October CX Pulse Check. Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year.
Beyond Philosophy
OCTOBER 10, 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: In my line of work, I run a lot of workshops. Today, I wanted to share some things I learned about running a successful workshop. Before we get into the rest of the tips, it is important to remember that if you are running a workshop, you need to break the ice.
InMoment XI
OCTOBER 9, 2024
From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Are they satisfied with your overall product? Is there anything about your service they wish they could change? How likely are they to recommend your brand to their friends? Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.
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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Integrity Solutions
OCTOBER 8, 2024
Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. While technology has made it easier than ever for buyers to access information, B2B buyers in particular are looking for insights and advice from a salesperson they can trust and who they believe has their best interests in mind to help them make good decisions.
ShepHyken
OCTOBER 7, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is true personalization? How can AI enhance personalization? How does personalization contribute to customer loyalty and satisfaction? How can businesses balance personalization with customer data privacy concerns? What are some common misconceptions about personalization in customer service?
Beyond Philosophy
OCTOBER 11, 2024
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.
InMoment XI
OCTOBER 8, 2024
Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.
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.
Joe Rawlinson
OCTOBER 8, 2024
In today’s competitive market, having great products isn’t enough. Your packaging needs to stand out and leave a lasting impression on your customers. But memorable packaging isn’t just about looking good – it’s about functionality, sustainability, and branding consistency. Let’s break down five key elements that can make your business packaging truly unforgettable.
ShepHyken
OCTOBER 6, 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. 7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. What’s emotion got to do with it?
Optimove
OCTOBER 7, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: Marketers are battling for loyalty in a world overflowing with promotions, where customers face constant irrelevant offers. The challenge isn’t just simplifying bonus calculations but unlocking new promotional capabilities. This post discusses how OptiPromo enhances promotional systems by automating personalized, behavior-driven rewards powered by data – and how it empowers marketers to deliver promotions that boost engage
Thematic
OCTOBER 8, 2024
AI has many benefits for market researchers and insights analysts. It reduces time-consuming tasks, delivers deeper insights faster, and unlocks time for strategic work. However, AI also comes with risks that can be challenging to assess and mitigate, especially in the crowded AI marketplace. Knowing what's AI and what's AI washing is difficult and there are limited guidelines for evaluating AI solutions.
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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.
Joe Rawlinson
OCTOBER 9, 2024
Establishing a professional ambience is essential for any business property. The environment of a workspace influences not only how clients perceive the business but also the productivity and morale of the employees. A well-designed space can instill confidence in visitors and create a positive atmosphere that sets your business apart. Whether you own a corporate office, a retail store, or a hospitality venue, creating a cohesive and polished look is key to leaving a lasting impression.
SurveySensum
OCTOBER 11, 2024
Imagine this: You want to evaluate your delivery experience and that requires sending out customer surveys after every delivery. However, managing this process manually feels overwhelming. So, what’s the solution here to ensure that the process goes on smoothly, every time, without any extra effort? The answer is survey automation. Survey automation has transformed the way businesses launch surveys and collect feedback by streamlining the entire process and eliminating the manual effort and hum
Optimove
OCTOBER 8, 2024
See the difference control groups make in this guide Download Now Why it matters: Optimove’s Predictive Models enable marketers to develop proactive strategies by forecasting customer actions at every step of their lifecycle. Whether it’s predicting conversion rates, identifying top spenders, gauging churn risk, or estimating future value, Predictive Models offer deep insights that help marketers create personalized, targeted campaigns that drive growth.
CSM Magazine
OCTOBER 10, 2024
Walmart is revolutionizing the shopping experience through cutting-edge technologies. The retail giant is leveraging artificial intelligence (AI), generative AI (genAI), augmented reality (AR), and immersive commerce to create personalized interactions across its physical and digital platforms. At the forefront of this innovation is Wallaby, Walmart’s proprietary genAI platform.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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