InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. To meet these demands, companies are turning to customer experience experts who possess the knowledge and skills to enhance CX platforms and drive customer-centric strategies.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity. If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point!

Customer Experience 78

Customer Experience Omnichannel Multi-Channel Competitive Advantage 78

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. However, the implementation of LLMs also presents its fair share of challenges.

Document 109

Document Interaction Presentation Customer Centricity 109

Feedbackly

JULY 18, 2023

Is there a greater joy than hearing your customers rave about your products and service? After all, there’s no better endorsement than positive client feedback to highlight the value of your business. Positive feedback primarily stems from positive emotions. Therefore, for businesses, understanding and influencing customer emotions is important, if not critical.

Customer Journey 98

Customer Journey Feedback Customers Brands 98

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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.

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Helpware

JULY 18, 2023

Call centers have played a crucial role in the business world for decades, especially as technology has evolved. Today, they aim to educate and foster smooth communication between companies and consumers. Call centers are the frontline of a business’s customer experience. You must stay on top of the latest call center technology advancements to stay ahead of the customer service curve.

Call Center 72

Call Center Technology 2023 Consumers 72

eglobalis

JULY 19, 2023

From here to affinity – how to build customer centricity in professional services The post From here to affinity – how to build client centricity in professional services appeared first on Eglobalis.

Customer Centricity 208

Customer Centricity Customer Relationships Customers Brands 208

InMoment XI

JULY 20, 2023

It seems like the internet is full of ChatGPT “hacks” these days. We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. And I wouldn’t be the true customer experience nerd that I am if I didn’t ask: “Could we customer experience (CX) professionals leverage ChatGPT customer experience survey questions?

Customer Experience 284

Customer Experience Customers Webinar Brands 284

Alida

JULY 20, 2023

Community is a feedback collection method built on trust. There are four reasons you might consider building one: deeper access, stronger engagement, faster time to insights, and centralized customer experience.

Feedback 173

Feedback Insights Customers Engagement 173

Experience Investigators by 360Connext

JULY 18, 2023

❔"What does CXI® stand for? What does it mean?"❔What a fun, quick question! All of us, as experience investigators, are looking for things. We are investigating, exploring, and evaluating all the time. Our registered trademark, above all, stands for Customer Experience Investigation. However, the.

Customer Experience 143

Customer Experience Customers Customer Centricity Culture 143

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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

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand. Many people in diverse workforces report being discriminated against. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at leas

Employee Experience 118

Employee Experience Customer Experience 2023 Culture 118

BirdEye

JULY 19, 2023

A glowing Carfax review is the first step in increasing your car dealership’s trustworthiness, reputation, and sales numbers. The market for used cars is full of challenges and risks. Many car buyers have experienced their share of sneaky car sellers or vehicles with a shady past. That’s where Carfax reports come in. These reports reveal a vehicle’s history without the previous owners’ personal information.

Sales 98

Sales Automotive Competitive Advantage Insurance 98

Alida

JULY 18, 2023

In a short period of time, Bally Sports built a community to get closer to the viewers, discover key brand drivers, and make quick decisions in the fast-paced streaming environment.

Sports 130

Sports Brands Entertainment Customer Experience 130

Team Support

JULY 20, 2023

Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Recognizing these struggles, we here at TeamSupport are proud to launch a groundbreaking enhancement to our Jira integration.

Customer Satisfaction 98

Customer Satisfaction Demo Innovation Customers 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

Magellan Solutions

JULY 21, 2023

Outsourcing has become a critical strategy for businesses looking to stay on top. Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. It has become essential as the demands of the global market increase. Outsourcing allows businesses to enjoy advantages such as: Specialized expertise Access to the latest technologies Streamlined business processes Cost saving Increased efficiency and productivity Flexibility Focus on core tasks Selecting the r

2023 94

2023 Healthcare Innovation Technology 94

BirdEye

JULY 19, 2023

About 50% of people hire a wedding planner to help them with their special day. In today’s digital world, many of these engaged couples will visit websites like The Knot to assist in their search. The Knot is a wedding website that offers comprehensive wedding planning tools, resources, and a marketplace. Moreover, it has become the go-to site for wedding professionals seeking new customers.

Demo 95

Demo Feedback Hotels Social Media 95

C3Centricity

JULY 20, 2023

It’s time to move from customer satisfaction to customer delight. After all, no one wants to be good when they can be […] The post From Good to Extraordinary: Ignite Your Business with Personalized Customer Delight first appeared on c3centricity.

Customer Satisfaction 88

Customer Satisfaction Customers Consumers Communication 88

IntouchInsight

JULY 19, 2023

At Intouch Insight, we are always looking to level up our software so that our users can continue to strive for customer experience excellence. This month we have introduced new features to the Intouch Insight Platform.

Insights 118

Insights Customer Experience Customers 118

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

SAP Customer Experience

JULY 18, 2023

Transformation to SAP S/4HANA for Warehouse and Transportation Management solutions How to most efficiently transform Warehouse and Transportation Management processes to SAP S/4HANA? What are deployment options, solution versions, instance strategy and further aspects to consider planning a transformation and roll-out of SAP S/4HANA? The mission of Premium Engagement service.

Transportation 78

Transportation Management Engagement Customer Experience 78

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively.

Measurement 70

Measurement Contact Center Metrics Definition 70

ShepHyken

JULY 17, 2023

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 comment about each article and would like to hear what you think too. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Article 62

Article 2023 Customer Service Retail 62

IntouchInsight

JULY 19, 2023

Summer is in full swing and consumers who are looking to get out and enjoy the weather need reliable transportation. This naturally has them contemplating whether it's almost time for a new car — and if they can save a bit more on their insurance to save up for one.

Insurance 118

Insurance Transportation Consumers Measurement 118

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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

SAP Customer Experience

JULY 21, 2023

For the purpose of this blog, I would like to provide you with User Experience insights into our recent customer engagement with Visa. However, please note that due to confidentiality agreements and the importance of protecting sensitive information, we will only be sharing partial details and examples of our User.

Engagement 76

Engagement User Experience Blog Customer Engagement 76

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. AI is hot. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed.

Technology 62

Technology Customer Success 2009 Consulting 62

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Then it was my turn to speak. I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction.

Management 62

Management Workshop Customer Expectations Customer Service Training 62

Magellan Solutions

JULY 20, 2023

Language learning has become a key factor in bridging cultural gaps and is essential in developing personal and professional backgrounds. However, learners often need help with overcoming obstacles in language acquisition. Good thing AI language tools expand the language learning resources that give learners the freedom when, where, and how to learn a language.

Communication 94

Communication Culture Interaction Call Center 94

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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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